Customer ReviewsforAshley HomeStore

RE: Complaint Against Ashley HomeStore for Unresolved Refund Issue Dear Better Business Bureau,I am writing to formally lodge a complaint against Ashley HomeStore ( for their failure to process a refund of $737.78 that has been pending for nearly two months. Despite multiple attempts to resolve the issue directly with the company, I have not received the refund nor any satisfactory response.On 4/6/2024, I made a purchase from Ashley HomeStore, which I subsequently returned. I was assured that a refund would be processed to my **** card. However, as of today, 7/9/2024 , I have not received the refund.I have been in contact with Ashley HomeStore's customer care team multiple times. I was advised that proof of the refund had been posted to my **** card and that I would be contacted within two business days. Unfortunately, neither the refund has been posted nor has anyone reached out to me.My bank has confirmed that no credits from Ashley HomeStore have been received. I have documented all communications and can provide evidence if necessary.This delay and lack of communication have caused significant frustration and inconvenience. I am requesting the BBB's assistance in resolving this matter. If Ashley HomeStore continues to hold my money, I will have no choice but to pursue legal action to recover the funds.Thank you for your attention to this matter. I hope for a swift resolution.Sincerely,*****************************

Hello,Thank you for sharing your concerns with us. We sincerely apologize for any frustration and inconvenience this situation may have caused. At this time, all refunds have been processed and sent back to the payment method on file.We understand this may be frustrating, but we kindly ask that you contact your financial institution for more information on the status of your refund, as they will have the most accurate and up-to-date information. Again, we apologize for any inconvenience and appreciate your understanding.Best regards,

This order was placed over the phome as it is gift for a baby' s nursery. Three items were purchased a nightstand, dresser and mirror all color white. Upon delivery the nightstand had 2 gray spots on the top. An exchange order was placed and a second delivery took place. When the second nightstand had the same issue on its top. The floor model does not. Whenever a delivery is scheduled I receive a text message as I was the purchaser. They left a voicemail on my son's phone asking for confirmation for a 3rd delivery. He didn't confirm delivery was on a call as firefighter. They never texted me ( and they have my number) to confirm delivery. They went ahead without customer's approval for delivery and tried to deliver it when everyone was at work. Now they want to charge us $75. When I asked them why they didn't text me as I'm the purchaser I wasn't given an answer. Also note that I purchased a maintenance plan for this furniture and when I asked if the top could be replaced (which had been offered once before) ***** at customer service said not until I paid the $75.00. Sales person ******* - very nice. Nylan at corporate customer service - nice. ***** - unhelpful and unprofessional. The product is faulty and they will not honor a service call or exchange due to an unauthorized delivery by customer.

Good Morning,Thank you for bringing this matter to our attention. We have contacted and have spoken with this guest to waive the rescheduling fee and schedule the exchange. The guest is satisfied and has been taken care of.

Worst store ever. Sales associates lie bad to get a commission sale. They wont tell you that your furniture is going to be delivered 4 months later. I ordered my furniture in march and still havent received it. Ruined my house warming, people literally had to stand up in my home with nowhere to sit due to Ashley Home Store lack or service and communication.

Hello!We apologize for the delay in receiving your items. It is never our intention to affect our guests in this way. While the supply chain delays caused by the pandemic have resolved, we are still experiencing intermittent delays on select collections. We are working diligently to complete your order as quickly as possible and apologize for the lack of communication. Our sophisticated software will continue to monitor the order, and once available, will contact you to schedule. Thank you for your patience! Please contact your resolution expert if you have any additional questions or concerns. Best regards, Ashley Customer Experience.

i had good customer service *******. but the product that was delivered to my home was not like the product in the store. Now i am getting the run a round for and exchange or refund stating what was delivered wad not damaged, it was not damaged it was not like the product in the show room.i bought a firm pillow top mattress and i sat and laid on the show room one and it was firm.The product that got delivered was soft, sinks in when you sit or lay on the mattress and the side it dented due to just sitting on the bed. So i am stuck with a new mattress that is of no use and i am out of my money too. It has been so changeling with the customer service end on the web site. Once you pay your money the actual store has nothing to do with you or the product. i visited the store the day after it was delivered and told them of the issue then it was you need to spend ****** more dollars this is what you need, after the board was delivered i went back to the store and said this did not fix my problem. Then to be told i need to call this number and email this customer service to try to get my problem solved, The mattress has never been fully slept on due to as soon as you sit on it you sink and the sides bend. i am not a Ashley's fan, this is not at all how things should be handled. it is like a furniture lemon ( like a car lemon) i am stuck with it.

