Ashley HomeStore
Reviews and Complaints

On Dec. 13 I changed my address at Ashley. I then purchased 2 chairs. My old address was in Eagan and we are now in Burnsville, Mn. I requested updates from Fed Ex as to progress of my delivery. The first e-mail I received from FedEx has the delivery address as my old address. I told Fed Ex that the address was wrong and I wanted to change it to my burnsville address. They said I couldn't change it and the only one that could change the address was the shipper. So I contacted Ashley again. They said it was straightened out. The next notification I received from Fed Ex was for my old address. I have been trying to get this straightened out since Dec. 13. It's being delivered on Dec. 16. TO MY OLD ADDRESS. I want to cancel this order. I am NOT paying for something I didn't receive. The order no. is725007901505

We purchased leather sectional in 2021. I called to return and complain about furniture sagging after only having for a week. I was told due to COVID policy we could not return only a technician could come out and fix it.

I purchased a Hilcot table 12/ 7/22 and the table wood is coming up in the corners of the table. One of the chairs was not put together right the cover is bunching up in the corners.

We have paid close $9000 for poorly constructed furniture and is getting the run around. We have 5 year warranty and was told they don’t cover pillows on the couch and we have to pay out of pocket to fix. The couch is made of cheap foam pillows. We told we have to pay for the technician to come out but you take my money every month to pay for this high priced cheap furniture. We stuck paying for inferior quality furniture. We will risk going to court and stop paying.

We purchased this set on oct 24th and it came in two weeks weeks later we left for out of town 3 days later so it wasn't put together until Nov 28th. We realized that the corner of the table was broken and contacted the company. They asked for pictures and we sent them in also in the process we find out that the chairs are dry rotted. We also took pictures of the chair and sent it in also. At first we just asked for a replaced when we thought it was just the table then once we saw that it was the whole set we asked for our money back. They have been screwing us all the way around from first with replacing it now with giving us our money back. This company is selling people products that are no good.

On 11/07/2022, I purchased a sectional, ottoman, and two chairs along with the Protection Kit, White Glove Delivery, and was pleased with the help I received for the selection of the merchandise. I was very clear that I needed this furniture for Christmas. I have 13 guests and no current furniture for them to sit on. They said the delivery was set for 4-6 weeks.

My sales number is [protected] and the price was $7,500 plus change.

I went back into the store the last week of November and was told that the ottoman was in Wisconsin but not the rest of the order but they would check and let me know the same day if there was a problem for a before Christmas delivery.

I called again today, 12/12/2022 to be sure that we had a delivery plan and was told that there would not be any furniture before Christmas and there was nothing they could do to help other than to offer another style. The style I ordered was unique in a wide wale fabric and I do not want another style. I want my furniture by Christmas as ordered and promised. I do not want a random ottoman that likely will not match the rest of the set now. The manager I spoke to said it is a manufacturing issue. She did offer my money back but then I still don't have furniture and likely don't have time to get anything else anywhere else.

Is there truly no one anywhere who can help?

I ordered a bedroom set and mattress in october 2022 for $3000.

After guaranteeing next day delivery, we removed our former bed from the home and then the new set never came. After weeks of negotiating the wrong set and wrong mattress were delivered.

Ashley acknowledged it was the wrong set and wrong mattress but told us the one we ordered was back ordered for several months. We could not wait months having given up our old bed so we asked for a refund.

The first five people refused saying they only do exchanges. After 2 weeks of non-stop calling we finally got through to a customer care lead who agreed to the refund. We have it in writing. They came and collected the incorrect furniture and told us they were processing the refund. That was Nov 11th. It is Dec 9th and no refund has been credited. Furthermore, now they hang up on us when we call and refuse to answer our emails. Help!

Sep 24, 2022 Two new Loveseats front door delivery. After assembly, found hole in front leather of one of the loveseats. Shipping boxes did not show any damage, so only conclude damage happened at factory. Next day, we went back to store and reported damage and present pics.. We were asissted with the Ashley Tech Department., who required that a Technmician had to come and assess and have a chance to repair damage. Our requests for just getting a replacement were not accepted.

Nov 2 [[39 days from start] Tech arrives at our home, only to discover that the wrong material replacement part had been ordered. Tech assures us that he will get this corrected.

Dec 7th [74 Days from start] Tech arrives and "attempts" repair. Repair looks worse that the hole. Contact Tech support againand provide pics. Manager states that will send their "Top Tech" to correct problem. Currently waiting on that to be scheduled in...

We have now obliged Tech service for more than adequate time to correct the situation. Once again, just give us a replacement Loveseat (without problems)! That's the decent and right thing to do - and just make your customer happy. How long do we have to contend with this situation?!

