Ashley Furniture Reviews

We purchased a new table and had it delivered. Upon delivery it was damaged. I called when the customer service center opened about two hours after the delivery and spoke to the manager, Octavia, who assured me she had reordered me a replacement table and two chairs that were damaged. She believed I would get replacement within a few days. I called 6 days later and waited 3 hours to speak to someone. When I finally did I was told there was no record of my claim, reorder, or any call made previously. I was then promised that a manager would call by noon the following day to help me, and no one has called. I have tried to call them and I was told there is at least a 45 minute wait. Absolutely ridiculous. I have contacted my AMEX account and they have froze payment until this is resolved.

I cancelled my order online. Order mid-June 2020 and received a email confirmation that the order was cancelled but it still has not fallen off my bank statement. When I call Ashley Furniture to check status it still shows a delivery date of mid-July. I have left numerous voice messages as well as messages with their online virtual help and email, but no response or call back. I was on hold this afternoon for a customer service agent for over an hour but my call was dropped. I will never purchase anything from them again!

Not been able to get anyone on the phone about a chest of drawers that we purchased. It looks like it was something someone returned. We're out almost 600. I'm just glad we didn't go ahead and order the matching dresser with it. They are more than happy to take money but then give people the run around because of the crappy furniture they sell.

If I could give them a -.1 star, I would. This is probably the MOST unprofessional, racist furniture store I’ve ever been to. I purchased a sectional and ottoman and decided to pick it up from the warehouse. Once I brought my furniture home, we realized that I was charged with the wrong ottoman. The folks at the warehouse said that the salesmen at the store would be able to help me. We ended up going back to the store to get our issue situated and lo and behold, more issues. I started to voice my concerns and complaints and Eliot (one of the salesmen) decided to “help” by giving me attitude and not even listening to what I had to say and then he started to walk away while I was talking..That’s when I realized that these people didn’t take training on proper customer service.

I was delivered a table on June 25th via Ashley’s Home Delivery service. The table was damaged upon delivery. It was clear that the damaged to the table had been previously noted because it appeared that someone had attempted to apply a wood stain to camouflage the chipping paint, but had used the wrong stain color. After multiple attempts to contact Ashley to return the damaged item, I filed a dispute with my financial institution. Ashley finally picked up the damaged table today, July 6th. I still have not received a refund. It is nearly impossible to reach anyone in the customer service department. Delivery drivers show up without any prior notice or appointment. Ashley has the absolute worst customer service of any retailer that I have ever dealt with, including merchants based in China! I have never seen anything like it.

Never thought I’d actually ever want to give a company 0 stars, but Ashley earned this. Ordered furniture a month in advance, was given a delivery date. A couple of days prior to the scheduled delivery, I received a call to say it would be here on “said” delivery date. The item never arrived. Talking to customer service has been a hassle - after being placed on hold for hours, everyone’s answer has been “I don’t know” or “I’m not sure” or “I wish I could help” - What? I’ve been transferred to different departments multiple times and it seems like they are just placing me on long holds in hopes that I will either hang up or stop calling.

I contacted your company and I purchased a bed set and a vanity. The seller convinced me the merchandise accomplished my expectations. When I receive the merchandise I knew the set was very small and maybe it was nice for a girl. I began to contact your company, even I waited on my phone for more than 2 hours and nobody reached me. Finally, today I chat with Stephanie, and she did not fix my situation. I am a human who deserves respect and you treated such as piece of garbage, because you convinced me to buy without my expectations. Now I need to exchange it you don't permit. I will pay for something I don't like. I will use my social media to advise my friends and friends of my friends to don't buy your merchandise.

I have purchased furniture for the house that I was newly moving into from Ashley's Pickering. The purchase was made in Feb 2020. It was a relatively large order which included three rooms in my house. While I was making the purchase the manager Mr. Sheikh promised me that all items will be delivered to me by six weeks – IF I paid the full payment on the same day – which we did, then came COVID-19. We had Ashley's delayed the delivery of the items until white glove delivery would be available which was mid – June 2020 + all goods in our item would be ready. The first available delivery date as of June 2020 was July 2nd, but there was one item from our order list which was missing and as per the executive on the call this would have been available on July 7th.

I have been dealing with Ashley furniture since May 15.... still NOTHING RESOLVED!!! It took them 5 times to deliver my furniture... MULTIPLE DAMAGED pieces, wrong mattress, etc!!! I have spent over 25 hours on the phone, emails, and driving to store to get this resolved... unbelievable/ I literally have no words!! WILL NEVER RECOMMEND OR SHOP AT ASHLEY FURNITURE AGAIN!!!!

Order a sectional on 5/26/20 WAS informed that it was not in stock but it would be back in stock on 6/15/20 and delivery would be 7-14 business days after that. I called to find out how much longer it would be was told July 2nd. The salesman in the store said it was nationwide and every furniture store was having the same problem due to Covid 19. I finally asked to just cancel the order and I was told they could not because it was bought and paid for however I only put a down payment on it and financed the rest so I found that odd. Not to mention the very nice salespeople to begin with were rude and clearly did not care once the order was placed.

I went in the store made major purchases in bedroom furniture. When my items was delivered one of the nightstands had been damaged. After the damage had been discovered I immediately called the customer service number. I was asked to take pictures and send them in and someone would call be in 24-48 hours. No call. I called them after the 24-48 hours period. I spent half of my day with calls, holds, and to find out according to them they had no pictures. Which I believe to be a lie because it was verified through the agent from the first call they had the pictures. So this nasty trained agent ask me to resend the pictures again to another email address and was told it would be another 24-48 hour before some one would contact me. I waited. As you would know no call from Ashley.

I bought my furniture back in May. They obviously run your credit. Scheduled delivery was 6/25. We got a call two weeks after we purchased and they said that our couches won't be available till August. I went to the store and spoke to the sales person, and he explained something about delivery ppl having open ticket bla bla. Anyways he resolved the issue and said that he reversed delivery date to 6/25...fast fwd I got a call saying my furniture scheduled for delivery on Wednesday 7/1 so I emptied my living room and was ready. No one showed up and no one called. I got another msg saying my new delivery date is scheduled in 7/7 and part of my couches WILL NOT be available till August 5th!!! Horrible experience, horrible customer service, horrible sales department!!! They don’t communicate with you and do not answer emails or phone calls!

I bought a bed frame that came in with crack wood and nails split from the bed frame side delivered May 11 and still haven't received any return calls or a replacement part. I've called over a dozen times. Their customer service is the worst. The quality wasn't even worth it. They will never have my business again.

I purchased LR & BR furniture for my newly built home on 5/31. Told it would be 3 weeks. Received message 6/16 stating it would be delivered 7/9. Then another message today saying 8/19. Horrible & no one answers.

I bought 3 recliners from Ashley Furniture the warrior brand. After using the recliner 3 times the back broke off and the wood split. I had my grandbabies in the chair with me at the time and all 3 of us went into the wall and hit our heads. I have reached out to them with multiple pictures and information over 6 weeks ago and No response. Please don't buy this recliner and Ashley furniture's customer service is horrible.

I have placed two online orders with Ashley Furniture. The first order was drafted out of my account, but was then cancelled without me being notified. I had to call customer service to get payment refunded. I decided that could have just been a one time issue so I tried again. This time, the money has been drafted and returned to my account twice, again, I get zero notifications informing me of my order status. So I have $156 going in and out of my bank account and I have no idea if I’m going to receive my order or not. I tried talking to a store associate and they have no access to online orders. I will never purchase from Ashley online again.

Don't purchase from Ashley Furniture, the furniture is not made well. Purchased a sectional, had it serviced twice. The cushions replaced and when I called to have service again for the same reason as before, Ashley Furniture could not help me because my warranty was 1 week over the warranty period. I asked if they would make an exception because it was the same issue and it happened during the Coronavirus pandemic and the answer was NO. So I emailed the corporate office twice and I am still waiting to hear back from them. Don't buy from Ashley Furniture!!

Updated on 08/07/2020: Anyone rating this place more than two stars must be an employee. The had good quality about 15 years ago but now in is the pits. I ordered 5 pieces of furniture on line on 6/1/2020. Two were delivered by UPS because they were small end tables. The other 3 were to be delivered by their own delivery service. Only two items were delivered. The third was supposedly on back order. All the things that were delivered were new in a box and needed assembly. No problem. That is what I wanted. One of the end tables was damaged due to poor packing. They agreed to replace it but it would take 2 months.

I have been paying for a product that I don't have. They delivered the wrong product in February but will not take responsibility for getting me the product that I actually ordered. We are now going into July and I don't have the product I ordered and am still paying on.... If I stop paying, it's going to hurt my credit.

Purchased a vanity for my wife's birthday. It arrived with damaged corner, scratched front and broken mirror. This company is built on providing no customer service and preventing contact. You cannot use email (supposedly to provide better service), used messaging multiple times no response. You cannot stay on hold for an UnGodly amount of time as they cut you off after 15 minutes and switch you to voicemail. Again left multiple messages. Nothing. Buy a piece of furniture or anything from this group at your own risk.

I ordered a VERY beautiful bedroom floor mirror (Duha floor mirror in espresso) that I have been so excited waiting to get. It was absolutely beautiful, exactly what I had been looking for, and beyond that it was originally $439.00 and I got it for $149.00 (that number included taxes AND shipping costs) BUT after 9 delivery dates that no one ever showed up & more than a couple times where nobody even called/emailed to let me know the delivery date was changing, having to call over 20 times with no one answering the phone or calling back, countless emails that not one single person got back to, this morning I was finally able to get thru to someone to cancel my order.

The customer reps seem very pleasant in the beginning. But if you change your mind and go back the next day to change or cancel an order that hasn't even processed yet they bully you into buying it. We went to the store at Aliso Viejo, CA, to purchase furniture for the living room. We looked at the mattress from a distance, and the rep figured that we are interested in buying it at some point. We got wrapped up in the sales talk (which is our responsibility) and made an impulse order. However, when we thought about it, then it's an expensive purchase that we should hold off, then we went to the store within 24 hours to cancel it, which, according to return policy was okay.

I would like to take a minute to share my experiences I have had in the past several weeks with Ashley Furniture. I am completely shocked that in today's world this company would continue to do business this way. I will start with saying that I had a great experience in the store during my first trip to purchase a sectional. Since the experience was good I decided to come in and purchase dressers and nightstands a week later. The salesman stated that he could have all items which included the sectional and the bedroom furniture delivered at the same time to my new house. I also decided to order a kitchen pub table.

