Ashley HomeStore
Reviews and Complaints

February 2022- table delivered

May 2022- first call re warranty regarding damage to table

9/2/22- service tech finally came out (after they cancelled 2 other appointments) to see chips out of table top that were apparent after 3 months. he recommended a new table top, that it was a manufacturer defect and table top was peeling off. he said i’d get a call in 2 weeks.

10/5- never heard back so i called customer care. they reported that my case had been closed even though no one contacted me. apparently service tech said there was normal wear. i requested to see the service log which was denied. i asked to speak to a manager. i spoke with rob who was also would not let me see report and who could not answer my question if normal use should cause significant chipping after 3 months. i asked to speak to his manager. he said connie would call in 48/72 hours. 3 weeks later i have heard nothing.

Yesterday I had a technician from AHM come to my house to replace a cushion on the left side (facing the sofa). Unfortunately when he got here to do the work, he said Ashley Furniture sent the wrong cushion for that sofa. Then today I got a text message from what appeared to be Ashley but might be from the warranty department. They stated that this was not covered because it is normal wear and tear. I know it's not normal wear and tear because I'm the only person that lives in this house and sits on that sofa and I always sit on the right side. I brought this issue to their attention within the first year of the warranty but now that year has passed as of 9/27/22. So I believe part of the reason for not covering it is because of that but honestly I think the real reason is a miscommunication in the technician's report. When he was out here yesterday I made the unfortunate mistake of mentioning how the right cushion is starting to buckle since he put that missing piece of wood under the sofa. He took pictures of that and mentioned it in his report. I truly believe that he might have thought the right cushion was more from wear and tear as that is the side I always sit on; however, it was the left side that he was here to replace but couldn't do the work because Ashley ordered the wrong part (cushion). So even though the company was willing to replace that cushion before today, now they are telling me the technician says it's wear and tear. I don't believe the technician said that, I believe he might have been talking about the right cushion. Nonetheless, I want this fixed.

I had called ahead of time to ask about mattress return policy before making a purchase. I was told I would have 30 days minimum to return the mattress if I did not like it. So I had a friend drive me to store to make a selection due to me being visually impaired and unable to drive on hwy. I made a selection of stearns and fosters soft mattress. I also bought a sofa cash at the same time. The mattress was financed. I called my salesman to ask him to switch it to the firm mattress instead because I have had back surgery and felt this would be better for me. I was told that the second choice would be cheaper and that I would receive the difference. I had been waiting and nothing, in the meantime, I realized that the mattress that was delivered was a hurst not a stearns and foster. I had also tried calling finance company, but no one answers. I called Ashley customer service and they said that they will not take the mattress back. I told them that I was told I had 30 days to return and they said no. So I was deceived, because had I know that, I would not have purchased that mattress. Ashley said I can pick another mattress, but if its less, I lose the difference. SO either buty a higher priced one oand pay s the difference or lose the difference

On 9/10/22 I purchased a tempur-pedic mattress with Ergo 2.0 Base. It was delivered to my home on 9/17/22. I found the mattress to be too firm. I went into the store on 10/08/22. I spoke with the salesman who sold me the mattress and Sabrina at the customer service counter. Sabrina printed off my invoice and gave me the phone number of Tempur-pedic. She said they would require me to sleep on the mattress for 90 days before making an exchange to a softer mattress. I called Tempur-pedic on 10/18/22 to let them know the mattress was to firm and I would like an exchange. Customer service at Tempur-pedic said they could not offer an exchange since I did not buy it from one of their flagship stores. She said I would need to talk to the store I bought it from for the exchange. I immediately called Ashley Home store. The person I spoke with said they do not make exchanges on mattresses and it says so on their website.

I did not buy the mattress on their website. She said Sabrina was off for a few days and she would make sure to speak to her about the store policy. I was not aware they would not exchange the mattress and it looks like their employee was also unaware. Many of the advertisements on these expense mattress offer free sleep nights of 90, 100 days etc. She said she completely understood my concern and wished the store would change this policy. I spent over $5,000.00.

We Purchased a sectional sofa back in December/January - it was delivered at the end of February. The furniture is in our formal living room so it does not get used very often. Well, it looks as if we use the couch more than the one that we have had in our family room for over five years. And we spent a lot of $$$ on it. The material is just falling apart and it looks AWFUL. I reached out to the store on McKnight Road in Pittsburgh where we purchased the furniture, and they said the furniture had a 1-year fabric warranty. So we reached out to the customer service the store associate referred us to and they asked us to send them photos which we did - within a few minutes they called us to tell us that it was normal wear and tear and too bad basically! Well if the furniture looks this bad after only 8 months with minimal usage - it will be ready for the trash in a year's time. Not only are their products not worth the money their customer service is just as bad. We will never buy furniture at Ashley again. Some people have told us their products are not worth the money and we thought we would give them a chance - I wish we would have listened. My daughter just purchased a new home and needs furniture - she will not go to Ashely that is for sure after what our furniture looks like!

