Ashley Homestore

Customer service terrible, can't contact store due to no main switch board stay on hold for 2 days with messaging saying " all of our representatives are currently with other customers your call is important to us please stay on line and your call will be received in th order of which it was received ". Had to drive to store and Manager says company policies does not let them have switch board. Chair was delivered damaged and every date that we were told of replacement delivery was constantly moved forward another 4 weeks after receiving an email to set up delivery. I was told by supervisor on phone no exchange and they were not allowed to tell customer when set delivery per company policy. Into further conversion the rep said he could possibly pick up chair but only on pro rated valve, even though I paid for new item and never received an new condition chair plus delivery charge would probably reoccurr because I paid for one delivery of furniture, again company policy. Now this is when I went to the store and meet with manager and again company policy would not let him credit nor exchange any furniture all had to go through a main corporate customer service line, will we know how that went! Long and short of it is if I was smart enough to check reviews on BBB website I would have never purchased from Ashley, one other note there so call WHITE GLOVE 250.00 DELIVERY took place in about 5 minutes and then the delivery people acted as if that was to long. This review is just a summary, I could tell you more that you would not believe! Now I will spread the word and advise any and everyone not to purchase from Ashley home furnishing store. This will be one of my main objectives in life.

We were warned of this company but they seemed to meet our needs. After weeks, delivery came and 2 of 3 items came and the 2 that came were not what we ordered. We went to the store and canceled the order but still waiting on confirmation. Since it was raining, the delivery people left the incorrect loveseat in our living room, stating they would be back the next morning to pick it up. Still waiting for the pickup. BEWARE of this company. The people you deal with are pleasant but that is where it ends.

I canceled my order and I haven't gotten any refund even after talking to customer care over 20times, customer care are so rude, there should be a way this stupid company should get a lawsuit.

We purchased a sectional from them and after six weeks we needed two cushions cleaned. I called eight times and left a message. Emailed them for nine months with no return of my email and my husband went to the store personally to talk to them. He was told they don't handle that and gave him the phone number we had been calling for weeks. Buy furniture at Ivan Smith. I never used their cleaning serving and they gave me a store credit to spend in their store equivalent to the cost of the warranty. Did Ashley offer any such to us? Of course not. Run from this store, there's better businesses out there.

Very unprofessional the way they are handling delivery part. I was told that my furniture will arrive in February. Middle of February I contacted them and they told me it will be delivered third week of April. As we approached April of course I got new delivery date which is end of June. That is more than a six months from the purchase date. I would not be surprised that they move delivery date again. I would never buy anything again from Ashley no matter what.

Bought a sectional couch in September 2021 and by November the seams were falling apart and the cushions had lots of tears in it. Called about my furniture protection that I paid extra for and it took them a month to come look at it. Then it took a them 4 more months to come out to fix it but they didn't fix it. They said they weren't prepared to fix anything that day. Now they are also saying they won't be fixing the couch at all. I paid $1700 for a couch that's a huge eyesore in my home. I can't get people to call me back or help me out.

Bought Ballinasloe 3-piece sectional less than 6 months ago. They are saying there's nothing they can do about the annoying squeaking sound. I'll just have to live with the annoying sound every time I sit down or get up.

I was given a reason but no solution.

Also leather on back of my recliner which is relatively new is cracking.
Not buying anything else from them, ever!

I have shopped at Ashley furniture several times and the service has been horrid. I bought a mattress from them and in the first month it began to sag. I have back problems and the mattress is unsatisfactory. I called headquarters many times, and nobody would help me exchange the mattress. My back problems have been getting worse. Keep in mind I payed $800 for this mattress. I went to the store to return it and they asked me if I had a warranty. I said no, because I have bought one before and it protected nothing. They said they could do nothing even when I said I didn't want any money, I only wanted to change the mattress for another. I would not recommend Ashley Furniture. Their products are below average quality and their service is awful.