Purchased over $4000 worth of products recently and had a problem with damaged during delivery and an item simply not being on the truck. Both items were to be delivered 5 days later. Nothing happened. Go online and virtual chat says call store. Call store and after an hour on hold get customer service but not at the store. They say call the store. See if the store does not answer in 30 seconds it gets routed to customer service and the employees know this so they don't answer the phone so this is literally nothing you can do fix a problem except actually go into the store. IT IS NOT WORTH BUYING FROM ASHLEY BECAUSE IF SOMETHING GOES WRONG YOU ARE COMPLETELY ON YOUR OWN.

I received outstanding service from the sales rep at my store, however once my order was delivered and installed, everything unraveled. First disappointment - I purchased $6k worth of bedroom furniture and was more than surprised they charge $300+ for delivery fee when the furniture outlet The dump same distance in travel, charged me no delivery fee for a $1k purchase. 2nd disappointment I checked the installation but I obviously didn't check it thoroughly enough, as when I went to use one of the drawers after they left, I discovered it is off track and unusable. There is also a chip in the headboard where you can see raw wood exposed, and one of the nightstand legs is uneven and wobbles. 3 out of my 6 pieces have defects.

Have called at least 20 times. Left numerous emails. Nothing. I have contacted BETTER BUSINESS BUREAU. Every time I spoke to someone, they told me to call someone else. This place is a joke. I have NEVER seen a business treat customers like this. I will never purchase anything from them.

Received damage defective sofa and refused sofa and didn’t sign and they left the sofa anyway. They give me the runaround and refused the take it back. Told me I have to do an exchange. There’s no refund. Ashley also fix the prices to gain more money. I’m planning on contacting AG in my state to start an investigation into this.

My husband and I bought a whole set and my mirror accidentally fell on my couch and ripped it. We paid for the warranty. I called them, sent pictures and never heard back from anyone at all. People don’t buy that warranty. They don’t care about replacing or fixing anything. They just want your money. Bad bad bad experience. Never again.

I set a deal with them for 3 items with delivery. They sent one item to me and the other was broken. I refused to accept it. I set another delivery date and again it came to me broken, and the third time it came broken too. I went to the store to replace my order or solve the problem. They don’t have other choices for me. I tried to cancel my order they refused. So basically they were lying to me with the deal that they gave me. I don’t recommend this company to anybody. They have sales lies and bad customer service and bad delivery.

Delayed delivery OVER AND OVER. Ordered April 16, now been told for the 3rd time it’s not getting delivered after taking off work and waiting!!!? I have To call to find out and now they’re saying AUGUST! I have to call them!! How do you all stay in business??!

I ordered a queen mattress on 6/8 and expected delivery on 6/10. UPS was not show. I check their site to find only a shipping label was created. After 4 hrs elevator music a so called service rep answered what for??? No help at all. As of 6/19 I have yet to receive a refund and they won't even give me the decency to contact the customer! DONT USE THEM. NOT WORTH IT. CAN YOU SAY AMAZON SEE YA.

HORRIBLE CUSTOMER SERVICE.... DO NOT SHOP HERE!!!! Where do I start.... I went to Ashley furniture because of the name but it turned out to be a very bad idea. First off if you order online forget about ever making contact with a live person. NOT GOING TO HAPPEN.... You will be on hold forever or get bumped into a voicemail. I’ve left 3 messages thus far all of which the message gives a max 92 hour turn around to receive a call back. That has yet to happen and it’s been well over a week. I ordered a set and it seems that only a portion of the set was delivered or so I think because I’ve not received any type of communication outside of your package has been delivered and the weight of what was delivered doesn’t match the total weight of the set I ordered so I really have no idea what I got (UPS lost the package another story). I went online to my orders section and funny how the page is broken and it directs you back to the home page..

They'll ruin your furniture on delivery (actually drag it, unopened through garbage), and make it impossible/refuse to fix the issue. Shop elsewhere. On June 5th, 2020, we had a delivery scheduled for a brand new leather sectional we purchased from the Ashley Furniture store in Greece, NY. The delivery company they hire as a third party had opened one of the two couch sections in the truck, as well as the large plastic bag housing all cushions and pillows, so they were open and spread around the inside of their delivery truck.

I cannot warn enough against purchasing from this store. You better be 100% positive that your purchase is the one you want and that is not damage, because trying to speak with anyone who is of any assistance is near impossible. I ordered a kitchen set 5/11. Only part of my order was delivered and the part that was came damaged. I called Ashley Home Furniture to cancel the rest of my order and request a refund. I was on hold for 30 minutes until I spoke to the first representative who had to transfer to a manager, which was an additional 45 minutes. I was on hold for more than an hour and 15 minutes between these two calls. They had UPS labels delivered to me to return the items, which were delivered to the store 5/28. I have UPS delivery confirmation of this return.

If you are going to purchase furniture from this store, I recommend that just pick it up yourself. The delivery company is extremely unprofessional.. The driver showed up at my door as it was pouring rain and said he would only leave the couch outside or in my garage. I requested that they leave it in my front entrance and he said that he would if I paid $150 delivery fee right then and there. Meanwhile I was already charged a fee of $150. On my bill. He proceeded to put the couch in the garage and stood it on its side in the air, making it hard on the frame. I will never request delivery from this company again. I have such a terrible taste in my mouth by this companies’ unprofessionalism that I will not shop at Ashley Furniture in the future.

I purchased a desk online several weeks ago. I can't get any order information or customer support. When you click the order information page on their website it says the page doesn't exist. The chat agent on the website doesn't work. They forced me to call with an ungodly hold time and nobody ever comes on. I filled out their online form for a call back 3 days ago....nothing. I refuse to deal with companies that can't provide even minimal customer support. My advice avoid this terrible company who could care less about their customers.

You Just CANNOT get order status from Ashley once you order. I did a chat with an agent and he was able to price match the item I wanted and then he sent me link to order from. I order using that link in my email and paid. He said that I will get call from delivery department once I place order. It's been more than a week and I never received a call. So I tried to reach out to someone using chat again. Now starts the plethora of issues.

I purchased an Anniversary Edition Pillowtop Mattress on May 2018. It sags in the middle and the pillowtop is loose in some areas. When I called to talked with them about the problem I was having, no one answered the phone. I called over and over. Still no one answered. So I went in person. They took my information and started a case for me.

I went to the Ashley Furniture Store in College Station, TX on 6/16/20. I wanted to buy a coffee table and an end table, the total purchase bring no more than $500. I have an Ashley account already, but I don’t carry the card with me. I have a $7,000 limit, a zero balance, and excellent credit. I was informed that they could look up my information. I was taken to the front desk. The woman asked for my I.D. I gave the I.D. to her. She balked and asked me if I knew my license was expired.

Placed an order online for a chest of drawers-as soon as it was delivered I checked it and it was broken, not put together correctly and two of the drawers would not fit. I called and they are supposed to be shipping the drawers and sending a repair person and said this was the only option even though the return policy states you can return the item if you call within 72 hours. I called within 30 minutes or less (even though I stayed on hold for about 1.5 hours).

Placed order on April 3. Thinking I was doing my due diligence I contacted customer service before finalizing my order. I asked them the The item I am looking at, "Is this a full bed for my kids." They said yes. I asked again, "Is this the price." They said yes so I placed the order. I did not receive a confirmation email for about 5 weeks. Even after receiving the confirmation email I noticed that one of the items just said headboard so I called again asking them, "This just says headboard. Can you confirm that this is the whole bag that I bought." The agent said, "You bought the whole bed."

Where to start, 18 calls and texts regarding our delivery. Spent over 6k. The sales person great, company horrible, my mistake. Should have read reviews before buying anything, went down the street and spent over 12k at Dania, no comparison. You can't speak with anyone regarding anything, and they think it's best to drop off pieces of your and other items left and right and never holding to a delivery schedule, I am having to contact my attorney to have this resolved. The in store staff was good, but the behind the scenes horrible, my wife has been waiting since 12noon today with a delivery at 530pm, and when you track it it now indicates 830pm. No phone calls nothing, this company needs to closed down, before they filed for bankruptcy, because that's what's next 10 thumbs down again not the sales staff, corporate lazy people stealing our money and mostly time.

Sale price shown online is ONLY if you don't do the promos. If you do the financing promos, prices goes up. Delivery took WEEKS to get, could not get support online or via phone without HOURS of waiting.

1st Delivery - The driver walked through the mud and tracked through my entire house and put his hands in the mud and got it all over my furniture. Driver opened packaging in the house which left Styrofoam balls all through out the house. 2nd Delivery - The driver Ervin ** (ADG Transport Services) would not wait on me as I was told I would get a 30 min call ahead and I did not and said that he would leave my furniture outside. Who knows what happens next.... Still have only part of my order and no answers on delivery.

NEVER EVER buy anything online from them that you may want to return. They make it impossible. They don't deal with email. Phone wait is days literally. Chat is long wait but finally reach person. Returning throw that did not look like picture, faded, cheap. Had to send photo. Sent and received return label. Then received UPS notice of return to them. Then got unintelligible phone call sounded like we received your return. Call if you have any questions, but not leaving number. Then got another call later leaving number asking to call them. Inexplicable why I would need to call them. Just issue the credit!!! Gave up and reported to Amex which has the most wonderful customer service ever.

My boyfriend and I ordered a sectional for $1000 and paid in full in the store. We were told it would be delivered on the date we chose, however when we called customer service they said we would not be receiving our couch for another 2-4 weeks and the sales rep should have communicated that with is. I am extremely disappointed in this company, customer service is awful, the sales reps are incompetent, and communication is terrible. DO NOT BUY HERE. Spend your money where you will actually receive your furniture.

I visited the store in Davie, Florida. I purchased a mattress set and L.R. set totaling $8000. I shared I have been a RTG consumer for 10+ years and raved about their 0% interest deals. Sheron my sales associate ran my credit and got me set up with an acct however neglected to share Ashley's charges 9.9% interest rate. I was told I was getting a 379 discount, but what they don't share is that is to compensate for the interest. When I got my 1st bill and realized called my sales associate who never responded. Went to the manager Jordan who blew me off. Finally spoke to the GM Lisa and another joke. She defended her employees' unethical business practice and said she was trying to see what she could do since the furniture was already delivered. I will NEVER buy from this company again. People stick to RTG. Very disappointed, 1st and last time shopper.

