Customer ReviewsforAshley Furniture Homestore

ORDERING FURNITURE FROM ASHLEY HAS BECOME A NIGHTMARE. The so-called "customer service" we have received from the ************* store is the WORST we have ever received from ANY type of organization. On February 12, we ordered a bedroom set in the store. They shipped the bedroom set, it had to be assembled, and for both a dresser and a nightstand they sent the wrong parts that don't fit. We took pictures that clearly showed, for example, pre-drilled holes were way off in one piece. We contacted the store. A woman named "********************" there -- who said she is the manager -- was extremely RUDE to me. She flat out noted we were probably building it wrong (though in addition to my husband, even a professional builder here confirmed the parts were wrong!) She said WE have to call the manufacturer -- she said we need to do it, she wouldn't call them. I SENT HER THE PICTURES showing the parts were clearly wrong -- she still insisted it was us doing it wrong and insisted WE, not they, had to call the manufacturer if we wanted to "try" to get parts replaced. A few days later my husband called ******** -- and she had the same REALLY MEAN and unhelpful attitude to him. And she had the same insistence that it was us "doing it wrong". He even told her he will bring the furniture and incorrect pieces in to the Algonquin location to demonstrate they were the wrong pieces. She said doesn't matter -- and again informed us we can try to call the manufacturer, they won't do it (!!!) We DID, in fact, decide to try the manufacturer. I called them at least SEVEN TIMES. Hard to reach anyone; when we finally did, it sounded hopeful, we sent them the pictures, BUT they don't call back ever if you do reach them and talk. We should not be dealing with the manufacturer direct, of course -- that should be Ashley. Per above, though, for some reason Ashley now seems to have a "WE DO NOT CARE ABOUT YOU" after they make a sale policy. Seriously, this has been a nightmare and is still UNRESOLVED.

Total lack of customer service. Bedroom set came missing pieces on 5 March. Replacement set came damaged. Damage called in immediately, told ***** someone would contact us. Nobody ever contacted us. I uploaded photos of damage. Still nobody contacted us. Tried contacting Ashleys today 11 April, no answer, I kept getting disconnected. Ashley furniture is totally lacking in customer service.

We bought a chase sofa with a recliner and a recliner chair spend $7000 after two weeks the fabric looked like we had it for years it was pulling and knitting and the recliners did not work so I started calling the number the sales person gave me for customer service and have talked to them 4 times and its been horrible experience they send a rep out and they said it was normal wear haha thats funny after 2 weeks normal wear bull . Sent videos and pictures and no help from no one Im so upset and disappointed they take your money and dont give a s*** what happens after Horrible experience and service and product Will never never buy from them again ever

The current manager at this establishment is unprofessional. The sectional my husband and I purchased less than a year ago is not of good quality. The number if times called for replacement cushions on ten different occasions for various cushion defects has not been satisfactorily met. Installment personnel has arrived with the wrong order to replace cushions not received. My husband and I have asked for a refund to purchase a sectional of better quality. The personnel accept*** income ok *** calls are not efficient in what cushions are defective and why and therefore the wrong cushions are sent.

2/19/23 I attempted to order online. The website wouldnt let me move forward. After multiple attempts, it still wasnt working.I called the number on website. I explained I was having difficulty and asked if they could place the order over the phone. They couldnt assist with online purchases and transferred me. In speaking with this person, we had nearly completed the order. I told them my zip code and they advised that there was a store closer that I should work with. I was transferred again.******, advised she was the *** I told her I was trying to place the order online to utilize a sale/promo. She was able to price match and made plans for me to pick the bed up at the warehouse on 2/23.2/23 I utilized PTO to make the 1.5 hour roundtrip drive. The warehouse didnt have the bed but could have it in a few days. I requested they either cancel or change it to free deliver. They advised they couldnt.I proceeded to the local store that had placed the order. I requested to speak with a Supervisor, and one was not on duty. An associate took my info and said shed give my cancellation request to ******, who would be in 2/24.2/24 I didnt receive cancellation confirmation as requested. I called another number I found on Ashleys website, and they advised they would cancel it.Only because we have the matching dresser, I attempted once again to order. Again, the website glitched. I called customer service and ***** was able to place the order. Interestingly enough, he said the original order hadnt been cancelled!3/2 Bed delivered._I have attached the emails with Ashley. After MULTIPLE asks for resolve and making reviews, I was offered a meager $50.Corporate, online, local stores, and warehouse seem to be autonomous sources of the Ashley brand, but there is no obvious indication of this to the customer, and the disconnect created a frustrating, discouraging, and timely experience.

