Ashley HomeStore
Reviews and Complaints

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.

Well we saw a circular in the paper advertising a leather sofa for $499.00. We went to the Athens GA. Store and also took a check to purchase the item. Needless to say like many other ads that are published, they didn't have any idea about the ad or merchandise. We kinda got the cold shoulder from the sales persons and left unnoticed. There are too many furniture stores needing to sell their products for this kind of experience. Maybe it was just a bad day but we will look elsewhere from now on. Sorry but we are disappointed.

Plain and simple!...bought couches from Ashley furniture(fingers affiliated company) for 0% interest for a year. Made payments loyaly and found out the hard way.When I looked at my credit report I founded out that they had been returning my checks(paid bill) cause I supposibly had one to many #'s on my billing account. This had been going on since july 11, 2008. till now feb 04 2009. They didn't even have the odasity to let me know via e-mail/mail/ or telephone about this error, insted they just kept on cashing in on returned check fees/late fees. Dont let this happen to you...and if it did, dont speak with the supervisor(Kristen Id # 7117) cause she has piss poor supervisory skills, very unprofesional and rude.She just topped it off making an even worse impact on the company name. Ge money/ge online services Ashley/fingers sucks.

More Ashley Furniture Reviews:
Reviews by product/serviceFurniture (29)Customer Service (17)Living Room Set (15)Dining Room (10)Bedroom Furniture (6)Bedroom Set (6)Bedroom Suite (6)Delivery And Quality (4)Furniture Delivery (4)Furniture Purchase (4)Horrible Service/Delivery (3)Recliner (3)Service (3)Sofa (3)Sofa/Loveseat/Chair/Ottoman (3)All Furniture Purchased (2)Ashley Furniture (2)Cedar Heights Dining (2)Chaise Chair (2)Cottage Retreat (2)Delivery (2)Durapella Sofa (2)Furniture St. Louis (2)King Size Bed Purchase...Parts (2)Kitchen Table (2)Leather Couch/Chaise (2)Leather Sofa And (2)Living Room/Kitchen (2)Purchase Of Table (2)Reclining Sofa (2)Restocking Fee (2)Rolltop Desk (2)Sofa & Loveseat (2)Sofa And Chair & (2)
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I purchased a King size Simmons Mattress in March of 2006 for $1, 200. After 18 months the bed start sagging and develop body imprints of more than 2.5 inches. Called Ashley and they send tech which took over 2 weeks. He showed and looked and agreed it was bad. He also stated that if you get the same mattress replaced, it will happen againg.

Not good, He said I would hear back in couple of days. Two weeks went by and I called back to Ashley and they said I should hear back within the week. Another 2 weeks and I got mad. Call Ashley again and now they said since the law tag was missing that the warranty was void. I said that was unacceptable and wanted to talk to a manager. Lee Carpenter called me and pretty much didn't care and stuck to the same story. Law Tag, we never removed because we don't know what it is. I told Lee, how do we know with 100% that the tag was there or the delivery guys ripped it off. They delivered the bed and put it in place and we have not moved it since. She made me feel like a criminal and that I was lying. Bottom Line, the bed was purchased from Ashely, its defective and they do not want to stand behind their product. I have purhcased over $10, 000 from Ashley and never again. BEWARE DO NOT BUY FROM ASHLEY, YOU WILL REGRET IT. I AM A EXECUTIVE WITH OVER 500 EMPLOYEES IN CHICAGO AND I WILL LET EVERYONE I KNOW ABOUTH THEIR PRODUCTS AND SERVICE. I GAVE ASHLEY TIME TO RESPONSE BEFORE I POSTED, HOWEVER I NEVER RECEIVED A RESPONSE FROM THE PRESIDENT OF ASHLEY WHICH I SENT A LETTER VIA FAX TO THEIR CORPORATE OFFICE. DO NOT BUY FROM ASHLEY!

Since day one we have had problems with our couch. It came in with the sewing coming undone. The first month we had springs popping off the back of one of the recliners, sewing coming undone on the couch and multiple places. Cushions getting flat and becoming bunched up. The backing or stuffing was falling out of all the backs of the seats. Our ottoman drawer was broken and the casters keep breaking. They tried to fix it by screwing screws in the casters but failed. Also in some spots instead of sewing the material they stapled it. It would be like holding 2 pieces of cloth in mid air and stapling them. There is no backing for the staples to go into. We have a bar under the sleeper mattress that is bent and the mattress itself has been used maybe a month total and has holes in it from the springs. They have lied saying our dogs have taken a crap on our couch . They said my wife said our dogs pooped on our couch and I was standing right there. It was a lie. That never happened. Our dogs are potty trained. I did lose my cool with customer service because of this. Then Big Sky Upholstery (a repair company)said it was customer and dog abuse that is why our couch is falling apart. They also said when they were here doing repairs our dogs are trying to chew through the door to get out. Also a lie. I took pictures of our couch and the door to show proof of them lying and to show the problems on our couch Here is the website that the pictures are on. http://spokane.app.bbb.org/complaint/view/27020495/c/we3p1m (Complaint ID#: [protected]) I have emailed Sandra from the triple B with more pics they are not on the website yet.
I have tried with the triple B but Ashley Furniture refuses to go to arbitration