This is by far THE WORST CUSTOMER SERVICE! My wife and I walked into an Ashley’s Furniture 5 days ago with a specific dresser that we wanted to purchase. The woman who approached us was extremely short with us and unfriendly and told us she would be right back and was looking for the dresser we were talking about. While waiting for her we started to browse a little and we found our dresser within 1 minute. The woman was nowhere to be found so we left and ordered the dresser online. Within 5 minutes of us leaving we received 2 phone calls from her stating that she’s looking for me and my “sister” (which was my wife, we were very clearly not sisters).

The worst experience of my life!! I ordered mattresses and box springs at the beginning of May. The box springs arrived within 3 days the mattresses were a mystery. If I look up the order number online I'm told it's invalid. I've been trying to contact anyone in customer service to ask about my online order for weeks. Everyday, I'm on hold for 15 minutes then transferred to an answering service that states someone will call back within 48-96 hours. I have yet to receive a callback! I've tried using the chat feature on their website as well as the help feature; which allows you to send a message or request a callback. I've utilized every feature available to try to reach someone and still nothing.

I've been trying for weeks trying to resolve a damage end table. I've sent it back and they received it. They was suppose to send me a replacement. OF COURSE HAVEN'T HEARD NOTHING. Been leaving messages on phone that they say they will call you back. THAT'S A LIE. Been trying to chat and they say they will chat when they get to my chat. THAT'S ANOTHER LIE. WHAT DO I HAVE TO DO TO GET RESULTS? CUSTOMER SERVICE SUCKS. One star is too high. I wish I could put zero.

I purchased a mattress, bedset, and foundation on 5.12.20 and was told there would be delivery by 5.29.20. I have received the mattress via UPS in a matter of 2 weeks. The in home delivery for the foundation was scheduled for 6.11.20 but they called today 6.10.20 to let me know it is out of stock until 6.25 and they can't deliver until 7.2.20. The bedset...who knows really! I have tried email, calling, instant messaging, messaging, and leaving voicemails. I have not heard back from customer service once. I did notice that one of my instant messages was "closed by agent" a week after I sent it with no answer to my inquiry. They have my money, they did THAT pretty quick, and at this point all we have is a mattress. I really wish I would have just went somewhere local to make my purchase instead of having to deal with the non-existent customer support that is Ashley Furniture Online.

I ordered a coffee table online. It was delivered defective with scratches on the bottom of the table and no grooves in the leg to hold the screws. Attempted every day for a week straight (submitting online, leaving voice mails, etc) to return this product with no response. ABSOLUTELY HORRIBLE CUSTOMER SERVICE. I just want my money back and to get this box out of my living room!!!

I ordered the Caitbrook Bed from Ashley Furniture online on May 9th, 2020. The bed was delivered a week later. With Covid-19, we had to assemble ourselves. The 3-drawer chest had 6 pieces missing... 6! I have called the customer service number many times. I sit on hold for 30 minutes, then the system forces you to leave a message, telling you to expect a call within 72 hours. I've left 5 messages. As of today, JUNE 9TH - AN ENTIRE MONTH AFTER MY PURCHASE, I have never received a call back. I even left a horrible review on their survey they sent me - still no return call. DO NOT ORDER ANYTHING FROM THIS COMPANY! YOU WILL REGRET IT!

The furniture looked great at the store, but after you received in your home it is different. I received the delivery of my bedroom set and came broken and damaged. I tried to call all the numbers available but no one was able to help, of course after you called more than 7 times and waited on line for more than 30 minutes, not a person to help you. The company gave you 3 days to present a complaint, but the recorder message said that they can call you back up to 96 hours (4 days)...nothing you can do after those 3 days passed. Be extremely careful to do not check your merchandise before let the delivery guys leave, even they said that if you see any damages you can contact Ashley because you won't be able to do anything, just keep your thousand dollar broken items.

Buying in store was fine with nice salespeople. Even the manager I had to contact after online assistant was absolutely no help, was very pleasant. DO NOT mix online with in store shopping for Ashley Furniture. I spent 3 days trying to contact a representative online and then they did NOT help even in the slightest, and she disconnected me, RUDE. They are "separate entities" from what I was told. So, I paid more in store on many items than I would have if I made the purchase online. Although, I was told because I financed I could not receive those prices... What!? Makes absolutely no sense. Financing (0% same as cash) should and 99.9% of the time does not affect the final price of an item. I can buy it CASH store for $699.99 or I can buy it online CASH for $650.00? So... There's really no logical explanation for this, other than the fact that brick and mortar stores do not seem to be the same company as the online website... Strange?

I purchased a coffee table and end tables from Ashley Home Store in Edmonton, Alberta. The staff were very helpful and we received the furniture in good time. However, everything went bad from there. The end tables were the wrong ones. The sales girl had double checked with me to make sure of the ones I wanted and still got it wrong. I received the tables on May 29, 2020 and went right to the store to let them know of the mistake. I was also checking to confirm the color of the ones I saw in the showroom as the ones I received were a bit different. The store explained I had to call customer care and have them deal with it, so I did.

I have been trying to cancel my order after waiting over ten weeks. No one in the organization will return my call. I have never been more frustrated with a large purchase as I have been with this organization. I will never shop here and I would never recommend this store to anyone!

Chi's and Joe both very professional and helpful. Highly recommend. They both showed us various choices and made our decision very easy. Chris met us as soon as we came in the door and answered all our questions and then some. Joe was always very courteous.

This was the first time I had purchased furniture from Ashley Furniture and more than likely be my last. Of course, it took a while to get a scheduled delivery date due to the Coronavirus but I got a delivery date of 6/5 confirmed on 6/3. On June 5th the drivers arrives with only rails and no bed and was told by his dock manager that the bed was already at my home. This made absolutely no sense and instead of Ashley trying to rectify the problem they tell me they can’t come back out for 5 days. So after waiting a month for delivery and trying to move into a new home based on when they said the bed would be delivered we now have to wait 5-days. Totally unprofessional! That was the first incident.

Placed a non special order May 6, 2020. Paid cash over $2600 and $200 for delivery. Was told 2-3wks. I called at 3wk mark since we hadn't heard anything on a delivery date. Only get a run around reply.

First of all, I made an online purchase with an in home delivery of June 2, 2020. The company began to ship product to my new apartment, one that I didnt even have keys to at the time prior to June 2nd. I called a rep and of course no one answered me because my calls were redirected to a voicemail after 15 minutes. No one returned my calls until approximately 5 days. When they called, I informed them I went to my new apartment to retrieve the items and they were missing. Long story short, they told me I need to file a police report for a refund. I told them, haven't you people put me through enough already? Anyway, I disputed the charges with Synchrony bank and still waiting for a response. However, when I finally moved in after June 1st, the porter of my building was actually holding my packages.

I will never do business or refer a friend to this establishment. I placed an order for a coffee table two weeks ago. Last week Received a text with a delivery date 06/06/2020. Well guess what? No one showed up. I called yesterday. Was in their queue waiting for someone to assist me 56 mins. Rep had a hard time finding my order. Was placed on hold 4 times. Total call took over 2 hrs 12 mins. While waiting recording states to go online for assistance. DONT! You get a reply there’s no one available to assist you try back at a later time. Finally the rep assisting states the delivery is for Saturday. Ok. No big deal.

We bought a couch not even 2 years ago and the leather has been peeling and wearing off and now it is torn in several places. They won't fix it because it's not under warranty and we don't have the item #.

Customer service will not answer any calls due to “high volume” and forces you to leave a message. They say they will call you back in 48-96 hours. I’ve left three messages over 12 days and can’t get a callback. And I was going to spend money. Pathetic company.

Please, whatever you do, DO NOT SHOP HERE! You cannot reach anyone for help. They will not return calls, there’s no email for them, and they “answer” but mute the phone when you call...after waiting an hour on hold. Worst experience of my life. I ordered three of the same tv stand for my business and they only delivered two. I've spent a week and countless hours trying to get help with this and no one will help! They delivered the two stands at 11pm (not 3-7pm like they stated). Who delivers furniture on a Saturday night at 11pm?! Shop anywhere else but here!

I've been trying to contact someone in the sales department to make an adjustment to my online order since Sunday. Everyday, I'm on hold for 15 minutes then transferred to an answering service that states someone will call back within 48-96 hours. I have yet to receive a call back. I've tried using the chat feature on their website as well as the help feature; which allows you to send a message or request a call back. I've utilized every feature available to try to reach someone and still nothing. This is the worst customer service experience I've ever had and this will be the last time I purchase furniture from this company. Ashley Furniture needs to have a better system in place so customers are able to reach customer service personnel in a timely manner.

Terrible experience here. I was very very very very disappointed with this major furniture seller. To make a long story short not to bore: We're moving, so we purchase $thousands of dollars of furniture month ahead of time: 3 weeks later they tell us our daughters bed that we ordered really is not available???? We ask for refund after failed daughters bed and they tell us they gotta charge us restock fee???, but they calm us with a free delivery offer (but we buy her bed at Rooms To Go???. 3 days before our move in date we call to verify, they tell us we only getting 1 of our beds, 1 piece of our sectional couch (other piece comes in July????). They didn't call us to inform us about this???.

The issues is with false advertising, and statements. My wife & I visited Ashley Furniture stores in Panama City Florida, and Fort Walton Beach Florida. Both advised their locations delivered directly to Freeport Florida. Upon deciding to get furniture we went to the Panama City FL location. After spending time deciding on what we wanted we found they don’t deliver to Freeport rather another location does (They lied). This then lead to confusion as the local store had to do extra steps to transfer the information to the Crestview Florida store. This procedure added issues, and extended amount of time to do so. The store staff, and manager weren’t even fully aware of the procedure adding to the delay. Ashley’s corporate price match policy is also a lie as it states the following information. This is just a way of getting you to think they will match, and draw you in:

All 4 bar stools were damaged upon arrival. We cancelled the order. Despite this, were charged a cancellation fee. Mind you, the customer service team said "We will not charge a fee." Poor service.. Run away!

I am absolutely livid with this company. I ordered my couches on March 26th and have been told now 4 times that they are not in the warehouse or on back order and no one has communicated what’s going on. It’s impossible to speak with customer service unless you wake up bright and early to start calling. I was able to get through to customer service once and had to explain my issue 3 times before getting to some type of resolution. No one apologized, or even told me that I was being transferred. I just got an “okay”, “hold on”, etc and then was transferred.

First off, we received our order two weeks later than the estimated time. When our item came in (upholstered bed frame) we couldn’t make it past step 2 because instead of having 2 L parts and 2 R parts, we received 4 L parts. So we called customer service and left two voicemails. I also sent 2 emails out regarding our issue. The two times some representatives got to answer, the moment I was put on hold to look up my order, I was hung up on!! Both times! I’m so upset.. It is not worth the trouble at all. Do not waste your money on this sorry company. They need to be shut down or stick to in-store. Online service is a joke. Do NOT order online.

