Ashley Homestore

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.

So I recently financed a set of couches from Ashley home store in Stoney Creek. To start my experience with this company, my wife and I were followed around by a young sales associate as if we were criminals. She did not introduce herself or even say hello. She followed us to the sales desk and then stood around watching us as an older sales associate actually helped us. After we had everything sorted out, we waited roughly 2 months before having to reorder the couch set, which again took another 2 months before receiving the set. Upon receiving the set, the love seat had clearly been dropped prior to shipping. There is noticeable damage on the corner of the couch, the wooden frame had been broken/detached causing the back of the couch to collapse when touched, and there was a loud creaking sound on the left side. Ashley home store insisted they would fix and return the chair which is insulting, as I payed for brand new, but I'm being sent broken/refurbished garbage. So I sent it back to be fixed, however upon return the creak in the couch and the external damage are still there. Now I'm told to wait 48 hrs until they will address the issue. This is unacceptable customer service and I will not be doing business with this company again I will not recommend this to anyone and will be addressing the poor service I have received on all social media platforms. I suggest shopping at Leon's, or ikea at least you get what you pay for.

I am very upset with how Ashley's furniture has handled my issue. My husband and I bought a couch from this store and realized they never installed a screw that holds up the back part above the center console. I spoke with customer service about this matter and sent them pics via email. I called a couple of times cause they never called back to touch base and finally got an appointment scheduled for someone to come and and fix the problem. A guy finally came out, and didn't bring the screw to fix the couch at all. He took pictures in which was something I already had done and sent them to them. He said he would touch base in a few days from the day he came out. Well a couple of weeks have passed and they never reached back out to me. So I called customer service to explain everything that had happen. The guy in customer service said if I want it fixed I have to drive all the way back to the store and place the order in person. I was very upset cause it has been a complete waste of time. They have just been giving me the run around! Everyone that was suppose to help me has not helped at all. We paid a lot of money for the couch to be missing an important screw!

So sad that a major corporation would take advantage of a retired couple who purchsed their first new living room set on 2/25/2023. We purchased an all white set for $1,800 including the 5 year warranty package. In November, 2023 we noticed and reported the recliner was turning blue over the entier sitting area. Called Ashley they said it was the resposiblity of the warranty company. They came out took pictures and prepared a report. We never heard back from them untill i called. They then said because it was within the first year it was the manufactures (Ashley) problem. It is now January 2024 and nobody will take responsiblity for this. I will never purchase from them again and i guess have no choice but to file a small claim in court.

We purchased a couch and loveseat that was over $2000 from the Ashley home store. The couch recliner broke within a month. I called customer service and was told they had to order the replacement parts. I waited a month and no parts were ever delivered. I called back and was told there was no record of the parts ever being ordered at all. Once they were delivered I had to wait three additional weeks to be scheduled by the repair man. Then a month later the love seat recliner mechanism broke. The parts were ordered and delivered, I was again scheduled three weeks out for repair. When the repair date came I called as I had not been notified of a time just to find out that they overbooked and my repair date was rescheduled to two additional weeks out without ever being notified! If you want good quality and good customer service I would recommend another company!

Tried to return and reselect a couch. No friggin luck. Amad something at the store ( sales Mgr) said he and store manager would contact a district Mgr. For exchange. DENIED! (TWICE). I see they have many complaints about some obscure district Mgr. Making these calls. Hello! Wonder why your reviews are in the toilet? Keep up the fine work. My alert, no shop messages have gone out to the American Legion, 4 pillars, department of veterans affairs, disabled american veterans( all in North San Diego area just to mention a few of All social media outlets that I contact and the many that my contacts share this crap. Good call Ashley. Could have been easily resolved with an ounce of customer service. Your business plan will shut your doors. Fire the idiots that cause u to fail! SHOP DOWN THE STREET, YOU HAVE MANY OPTIONS..

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

We purchased a leather living room set in February 2021, it is now November 2021 and we still have not received the ottoman. I recommend going elsewhere for your furniture needs.
Andre Duffy.

