Ashley Homestore

My boyfriend and I just moved into our first place together, and we wanted a nice first bedroom suit, the first sales associate was extremely nice and helpful (Reggie Chapman) we hand it delivered 1/13/23 the day we moved in. Not even an hour after they left the head board bracing that only had one screw put in on both sides came off; As well as a chunk of the top of the head board was also damaged. After calling customer service, they said it would be 3 weeks until they could come and replace it, so we said we wanted a refund, they said they would come and get it 1/19/23 they would just call us with a time. After calling 7 times, they just keep saying they will call us back. With that being said, my boyfriend and I are sleeping on the floor because our bedroom frame isn't useable. As well as getting our clothes out of boxes because we don't know when they are picking up our bedroom suit that we paid $2,273.31 in cash. I do NOT recommend them for customer service/ Quality furniture. And we are still waiting for a call back and its been almost 2 weeks -Desteny Hirak

Ashley is a great place to get stuff from if you get the good stuff. I paid 2100 for a table that was terrible called they did come back and get it and 3 weeks later gave it back the scratches were gone but the other flaws showed so much more and they refuse to give a new top for it. The online help messed up had to order the other part of my order again got charged another delivery fee even though they brought everything in 1 delivery and they refuse to give me that money back.

I was so excited to order more stuff and sad this has happened cause now i cant trust them. Everyone who i talked to understood and had to go through higher up and nothing never happens.

Bought furniture from Ashley furniture a year ago in February, didn't even get the set until late May, double recliners on couch broke down by November, and waiting on parts now for over 2 months...customer service keeps sending me in a circle...Do Not Purchase from Ashley Furniture, horrible customer service, and not impressed with quality of furniture! We are sitting on the oversized chair for 1,790.00 balance owed on this poor quality furniture, and horrible service to rectify issue. Shame on you Ashley Furniture!

In July 2022, I purchased a coffee table from Coquitlam store. I was told they had to order it in, wouldnt be here until September. In September, I received a call that it had arrived, so we went to pick it up. When we got home, the tabletop was warped/ not even, I called Customer service and spoke to them, the lady apologised and told me she would order me a new tabletop, I asked what should I do with the one I have, she told me to hang onto it, as she was just going to oder the tabletop not the whole thing. 2 months later, end of October, we got a call that the top had arrived. When my husband went to pick it up, it was the wrong colour. Thankfully he had checked it out before he left the store. He left it there and was told they would reorder the whole thing. Then I received a call from the women in Customer Service that I had the conversation with, she once again apologized for the experience, and for my troubles this time told me they would deliver the new one to my house. Waiting, waiting, waiting, waiting, Then, in January I called again, and was told there is a new Customer Service department, that beginning of December, there was an organizational conversion, and another team was taking over customer service department for BC, they also told me that they had no record of me waiting for another tabletop. At this point it has been 7 months since I made the purchase, still without my coffee table. I am now frustrated and asked for a refund. I was denied the refund, I was old that they would reorder it for me- which could take another 1-2 months. I went back and forth with the VERY rude supervisor at Customer service, when I asked to speak to a manager, she told me that they would only tell me the same thing, she was refusing to put a manager on the phone, at one point she even told me they were in a meeting, so I told her to have them call me back. When I finally spoke to the manager, sure enough, I only had 3 options, and not one of them was to refund me for the coffee table and all my trouble. I was trapped in this nightmare of a purchase for a coffee table I still didn't have 7 months later. I have never been treated so poorly, been forced to keep a purchase and being punished for their own mistakes. This is not acceptable service or quality. I WILL NEVER URCHASE FROM ASHLEY AGAIN- my family and friends know it and I will continue to blast them on social media until my situation is resolved. They now have until Feb 3rd to get me my coffee table- against my will, I had no other option other than to reorder it, I am at this point in tears with the manager, and now I didn't even want it, knowing what I have been through and that this is how a company treats its customers I am appalled. Something needs to be done about this, I expect a reply and follow up to my complaint.

