Ashley HomeStore
Reviews and Complaints

Fernando at Ashley San Antonio off I-10 helped my family one evening. We were looking for a reclining sofa and love seat for our ranch house and he told us (as we looked at an adjustable temperpedic) that the more we spent he could get us a free coffee table and 2 free temperpedic pillows. The sofas and bed were delivered. The driver bent our community gate code box. No coffee table or pillows. I’ve been texting Fernando for a month now and he keeps promising he’s handling it. Now he won’t respond. I call the store. No answer and it automatically disconnects. Do the website chat. They can’t help. Fb messenger sends a ticket to get a callback. That hasn’t happened. The dishonesty is unbelievable. We would not have purchased at Ashley had we known we would be lied to. Super disappointed and definitely never shopping there again.

Mr. Valdo Strenta filed a claim on July 24, 2022 at 7:33 am regarding the Vista Mid Tone File Cabinet he received.

The top drawer is difficult to open. The second drawer will not open. The bottom drawer won't open all the way.

The claim confirmation said he would hear within 48 hours. He has heard nothing in 16 days! He has made several trips to the store only to be told they cannot do anything.

Please note that Mr. Strenta is 82 years old and this is causing him extreme stress and anguish.

At this point, he is ready to speak to his attorney to file a claim against the store. Evidently filing a claim with the company does not work.

The phone number is [protected].

I bought my entire house furniture about 14k worth, and I was advised to buy the j. Home service promising they cover wear and tear. IT DOES NOT. Each time I filed a case I was rejected saying “sorry we do not cover this” even tho the pamphlet says that they do. Eventually I received a $250 gift card that I was advised will be valid for a year! I went to purchase something today and guess what.. the voucher Was expired. I called customer service and once again “sorry there’s nothing we can do about if” do not buy anything from this company it’s a total joke!

