Ashley Homestore

12/23 we purchased a sofa and ottoman from Ashley Furniture in Nashua. We were sold the furniture protection plan which is supposed to cover you if you get stains on the couch for up to 5 years. We made our first and only claim at the beginning of March when our puppy jumped up on our couch after stepping in poop. The company refuses to come clean the couch. They gave us the run around for several weeks (meanwhile we are not allowed to clean our couch per the policy so we cannot use it either). Now the company has decided that we are denied due to accumulation (except this was a single event and the only reason time has passed is they were not responsive). We contacted Ashley Furniture Nashua (Xavier Martin is the VP of Ops) several times over the last two weeks without a return call. Ashley Furniture is selling protection plans that have no intention of performing under the contract. Instead of returning calls they just ignore us. This is called Fraud. Buyer Beware. This is not a reputable company.

Ashley's home store has the worst delivery possible. They have inconvenience us twice with our purchase. Call on a Thursday and tell us between 9am and 12pm on a Saturday and the 8:30 Saturday morning say it will be delivered between 1pm and 5pm, if we reschedule it would cost $80. They ruined our plans to for going out of town for the night. We will not be doing business with them after this experience. They have the worst delivery customer service.

Customer service is a joke, and they gave us the runaround on trying to return an item. They refused to let us return what we purchased. We talked to eight different customer service representatives and they all told us to leave our purchase outside and a FedEx man would come and pick it up. We called back multiple times they told us the FedEx man already picked it up. If you need to return something, you will go through hell and you will never succeed in returning your purchased item.

Bought a king size heated mattress pad, shipped fast all seemed great. Then we opened the box to find only one controller (box and add say king comes with 2), when i contacted customer service thru email got a reply stating it only comes with one with the add highlited saying twins and full size come with 1. Just down from the highlighted area on the add response it clearly states kings come with two. When i replied to this email dead silence since.
I have since called the customer service number 3 times and each time im told someone will reach out within a week. We are going on a month and have heard nothing.
We will never buy from ashley online again and will most likely avoid thier brick and mortar stores as well.

Ashley picked a return order from my home on June 12 and it's June 30 and yet the issue have not been resolved. I will never order with them again. I have been calling every day which is annoying with long wait times only for the line to hang up. Also, promise to call back once they get answer and never call back. Please stay away from Ashley no one seems to know how to help. I'm still waiting on my refund as of today.No still have not reached me concerning my issue. Ridiculous!

We just bought Realyn king bedroom last week from Ashley store. When they were assembling the bed, they were not able to put the drawer into the footboard. The drawer is defective and doesn't slide/close properly into the footboard. Or, the footboard is the defective piece. Realyn bedroom is not a good make, it's flimsy and weak. Not sturdy at all. We have to wait now 2-6 week for someone from Ashley store to come assess the situation. Then inform the them if the defective item is the drawer vs the footboard itself, then we wait another 2-6 weeks for the correct piece of furniture to ship to my house. Very inconvenient!

Don't purchase anything from Ashley Home Store the quality of the furniture is cheap but the prices are high. Poor customer service salespeople aren't award of the products. I wanted a firm sectional I was told it would be great after 2-3 weeks I have a flat bounce sectional that can be showcased inside urban air for the kids to play with. Learn from me go somewhere else.

I will never purchase anything else from ashley's! We have had so many issues with them over the delivery of a table that was the wrong color because they misrepresented the colors online in an ad. I tried to refuse the table but they wouldn't take it back it might have been the right table but it was the wrong color but they say it is the right color. They will not let us return it even though we went to their store the very next day it was open and told them we weren't happy with it! It's ridiculous that they won't let us return it. Since we literally had it a day and I do not like it because it's not what the color I thought I was getting

I cancelled an order on January 9th and was told I would receive a refund within 5-10 business days. After 10 business days passed I called and was told that the only way they could communicate with the refund department is to file a ticket by email and they would need 48 hours to get an answer. After 48 hours I called and was told they needed 48 business hours, or a week and a day. I asked to speak to a manager. The manager (Armando) told me they needed 72 hours to get an answer but he wasn't sure. The customer service with this company is horrible. No one over the phone or chat could look into a simple refund issue without significant run around. I've spent hours on chat pursuing this because most of the time I call the customer service number my call gets dumped because my order # is no longer valid. Its very frustrating that they setup their customer service to make it as difficult as possible to provide any customer service.

