Ashley HomeStore
Reviews and Complaints

Ashley Furniture delivers more than just furniture.

Back in June my husband and I purchased around $5,000 worth of furniture from Ashley Furniture (at the Brentwood location) for our new house that we were building. We purchased a new bed, mattress and box springs, nightstand, kitchen table and 4 chairs, and another table and 5 chairs.

The first issue happened when we were looking over our final receipt at home to make sure everything was rung up correctly. That is where we found that the sales person forgot to ring up our bed (head board and foot board, which really was not that big of a deal) and the mattress we purchased had the wrong purchase price listed. That day there was a promotion on mattresses. If you purchased a mattress and box spring you got $200 off. Well our mattress was $1599 before the promotion and it should have been $1399, and so we are off as a family back to the store to have this corrected. We get there and ask for the sales person who rang this up to have him correct this and ring up the bed that he forgot. After an hour we walk out with a new sales receipt showing a mattress for $1399 and the bed included. So at this point we think everything is okay.

Delivery day comes with a bang. Since I had several deliveries that day along with representatives from different utilities over I keep the front door open most of the day. Ashley Furniture delivery people make their presence known by walking straight through the front door ignoring me as I was telling them hello, walked through the house like the owned the place and stopped in the Great Room with his hands on his hips and asked me rudely where I wanted the furniture. I know I should have remembered all the furniture that I had purchased but since it had been a few months I couldn’t remember. (I also had other furniture being delivered that day so I couldn’t remember everything. I had a lot going on along with keeping up with my 2 year old and a newborn.) When I asked what the furniture was they started quizzing me on why I couldn’t remember $5,000 worth of furniture and also questioned me on how I could pay x-amount for the different pieces I did purchased and how could anybody pay $250 for a chair. I thought that was rude but didn’t say anything until my husband caught one of them urinating in our driveway. Still we didn’t say anything.

The following night when my husband and I are crawling into bed we notice that they delivered the wrong mattress. (We didn’t notice it the day before because delivery people were missing the bolts to put the bed together and had to come back the following day.) It turns out that the Sales person fixed the problem himself by ringing up a mattress that was $200 less instead of getting his manager to correct the sales price for the mattress we really did order.

I go to the store manager, Robert. He was great in correcting the mattress but never did offer anything for the lies, cover-ups, and the pee in my driveway other than a “sorry”.

Okay, you’re thinking how can this get worse. Well we noticed 3 weeks after we get the furniture that we haven’t received our bill. (They also had a promotion on financing which we took advantage of.) I called the store and they sent me to CitiFinancial. This is where I found out that the store started billing process one month (funded the transaction on Sept 12, 2007) before I received the furniture (Oct 19,2007). We were told that billing starts the day you receive the furniture. So CitiFiancial sent an invoice to our new house that was being built that we didn’t even own yet…we didn’t even have a mailbox until the day after we closed. The invoice was sent back and then they sent a new invoice to our old house that we hadn’t lived at for almost a year. By the time I found out what was happening they were days away from turning it into the credit bureau.

I went to the manager Robert once again stating my frustration over the whole ordeal. At this time I stated that we had purchase an extra 5-year protection plan in the amount of $249 for our furniture and we wanted that back. We were told once again by their trusty sales person that if you don’t use it you could turn it in and get your money back. At this point I’m being told that I could only get it as a store credit and not cash.

Now I ask you why would I want to give them my $250 that I was told would be mine. Robert the store manager says he will have to go to his regional manager for the final okay to get my money back but states that it shouldn’t be a problem and that I should get it back after all of these problems.

This afternoon I got my answer from Johnny Hunter the regional manager and it wasn’t pretty. He stated that, “Why would I want to give her her $250 back if I can’t keep her as a customer?” That is just wrong. I might have gone back to Ashley furniture in a few years but now that I see how he feels for me as a customer. Why should I?

I ordered furniture for delivery around the first week of November 2007. They set the delivery date for November 23 between 1-5:30. No problem except it was the Wednesday before Thanksgiving (just bad timing for me). There is no movement of the delivery time - whatever the magical computer says is what it will be and you just have to take it. So that same magical computer told the customer care people to call me twice to confirm this delivery time. -which both times I confirmed. The afternoon of the 22nd I get a call from Ashley stating that not all of my pieces had arrived and would be delievered at a later date.

