Ashley Homestore

The sales staff at the store were great, but the couch was delivered with rips in it and when i called immediately upon delivery- they wouldnt replace it. It took me 4+ weeks and 16 calls to their customer service to finally get a service appointment (after 2 appointments were previously booked but no one showed up) and when they did show up, the service technician said he was only booked to fix one rip, not all 3. Thankfully he was great and managed to fix them all in time but he said they should have booked more time. Absolutely terrible customer service and i will never purchase from them again.

I ordered a recliner for my elderly mother with dementia to be delivered to the retirement home where she currently resides. The customer service rep did not ask any questions about delivery, only that a delivery window would be available in a few days but needed to place the order to get that DAY secured. They do not mention the window of time, nor do they ask if there are any time restrictions you may have. Obviously, if you need something delivered to community where vulnerable elderly people are living there needs to be employees there to let you in. Our delivery arrived at 7:45am, with a driver who did not speak English and was not able to communicate, so he hung up on me. They left and took the recliner with no confirmation to return later when the community was open. When I called back to re-schedule, they gave me another date 8 days out. They would not prioritize my mother's delivery. Instead they doubled down and told me it's my fault for not explaining the delivery time needs. They also lie about re-scheduling so far out because the main objective is to make as many deliveries as possible based on the location of the warehouse start point. This retirement home is closest to that warehouse, therefore it is an inconvenience for them to deliver there during a reasonable timeframe. They discriminate against the elderly by pushing out the delivery and prioritize other orders that are more efficient to deliver. I paid extra for delivery as well, white glove service. I had no other choice but to contact another vendor who was more than happy to help my mom and deliver a recliner the following day. My mother is also losing 10% of the refund as they claim that's their charge to cancel the order. They realize we had to cancel, but have zero integrity and would not refund the total cost. Instead, the 10% is kept by this company as a credit on my mothers account. I want nothing to do with them in the future. Why would I buy from a company that is so difficult to work with? They are effectively stealing from my elderly mother. Terrible management at every level. The customer service supervisor is complacent and unapologetic.

12/23 we purchased a sofa and ottoman from Ashley Furniture in Nashua. We were sold the furniture protection plan which is supposed to cover you if you get stains on the couch for up to 5 years. We made our first and only claim at the beginning of March when our puppy jumped up on our couch after stepping in poop. The company refuses to come clean the couch. They gave us the run around for several weeks (meanwhile we are not allowed to clean our couch per the policy so we cannot use it either). Now the company has decided that we are denied due to accumulation (except this was a single event and the only reason time has passed is they were not responsive). We contacted Ashley Furniture Nashua (Xavier Martin is the VP of Ops) several times over the last two weeks without a return call. Ashley Furniture is selling protection plans that have no intention of performing under the contract. Instead of returning calls they just ignore us. This is called Fraud. Buyer Beware. This is not a reputable company.

We just bought Realyn king bedroom last week from Ashley store. When they were assembling the bed, they were not able to put the drawer into the footboard. The drawer is defective and doesn't slide/close properly into the footboard. Or, the footboard is the defective piece. Realyn bedroom is not a good make, it's flimsy and weak. Not sturdy at all. We have to wait now 2-6 week for someone from Ashley store to come assess the situation. Then inform the them if the defective item is the drawer vs the footboard itself, then we wait another 2-6 weeks for the correct piece of furniture to ship to my house. Very inconvenient!

We purchased a dining room table set a few years ago from this Ashley's Showroom in Murrieta. While the table looks good in our kitchen we have run into problems. There are bubbles forming around the top of the table that are unsightly. The top layer is delaminating as this isn't real wood but a cheap laminate. We purchased an extended warranty that Ashley's offers and contacted the store for repair. They told us to contact the third party warranty company as they would not be liable for any defects or damage after the one year warranty. When we contacted the warranty company they asked when we 1st started noticing the bubbles. My wife was honest and told them she began noticing it about a month and a half ago but the delamination is increasing and more and more bubbles are forming. The company rep told us we were obligated to notify them with 30 days of any damage or defect and that they would NOT be liable for any repairs. After talking to several knowledgeable furniture store owners I was told to contact the original Ashley's and they may be able to provide some assistance. Here's where my education in the furniture business was exposed. I spoke to Tom, the manager at Ashley's in Murrieta who was friendly and sympathetic to our situation was unable to help us. He told me most furniture built nowadays was "Throwaway" and after a few years the newer generation of buyers just tossed it due to changes in their style or the breakdown of cheaper man made materials fabricated overseas. The day's of buying a real piece of wood furniture are over due to manufacturing costs. He said if they sold a real piece of solid wood furniture it would cost thousands of dollars and today's buyer would not be able to afford it. He told us it's not Ashley's fault for selling lost cost, cheaply made furniture but the consumers as that is what allows them to make a profit and stay in business in these tough economic times. While I appreciate Tom's honesty it was still a difficult pill to swallow. He did recommend to reach out to local furniture repairmen who should be able to make the needed repairs. In the meantime we're stuck with a bubbled dining room table in our 50K remodeled kitchen. I will never buy furniture from Ashley's again and just so you know, they manufacture their furniture sold at other more respected furniture retailers as well like Mathis Bros.

