Ashley Homestore

Great place if waiting over 6 months for furniture and 0 customer service, 0 followup and 0 problem solving skills is your thing. Purchased a complete living room set in Nov 2020, was understood that delivery would be delayed because of Covid 8 -12 weeks. I call on wk 12 was told all but the tables are in and they were going to call me when it all arrived in a couple weeks. We agreed to have what was in delivered and take care of the rest two weeks later. 2 wks come and go and i have to reach out again, im told at that time its going to be another month or so before they are in. They never once call and give updates, i was actually told on the phone by the GM that it was ok for me to call as much as i want SMH. Kind of missing the point on the whole customer service thing. BTW, if you call enough they will eventually not answer the phone, be prepared to hide your number to have someone pick up. But dont settle for leaving a message, they will not return your call. In the beginning of this month i was told that the furniture will be delivered on 5/13. I then get a call saying my furniture is in the store and i can come pick it up (that was not the arraignment, they lied and said they did not have it noted that it was to be delivered to my home even though we spoke just 2 weeks earlier that it will be delivered, corporate did state that it was stated that the furniture was to be delivered to my home) SO, it was suppose to be taken back to the warehouse last week and be delivered this week, I CALL (again) to make sure it was all taken care of and was informed that it was not picked up and it would be picked up this week to go through that whole warehouse, checkin, set up delivery process. After calls to the esculation department latest is it is suppose to be here this saturday. Even if it does show up that day, it is still a 6 month process to get a product that was paid in full in November. This store is a nightmare! Wonder if i qualify for the memorial day savings on the furniture i purchased during thanksgiving SMH

DO NOT ORDER ANY FURNITURE FROM ASHLEY HOME STORE!
My husband and I bought three reclining love seats and one rocker recliner. The furniture was delivered broken, I was told on April 7th that someone would call me on the 9th. My husband and I both had to call several time and sit on hold for more than 45 minutes. They sent a repairman to check the furniture. He said it needed to be repaired. I did not buy furniture to be delivered broken, I order new furniture and new furniture is what I want to get.

We have worked with Ashley customer care and finally after over a month of phone calls. Our new furniture was to be delivered today and they were to take the damaged stuff back.

The delivery people were rude and called dispatch and said that he didn't feel comfortable entering my house. Made up lies so he didn't have to work. I find offensive is that they left. Dispatch calls me to ask my side of the story the dispatch lady was nice, but by this time, I just done.

I'm done trying to play nice. I'll go buy new furniture from a different store and Ashley can come and get their furniture.

I was sent an e-mail that my recliner would be here on the 19 May 2021 also an e-mail about mattress and headboard will be here on the 5th of June 2021. Called the number they gave me and they said we don't have that recliner and we don't know when it's coming in. The same was said about the mattress and headboard. They told me that online orders that they will give you a time but it's not correct most of the time. I cancel all of my orders and will not use a Ashley again. They could have call me or e-mailed me to let me know. One of their supervisor told me that we always tell you up front that orders could be delayed. But my e-mail that was sent to me said it was a confirm date. I talked to my sister in Mobile and she said the same thing. She bought new furniture from them for their new house and she had problem. Bad customer service. One area doesn't know what the other one is doing.

My first time shopping at this store the guy that helped me place my order was amazing no complaint! My complaint is when I was told by customer service that my order would be here by a certain date and it was not. Then I called them and they said they don't know what happens the driver didn't have the information. So I called back again they told me it will be delivered by May 18th expedited and told me they will note the account. Well guess what I don't have any furniture. I called today and spoke with a manager at the store and she basically gave me different information again regarding my order and basically down played what I was saying like it was not important. I paid cash for my order and do understand things happen, but customer service was awful and how this situation was handled I will not shop with you guys again!

Do NOT buy from Ashley's. They guarantee a date of delivery but keeps being pushed back so good luck on getting your furniture. 4 months and still waiting!

So I am first going to start off by saying I have spent close to $5000 in this store. No problems… But luckily everything was perfect… We purchased a $270 bed frame online… It was delivered on a Tuesday, in early February while The husband was out of town… it was so very heavy, my youngest son helped me bring it inside. That Saturday the husband got home and we opened it up and it was "used". I called them about it and sent them pictures immediately …
I didn't hear anything so a week later... mind you this huge thing is still sitting halfway in the box in my front living room... they once again apologized and then come back to me saying I can't return it at all Because I was outside of that window of opportunity… I was like well we need to have it replaced… They had to do an investigation that took another several weeks and they finally came back and said that they would replace it… Supposed to be handled at the beginning of April…But here we are it is May 9,2021… Three months later… they still have not picked up the damaged product and they still have not replaced the damaged product!
If I could only charge them rent I would… I do not recommend Ashley furniture for anything… If they can be this petty over a $279 product I cannot even imagine if things would have gone awry with my other purchases… Never again.

