Ashley Homestore

If I could have given "NO" stars I would have. I purchased a loveseat and sofa from Ashely furniture on two occasions. Once in 2016 and again in 2020 on both occasions I ended up paying over $3,000.00. I am writing this review as a result of the set I purchased in 2020. I noticed I was sneezing and my skin seemed to always be irritated. So I purchased 3 air purifiers and place them strategically throughout my newly built home. But as time went by I noticed my skin, eyes and nose continued to itch and burn. My sneezing episodes continued and got worst, eventually through the process of elimination I discovered it was the loveseat and sofa set I purchased from Ashely furniture that was emanating a chemical odor that was the corporate.I don't know what ether smells like but there is a chemical vapor coming from the furniture. When I was finally able to contact Ashely their response was since I didn't purchase their extended warranty and so much time has passed I'm stuck with what I got. Consequently I can say two things for sure, there is dangerous chemical gaseous odor emanating from the furniture I purchased from Ashely Furniture and two, I will never purchase anything from Ashely ever again. Oh, there is a third thing I can say, I saw at least one other customer of Ashely that had the same experience and got the exact same response from Ashely. Buyer beware! I intend on posting this review in as many online reviews as is possible.

Bought a king size heated mattress pad, shipped fast all seemed great. Then we opened the box to find only one controller (box and add say king comes with 2), when i contacted customer service thru email got a reply stating it only comes with one with the add highlited saying twins and full size come with 1. Just down from the highlighted area on the add response it clearly states kings come with two. When i replied to this email dead silence since.
I have since called the customer service number 3 times and each time im told someone will reach out within a week. We are going on a month and have heard nothing.
We will never buy from ashley online again and will most likely avoid thier brick and mortar stores as well.

They have no return or exchange policy. The sales person NEVER explained this. When I called the customer service told me to read the fine print. I believe this is deliberate deceptive sales tactic

I purchased stools online and they sent the wrong color and tried to force me to pay to return…after 10 emails 6 months later I still haven't recieved a response. Do yourself a favor shop elsewhere!

My wife and I purchased a dual reclining sofa from Ashley Furniture Store at the Sterling VA location. We purchased the sofa in mid-November, and it was delivered to us prior to Thanksgiving. One week later the control panel for the sofa button was stuck in the on position and would not release. We unplugged the sofa so as not to burn out the motor. We contacted customer service; they asked us for a picture and an explanation, and we provided as they asked. Customer service said they would order the new part and as soon as it arrives contact them so they can schedule a technician to replace the part. After 5 weeks and no part arrived, we called customer service several times with no status and finally they advised us that the part was coming from China and it would take 2 more weeks. The part arrived and we contacted customer service, and they said a technician would be in touch in 48 hours to schedule a time to come out. After a few days I called again because no technician reached out. Customer service said they have the work order in and that we would be contacted. Now we are at 5 weeks for the part and another 2 weeks waiting for the technician. It is just before Christmas, and I received an email from the technician to schedule a date for them to come out. The two dates I was given were February 15th or 16th. Now we have to wait 2 more months before our unusable sofa will be fixed. Again, we were only able to use it for 1 week. I called customer service several times, as now I wanted them to remove the couch and be refunded my money (approximately $3000.00). Customer service said all they can do is place the work order in. I told them that I will go to the store I bought the sofa from. The person at customer service said, "They won't be able to help you". SO, I went anyways and this was the last week in December. I spoke with the manager at the store and explained my situation as we were now approaching 8 weeks without a workable sofa. This was after another customer was complaining about dirty furniture being delivered to their house. The customer service liaison was also at the store, and she advised the manager to email their corporate office with the explanation and to indicate I wanted a full refund for the sofa because I was going to eventually have an unusable sofa for 3 months. They let me know that they should have a response very soon and I can wait or if I have something to do and then come back to the store and discuss the response. I have now waited 10 days and no response. I have messaged the store manager wanting an update, the first time he indicated he hasn't heard anything back, the second message I have not received a response from the manager and now it's three days waiting and now writing this review. I am now 10 weeks without a workable sofa. No communication from Ashley furniture corporate nor the store in Sterling VA. This is the most unacceptable customer service I have ever experienced. To spend approximately $3000 on a sofa that broke 1 week later. I would advise never to take your business to Ashley Furniture. Their customer service lines have call center individuals that don't help, managers that don't follow through, customer liaison that don't follow through and a corporate office that has failed also. Of course, I will continue to get this resolved, however, I needed to take this step to maybe open the eyes of the corporate office on how their company is failing.

I received too many marketing emails after placing an order on www.ashleyfurniture.com! No matter how many times I have pressed unsubscribed, I still receive emails. Later, I called their customer service, and they asked me again for my email address. I asked them what the point of placing an unsubscribe button in the emails, and the agent pretended that she did not listen to anything and said goodbye.