I have ordered a soft 3 weeks back and it was promised to be delivered within 3 week. If it is going to take more than 3 weeks I don't want to place an order. Now they are claiming that it will take 6 week to get things delivered. The sale person name is Daoud Ali who promised the ETA. The store manger is also very rude and she justify the mistake and wrong promise made by their sales person. Sterling Ashley'l is the worst store I have ever visited. I want action to be taken against these kind of wrong promises.

Incorrect furniture delivered
Set up was not completed
Delivery persons did not speak English
Store in Ocala unresponsive

We purchased a chase sofa from Ashley Furniture and have had nothing but trouble. Upon delivery I noticed one cushion had a broken zipper. The delivery guy said I had to keep it cause it was in my house and just call and file a claim. Finally after calling, emailing and texting pictures someone came to my house and replaced the cushion cover. In doing so the tech put 2 scratches in my wood floor. I called Ashley and got the run around and was told, too bad. Two weeks later we find a small hole in one of the seat cushions. When I try to call they don't return my calls, texts or emails. We are stuck with a defective couch and we've only had it 45 days. They said I had a one year warranty. DO NOT ever buy this poor quality furniture from Ashley Furniture ever, the also have the worst customer service.

Rude employees. They don't want to look up items to earn there commission laugh at you and tell you stupid to go look it cup.

Our delivery professionals James and Rich were excellent at their jobs. They worked quickly and precise. Our furniture was handled carefully and placed exactly where we wanted it. These two gentleman are true assets to your company.

While Ryan our salesman was great. The customer service is horrible.
I bought and received some bedroom furniture. But when it arrived one dresser was scratched all across the bottom.
I called customer service m first time and lady said need a tech. Why? It's brand new wood that's Grey in color.
I don't want it sanded and stained.
Lady said ok. And hung up.
Later in day I called again. Customer service asked " what do you want?"
I said I want dressee replaced since was all scratched. She said " what furniture?"
What did I want.
What? I just want the dresser replaced.
I called the salesman and complained. He told me he would inform area manager of issue. So we will see. Was finally told replacement in 4 days.
Look. People just want to be treated as a customer. We spend a lot of money in the store. As far as I know the ladies at customer service laughed their butt off after hanging up.
If you go there make sure everyone on the same page. Cause I feel like Ashley could care I less

Ashley's home store has the worst delivery possible. They have inconvenience us twice with our purchase. Call on a Thursday and tell us between 9am and 12pm on a Saturday and the 8:30 Saturday morning say it will be delivered between 1pm and 5pm, if we reschedule it would cost $80. They ruined our plans to for going out of town for the night. We will not be doing business with them after this experience. They have the worst delivery customer service.

I ordered a bedroom set, had it delivered last August 2023, bed collapsed, 4 deliveries for dresser and numerous other problems with the furniture set. Finally after 4 months, they agreed to give me a new bed in Dec. 2023. Next week, they came out to replace my sunken mattress and the delivery team snagged my new headboard. 4 deliveries later, including today 2/14/24, still another damaged headboard. Now we have to schedule another service call, which is approximately the 23rd service call. Poor quality, terrible customer service and the worst delivery teams. VERY UNHAPPY AND WOULD NEVER BUY FROM THEM AGAIN. Potential CUSTOMER'S BEWARE!

I purchased the party time loveseat and sofa from Ashley furniture in late 2020 early 2021. This purchase was done to upgrade to the latest version of the party time loveseat and sofa as I already had one of the original party time loveseat, and sofa. There was nothing wrong with the original set I just wanted the new version. I noticed that I started to sneeze a lot, and my eyes would burn when seated on the furniture. I had no reason to as Those symptoms with the furniture, so I dismissed it as my reaction to may be there was dust in the air. As time went by, I noticed my symptoms start to get worse.

It was only through the process of elimination that I was able to determine what was causing my symptoms. That process took place over a period of a year and a half maybe two. What was included in that process of elimination was me purchasing three air purifiers to distribute throughout my newly built home. That had to no affect as my symptoms persist and got worse, my sneezing episodes wouldn't tell 5 to 6 sneezing at a time all throughout the day. My eyes would burn and itch the skin on my face and around my neck area would burn and itch.

I finally start to zero and on, the sofa in a way that I would place my nose as close as possible to the armrest cavity and noticed that there was a strong odor, gas and nature emanating from that area. Now that I had started to localize where the odor was emanating from. I started to try to do things to neutralize the odor nothing worked. Finally, I contacted Ashley furniture to inquire if they would address this issue. Their response was since the furniture had been in my home for three years and I had not purchased the extended warranty. I was stuck with what I had.