Writing this post they just sent an email delaying delivery and pick up another week…

Unbelievable.

Bought a recliner from Ashley. Had a problem with delivery and emailed salesperson with no response!
Found the chair at reduced price on their site the next week and attempted to contact - customer service CA said contact local store. Local store no answer 3 different days.
Felt manager should know customer no service so I typed a letter of my experience with purchase……and completely ignored my letter.
If you want a price guarantee and a store that stands behind things after they get your money stay far away from Ashley Homestores!

I placed an order with Ashley furniture and got a call to set up a partial delivery. They delivered a desk and bookshelf however, both items were damaged and missing hardware.

The delivery crew also damaged my home while delivering the wrong color sectional and ottoman. I refused the sectional and ottoman and while attempting to call the store about the broken desk and bookshelf, they had another person in my home sign for the delivery. They were not aware of what I was doing, since this sales contract was my purchase, and all decisions are to be made by me. By the time I realized what was happening, the delivery crew was leaving.

Once they left, I went immediately to the store and wanted to return the broken items and my request was refused. I was told that I could not cancel because someone had signed and accepted the order. They said that hardware will be sent to me to fix the desk and bookshelf myself. I never received the hardware and the items were under warranty so I shouldn't have to repair anything myself. I asked if I could just return the items and get a refund and was told that this was not possible.

I looked online at their website and noticed I was also being severely overcharged for the items. I asked for a price match and again was told no. At this time I cancelled the remaining items of my order as I had only received a partial order and got to work contacting the corporate office.

After much escalation, I finally get a call that they will be coming to pick up the broken items and refund me. It should not take customers going to corporate and above to get their money back on damaged items.

I have been lied to from the first purchase. I ordered all items I was told that were in stock. When finding out my first delivery date was not kept because there is no such thing as in stock it has been all down hill. I have had delivery calls from Florida, Texas, Mexico and Memphis for an order that was placed from Chicago area. Next they keep taking items that they said were for my order and are in and them using to fill other orders. This order was placed in 2020. Stay away. Very bad service.

Is the worst company to buy furniture from. They have a company comes and put your furniture together and they doa a bad job The breaks they don't honor there warranty. They say that kids 65 pounds broke the bench because the screen wasn't tighten or installed correctly by the company that put it together.

Purchased a painting online. Wrong colors when I received it. Called and was told they would have the delivery company called me for an appointment to pick it up. Never got a call. Called back. Waited for an hour and then they disconnected me. Called back again waited for another hour. The customer service person was obviously working from home. Her dog would bark and she put me on hold to take care of whatever she needed to. I told her I've been disconnected and to make sure she had my phone number to call me back if it happens again. After another hour I was disconnected again. Never got a callback. Next I wrote a long detailed email to their customer service explaining the issue. Never received a reply. Altogether I've wasted six hours on hold or talking to people that do not help me. Will never order anything from them again. Going to put it on offer up for half the price!

Wanted a bed and headboard, no one at the store would help so we looked online, and it had only the option of assembly required. Not a problem for us so we ordered. Bed came and to our surprise, over half the pieces were missing. Spent an hour and 26 minutes on the phone getting transferred over and over, and even hung up on. No one cared and no one had any answers to have a full bed shipped to us and the other one shipped back. Finally got someone who seemed to care and said 1) a UPS shipping label would be emailed for us to put on the box (after repacking it up) and UPS would come and pick it up, and 2) a new bed would be shipped. NEVER received an email about UPS and instructions! A new bed did arrive but was left in the front yard in a rain storm. It was never delivered to our doorstep as it should have been. To no avail, no one would handle the issue; just a round and round scenario as before. Online service said I had to talk to the local store, that it was not their problem, yet, I DIDN'T ORDER FROM THE STORE! But, I decided to go in and see if someone could help. Online rep said the item was listed under the local store Parrot Group LLC so they had to take care of it. Local store was absolutely NO HELP! In fact, the denied that they have to help at all because I ordered online! SO in other words, no one will take responsibility. They dialed the customer care line and I spoke to a "manager" named Kirsten (spelling?) and she seemed to be helping and said my complaint with hopeful resolution would be "pushed up the chain" and "high priority" and I should receive an email or someone would call me. 4 days later... NOTHING. Obviously I am screwed. One bed with pieces missing, a second that is water logged. And no one will help, online nor local store. I will never be ordering from Ashley Furniture again. And anywhere I can find a site to post a review... be damned sure I will ;)