I purchased a lounge chair from Ashley Homestore last August,the salesman was Peter at the Chirnside Park store. I was told that the delivery would be between 12-16 weeks as they had none in stock and would need to ordered from overseas. It arrived a few days after 16 weeks and it was worth the wait,Great quality and very comfortable. I chose to pick it up from there warehouse Johnnys Furniture in Dandenong on 16/12/23, now that was a great experience,Saturday morning the Staff member was run off his feet dealing with 4 large pick ups as I arrived. He was courteous and professional helping everyone with there furniture not just me, he assisted me loading it into a ute and was so helpful. That guy whist sweating profusely is a real credit to your company and deserves a shout out for outstanding service.

I would go into the details about my situation but there is a lot. To make this short...don't buy from this place. They are all smiles while they are taking your money but once an issue arises, they are no help. And the people in the store are very unprofessional.

During the conversation with Samuel, he laughed several times and when I asked to be transferred, he didn't realize that I could still hear him or didn't care and was like "I'm so sorry you have to deal with this" as he transferred the call. How unprofessional is that? And it's no point to even try to escalate because their Operations Manager Courtney is just as useless.

She actually canceled my order without even telling me or leaving notes as to why. The only reason I can think she canceled my order is because of the conversation I had with her about the damaged headboard I received on another order which she wouldn't even try to address.

Plain and simple...listen to al these BAD reviews about their BAD customer service, terrible management, delayed orders, receiving damaged products and the list goes on. Every one of these reviews is ABSOLUTELY TRUE so READ and LISTEN to every one! Go spend your money with another company that actually wants your loyalty and business not one like Ashley who simply wants your money and cares less if you come back.

Don't purchase anything from Ashley Home Store the quality of the furniture is cheap but the prices are high. Poor customer service salespeople aren't award of the products. I wanted a firm sectional I was told it would be great after 2-3 weeks I have a flat bounce sectional that can be showcased inside urban air for the kids to play with. Learn from me go somewhere else.

Don't waste your time, Ashley has a 1.26 star out of 722 reviews. I received a damaged ergo base and Ashley would not take it back the next day after it was delivered

Oh my goodness! This has been the worst experience we've ever had, ten-fold. We ordered a display cabinet, it was delivered damaged and all hardware, shelves, and assembly parts were missing. We called within five minutes of the item being delivered. We had to open separate claims for each issue, send pictures, and wait for a callback. Nobody called. We called back. Were told parts were ordered and to expect them 7-10 business days. Tracking number was never sent. So, we followed up again. Spoke to multiple agents. Each one told us a different story. One said is shipped, other said it won't ship for a couple of weeks, third - that's on backorder and no known availability. They all keeps saying "sorry, per policy, nothing we can do." Most definitely, horrific company culture runs through their operations. Fed up, we then just requested a refund/return. They REFUSED because parts were ordered already! After speaking to yet another agent, we were told that this is high-demand item and parts are not actually available. I simply don't even understand what is happening and how this is even possible. Horrible customer service, lies, lies, lies, and this place will hold your money hostage, even when every single step was an error on their end! Still waiting on a resolution, still don't have the refund. Still looking at this cabinet that can't be used. Just awful!

I ordered a couch from Ashley furniture in Bend, OR. The couch took 9 or 10 weeks to arrive. Upon arrival I noticed our sales Rep. Mark Harvey had ordered the wrong orientation. I now have to wait an additional 8-11 weeks (or more) to receive the couch I ordered. When this information was brought to Mark's attention he was very concerned that I keep the couch covered so they can re-sell it. I will never do business with this company again!

They lied and said I would have my furniture delivered a month ago. Be prepared to wait. The salesman added "insurance" and a pillow and didn't disclose the extra costs. It was all about the sale and I would absolutely not recommend them, especially if you actually want your furniture in a reasonable time.

SWINDLED, SCAMMED, FRAUDED, CHEATED and LIED TOO!
I went to Ashley Furniture in 10/20/23 against my husband's advice, because he warned me they would "Screw me over". I went there to buy a SOFA, only a SOFA, to replace the Party time Sofa we once had, which was recalled and Ashley Furniture also refused to replace.
Unfortunately on this day I was victimized by a true Snake of a Salesman Josh Palmieri.
I decided on the Backtrack Dual powered Sofa, he then offered me a great deal to also purchase the recliner. Mind you I didn't see the proverbial knife pointed at my back at that moment. We agreed on a price, he actually SHOOK my hand and smiled at me, with what I thought was genuine customer service, at that moment. Little didn't know this is where his ethics got thrown out the door. We went to the sales counter, he handed me the paper work pointing to where I needed to sign his copies. To my neglect, I trusted him,
Mistake #1.
On 10/25 the order arrived at my house, when the delivery people began to unbox, I noticed it was a love seat, NOT the sofa. The delivery people said, oh no problem, just sign here that this has been delivered, then call this number and they will get it exchanged for you. *******930. Mistake #2
So I called the number and they stated the Store would have to correct it. I found my paperwork and saw that it said a LOVE SEAT not a Sofa. (KNIFE IN THE BACK ENTERED) I then called Josh immediately and ask why he had entered a loveseat, being that I NEVER was interested in a love seat, I had never looked at a loveseat nor did I inquire about a love seat. He then told me he would submit an email to get it corrected. Needless to say I never heard from him again. After countless calls to the store, and speaking to the GM Solomon Sutton, I was told, sorry all sales are final and there is no return policy, and that he had to support his salesmen. UNBELIEVABLE. What I have learned from this is JOSH PALMIERI, consciously, knowingly, and willingly sold me a sofa and recliner, but intentionally entered a loveseat into the system knowing I wouldn't check his work because I had already thanked him for restoring my faith in Ashley furniture. MISTAKE #3. My advice to you is stay clear of this Ashley store and specially stay clear of the SHADY UNETHICAL. We are now stuck with an uncomfortable love seat that we never considered, nor wanted.

