Ashley Homestore

I financed a sectional for $4200 here. I was told I could return or exchange if I needed to. After I got it delivered I IMMEDIATELY noticed it's wasn't going to fit in my livingroom. This was a Saturday. The delivery driver told me I had 3 days to call and make an exchange. Sunday I called, I was told to call back Monday. Monday I called customer service and asked to make some exchanged. I also asked if I could get a copy of my receipt with my protection plan. The guy who I spoke to said "one thing at a time". His tone was really rude. But ok. Fine. One thing at a time. I tell him that I bought the 5 piece sectional, but can make it work if I return the corner piece, the armless chair and the armless couch piece and instead get the left arm chaise and another armless loves seat" This rude little $#*! said "ma'am, couch isn't a term we use, I have no idea what you're talking about" (Side note-he was america, i'd understand if there was a language barrier). Again, he was a $#*!. So I said "I apologize, I mean the armless sofa". He puts me on hold to get manager approval and comes back on to tell me that I'll have to drive to Ashley's to show them in person what I want and I have to do it within 2 weeks, but there were notes in the system and manager approval because it wasnt going to be an exchange that costs more so the financing could stay the same. Weird. Guess who didn't get me a copy of my receipt? Mr. "One thing at a time" Well, I sure didn't want to get stuck with the wrong size furniture, so I drove 1 hour to Ashley's, to be told that there are NO NOTES in the system and I would have to see my original salesman who, as luck would have it, isn't there today. Go figure. But the guy tells me to go ahead, pick out what I want, and he will get me a copy of my receipts. I take the receipt, go pick out exactly what I want to exchange for, which was useless bc I KNEW what I wanted. I wrote down EXACTLY what I wanted and the prices for each piece, and I'm glad I did, bc I was about to be out an extra $550 with the exchange bc I'd be returning more furniture than I'd be getting. So I asked to add the ottoman to close that financing gap. I called Ashley customer service in the store that day (same day I had spoken to Mr. "I work at a furniture store but idk what a couch is") and was told that sometimes the notes don't show up until the next day. Weird. Never heard of that. But ok. New customer service guy tells me to come back to the store tomorrow. Did I mention it's an hour there and an hour home? And gas is $4+ a gallon? The in store ashley guy takes my receipt that I'd written on and tells me he'll give it to my og sales guy. I take a pic of the receipt first bc by this time I have some trust issues. I get the run around for the next week. "Our secretary is out, we can't send requests to corporate", "we have a new girl, she'll have to get help with it tomorrow". It. Just. Goes. On. FINALLY, I'm told that the exchange is processed and will take 4-6 weeks. Damn. So, two days ago, the delivery driver pulled up and brought me an ottoman and said that's all he has. He did take the armless chair, but I have nothing else. I tried to call the store 4 times. The driver was calling the store too. No answer. It wasn't the drivers fault, he was subcontracted so he literally didn't have a clue what was going on. I finally called and the automated system said there's a second order processing but it'll take 4-6 weeks. I left a message for a call back from the store. It's been 3 days. Still no return call. I also asked for a copy of the receipt with the new items on it on Sept 19th. I've asked 4 times. Still don't have it. Which wouldn't be THAT big of a deal but I paid $300 for the warranty (it was like, part of the package. It wasn't presented as an optional purchase) and needed the receipt. Of note, I called the warranty office over 10 days ago for a pet accident on the chaise. They claim you'll receive an email or call within 48 hours. Still haven't received a call or email.

In all my customer service experience, I've NEVER had a worse interaction than I've been having with Ashley furniture. I wouldn't buy a roll of toilet tissue from them.

Delay. Assurances I'll get a call back. Another delay. If you have several months to wait for your merchandise this is your place!

WORD TO THE WISE: **DON'T GET DUPED**. SAVE YOURSELF REGRET, FRUSTRATION, WASTE OF FINANCIAL RESOURCES, and learn from us - those who have had traveled this road of regret and are living in a nightmare!

The best course is to stay away from Ashley Furniture Industries, their affiliated companies/organizations, and their products altogether. I purchased a higher end Ashley sofa through Amazon and a little over a month later, there was a creaking noise on the right side of the sofa any time I sat on that end and the creaking noise became more pronounced as time transpired. After having the sofa 1 1/2 months (not even 2 months) the creaking noise got worse and could then be heard if the armrest was used on the right side. I began to examine the right side armrest and could feel through the sofa that there was a huge part of the frame missing and that explained the creaking noise... there is a huge defect, there is no adequate support on the right side, and the right armrest is completely hollow on the side (since it's hollow the material can be pressed in completely to the side of the couch).

