Ashley HomeStore
Reviews and Complaints

Purchased and paid in full a couch and chase one week ago. Delivered the wrong item. Costumer service is the worst so is the manager who will not return my calls. They have my money and I don't have the furniture I purchased. All I want is for them to pick up the wrong furniture and send me the new one. Will never buy from them again. They are thieves. The Ashley store is located in Secaucus in Paterson Plank Rd. The manager there, Freddie will not get back to me. This is the first and last time I buy them.

I think a lot of people like to complain about little things and exaggorate. I have bought all my furniture at Ashley and love it, unfortunatly there isnt a compliments website. I chose to have my furniture picked up, which they advised me to deliver so that it would be unpacked and examined before delivery, but I decided to forgo that, and my sofa table was very slightly damaged. The service tech came out, examined it, was very nice, and they offered me a new table or a refund. It was minimal damage and I was just being picky so we took the money.
We love Ashley Furniture and would recommend it to anyone! Allison is an awesome salesperson, she really took care of us.

I purchased over $ 5, 000.00 worth of furniture at brandon location and was talked into purchasing the useless guardsman protection for $ 299.00 for 5 years, had a claim this year, they sent someone out to look at it, damage is irrepairable, was told they were going to issue me a check for the amount paid for the piece of furniture, company went out of business and all ashley wants to do is refund my $ 299.00 as a courtesy! A courtesy? Give me a break! Now I 'm stuck with a dinnette set that I paid $ 799.00 and can't use it, I will never buy from ashley again! Cheap built furniture and the prottection is just a scam!

I order a couch and a loveseat from Ashley Furniture in January, and told it was on back order but would be received in 6-8 weeks. When I called in March (because why would they call me?) I was told it was still on back order and wouldn't be in until mid-April.

Finally got the couches the second week in May (after 5 months!) after I called again. I was also told I would be refunded the $109 delivery fee. I am still waiting for this, even though I was told two different times I would get it.

Then, for some idiotic reason, I decided to order a coffee table and end table in May also. I should have learned my lesson the first time. I am still waiting to receive my merchandise. Now, I've been told because I financed through American General, who they no longer work with, I will have to file a complaint with AG to get my money back. I have no idea if I will ever receive my furniture.

My mom also ordered an area rug. She paid cash. She is still waiting for a simple phone call to tell her where it is!

the wooden legs on my dining room chair (purchased Feb. 2009) seem to be rotting. there are holes appearing in the wood. it's a black finish and the holes are white. No one answers a phone in the store or at guardmaster which was purchased from Ashley. How does a company do business like that?

The unfair and unreasonable owner Jack made this the worst transation I have ever delt with. I bought a sofa and paid $50 for a delivery assurance that it would get delivered without any damage. The first time it was delivered it got ripped in 2 places so the company took the sofa back. They told me I couldn't get a new sofa and would have to wait until they repaired this one. First of all I paid for a new sofa, not a repaired one but they did not take to that arguement. To make it worse, it took a month to get my repaired sofa back! Plus when they came back with the sofa they made me sign a disclamer saying if anything happend this time the company was not responsible and would not repair it which totally counterdicts what the delivery warranty said. When I called the owner, Jack, and asked him about this he said basically too bad, sign the paper or you don't get the couch you've been waiting for. He was very rude and did not care about customer satisfaction at all! Unbelievable!

