Ashley HomeStore
Reviews and Complaints

I recently made a purchase from Ashley Homestore on May 21, 2020 for a couch and loveseat. The sales associate, Jessica, was very pleasant during the purchase process. However, my experience with the delivery and customer service has been less than satisfactory.

The loveseat was scheduled to be delivered on July 15, 2020, but the couch was delivered on June 3, 2020. The delivery guys were pleasant, but after they left, I noticed that the couch had numerous defects. I immediately called the Miamisburg, OH store, but they were closed. I left a voicemail, but did not receive a return call on Thursday or Friday.

On Friday, I called again around 4 PM to report the defective couch. I was put on hold for 25 minutes and decided to call from my daughter's phone. I was able to get through within 5 minutes while still on hold on my phone. I was told that a service repairman would be sent to fix the couch. However, I did not receive an automated phone call until June 16th to set up a service appointment. I tried to set up a date, but the automated recording kept saying they were unable to set up at this time. I sat on hold for 25 minutes to speak to a live person, but hung up. I tried calling the store again and sat on hold for another 20+ minutes until I called from my daughter's phone again and reached someone within 15 minutes while still on hold on my other phone. I left a message.

I received another automated call the next day, but had the same issue. I sat on hold for 15 minutes before speaking to a live person. I explained the issues and a time frame was set for June 22nd, 3 days after my chemo treatment. The repairman came on June 22nd and was there for an hour. He stated that he could not fix the couch in an hour and would need to put in another work order for 5 hours or a couch replacement.

I made 5 phone calls to cooperate headquarters and left voicemails after sitting on hold for 20+ minutes with no return phone calls. I also made 3 phone calls to the Miamisburg store and left a voicemail with only 1 return call from sales associate Jessica. Although Jessica was very nice, no issues were resolved except for the information that the loveseat would be delivered on July 8th.

I made a fourth phone call and spoke to manager Eric on June 24th, but there was no resolution except that he would have supervisor Kendall call me on Friday. Kendall called me on Friday and I explained all the issues and how it should not even be a question of fixing the couch because I did not purchase a defective couch. I also mentioned that I have cancer surgery on July 20th, so I cannot have my couch being worked on right after surgery. Kendall apologized for all the issues and said I would receive a new couch and to disregard servicing the current couch. Kendall also stated that I could keep the current couch until the replacement arrives.

I received a confirmation text on Friday, July 3rd for the loveseat delivery on Wednesday, July 8th. However, I received a phone call from Ashley on Monday, July 6th, but they did not leave a voicemail. On Wednesday afternoon at approximately 12 PM, I called the Miamisburg store again and spoke to sales associate Jessica because I had not received a phone call or loveseat delivery. Jessica stated that she checked on Sunday for her deliveries for the week and I was still scheduled for Wednesday, July 8th. However, while on the phone with her, she checked the computer and found that the delivery date was changed to July 29th on Monday. I asked to speak to Kendall, but she will not be in until Friday. So, still nothing has been accomplished with my surgery a week and a half away.

Overall, my experience with Ashley Homestore has been frustrating and disappointing. The customer service has been lacking, and the defective couch has caused unnecessary stress during an already difficult time. I hope that the replacement couch will be delivered on time and without any issues.

I recently had a terrible experience with Dufresne Spencer Group (DSG) dba Ashley Homestore, located at 4851 Citylake Blvd East, Fort Worth, TX ***. I feel like they are above the law and can do whatever they want. I ordered a 3 piece Matching Leather Living Room Set, which included a Power Reclining Sofa, Loveseat and Recliner, along with a 5 year GBS Extended Warranty and White Glove Delivery on January 26,2021. However, on October 7,2021, I noticed that all 3 pieces of furniture were discolored. I was told that this was real "Genuine" Leather, but upon closer inspection, I realized that they sold me Fake Leather as Real Leather. In fact, it turns out the fake leather was just painted by DSG/AHS (Ashley Furniture).

DSG dba AHS is a Franchise Owner Group, with Mark Dufresne, Chad Spencer & Todd Wanek as owners. Todd Wanek is the owner/CEO of Ashley Furniture Industries, which means that the owner/CEO of Ashley Furniture Industries is a Direct Owner in this Franchise. This reflects their deep understanding of the Quality and Deceptive Business Practices.

I filed an initial claim with GBS Warranty Services, but they declined my claim because they do not cover poor quality and only deal with Accidental Damage. Thus I turned around to file a Claim with Ashley Furniture Directly. October 11,2021, I filed a claim under the one-year Manufacturer's Warranty. Ashley Furniture had agreed to cover the damage. I asked for a Replacement, but Ashley Furniture said, "No." Since Oct 2021, until Jan 2022, I made 23 phone calls to Ashley Furniture, but they refused to respond or call me back. After asking for a Full Refund, they sent a Technician out to my home on Jan 10,2022. He wanted to replace a portion of the furniture only with the wrong Color Leather Type Material, the Incorrect Texture and Type of Leather. I refused such repair, because my set would not be matching, and instead it would have looked like a "Car that was pieced together from a junk yard." Furniture that doesn't match, anymore.