When Amazon delivered the sofa I was given a small Ashley booklet titled "Warranty Information" so I reached out to Ashley Furniture Industries. Though they acknowledged that I had received a defective couch they still blew me off and told me to email their consumer affairs department and their consumer affairs department did the same thing... blew me off. I continued to call Ashley and they continued to do the same thing (refer me to their consumer affairs department and the consumer affairs department would blow me off). Finally they told me they're not going to do anything for me. NOTE: THE ASHLEY REPRESENTATIVE RESPONSE: "Actually if you read the first paragraph of your warranty booklet you'll see that YOU DO NOT have a warranty for the sofa. Amazon has the warranty. We're not going to do anything for you"

Is there anything else that need to be said? Best words of advice is to Stay away from Ashley!

This place is horrible, furniture is broken all the time and the third party insurance/warrenty is a waste of money they dont back to you!. Never again! Dont buy from here I wish I would've read reviews before

I called customer service about the table and chair set I purchased in June 2022. Less than a month later the sides of the table began to peel, flake off. Cheaply made table. The picture below is one side that is bad. I would never buy from them again I would not recommend them ever!

Avoid it at all costs! Although I wish I had known this sooner, at least I can advise you not to even think about them.

I made a purchase back in July, and the latest delivery date given was September 21st (probably sooner, they said). On Sep. 20th, no one had called me yet to confirm the delivery. I called them and was told the delivery has been moved to the end of October or the beginning of November...
Calling them to inquire is the only way to find out. They couldn't care less about the customer, not even to let us know in advance with a quick call or email.
The options were to cancel the order or find something else. By canceling the order, you'd be stuck with no sofa until this date for no reason. Getting something else means trusting them to get the "other option" delivered on the date it was promised.
But that's not the end. They've made another promise. The manager would call me the next day to see if there was anything they could do. It's been 2 weeks already...

They don't deserve your time and money (btw, all payments have been made on time since the purchase).

Ashley South, FL, Order #*******

On 7/31/22 we purchased an Ashley memory foam bed. The first thing we noticed was that if you sit on the edge it would collapse. The first and only night we slept on the bed I slept next to the edge which I always do and I literally rolled right off the bed. Something I didn't even do as a child. We called Ashley the very next day to try and return it and they refused. The only hope we had was they were sending out a (bed Technician) haha. This is what he did. He put a string across from one side to the other and measured from the string to the mattress. And since it had the same measurements all the way across the string guess what. This proved there was nothing wrong with the mattress. It was hilarious to see this. They really believe this to be so? The Bed Technician never even sat on the bed. But the string was what determined it to have nothing wrong with it. I have a 15k credit with them and I am closing that account. I would never buy from them or recommend anyone else to buy from them. We just can not believe that they refuse to take it back. The bed was 1600 total and they would rather lose a customer that would potentially spend 15k over 1600. And they just did..

I have a dining room table top that has developed a bubble on it. After sending pictures & then Ashley sending someone out to take pictures we got a call from Ashley. We were told the top is not a part they can get as a "part" so the best we can do is give you some money back on the purchase. I'm sorry but my table is under warranty so replace the table! We were told they would have to check with management to see if this can be done! I had always done all furniture shopping at Raymour & Flanigan... now I know why! If Ashley does not stand by their warranty & replace my table you can bet you will see this review all over social media.

I purchased a sectional sofa. The cushions were not very firm. I also purchased the insurance as well. After one year the sofa cushions look very saggy and worn. I contacted the store. My claim to have the cushions replaced was denied. First of all no one gave me a copy of the insurance plan so I would know the guidelines. Apparently I should have reported it within 7 days of noticing the cushions sag. I should have sent the defective sectional back upon delivery. The cushions that I sat on at the store were firm and this was why I purchased this particular sectional. I feel like this was a bait and switch. I will never purchase anything else from Ashley's. It's very disappointing that you operate your store this way. I paid a considerable amount of money for this couch and it should last longer than a year. Poor quality and poor customer service.

Store #40 in Fayetteville, GA is sorry and sad! I could not get any assistance to make a 1k-4k purchase! I had to walk out! I was told to come back and someone would help me. Ms. Joanne is very elderly and didn't know what she was doing so Jessica and Tre Mac refuse to help the lady complete the purchase for whatever reason. Jessica was too busy on her phone and Tre Mac was just standing around doing absolutely nothing. After 35 minutes of no help from either one of them I was like okay I guess I need to go to another store. Jessica really had the audacity to tell me, "if you have time, come back tomorrow and I'll help you". I wanted to say "excuse me lazy, why can't you help now"! But it's okay I'm sure another furniture store would love to make that 1-4k off of us for sure!