I spoke with professionals that deal with HOME air quality as to what my options were, advise me of a process that could cost me upwards of $3000 to rid my home of the toxic odor. That process would involve replacing the furniture and cleaning my HVAC system after testing to verify that indeed the oldest emanating from the loveseat and sofa.

When all was said and done after care consideration, I determine my cheapest route of this matter would be to replace the furniture with new furniture. That decision at this point has cost me close to $6000 for a new furniture. I still need to pay a professional to come out and clean out my HVAC system. At this point the $4000 I paid for the party time loveseat and sofa added to the $6000 for new furniture I'm in the hole for $10,000. Total not to mention what is going to cost to have my HVAC system clean.

I'm not sure at this point what if any impact of me and inhaling the toxic films for that period time will have on my health

Buyer beware! Ashley Home Furniture at 1082 Blossom Hill Road in San Jose CA. Terrible customer service perhaps at the level of deceitful business practice or product defect. I wanted a soft, comfortable recliner. I drove over to Ashley so I could 'test' the quality of the offered recliners. I chose to purchase two soft comfortable recliners from the selection but what was delivered was two ROCK hard recliners. So I called the next day and was told to give it a few weeks to soften. OK, sounded reasonable. So I used pillows behind my back when sitting on the new recliner for a full two weeks. I tried both recliners - neither recliner softened. Still ROCK hard. Not just firm but ROCK hard. So I drove back to the store in person. I was told the store is in business to make money and that they would not stand behind their product. Wow. I asked them to send out the same recliners as long as they were as soft as the display models. They did give me a case number and said that someone would come out and verify the condition. What then? I now reviewed the Ashley website and learned that others had had the same exact issue with this same power recliner so clearly it is a known issue - a product defect? Why would they keep a soft, comfortable recliner on display and then deliver a recliner which is ROCK hard. Deceitful at best. I would stay away from Ashley. (I also just learned that there are class action lawsuits against Ashley - wish I had know sooner).

I cancelled an order on January 9th and was told I would receive a refund within 5-10 business days. After 10 business days passed I called and was told that the only way they could communicate with the refund department is to file a ticket by email and they would need 48 hours to get an answer. After 48 hours I called and was told they needed 48 business hours, or a week and a day. I asked to speak to a manager. The manager (Armando) told me they needed 72 hours to get an answer but he wasn't sure. The customer service with this company is horrible. No one over the phone or chat could look into a simple refund issue without significant run around. I've spent hours on chat pursuing this because most of the time I call the customer service number my call gets dumped because my order # is no longer valid. Its very frustrating that they setup their customer service to make it as difficult as possible to provide any customer service.

Why does it take so long to have repairs done to my recliner?

Ashley's furniture is not the place to get new furniture.

Ashley's departments don't streamline together.

First, is the walk-in and deal with salesperson.

Second, the sale is made and people at the store has your money. They don't deal with you anymore. I paid extra for the warranty too.

Third, you think you are calling the store's number and you get somewhere else.

I got my chair in Dec 2023. It would take the following year to get repairs. Luckily, I had figured out how to fix the first thing that went wrong.

Found it weird that the Ashley store needed to ship repair parts to my apartment before the repairmen would arrive at my apartment.

Now I got this big weighty box of whatever, I haven't open yet in the livingroom.

Dec 18, I noticed my chair had another problem, something I definitely needed help fixing.

I called and got a friendly voice. They had me send pictures via text messages and a work order was made.

Jan 7, I am wondering when will the repairers make their way to my place to fix my chair.

I got the corporate office this time, same number dialed. I was informed that the first work order was not entered correctly. New work order was filed with another later date of them getting here to fix my chair.

At the same time of THIS, I'm getting texted the SAME protocol. What the heCK?

The customer is supposed to confirm that a solution is in the works and I am not able to confirm. The same protocol comes up: "Hi you need help" "Let us help you" "Send pictures via text". AGAIN RIDICULOUS.

How do you not have my furniture's serial number in YOUR records? Why do I have to flip my chair over to find the serial number to give to you? Ridiculous.

I am tired of taking and sending pictures. FIX my chair.

So sad that a major corporation would take advantage of a retired couple who purchsed their first new living room set on 2/25/2023. We purchased an all white set for $1,800 including the 5 year warranty package. In November, 2023 we noticed and reported the recliner was turning blue over the entier sitting area. Called Ashley they said it was the resposiblity of the warranty company. They came out took pictures and prepared a report. We never heard back from them untill i called. They then said because it was within the first year it was the manufactures (Ashley) problem. It is now January 2024 and nobody will take responsiblity for this. I will never purchase from them again and i guess have no choice but to file a small claim in court.

Customer service is a joke, and they gave us the runaround on trying to return an item. They refused to let us return what we purchased. We talked to eight different customer service representatives and they all told us to leave our purchase outside and a FedEx man would come and pick it up. We called back multiple times they told us the FedEx man already picked it up. If you need to return something, you will go through hell and you will never succeed in returning your purchased item.