Ashley Homestore

I purchased furniture that went bad after 2 years! Due to the way it was made
I bought the extra 5 warranty and they still will not cover it. They want me to pay for their person to come look at it.
Customer services reps are horrible ---they only read what is on the screen, they are no help
I have even emailed corp and customer service and still have not received an email back
The manufacture c. S- they wanted me to pay more money to get get it fixed
The gbs warranty c. S-will refund the extra 5 yr warranty but only as a in- store credit, why would i want to go back? So the new stuff can break also--no thank you!

I ordered in may and I got a low demand sectional and it is now 08/09 and numerous calls on the phone and have been hung up 5 times today before I was able to talk to some one over all don't believe their false promises Ive been very patient but the delivery date keeps getting extended I went above and beyond paid in full and got delivery and warranty and this is how they treat their customers save your self the headache Ashley has just let me down in a huge way and i will have to go to cancel this order because i have had enough Every agent on the phone is rude even chat do take it from me they dont care about their customers

We went to one of their midnight madness sales in April 2021, and we found a great deal on a sofa and loveseat. The problem is they had no clue of when the item would be available. So instead, they gave us a timeline the cable guy would be ashamed of! It was like buying a bridge from a guy who doesn't own it. Now 10-12 weeks out, we still receive the same old tired message saying no timeline product will be available 10-12 weeks!

We made a purchase at this location, ******* Indianapolis Blvd, Highland, IN *******, on 09/09/19 in the amount of $1,572.52. We purchased a couch, love seat, and extended warranty. I was offered a warranty service for accidents that will protect my investments from all kinds of issues, including frame breakage. The frame broke. We paid for the warranty service GBS (now rebranded as ProtectALL), which DSG sold us at the time of purchase. We were insured that we would be covered for this problem of frame breakage and if they couldn't fix it then it would be replaced.
We filed a claim, with GBS. Instead of GBS sending someone out to examine the damage, my claim was fraudulently denied. The reasoning was, I didn't have coverage for frame damage. I was in shock and upset, because I know what I was sold. I went to the store management and have had a number of conversations with them. After many conversations, I was told the warranty I was sold was not valid and could not be helped. I no longer want to do any sort of business with Ashley or DSG. I would like them to come pick up their crappy furniture and FULL REFUND of $1,572.52. I have supporting documentation that we are in the right.

Terrible experience. Ordered full living room and dining room furniture (over $3K) on May 7th - they said they were backed up and delivery would be mid to late June. Not ideal, but I understood. Every time I have called for an update they push the delivery date back. Now they say they can "maybe" deliver the rest of my furniture by August 10th. My family has been without for 3 months already. I tried to call the store to request a cancelation so I can get a refund and buy furniture somewhere else, and nobody ever answers the phone. I can't believe how disappointing this experience has been. DO NOT spend your money here.

You place an order, they promise a time frame for delivery. Then they lie and don't deliver. Keep getting calls, texts promising delivery but I still don't have a delivery date. Call them and they were honest and said it is out of stock and don't have any idea when it will be in stock. Also, they have tied up 2k on my credit card with a pending charge.

I write to express my disappointment, frustrations and worse experience I went thought with Ashley store. I bought dining chairs on March 1,2021, which was supposed to be delivered in 4-8 week. After several calls to Ashley's stores, I was given 3rd week in May, then first week in June and on and on. In the end, it took 16 weeks to get the chairs. Meanwhile, three day after the purchase i went to the store to make some changes, I was told, I will be charged 10% of the purchased cost in order to make a change. Anyways...
After waiting for 16 weeks for my chairs, the delivery team showed up finally, Thank God. The delivery guys started by saying, since, I didn't paid for a white gloves services they will just drop it at my door step. Knowing that i have paid, I tried explaining to them with evidence but he went on the phone with someone and he came back saying, his boss want him to bring the chairs back to the warehouse, like seriously? The guy was so rude and don't want to listen to me and then drove off the van. I quickly called guest care services and mail a copy indicating my payment but nobody get back to again.

What an insult? In line of this, we cancel our house warming party, because our family and friends will have no chairs to sit on. My families coming form Toronto and BC has to cancelled their flights as well and now they are still dealing with respective airlines for refunds. We also have to cancel food deliveries and pay a percentage for breach of contract. I don't even whether I can host the house warming again. Ashely's store have ruin my family get together and family memorable moments which supposed to be held on Canada's Day.
I called several managers who promised to investigate and called back but none of them get back to me. Mohammed is one of the managers and can attest to this.
The chairs were finally delivered on July 3, but unfortunately 2 of them were wobbling so I reported it to guest care services and they sent me a video to watch and fix it myself. Really? If I can fix chairs, I wouldn't have paid for white gloves service. The wobbling chairs haven't been fixed till date.
This my personal experience, so if you are planning to buy from Ashely store, you have to revisit your decision.