We purchased our Ashley "Prentice" bedroom set several years ago; I remember waiting weeks to get it delivered. When it did get delivered, it was neither "white glove" nor quick. The delivery guys clumsily brought the heavy "Prentice" set into the house, up the stairs and put in our designated areas. The heavy dresser was damaged by the deliverymen, partly from the safety straps they used -- these red straps left red stains everywhere on the white dresser! Even worse, they bashed it into the corner rounding the bedroom entryway -- this left a blemish on the edge of the top of the dresser, as well as other damage that we just realized. (The second "tall boy" dresser suffered the same fate, by the way!) We later had Ashley send a repairman to fix the red staining and the edge scrapes.

I ordered two nightstands, one came undamaged but the other way was completely broken. There is no way to repair it and the box it came in is too damaged to return it in. I sent an email to the address contained in my order confirmation and received an auto-response saying they are no longer monitoring that email address. I can’t get anyone on the phone and now I’m stressed about getting rid of this item. I don’t want to pay to send it back because it wasn’t my fault it was broken.

I ordered over the phone, they said I could return if I didn't like since the showrooms were closed due to Covid. This first delivery date came and went, my sales person forgot to put it in. By the time the items did come, they arrived damaged, the drawers were crooked and the back of one of my drawers is coming apart. I have called and called about this but get no response. I am so fed up, I just want to return them at this point.

Don’t know when or if I will ever receive furniture. Paid cash for furniture over 4 weeks ago. Was told it be here on 6/1/2020 then I was told 6/8/2020. Now they are saying whenever. They say no returns but I never received it and want my money back. Stay away from this company.

I have seen other reviews that mirror my experience. I 100% understand delays due to the virus. But my online order does not appear with my account. I get an error message when I follow the link to customer service and today - the last straw - their online customer service bot told me to call a number that ended up being disconnected. So I called my local store to see if they could help. I waited on hold for 10 minutes without anyone ever answering. I'll have to try again. But it feels like it's a deserted wasteland with no humans to talk to or confirm my order. They were quick to charge my credit card, though.

I purchased the Jeanette dining room table set. I order 6 chairs with the set and four of them came damaged. That's a total of $1009.80 just in chairs! I called at least 300 times and was placed on hold each time for like 20 minutes at a time and then the call disconnects. I've left messages to get a call back, never received a call back. I went into the store on Martin Luther King in las vegas nevada and spoke with hazel office manager and she tells me there's nothing she can do because online and in store are not connected.

When I purchased a sectional couch they suggested that getting a warranty plan was the best idea.. I have a few stains on the couch and because I didn't report one of them when it happened (and just one of them) I can't complain about the other ones that just happened .. I am stuck paying for a warranty I can't use .. Now for the table I bought it's starting to split on the top and becase they said they can see a knife mark (which I can't see nor am I complaing about) I can't get that fixed ethier.. I have no idea what I am paying for at all.. It seems lt was a scam to me.. and I spent all that money for no reason at all.. I am moving next month and need new furniture and I won't dare buy anything ever from Ashley's ever again.

I purchased a day bed for my daughter and it was delivered in February 2020. The headboard is chipping/flaking/cracking and according to the first person I spoke with because of COVID 19 they were not sending people out to repair so she suggested I call back. I called back today and now I am being told that it is not covered under the year warranty and that even though it is cracking/flaking/chipping only after 2 months of having the bed there is nothing they can do. I have purchased a lot of furniture from Ashley Furniture and this is the poorest quality of merchandise and service I have ever received.

I ordered a sectional from Ashley Homestore Online. I have been trying for 2 weeks to make changes to my delivery. When I call them I am put on hold. No one ever answers and then it hangs up. I have tried to email and I get a response back that the email address is undeliverable. I go to chat and it stops part way with no results. I have tried to cancel my order because the communication is nothing with them and I am unable to cancel. Buyer Beware.

If I could give negative stars I would have done it definitely. The worst furniture I’ve ever had. The quality is very poor, the wood сan be teared off very easily as well as not durable paint. Especially if you have little kids or pets in your house it can be serious safety hazard for you. I paid for this set over 2k 8 months ago and totally disappointed. Moreover, even planning to donate by the end of the year as my baby's safety is priceless for me. The part that I called customer service and they could do nothing really frustrating. I will never come back to Ashley furniture store either recommend to my acquaintance.

Ordered a couch online, there is a hole in the side of my couch. Can’t get a hold of anyone at Ashley. I’m very disappointed.. I will not recommend or be shopping at Ashley anymore. Spent way too much for my couch to look like junk.

I rank this location a 1-star because I can't find a negative star anywhere. I neither appreciated the high pressure sales tactics to buy nor ANY kind of price transparency so I knew the price wasn't just pulled from thin air. If I did not need to immediately replace my current recliner, I would have bought one elsewhere. I will NEVER shop at the Manassas VA location again.

I have been a fan of Ashley Furniture for many years. Most recently, I ordered 4 chairs for my dining room table. Promised in 1 week, ready for store pickup a month later. Ordered several small pieces a few days ago, promised delivery Friday 05/29. Received call to confirm time yesterday. Now they call today and 90% of the order is "delayed". Projected date, one week from tomorrow. Sounds like the same song I heard before. 1 week will be 2 weeks then 3 and on and on. Very disappointing.

I ordered a sectional on May 16, 2020 that was suppose to be delivered on May 27, 2020. I received a call the day before (May 26) my delivery was expected, the rep name Lisa informed me that my merchandise was "out of stock" currently and won't be available for delivery until 6/23/20. If it was out of stock, why the hell was I able to purchase it online? Usually, when a merchandise is "out of stock" it states that it is online which was NOT the case. Lisa informed me that she can ship out the chaise piece of the sectional on 6/2/20 and the rest of the sectional on 6/23/20... What sense does that make? to provide me an option to receive half of my sectional?

I wish I could share the unboxing video in this review. Ordered a $1000 desk never received a straight answer on delivery date. Finally received it today. Looks like it could have been picked up off side of road as if someone was trying to get rid of it for free. Except those desks are actually put together and likely not as damaged as this. Rising desk that was not manufactured correctly. Packaging was awful but due to the poor build the dovetail drawer box was in pieces that were falling apart. The desk had ripped corners, no drawer front earlier so a one less sided drawer box. Nothing screams money like particleboard that turns to particle on its way to you. Every corner was dinged and looked like it had received water damage and was poorly patched before shipping out.

I ordered a desk from Ashley, it was an L lift-top desk with a return. I was charged in April. The return, which only works if attached to the desk, was delivered in late April. The desk was received on May 26, 2020. The desk appears to have been dropped from the top of the building. Multiple cracks and dings. The drawer was completely in pieces. The lift-top was so bent it was non-functional. Ashley will not respond to calls or emails. I highly discourage all consumers from patronizing Ashley Homestores. I will never show there again.

Bought what I thought was a nice living room set. Haha what a joke not even 2 years old and the love seat is broken. Won't come fix it so now I have to spend more $$$ I don't have to buy a new set. Grant you it won't be Ashley.

On May 4,2020 I purchased the whitesburg dinning room set. I paid in full. The next day I was charged an additional $255. A few days later I was credited the the original amount. I received an email stating my chairs were shipped. When they arrived one was damaged. Took two days to finally get in contact with customer service. I received the the replacement chair with no problems. Since May 10th, Ashley keeps taking money out of my account and then crediting it back almost daily for 15 days now. I called customer service and was told I authorized the payment process when I bought the furniture. I didn’t authorize money to come out of my account daily! On May 11th I received an email saying my order was modified-the table dropped in price. I have not received another email since. No explanation on why the money keeps coming and going from my account and where the rest of our furniture is.

My boyfriend and I just moved and we actually ordered a few pieces of furniture from Ashley before moving so we could coordinate the furniture delivery with our move in date. Wonderful experience! No issues at all everything in great condition. In fact, we wound up referring two of our friends to try Ashley after we had such a nice experience with them.

I ordered a desk and understood the delays due to COVID, but when I go to my account, the order isn't showing, when I click the one email I got it goes to a bad link. I have messaged and it bounces back, or they will contact me- still waiting. Funny it the charge hit my credit card fast. I want to cancel the order, but can't get anyone and want my money back. I don't want to deal with the product arriving and needing to return it.

Don't waste your time with this store. Once they take your money they don't care about you. Furniture came in damaged, 3w waiting for a tech. He may or may not fix it that day. If he needs parts gotta wait for that (which with this damage, he'll need parts) so I don't expect my furniture to be ready til 5 to 6 weeks. I say this cause this is what happened last time with my dining set. I was patient last time, I am upset this time. I spent $5k on this furniture store and still have more to buy but this store will never get a red cent from me again.

The bonded leather did not last at all. As well the seat and back cushion required re-stuffing 6 months in. After the sale, the service was irrational at best. I did not get any repair or refund from the company. I would not recommend.

The movers dragged the furniture on the floor and and couple of the stairs in front of my house and damaged the items. I called customer service and did a video chat and they didn't try to make it up to me at all. They do not replace the items, just repairs, and it takes ages so I have to have a damaged piece in my house where I don't even have a space to store it. I already waited weeks for them to arrive. THEY DO NOT CARE. I'm very patient and this is not my worst shopping experience but the fact that they hung up on me twice when I'm just asking for a new item when what I paid for is a new item, forced me to write my first review ever. Won't buy from them ever again.

Paid over $700 for a foyer/entertainment table. Told the time and day to pick it up. It wasn’t even assembled and it was very heavy! So I guess your bedroom and living room sets have to be assembled too.

Do not buy from them!! Beware buyers! You will be waiting for weeks and your order will NEVER ship. They do not respond messages, phone calls or emails. It is by far the worst store I have shopped from. I will file a complaint with my credit card company so I can finally cancel this order that has been a complete nightmare!

I understand that times are difficult now. But, there is no reason for lack of customer service. If your customers are on hold for multiple hours a day just to someone you should hire more people. People are looking for jobs now. I have held for multiple hours for 3 days straight. Left messages and nothing. I did chat with someone online and they told me they had canceled my order. WHY did I receive part of the order yesterday? I have 72 hours to speak with someone about returning the piece that was supposed to be canceled and I can’t get anyone on the phone. Now I can’t get anyone in the Chat room either. Someone please explain how no-one can take a call. The money has been charged to my cc. But no responds to a call or the Online Chat. Which I have been in the queue since 6:29am and it is now 1:50pm and no response.