I have a new reclining sofa from Ashley purchased on 7/6/2023. Not comfortable at all. The mechanism does not allow the footrest on my sofa to come up before the backrest starts going down. You can't sit upright with your feet up. After just a few weeks, the sofa seat has started to wrinkle & stretch and I only weigh 102 lbs. The warranty dept. said they will send out a couple of "parts" to replace. They still haven't called to schedule a time to come. But they did send the PARTS…two huge heavy boxes each weighing around 50 lbs. (1/2 my weight) which I'm sure are new complete seats. I had to drag them from my front porch (after FedEx delivered them) into my garage. They should have brought the PARTS themselves when coming for the repairs. They refuse to allow me to return it. It's hard as a rock and hurts my back and my husband's neck. Horrible! Don't be fooled by their sales. Cheap doesn't make it good. Spend a little more money somewhere else and get something that is good quality. I have to use a star but they don't deserve even a "1".

Aahley furniture, carle place have cheated us.We paid in full for sofa bed, 2 accent tables, 2 cushions, 2 chairs, delivery stated for 18th june. When the delivery came, only sofa bed & bed were delivered.the bed panel was broken & others bent.It took hours to contact the store manager who told us they were not in stock & the sales person Mike didnt work for the company anymore.We had a housewarming party with guests & were left stranded.It has been 24hrs, no refund or solution so far.We will take legal action. How can you charge for goods if you dont have them in stock.The invoice also clearly mentions a full refund if goods are not delivered on the date. They never informed us of incomplete delivery.The manager keeps calling to say he is trying but its clearly not working.We have no choice but to take legal action.We are cheated.The broken bed has to either be replaced or returned but Ashley are not answering

DO NOT PURCHASE ANYTHING FROM THIS PLACE. EVERYTHING IS CHEAPLY MADE JUNK. WE ORDERED LAST YEAR & IT TOOK OVER A YEAR FOR US TO RECEIVE OUT KING SIZE BEDROOM SET. THE WHOLE BED BASE KEEPS BREAKING AFTER BE REPAIRED. NOW MY BIG DRESSER DRAW WILL ON CLOSE! THE BANK WONT HELP EITHER. AGAIN WE WAITED OVER A YEAR FOR OUR DELIVERY & THE 12 MONTHS OF FREE FINANCING RAN OUT SO WE RECEIVED A $700 EXTRA CHARGE FOR INTEREST. I WILL NEVER AGAIN SHOP AT THIS PLACE!

Ashley Furniture is an absolute abomination of a business. 7 months ago I purchased a bed and couch to be delivered. I was told that I'd be given a 2 hour heads up when the couch would be delivered... they called 5 minutes before they pulled up and almost marked it as "owner not home" even though they didn't keep their agreement.

The bed was a completely different issue. They told me 6 weeks to be delivered or be contacted... I called on week 8 and they had 0 news about an update. Only when I threatened to cancel did they "miraculously" find a way to get it there in 4 days. I cancelled.

Last week I decided to give them another chance... bad mistake. They charged my card 5 times for the same purchase, utilized all of my available credit, and somehow managed not to have an order in their system after all that.

I called 10 different times trying to get a resolution for all the duplicate charges and didn't get a call back for 5 days! Then after all was said and done, I tried to login and pay for the same order, and it gave me the same error messages as before, but charged me twice again! 7 charges, had to get my cc company involved, and after all that... still no furniture order placed.

Absolutely terrible company. It's never their fault, they put their poor customer service reps in awful situations where sales staff and management never have to answer for their mistakes or wrongdoings. I would never recommend this company to a friend or family. Ashley furniture is everything that's wrong about business. You're much better off going with a competitor.

We have had the absolute worst experience with our nearly 7k bedroom set and mattress purchase. The company refuses to acknowledge that the mattress their sales rep sold us does NOT go with the bed set we selected. He steered us in the direction of an adjustable base and mattress (he owns it, it's amazing, etc.). We liked it and asked specifically how it would work with the bed frame we chose. "Oh the adjustable base will just drop in and sit flush." was Fred's response. Well, months later when the delivery driver finally delivered the bed and saw the mattress we had, he said, "they should have never sold these items together. They do not go together." We have been dealing with the run around ever since. Ashley's response is that bed height is not a manufacturer defect. We have photos that show what it looked like in the showroom vs our room. MAJOR difference. AND we have to hurdle into bed. NOT KIDDING, it is BEYOND ridiculous! I cannot even calculate the number of calls, emails, photos, I have wasted trying to just get someone to make it right. They won't give a full refund and just come pick it all up either.