I ordered a bedroom set and dining table on September 4, 2021. I was verbally told 8 to 12 weeks and was fine with that with supply chain issues. I got my financing secured and paid the required down amount and then am presented with a receipt that said all sales final and a paper that said delivery could run 36+ weeks. I am told to not worry about it, that’s just to protect them from customers who change their mind and supply chain issues. Like an idiot, I sign it. 12 weeks comes and goes, I start calling. No one answers the phone, no one returns voice mails, and no one answers the emails the online customer service agent was able to get me. Had to cancel hosting Christmas as I had no dining table. At 5 months I am ticked and start emailing saying I want to cancel this order so I can buy elsewhere. Nothing. So I start calling the numbers of both local stores incessantly. Finally people start answering the phone. I am told no cancelations but I can have store credit. I had to buy another mattress to throw on the floor since I didn’t have the one I ordered yet. They would not even cancel the mattress. Store credit. At first I was open to that, but then I was worried it was going to mess with the order and delay things more, so I left it as is. Fast forward to 11 months. That’s almost a year I’ve been sitting in a mostly empty house, canceling holidays, family visits, my birthday. I’ve shed so many tears and had so much pain and anxiety over this. But they finally call and say they have my stuff. So they schedule a delivery. Next one is more than a week out, but whatever. I have a junk hauler arrange to come get that temporary mattress I bought the morning of delivery because nobody wants a used mattress, so I have to pay $80 to have it hauled away as I didn’t need or have room for it once the other showed up. So they get here and several of the items are severely damaged, the rest of it is filthy dirty (and after I cleaned it I found more scratches and damage), and that they “forgot” to out my mattress and foundation on the truck. Guys take 2 items I refused and told me someone would call me Monday (this was a Friday early afternoon) and someone would bring my mattress Monday. Meanwhile, one of the guys snuck other damaged items past me into the bedroom and I was so distracted with the other issues I didn’t remember to go inspect those. Why in the world are we making me wait 3 days to call me and make me cry and be upset and anxious and scared all weekend? I’m not owed an explanation immediately? So then I find the extra damage, one severely so, and my heart drops. The guys with the delivery said if I left anything at the house they would make me a low priority and it would take forever to get it fixed. So now I’m bawling because I know my year of living h - - l are nowhere near over. I call the store and they note the additional damage and tell me to wait until Monday to talk to service and I was given an email address to send additional pictures to for the extra damage I found. Wait, what? Service? Why am I talking to service. You brought me broken furniture and forgot 2 items. Why are we not scheduling me the Monday mattress delivery the drivers told me would happen and why are we not ordering me new furniture? So I send the pics to the service email as requested. I get a response about how they will send someone out to correct the stuff in my house (no commitments on when) and they will FIX the broken items and redeliver. What!?! The dresser was crushed! Crushed! I ordered and am expected to pay full price for BRAND NEW furniture, not scratch and dent or refurbished furniture. So now I am livid. Beyond livid. No. I am not being forced to take refurbished furniture and pay full price. They reply that it is “our right to correct our delivery.” No, it is my right to receive the new furniture that I ordered and not broken and repaired items. Just no. After a lit of back and forth and them trying to get me to commit to this, because they swore their Ashley certified technician does “awesome” work, I agreed to give them one shot at fixing it, but if it didn’t look and wasn’t structurally as good as brand new, I was not accepting it and would get a lawyer involved. I also said it has to be done in a timely fashion because this has already been a year of my life stolen from me. They said I could come to their service department to inspect it before delivery, acting like I should kiss their shoes for this amazing concession, refusing to tell me where this is, if it’s even in the same town, and what hours that is allowed. I told them I will not drive the equivalent of more than a half hour and I will not take off work. No response and they just kept asking like that concession deserved a customer service award and was a great deal for me. I emphasized repeatedly, if the repairs were not the equivalent to brand new condition, I would demand the new furniture I ordered and will be forced to pay for. Never once could I get anyone to acknowledge it, so I continued to emphasize that in every message. Then they act like I should kiss their feet for agreeing the mattress they forgot to send with the original delivery for free and like the 2 weeks (not monday like the drivers told me) I had to wait for them and for them to pick up the other broken piece too damaged to fix in home is totally reasonable. Insane and not acceptable. Immediately making me realize that this will not be a timely fix for any of these issues. They won’t give me any idea how long for the in-home fixes either. I agreed not to involve an attorney if they fixed it to brand new and did all of this timely. I can see his will not happen. I am continuing to get consultations with attorneys to get one lined up and filing complaints with everyone from the BBB to the state attorney general because they have shown by making me wait 2 weeks to deliver the mattressTHEY FORGOT that they are not taking the way they are treating me seriously at all and are unlikely to. If I do not hear any status in 2 weeks and if I just keep getting delays and games like they do to thousands of other people on complaint boards far and wide, an attorney will be on board. That will give me time to find a good one and learn my rights.

We purchased a sofa in Jan 2020, 3 months later the frame broke in 2 spots. Due to COVID it took them months to come to "repair" it. They also tried to force me to use the warranty that was pushed on us to buy! (We were told it would cover EVERYTHING, We felt pressured and we were assured it would replace or refund any of the sofa if we were not happy with any thing in the 5 years.)

I then had to argue with Ashley's and said it is within the first year so I will not go thru the ins policy. They argued and I finally got them to send someone! It was prob 4-5 months AFTER we called about the frame. So right off the bat we had a sofa we couldn't use for at least 6 months! The tech came and "repaired" it. However he also left us a bag of the fabric used on the sofa saying we would prob need it (I still have the bag) well within another year the frame broke again and the entire sofa is falling apart at the seams (every part of sofa) and the Ottoman is so broken that there is a hard piece of wood on it (hard to explain but there is no support just wood) it's actually dangerous. We filed the claims and Montage (which took forever as they kept asking for the same pics and kept saying they would get back to us and never would) we actually called weekly and asked for managers who promised they would call back and never did! Finally they said it's wear and tear and they will not cover any of it! They only offered a replacement for the ottoman (saying they have no idea when they could get it to us) or less than half of what we paid because I stated it was dangerous! The rest they said is wear and tear and we need to fight with the manufacturer. First off we were sold that policy stating it covers everything and no way is a two year old couch that already broke 2 times and now is falling apart at the seams everywhere "wear and tear" and in researching the insurance company and Ashley, we now know that is all they do to everyone! I then went to Ashley's direct and complained and was given a case number. They then sent me right back to the insurance company saying they would help me! They didn't, I knew they wouldn't. All that happens is it goes back and forth and no one helps. Now I have a sofa I can't use it's so broken and I had to purchase a new one from a different store