In November 13, we purchase 8, Dining UPH arm chairs D449-02A ($1,800), plus the protection plan ($439.99) from the store located in Brownsville Tx 78526, CID#[protected]. On November 18 the delivery persons do not show up to the appointment, we reschedule for November 30. On this day we receive the 8 chairs at the time we notice 3 severe damage, and we were talk about to keep them because if we reject them at the time, we will be getting exactly the same damage product next time. That evening we checked all the chairs and all of them were damaged, nife cuts, metal bend, missing parts, next day I contacted customer serves and I was referred to the store because they can't do anything. In the store the manager say that he can't do anything as well, that I need to call customer service, while I was on the store, I call customer service were the store manager talk with the customer service manager, and both of them excuse their selves saying there is nothing they can do. By that time, I was requesting a full return, there is no way someone can force you to keep a damage product. Before leaving the store, I was offered with a service person to go inspect and repair the chair, however they only been saying they will contact me. This is been a insane process for damage merchandise and terrible customer service.

I received an incorrect rug and went through proper channels to have it returned and a replacement made. Because the item is sold by a third party, Ashley has to coordinate with them a resolution. The only communication seems to be email and texting. When you call the customer service number, the reps put in a ticket to someone else, with a 24-48 hour turnaround. The person, Nicole Mack, is handling my return and the phone number she provides in her tagline is a non-working number. I’ve sent several emails asking for more answers, like an approximation of how long this process for a replacement will take. Nicole replies with very little. I’ve included pictures of her responses. At what point is a phone call from her made to talk to her customer and re-assure me that she is working on this expediently! There seems to be NO urgency to provide customer satisfaction.

After spending 12,000 dollars with Ashley's furniture in Chattanooga TN location st a presidents day sale in February we were told we would get a 400 visa gift card for the president's day sale and our large financing after we had received the last piece of furniture. We never received anything after calling the corporate office several times and the Chattanooga TN location, noone gave us anything but didn't mind taking our 12,000 dollars. I am so disgusted and angry that s lucrative company could be such a scam artist with people. You couldn't pay me to buy another piece of anything from that store ever. Don't shop there, you'll get taken too.

I bought a mattress in 2019 that has sagged to the point where it is causing physical pain. I filed the claim. You sent people out. My claim was closed due to "stains" on the mattress. How the hell does any stain on the mattress affect how it's performed?! I have been a customer of yours for MANY years and this is how you treat people!? Absolutely horrible customer service.

TV stand arrived broken and missing pieces. Tried to call and get help, they told me it would be over a month to have someone look at it, when the main problem was missing pieces. (Not sure what they're trying to see from missing pieces, but can't imagine the caliber of folks being employed here is very high) They then told me to go to the store. I got to the store and they told me online sales weren't their problem, but suggested I try the online assistant option.

Tried the online option and seemed to go well; told the guy I wanted a refund, not a repair technician to identify that pieces were missing (Again a complete waste of time) The person agreed and gave me a case number stating that someone would call within a couple of days.

Someone did call, but again tried to send a technician to somehow "fix" missing parts. Again, told them I wanted a refund. They sent an email asking for images. Sent the images twice with no answer. So I responded back to the email, because at this point I was not happy. Again got a call asking about repair, but finally "persuaded" the idiot that I wasn't interested and got them to schedule a pickup.

Folks with the pickup crew arrived at a non-agreed time slot, but at least grabbed the furniture and left. And that's it. Haven't heard a single thing since then, and certainly haven't seen a refund.

I bought sealy postireledic which is too firm. Told them I wanted to exchange immediately. They made it a huge problem and no exchanges. Then they finally agreed and I paid 1700 more for a tempur pedic but the deliveries kept not showing up and I once changed my date they said I refused it which is not the case I was sick and not able to do the delivery that day they gave me a new date and they didn’t show up. Then they canceled my order and said it’s past the time frame I can get it which to me is a scam. I’m very upset bc I paid 3500 plus 1700 and stuck with this uncomfortable matress ? No. Such fraud.

I purchased around $9,000 worth of furniture from Cookeville TN. Ashley store. Had many problems with my orders. They dropped a cabinet while taking it off the truck and they tried to bring it in the house damaged. 2 of the 4 dining chairs looked used (they had stains and holes in the fabric). damaged nightstands, After almost a year I got everything I ordered. All of this was for my retirement house. And I did not live there full time yet. A year later while I was at the house working on it I sat in one of the dining chairs and the back 2 chair legs cracked pieces of wood were falling from the chair. I went back to Ashleys with the broken legs and tried to get replacements. I was told the chairs were no longer made but they could SELL me another style chair. I was not buying new chairs when these were never used. The manager said because I had so many problems with my order they would contact the parts department to find out if they had the legs. I never heard from them again. I called but the calls go to ashley's corp. I called parts department and was given another # to call who gave me another number. Now I have a broken chair and 3 other chairs that are useless and NO HOPE OF HELP FROM ashleys.

I purchased dining room chairs from Ashley Furniture in Auburn Hills, on 11/06/2022. I then went home and found the same chairs online for a cheaper price, so I cancelled the order on 11/07/2022 and was told the refund would be credited to my account within 7-10 days. To date, I have not received my refund. So, I contacted my banking institution to dispute the charges.