This is the second time I am writing my complaint - the first one was never posted!

Had several calls to confirm time and day of delivery. Moved furniture around to receive my purchase. Set at home waiting and waiting. Called Ashley. The truck was canceled for today. No courtesy call. No word at all about no delivery. Reschedule, put my phone number in Ashley website. They have no record for my up coming delivery date. I WILL BE PASSING Ashley furniture store when looking for my dinning room set.

I purchased this set on September 2, 2014. Invoice number [protected]. I contacted Ashley as soon as I knew I had a warranty. To my surprise I had a 10/10 year warranty. I sent them pictures of law tags, and they sent out their own tech on September 23, 2022 he measured the defect on the Sealy Posturepedic Hybrid Mattress with his tool along with his observations. The tech wrote. “ I recommend referring to manufacturing to explore further options COMPLETE MANUFACTURING DEFECTS “ The text also took several pictures. I also contacted Sealy but they directed me to Ashley. Since my cell phone records show I have been corresponding since September 19, 2022. I have a case number from Ashley and a ID number From Sealy. Ashley case number [protected], and Sealy ID numbers are 460874,465914 referring to correspondence from them to file a warranty claim with Ashley Furniture Home Store. I have sent numerous pictures of law tags, Sealy own warranty certificate to both parties. I been dealing with this since September 19, 2022 and currently waiting on a response from Ashley whether they are going to give me a mattress replacement. All I am asking for them to honor the warranty and give me a replacement mattress. Sealy Warranty 10/10. SN [protected]. “ Certificate “ “ Fairness “ I told Ashley customer service if I do not hear from them their response today at 4 pm to a mattress replacement I will move this process forward. All of this is correct to the best of my knowledge. [protected] time stamp when sent to the complaint board.

Item #3080342

Chair was ordered Oct. 23, 2021. Chair arrived at Ashley Home Store, 905 Loucks Road, York, Pa 17404 in January 2022. Chair was picked up by my son and husband and brought to my house in a box. We opened the box, took out the chair. The backing on the chair was pulled apart from the frame and there was a rip in the fabric at the top of the chair. Took it right back to the store. Was told that they would order another chair and I would be called when it came in. I was never called so on September 15, 2022 my husband and I went into the store to ask for a refund because of the length of time for waiting for this chair. Store manager, Christian and employee Tammy, said they had no reorder slip and have no idea where the chair is or if it was ever ordered. Christian thinks it was placed on the showroom floor but they don't know. I demanded my money back but they would not comply. Instead, said they would send an email to corporate and call me back the next day. No call. I had to call them. Tammy, at the desk, says corporate did not get back to them and she would let me know when they do. I do not want this chair anymore. My patience has run out. I would like a full refund of $652.95 and I think after all I have been through, you should graciously refund my money.

My email is [protected]@comcast.net. Please reply.

I bought a $3,000 couch 6 months ago. A sectional. We were told we were buying the whole sectional and I confirmed several times it wasn't just one piece. And they showed up with part of it. We then had to buy the other part, which thankfully the manager gave us a discount on since we were misinformed. That was the only good thing I can say regarding my experience. The couch broke after a few days, even though we barely used it in those days. My partner and I have since been dealing with the absolute worst service either of us have ever had. We call, we get hung up on. We are told we'll be called back, we get no calls. We have been calling, emailing, texting at least twice a week for 6 months with hardly anyone responding. And if someone does respond, we get a "sorry, there's nothing we can do." Finally a month ago we were able to get the replacement piece delivered... And they wouldn't accept the broken piece that we've had for 5 months because it had like 10 pieces of small dog hair. We have 2 small dogs and we've been trying to get the piece replaced for SIX MONTHS. If the company had gotten the piece replaced when we called about it SIX MONTHS AGO, maybe there wouldn't be any dog hair, but as it is it's impossible to get every molecule off. Especially when we have to wait weeks and months to finally get delivery service here. You expect us to just never let a dust particle of dog hair on the couch? Oh, and the second time they finally got the piece shipped out, which was today, we were told yet again it couldn't be replaced because of the dog hair. I asked where in the contract it says it can't be accepted with a miniscule amount of dog hair. I was told it's in the DELIVERY DRIVER'S contract, but not ours... With no due respect, that is NOT my problem. We even had a rep weeks ago say she would put a note on the drivers' order form saying to take the piece even if there is dog hair because it's ridiculous. And that didn't happen. We were told today that the drivers would have to pay out of pocket if there was hair. So... Your company is now guilt tripping us into keeping a $3,000 BROKEN couch that we paid a $400 warranty on? No. I do not care about the $2 that the driver might have to pay for the 10 god dang pieces of hair on this BROKEN couch that we've been trying to get fixed for SIX MONTHS. Again, maybe if there was proper customer service and literally anybody responded to our 100+ calls and emails, maybe the couch wouldn't have hair because it wouldn't be sitting in our small apartment with 2 shedding dogs for, and I can't say this enough, SIX. MONTHS. I also know the shipping company is separate from Ashley, but since they work together, it should have been stated in OUR warranty contract that the warranty is basically null and void if there's hair on the broken piece. Because if that was the case, I wouldn't have paid $400 EXTRA for a service that wasn't going to be provided anyway.