I placed an online order thru the chat, was told order would be here Week of June 14th called to try to add to order took several calls before someone could find it to be told it will be delivered June 2022. Have been trying to cancel the order for 3 weeks now and it still isn't cancelled. Apparently no one knows how to do their job! Luckily went to a store and Callie has been wonderful to work with and help me get as far as I have to get the order cancelled.

They will take your order and money and promise delivery in a week. After that they keep rescheduling your delivery with no explanation. We were promised delivery on June 27th, today is July 5th, our delivery was rescheduled 4 times. This store had horrible customer service and they are very unprofessional.

So, here is our story. We walked into an Ashley Furniture Home Store(AF) to purchase a dining room set on 5/28/21. We selected one and the transaction went through without a hitch on my Credit Card(CC). However, we did not receive a copy of the Sales Order / Invoice with my signature, other than a copy of the CC machine copy which did have my signature(this will have significance later on).
Delivery was done three business days later, 6/3/21, acceptable. Here is where the situation became dicey. When the delivery guys put together the table and chairs, I indicated that there was a defect on the top of the table and the chairs were wobbly. He indicated that they could not address that and that a request would have to put in for a technician to come out for repairs. I agreed to that so long as I was allowed to make the necessary annotations on the packing slip before I signed for the delivery. The delivery person took a photo of the table top with the defect(I indicated that there was a second defect, but he did not want to take a picture, indicating that the technician that would later come for the repairs would address). He started to make a call with AF to put in a request for a technician to come out for the repairs. He indicated that the call allegedly dropped(I cannot confirm the veracity of that) and indicated he was going to step out to the truck to make the call and return. Ok, so five minutes later, the wife indicates that the driver drove off. What? I immediately called into AF's Customer Care center to complain. This is where it really gets interesting.
I was informed that "I had signed for the delivery". I indicated, No, I did not and explained that the driver just drove off. The Sales Order Terms and Conditions indicates that the customer's "signature on the delivery receipt acknowledges that you have received and inspected all of your merchandise in good condition. The customer care agent admitted that this was highly irregular and emailed me my supposed "signature", which was not mines of course. She then asked me for the signed document I had received at the store. I indicated that I had not received a signed document, other than the CC machine receipt, which had my signature. She wanted to compare signatures, which upset me even more because it initially seemed she was doubting my assertion that the signature was not mines. But if it meant showing proof for her internal records that the signature had been forged so be it. I emailed the receipt back. She indicated she would put in a complaint on the situation and arrange for the technician. At this point, we were over the situation and I indicated I did not want a technician, I wanted the table and chairs to be picked up and my money refunded.
This started a 33-day process, 16 phone calls, sometimes waiting an hour on the phone, speaking with 18 different agents, including two calls and one additional visit to the store where I purchased the table to finally receive my refund.
During the process, they indicated that they would not refund the delivery fees, which I objected to, indicating that AF would have additional issues that would cost more if I decided to pursue legal action based on the forgery of my signature. By the way, I asked during the process the name of the delivery person and of course, this ask was ignored. Because of this, they acceded to refund the total purchase price including delivery fees and taxes.
Towards the end of the saga, I was told by the Escalation Team at AF that the refund would be available to me within 7-10 business days in my bank account. I found that reasonable since I know that is the normal wait time for refunds on credit cards. However, when I called at the 11th day to inquire about the refund, they called the store and were informed that because this was an in-store purchase with a CC, I had to go back to the store with the card for the refund to be processed. Had the Escalation Team member informed me of this, I would not have lost an additional 11 days. Then when I went to the store, their credit card machine was not working, of course. I asked them to run it again, which they normally do without being asked when they are selling a product. It still did not work, so they indicated that they would have their Corporate Office make the refund, which ultimately happened. I later thought, couldn't they have done that 11 days prior?
In summary, my experience was very poor with the delivery, customer care and unnecessary pressure from my perspective to have them resolve the situation. If they would have acted quickly to resolve everything, I wouldn't be writing this, nor would I have decided to not purchase at AF in the future.

If I could give zero stars, I would. I ordered by bed on May 19. I chose Ashley HomeStore because they said my bed would be delivered within 2-3 weeks. It has now been 6 weeks. I am due to give birth any day and have been needing a new bed since I placed my order. I received an email showing that my bed would be delivered on July 2. I received another email stating that my bed would be delivered on July 21, but that's not even a guarantee. I am so upset. Ashley HomeStore has lost my business for good. I hope they go out of business.

We have had our couch and love seat for over a year now... We love the furniture but HATE their customer service... We Started calling to have our couch fixed (Board Broke) We have called numerous times. Now they say well it's been over a year and the warranty not any good! UNBELIEVABLE! So now we have a broke couch that needs repaired and they said we have to pay for it. I called the last time said they would promise to make sure someone called us back... AS USUAL NO PHONE CALL... We sent pictures before year was up!