7/7/2022 I do NOT recommend Ashley Furniture STORE in Fredericksburg, Va. They are a scam! Consumers BEWARE! If you are MILITARY do NOT make any purchases from this location and any other locations affiliate to this location. RUN because they do NOT have any integrity! They have horrible customer service, and their furniture is GARBAGE! We have been having issue with them for last 8-months. Regarding damaged furniture that was delivered to my house. We were told it would be replaced and to date 8-MONTHS LATER it has NOT been replaced and we have NOT received any return calls to date! We have been getting blown off, we left several messages and to date still have not received a response to our emails regarding the claim that was opened and allegedly filed with Riley Davis. We were informed by Jason Morgan 8-months who is (claiming to be a manager as they all have at this number) we do not have a claim in the system from Riley Davis "she was still waiting for photos from us" which is not true. I have all the emails to prove it. In addition, we were also informed during the conversation Riley no longer works there and we will have to start the process all over with him. I requested to speak to Thomasina Mills, auditor manager over deliveries, Tasha Tritter one of the head managers in their HQR office and the daughter of one of the CEOs or ANY other another supervisor. He then said he does not know who any of these people are though they all work in the HQR office in the same location. These is unacceptable! WE are paying for the furniture and the furniture protection plan. And can NOT get any assistance from ANYONE in person, by email, and leaving a voicemail. However, they are all over you when you’re making a purchase after that nobody CARES AND know anything and are not approachable or willing to assistance to get the situation resolved. THEY HAVE YOUR MONEY AND THEIR COMMISSION ALREADY SO THEY DO NOT CARE! I contacted their HQ/CORPORATE office, since we were told this email will reach all higher up management, by phone, and sent emails, spoke the sales associate, one of the managers at the store where we made the purchase and they stated either they cannot help and were very stand offish, non-approachable or their favorite go to is you have to contact HQ/CORPORATE office as I already have countless times! With no resolve or communication! We are very frustrated because we have sent emails to their corporate office, left countless messages and this has been the worst customer service we have ever experienced. We are a military family and new to this area and will never spend another dime in Ashley furniture Stores or will we refer this franchise to anyone. The customer service is horrible, and the furniture is junk! We have been getting nothing but a run around since this purchase 8-momths ago. We have contacted the store/the sales associate (Fatima) and neither have been of any assistance to us. Blown off by them as well. Clearly it is all about the commission! NOT the customer and/or quality of customer service! We still have the damage furniture and have NOT to date been contacted from ANYONE! Very Dissatisfied Patrons!

Very slow delivery. We have ordered several items costing us around $10,000 since 5/14. Today is 7/8, but we received only three items. We are still missing 6-7 items. We went to speak with store manager twice. The only thing he did was blaming to the factory. Now we want to cancel on the items we have not received. The manager told us to pay 10% cancellation fees. That is really bulls***t. He is not responsible at all. I wouldn’t recommend this location. Bad service after sale. Very slow delivery !

Hi Team,

I have bought a bed from Ashley in November 2021. After multiple follow ups they finally delivered the bed with multiple issues like many cracks and chips on the bed, bed slate was bent and storage drawers were not of same color as the bed, stained mattress which we reported on the same day and were promised that all parts like drawer and slate would be replaced and rest of the issue would be repaired.

Order details:



Order #: [protected]

Customer #: [protected]

Order Date: 11/22/21

Total Sales Order: $6,486.15

After being on call with their guest care for many many hours the issues are still not resolved. Their assigned person never calls to give any update. Every time I call a different person picks up and tells some story of delay, this and that. All kinds of reason rather excuses.