Ashley Furniture has some beautiful furniture. Don't get me wrong but the value sucks. We purchased a Living Room set and bedroom set and it didn't even last and I bought a 5 year warranty and they won't stand behind it. My section is broken and they will not stand behind it, my ottoman is broken and they will not stand behind it, my bed, they made 4 different trips out there to put it together and didn't have the right hardware until the last time. After it was all put together I noticed the bolts was stripped out of the wood and when I called them to tell me about it they just sent me new hardware and told me to fix it. Stay away from this place and spend your money somewhere else....TRUST ME!!!

I ordered a sofa and 2 recliners on 4/20/20 and delivery was attempted on 5/1/20. A doorway of 32" was required for delivery which it was plus a little more. Upon arrival the 3 delivery men could not get the couch through the doorway. Not because it wouldn't fit because they had no idea what they were doing. All they had to do was put it in top first and lift up. Did they do that. No!

We bought mattresses from the Springfield mo store on 4/30/20, was told we could pick up mattresses by the salesman 4/6/20 the rest would be here 4/13/20. Did not happen picked up most of it 4/13/20 was told headboard wouldn’t be here till 4/19/20. Didn’t happen was told it was in and could be picked up 4/19/20 wasted my time and gas to pick up only to find out it wasn’t here and wouldn’t be here till 4/22/20. All I could get out of the home office was a bunch of I’m sorry. Well I’m too am sorry I ever stepped foot in Ashley furniture. If you want a run around and to be lied to then Ashley furniture is the place to go. By the way they were real quick to take our check to the bank.

I shopped around online for a desk and settled on one that I found at Ashley Homestore's website. While it was a bit difficult to place the online order, I finally succeeded and received my email confirmation with a shipping date of May 15th. By May 19th, I had not received any shipping updates on my order and reached out to Ashley via their chat feature on the website. It took 15 minutes to get to chat with someone, and then I was told my order wouldn't ship until June 15th. I said that I wanted to escalate my concern, and was directed to call a phone number. I asked for a survey of my interaction with the agent and was immediately disconnected. I called the phone number and waited on hold. Their messaging stated that you could leave a message and someone will contact you within 72 hours or you can remain on hold - with the understanding that if you wait on hold more than 15 minutes, you will be forced to leave a message. I decided to wait.

Updated Review on 06/08/2020: I've sent my product back to Ashley Furniture because it was the wrong item, and it was used. It's been since the beginning of May 2020, and I have yet to receive my refund or a call back from Ashley furniture. VERY DISAPPOINTED. Please beware. Bad Bad Bad Deals!!

I ordered two chairs online on April 30th. Before they shipped, I decided that I did not want them. However, I could never get anyone to answer the phone in order to cancel my order. When I received updates about the product shipping very late, I replied with email trying to cancel the order. The order was delivered on May 15th. I have been online and on the phone trying to speak to someone. All I need is the return address, so I can ship the items back so I can get a refund. I tried taking the items to the Ashley store, but they stated that they could not accept them. I have been on the phone forever. On each call they state that you will be directed to voice mail after a 15 minute wait. However, the phone disconnects instead. The same thing happens on the online chat, the person never picks up. Can someone please give me the address to return the items and any return documents needed.

I loved the bedroom set I purchased, when I saw it online. The first end table delivered was in great shape. The second one delivered had a broken track so drawer was not working. The particleboard is crumbling. The dresser Was delivered and put together. Two of the drawers don't close due to screws sticking out on track. I am surprised the builders didn’t catch it. It’s pretty obvious. I bought furniture June 2019. It’s too much work to return this furniture so I will call junk people and start over and look outside this company.

I ordered a sectional couch due to be delivered one week ago, 5/13/20. On the day it was scheduled to be delivered, a rep called and said it was damaged so no couch was delivered. Today, 5/18/20, the charge posted for the cost of the couch. We have no couch and one is not on the way. The online chat system tells us to call, the phone line tells you to leave a voicemail, and NO ONE calls you back. This endless loop is a scam! They can't deliver the product but want to take my money THEN they make it impossible to reach a customer service rep. SUPER SKETCHY!

My order # was **. I received a broken chest of drawers. NO ONE HAS CALLED ME! Not even once have I been able to speak to someone in over a month. I got a notification (an automated call) that someone was coming to my house the next day without even discussing with me. I had to take the day off just to have someone come and tell me that yes it was broken and needed to be replaced. I HAVENT HEARD FROM ANYONE!!! I'm beyond frustrated. If I wanted to buy something, they would take my money in a heartbeat but now I’ve had a broken piece of furniture for almost 5 weeks with absolutely no contact from anyone. This is the worst service I have ever received. Pandemic or not, this is terrible customer service. Why are they selling anything at all if they cannot support those sales at all!?

I ordered a queen bedroom set and one of the items came damaged so I am trying to return the whole set. I contacted Ashley to set up a return for them to come pick up the items. Left numerous voicemails and have talked to numerous customer care reps that keep passing me around like a torch. I was on the phone for 2 hours at one point before my call was dropped. It has now been 2 weeks with no callbacks. I ended up having to call my credit card company to dispute both charges and to have them take care of it for me. This has literally been the worst experience I have ever encountered with any retailer. I understand they are short staffed but this cannot happen. These are turbulent times, especially for retail, so Ashley should be doing everything possible to keep customers long term....They lost one here..

I placed an order for 2 living room sets, 2 kids' beds with new box springs and mattress and 2 sets of end tables for the living room furniture, on April 16th, 2020. I received an email on April 30th, 2020 stating my furniture would be delivered on May 16th, 2020. After waiting around all morning for a call on the 16th, I called the local store, only to be told they did not have my order and that they had me scheduled for delivery on the 22nd of May. I now will have to take a day off of work because of this piss-poor company, I have no furniture in my house as we have thrown all the old stuff away already preparing for the delivery date on the email, and my kids are sleeping on the floor since they don’t have their bedding! I will never again buy from this rip off of a company!

Online order scam. This company doesn't have respect for we customers. I order online a mattress and after wait, a long time for delivery I called and they said "we don't have it". They return my money after few days. I guess they use our money to gamble at stock market.

Disappointing, No help for bad manufacturing. I purchased a sectional with the extended warranty a year ago. The framework has been a problem since I have had it. One month from purchase someone came to repair it. After 6 months, I had the same issue. Again, I find myself with the same issue. This time I was told my warranty is out and I must contact the extended warranty company. They informed me they are not responsible because the problem already existed. Now I am pretty much screwed. The frame will completely break in a sofa sectional that I paid a lot of money for Only to replace in less than 2 years. Poor poor customer service.

I ordered a three piece living room set from Ashley Furniture. They collected & processed my full payment. One day before delivery, they called to say one item of three, is back-ordered. No one told me before this, that any part of my order was not available. They still have 100% of my money. I’ve already gotten rid of my old furniture to make room for the new, so I’m stuck waiting for a backorder. If they had given me any warning, as they well know, I would have canceled this order & shopped elsewhere. I believe it was wrong of them to take my money, knowing an item was unavailable.

We purchased a bedroom set online from Ashley Furniture. They just dropped the items off in boxes and disappeared. When we opened the boxes we found that the dresser had a scrape and the hardware to install the mirror was missing. We've called and emailed several times to get this fixed, but they don't respond. After 45 minutes waiting to talk to a human on their customer support line, I was transferred to another queue and then told there was technical difficulty and then they hung up on me. I called again and left a message that they said they would respond to within 48 hours. I have not gotten a call back after 6 days. I will never buy anything from them again. This is the worst customer service I've ever had with any merchant.

Waited hours for customer service, only to be told they would call back between 48 - 72 hrs, never happened. Customer service rep finally said, "I’ll have to transfer you to a supervisor" only to have the phone call terminated.. Had a delivery date scheduled and no one showed up for delivery or bothered to call.. BEWARE, do not do business with this company if you have little patience..

This has been the WORST experience of our life. It has been a 5 week ordeal that has still not been resolved. Promised deliveries that never came through, promised returned calls that didn't happen, over 12 hours on the phone and still no resolution. I will NEVER recommend Ashley to anyone! We ordered a couch, love seat, bed, nightstands and dressers for our new house. The couch and love seat were fine minus the unprofessional delivery drivers.

I placed an order for a bed. The bed was listed for 549.00 and I applied for financing. The financing company wouldn't give me the account number so I had to wait until the card came in. Ashley jumped the price to 1100.00 for the bed in the meantime. I had photos of the lower price for price matching but couldn't get thru to Ashley. Once I finally got thru the agents did everything to dismiss me and get me off the phone as if I was bothering them. The order was placed with the higher price hoping that I would be called by a "higher up manager" who would adjust the price as I was told within the 24 to 48 hours as promised. No calls. I was in hold for 45 min to an hour each time for over 12 calls that all ended in being disconnected. I finally reached an agent on the online chat during this time. I asked that they cancel the order (after 8 days of trying to call and no luck) and the online chat agent canceled the order.

We ordered a new love-seat and couch. They were brand new. They were delivered to the house-the delivery people were outstanding. We took the plastic off the furniture very carefully and made sure there weren't any cut marks next to the furniture. My wife looked at the stitching right away to make sure it was good on the cushions. Very shoddy quality on the stitching. There was a hole in one of the cushions. If you spend time and money to get something brand new, you don't expect that to happen. She has spent 2 days trying to contact their home store, and not surprisingly, has heard nothing. Last time ever purchasing anything there.

I purchased a loveseat online that looked like a different color of than online and I am trying to return it. Literally, about 5 hours of trying to get through, and the “someone will get back in 24-72 hours” is total nonsense, because no one has.

1 1/2 year old couch that was $2200, the color of the leather is coming off on the armrest. Customer service just say sorry but the warranty is only one year and I got told I was 1 customer so I'm not that important, big deal if you never buy from us again. Like really, screw you guys.

I have over $5,000 of furniture I purchased over a month ago and only received the items shipped by UPS. I have spent numerous hours 3-4 days a week for the past 5 weeks only to be on hold for 4,5,6 hours a day before I finally give up. I not only can't get a deliver status on the items being delivered from their warehouse, when I get someone they transfer me to someone else and I get put on hold again. Just today I have spoke to 4 people, put on hold 4 times within 5 hours and no one can help me with my delivery status. I ordered this furniture for my daughter as a gift, she's been sitting in an empty apartment for a month now because of Ashley's bad service. I can't even reach someone to cancel my orders.