I am not one to write a negative review, therefore, know that this was a terrible experience. On the rare occasion that I have a problem with service, it has always been handled by a simple phone call. My furniture was ordered on line. The first two pieces arrived without my knowledge of pending arrival. One of the pieces had a smashed in bottom shelf. I contacted customer service, explained the situation and her reply was to offer a discount. The fact that she immediately replied in this manner led me to believe that this is a common occurrence. I did as I was instructed and emailed the damage to her. No reply, and no discount. A few days later, a dining table was scheduled for delivery and set up. The drivers on the enterprise rental truck brought my table top wrapped in a blanket and placed it face down on my floor, they then brought the boxes in containing the legs and as I was standing at the door waiting for them to come back to assemble, they drove off. The table was too heavy for me to put in an upright position after I managed to assemble the legs, so I had a neighbor help me who was astonished at what had not been done after I paid a delivery and set up fee. Follow up phone calls regarding my issues are met with completely disinterested customer service representatives, in fact, the last one I spoke to about the damage done to an earlier delivery spent time on the phone with me speaking to other employees and a few times even yawned. I have no expectation that my concerns will be addressed, and have to say in all my years of purchasing services, this is the absolute worst company I have ever dealt with. It is run like a circus. Please dont spend your hard earned money here. You will be sorry.

We ordered a coffee table on April 4,2021. We received the table on May 18,2021. We paid EXTRA to have it assembled. It was assembled at the Orlando, FL warehouse and was delivered all put together... or so we thought. The "assemblers" failed to send the shelving support clips along with the coffee table. After repeated/disgusting attempts to resolve the claim that we filed immediately, our plastic clips won't arrive form China/Vietnam until JULY 22,2021! Of course the clips can't be purchased at Lowes/Home depot because they are METRIC and don't fit the drilled holes. Constant lies and patronization from EVERY "customer care" rep have left me nauseous. Customer beware of online orders for the Ashley "homestore". Go to your local store if you are determined to order furniture from this criminal company. As you may have guessed this is the voice of experience speaking.

I have been working for almost 2 years trying to get my furniture replace or repaired. I have made over 35 call to the customer service line and received multiple claim numbers for the same items. I purchased a sofa, love seat, chair and a half and ottoman for my new home and it has been a nightmare every since. Within the first 3 months the couch and chair were showing signs of spring damage. I reported the problem as soon as possible. It took multiple calls and months before someone came out to inspect the furniture. It was then Ashley decided to put in my file that I refused to have the serviceman in my home. I had to get proof from the repair company that this was a lie. After a year Ashley decided to replace my sofa but continued to ignore the claim for my chair and a half and ottoman. I had to start all over with a claim for the chair and a half and ottoman by this time the warranty is out. After multiple calls concerning the chair and ottoman the same serviceman was sent out to inspect the chair and ottoman he inspected previously. Fast forward to today when I am told that they have been trying to contact me but got a busy tone on 3 separate occasions so they closed my case. This is ridiculous and I will never shop here again.

So many great companies have closed down, how is it this horrendously operated company still has their doors open? Dealing with this company has to be one of the worst experiences I've ever, EVER, encountered. Post-sale communications are abysmal, operations procedures are atrocious, the supply chain management is inept, and the customer service is pitiful with absolutely no desire to service a customer. The marketing, however? Truly prize worthy.

I've just canceled my several thousand dollar order, and have urged a family member, with a larger order amount than ours, to do the same. Even with great marketing, I am amazed they are still an operating business. What a waste of our time.

I'm tellin' ya, do yourself a HUUUUUUUGE favor and don't believe anything at all the sales people tell you (because they've been fed the crap as well), and go anywhere else to buy anything.

Gina has always been very professional and knows design. She takes time to listen to what you want, helping to order it while giving you the best deals. Dedicated, stays in touch and always making you feel welcome keeps me going back.

I was looking for two reclining sofas for my theatre and called the 1-800 number; I got Chris, who is part of the team in Chicopee, MA! Let me tell you, I have never felt so welcoming; he was great; he walked me through the process; helped to find what I was looking for and even took the time to ensure that I made the right purchase for my home; that meant so much to me since it was my first purchase with this company. I ordered it on Thursday with him and received it on Monday. The delivery team exemplified the same type of enthusiasm that I experienced with Chris. I love my sofas, I love the care that I received and I will definitely be shopping with Chris again! Great customer service, great patience, and overall, a great welcoming experience for a first--time customer!

Once again Ashley's has fulfilled our needs for our sons new home. We have known Ms. Dee for more than 2 years and she knows exactly what we are looking for and not to mention the money we saved! I highly recommend Ashley's Furniture to all my friends and family. If your ever in the VA area Ms. Dee is AWESOME!
Sincerely Texas