Seven days after purchasing over $2500.00 worth of furniture, this company advertised a sale on the items I bought, but refused to give me the sale price because the furniture had already been delivered two days before the sale began. The salesperson told me that the items I purchased were at their lowest price! Imagine my frustration when I saw the ad.
Another problem is that each Ashley store is individually owned so the corporate office reports they have no control over a specific stores policies!
I will never go to nor recommend Ashley Furniture again because something I buy today may go on sale tomorrow!

Buyer beware! I used to be a fan of ashley furniture. Not anymore! Their quality and service has gone downhill!

My husband and I purchased several pieces of furniture there and immediately had problems with several items (The quality!). Ashley furniture wanted to repair but not replace the items. Our sofa and loveseat were eventually "repaired"., but not to a new or even satisfactory condition.

So... I called a manager who promised to call me back. Weeks and weeks went by, no phone call, so I called again. Next, a different manager called saying they were looking into it and even tells me that several other customers have had similar problems with their same sofa and loveseat! But... More time went by with none of my calls being returned even after several messages. Now, a totally different manager calls and says it is too late to replace them. She says she had no knowledge of me speaking to the other managers... And to top it off this manager was extremely rude on the telephone! She finally did admit and see where I had called but would not back the product or offer a feasible solution. I tried to be super polite, biting my tongue, hoping it would help get this issued resolved. It didn't help...

I was appalled at the way that this lady and ashley furniture have handled this matter. Ashley furniture gets an d - in quality and an f in customer service from me!

Catonsville store has the worst customer service ever! I bought a dresser and chose the option to pick it up. The sales person convinced us that the dresser will fit into a mini van - but we realized the furniture was too big for the van when we went to pick it up. I spoke to the manager - thinking I'll be able to find some solution but the manager was so rude and kept saying it was none of his problem! It looks like their customer service ends the moment they have our money in their pocket. I understand that it was none of this problem but it the store's responsibility to not misinform the customers in order to just do a sale. The whole experience would have been better if we would have been treated nicely. The manager also had the audacity to suggest that I should just carry the dresser at the back of the van and let the end of the box hang out!

Ashley Furniture also has one of the worst return policy. There is a 30% restocking fee for cancellation and you will only get the remaining balance as a store credit! Make sure you read all the fine prints before you sign on that final receipt paper. I will definitely not step my foot into any ashley furnitures anymore!

I purchased a loft bunk bed set (Qunitessentials B190, beds, loft desk, loft bookcase, and loft chest) in August. In the store, we were told the bookcase/chest and desk were interchangeable, and could be swapped right/left. We were unable to try out the ladder, as it is blocked off with a banner in the store display (other bunk sets' ladders in the store are not blocked off). On delivery, we found that the bookcase/chest and desk were NOT interchangeable, making the set a bad fit for our room. In addition, the ladder is very difficult to climb becuase the rungs are metal tubes-- extremely hard on the children's feet without shoes! I called and was told there was nothing Ashley could/would do about it. Later I realized the side rail on the bed is too low for a standard twin mattress, making the top bunk unsafe! (we are using the same twin mattress from a previous set on bunk beds-- it was fine with the other bunk bed/rail, and no one at Ashley pointed out that the display bed set has a very thin non-standard mattress!) In addition, the bottom bunk is on casters, so that you can move it to make the bed (it is not displayed with casters in the store) but when the bed moves, it creates an entrapment hazard-- my son has woken up with his head between the desk and the bed frame! Last week we found that the bed was no longer shifting because all 4 casters had shattered beneath the weight of the bed! This bed set is of very poor quality and completely unsafe for children! When I called the Customer First Center, the call center staff seemed very understanding of my concerns, but said the final decision was up to the regional manager, Glen. He has offered only to replace the original casters on the bed. He said he is not at all interested in my concerns about safety or the poor quality of the bed-- it is sold as displayed in the store (which is not true-- casters, blocked-off ladder, thin mattress), and they only address defects. In the paperwork I recieved, it says "Ahsley Furniture HomeStore stands behind our products and will address any concerns you may have with your purchase." That would include not only defects, but also customer satisfaction-- I've paid for a bedroom set my son cannot safely or comfortably use!