My husband and I bought a new couch and chairs, and they were delivered on Dec 6th. I showed the delivery person the damage on the couch, and he said he would make a note and have someone call me within a week. Of course, we heard nothing. I have called the store several times and always have to talk to someone in CS. Which has gotten us nowhere. We have 8 tickets out and still have not received a call from GRT. They wanted pictures but did leave on the message how to get the pictures to them. I've been to the store 3 times now. The girl at the customer service desk has been very helpful, but we still haven't heard anything about them trying to fix or replace our couch.
We are very disappointed in this customer service.

Great service good prices great delivery service
Great service good prices great delivery service
10 stars

I ordered a sectional couch and a recliner on November 10. The website said delivery would be in four weeks but when I got the delivery notification it was eight weeks and then my delivery was rescheduled yet again and when it finally showed up two months later, there was a cut in the couch and I had to Reject it. Now I do not know if I'm going to get another couch, if it is going to take two more months or if I'm going to have to get a refund and start all over again I have been without furniture since November, and this whole process has just not been worth it. I will never go to Ashley furniture again.

If I could give your company -5 stars I would. My husband and I bought a very expensive couch from Ashley's and have not been happy with the product at all. Within 2 months of owning the couch we ran into issues with the cushions. We've spoken to management many of times to try and rectify the issue, but they are not willing to work with us. We've had a technician come to the house at least 5 different times to bring it back "up to standards". However, after only 2-3 days after it goes back to what it was like prior to the technician coming out. We've had new cushions sent to us and it still does not resolve the issue we currently have. ASHLEY FURNITURE IS OKAY WITH STEALING OUR MONEY. My family has bought from Ashley and we also furnished our new home with some pieces from Ashley, I never thought I would say this but I will NEVER give Ashley's my business again. I'm so disappointed in the product we bought and I'm even more disappointed in the customer service. Management has closed our complaint stating they did "everything" they could, but yet my couch is still not fixed. I have some cushions that are 3inches lower than other cushions. I'm disgusted with this company.

UPDATE: I had called customer service and was told that someone from management (Wendy) would call me back by the end of the day. Mind you I called earlier on in the day so there was more than enough time for a phone call back that same day. I NEVER got a phone call back so I called the next day in the late morning to follow up and and apparently Wendy and the other manager were out. This is not unusual because they did this when they were dealing with my husband. They said they would call back, we wouldn't hear from them for weeks at a time and when we'd call to follow up they would happen to be off. Since they were off I asked to speak to someone above them and I was told no. Their customer service is a complete disgrace!

UPDATE: 2/8/2023
So I finally was able to get a hold of someone only after blowing up social media, in which they mentioned they saw all my posts so I know that is the only reason I heard from Ashley's. I spoke to someone in the escalation department and was told that what has happened from the start of my claim was not handled right (this is very true) and they for one last time they wanted to send out their best technician to look at my couch. Word for word, "this technician is the last and final stop" Well the technician came and basically reversed everything the last 4 technicians came and did and say we needed new cushions. Please note, that this was what Ashley's did in their 1st time to try and fix the issue and it didn't work. So weeks after having the 5th technician to come out, we got our new and "better" cushions.

Within not even 24 hours of receiving these cushions and changing them out, the integrity of a couple of the "new" cushions already looked super worn. I called and spoke to the person who stated that this would be the last and final attempt to bring someone out here and of course it was LIES. She then transferred me to someone else because obviously she was tired of dealing with me and he states that he wanted to bring the same technician out to service my couch. I told him that will not be necessary because I was told something different. He then said he was going to see if he could either give me 20% of what the couch was worth as a credit and let us keep the couch. I said I don't want the couch because I'm clearly not happy with the quality of the couch. He then said maybe we can do a store credit and I could pick out another couch and upon delivery of the new couch they would pick up and remove the other couch from my home. This was only after arguing with him that he mentions this "solution". He said he would have to speak to him management team about this and I would received a phone call back. It's been a week and crickets…so I called 2 days ago to follow up and I was told I would get a phone call back the next day (yesterday). So I called again today and was told that no one is available from that team to talk to me.