We purchased a sectional couch, recliner and lamp from our local store. The experience there was fine. Naturally, the furniture had to be ordered and we were given a 1-4 month time frame. Almost immediately I began receiving texts... we have just the lamp, when can we deliver? We have a piece of the sectional, when can we deliver? I replied that I would prefer to receive everything at once to avoid a piecemeal living room. Our church group meets here weekly and we needed the extra seating, dining room chairs worked in the interim. Well then, I got a text stating if I don't take partial delivery, MY furniture will be delivered elsewhere and we start over. Forced to say yes, I moved some of my existing furniture to the basement, effectively becoming a warehouse for Ashley and I had my old couch and part of the new in the LR. Eventually the rest of the sofa came with such little notice that I had to move my old, heavy couch downstairs by myself. Split foyer, not easy. They didn't even call on delivery day, just showed up. After several more weeks, finally the last chair is ready. I put Friday delivery but then a conflict arose. I called to reschedule delivery and...$60 to do that. Forget it. I'll find a way around it. At every turn they have put the burden on the customer to be here to take multiple, partial deliveries. I have had to act as a warehouse to store old furniture while mixing and matching with new. They are totally unwilling to work with the customer. It's their way or the highway. As to quality, it's a nice couch but compared to my 8 way hand-tied leather couch that has been here for probably nearly 30 years, I doubt it will come close in longevity. Very lightweight, particleboard underneath. I know this... I will never buy another stick of furniture from this outfit.

I Bought a couch a year ago, I also purchased the furniture protection plan. I called to have one of my cushions replaced. I was told after multiple phone calls and phone calls and photos that they would not replace my cushion. They say they cover burns... but they actually don't. I was told my burn was too much of a burn. In other words... it has to be barely burned or whatever. The bottom line is this is how they rob their customers. They promise them something and then they don't go through with it. So like a sucker you spend extra money only to be told they won't replace it. I won't ever go to Ashley home furniture again, comma or by furniture protection. And I will leave A review on every website so everybody knows how they steal from you.

We bought furniture from Ashley furniture back in September. We waited till November for the two couches to arrive. When they arrived they were wrapped in plastic and the legs weren't on, so I had to put it together and take all the plastic off. Then our chair we ordered same time came in in January and it broke in ten minutes. At the same time I noticed I one couch the cushion didn't sit back against the back of couch. So we called customer service and they sent someone out to look at them, the couch had a broken board that nails were sticking out. They replaced the chair and a worker from Saw came and "fixed our couch". You can see the repair he did in the picture and the cushion still doesn't touch the back of our couch. Saw sent a second person out and he didn't have the right piece to fix it so they apparently wrote a report that repair was fine and customer just didn't like the way the cushion sat. When I finally talked to Ashley head quarters they told me all this and told me we broke it. First of all no one even barley sits over there and how can we break it in less then two months from the time we got it in November to the time they came in January. They are going to send Saw out again but I feel like we are going to be in same situation.

I am seeking your help to protect my consumer and legal rights. Dufresne Spencer Group (DSG) dba Ashley Homestore, 4851 Citylake Blvd East, Fort Worth, TX *******, who feels they are above the law and they can do whatever they feel.

On January 26,2021, I ordered a 3 piece Matching Leather Living Room Set, which included a Power Reclining Sofa, Loveseat and Recliner. In addition, my purchase included a 5 year GBS Extended Warranty and White Glove Delivery. October 7,2021, I noticed all 3 pieces of furniture were discolored. I was told this was real "Genuine" Leather. What I noticed upon closer inspe. Ction is that they sold me Fake Leather as Real Leather. In fact, it turns out the fake leather was just painted by DSG/AHS (Ashley Furniture).

DSG dba AHS is a Franchise Owner Group (Mark Dufresne, Chad Spencer & Todd Wanek a Silent Partner). Todd Wanek is the owner/CEO of Ashley Furniture Industries. So the owner/CEO of Ashley Furniture Industries is a Direct Owner in this Franchise. I share this brief info, which reflects their deep understanding of the Quality and Deceptive Business Practices.

I filed an initial claim with GBS Warranty Services, but they declined my claim because they do not cover poor quality and only deal with Accidental Damage. Thus I turned around to file a Claim with Ashley Furniture Directly. October 11,2021, I filed a claim under the one-year Manufacturer's Warranty. Ashley Furniture had agreed to cover the damage. I asked for a Replacement, but Ashley Furniture said, "No." Since Oct 2021, until Jan 2022, I made 23 phone calls to Ashley Furniture, but they refused to respond or call me back. After asking for a Full Refund, they sent a Technician out to my home on Jan 10,2022. He wanted to replace a portion of the furniture only with the wrong Color Leather Type Material, the Incorrect Texture and Type of Leather. I refused such repair, because my set would not be matching, and instead it would have looked like a "Car that was pieced together from a junk yard." Furniture that doesn't match, anymore.