I purchased a Simmons BeautyRest Mattress (Norcorss) from Ashley Furniture Tyler TX and about 3 months it had a sink hole in it. I have now gotten another one just like it and it has already done the same thing sink hole. Ashley Furniture now has refused to warranty my mattress and will not deliver a new one . This store has the most rude and smart mouth people that I have ever dealt with. This store should be closed down due to poor and no customer service. The owner that holds the license is go to be the stupist person on the face of the earth. Her sister and nephew run the store with no respect to any customer service. Do not shop at Tyler Ashley Furniture store sales and service is void. I hope all that read this ad never buys one piece of junk furniture there. Warranty lady and you known who you are, are the most disrepectful person and the biggest lier I have ever seen. I feel sorry for anyone that has to work at this store and deal with the people that try if that is what you call it run this store. I will never shop there again and will tell everyone how this store does business and how they do not stand behind their products. If I were Simmons Beautyrest Mattress Co I would pull all license of sales for this mattress from that store due to warranty issue. I will never Buy another Simmons Beautyrest Mattress anyway due to this issue.DO Not Shop Ashley FURNITURE TYLER TX

I bought Sofa and Love seat in Sep 2007 from Ashley Furniture, Woodbridge NJ with a 5 year protection plan for $125. The cushion has gone so bad that its causing me severe back pain from more than 3-4 months. I called up the warranty company and they say they do not cover structural damages.

Why was I not told when I purchased the warranty that the structural damages? If I was told about that I would have purchased the warranty.

The customer service is so horrible that they would not listen to you.

I wish to register a complaint about how wrongly I feel I was treated as a customer.
In February of this year I purchased a king size mattress set from Ashley Furniture Company.
At the time of purchase I was told that if I also purchased a mattress protective cover for $120, I would be eligible for a “comfort guarantee, ” which meant if I was not satisfied with my purchase for any reason I could return it for another of equal or greater value after 90 days and before 120 days.
My wife & I decided we were not satisfied & wanted to return this mattress & get a more expensive one we had looked at in the same store.
Two days ago I returned to the store & was first met by a salesman who claimed to know nothing about this guarantee. He then directed me to a very rude & callous woman who told me that since the Ashley Furniture Company had been recently bought by another parent company this warranty was no longer valid and there was nothing I could do about it and was just stuck with it.
I asked if there was anyone to whom I could complain & she told me to call the Customer Service number.
Today I called the Customer Service Department & again was told quite directly the same information. So now I am stuck with an expensive mattress set that I am very unhappy with.
I understand about bigger companies buying & selling smaller ones but to have no consideration for customers & to not honor warranties & agreements made previously seems rather harsh & not in the best interest of satisfying customers. It seems to me that especially in these difficult economic times it would be in the best interest of any business to strive for exceptional customer relations, especially in a business such as furniture where there is such competition.
I have bought several pieces of furniture at Fingers and at Ashley after the name change & was a very satisfied customer. I have several more pieces I am planning on buying in the near future & was going to also shop for them at Ashley.
However after this extremely upsetting experience at Ashley I will never shop there again.
I will tell everyone I know, & anyone else I can, how terrible I was treated & not to make the mistake of shopping there & subjecting themselves to this sort of lousy service.
It’s unbelievable that some big companies still don’t understand how to cultivate & maintain a loyal customer base in order to remain in business & profit for the long term.
Evidently they are only interested in the short-term bottom line. Perhaps they should ask Circuit City how that works for them.
Leslie H. Knight
06/05/09
[protected]@hotmail.com

I work for the Rutherford Law Firm in SC and I am currently trying to file a litigation suit against Corey Baker, Ashley Furniture, and Baker Intntl. Group. Does anyone know where he is or how I can serve him. We are working hard in trying to pursue our client's refund for furniture that was never delivered, but cannot find him. If you know someone or have some information as to where and how I can find Corey Baker or an office for Baker International Group (now that all locations are closed in and around Columbia), please contact us at [protected]. If you are also in the same situation as our client, we may be able to assist you in obtaining refunds or delivery if needed. Businesses should not be allowed to skirt around liability when they do not service their customers in instances such as our client's and the ones I've read below. I appreciate any assistance anyone out there may be able to provide in our pursuit for justice.

