Ashley Homestore

My wife purchased a dining table 10 months ago; we are both in our 80s and do not abuse the table our last table lasted us 35 years and was still in fair condition when we gave it away. The new tabletop finish is peeling away all across the top. Spent 4 hours with customer service and then had to pay $90.00 for a tech to inspect it took 3 weeks to get him out. He spent 5 minutes looking at it and stated that it was water damage, note this is a dining table water should not affect it except maybe staining if left to long. It appears that the finish is thinner than a sheet of typing paper and what looks like very poor grade particle board structure under neath the finish. DO NOT BUY FURNITURE FROM ASHLEY FURNITURE, THE PRODUCT IS BAD AND THIER WARRANTY IS NO GOOD

I purchased four barstools from the Ashley Furniture store in Palm Desert after researching them online and visiting the showroom. Three of the four boxes remain unopened, and one was opened only to discover the item was the wrong size. When I attempted to return them, I was told Ashley Furniture has an "all sales final" policy and does not accept returns. At no point during the purchase did the salesperson or paperwork process clearly disclose this policy. We were rushed through the transaction, and there were no conspicuous signs posted in the store making this restriction known. The website and in-store documents also present confusing information about returns. Only after extensive research did I learn about a hidden process requiring a "Notice of Dispute" buried in the fine print of Ashley's website. This is not what I expect from a major retailer. In today's marketplace, virtually all retailers accept returns on unopened merchandise within a reasonable period. California law even requires "all sales final" policies to be clearly and conspicuously posted in stores. Ashley Furniture failed to meet that standard. Consumers deserve transparency and fair treatment. Unfortunately, my experience with Ashley Furniture was misleading and unnecessarily burdensome. I would not have made this purchase had I known the true nature of their return policy. I highly suggest you shop elsewhere. I know I will.

I purchased a reclining loveseat from Ashley Furniture and paid $459.99 for their 5-year protection plan, which they promoted as coverage for structural issues, accidental damage, and in-home service. Just over a year later, an entire section of the cushions collapsed — and that's when the nightmare started. Ashley immediately dismissed me, saying the 1-year warranty had expired. No concern, no help — just a rude referral to Extend, the third-party warranty provider. Extend then gave me the runaround: Told me to "just pick a date" for the claim Denied the claim for choosing the "wrong" date Locked me out of the system After escalation, denied the second claim within hours and without any inspection They cited a vague exclusion hidden in the fine print, despite the actual policy document listing coverage for the type of failure I experienced. Ashley now says they "can't override Extend." But Ashley sold and profited from this plan. They're responsible for what they promise customers — and what they promised was peace of mind. What I received was a collapsed couch, hours of wasted time, and zero accountability. This isn't just my story — thousands of complaints online say the same. Ashley Furniture will happily take your money, but when something goes wrong, they vanish. Avoid this company if you value support, honesty, or products that last. The protection plan? Just an upsell with no protection at all.

This review is based on my experience with the Fairfax Ashley Store. Extremely disappointed with my experience at Ashley Furniture. The entire process was filled with poor communication and unacceptable customer service. The administrative office made an error and refunded the wrong credit card. When we brought this to the attention of Deka, the manager on duty, she did absolutely nothing — no apology, no acknowledgment, no effort to correct the mistake. Completely dismissive and unprofessional. She actually laughed when we mentioned the issue. On top of that, the delivery coordination was a mess. After the store emailed us to schedule delivery, we promptly replied on May 27. Despite sending three follow-up emails, we received zero updates until I finally had to call the customer care line on June 9. To make matters worse, once I finally reached someone, they pushed the delivery date even further out. This has been one of the most frustrating and poorly handled customer experiences I've had. I will absolutely not be returning to Ashley Furniture and strongly caution others. The only bright light of the experience was Asha - she listened to our needs when we were exploring which couches we were considering and was patient and pleasant.