ASHLEY FURNITURE IS A COMPLETE JOKE AND THEIR CUSTOMER SERVICE IS ATROCIOUS!

What a nightmare of a store. The wife and I ordered dining room and living room furniture, and it took 5 months for delivery. This was post-pandemic, so we were understanding. The problem started when it finally was delivered, some of it was either damaged or didn't function. So we contacted Ashley, and they said they were going to order replacement parts and send out a "technician" to make the repairs. 4 months later, the parts came in. The technician came over to make the repairs, but his repair did not fix the problem. So, I contacted Ashley for an exchange or refund and was told that this was impossible, that they do not accept exchanges or give refunds, and that I would have to try again to have it repaired. IF you do go to this sorry excuse for a furniture store, make sure you get the protection plan! But I advise you to steer clear of this place altogether.

Ordered online. Said delivery would be 2 days. It's been 3 months. No contact from them. No return calls or emails.

Received the platform rails yet No actual bed yet.

Wish I would have read and seen these reviews ahead of time.

Worst experience ever. So glad I didn't purchase my mattress and box spring from them. Bought those elsewhere due to the sales rep at the store was unprofessional and rude to say the least.

They have the worst customer service. I bought two dinning sets and was delivered un boxed or wrapped and the delivery guy was in a hurry didn't stay to go through the pieces we got but he did notice a chipped corner which he attempted to fix with a brown marker that doesn't even match the table. Called customer service to help me out they sent a tech after a week that told us one of the tables are not fixable. He left advising us that he will be sending the report to Ashley. Still waiting for their call...DONT BUY FROM THEM

I spent 700+ on 4 dining room chairs, within 3 months the foam on the seats formed weird crater like indents. I'm single, don't wear jeans or items in my back pockets. This is 110% manufacturing defect, bad defective material and over 4 "specialists" at Ashley say no warranty, cosmetic defects? No! Lies! Bad company! Crappy overpriced products, this was their signature line, made in Vietnam, junk, I'll never ever shop here again and highly recommend you don't either!

Ordered sofa and loveseat from Ashley Furniture in Novi, MI. Salesman was great.

Then, furniture was delivered two weeks later than told at time of sale with no communication or explanation. When items were delivered, we noticed the love seat was only wrapped in plastic wrap unlike the heavily packaged sofa. When we asked the driver, he said they had to open it to ensure it had the legs because they had some issues with this recently. Before we were able to open it, the delivery truck drivers promptly left. Upon opening the package, it was clear that the item was not only damaged, but it had obviously been used. It had signs of wear and tear on the cushions and arms.

We called the service number provided on their website and in our confirmation email. The agent was not pleasant and told us they could only send a service agent out to see "if it could be fixed". We clarified that this was not fixable and it had been used. We paid full price for a new item, not a used one. We asked to speak to her supervisor who was even less pleasant. She said we should have refused delivery, and since we didn't, she couldn't do anything. Are you kidding me?!? This company is an absolute joke!

Do not buy anything from this company!

Late November I purchased a reclining loveseat from Ashley Homestore in Kissimmee, FL. I paid $1,575 cash for delivery on December 1st. Delivery was delayed by several days, however, upon the delivery of our loveseat, I verified that the same Ashley Homestore had the same loveseat on sale for $1,324.13. I immediately contacted our customer representative to claim the difference. He acknowledged and had to discuss the reimbursement with his manager Abdul Hart, only to find that his manager declined to refund and that I'd have to call corporate for my claim. I called their corporate office and was told that the local store was to issue the refund for the difference in price and I had the right to my claim, per the statement right on the sale price. Ashley Homestore location in Kissimmee, FL management, Abdul Hart and Yohanna, have denied my claim to a reimbursement for their own pricing policy. Please find attached evidence.