I purchased a full bedroom set 11/05/22 and was told everything but my bed rails were avaliable upon delv we where informed that only the dinning tale chairs headboard footboard and nightstand was avaliable as the second night stand was damaged but they had 40 something in stock but they never brought it we recieved a text stating we can come pick up our stuff my husband called the store to see what items and was told bed cover which the sales guy gave us for a full bed we didnt need or want then recieved a text tuesday that said my rails buffet and nightstand was in and can get delv. On fri then today thursday recieve a call from sarah lynn out of bruswick ga who said the dining room server nor the flip top sofa is avaliable as one of the items was damaged again and the other was not available yet. She also stated that it would not be availiable until dec. This is unacceptable. I am very upset and feel they need to give me the one in the store as they can't sell them anyway as they have none in stock and ashley can wait till dec. Or return my money and I can go somewhere else.

I purchased a couch from Ashley's 11/4/2022. I was mislead by the display and the customers sales rep regarding the size of the couch. I have called the customer service number numerous times and was hung up on almost every time.

When I called my original sales rep he blamed me for the issue (while huffing and puffing). I paid $3500 for a smaller couch with a $600 warranty added. I have asked them to remove the warranty so I can purchase the missing piece (although I was mislead) and was rejected.

I did not realize he took a piece off to make it seem like I was getting a better deal. He said he took money off from the warranty but in reality he took a whole piece off.

I do not want this couch nor any couch from Ashley's but I am not able to get a refund only am exchange. I am highly upset and frustrated regarding this situation. It is not fair, I am not paying for that couch.

Hello we purchased sectional sofa from north central exp way Ashley Store assit by sales person Billi he was very nice and helpful person very nice way he treat well trained and they said we will deliver on 15th November 2022 but before 4 days they called us and said we will deliver on 16th November 2022 instead of 15th November 2022 we said okay we will wait for 1 day.

But on 16th November 2022 we received half part of sectional sofa that is 2 seats only and that driver said in this area our 5 trucks coming for delivery so just call in customer service or store that in which truck your half portion is there. We called in customer service one lady told that in 24 to 48 hours we will reply you about your half part of sofa we were not satisfied by this answer so we again called in customer service afternoon one man talked very rudely he didn’t know how to answered to customer he didn’t response properly and said we lost your sofa from warehouse now you should wait or complaint or talked with sales person on store so then I talked with Billi who is a sales person he said please wait by 4:00 pm definitely I will give you updates he didn’t called us still I called in store at 4:20 pm Billi said I am just checking just wait for 5 minutes I will call you 20 minutes passed he didn’t called us I called at 4:45 pm he transferred to Manager named is Mr. Kodi of north central store I explained whole story he said I will give credit of delivery charges $199.99 and wait till 1st December 2022.

So as a customer how I trust to him that they will deliver to us on 1st December 2022 because I read reviews they just give you time they are not delivered the right products and not taking customers problems.

So I recommend to all other customers dont visit to Ashley store they giving you good discounts but products not delivered and also not good customer service very worst customer service I ever see if there negative ratings definitely I give them please visit to other store but really dont visit this worst Ashley store. They just give you excuses even Manager how to trust other salesperson or customer service.

I purchased a sectional and a mattress from the store in Dulles, VA in Oct. They said the delivery would be on Nov 10th. On Nov 7th I called and they said they would deliver only on 17th. No updates from them. I would like to cancel the order, but they say that all sales are final and only store credit is possible. I dont want any product from that store. 3AAny possibility of canceling and get refund ?

Mt dinningroom set broke after a dew months I got it. I paid for a protection plan and no one helped me. I reached out to the store and the supervisor was suppose to sent someone to assemble the new chair and see if the whole set had a defect. I been reaching out to the customer service and even emailed the cooperation, the donning room has a defect, and I just want my money back. I been going back and forth with the store for the last 2 months. I emailed the supervisor and called him alot, he never got back to me and was very unprofessional. I had to call customer service, for them to reach out to him. he ordered the back part of the chair, however he told me I have to find someone to put it together, this should of never happen because I just got this dinning set in june. when I went yo the store to speak to him before he ordered the part, because he want answering my email, he said he would sent someone to assemble the new chair and check because it could have a defect, and for me to call the store once it arrives. after I got the back part of the chair, I called the store, one of the customer service told me to give then till that Thursday someone was going to call me to schedule to come assemble it. the store Manger raham then calles me and Saud he never said that, and I told him, he did say that when I went to the store. I am very pissed off, because as a customer I should of never got treated the way I did. I will like a full refund, and they can send someone to come get the dinning set, this is the first and last time I order from ashley again.

We purchased a queen bed firm mattress from the local store. Found out it is too firm and want to exchange it. Only to find out they have a No return policy on mattresses. How can someone reliably test a bed to ensure it is a good fit for their sleeping habits?

This is a simple means of not liking the firmness and wanting a softer one. Tempurpedic as well as companies like Mattress Firm have a 90 day or longer exchange or return policy. So for any future purchases it will only be furniture if any.