For over 28 months I have been told a bundle of lies from this Hoover, ALabama store--We told the deilvery personnel that something was wrong with one of the leather reclining chairs and they said they cannot take it back oncee we signed for delivery but if we contact the store they will take care of it by replacing it. I fought with this store for 14 months before they told me the store warranty ends 12 months after delivery--they would then send a "repair" man to fix the torn leather, and bent metal interior--all he did was force screw the entire right side of the chair together with long screws--it continues to rip the leather, feels like a bed of rocks, and the mechanism does not work properly. I then focused my attention on the warranty company (I was charged over $400 for this additional warranty) and they said they will only fix the issue one time then that issue is no longer under warranty--I asked them to fix the entire chair by replacing--rather than piecemeal--they laughed--they mailed me some leather skin and some metal parts 11 months ago--neither the warranty company nor the Hoover Alabama store would contact me to have this fixed. As of 5-15-09 I have been in contact with the General Store Manager (JohnnyMartin) and also sent a scathing email to the company--Johnny states the set has been discontinued and now he can only hope to fix it rather than replace it---we'll see...ion the mean time I have spent $14, 432 for all 3 kids rooms to be re-furnished (not at ASHLEY) and also over $7, 392 in other furniture (Not at ASHLEY) and also looking for a complete office suite (~$5, 000)...and yes they were told of this also--I also sent them copies of receipts so they would understand I was not just making this up...I WILL NEVER ALLOW ONE RED CENT TO GO TO ASHLEY FURNITURE IN MY REMAINING LIFETIME.

Marc

We purchased a dining room table with chairs in early January 2009. It was supposed to arrive within 6-8 weeks. Didn't arrive. We received one phone call telling us that they would call us when they had an arrival date.

At 10 weeks we still had not heard anything and we went back again to the store... they gave us another date and finally we asked that if the item did not arrive by this 'new' arrival date (12 weeks after the original purchase) that our money would be fully refunded. Agreed. We actually gave them THREE extra days and finally went in and canceled the order.

Since we paid with a credit card they would not write us a check, they had to place the purchase amount back on our card. They promised that within 7-10 days we would receive our refund. Today is day 10, no refund. I just called... oh, silly me, it is 7-10 business days.
So, we are actually only on day six now. I asked if we could have a check refund in four days if the refund isn't back in our account. The very quick and final answer was "NO - you will be refunded in the same manner in which you paid." OH, REALLY... well I am quite sure they had our money within a couple of days - probably hours. They have sat on this for FOUR MONTHS NOW. I bet we don't get our money back with interest!

I have heard horror stories from other unfortunate local customers since our little fiasco started with Ashley Furniture, Chico, CA; people waiting for months for furniture and then having 30% of the purchase price withheld from a refund if one is requested.

I want to warn every single person who is capable of reading these words and might consider shopping at Ashley Furniture, Chico, CA ... DO NOT SHOP ASHLEY FURNITURE IN CHICO, CALIFORNIA. If you do, you better walk out of the store with your product the very day you purchase it - or it will be several months... if ever, that you might get to use your new furniture!

We are at week 15 now, no refund, no dining room table and really... I am not holding my breath for four more days, because with the track record of Ashley Furniture, Chico, CA - we will most likely be dealing with this mess for a while. Regrettable. Very, very regrettable.

we bought an ashley den set consisting of 3 pieces; couch, recliner, and loveseat. it was purchased november 2008, thanksgiving and was delivered in december 2008. in february 2009, 2 months later, we called because the couch was broken. ashley sent a man here to look at it. not onlky was this guy rude and "common", but he was a short thin man. when he sat on the couch, maybe he weighs 140 pounds, he felt something broken too. fine, parts were oredered and delivered in march 2009. well, now the loveseat is loosing its firmness and quite frankley, ashleys products are terrible. its only 5 months old, what will this be like in a year? please e mail me ASAP and CALL [protected] as we want a new product or full refund. we are very unhappy and quite angry. please seeto it that this complaint gets to the right person and responds in an appropriate amount of time. thank you, lisa bernstein [protected]@aol.com

