Ashley Homestore

I have been dealing with this mattress for 3 years now. It has a big dip in the middle and Ashley's will not replace. How do you allow yourself to do seniors that way!

Daughter bought bedroom suit for new baby.Installers said they were missing screws to put up bed left everything in hallway.Daughter is 9 months pregnant. I gad to purchase screws at Home Depot and put it up.

I ordered a mattress and box spring (an adjustable base) in Sept 2023 for $5k. When it was delivered I told them the box spring and mattress together was too high and I couldn't get into the bed and it was uncomfortable and not working for me. They asked for me to contact the adjustable base department for assistance instead to see if it could be lowered. I followed up with that dept to find out they can't help me and the frame cant be lowered any further and I would need to call back the company instead. I have now spent 2 months following up with customer service and trying to get the mattress and box spring returned since when I purchased the items I was told there is a 90 day replacement if I was not happy with the purchase. I have called customer service and this was escalated to a very unhelpful customer service escalation team. I was told I could call back the adjustable frame dept and when I said why I would call them back again when I already did this and they have said they can't help and to call you and you are suggesting I go back to them and there is nothing additional you can do to help. They told me they are not allowing me to return the box spring/adjustable frame but I could exchange the mattress only. I said this makes no sense why I could only exchange one of the items I purchased if I am not happy with this and was told something different by the sales associate and manager at the store. The manager of the customer service team Samantha advised me that my concerns as a customer do not matter, they will not help me, and don't care if I write a review or ever shop in their store again as that is my decision. She also got off the phone by saying she hopes I have the day I deserve. I said I have been following up with your company for 2 months now and if you weren't going to help why didnt you just say that back in Sept instead of making go in circles for months and not caring about the experience for your customers or if I am happy with my purchase. I was discussing with my sales rep on purchasing additional furniture for a future order and when I can return the box spring I can even use the credit to purchase additional things. I asked for this to be escalated further as I am not happy with my purchase and I was told I have a 90 day return on it but they are not honoring that. Samantha's boss also called me to equally confirm they are doing nothing to help, understand that I am not happy with the mattress and bed, and don't care if I write a review or ever shop and purchase another item at Ashely Furniture. I will never shop at or do business with a company that has this mindset that they don't care about their customers or the money that was spent.

This is the most awful experience I had in my furniture purchase history. If there is negative star, I wouldn't hesitate to give to this store.
Everything was wrong in the whole process. I bought only one full size bed and mattress from this store. Was told expect a delivery within two weeks. I waited two whole months' to get it.
Since they told me I have to buy the "Pro Installation" to get the warranty which I did. However the pro installation turned into a nightmare.
The deliver day, two guys came to the house to install the bed who almost bend the bedframe. Finally got to the finishing point trying to put the slats on and find out there are missing screws. Then they told me because of this I have to schedule another service to finish the install. They will let the store know the missing parts.
Stay with me, we are not finish yet. They ordered the screw. However since I wasn't trust them at this point, so I went to the store by my own and checked the sample they have in the store and found out they missed out the center reel bar to hold the slats instead of the screws those installer told me.
Then the store guy helped me order the center reel bar in the store which I pointed out to him from the sample bed.
Haha guess what, the delivery came two days after which is the wrong part again, not the screws, not the reel bar. But the slats.
Well at this point, I really want to return the whole thing. But you can tell it's not worth it with the hassle. So I decided to ask them again to deliver the right missing item the third time. Which they did.
At this moment right now, I am still wait the technician to come fix the rest of installation they left.
It's almost more than 3 months to get one full size bed. Still not finished yet.
I swear I will stay as further as possible from this store, it will be on top of my black list for ever. Hope my real experience learned can save the rest of people some time. And make it little easier than this.

Please do not buy any furniture from Ashley furniture save your hard, earned money and go somewhere else you'll thank me later!
1) The furniture is made very poorly it doesn't last more than about a year!
And what's worse they refuse to stand by their so-called warranties
2) We spent over $3000 for a couch including a $200 for a 5 year warranty.
3) Now we find out (13months later) that the warranty is not worth the paper it is written on…Yes labor is up after one year (true) but what about the five year warranty I now discover that too is useless anyway…
4)The best they can do is send someone out to inspect it,. Oh and that's another $150 but it cannot be repaired since this particular product is discontinued and parts are no longer available and they call this customer service?
5) They told us in the store they stand behind everything they sell AND they manufacture their own furniture?
6) That seems to be a Bait and Switch, because somehow their own manufactured couchwith all the parts is discontinued.?