This place is a bunch of Con artists. Once you purchase something, you are on your own! The furniture is cheaply made junk!

This is got to be the worst company to buy anything from. They completely messed up my order and it's been over a month with them making promises to correct the problem but keep making excuses and delaying. They ignore the BBB complaint and their management acts like it's a joke to mess with their customers. They have now been calling me several times a day for weeks with several emails a day as well. They have purposely linked my phone number and email address with other customers orders. I am getting their private information with their names and home addresses. I'm sure my information is also being unlawfully disclosed as well. This has been reported to them many times but to them it's just a game. They are argumentative, they lie, and are vengeful. If you value your private information and expect to get what you paid for then do not do business with this company. There have been many lawsuits against this company and I'm sure there will be more.

The very good is the manager Rick. He is professional, very experienced, empathetic and is willing to actually help find a solution with any problems. However his hands are tied and has almost no ability to help once your furniture is delivered and set up. So unless what you are buying is an absolute no brainer, walk on by or rather RUN. First of all I purchased a bed that kept getting delayed and delayed and delayed. You'd get update notices, arrange to miss work, and the day before get an oops there had been a delay from the warehouse. There is a less than zero chance that the original delivery date promised will actually materialize when there are many moving parts. We ordered a bed, a mattress, a foundation ( bottom) and something was always not available. After months of stressful follow up phone calls, apologies, lack of communication between delivery dates, actual merchandise availability, canceling my company since there was nowhere to sleep, we went to the store and changed our order. The new one arrived but if you buy a platform bed they come with too options 1) a 5" base that has the mattress sitting below the frame to appear seamlessly as one and a 9" that has the mattress sitting 21/2" above the bed frame and doesn't look like the website or any of the platform beds you see everywhere. It's always messy and unfinished looking because even if it's tucked in it's an eyesore with the base sticking out. When I called the store they asked had I been given a choice and I asked a choice of what? Base heights was the answer. I said absolutely not and I inquired as to why this information was withheld and it was an obvious store mistake at point of sale. They said they would forward it to corporate who said no luck You bought you got it. They were not at all interested in why there was a mistake or how to possibly fix the problem. It's a shame because the bed is actually very nice and the mattress is great but the base is too high. The cost for them to fix it is minimal since it's a fairly inexpensive part but they would rather do nothing and have another unsatisfied customer. The owners are billionaires so they obviously don't care and the corporate culture is to deny deny deny and hopefully you will just give up and go away because you're exhausted trying to get them to do the right thing( very similar to health insurance issues) Too bad they have the option of doing the right thing because they have a good product at decent prices but that would imply they actually know the definition of doing the right thing.