I recently made a purchase online from Ashley Furniture on 4/20,2020, had problems because I ordered the wrong item, then I ordered the correct item, returned the original order, now its May 11, 2020 and I'm still trying to get my account credited for the original purchase. Customer service is HORRIBLE, I have been on hold several times well over 40 minutes each time, currently on hold now while I write this review, I really regret buying from Ashley Furniture. I will not be buying in the future nor will I give a good review.

I purchased a couch on March 13th and was promised an April 8th 2020, at home delivery service that I paid $150 for. Two days before my delivery date they said it would be delayed until May 1st. Then two days before that delivery date they said they only had half of my couch, and the second half won't be there till May 12th. I had nothing to sit on for over a month at this point so I asked them to deliver half of the couch.

I purchased a livingroom set from Ashley 2019. It is supposed to be 100% leather. Seven months out I noticed how bad the sofa was fading and peeling. Keep in mind I hardly have company at my home. In my home it's only me and my husband. No kids. I contacted Ashley through email before a year was up. They contacted me and told me they couldn't do anything about it. This loveseat looks like I brought it a year before my sofa and I got them at the same time. I sent them pictures and all. I will never buy ANYTHING ELSE THAT HAS ASHLEY IN FRONT OF IT.

I ordered an oversized recliner so I could sit together with my wife of 25 years when watching TV at night. I ordered it in time to receive it for Mother's Day. The day of delivery (1 day before Mother's Day) they called and left a message to say it was damaged and they, wouldn't be delivering it. They said a replacement would be ordered and delivered by the end of the following week. I called to see what the damage was and asked if I could have it delivered while I wait for the replacement. They couldn't tell me what was wrong, said only a manager could make a decision on my request, and they wouldn't be in until a few days later on Tuesday.

My first experience with this company is dreadful. Their products are great. Their agents offer excellent customer service at the time of purchase, but once the payment is made, it is a totally different story. I purchased a few products online and contrary to what was advertised re the delivery dates, it took them almost two weeks to do the delivery consisting of furniture for my unit. I therefore had to extend my rent at another unit in the meantime. On the day of delivery, I was left stunned when the two delivery guys decided to remove the products from their truck and leave them outside - some in the elevator of my condo, and the rest outside. The guys informed me that they could not deliver the products in my condo unit because of their company's policy on Covid-19. But they then informed me that if I offered the right price to cater for their health, they could consider to put it inside.

#terriblecustomerservice #AshleyHomeStore #AshleyFurniture #furniture #poorquality

This product review is for an items sold by Ashley Home-store, luxury adaptable King and Queen size mattresses. It was purchased last June from an Ashley store in New York, however, the items were delivered to my address in Florida upon relocating in December 2019. About two weeks after I started experiencing back pain when I wake in the mornings, I immediately contacted Ashley and the customer care representative told me I must wait thirty (30) days before a complain can be made, I got no redress, I made several calls to Ashley store after this, I got no assistance nor advice on how to resolve this problem.

Mattress is quite comfortable. I was happy with purchase. It was memory foam. Not too soft nor too firm. Customer service was also impressive. Delivery options are feasible. The mattress is 5 months old.

Updated on 10/15/2020: We purchased a complete set of leather reclining sofa, loveseat as well as two chairs and table in February 2020. We have had nothing but problems with the furniture since we have bought it. When we tried contacting the store they put us on hold and never picked up the phone again. We have constantly called their service department but got so little help it's ridiculous. The reclining motor has quit working on the loveseat on 3 months ago and still have not received a replacement motor. We get excuses after excuses. It was lost in the mail, forgot to order it. Unsure where the second motor went. We are so frustrated with this company. Don't waste your time nor money!! Buy from a company who is willing to give customers service, not excuses!!! I would give them less than a 1 star if possible.

We weren’t told we could not return mattress after it was delivered until after we had set up account and signing paperwork. Never before have we purchased a mattress that could not be returned within certain amount of time. Mattress is terrible.

Ordered a dining set from this place. Call first to make sure it's a set and comes with the chairs. Was guaranteed that it was a complete set. So placed the order and had a note out in to call when the delivery person arrived as we live in an apartment building. Well the day it arrives we receive no call and had a neighbor tell us we had a box out front on the sidewalk for anyone in the city to steal. Never got a call. Then carry the box upstairs to find no chairs just a table and now the online ad has changed to just say table. Called them and are being told we have to wait 72 hours for someone to call us back. Big problem as now our family has nowhere to eat since we sold our previous set this morning. Worst service ever.

I am writing this because customers such as myself cannot speak with a representative on anything account related for at least "48 to 72 hours" while my case gets to someone that can investigate my questions. So I call Ashley to obtain a status on a headboard for my bedset I purchased. The customer service line goes to someone that has no access to an Ashley database, so all this person can do is relay my information for them to investigate. I was advised this could take 2 to 3 days. Maybe it wouldn't take 2 to 3 days if they weren't handling calls in this manner! How are they going to sift through thousands of calls this way without wasting their time on hundreds or thousands of calls that may be resolved within 2 to 3 days. I go to the website and I can find no order information because it appears as if there might be an issue with their database?

This is the biggest joke of a company you will ever come across. Don’t worry cause when you schedule a delivery on your available time, they’ll switch the date on you the day before it comes and tell you to wait another month because they don’t know how to do their jobs. Never again will money money be spent here and neither should yours. Furniture is cheap and plastic and when I received my night stands BOTH OF THEM WERE CHIPPED!!! BIGGEST JOKE OF A COMPANY.

On April 29th I was online looking for bedroom furniture and from the pictures on the Jorstad King Bedroom Set it looked really nice. I tried contacting a local store in Wesley Chapel, so I could order direct from the store instead of online and pay for furniture delivery. However, I was put on eternal hold and never could get a salesperson on the phone. So I was willing to try to order online. Biggest mistake of my life! So before clicking the submit button to order I saw the entire order was going to ship UPS.

We purchased an office chair online. The chair arrived defective so we tried to contact Ashley Furniture to arrange a refund and return. That was (2) weeks ago. We sent 3 emails (unanswered) and called (8) times - wait time between 15 and 30 minutes - before giving up. Only once did we get an option to leave a callback number so we would not lose our place in line. About 4 or 4-1/2 hours later a representative called to find out the reason for our call so they could assign someone to assist us from the right department. She took down our information and said someone would call back. That was a week ago. We have now decided to work through our back to get our money back. If you decide to order online - hope that nothing goes wrong.

I'm reaching out to Ashley home store online- I was just made aware that the furniture that I ordered back on April 8, 2020. Will NOT BE DELIVERED on the dd I received on Wednesday, May 6, 2020- until May 30th! I really don't understand. If the product wasn't in stock then it should have stated it online. Not 2 days prior to delivery. (FYI- I had to call Ashley to get this information). I must say I'm very dissatisfied with the level of service I've received thus far. I'm on hold now for over 45 minutes, my second time btw. Waiting to request a refund for my money. This is no way to run a business!

NO STARS. You would need a service to review and all I have dealt with is the hold message. I have been trying to reach a customer service rep since Friday. I have emailed, texted and called. I have held on the phone for over a hour and still have had ZERO response. I can't get help in any shape or form.

The Mattress now sags in the middle after about 6 years. The Mattress was firm now soft, not that comfortable. The Mattress edges are still firm. The warranty does not recommend flipping the mattress.

I've never had such a bad experience with customer service. We got the package and it arrived in fine condition but it was completely different stools from what we ordered. That day we tried calling Ashley online customer service. After an hour on hold they said someone would call within 48 hours. No one has and it’s been 72 hours since. I sat on the online chat for 2 HOURS and no one got on to help.

Customer service Is basically non-existent. I've been on hold for 2 hours with both chat and telephone. It’s not the first time I’ve been on hold this long with them. In a nutshell. Don’t buy from them.

I bought a living room last summer, one of the legs has been broken after one month of buying, maybe before because I keep hearing a voice from the bottom when we set. I keep calling customer services with no answer, when I visit the store at Katy Fwy they said, "You have to call customer services." One of 20 calls after they answered me, a girl said, "We will follow and contact you back," until now no one get back for me.

I saved $10,000 to buy new furniture (cash), I literally sat in every leather sofa Lethbridge has in stock. My decision took weeks!! I narrowed my search and chose your product. I made my purchase of a couch, love seat, and chair on March 6th 2020. And then the news that I would have to wait over a month (April 28th) to get my furniture was revealed. I was upset that this wasn’t disclosed before I gave you my money but nevertheless I walked out feeling excited!! I received a phone call asking me if I would be okay if instead of the 28th of April for a delivery would I be able to have my furniture delivered on the 29th of April instead apparently due to the COVID-19? "Yes", I said... "I understand" I said!!! "See you on the 29th"!!! So on the 28th I had a crew over to move out all of my old furniture in anticipation of my new furniture the next day. So the 29th of April is here and I woke up excited for our new furniture.

My wife and I have been casually shopping for a new dining room table for several months now. We went to our local Ashley Furniture and had a great experience with friendly staff. They weren't overbearing, and genuinely seemed interested in helping us find a good product at a good deal. We didn't end up buying anything there, but knew we found the table we've been seeking. The sales member at our local store took down our information to invite us for a sales event, and we went home happy.

I am doing a rent to own from Lebakkens. The staff is great. A little high on the prices but it's nice that I was able to do payments. No credit check needed. However there is a downside to that and that's it doesn't improve your credit.

I bought a set of leather electric recliners, They advertise this couches as leather made but in reality they arent leather at all. I paid about $3,000 for the set and a month later they started to peel off. Before this couches I had another set of leather couches from the furniture store called Dearden's and they lasted me about 10 Years until my puppy ripped them but they never peeled off like this new ones I bought from Ashley. Ashley Furniture is a scam. They don't sell real leather.

Delivery was awful. The company offered to deliver one piece at the time because they oversold the mattress and it took over 5 months to receive the mattress, and on top of that if I decided to cancel the order they were going to charge me a 20% restocking fee.

I am very satisfied with the mattress itself. I decided I wanted to add a bit of height so ended up buying a memory foam mattress topper and it works really well with my mattress. My only issues with the mattress came with the delivery process. They originally delivered the wrong mattress, then said they couldn't pick it up and I should just donate it. So a huge king mattress sat in my tiny apartment for a week before someone could come pick it up to donate it. Finally the correct mattress arrived after about 2 weeks of waiting in total.