Bottom line, very poor quality/functionality, and they have a "you've bought it, it's your problem now" policy! I got the runaround for a week, now it's just the brush off!

Their prices look too good to be true-- and they ARE-- but it's not free-- there's a cost, always a cost! In this case, my kids' safety! Don't do business with this store, and if you've been burned, report them to the BBB and to your state's dept of consumer affairs, or attorney general's office, and the local news! In this economy, they should be out of business-- not ripping people off!

I purchased furniture worth $ 5000 from ashley furniture last year as well as 5 yr extended warranty. Everything seemed fine till my leather recliner started peeling a few months ago. From then started my ordeal with the furniture company. Since it is over a year it is out of manufacturers warranty as per them. But I have extended warranty, which according them does not cover this particular defect. I have been to the store and calling the customer service but no one is helping me out. I am getting ready to launch a complaint with the bbb.

Order Furniture which was delivered on 10/28/2008
Delivered in the rain hence Media Dresser and Dresser back cardboard got wet.
They do not ready Delivery Release Form!
I had to call them on 10/30/2008 to complain about the same.
They sent a service specialist with wrong information (cardboard is loose!).
Specialist came saw the stain, took pictures, and went back.
I called again after 2 day (they did not call) and again they send service specialist with the wrong information (btw, you have to schedule a date, cant get weekends, so all this requires you to take a day off! notorious 4 hour window). So you pay and wait for their mistakes. Guys could not do anything and took pictures and went. Recommended replacement of media dresser. Dresser he felt was according to manufacturing standard.
Called back next day. Nov 4th, 2008. Was told they will put a order in for cardboard and broken drawer (yes they had delivered broken furniture).
Nothing came in for 3 weeks. Called back today and was told the service manager (Cassandra) dropped the ball. She fells cardboard should not be replaced based on the picture. She will replace the media dresser as it had a broken dollar. I mean I payed $90 for delivery and they said I should just live with the water stain. Yes there is no one to excalate to. Complains on website does not go anywhere. An automatic email does come to you.

if you dont know by now reading all the negative remarks about the quality the customer service and the disrepect of ashley furniture. then go ahead and buy and become there next victim. if you value your hard earned money then dont throw away on a product that is garbage it might be better to salvage your furniture you already have recover restain it will last alot longer than ashley and you will save alot of money and grief. buyer beware

We purchased a sofa with Ashley fremont on 10/4/08 and estimated delivery on 10/15/08. They said they will call us the day before delivery. Nobody ever called on the 15th nor the next day. I kept on calling every week and every week the customer service lady would say there has been a delay and the new estimated delivery date will be next saturday. It is already 11/4 and we still have not received our sofa. We have been sitting on the floor in our living room for the duration of the wait.

We are already being charged interest since the day that we left the store and we have not received sofa yet. That is truely unfair business practise. Being able to LEAD customers on thinking that they will receive their products but yet do not get them.

Also, in their invoice it states that immediately the next day of cancelling you will be charged 30% restocking fee. What the ... They are the reason for the delivery to be late and we still have to pay restocking?

All we want is a straight answer as to when we will get our furniture. the customer service doesnt even know if the furniture is manufactured yet or is it an issue with delivery.

I am SO disappointed with this company. I'm living in my first apartment right now, and was really excited to find cute, inexpensive furniture by Ashley. I purchased a loveseat, sofa, ottoman, and chair, however when I received the chair both of it's arms were extremely loose.

I purchased the furniture in April 2008, and made a complaint to the company shortly thereafter. They sent a technician to my apartment, who agreed that the chair had been damaged in transit, and said Ashley would replace it. A few weeks later I received a letter from Ashley stating that their tech found no evidence that the damage was their fault, etc. etc. Long story short, I paid $500 for a broken chair and they weren't going to do anything for me.

I followed up with a couple complaint letters, and finally was informed this month (Oct 2008) that they would replace my chair, nearly 6 months after I received it. However, they are forcing me to either pick it up at a location 100 miles away (I live in a city and do not own a car), or have it delivered for $125. I find it ridiculous and unprofessional that they provided a BROKEN product, and that I've ended up spending $625 on, only to receive a usable product 6 months after purchase.

Their employees are not very professional either - they don't sign letters with their last names, and one of them claimed to enclose Ashley's warranty policy in a piece of written communication when there was nothing additional in the envelope. They are very difficult to reach by phone, providing wrong extensions and what not.

The furniture that was delivered undamaged has since sagged a great deal in the 6 months since I've owned it, and that's with minimal use.

I highly discourage anyone from dealing with Ashley furniture unless you're buying a gift for someone you hate. They suck, and should go out of business.