In 2019 I ordered three recliners which were to be delivered on a Monday five weeks away. Come Monday nothing arrived and we had not heard anything from Ashley. Contacting the store we were told the chairs were not currently available and they had no idea when they would be. Ashley refused to refund the price of the three recliners, offering store credit. We argued with store management and they allowed us to take the one on display. We used the store credit to purchase three sofa tables. The store manipulated the cost on things to keep their books straight (I assume). We had also purchased the protection plan. While eaiting for the tables to arrive we got a stain on the recliner and called the plan provider who sent out an agent, after several calls, to inspect the small stain. We were told they coukd not clean it and the recliner woukd be replaced. Two years later have been informed they voided the warranty coverage program and we would recieve approximately half of what we had paid for it in store credit. Not to long after that we were informed they would not be able to supply the tables and the would refund a portion of the amount we spent. But only to the original card used to make the original purchase of the recliners three years ago. That card had been compromised and replaced but they refused to accept the replacement card to make the refund to. They demanded a letter from the bank stating that the new card was still affiliated with the same account as the original card. The bank said they would not provide a letter like the one Ashley demanded. Three years and we are still fighting with Ashley Furniture. This outfit is not anything you want to do business with.

How many time have I had to update the address, only for them still not be able get it right! The customer service personnel are UNHELPFUL, they will tell you anything to get off the phone. No coordination...

I just purchased a kitchen table and chairs 2 it was 2 months ago from Ashley's The top of the table is peeling and all I did was wipe it off with a wet rag after dinner. Ashley's will not make it right they refuse to come out and look at my table after all the money I spent with them. I will never again purchase anything from Ashley's and from Ashley's and I will let everybody I know that Ashley's furniture is junk

I ordered a console table back in June. It was delivered defective and they could not fix it. I ordered a replacement, which came in defective as well. I then ordered the third table and had the delivery scheduled for today. I recieved a message saying it would be delivered in an hour, and then an hour later customer service called and said they didn't even have the table. I took off work--this is totally unacceptable to have such horrible lack of communication to even know what is in the warehouse or on the truck. I asked to speak to a supervisor, who wasn't around and I'm still waiting. Go else where for your furntiure needs.

Rapheal did excellent job assembling this complex entertainment system. He did sturdy and secure way of assembling to the wall. He is very patient and did the work perfectly. Loved his work and appreciate his time.

We purchased a bedroom suite. Over $4000.
Piaf to have it delivered. Did not bring bed Slats.
I spent hours searching for a plan to get my order co. After 3 tries they said they would make a special trip to bring the slats. They did not show. I then spent 45 minutes on the phone with cut service. To be told they could not help me. Then I went to a retail location where I was and the manager called the manager of the location on summer ave in Memphis. He said he would call me at 4 pm. I have never heard anything from him. I have a bed I can not use

I wish I could give 0 stars, but 1 is the lowest so I'll do that. I bought a $3,000 couch 6 months ago, it broke after a few 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.
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.

I purchased a couch and chair back in May. The couch was delivered broken. Now we are sept still not fixed. The company I have been sent to keeps canceling their appts to come look at it and Ashley will not do anything further. Super frustrating. I will not make another purchase at Ashely Furniture again - this Shld have been made right after I was canceled on the second time.

I recently purchased 2 benches, 2 outdoor rockers, and a buffet. First of all, they double shipped me so I had big heavy boxes everywhere, 12 of them to be exact. They double charged me and actually charged me for furniture protection when I had elected NOT to have it. I had difficulty placing the order and tried calling but no one ever answered the phone. So, I used the online chat. The guy helped me and luckily, I save the chat. After receiving the double shipment, I made a call to them to see about getting it picked up and to get a refund. I was told that I was have to pay return freight. I pitched a fit and they said that they would make a one time exception even though it was my fault. I sent them the record of the chat and after 3 days, I was told that they would pick it up at no charge. I had to climb over stacks of big heavy boxes to take photos of the labels so that they could issue the call tags. I was told on 3 separate occasions that the labels were being sent to me but never were. So after calling again, they sent me labels but never picked up on the days they said. Called again and they said that they could only pick up part of it because it was going back to different locations. I tried to give them the tracking numbers that I was told I had to have and they said they did not need them and that they had nothing to do with the return. After another week, everything was finally picked up. Now comes the fun part. The two benches went together well. The pieces for the rockers do not fit. The buffet was missing parts. It was also particle board. The benches were the only pieces that were actually Ashley. The other pieces were off brand items and of a poor quality. Nothing would go together and what was already together was with staples. DO NOT BUY FROM ASHLEY! I just threw $1100 in the garbage. Worst experience ever!