I will never shop Ashley again! I have been left frustrated and feeling swindled by this company. The stores sales and Ashley customer service team are not on the same page. I was unsuccessful in getting a straight answer on anything from delivery costs to the protection plan. Better yet, any customer service agent I spoke with provided conflicting information than the prior agent. It made me feel like they don't understand their business whatsoever. In addition, my understanding of customer service is to be helpful to resolve issues with your purchase. I found out the hard way, that the team will provide you no help because they no authority to do anything that would constitute as "service". Essentially, if you have an issue, they will direct you elsewhere. You are left to either contacting the store directly but unfortunately, they do not answer their phones so the only option you are left with is to make endless trips back and forth to the store to hopefully resolve the issue. The pricing discrepancy between online and in store is vast. For an item I purchased, online listed the price for $349. In store, they were selling the item for $499. They will price match but tack on the protection plan, delivery, etc. that will drive the cost up so there is no real savings whatsoever. I would not recommend Ashley Home Store for furnishings to anyone. Save yourself one giant headache.

Bought furniture salesman ordered wrong one. It was delivered and I was told could exchange contact service customer. Then call after call (including store mgr)with rude, arrogant, hard to understand individuals they said they now will not exchange because it now had taken a week for them to answer.So now I have furniture that was incorrectly ordered and they THINK I am going to pay, and of course salesman no longer works there.They would NEVER transfer me to Supervisor or someone I could understand
ABSOLUTELY RIDICULOUS. I will do EVERYTHING I can to tell EVERYONE I know about the incompetence of this company

I purchased a sofa and loveseat from Ashley Furniture in March 2023, but a couple of days later noticed the left side of the sofa was broken. I contacted customer service, and they assured me that a technician would be sent to fix it.

However, three weeks went by without any progress, and when the technician finally arrived, they informed me that certain parts needed to be ordered. Another three weeks passed, but still no sign of the parts or the technician.

Frustrated, I decided to call Ashley and they informed me that they would replace the sofa instead. After a couple of weeks, I received the disappointing news that the product had been discontinued. In an attempt to resolve the issue, I reached out to customer service via email, only to be offered a 10% discount, which would void the warranty.

Dissatisfied with this proposal, I declined, and a month later, someone arrived at my door to collect the sofa without offering a replacement, only a refund for the purchase.

This experience with their customer service has been extremely disappointing. It leaves me wondering where I am supposed to sit now. Are we expected to sit on the floor?

It is frustrating that they did not even offer a replacement or another model.

Considering the terrible customer service I received, I have decided that I will never purchase from them again. There are plenty of other options available in the market. It seems like they believe they are too big to be held accountable for their actions.

However, with all the complaints being made about them, only time will tell if they are truly too big to fail.

DO NOT PURCHASE FROM ASHLEY! I have had damaged furniture arrive - exchange of furniture - repair people come to my home and state they can not do anything, etc. But when you call there customer service as I have more times than I can count - you get unprofessional people that are paid to be rude. NO CUSTOMER SERVICE AT ALL! After 10 visits to my home and spending $5,000 plus on the purchase - they have the nerve to offer me a $30.00 gift card for this plus. Keep your $30.00 - what an insult! Why would I ever want to step foot in your store again if I can't even get the furniture that I purchased repaired properly or replaced. Who wants to have BRAND NEW furniture repaired? I know no one from Ashley will ever reach out to me about this - because for 4 moths I have never received a call back - I have had to call everyday! PLEASE ASHLEY FURNITURE TRY CARING ABOUT YOUR CUSTOMERS AND GET PEOPLE ON THE CUSTOMER SERVICE LINE THAT CARE!

NEVER ORDER ITEMS ON BACKORDER FROM THE WEB SITE. We just received another delay notice five months after our purchase. This notice came four days after a notice telling us it would only be ten days until delivery. NO ONE we have contacted can tell us anything except the new delivery date.
I WILL NEVER ORDER ANYTHING AGAIN THAT ISN'T IN STOCK!