I ordered furniture for my living room, bedroom and kitchen. I received a phone call the night before delivery and was told they "forgot" to include the legs for one of the living room end tables. When i called the store to find out when they were going to be delivered i was blown off and told that they would ups them to me. I asked how long it would take to get them it was 2-3 weeks. I asked to speak to a store manager to complain and he said "what's the big deal, it's only 2 inches".
When the furniture came, the headboard had a foot long crack in it, one of the kitchen chairs had a crack, the coffee table had a spot that was "repaired" very poorly and one of the dresser drawers was cracked. Huh? This was supposed to be brand new furniture! I have been getting the run around for a week now and am going to return everything, as they have suggested, without a restock fee since they are getting tired of hearing from me. Do not ever buy furniture from this store. It is garbage.

We had been looking for furniture for months and had absolutely fell in love with a particular living room set from Ashley Furniture. On March 1st, 2008, we went to Ashley Furniture on Rockford, Illinois and picked out what we wanted. We decided to do a 90-Day same as cash through RAC and we were very pleased at that point. We were given a delivery date for the end of March, 2008. I received a phone call from Ashley's customer service on a Saturday, a week before delivery, to confirm the delivery date. That following Wednesday, I received another call from Ashley's customer service stating that my delivery was being cancelled due to a backorder on my chase lounge and that it would be an additional week. Not a problem. Then, the following Wednesday, I received another phone call post-poning my delivery AGAIN for the same reason! Finally, I received a confirmation phone call on Thursday (the very next day), saying that they would be out to deliver my furniture on Monday. Since I had to work and my husband was out of town, I had my sister here to meet the delivery men. After they were here for about 45 minutes, I received a phone call from my sister saying that they brought my 2 couches, my 2 endtables and my coffee table, but no chase lounge! I told her to keep the delivery guys at my house until I called back. I called Ashley's customer service and asked what was going on. I was told that they realized that morning that the chase lounge still wasn't in, and that they would have to schedule a seperate delivery date. To top it all off, I was told that I would have to pay for the additional delivery. So, I told them I was sending the delivery men back with all of the furniture and that I wanted my money back. I then called my sister and told her to make them put the furniture back in the truck and take it back. About 5 minutes later, I received a phone call from Ashley stating that they would waive my fee for the next delivery if I kept the furniture. JEEZ...THANKS! Needless to say, I had to wait another month for my chase lounge. Finally, I had all my furniture! Unfortunately, the aggravation was not over. After 6 months, we switched our couches around since we were mainly using only one at a time. After about a month, we started noticing nuts and bolts on the floor underneath the bottom of our recliner. Then, the stuffing started riding up from the footrest into the cushion. For 5 months, I was getting the runaround, over the phone and in the store. Ashley was putting the blame on RAC and RAC was putting the blame on Ashley. Bottom line is that there is a one year manufacturers warranty with Ashley on their furniture. I was finally told by the Rockford store location that my furniture was under warranty for 1 year from the delivery date and that I needed to call the customer service line to set up a date and time for someone to come out and look at my furniture. I called customer service and was told that they will not do anything for me! Here we go again...I then decided to go through the store again and to no surprise, I was given the runaround. Finally, I was told that my warranty was only good from the date I came into the store and purchased the furniture...NOT from the delivery date! It seems as if they did everything they could to not have to come out here and would not give me a straight answer until it was too late for me to do anything about it. I now have to pay out of pocket to have this recliner fixed. I will be contacting the BBB as well as WTVO17 news to get the word out there that Ashley is NOT the way to go. I would hate to see someone else go through what we went through. I WILL NEVER PURCHASE FROM ASHLEY AGAIN! I'd rather sit on a cardboard box.

I purchased a sofa, loveseat and chair and both the proper products to clean and protect.Found out the cream to remove stains from leather also removes colour.Now about 2 yrs later I have lost colour in furniture, covered in spots and is now getting holes as well.Was told leather furniture lasted but am finding waste of alot of money and not happy at all.Will never purchase Ashley furniture ever again.