1
4.5
(799)
Reviews
All
Sales127
Delivery73
Information33
Questions31
+6
Sort by
Most relevant
Newest
Highest
Lowest Keith O'Brien
4 reviews
It's not the Ashley Store but the Company. In December, I purchased an Ashley Chesterfield/Loveseat set through a local Furniture store(Good Reputation for customer service). The Chesterfield was in stock and I received it, the Loveseat … More Tom Meredith
2 reviews·2 photos
4 months ago
We went out on the hunt for a new couch. We decided to go to Ashley as we'd heard good things about quality. The experience was nothing but positive. We were greeted by Stephen 2.0 with a "Hey how are you doing? If you have any questions … More
Photo 1 in review by Tom Meredith
Photo 2 in review by Tom Meredith Ashley HomeStore (Owner)
3 months ago
Hi Tom, wow, we really appreciate your detailed review of our store, delivery and your experience working with Stephen! We hope you enjoy your new couch set! Tammy Nickerson
1 review·3 photos
A month ago
This was Amazing and the team at Ashley's furniture 😊well worth the travel 3 hrs to Dartmouth n.s. 🥰😊 Stephen and Devona are kind and wonderful to deal with 🥰 Thank you team!😊🥰 we was looking to down size and that we did and bought … More
Photo 1 in review by Tammy Nickerson
Photo 2 in review by Tammy Nickerson
Photo 3 in review by Tammy Nickerson Ashley HomeStore (Owner)
A month ago
Hi Tammy, thanks for your review! Nadea Vetrova
Local Guide·4 reviews·33 photos
3 months ago
I want to express my gratitude to Steve (Sellers manager) for their exceptional assistance. With his help, we were able to make the right choice with ease. Working with Steve was a smooth and comfortable experience. He is incredibly … More
1 Ashley HomeStore (Owner)
3 months ago
Hi Nadea, thanks for your comments about your experience with our store and working with Steve! We appreciate it!
Keith O'Brien
4 reviews
2 minutes ago
New
It's not the Ashley Store but the Company. In December, I purchased an Ashley Chesterfield/Loveseat set through a local Furniture store(Good Reputation for customer service). The Chesterfield was in stock and I received it, the Loveseat was ordered. Near end of February, I received a call from the Furniture store that due to the Tariffs between the USA and Canada, Ashley Furniture will not be delivering this product. The Furniture store offered a refund for the Loveseat. I explained that this is unacceptable. I purchased and paid for a set, and 2 months is long enough time to have the Loveseat delivered. From Ashley Furniture, it was decided that as the Chesterfield was at my house for 2 months, they would not accept a return or provide a refund. I am left with a Chesterfield that Ashley Furniture has decided after more than sufficient time to not honor the purchase to deliver the matching piece, and not to provide a refund with return of Chesterfield so that we can look at purchase of a matching set. I have searched online, and US stores do have the product available.
If you are going to purchase an Ashley product, keep in mind, you are purchasing a product from the USA, and if the store doesn't have the complete set in stock, do not agree to a backorder, just walk away.

On February 10,2024, I bought two (2) Power Sofas with Adjustable Headrests (Item: *******) at the Ashley Homestore in Pasadena, Texas. I paid $3,224.21 total for both sofas plus delivery charge, protection plan, and tax on my credit card. Ashley's delivered the sofas to my home on 2/15/2024.
Unfortunately, the Leather material of these sofas has failed. After only 6 months (August 2024), I noticed the Leather peeling. I called your store and the Extend warranty company on August 10,2024, and after 2-1/2 weeks I received an email stating that the couch was still under the manufacturer's warranty and my claim was closed. On August 23,2024, I called Ashley's customer service and through an online chat they offered me a $167 Ashley's gift card. I declined that offer and they then offered to repair the sofa. I accepted that offer. Before any repair appointment was set up, I was notified by email on August 24,2024, that I had no warrantable concerns present and my claim was closed, noting that the failure is a Manufacturing of fake leather. I made one more call to Ashley's on August 25,2024, and was told that normal wear and tear is not covered. This is not normal wear and tear! You offer a one-year warranty on all manufacturing issues. Material is supposed to last for years, not months! When I questioned that answer, you had me send more photos, but then ghosted me. I continually ask a rep to email me and let me know how they plan to rectify this situation. Ashley's needs to come pick up there Low Quality furniture and refund my full cost!

Tempur a famous name and distributed by Ashley Furninture in Panama has sales personal who are not professional. I purchased 2 tempur matresses size queen medium firm paid for it and to my surprise when I received it was totally a different matress from what I had purchased. When I called them and again went to thier showroom to my surprise they tell me I have to pay an extra like 400.00 more per matress which is another 800.00 more. Ashley has cheated me. Ashley in Panama swindle their customers. Ashley Furniture is a very dishonest company. Date of experience: November 2024

This is by far the worst place to order from the wait is 6 months to a year. They tell you anything just to make a sale. The furniture falls apart soon as you get it and that's with their employees setting it up. The customer service in person is totally different from the phone. They give you the hardest time when calling in about a repair whether its not being able to find your account or not even showing up for the repairs. In other words, I would not recommend.