Ashley furniture refuses to service or warranty any of my 3 pieces of furniture couch, pillows,mattress, and box springs. All items being broken and was told at purchase 10 ur warranty. I spent over 10k on these items and they are complete garbage and when I called for a service call I got the old non English speaking run around and was told that there's nothing they will do to fix it. This company preys on taking advantage of consumers and could care less about the garbage they sell you

Overpriced, commission crazy sales reps that take advantage of people. In July 2022, my mom was looking at furniture in the "huge discount blowout sale." They claimed they had my mom fill out a credit application herself and they issued her a new credit card and charged a purchase to this new account. They did not-they asked her for her social and ran the credit information and told her to sign. The furniture was not on discount and put a bunch of papers in front of her with sign here and here. In September 2022 I went down to talk to the manager-they said she filled out the application so there were no refunds. I know that's a lie. Then they said the forms were marked as all sales final so there's nothing they can do. Papers say 3-16 weeks and we would be notified to come pick it up (mind you, mom has NO possible way at 81 years old to pick up furniture). Went in January 2023 to find out what was going on. Was told they've been contacting moms cell phone for months-NO. We received the initial thanks for your purchase text and NOTHING else! Then claimed they emailed. No they did not. I was taking care of her email since September-there were NO emails. Then they accused us of deleting the texts and emails because they trust their system! WHAT? One woman said they aren't at that store anyway? Where are they? And couldn't explain why they supposedly had the items when I was in the store and didn't notify us that it was ready! So now we're STILL waiting for this furniture, don't know where it is or how to get it. They don't honor their own contract and are more concerned about their commissions than anything else. Do not buy anything from Ashley Furniture. Be very aware!

Very bad company, very bad furniture, very bad customer,
Worst experience in my life and they are protecte by synchrony bank
Don't ever deal with both they work together like gangs
Don't waste your money there

RUN! IF I COULD GIVE THEM NO STARS, THEY WOULD GET ZERO! DO NOT BUY FROM ASHLEY HOME FURNITURE! CON ARTIST SCAMMED ME OUT OF $2799.19! SELLING KNOCK-OFF FURNITURE! WHAT YOU SEE ON THE SHOWROOM FLOOR IS NOT WHAT THEY DELIVER TO YOUR HOME. THEY ARE GIVING ME THE RUNAROUND AND ARE VERY NASTY AND MEAN AND UNPROFESSIONAL! ONLY HAD COUCH SECTIONAL 3.5 MOS. LOOKS LIKE ITS 5 YRS. OLD. PLUS, IT HAS SEVERAL MANUFACTURING DEFECTS AS WELL. KEN IS THE MANAGER AT COLMA CA ASHLEY FURNITURE AND HE IS A DECEPTIVE CON ARTIST AND RUDE DISMISSIVE LIAR! DO NOT TRUST THESE PEOPLE! CHECK BBB REVIEWS AND COMPLAINTS PLEASE! THESE PEOPLE ARE A HEADACHE! I AM STILL TRYING TO GET A REFUND ON THIS PRODUCT! RUN!

Customer service is lacking. Columbia location has employees who are unfamiliar with the ordering process. I simply wanted replacement couch cushion covers. I went to the store three times. First someone couldn't order in store, even though that is what the website directed me to do - needed to talk to a manager who wasn't there. Manager called, but couldn't take credit card over the phone. Back to the store- found an employee who tried to place the order, but charged me the wrong price- 10 days later I was notified and told to come back to the store. They cannot give a date of when the item will be in. $40 in shipping and they can't send it to my house. This is baffling in an age of on-line commerce. There are plenty of discount furniture stores- steer clear of this one!

I purchased a couch from Ashley furniture, but unfortunately it started to fall apart after two years even though I barely used it. And since I didn't purchase a warranty I'm going too have to purchase a new couch. So, needless to say I will never purchase furniture from them again. And I strongly recommend those who do, purchase a warranty (what a scam)!