I ordered a sofa online from Ashley Furniture. It was supposed to be delivered in about 2 weeks. The delivery guy arrived with the sofa and wanted to leave it on the street (I paid for in home delivery). When I went downstairs to open the door, he was about 12 inches away from me and was talking on my face. I requested him to maintain the distance and he mocked and laughed at me. Still I did not say anything. Later he brought the couch from the truck unpacked and was sweeping the floor with me by dragging and leaving it on the floor. I told him that this is not hygienic and he said he does not work from AshleyFurniture but for the warehouse. When I said it does not matter, he got pissed and left with the couch. I complained to the warehouse and they said they would deal with him and would re-deliver a new sofa (on my request) within 3-4 days.

Ashley Furniture Stores offers insurance on your purchased furniture from GBA Enterprises, and GBS refuses to fix damage that was of no fault of the owner. I have requested two things to be fixed, and they immediately denied the claims after reviewing 2 pictures of the damage, and stating that the damage was not covered in the policy. However, the brochure that Ashley Furniture provided when they sold us the policy, clearly states that the damage is covered for both pieces of furniture. This is a fraud, and they will look for any reason to deny your claim. Don't buy from Ashley or GBS because they are in bed together to make money and scam the customer. My furniture is less than 4 years old, and should not be falling apart like this.

My wife purchased end tables from Ashley's, when we opened the boxes after picking them up one was busted in the side, on the other the drawer does not line up square with the front of table. There is also a scratch on the second table. When I called the store the representative assured me that I would have a return call within 3 hours from the warehouse, no call of course. When I called the next day the representative told me that it would be 3 weeks before they would have an order for 2 more tables. I offered to return them for a refund to buy them somewhere else, that is the first that we had heard that they have a no return policy. DON'T BUY FROM ASHLEY.

Placed an online order. Spent 5 days and over 58 attempts each day with disconnects or "I can't help you" responses, online chats that end up with no response and emails that get ignored. Now I finally got a human being and they tell me to go to UPS and pay for my return. I CAN'T EVEN RETURN TO A PHYSICAL store. A complete nightmare. Will never buy from Ashley again!

My in store experience was good. Very professional and experienced sales folks. My delivery and customer support after was not so good. After the delivery guys damaged my doorway and wall trying to force the furniture in they attempted to leave without telling us. We noticed the damage and filed a claim immediately, the delivery guys were still there. We were told someone would contact us within 48 hours but no one did. After calling they told me a claim was not filed and none could be filed because we had signed the acceptance form upon delivery. We signed the form before we noticed the damage and we did not think to ask for the form back. But when we called they said the claim was filled so we thought we were good.

I purchased a 12" mattress from Ashley online, and what I received is not as it was described. After nearly a week of decompression, the mattress measures about nine inches. I understand that Covid-19 has affected the way we shop, but I cannot get anyone to respond by phone, messenger, or email. So now, I have this sad, flaccid mattress that is already sagging and isn't fit to be a dog bed with no way to get it back to Ashley. I cannot replace it until I can get rid of it because I simply do not have the space to store a king size mattress. I have received twenty marketing emails since receiving the mattress, but there is no recourse if something is defective or just obviously different than what was promised, so avoid purchasing from Ashley until they can work something out. I will be reviewing this purchase on every site I can because it may be my only means of recourse.

Hello, I would just like to say. Please beware of their promo codes for they do not work on almost every item. They must have back of the house stuff only for the promo codes. I was given a promo code to be used on my first online order. Well of course it could not be applied to anything in my cart. Now mind you I had over $1000 worth of stuff and not 1 item was valid for the promo code. It should not have mattered what I had in my cart. It was my first online order so therefore I should have been able to use it. And the April 15 code does not work either. And their customer service dept. Well no help there either. Also they say free statewide shipping/delivery! Well that's not true either. So buyer beware. Not so happy in Ohio.

Unacceptably slow to deliver, even before the Covid-19 virus. I purchased furniture in March 2020, and was told it would be about a month before I could get my furniture delivered. Also, I paid in full. However, was told that deliveries will be held up due to the shut down/virus. Yet, I found other furniture stores willing to deliver from online purchases, during the shutdown. I can't even talk to a representative at the home store located in Brooklyn OH; just a recording is available. They take your money but don't expedite customers deliveries. They have the nerve to advertise to the fullest extent. I really want my money back asap. I'm totally dissatisfied! R.P.

Worst furniture buying service we have EVER gone through! We purchased a whole house full of furniture online from Ashley to be delivered to a new home we bought 1700 away. We picked Ashley because they have locations in Arizona and we could look at the furniture here in Illinois before we ordered. We placed the order early March, however we instructed them not to deliver until we are there so we confirmed the date. Well...a week or so later we saw a tracking from UPS that said boxes were being shipped to the address. WE called and they said, "Yes some items are sent that way." Of course no one mentioned that. No one is at the address so it was sent back. This happened twice!

My husband and I were looking for a new couch and we decided to stop in at Ashley. Our in-store experience was great but after we left is when the problems started. First of all, when we received a call 2 days before the delivery, we were told we'd get all the product we ordered minus one piece. However on the day of the delivery, we only received half of what we were told and that half didn't include a couch. (Sidenote: we were told to move our furniture before the delivery crew came so we decided to throw out our couch.) The truck drivers said they didn't know anything about the shortage and we were told we would receive a call when the rest of the product was being delivered.

Don't buy from Ashley home stores. They don't stand behind their furniture. Their repair plans are worthless. Was denied claim because tech wrote the wrong problem and now they wont fix my sofa. I have a cushion that is drooping below the frame and unfortunately since I moved into this house over the last year, I was unable to call and schedule service in a timely manner. So they refused to look at my sofa under warranty and forced me to use my repair plan. Even though the sofa was doing this since day 1. Keep in mind this call was place only 2 weeks past the warranty and because of the COVID 19 curfews, closures, and other issues, they still were unwilling to give me some leeway. Even though I explained all this to the customer service rep they still made me file a claim through the repair plan.

Updated on 04/04/2023: A few months after initial purchase, the couch started making a crackling noise and felt like it was sinking. I was told to rotate cushions and unzip covers so the cushions could breathe every day. Silly! Shortly thereafter, the couch snapped. It took months of calls, e-mails, and a letter to BBB to get any type of resolution. They said I had to take a replacement couch. I could not get a refund. The replacement couch also broke in the exact spot. By this time, we were out of 1 year warranty and would have had to pay to get it fixed. In the meantime the loveseat was falling apart too. The customer service was the worst that I have ever experienced. When I told the service rep that the furniture was poor quality. She said furniture doesn’t last forever. I said it should last longer than a few months.

I purchased a bed online for my daughter and about a week later I received the headband and footboard but not the siderails. Then a week and half later the siderails arrived but was missing ALL the hardware! I called multiple times and was on hold 2 times for over mins, 2 other times for 25 and 29 mins and I'm sure it would have been longer but the automatic system hung up on me twice. Then I did get someone to answer and it was 6 mins till 7pm, which is the time they close and the lady told me, they were already closed even though I waited for over an hour that time and it was still 6 minutes til 7pm!!!! I tried the "message us" online app... nothing! I tried emails, (5 times) ...nothing, I tried phone calls 13 times... nothing!!! What is wrong with this company! I don't actually think they have anyone answering their phones, I think it's all a scam.

Boycott this place, everyone please. I bought around $2500 worth of furniture after I had picked out a bedroom set of my liking. I made it clear to the managers that if anything was defective that I wanted it returned. Of course, they told me there is no problem returning stuff if there is any issues.

Please, please please believe the bad reviews. I wish I would have. I purchased an Ashley's mattress in January. It was deemed defective by an Ashley's tech. They delivered a new mattress. It was then deemed defective by an Ashley's tech. Instead of keep having Ashley's deliver defective mattresses, I asked for my money back. They said my only option is to keep getting mattresses delivered until one is right. I can't believe they can produce such crap and then force people to keep it. Even their own techs are saying these mattresses are defective!!!

I am writing this Review regards to the horrible service and experience I have received today 7th, April, 2020. I tried to make a purchase on Ashley Furniture’s website that did not go through on their end and made a pending transaction on Synchrony’s end. I called Synchrony at 1707pm and was told by the customer service member to reach out to Ashley Furniture to let them know what happened. I reached out and called Ashley furniture at 1715pm to let them know and was on hold for fifty minutes and the lady I spoke with placed me on hold without even telling me she was going to and said to try the purchase again when the funds are back in my account.

So I have placed an order online almost 2 weeks ago-I cannot log into my account online but I can from my iPhone only. I also have now 2 orders of the same item in my order history, and unsure if my Ashley Furniture card has even been charged. I have tried to reach out to chat, phone, and even email if or the past week with no luck. I am not sure what else to do. Has anyone else had this experience?

Salesman Jeff was no help at all! Did not discuss anything regarding cancellation fees, didn't confirm color (even when I tired), lead times, options, NOTHING! Took me 3 days, 4 phone numbers, and 6 different extensions to get a hold of someone and it was a completely useless "customer service" person named Jamie that although she stayed professional and corporate, was rude, would not waive the cancellation fee due to her coworkers mistakes, and just like any other massive company, had no regard or interest for what was going on.

My husband and I are empty nesters. We bought the Patola Park sectional thinking we would have it for years. Guess what! It started pilling within 5 months and we have had it for 8 months. Only one of us sits in it as we have a La-Z-Boy recliner that looks like new at 6 years of age. My whole house is Ashley except for my couch in the sunroom which is from Slumberland that I am usually sitting on that looks like brand new. Ashley does not cover pilling of their fabric even if it is less than 6 months old! Can you imagine if you had little ones! This couch is probably mainly sold to families and I am telling you or WILL NOT stand the test of time:(

Three years after I purchased a Dura-Blend couch and 2 recliner chairs I contacted the warranty company that I purchased separately. They refused to honor the warranty because they claimed it was a manufacturer defect. I called Ashley Corporate Offices and they sent out a Furniture Repair Adjuster who was in my home for 2.5 hours taking pictures and writing up reports. He called the problem into the Corporate Dispatch office telling them about the cracking, peeling and seams splitting on all pieces of the furniture. He even stated that the material is very cheaply made.

My name is ANGRY CUSTOMER and at this moment I'm a very irate customer and this is my 5th day trying to connect with a live person about this matter. I placed an order or should I say that I purchased furniture on March 7, 2020 at the Ashley's store in Flowood, MS. I was told that my future would be ready for pickup March 28, 2020 and I have yet to receive it.