In May/June when I called they told me that we are putting an exchange request as replacement is getting delayed and agreed for an exchange as they said.. And then I did not hear from them. Recently when I called again, they are saying our supplier is no longer selling this bed and we can not replace the drawer but we can replace the slate and were offering gift certificate of $188 for the drawer if I decide to keep the drawer as is.

Today the guest care is saying they will not replace the slate too and offering $200 gift certificate for keeping the bed as is.

After spending 200s of hour they are so rude is their behavior and changing their words every time. I never received a proper bed while I had paid full in advance. They do not support email channels, only option I have is reach the guest care which is of no help as they could not resolve my issue even after 6 months.

Placed an order for 30,000.00 worth of furniture about the middle of last August 2021, it is now July 03 2022 and I still do not have my refund for about 20,000.00 worth of undelivered furniture, after getting sick of the wrong orders and returns I told them I would keep what was delivered please cancel the rest of the order and send me the refund, they agreed and assigned a lady named Brianna which I contacted by email except I have not had any further contact and after sending numerous emails I have no idea if she is still employed there or what. It has been almost one year and I can't believe after all the trouble I went through trying to correct things I have now been abandoned. The reason I originally used them was I needed furniture as I had none and was sleeping on the floor, they promised in one month the other stores said about three months, this is why I used Ashley and now regret the day I ever set foot in that place. What are my options other than spending and taking them to court, I am 70 years old and have never had something like this happen to me before, I gave them my money in good faith and now they seem to want to defraud me of the money that was not used, this is not about poor quality or change of taste, this is all about them not having supplied what was ordered, I only have a partial order and as much as I let them run me around was willing to forget the incompetence but not the huge return they owe me..

Any bright ideas?

Kindly note that Ashly Home store in Canada dealt with me in very bad way. I bought my furniture and i insisted that i will move for new house at june 30, 2022 , so they have to make sure all the furniture will arrive before june 30,2022.

They confirmed all the furniture will be arrived before june 30, 2022.

Now they said it will not arrived till july 5.

I have family where should we sleep for 6 days?

The manager told me i will call you back but he didnt.. they dont care about us.

All my family will write very bad review against Ashly .

You have 2 choices

1: deliver the furniture before june 30,2022

2- pay the hotel rent for 6 days… till I receive the furniture.

I rent the current house as fully furnished..

while the new house is unfinished.

This the first and last time to deal with Ashly

I will also tell all my friends not to deal with Ashly any more..

Raheem

My phone number

[protected]

Case #[protected] order number# [protected]

I ordered a package of patio furniture which came with 8 chairs. I only received 4 chairs.

1. If you look on your web site you will see that each order comes with 2 chairs

2. I had an order of 4 which = 8 chairs

3. If you look at what I paid it was over 2500 – do you really think 4 chairs would cost that much.

4. I have been dealing with this way to long!

I went to the store two weeks ago. The manager and another associate confirmed that I should have received 8 chairs.

1. The associate called me the next day and said she called the warehouse and found out that the chairs were unpacked and that the package had 2 chairs per package.

2. The warehouse was going to find out what happen to the other 2 orders (4) chairs that were missing.

3. Someone was going to call me to schedule the delivery – 2 weeks later and have not received a call.

I would like to have this resolved as soon as possible.

I purchased a pair of end tables for my living room, through a company called Cymax. Basically they're a middle man that sells Ashley furniture, along with others. They have a very clear policy that if something is damaged in shipping, they honor it and fix the situation. However of the actual furniture is damaged or inferior, Ashley has a 1 year warranty.

So I ordered the tables, received them in a timely manner undamaged. I put them together and immediately realized they were very flimsy and did not represent the description. The "wood" table tops are actually particle board with a weird paper finish over them, and the metal base is super light and flimsy. The table tops are already peeling. Tables shouldn't peel!