Writing an update to my original review of Ashley Homestore after one of the side rails on my Windville Upholstered bed failed / collapsed. While trying to get help from Ashley on my less than two year old "still new to me bed" a Texas based Ashley Homestore customer service rep stated "We see this often with these fabric units".
Really, often? And you refuse to assist a customer whose side rail totally collapsed under just light, normal use? Horrible! I have emailed, called, chatted, send registered letters to corporate in WI. All actions received the same uncaring, dismissive response as apparently customers must purchase an expensive warranty to protect themselves from Ashley's horrible construction, cheap, flimsy materials, and rude and abrasive customer service people. I hired a handyman yesterday to help me repair the side rail as every night I go to bed wondering if my bed will totally collapse while I'm asleep. What we found was SHOCKING. The side rail was made of lauan. Basically one step above cardboard! And a very thin wood across the top like the type of wood you see in a childs dime store airplane toy. Best of all guess how it was held together? STAPLES! LOL yes, that's what I said, STAPLES! My handyman commented that my bed was basically "a prop". Not meant to hold weight or be used. Certainly not capable of supporting a mattress! He insisted that I purchase a metal frame to go inside the bed to support the mattress so I would be safe as for sure the other side would collapse as well! I am furious. Ashley Homestores touts their engineering, design, etc on their website and THIS is what we get? Not ok! So a handyman for 4 hours at $48 and hour, plus supplies from Lowe's and Hobby Lobby to put the new side rail on cost me about $300. And now, my bed has lost the "clean" look I wanted when I purchased an upholstered bed as the legs from the metal bed frame show.: 0( At least I have the peace of mind that my bed isn't going to collapse! Friends and neighbors please consider other retailers when making your furniture purchases. This company manufactures garbage... and they know they have issues with their bed and still refuse to assist their customers. I want a full refund and I want someone to come take this piece of junk bed out of my home, sweet home! Enough! Also do take a look at the Ashley Furniture Complaint page on FaceBook. There are literally thousands of members, mostly consumers like myself who have had a horrible experience with this uncaring, awful furniture company.

Barstools was in my home for 2 weeks when two of them broke because they was put together wrong. Ashley furniture sent someone out to look at product and they ordered parts. Sent someone else out to fix them and they sent out wrong parts. My child was hurt when they broke. They still are broken and I'm still trying to get it resolved after a month later. So much for their warranty

Don't waste your time, Ashley has a 1.26 star out of 722 reviews. I received a damaged ergo base and Ashley would not take it back the next day after it was delivered

I have ordered a soft 3 weeks back and it was promised to be delivered within 3 week. If it is going to take more than 3 weeks I don't want to place an order. Now they are claiming that it will take 6 week to get things delivered. The sale person name is Daoud Ali who promised the ETA. The store manger is also very rude and she justify the mistake and wrong promise made by their sales person. Sterling Ashley'l is the worst store I have ever visited. I want action to be taken against these kind of wrong promises.

Incorrect furniture delivered
Set up was not completed
Delivery persons did not speak English
Store in Ocala unresponsive

I ordered a bedroom set, had it delivered last August 2023, bed collapsed, 4 deliveries for dresser and numerous other problems with the furniture set. Finally after 4 months, they agreed to give me a new bed in Dec. 2023. Next week, they came out to replace my sunken mattress and the delivery team snagged my new headboard. 4 deliveries later, including today 2/14/24, still another damaged headboard. Now we have to schedule another service call, which is approximately the 23rd service call. Poor quality, terrible customer service and the worst delivery teams. VERY UNHAPPY AND WOULD NEVER BUY FROM THEM AGAIN. Potential CUSTOMER'S BEWARE!