If you read the so called Ashley Regency newsletter they claim to be putting the best foot forward putting the customers in focus etc. etc. Nothing could be further from the truth. Find another furniture home, this one gets a solid D

I have filed a report with the Better Business Bureau

4 years ago we bought a 6 peice dining table set with a 5 year warinty. It was the most expensive set in the whole store at the time and has done nothing but disappoint. While reading this please keep in mind that this table is not an everyday use peice of furniture. We use it about once a month on special occasions. I will admit it does look appealing but that does not cover for the fact that in the first few days we have already had to contact the store about the chairs and the result of that was us having to get things to fix it with our own money. Not long after that the polishing on the table has started to completely come off. The lamination on the sides and on the bottom started separating. In the middle the table is able to be extended, but the mechanism in it has broken after our second time exending it. All the chairs except one sink in way too much and are very squeaky. 4 weeks ago I have contacted customer support and ever since have just been fighting about every issue I just listed. I do not understand why I have to keep fighting with Ashley about things I do have a warenty for. I want people to read this and take in mind everything I just said. I will NEVER recommend Ashley to anyone I know. We have way better furniture from cheaper and way higher quality places with

Would like a refund for a cancelled order paid for and have no product
Refund 828.78 paid not rec,d

Beware! Don't not do business with Ashley furniture!
The sales team is instructed to be sweet helpful and knowledgeable about the products they sell, and to sell the most expensive items. But once you have problems with the item, they give you the runaround and become offensive mean unprofessional and compulsive liars; until your trial or warranty time frame expires. The gangster looking manager was super unprofessional to begin with in the McAllen Tx. Store! After no luck calling, texting the sales person, you are just left calling several customer service numbers you had to look up, and no one knows anything and can't help. At the end of the day you just got stuck with a $5000 Matress and major body aches. Save yourself some time and money go get your furniture or Matress at a local costo or sans club ( purposely spelled wrong) and pay a fraction of a cost!

I ordered my couch at the beginning of September. I was told at midnight the day before it was supposed to arrive that a hold was placed on it. I resolved the hold in less than 12 hours and they said that it now wouldn't be able to be delivered until the almost 2 weeks later. I dealt with several representatives all of which were unhelpful, who kept interrupting me, and were downright rude. Customer service was abysmal and I will never buy furniture from them again.

The salesman we purchased from was great. The problems began after the purchase. Long story short they refuses to work with you about delivery.
My circumstances dictate that I am not home until noon so there is nobody to except delivery before then When I explained this to the distribution center, they said we can't commit to any time frame. They suggested I call the store where I purchased it or arrange to pick it up myself which isn't possible. I called the Nashua Hampshire store and the first person who answered the phone, Jay, happily told me that there is nothing we can do to help you. I asked for the managers name, and she couldn't even spell it and of course had no idea when the manager would be in. The second person got on the phone named Ashley who gave me the same speech about not being able to help me. Is this how Ashley does business? Once we spend our money, you don't care anymore?
Expressing my frustration to Ashley. She said " we're doing everything we can to help you" yet the only thing the two people I spoke with at the store were doing was telling me that there was nothing they could do! Is that what they consider helping? At that point I left a message for the manager to call me. A few minutes later "Ashley" called me back to say that she was going to contact the distribution warehouse manager to see if they could work something out
Which is the response I should've gotten in the first place. It's unreasonable that this company doesn't try at all to work with a customer on delivery.
Worst customer service I've ever experienced!
I WILL NEVER DO BUSINESS WITH THEM AGAIN

I purchased a sofa set from Ashley, London. Worst service, worst customer experience, hidden details, rude sales person, worst sofa & now they are not returning it and asking for unnecessary return fee. Would never recommend to buy a sofa from ashley. Negative rating

They have the best furniture on display but what they send you is not the same. They are scamming hard working people left and right.

I had a horrible experience with Ashley furniture and I would not recommend anyone to make a purchase at this furniture store. This was my first and last purchase with this scam company. I ordered Stearns and Foster mattresses that cost well over $2500.00 and they delivered a cheap mattress worth $200.00 and refuse to refund my money. They are now telling me of their NO REFUND policy. Excuse me, Ashley sold me one mattress and delivered a totally different mattress. The typical bait and switch and now they do not want to do the right thing which is refund my money for an item I never received. I have a picture below of what Ashley delivered. If I could give negative 10 stars I would. Dealing with customer service has been horrendous and I still have this cheap mattress in my home 2weeks after delivery and add fuel to fire I am receiving a bill for a Stearns and foster mattress. I should have never walked in that store on 9/4/23 because I haven't had a bed to sleep in since. Ashley has done NOTHING to fix the problem. Stay away from this company.

Dining set delivered yesterday and notice that chairs rock back and forth due to having uneven legs. One leg is shorter than the other a 3 of 6 chairs. Immediately contacted Ashely furniture in which I was informed that after delivery, I have to go throught proper procedure to have 3rd party tech come to adjust. How do you adjust wooden chair legs? Technician schedule was unavailable as of today. Need to wait as Ashley will not stand behind products until technician reviews. Table top has a quarter size spot where stain is missing.