Items ordered: Sofa, loveseat, recliner, two end tables, coffee table, dining room table, and 6 chairs - total $3,900.00+
Items Received on "promise" date: Sofa and loveseat.

New delievery date was set for December 5th - 2 weeks later. I got a call this weekend (Dec 1) to confirm my delivery and setup a time between 8-12. I agreed - cleared my work schedule and made arrangements to be at the house. Yesterday - Dec 3 - another confirm call and again I confirmed the date.

And now we come to today - the dreaded day before delivery. Aparently their magical computer system for scheduling does not really know ANYTHING. Because again I get a call that NONE - not some - NONE of the remaining pieces have arrived. How is that companies like UPS and FedEx know EXACTLY where my stuff is from point A -> Z but Ashley cannot lay claim to their own inventory! Needless to say they want to push is out to Dec 14th. Which I assume will be the next possible delivery attempt. I have a call in to customer care - I hope to hear something shortly. The beauty of the Ashley Furniture buying experience is that the Magic Computer knows everything and you can NEVER get to a person who holds responsibility or can make change. They always lean on that computer as the cause of and answer too all of the problems. Good Luck - I hope to eat at my table before Christmas. My recommendation - go somewhere else!

I have had my furniture for less than a year. It is falling apart. I have made several attempts to resolve this issue with Ashley Furniture to no avail. I am holding a public protest at the ashley Furniture store in Mesquite, Texas on Black Friday (day after Thanksgiving). If anyone wants to join us, please feel free to come by. Thanks.

I am friends with an employee of Ashley furniture and when construction began on our new house, the decision was made to furnish it with new furniture. We wanted to work with your employee (i.e. our friend) so we visited her numerous times, maybe 10, going over color schemes, size issues, motif, etc. She had actually been to our home while it was being constructed so had a definite idea of what and where things could be furnished. She was very instrumental in our continuous patronage of Ashley. Once our decision was made, we arrived at the store not realizing that she had not come in to work due to illness. Being our friend as well as a vested party of our purchasing decision, I called her cell phone to let her know we were looking for her. She said that she would come in to handle our purchase, over $8000 worth of furniture. Also, being our friend, we were well aware of the Ashley commission structure and wanted to work soley with her with this sale so she would get a full credit. While we waited in the store, one particular employee would not take no for an answer even after we told her that we were waiting on our friend to come in. She insisted she was only doing the credit application and our friend would get full credit. It has now come to my attention, my friend did NOT get full credit and had to split it in half. As a business owner, this seemed ludicrous when I found out the way Ashley employees are treated by their management. For close to a year, we had talked about this purchase and now we think our purchase from Ashley was a mistake. If a company treats their own employees with so little respect, I have to ask myself how will they treat me or any other customer? As far as my wife and I are concerned, we may decide to cancel the order completely and definitely spread the word about how disrespectful Ashley Furniture Homestores are. Repeat customer are always key (remember I am a business owner) but Ashley won't be getting any more of my business.

I just read all the complaints on Ashley Furniture. I bought Libray latters which all were in good shape. My problem was when I need to reschedule the date I could pick them up. I was told that if I did not pick them up on the date given, they would send them back and I would have to reorder. I was only looking at a couple of days difference and not asking them to keep the merchandise any longer than that. When we loaded the furniture, there was no personnel to help. As you know, they are very heavy and it was just two women lifting the 3 boxes.

We purchased a couch that has built in recliners from Ashley in Greenwood, In. Total cost with warranty was 1400.00. It is only me and my husband and we both work long hours so we rarely use the couch. Upon settling into our new home (having the couch for less than a full year), we noticed it was falling apart. Seams were unraveling, the recliner mechanisms were failing making it difficult to close, casters were falling off the ottoman, buttons falling off, staples not properly placed were shredding the backs of the seat cushions, the spring fell in the middle section to the floor, the arms are lose, and so on. We attempted to contact the company to fix it. The did not return the calls, we tried to use the warranty-that company would not honor it. We went into the store to speak with the manager and demand money back for selling us the non-existent warranty- He refused and offered to send out their service team at cost to us! We the called the corporate company to complain and they contacted the store and demanded them to send out an tech. He took one look at the couch and said it was trash. He then ordered all new parts and said when they came in he would rebuild the couch in our living room. That was last December! Now I have couch parts and a trashy couch littering up my living room and I am still having to pay the rest of the 1400.00 off for a couch that I will have to turn around and replace.