On April 8,2021 my husband and I went to Ashley in search of a nice mattress ( I have been having back problems) I was helped and pretty soon I found what I was looking for I found it to be a bit out of my budget so the sales rep and her supervisor offer me $ 200.00 Ashley gift cards, and 6 months of payments to be refunded to me by a Visa CC in the amount of about $ 200.00 monthly payment was going to be $ 32.00 a month, they offered free pillows, mattress cover and I was happy so I say let's close this deal so the total amount was for $ 2,488.74 including sales taxes sales taxes were charged to my Visa CC to my surprise once I signed the contract, I was told that to forget about the $ 200.00 Ashley gift card because the total they had written the invoice for already included the $ 200.00 which was never communicated to me until after I sign the contract. I could not believe how unprofesional they are that tried to pull a wool over my eyes, so I ended up getting the $ 200.00 ashley gift cards. The delivery was scheduled for April 12th and everything was going fine until I got a phone call from their warehouse stating that they were not going to deliver the mattress because it was out of stock take in consideration we had already moved everything out of the way waiting for my new mattress and she told me to call the store if I wanted to cancel, well I did but I keep getting a call center needless to say I was never able to talk to the sales rep or her supervisor. I will never go back to this place.

We ordered a desk and when it arrived, it was damaged. It took weeks to get a replacement because it is almost impossible to reach anyone. You get caught up in an endless phone loop and never reach anyone. When you finally do, they put you on hold and you get disconnected or told someone will call you back. Their online chat is the same way. You wait for over 30 minutes and it disconnects you. So frustrating. We finally got a replacement but it took way too long and it still had a missing knob but wasn't worth following up on. Love the desk, but HORRIBLE CUSTOMER SERVICE!

Just would like to thank the young lady that sold us are mattress and box springs at the bowling green ashley homestore, very friendly and polite, very helpful selling us a super soft mattress

I applied for Ashley credit card online. I was approved and then attempted to make a purchase that totaled $1900 online the same day. When I tried to complete my purchase, the site showed "system error, purchase did not go through". I tried again the next day and same thing happened. I wasn't sure what was going on so I called customer service. They said it was a mishap on their end and try again later.
Since they had issues online I thought I would wait, receive the card and shop at the store. When I received the card in the mail I created a user online for my new credit card. To my surprise, there was a "pending charge" for the $1900 transaction I tried to make online that wouldn't go through! Franticly I called Ashley because I was concerned I would be billed for a transaction that didn't process! No order number was created, I did not receive any items!
Long story short, here I am two months later still trying to fix this issue. I have talked to four representatives at Ashely. All they say is "this happens a lot, we will send the cancelation request to Synchrony, don't call us back". The problem doesn't end there. I have talked to five representatives at Synchrony! I have been told multiple times this would be fixed, I can use my card again going forward etc. Still not fixed. During my ninth call to them today, I have decided to close my account that was opened and to walk away. I consider myself to be pretty capable of handling my business online. I have never experienced anything like this before. I will NEVER do business with Ashley. Because this issue was so bad online and the time I had to take to put in to cleaning up their mess, I will never shop in their stores either. Unbelievable.

Received a letter ONE YEAR after paying them and said they never received payment. Now they say my CC was expired, it was not. I did not finance, paid in full and have a receipt for it.

I even had a damage claim on my dresser and they have no records of that either.

Experienced terrible, terrible costumer service after purchase of my sectional. Not one phone call or voicemail left to insure my husband and I on delivery details of our couch. Wouldn't be so upset if I was called when dates of delivery changed or if it was just a text. Most likely will not be returning to purchase anything else. Bought my couch from the location on 5209 Carolina Beach Road in Wilmington NC. Please try to fix your costumer service attention.

CANNOT FIND RECEIPT!
I have shopped with Ashley for the last 20 years. I do not usually buy their warranty plans and I haven't needed one. I would just buy new furniture. Now, the quality their furniture and customer service is AWFUL at Florida store on Osceola. They sold me a dining set and a GBS warranty (DO NOT USE THEM EITHER). The table has nicks everywhere and the chairs are peeling (whatever that is covering the seats). Also, the screws keep falling out of the chairs. But Ashley or GBS is taking responsibility. UNBELIEVABLE! The set is only 18 months old. But it has been this way for a couple months. SHOP ELSEWHERE!