Ashley Furniture AS A BUSINESS DOES NOT EVEN DESERVE ONE STAR! They took almost THREE GRAND out of my account for a bed set I should have only paid $1,100 for. Their customer service line is so rude, they didn't help me whatsoever and didn't even try to make it right. I have had to call them SEVENTEEN times because they just keep taking money out of my account. Apparently they take out the amount and they are supposed to refund you, then they take out a little bit each time one item ships which it does not say that not ANYWHERE, apparently it's in the terms in conditions (in tiny lettering of course).

I would advise staying away from Ashley Furniture. We spent thousands on new furniture and over a month later we're still trying to get something not defective. They've tried to bring our sectional 3 times now and it was broken every time. Our other items took multiple deliveries too. Really questioning the quality of their products.

Ashley Furniture in Spring, TX located just off I-45 is where we went shopping for our furniture. When we placed the order, we were told there would be three different delivery dates given the timeline pieces would be shipped, we said fine and set them up. When the first delivery came, it was an hour late and it did not include the pieces it was supposed to. They left us with half of a bed frame and half of a couch.

If I could give zero stars I would!! The quality of my $2,500 sectional is a joke. The way I have been treated both in store and over the phone is appalling!! Don’t waste your money on the warranty. It’s a pathetic ploy to appease people with no follow through. I wouldn’t even recommend this store to my worst enemy!! Beware!! Stay far away!!

Bad business all around! I paid in full for a platform bed on November 2nd of 2019. The delivery date was pushed back twice so that I had to reschedule my Saturday work commitments twice. After spending hours on the phone the bed was delivered beginning of February. Not two months later on March 24th the bed broke, the screws pulled out of the connecting plate on side rail; causing the top of the side rail to separate from the bottom. Once my husband and I took the bed apart it became obvious that the side rails were missing supports that were never installed when Ashley delivered and set up the bed. I will never purchase anything from this fraudulent company ever and plan to spread the word as much as possible to spare others from a similar ordeal.

This piece of furniture was great until just over one year the fabric started peeling apart. I purchased a warranty that the sales rep stated would cover any damage to the fabric. Our warranty claim is now being denied as they consider it normal wear and tear. I’ve never seen furniture do this, especially after one year. They claim they’ll check with the manufacturer but never update us nor do they think a response within 30 is appropriate. Every time I call they act annoyed and tell me to call back in a week. I feel scammed. I called corporate as I was working locally and corporate advised me to check the yellow pages so I could pay someone to fix it.

I am not happy their delivery team. The driver called at 1206 and I called back 1208 and didn't answer the phone. I called from two different. They still didn't answer. The manager in their department couldn't even get in touch with them so they say. I had a great experience in the store with the staff. My bed got delivered just fine with the same address they claim they couldn't find. I would never buy from them again. It's sad when one of department can change your mood about the overall service. I just want my money back now.

I bought a couch online and I was not happy with the delivery staff as well as customer service. Their return policy is a scam. The delivery men were rough with my couches and damaged it and I was not happy with my purchase. The couch did not fit appropriately in my living room. I had 72 hrs to call and get a refund. I called customer service and they gave me a hard time. They told me I was not going to get a refund and that I was responsible for the damage. I paid over 1,300 for this couch I was not happy with and damaged and they still refuse to refund me or accommodate me. I never write reviews but I had such a horrible experience. I am still waiting for them to determine if I qualify for a refund. I sent them pictures and still nothing. They told me it was a “he said she said” issue.

We ordered a sofa from the online store over a week ago. I called 2 nights ago making sure all was well, and was told to expect delivery today at 2:45. At 3:45 I called the CS Department and was told that we were 6th for delivery today and that they were on delivery 4. Then was told that we could call the distribution center direct which we did not because we had been waiting today for our new purchase.

It's the worst company to buy a mattress. The mattress I purchased is so uncomfortable, can't sleep on it and has been like 5 days. Won't take it back. Don't ever shop from them, rip off company. The staff are so rude. My money went to waste for no reason and I purchased the mattress to have good night sleep but instead I can't have that. Please don't shop at this store. Shop at Bob's furniture instead.

We purchased a 12" mattress and when we received it and unrolled it it only went to 9". This means we either got the wrong mattress or the 12" mattress is defective, at any rate upon contacting Ashley Furniture I was told that I could make arrangements to have their 9" incorrect mattress donated to a not for profit with a letter of donation which then they would send me a different mattress or they could give me $50 credit. As a consumer I feel I shouldn't have to be this inconvenience to order a mattress. I would like them to send me the proper mattress without my being inconvenienced at all. They have no regard that we should all be limiting our social interactions, to avoid exposure to this virus. I would never recommend anyone do business with Ashley furniture.

On August 31,2019 went to there store #117 on the west side of Cleveland. Ordered a bed for my grandson. Set up a delivery day; called the day before said the bed was damaged and would have to reschedule. I should of been called. I called 11-15-19; magic they set a delivery date of 11-22-19 (delivered with a broken side drawer). They said they would order the drawer. Had a bed with no side drawer. Called 1-3-20. Magic it shipped that day. They have poor customer service.

I purchased a living room set in April 2019 spending over $6000, when it was delivered it almost every piece was damaged. We tried to refuse the delivery, but the delivery drivers refused to take it back. They ensured someone would come out and fix the items. It is now March 2020 and the items still haven’t been fixed. They are scheduled to come out soon, but they are only agreeing to fix 2 items with materials the techs don’t believe even match. The couch that has a hole in the back of, they won’t do anything about. Their customer service team is very unhelpful and says the Delivery Drivers didn’t mention those pieces. (Mind you they were 18-20 yr old boys that didn’t care about their job or our furniture. They left all their trash in my driveway when they left.)

Bought a dresser. It was poor quality and broke after delivery. Customer service was rude and would not provide name. They called my request to return preferential even though the quality proved to be horrible and their product broke. When they deliver product to you it’s without packaging which makes it impossible to return since it is considered used after drop off. This company is HORRIBLE. Do not buy furniture from them. This is one company that deserves to go out of business.

We received what was clearly a defective unit. Once we contacted Ashley about it, they have done nothing but push us off, delay and evade. They have wasted our time and I am sad that we are so powerless. We bought a new recliner for my 87 year old father and he now has back problems when he never had any issues, due to us waiting and getting pushed off and treated like our claims to customer service were a joke - they even laughed at us on the phone. Truly sad about this and plan to go to litigation - they are crooks.

I recently purchased a new bedroom set for my son. Went to the closest store and spoke with them twice about the particular set I was wanting. Two weeks ago I placed the order, and confirmed over and over that the items would be available and delivered on the scheduled date. With only one item in question... Two days before scheduled delivery I received a separate phone call, email, and a text message confirming my delivery. All the confirmations asked me to confirm the scheduled day, which I did.

We ordered the full-size Drystan bed, headboard with shelves and lights, and the five drawer chest on February 12th in a store. The order could not be delivered until March 12th because of the headboard not being readily available. When the drivers delivered the furniture, they first broke one of the drawers. They were carrying the entire chest in with the drawers facing down and one hit the sidewalk and broke. I know am being told I have to wait 10 days for another one when this was their fault. The headboard is not the correct headboard as it does not have led lights, and I am being told I may get a call tomorrow, but if not, it will be sometime next week before I get a call. Thus there were issues with both things I ordered, and they are not trying to do anything to resolve it quickly.

We bought the furniture and at that time, store manager Mr ** was sure about everything and bragging himself about how great he is, once we paid, here comes the trouble.. we are not getting our patio furniture delivered for almost 2 months and still not certain. Same thing happened with our bedroom furniture, our guest were coming and we wanted to have it delivered asap as they promised the same, but first they send the wrong one and then, the bed was out of stock so finally we had to order different set altogether.

This has been a very disappointing experience. After buying the couch in the store, I found the couch listed for 60% less on their website. 60%!! I went into the store the next day to get the price fixed, and they said this happens all the time because they do not keep their prices updated in the store. DO NOT PURCHASE ANY FURNITURE IN THE STORE WITHOUT CHECKING THE ONLINE PRICE FIRST. Right away, this told me that they did not care about making sure their customers are getting the best deal. If I had not gone online that night to show someone photos, I would have overpaid by 60%.

I purchased a bedroom set summer 2018 and waited few weeks to have it delivered without the bed's headboard. They wanted to leave everything in boxes till the new headboard arrives, which I refused. Took several calls for someone to address the issues and when I got it finally the assembly was bad, the guy hit and scratched the walls and ceiling. I just wanted to be done so didn't do much about that.

I bought a love seat and a couch. They came partly filled with the fiber for the cushions then they had the gall to want to ship the back of a couch to my house and I refuse and they had the unmitigated gall to say that they can't service me. I paid an extra $200 for a contract to repair anything that's wrong with the furniture. They will not fix if I will not store this material in my house. This is unheard of and uncustomer like friendly service NOT!

I was mattress shopping and landed at Ashley’s. How lucky for me. I needed one asap. My Sales rep Ms. J. determined the type of mattress suited for my body and health needs via technology. I tried almost everyone there and went with what was recommended. There were none in stock there. Knowing how the supply chain works, Ms. J. was able to locate and have the mattress delivered the next day! Now, that’s service. It could have been a stressful process, but thanks to her experience, knowledge and commitment to excellence it wasn’t. I worked in customer service over 30 years and to find this level of service today was shocking in a good way. There’s not much of that anywhere today. Thank you Ms. J.

My husband and I had the pleasure of purchasing Living room furniture from Ashley Furniture Homestore a Umchlanga KZN last week. We stopped by on the Friday and had Phili ** help us. We only purchased on Saturday and the furniture was delivered on Monday. She even put us in touch with someone to scotch guard it. It was a relief dealing with professional, friendly staff. Thanks also to the warehouse staff.

A coffee table and large $200 floor lamp were delivered. The lamp base which was made of marble had a crack across the entire base. We were told we would have to Lug in this large heavy six foot long box back to the store for replacement. Their customer service is horrible. Tried calling managers, customer service, corporate office and got nowhere. They said it would take 72 hours to process the request for a replacement after pictures had to be texted to them. It has now been 100 hours and we have not heard anything from anyone.

First of all I was excited that I found my sofa at Ashley Furniture because my husband won the loveseat in a raffle. I read the site, ordered the sofa, it came! When it came I was so excited. That's soon left when they tried to bring it in my door. It couldn't fit in but it would not be able to turn so they could put it in properly. I ask them just leave it here on the outside of my door where it was not obstructing any of the tenants in the building. It's just us two up here. Their policy they said they can't leave it. I'm like, "What? You can't leave it? But I paid for it. It's mine. Just leave it!" "No we can't leave it."