To Whom It May Concern:

I purchased a bedroom suite and 2 recliners from Ashley Furniture on June 17, 2007. At purchase time, it was promised to me that I would have my furniture delivered by July 28, 2007. I thought this was an extremely long timeline to receive my furniture, but agreed with it due to the history that I have with Ashley Furniture. It is now August 9th, and I still have not received my furniture. After calling the warehouse several times, my husband has had the phone slammed in his face, a very rude customer service representative (Nicole), and an arrogant "manager" (Brock?) that was unwilling to help the situation any, just to name a few incidents.

After no resolution and frustration from the warehouse, my husband and I went to the Ashley Furniture store that we purchased our furniture from and talked with the manager on Saturday night, August 4. He was unable to help us that night and promised to call us with some resolution. We have been playing cat and mouse over the phone with Amanda and Rick Doyle and still (August 9) no resolution or help from Ashley.

I have purchased at least $25,000 worth of furniture from Ashley Furniture over the last 5 years. Since this incident, I have made the decision to never purchase from Ashley again. On Monday, I plan to seek legal counsel and contact the Better Business Bureau for advice, and hopefully, then, I can get this issue resolved.

I bought an entire living room set and a king size mattress from them about a year and a half ago. Everything has been great, haven't had too many problems until recently. A while back,I noticed a hole in my coffee table. There was a pile of fine dust piled up just outside of this tiny hole.

I figured it was some kind of bug,sprayed it with bathroom cleaner and waited. A few days later, same thing,more dust coming out of this hole.

Sprayed it with some more potent stuff and it went away. I kept checking once a month for more holes but couldn't find any. Well, now I am moving and on a very detailed inspection,there are many of these holes. All "active" as they keep having these dust pile build up. I finally do an online search and find out its what they call a powderpost beetle. Seems they live in wood in a larvae stage for several years and the only way you know that you have them is when they "wake up" they start making these exit holes to push out the powdered excrement from them eating your furniture. So basically, I bought these bugs when I bought the furniture. The college websites say they talk 1 to 3 years to hatch. Imagine that, I am smack dab in the middle of that window. Of coarse now I am calling Ashley's asking them what they are gonna do about it. They are saying "well, how do we know these bugs didn't get in there from your home?" Well, my house is built on a prairie where no such things exist naturaly,and none of my other wood furniture exhibit these signs.

Anyhow, they are denying any responsibility. What a bunch of crooks. Beware if you buy ANYTHING made of wood from these guys. Its probably full of critters! Anything I can do?

Just wanted to share, we have had horrible customer service with the Ashley Furniture store on Woodlane Rd. in Mount Holly/ Eastampton NJ.

We bought a wine cabinet in Jan. and we were able to pick it up the last week of Jan. 2007 and on Mother's Day (just 4 short months later) the insides collapsed-- thank God my son wasn't hurt because there were shattered wine glasses and glass went every where. It could have been worse it the wine bottles had broken! My son was sitting in my lap in the living room when it happened-- it really scared both of us a lot. When we called Ashley Furniture, they never once apologized or asked if my son was injured.

We finally got the piece back today (6/9/2007) after threatening to go to the Better Business Bureau-- so that's what it takes to get someone to fix a defective piece of furniture that almost injured my 2 year old son?! If you have no interest in honoring your warrenty, then don't offer one.

I'm so sick of what it took to get our furniture back: the phone calls, the "we can’t find any record of that purchase", the "well, that department just went home," the "well, we're very busy today and can't help you," and the "just leave your phone number and someone will call you back." (Big surprise, no one EVER called us back— and then to add insult to injury, the store manager, Sam, told us today that he had already checked with the warehouse and knew it was fixed and they “should have called.” My point exactly.

My husband and I just went to get it and they claim they fixed it-- but the way they did it changes the appearance of the front of the cabinet. Plus there's now a big dent in the side/back and the decorative nails are coming out.

What if it had been a larger piece of furniture? (And this was just a wine cabinet! Imagine something bigger! And something we couldn't move back and forth in our station wagon!)