Buyers beware!Bought two end tables.One of the end table finish coming of scratches.Have a 5 year warranty.The end tables are not even 2 years old.There refused to replace it.Had to file a Better business report on them.Ashley furniture will give you the run around.They have an excuse for everything.There furniture is junk and won't Honor warranty.Do not buy from them.They will ripe you off.

November 2022, Ashley Furniture delivered broken and damaged furniture. We filed a claim within an hour of the furniture delivery and they refused our right to a Full Refund. Instead, they forced us to wait for a "Technician to Repair" what should have been delivered in New and Good Condition. Yet, while waiting for a "Technician," they decided without our acceptance, to refund us $200.00 and called it "Done." We never approved or accepted the offer of $200, yet they just sent it back to our Card disregarding our right to Cancel For a Full Refund. They never sent a "technician" either. We would have never purchased Ashley Brand Furniture or purchased from Dufresne Spencer Group dba Ashley Homestore, if we knew in advance that they would NOT honor their own Sales Agreement and Deliver Broken/Damaged Furniture. It's been almost 2 years and they have ghosted us, stole our hard earned money and left us with damaged furniture.

This is my 3rd time that I bought a furniture from Ashley that it was delivered damaged or old furniture that it's been sitting in their warehouse for a long time. You can see the wood finished like already rotting. Even the technician who came agreed to it. I will never again buy any furniture from Ashley Home Store.

Buyers beware of the Tempur-Pedic and Sealy 90-day sleep guarantee. The salesperson didn't explain how the guarantee worked. If the mattress is not a good fit, you can only return the mattress for equal or greater value. I am in the process of returning the Temper-Pedic Pro-adapt because the mattress is extremely uncomfortable. I settled for another mattress which also has to be a Tempur-Pedic or Sealy brand and it wasn't as expensive as the initial mattress. I was told I could not get a credit even though it was cheaper. I am now stuck having to choose a mattress that does not work for me.

I also went by Mattress Firm and found the same exact mattress but there 90-day sleep guarantee works significantly different. At Mattress Firm they will allow you to return the mattress for a refund or a less expensive mattress. I'm not sure why Ashley Furniture is not allowing this same type of return, but I will never shop there again.

I advise all potential customers to PLEASE read the fine print on Ashley Furniture's policy on the 90-day sleep guarantee on these mattresses.

April sales associate: Customer service/ Smile/ made my experience exciting. My shopping experience at other retail stores was not good but she made my day.

Could not get the $200 rebate to go through because I did not have delivery yet to due to the new construction; the exact serial numbers were required and the store could not supply those. When I went into the store to get help to submit before the due date, I had all the forms ready to submit, but there wasn't any staff in appliances on a Monday at 1pm. A manger helped and called appliance sales and was told that it wasn't necessary to submit as it was new construction. I even had them sign paperwork to stating that. Now that we are due for delivery, I am told by that salesperson that that is not true and it had to be submitted. I was respectful as a fellow salesman's yet Krista hung up on me and took no responsibility but said I had to fight it out w management. Very disappointing service!

I visited the Rochester, MN Ashley store to shop for a mattress. I was not planning to buy the mattress from this store but an Ashley store in Nashville. I explained to the store manager Matthew Buecksler the situation and what I was looking for in a mattress. He treated me as a buying customer even though he knew I was not going to make a purchase in his store. I could not have asked for better service or treatment. I would highly recommend this store for its service.

I will never purchase anything else from ashley's! We have had so many issues with them over the delivery of a table that was the wrong color because they misrepresented the colors online in an ad. I tried to refuse the table but they wouldn't take it back it might have been the right table but it was the wrong color but they say it is the right color. They will not let us return it even though we went to their store the very next day it was open and told them we weren't happy with it! It's ridiculous that they won't let us return it. Since we literally had it a day and I do not like it because it's not what the color I thought I was getting