I received too many marketing emails after placing an order on www.ashleyfurniture.com! No matter how many times I have pressed unsubscribed, I still receive emails. Later, I called their customer service, and they asked me again for my email address. I asked them what the point of placing an unsubscribe button in the emails, and the agent pretended that she did not listen to anything and said goodbye.

Purchased a couch recently. It had a flaw. The driver told us that it was not right, took a photo and said that we would be contacted. No contact. We tried calling the store. No one responded to the call. In fact, we were disconnected two times. There warranty is worthless. The words on the website are just words. I will never purchase anything from Ashley again. I pray they will soon be out of business with such lousy service.

I ordered a couch from Ashley furniture in Bend, OR. The couch took 9 or 10 weeks to arrive. Upon arrival I noticed our sales Rep. Mark Harvey had ordered the wrong orientation. I now have to wait an additional 8-11 weeks (or more) to receive the couch I ordered. When this information was brought to Mark's attention he was very concerned that I keep the couch covered so they can re-sell it. I will never do business with this company again!

BEWARE. Do NOT do business with this company. Ordered furniture online that took 5 months to arrive and when it did arrive they only had half of my sectional and had no idea when the other half would come in and one of the dressers was broke. Costumer service hung up on me 3 times and I was given the run around only for them to tell me it was non refundable. I am very UNHAPPY with this store. Costumer service is no good and the furniture is cheap quality. Save yourself the headache and shop somewhere else

Rude employees. They don't want to look up items to earn there commission laugh at you and tell you stupid to go look it cup.

On January 18,2021, I contacted the warranty for a Broken Recliner that would not recline. They responded by saying "You are in our system and will not be forgotten, and we will get to you as quickly as we can. In the meantime, thank you for your patience as we work our way through this highly unusual situation." It is now March 7,2021, two months later and I have still not heard from Ashley Furniture, meanwhile they keep mailing me notices about sales. Why would I buy from them now?
Update! It is now January 10,2022 and I still have not heard from Ashley Furniture.

Oh my goodness! This has been the worst experience we've ever had, ten-fold. We ordered a display cabinet, it was delivered damaged and all hardware, shelves, and assembly parts were missing. We called within five minutes of the item being delivered. We had to open separate claims for each issue, send pictures, and wait for a callback. Nobody called. We called back. Were told parts were ordered and to expect them 7-10 business days. Tracking number was never sent. So, we followed up again. Spoke to multiple agents. Each one told us a different story. One said is shipped, other said it won't ship for a couple of weeks, third - that's on backorder and no known availability. They all keeps saying "sorry, per policy, nothing we can do." Most definitely, horrific company culture runs through their operations. Fed up, we then just requested a refund/return. They REFUSED because parts were ordered already! After speaking to yet another agent, we were told that this is high-demand item and parts are not actually available. I simply don't even understand what is happening and how this is even possible. Horrible customer service, lies, lies, lies, and this place will hold your money hostage, even when every single step was an error on their end! Still waiting on a resolution, still don't have the refund. Still looking at this cabinet that can't be used. Just awful!

I purchased a moderately-priced bedroom set online. Overall, it's really nice for the price and I very much like it. The chest of drawers, however, was delivered to me damaged. It appears it was either dropped or the loose staple holding the shipping box to it was snagged on another object, causing the bottom corner (and of course it had to be the front...of course it did) to break and the veneer to become detatched. So I contacted Ashley and they said they would send a "technician" to "inspect/repair" it. They offered me July 4th, 5th or 6th. I didn't want the 4th because it's a holiday, so I chose the 6th. They scheduled it for the 4th anyway, and then they called me on the 4th (at around 7:15am this morning) to tell me the "technician" called off (which I don't actually blame the "technician" for...I mean it's the 4th of July and I asked for the 6th as offered). They said they rescheduled it for the 13th. Now I'm reading online a lot of horror stories with similar circumstances. All I could ask for is to just have the brand new item I purchased for several hundred dollars be delivered to me undamaged, and it's really looking like I'm getting ripped off at this point instead. I love the furniture and to me it's absolutely perfect except for the damage to the chest of drawers. This whole thing just seems bizarre to me.