Eileen Cramer

On 4/9/07 we purchase a living room set and mattresses from The Rockford Ashley Furniture Store In Rockford IL. The salesman was great The acting manager left much to be desired regarding customer service which I later found out is the overall norm at Ashley. We shopped around many places and we fell in love with this particular living room set so after hearing the radio advertisement no payments or interest til 2010 we decided to purchase it. Well after getting all set to tally up the total we were told with no explanation by the manager that the 2010 deal did not apply at their store only a 10 month promo, discouraged we were but we went along with the purchase. Our furniture was scheduled to be delivered on 4/20/07 we were happy due to the fact it was the same day we moved into our new home. How great is that furniture on the move in day! Not the case... We received our mattresses and recliner, however the love seat was damaged and sofa on back order till 5/2/07. No big deal Love seat was rescheduled for the following Wednesday we could go with out a sofa for a week or so. Prior to love seat delivery the warehouse called and stated there was something wrong with it and would have to reschedule again... Now we were set for delivery of both items on 5/2/07. The furniture arrived on 5/2/07 (4th attempt for delivery) after they were unpacked there was a cut on the love seat and the sofa had a hole in it. Needless to say we sent them back and got on the phone with the warehouse. The customer service was absolutely horrible we were promised call backs and never received any. I must have called them 8 times in 2 days before someone was wiling to assist. After getting the one and only person at Ashley who new what customer service was I was able to get some minor satisfaction (15% off both remaining pieces) and get a new and hopefully final delivery date of 5/12/07 the rep then contacted the Rockford location to explain the situation and what she did to compensate and suggest they contact me immediately and offer some satisfaction as well and 3 days later I called the manager of the store and would you believe it got absolutely no where and treated like a bum as opposed to a customer. They offer no satisfaction or even a shred of customer care. So now for almost a month the 3 of us have been sharing a recliner. Not sure what the 5/12 delivery will have to offer but we shall see. I can assure you that the rest of our new home will be furnished from a much better and more reliable customer focused retailer.

Regards ,
Couch-less.

On February 27, 2007 I submitted my order to Mark Alan (distributor for Ashley Furniture). I took the liberty to browse through their showroom via internet and printed all merchandise to order (to make it very easy on Mark Alan).

Any ways; they submitted my order to Ashley Furniture on 3/1/07 and acknowledged order on 3/5/07.

I was promised a ship date on an entire living room seat, including end tables, entertainment unit, sofa table etc., and was promised a ship date of 3/26/07.

1. 3/26/07 came and passed no merchandise.
2. Promised a ship date of 4/5/07; again no merchandise.
3. Promised a ship date of 4/26/07; rec'd partial shipment waiting for sofa/loveseat to materialize. Sku#1830038 & 1830035 - new material (Ashley "Alexandria").
4. Promised sofa/loveseat on 5/5 - come and gone.
5. Promised again on 5/12/07 - come and gone.
6. Promsed again on 5/25/07 - come and gone and the distributor had the mfg. on the phone with me indicating a ship date of 6/8/07 they will follow through to make sure that date is met.
7. Original date have it was 3/26/07 and several promises has come and gone.

I informed the distributor to make sure date is met or I will cancel the order and receive a refund. They in turn tired hard to comfort me; and asked if I would like a replacement.

Whey should I replace something and the original merchandise did not materialize. I said, "NO". If I do not receive any merchandise I will cancel my order.

Today is 6/8/07 and the loveseat is on the truck but no sofa! The sofa will be in on 6/13/07 and I have had it with ASHLEY!

They service really sucks and with no information and/or customer service to help solve this problem.

If anyone should spend money they should receive goods... and I've been waiting far too long to be treated in this matter.

I suggest goods 1st then payment... I will not purchase any Ashley Furniture never again... you have lost a valuable customer!

On March 22, 2007 I placed an order with Ashley Furnitures sales representative Andreas for the entire Mystic Chocolate collection for approximately $2400. I was informed that due to several back ordered items I would not receive my furniture until May 10th which was a little disappointing but would still arrive in time for the event I was catering on the 16th of May. Well I received a phone call on May 9th at 4pm confirming the delivery for the following day and then I received a voice mail at 6pm stating that the scheduled delivery was canceled. At this time both my husband and I already confirmed the day off and was growing concerned that I would not receive my items within the allocated time frame. So I requested to speak with the sales manager to explain to me what exactly is going on. She apologized for my inconvenience but could only offer the following business day for redelivery. Well the following business day the same thing occurred and I was out a 2nd days pay. At this point I very concerned and annoyed that I was being treated like this and decided to go and speak with the store owner directly to explain my concerns. To my surprise the store manager was of no assistance and explained to me in front of the other customers that "this is a money making business and I could kindly take my business elsewhere if I was unsatisfied. He did not care of my inconvenience thus far and emphasized that even if I went somewhere else I more then likely would not have the furniture in time for my event anyway. The next delivery date available is May 16. Livid, I decided to cancel my order immediately and proceeded to take my business elsewhere. They informed me that my account would be credited back immediately but to my surprise it was not. So I submitted a credit card dispute in order to receive my funds to place an urgent order. So I contacted the store manager of another Ashley store and explained to him the situation that I was experiencing in Hasbrook and he kindly took the payment for!