Under the Federal Lemon Law, "Magnusom-Moss Warranty Act," and Ashley Furniture unable to replace/repair the furniture, after their Manufacturer's Defect, I am requesting a Full Refund. I would have never ordered furniture, if I knew in advance that Ashley Furniture cannot honor our Sales Agreement and their Manufacturer's Warranty. They made me pay in advance, but I have to trust that they will honor their end of our Sales Agreement. They don't want to honor their Warranty! This is also evident when you research the outrageous number of complaints filed against DSG. The BBB shows 1 Star of 5, Total of 4,106 Complaints in 3 years (4 per day) and 2,078 Complaints in the last 12 months (6 per day). Outrageous! This does not reflect other complaints like the FTC, FCC, Attorney General, District Attorney and other Consumer Protection Agencies and Social Media sites like Reddit, YELP, TrustPilot, etc.

I've done nothing wrong and in fact followed all laws and agreement, until DSG and Ashley Furniture Failed Me and Breached our Sales Agreement and their Manufacturer's Warranty. They are violating my consumer/legal rights and violated State and Federal Antitrust Laws.

I am seeking your help to protect my consumer and legal rights and stop a Bully who feels they are above the law and they can do whatever they feel. I need your help to get my money back and hold DSG dba Ashley HomeStore and Ashley Furniture accountable for their Fraudulent Behavior.

Order furniture on Oct 16 waited for delivery it was poor. Felt rushed and pushed. The after calling to put in a complaint. 6 WEEKS later I call and nothing was done. Also found out the table I order was sitting in there warehouse for 5 weeks without them letting me know it was in. And I paid for delivery. Worsed experience with buying anything. Also the furniture is poorly made.

When I searched google is Ashley customer support reliable did not get positive results.
It is true the delivery and support handling of parts is not great. Check the below image. Work half done left it hanging last night and spoiled the new carpet and stairs.
Update as of 4/1/2022. Three days in a row no update yet!

I order a living room set and dining room set. They told me my dinging room was in and my living room would take more time and my coffee table would be in by June. My order was in December. I received my couch and love seat at 10 weeks. I received a dining room table that was defective and they took it back. I was then put back on waiting list and was told end of March. Guess what? Still not here and no call. Customer service not picking up. Do not order from them.

I purchased a Tempur-Pedic mattress. The salesperson talked me into getting a firm mattress when I intentionally wanted a medium. Immediately I was waking up with bad upper back pain. I tried for a week to see if it would get better, it didn't. Went yo a hotel and no back pain, came home and the pain returned. I called the Ashley salesperson and was told that I was stuck with it because it's not defective, But if I had purchased the mattress directly from Tempur-Pedic that I would have been able to exchange it. Wow, ok. I contacted corporate customer service and told the same thing and I could try Tempur-Pedic directly who in turn told me I am stuck with Ashley's policy.

Salesman Pierre Green was real nice until he got our money. He did not shake my hand and thank me for our business. He turned his back and walked off. Then when our furniture was scheduled for delivery it would be postponed. I picked up my 2 reclining chairs and had to help load them at warehouse. They have a terrible culture and I Will Never do business with them ever.

I spent over $1,800 on a mattress, box spring, and frame on 12/20/21 and got subpar merchandise that broke after only 3 days! In person, their technicians would tell me it was a manufacturer's defect but customer service would tell me otherwise and say nothing could be done (no repairs/replacements).

Their salespeople are pushy and dishonest. I was told I couldn't just purchase one item (mattress), that all three HAD to be purchased as a package or it'd void the warranty... why then was my broken furniture not covered under the warranty after only 3 days of delivery? For months, I called and all I got was "we'll call you."

Luckily, I found Facebook group "AF Home Store Complaints Issues Advocacy And Resources LLC" and got help. Ashley is actually communicating with me now and a resolution is currently in the works. *fingers crossed*

Maybe I should have been thankful I got all this at a bargain... almost half off per the salesperson... what a great deal for crappy furniture!

My husband and I recently purchased furniture from Ashley home store online. We've gone thru two sets of nightstands damaged in transit.

We as well have had furniture delivered via Ashley delivery team, that once I was able to examine is either damages as well, defective or terrible quality like unfinished wood portions, huge gaps that someone tried to touch up with a woof pen thinking we wouldn't see and or to fill with some sort of brown wax, thinking we're stupid and wouldn't notice the huge gap.

I spent almost 4 hours after delivery on Monday calling customer service and speaking to a half dozen or more individuals.

The last person Jay Lathe whom I spoke with was suppose to put in for a new bed to be sent to me as well as a return for the dresser, I was told I was "top priority" for him and he would personally call me back within 24 hours. It is now 72 hours later and I've had no call and no response back to my email touching base with regards to this situation.

I will now being to to the department of agriculture for consumers affairs as well due to this gross negligence in customer service and product quality.

I as the consumers am being taken advantage of. We have spent over 4K dollars, as well as we bought a dining table from them almost 6 months ago for around 1800$. We have spent a lot of money with this company.