I can not express how angry this whole ordeal has made me, it's taking all of my will power to not absolutely cuss every representative out or just dump the broken couch in front of Ashley Home and refuse to pay another cent. Because this is just ridiculous beyond measure, and I shouldn't be having to pay $3,000 and $400 for a warranty when all we've had is a broken, uncomfortable piece of furniture, and not a single rep or manager will help us. And I know it's just a couch, it's not the end of the world, but this thing was $3,000, I'm still paying on it, and it's been broken practically since the day we got it. We've had to use this now-very uncomfortable couch for half a god dang year and then we're told it can't be replaced because it has some hair on it? And nobody has been willing or able to help us. We call and we're ignored, we have been incredibly patient and this company does not deserve it. I wish I had never even stepped foot inside the store, and I will be posting this review everywhere I can because maybe then we'll get some customer support on this BROKEN. $3K. PIECE OF CRAP FURNITURE. But probably not, if there's anything I've learned from the past half-year, it's that Ashley Home Furniture does not care about their customers.

Ordered a bedroom set from

Michelle Brookman sales rep

Ashley Bergen office manager

Aaron Reed

General Manager

Ashley HomeStore - Glen Burnie

[protected]

7425 Ritchie Hwy

Glen Burnie, MD 21061

They delivered a broken night stand I reported it and they did nothing to replace it. They took my money and refused to honor the manufacture warranty and refused to assist with doing the right thing with replacing the defective nightstand or a refund. Their customer service doesn’t exist. They lied and stole my money at the end of the day. Do not buy from this store they are unprofessional and untrustworthy.

Purchased an outdoor set [protected]:36 AM from the Orange CT store Order number [protected]. During the transaction my wife said we have 72 hours to change our mind the salesman said he would price match if we found it cheaper nothing else. he said he was getting us brand new furniture not that stuff that was outside. I found the price alittle high and noticed the extended warranty that I did Not ask for nor was I asked if I wanted it. (I should have spoken up then) After we left the store we both decided that we really could not afford the purchase. When we c=got home at 2:30 she called the store to cancel the order to which she was told that she had to come into the store to cancel the order. I then look at the paperwork and it said just that. The salesman called us back at 4:35 that same day only to say that we could Not cancel the order it was a final sale! He said there was a sign - I saw No Sign at all. This was Never brought up at Any time during the transaction Ever! If so we certainly would have stopped the sale then! Nowhere on my paperwork does it say or refer to or state anything to do with a final sale only that we have 72 hours to Cancel this sale. This not some special order so I do not see why we cannot cancel this and get our money back in full. I called the corporate number that I found and the woman said someone would call me back to which I have not heard from yet. I have until 10:30 Wednesday to fall in the 72 hour cancelation policy I hope somebody can help resolve this situation for me

I am retired army. I am disabled and have been trying to get the furniture I ordered. I ordered a bed frame in May. Each month they would say it would be delivered in Jun then Jul then Aug. Well in Aug, we took off work when they called on the scheduled delivery day and said they would have to reschedule, the truck broke down. The next week they call, we have to use 2 trucks so it will be several hours after the time frame they had ordinally said. We had prior commitments and could not wait much past the scheduled time frame. It was rescheduled again. Took off work a third time. Bed was broken. End of Aug I called to see if there when we could get another bed. They said they had another bed and would deliver it 3 Sep. Guess what, it was broken. So still no bed. How can you get one that is not broken? Who will compensate us for taking off work so much? Call [protected] or [protected].