Hi there, *****!We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. We acknowledge your frustration and would like to thank you for your patience while we get this resolved for you.It appears our service team is aware of this issue and are working to schedule a mattress evaluation to determine if there is a defect. We will contact you directly once our team has scheduled you.We appreciate your feedback and look forward to resolving this matter with you.Kindest regards,

I went to the Ashley Home Store in *********, ** in July 2023 and purchased living room, bedroom and dining room furniture, I received the deliver approximately 3 weeks later in August 2023. The sleigh bed I purchased was assembled by the delivery crew in my home and they cracked, scratched and damaged the rails. **************** then replaced the rails after I submitted photos. The second delivery crew came to my home a few weeks later with the new rails for the bed, damaged the frame more with scratches, assembled the rails again with cracks and the bed was not assembled properly. The bed frame completely collapsed to the floor when I sat on it that evening. They replaced the entire bedframe a month later (Sept 2023). I was offered $100 store credit for the inconvenience not realizing until I got to the Ashley store in *********, ** that I had to purchase $500 of new items from the store to receive the $100 credit. The staff was rude when I arrived at the store. I have had multiple issues between the customer service line and store staff in getting issues resolved. I spent a large amount of money on furniture from this store and I have had nothing but aggravation, poor service and the quailty of their products is not great either. I feel that customer service offering $100 store credit for inconvenience, poor service and rude customer services and not explaining upfront to me that I had to spend an extra $500 to get the $100 credit was deceptive. The delivery staff also caused damage to my home and property which was reported at that time. I would never purchase anything ever again from Ashley furniture and have recommended that my friends and family members never shop there as well.

Hi there! Thank you for bringing this matter to our attention. We deeply apologize for the misinformation. We have approved a store credit (with no minimum spend required) in the amount of $100.00. This credit will be issued to you via email within 10 business days. Should you not receive the credit within this timeframe, please contact ************* at ************ or email us at ************************************** Please note, the in-store credit is valid for six (6) months. We hope you find this resolution satisfactory and look forward to seeing you in-store. Kindest regards,

Purchased a sectional which was dropped off. The chaise portion was damaged and the delivery personnel left quickly before we noticed the damage. We called the store to have the chaise replaced. They sent some "material" to have someone come and fix it supposedly to "show room" condition. They said someone would contact (after a month of waiting). At this point we have heard nothing at all. We don't understand why they didn't just simply replace it in the first place if they stand by their warranty. We spent several thousand dollars in this store and are completely unhappy. We certainly will never shop there again and have told friends not to as well. We just want the chaise portion replaced. Totally unacceptable.

Hello,Thank you for bringing this matter to our attention. This matter is currently being resolved. The resolution includes a service appointment scheduled for 3/28/24. We sincerely apologize for the service scheduling availability. Once the service has been completed, please contact our ************************ for compensation at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.Warm regards,Ashley *************

Hi there!Thank you for bringing this matter to our attention.We deeply apologize for the misinformation. We have approved a store credit (with no minimum spend required) in the amount of $100.00. This credit will be issued to you via email within 10 business days. Should you not receive the credit within this timeframe, please contact ************* at ************ or email us at ************************************** Please note, the in-store credit is valid for six (6) months. We hope you find this resolution satisfactory and look forward to seeing you in-store. Kindest regards,

Ordered a kitchen table from local store and had a pleasant experience. When it came to delivery, the table had footlong crack in the side and all the white chairs had black tar/faded paint everywhere. I had to take off work and lose money/time. Both are very important and they acted like nothing. I had a manager from the local store jump through hoops and get an asap delivery for me so my five children didnt have to eat on the floor because of getting rid of our previous table. On second delivery they cancelled the order because it didnt pass inspection. Seems like the biggest problems are at distribution centers!

I purchased all my furniture from Ashley Furniture in 2015. My mattress has a huge dip in it and I went to purchase another. I went on a Tuesday to test out new mattress at Ashleys and informed the salesman Ill be back on Friday due to I wanted to check around at other mattress stores. He informed me they have a 10 year warranty on mattresses. I said oh well I purchased my mattress in 2015 I should still have warranty, he said no you wouldnt because this warranty started 5 years ago. I went to another mattress store and told him about my mattress and he said I should have warranty. I informed him of what the salesperson said at Ashley he said hes lying to you. Well come to find out, he was lying to me just to get me to purchase a mattress from them. I called Ashley customer care and I have a 10 year warranty. ******** care wants to send a technician out in 2 weeks (2/5/24) to review the mattress, which I wasnt pleased about, but I accepted. ******** care send me a text message today saying they need to change it to 2/26/24 to send a technician out. Im so upset and no manager want to call me back.

Thank you for bringing this to our attention. We sincerely apologize for the delay and any inconvenience that this has caused you. We understand that your time is valuable and we have scheduled your mattress claim evaluation for the first available date. Please call our ************************ to speak to our service team if you need to reschedule or have any additional concerns.Warm regards,Ashley ************* ************