We bought leather sectional couch year ago,plus 5 year protection plan( very STRONGLY advised by seller,telling us it will cover all demages,stains,EVERYTHING). After few months of use all seating and back pillows started to cave in horribly,chaise is almost bent down, leather stains so easily,even water leaves marks! Horrible quality all over! After a year looks like garbage. Ou r 3600$ goes to garbage!. After many calls, atempt to use our 5 year protection plan- they said that anything we claim is not under our protection! Why I bought it then?!. Ashley Furniture Is dishonest,misleading...( oh,they did not give us copy of " protection plan" while we're purchasing that couch,so it's on us I guess,...that we trusted in a words of salesperson who assisted us with our purchase). I am so upset,angry,disappointed...Never,ever will purchase anything else from that store,will share my experience with my friends.

I ordered a mattress online. I ordered it Saturday and waited until Tuesday for delivery only to find out they said there was a problem with my address, and their idiotic credit protection office pulled it back three days after I ordered it. They never even bothered to call me. I just moved and needed the mattress quickly because I'm undergoing surgery in two days and now have no mattress. Three days later they discovered a problem? They kept me waiting three days? Now I'm screwed, have to quickly find a mattress somewhere else. I'm dealing with idiots in a foreign country on top of it. Ashley outsources overseas. I will never do business with them ever again and would recommend no else do business with them either.

Where do I begin? I wish that I had read the reviews before buying from them. The bedroom set we purchased is great. The issue is with customer service, and the complete disregard and lack of any accoutability in management. We had paid for the delivery service. At the time of purchase, I had repeatedly asked our sales person Kevin whether it includes removal of our bed frame and two nightstands to the garage, and he said as long as it is in the house (not haul away), it is covered. To ensure, the day before the delivery, I called again to confirm and was told "it should not be a problem at all". Great.

On the day of the delivery, the delivery people arrived and I politely asked them if they can move the metal bed frames and the two night stands to the garage.the delivery person simply said "NO...not part of my job". I tried to explain to him that I would have done it myself but I have a bad back and the sales person and the person I called at Customer Service had assured me it would not be a problem. He said "I have a bad back too" and proceeds to lift his shirt up to show me his support belt.

I called customer service while the delivery people still tjhere and was transferred to call center out overseas. The person on the other line did not speak enough English to understand me and after putting me on hold, she hung up on me. I called again only to be connected to the same person and upon confirming that it was her, she hung up on me again.

I went to the store at about 7:30 p.m. that night to speak with my sales person or with a manager. Neither unavailabe. The person behind the counter with thick brown prescription glasses was so rude when I asked him politely to speak with a manager. He stepped away from his desk to go find him and came back a few minutes later and sat at his counter while i am standing right there and proceeded to go on his computer without saying anything. I asked him if a manager was called and he did not respond. I asked him again, and he told me that the manager stepped out and does not know when he is coming back in. I went through the door and found "Romeo" who was nice at first and told me he is not a manager and a closer. I told him that I need help and tried to explain the situation to him. He cut me off and said "Kevin is too experienced to make such promises and we do not offer removal of the old furniture anywhere" and expressly told me "do not waste your time trying to talk to the manager as it will not go anywhere and I would just be wasting everyone's time. He told me that Jessica is the store manager. I have not called Jessica but I suspect that would be the respnose too.

Again, in the big scheme of things, it is not a big deal but it is!. I was going to buy a living room set that we really liked and a bedroom set for my daugther. But no more.

We had an issue with a sofa purchased several years before with a five-year warranty. Warranty company failed to repair issue and then denied further attempts at resolution (We were told Ashley no longer offers warranties with this company.) Lisa Garcia-Manor and Nate Henderson at the Snellville, GA store where we purchased the sofa stepped in and took over our problem. After examining the sofa, they had a brand new sofa delivered to our home free of charge. They were both so very helpful and professional throughout the entire process! Will DEFINITELY shop here again! Thank you, Lisa and Nate!

I just paid $800 for a piece of junk that they won't let me return! I got a reclining sofa that 1. Was so small it only fit my two kids comfortably 2. You had to launch yourself backwards to actually recline and 3. THE LEGS WOULDNT STAY UP IN THE RECLINING POSITION! After calling them they basically told me that no returns/no exceptions BUT had I purchased IN the store that I might be able to return it?!?! Their customer service is beyond crap and their return policy is basically no policy. I should have listened to the reviews but I just thought it wasn't going to happen to me! This is your warning…..

When we purchased furniture from Ashley last December we were told there was a 5'years interest deal ending that day. So we decided to go ahead and purchase the furniture intent on paying it over 2 years. It turned out to be 6 months interest free if paid in full. We noticed this on the invoice and asked a manager who looked into it and told us it would be taken care of. Of course it was not. The interest free deal ended in July and unfortunately we saw it this month more than 30 days after the expiration of then deal.
There is no reason to resort to this kind of tactics if you are a reputable business. Obviously Ashley is not and should not be trusted.