A new order that was scheduled to be delivered on Saturday June 2nd. However, I recently received a call from the Hasbrook store stating that my order is now on hold based on the credit dispute at the Hasbrook office. Apparently the store owner owns both locations and is refusing to ship my furniture until the credit card company resolves the disputed charge from Hasbrook. What are my rights if I do not receive my furniture on the scheduled delivery date?

Damage Resulting - both my husband lost to days of work and had to pay to cater an event outside of our home due to the missing furniture.

This is my second time to write. I ordered my bedroom furniture on April 3, 2007. I picked up my furniture May 15,2007. My bedposts were busted up and discolored. My dresser was wrong and did not match my bed. I called the store and everyone was very rude and did not want to help. Finally I spoke with Dave Waldman and he assured me that the bedposts would be reordered immediately and allowed me to come in and get a new dresser and mirror. I was told that it would take about 7-10 business days for my new stuff to be delivered and my old stuff to be picked up and that someone would give me a call during the week. I got no call during the week, so on Monday May 28,2007 I called the customer service number in Mississippi and they told me that no bedposts had been ordered-like they were supposed to have been ordered on May 15th- and that my dresser was here in Memphis and they had called and left me a message. there was no message or call. This was a lie. The bedposts had not been ordered at all. This was another lie. The lady in customer service (Amanda) explained that we could not get our new dresser delivered until the bedposts(that were not ordered when they were supposed to be ordered) came in because they were not going to make two trips- We also realized that our rails on our bed were manufactured wrong and do not fit- one hook is going the wrong way on one of them. We called Dave Waldman back about this matter and asked why the bedposts were not ordered and why we had to wait because of your company's mistake-he had it arranged to have our dresser and mirror delivered today(may 31,2007) And we were assured on May 28,2007 that our rails had been ordered. Well, today our dresser arrives and there is no mirror- the mirror we have fits the old dresser not the new one- why would we pick out a dresser and mirror to only receive a dresser? So I call customer service today about the mirror and find out that not only is this wrong- but that my rails have not yet been ordered when I was told on Monday that they were being ordered. I am so fed up with this. I paid 1471.00 cash for this almost 2 months ago. I just want you to know that my fiance and i are young. We are 24 and 25. We will be buying a house in about a year- and NONE of our furniture will come from Ashley EVER. This is the most unorganized unhelpful experience I have ever had with anyone. At this point I want all of this incorrect furniture picked up and my money returned. I can go to Macy's or Royal or anywhere else and not deal with this. Your TV advertisements are false advertising- you claim "the best customer service" "the best furniture" its not true. I will be talking top someone about refunding my money and picking up this furniture-the contract reads "all sales are final" but the sale is not final until my products that I paid for are correct and here and they are not.

I was buying a new home - it was under construction. I saw a dining room table I wanted and bought it. However, upon further measurement, I realized that the table was to big. I told the manager / owner that I wanted to cancel my order. She said there was a no cancellation policy and that I had to get. I explain that it had not been delivered and that it won't fit - she said she couldn't help me. I took it a step further. I told her I would purchase another (smaller) set and anything else to make up the cost (2800 dollars). She said NO, I ordered it and had to get it. There was no refund and no cancellation. Well, when they delivered my to large table, two of the chairs were missing -- they said they hadn't come in so I said well lets cancel them - hahaha was pretty much her response. Not to mention the table had niks in it and they called coloring them in with a coloring pencil fixing it. I WILL NEVER BUY ANYTHING FROM THEM AGAIN.

PS: I called a store in Atlanta and got so many different answers regarding this situation it was ridiculous.

LaGrange doesn't have many furniture stores but I will pay a delivery fee to another city before I buy from Ashley's again.