I ordered this sectional in the store and was told about the wonderful protection plan that covers anything. Twice my sofa ripped and twice the bogus company denied me. The first time I called Ashley and complained about this they sent me a new cushion cover. The second time they want to charge me $50. I haven’t even paid off this couch yet and it’s falling apart.

Medication/ointment transferred onto our new leather chair and stripped the color. I filed a claim with the Protection Plan and it denied stating that caustic damage isn't covered. They then referred me to 4 repair companies, all of which were at least 2 hours away. The Ashley Protection Plan in notorious for denying claims but I hoped for better as long-time customer. What is the purpose of buying the protection plan if they find any reason possible to exclude the damage from the covered criteria? Nowhere on my terms and conditions is the word "caustic" listed as an exclusion yet this was the word that 5Star repeatedly used when providing their reason for denying the claim.

I purchase a sectional in November 2021. The sectional was delivered damaged. In return, I was given a credit. The credit was actually a card with $330.00 with an expiration date of May 2022.

I was never made aware that the card they sent me was a gift card with an expiration date. I was told I was getting a credit. Credits don’t have expiration dates. Because if for you to use when you need use it as a result of damaged goods. I was not prepared to buy anything in May as well because I didn’t need anything. As I’m now moving I went to get the card and saw the expiration date that was never told to me.

I would like to have a new card issued for the amount that is owed to me. This firm off credit that you are offering is another way of stealing from customers. I’ve been a loyal customer of Ashley for many years. I’m actually shocked at the responses I’ve been getting because this is so unprofessional and bad business.

I would appreciate your assistance in this matter.

Miriam Vella

10821 Beech Valley Ct.

apt. 308

Raleigh,NC 27617

[protected]@gmail.com

[protected]

We have had our dining table for 6 months. The top of the table is already peeling. We called because it is still under the manufacturing warranty for a year. They are unwilling to make it right because we purchased the extended warranty. They say we have to use that. If we had not purchased the warranty it would have covered. What?!?! That doesn't even make sense. Beware, it's all all a scam. Definitely done shopping there! We have bought thousands of dollars worth of furniture. Where is their customer loyalty? Clearly in someone's pocket. We were also told there was not any manager or corporate person to talk to. They are all the same level. What a joke!

My granddaughter purchased an expensive dining room set on 5/28/2022.

ORDER NUMBER:[protected]

I was present when the delivery was made and the gentlemen who delivered it call me outside to see damage. One corner of the table had been knocked off. They said she could keep this one to use while awaiting another table.

Since she had not heard anything she contacted the store and spoke to someone who told her the item had been discontinued and there was no way to replace the table!

SO why had someone not reached out to her to let her know this!

She was told she could come in to the store and pick out something else! Her total for this order was $3405.30. Plus she had already spent over 5,000.00 on a couch and bedroom set. I will mention the couch had 2 damaged sections they let her use until the 2 could be replaced. This did not take long to do.

She was really not given any options --no refund, etc. just come in and get something else. She wanted that table!

I disagree with the outrageous delivery charges Ashley has and was reluctant for her to purchase all she did. She also took out the GUARDIAN 5 year plan yet no one ever offered to send out a stone specialist to even look at the damage.

Just out of curiosity I took a ride to my nearest Ashley store in Madison TN and to my surprise there sat her dining room set! Yes, it has been discontinued and was on sale for 1849.00!

This store said they of course could not do anything about getting her the table.

I believe she is certainly entitled to returning the set to the store for a full refund, including all delivery charges and certainly the protection plan which must be a hoax!

If she is not satisfied with the outcome, then we will be reporting all this to the BBB and anyone else who will listen and help her.

I placed an order to this business back in january or february 2022

I canceled the order do to so many excuses on their behave but, not having the items as it was promised to me. I decided to canceled the order over the phone. I was charged for these order to my credit card and was never refund back to my account and as now I still paying for these order and was never deliver to me. I have tried in so many way to solve this issue by calling them showed in person and it has not solve just yet.

Because I don't think is fair for me to be paying my credit card for this transaction do to their neglect .

Ashley Furniture

24001 El Toro Rd

Laguna Hills Ca

92653

[protected]

My elderly parents bought a sofa set AND a warranty. One sofa broke down in the first year. My parents called the warranty company but they wouldn't cover it. By the time they understood to call Ashley, Ashley wouldn't cover it. NO ONE would cover the broken furniture. THEN the LIE...Ashley decided to send a tech (after we badgered them into it). They tech said it was a failure and that he would order the parts, come back and fix the sofa. Never heard from him again. When I called Ashley, THEY LIED and said the tech said the furniture was ok. ABSOLUTE LIE! SHAME ON ASHLEY. My father is 91 years old. ASHLEY, doesn't deserve your business.