Horrible customer service. We recently bought ******************** , living room and 2 bedroom sets from Ashley HomeStore in ********** **. I paid for 2 firm mattress for the bedroom furniture we ordered and what was delivered to ** was a night and day difference. I went back to the store and they directed me to customer service . The first customer service representative hung up on me . The second representative I called was kind enough to assist by taking my information down and stated that a technician will come out to my home to inspect the mattresses Then I got an email saying that they will not be sending anyone out . I did not get the expensive firm mattresses I ordered ,Shame on Ashley Home Store for their customer service and dishonesty . My matter has NOT been resolved.

POOR! POOR! POOR! customer service purchased a living room set from Ashley Home Furniture, **************, **********, **. 1 item was too wide. Went into swap out for a smaller, but more expensive piece. Told to call customer service. Called, they told me that, it was "my fault." Wouldn't do anything for me. Actually called from the original store. Spoke with *****, store manager at that time. He stated that, we was escalating it. Would hear back from someone in a couple of days,. This was on a Saturday. This was 1 day, less then 24 hours after purchased. It's been a week, with no call. I've called the store 8 times since. There is never an answer. Call would always disconnect after 10 rings. Gives you several options to choose from. However, all options with the exception of #3, rings right back into customer service.

BUYER BEWARE! IF THERE WAS A NEGATIVE STAR, THAT'D BE MY CHOICE. We've bought from Ashley for years (other locations) and have always been pleased. Last fall we moved back to *****, finally. We bought two rooms of furniture from the ***** store. When we looked at the recliners that went with the sofa; we were very concerned of the opening/ closing mechanism. Our salesperson stated that the mechanism would work better after being used a while and if not, WE WOULD BE ABLE TO RETURN/ EXCHANGE RECLINERS.....HERE BEGINS THE ***** After 30 days, one chair would not open and the other had a hard time closing. I called the store manager and requested to exchange these units. I was promptly told that the store does not exchange or refund purchases (regardless of what their salesperson said (who had quite). They have techs that fix the problem. Had to contact them. We live in N.E.***** and the tech group is out of *******. After approximately another 30 days a tech arrived. One unit has a broken frame (his resolution was to drill a hole and bolt it). The other chair he examined, attempted to make adjustments (his resolution was to order/ replace entire lift mechanism). After a week of trying to use the units, we called the appropriate people several times. After talking with several people and scheduling appointments, one 'tech' told me to take a video and send it to them and they would send someone out and by the way 'Ashley will never exchange or refund your purchase.

Buyer beware. I have received damaged products from Ashley Furniture and after several weeks trying to get this resolved, it is still not resolved. I was told there are no returns once it is delivered even if it is damaged. So incredibly frustrating and disappointing.

Terrible furniture and terrible customer support. I purchased a living room suite on 12/8/18. It was delivered on 1/16/19. Gave ******* each for sofa and loveseat, plus ****** for 5 yr protection plan from *** Enterprises. I called Ashley in the fall of 2019 to tell them the side panel of the loveseat was falling off. They said I would have to contact the *** company, it was no longer a problem for Ashley. Because of Covid I could not get anyone to answer the phone at ***. I contacted Ashley again. They said I would have to file a claim on the internet with ***. I tried that, but I didnt know how to upload the pictures. I drove all the way up to Ashley to ask them to help me. Because of Covid they were not very busy. But, they said that they couldnt help me, that they werent allowed. I finally got my daughter-in-law to help me file the claim. I got confirmation of *** receiving the claim and they issued it a claim number. Ive never heard anything from them. Ive looked up my claim many times and it always says that its in process. Since then the cushions have all wore thin. When you recline it sounds like its going to fall apart. The phone charger on both ends of the loveseat dont work. One end never worked. I wouldnt buy a dog bed from Ashley Furniture.