Went to Ashley furniture in Avon, Indiana black Friday was not that busy tried out sofas and recliner for 45 minutes no one asked if we needed help left Went to Godbys purchased there

I am beyond frustrated and out of patience with Regency Furniture/Ashley Furniture. My wife and I bought a dining room table, 6 chairs, and a server from them back in JULY of 2023. The floor models looked nice in the store but when delivered from the warehouse came with scuffs, scratches, dings, damage, and imperfections. We had to send furniture back SIX TIMES to try to get acceptable NEW furniture. They blamed the delivery company but then DON'T OUTSOURCE A THIRD PARTY DELIVERY COMPANY. Also the table we tried 3 different times for and each time it was taken straight out of the box from the warehouse in our living room and was damaged in the same place EVERY time by the extension leaf. There were multiple chips in the paint and wooden legs all over and they just kept offering to send out a technician but I'm sorry I want BRAND NEW FURNITURE THAT WE PAID FOR, not damaged and used furniture. It took SIX DELIVERIES to get 6 acceptable chairs for our matching set sending back 3-4 chairs each time if not all of them until we got decent ones that a technician STILL had to come and provide touchups on the imperfections AND told us he was going to submit a report for 3 new chairbacks but then never submitted the report and we waited an additional 3 WEEKS to hear back at all afterwards. We asked MULTIPLE times for customer service to put us in touch with upper management to request a partial refund for all the hassle after 4 MONTHS of communication back and forth and SIX SEPARATE DELIVERIES in which they give you a 24 hour notice of a 3-4 hour time window for you to TAKE OFF WORK AND BE AVAILABLE FOR A HOME DELIVERY. I gave up so many hours of work just to sit around and wait for this idiotic company and we were never even satisfied. Finally in NOVEMBER, 4 MONTHS LATER, we got in touch with an "escalations office" who said they would look into it, then got back to us the next day and refused to give us ANY REFUND AT ALL. What a joke. I hope all their warehouses burn down.

I purchased a power lift chair in April 2023 for my elderly disabled mother and had to use the online store for Ashley because she and I live in different states. We were happy at first with the chair as it was comfortable for my mother. However, in September we had to contact customer care because after only 5 months, the chair cushioning was failing as you can see in the photos. It took a few weeks but they did come out and add additional cushioning to fix that problem. Then on a Saturday evening (Nov 4) my mom became trapped in the chair in the reclining position due to a motor failure. Customer Care wasn't available at that hour, so when we connected with them on Monday, they scheduled a Friday Nov 10th appointment for a service technician. However, the technician never showed up. So we connected with Ashley again, they scheduled another technician visit for Monday, Nov 13th, and that technician never showed up. We connected with Ashley again and they have scheduled a technician for this Friday. We asked if they could just ship a replacement chair - they said not until a technician confirms if the current chair can be fixed. This would be outrageous if it was a side table due to the complete lack of communication on the technician's part - but it is especially heinous given my mother's condition and the necessity of this chair. I'm beyond frustrated and have never experienced such horrible customer care! Not have I ever experienced such poor quality in manufacturing from Ashley Furniture!

I bought a living room with a cleaning warranty that they promised me I could use whenever I wanted, and the only time I called to ask for it to be cleaned (last July 10 with reference number: *******) they sent someone to the house but they didn't do the job because he said he had to come back later. He never returned and a while ago when I went to the store to complain I spoke with a Manager named Shawn himself who told me he would help me solve it but he never returned my call or answered me. Now time has passed, the warranty has expired and they never provided the service. Really, don't be fooled, don't pay for that service since they don't comply. Ruben Estevez

Color described as "grayish brown." Color received was definitely a true, charcoal gray. It has absolutely no brown tint at all. Not happy at all. I did not want gray furniture.

Aunt and Uncle bought bar stools from Ashley in Springfield Mo. They gave salesman the size, height of stools that they needed. Salesman gave them the wrong size. We went to the store with Aunt to get exchange. They tell us call Customer service. So we did, they tell us that they have to send approval to Store manager, said it will take 24 to 48 hours.

Customer service has number you can text. So I tell them when it has been approved to contact me. They later said they can't approve the exchange. First excuse was they got the right stools, I sent pictures of the size that they gave the salesman.
Second excuse was he signed for it. I showed them pics of no signature.

The next day they give me the excuse that if it was the correct order they can't exchange. I again show them pics of size that they gave to salesman. Then they say we can send a request to store manager,then I tell them one was supposed to have been sent.
Then it was oh yes I see it was sent yesterday. It will be 24 to 48 hours.

What good store manager doesn't read their emails everyday. We are going to go talk to store manager in person. No faith in what they call customer service