So, I call Cymax. As advertised I need to get in touch with Ashley about the quality. This makes sense, as the tables came with an actual warranty attached to them, from Ashley! So no problems, right? They back up their furniture for a year! Well, Wrong!

Ashley says they hold no responsibility because I bought the tables through a store other than theirs. I questioned how Cymax is responsible for crappy quality they didn't make the tables. I pointed out there was even a warranty from Ashley in the box! They made me send pictures of it, including the exact page where it says tables are covered for a year. The representative told me again that they have no responsibility for this warranty... even though it came from their company! Zero accountability! Ashley manufactured the furniture, they should be responsible for the furniture.

So unless you have money to flush down the toilet, avoid Ashley at all costs. They sell cheap garbage and refuse to back up their warranties.

Just as a side note, if you don't want to honor your warranty, stop attaching a copy to the things you sell.

Worst place to get the furniture.They delivered our bed without legs and when we asked they told it will come in 10 business days now they are telling that it will come after 3 months. worst worst customer service

i dont know why they want to deliver the bed without leg.

So not sure will

On Tuesday May 31st I had a couch loveseat and recliner delivered. My husband and i decided the furniture was too small for the large space so we wanted to return it. I called the store and was told I have to open a case and would be contacted in 24-48 hours. It is now June 5th and I have not heard from them and have since purchased new furniture that was already delivered. I just want to return this furniture not sure what the problem is. Ocala store employees are of no help.

We purchased two leather (power reclining) love seats and two oversized leather (power reclining) chairs from Ashley Furniture. Shortly after purchase, they sounded like a freight train when reclining/retracting. After weeks of techs coming out with no resolution (was told the issue can NOT be fixed), we wanted a refund! Ashley wanted to replace all four pieces prior to refunding, reluctantly, we agreed (big mistake)! We were assured that if the issue persisted, we would receive a refund (have in writing). To no surprise, they did the same and now it's like pulling teeth to get a refund! It's been months now trying to get a refund! I can't get anywhere with online customer service chat, 800 customer service line, local store # or instore customer service! We've sent video's along with written statements of the issue to no avail... Finally, we had to visit the store in hopes of a resolution! At the time we visited, the store was hosting a regional managers meeting. After getting absolutely nowhere with the customer service desk, I asked to speak to a manager only to be told they couldn't be bothered as they were in a meeting. Are you kidding me... It was my only chance for a resolution after months of trying on my own! I patiently waited for the right time, when they were breaking, I walked over and was met by one of the managers asking if he could help me, I explained the situation, he apologized to me saying "this is ridiculous", he then stepped away from the group and walked me over to the customer service desk and instructed them to handle our issue and apologized again. I thought FINALLY, a resolution... NOT! The gal that was appointed to handle the refund is now MIA, I've emailed multiple times with followed up with calls that have 2+ hour wait times... zero response! To date, NOTHING has been resolved! As I type this complaint, I've been on hold in queue for over 1.5 hours, now on hold with customer service, NOT holding my breath since I've been disconnected in the past after two hour hold times! Should be so simple, I have in writing that they would issue a refund, videos/explanations of the issue, techs that have told us they can't fix the issue and a manager who instructed customer service to handle our issue and... NOTHING! NICE... I was just transferred to the wrong store after 2+hrs on the phone with customer service and told "we can't help you at this location, you need to contact your local store"! SHOCKER! BYW - customer service knew exactly which store we purchase the furniture from PRIOR to transferring me to the wrong store! I am so frustrated I could scream!

BUYER BEWARE! Ashley Furniture is HORRIBLE!

We purchased a sectional in around may 202. We bought the extended warranty because the sales rep stated it covered cleaning and wear and tear we mentioned we had 6 kids. Now less than a year we called about couches cracking when we sit on certain areas and they need to be cleaned. Ashley furniture will not deal wit us and hung up twice they state we need to speak with the warranty department. The warranty department also denied our cleaning claim and wont even entertain the replacement guarantee. The cleaning claim was even denied. We spent about 4,00 on these couches and now were screwed, horrible, horrible customer service