Under the Federal Lemon Law, "Magnusom-Moss Warranty Act," and Ashley Furniture unable to replace/repair the furniture, after their Manufacturer's Defect, I am requesting a Full Refund. I would have never ordered furniture, if I knew in advance that Ashley Furniture cannot honor our Sales Agreement and their Manufacturer's Warranty. They made me pay in advance, but I have to trust that they will honor their end of our Sales Agreement. They don't want to honor their Warranty! This is also evident when you research the outrageous number of complaints filed against DSG. The BBB shows 1 Star of 5, Total of 4,106 Complaints in 3 years (4 per day) and 2,078 Complaints in the last 12 months (6 per day). Outrageous! This does not reflect other complaints like the FTC, FCC, Attorney General, District Attorney and other Consumer Protection Agencies and Social Media sites like Reddit, YELP, TrustPilot, etc.

I've done nothing wrong and in fact followed all laws and agreement, until DSG and Ashley Furniture Failed Me and Breached our Sales Agreement and their Manufacturer's Warranty. They are violating my consumer/legal rights and violated State and Federal Antitrust Laws.

I am seeking your help to protect my consumer and legal rights and stop a Bully who feels they are above the law and they can do whatever they feel. I need your help to get my money back and hold DSG dba Ashley HomeStore and Ashley Furniture accountable for their Fraudulent Behavior. I hope that others will be warned about their deceptive practices and avoid doing business with them.

I recently had an experience with Ashley Homestore that left me feeling extremely disappointed. I ordered a brand new couch from their website and when it arrived, it was packaged in cardboard and plastic. I decided to unwrap it myself instead of paying the $75-$100 fee that Ashley charges to do it for you. However, when I unwrapped the couch, I noticed a small quarter-sized hole on one of the cushions.

I immediately called Ashley's guest services and sent in all the required information, including pictures of the damage. They sent out a repair technician to my house, but he informed me that he couldn't repair the hole to look "brand new" and suggested that I get the couch replaced. I agreed, and after several months of delays and miscommunications, Ashley finally set up an appointment to have the damaged couch replaced.

However, when the technician arrived with the new sectional, he informed me that Ashley had ordered the wrong one and would have to get the right one. Another three months went by with more delays and countless phone calls, and at one point, Ashley offered me 30% cash back if I would take the couch "as is." I refused, as I felt that Ashley should send out a technician to fix the hole in the couch, in addition to the cash back.

Finally, after six months since the original purchase date, the technician arrived to replace the sectional. However, instead of replacing the entire couch, he did a "patch job" and fixed the hole in just a few minutes. While the couch looked okay, it was not what was originally negotiated, and I did not purchase a damaged couch to begin with.

When I spoke to Ashley's guest services and managers about the situation, they informed me that the patch job was sufficient and that I would not be receiving the 30% cash back. They also claimed that Ashley is a "repair first, replace second company" and that they had no record of a sectional being completely replaced, even though they had brought parts to do so twice.

Overall, my experience with Ashley Homestore was extremely frustrating and disappointing. If you're considering purchasing from them, I would recommend buying something in the showroom that you can clearly see is not damaged. And if your product does come damaged, be prepared for a long and difficult process to get it replaced or repaired. I will not be doing business with Ashley Homestore again.

I recently had an experience with Ashley Homestore that left me feeling frustrated and disappointed. I purchased furniture from their Oxnard, CA location on November 1, 2020, and was surprised to receive a call in December that my furniture was ready for delivery. I opted for the Premium Delivery option, which includes delivery, setup, and placement of the furniture in my home. However, when the delivery crew arrived on January 18, 2021, they simply unloaded the furniture and left without setting it up or checking for defects.

Upon inspection, I found that the furniture had numerous defects, including a chipped end table, a poorly finished coffee table with white streaks, and chairs with crooked legs and white paint slopped on the bottom. I immediately went to the store to complain and cancel the last end table that wasn't delivered. While they removed the end table from my bill, they refused to acknowledge a replacement for the damaged furniture.

I was shocked that they would take advantage of a senior citizen like myself by delivering B-stock furniture and refusing to replace or refund the damaged items. I paid for new furniture, not repaired or refinished items. Todd Wanek, the CEO of Ashley Furniture Industries, owns the store location and many others under various alias business names, which raises concerns about fraudulent business practices.

I am requesting a full refund and for Ashley Homestore to schedule a pick up of the furniture as soon as possible. They should not charge me any cancellation or restocking fees, as they breached our sales contract and fraudulently took advantage of me. I will give them 10 days to provide a full refund, as allowed by law. As of this date, they still refuse to cooperate and insist on repairing the damaged furniture in my home, which is unacceptable.

Overall, my experience with Ashley Homestore was disappointing and frustrating. I hope that they will take responsibility for their actions and provide a satisfactory resolution to this situation.

Ordered a full-size mattress in May 2023 under Dolores Atencio; [protected], it was delivered 6-7-23 to zip code 81147 the wrong mattress was delivered. My sister is left with a soft not firm queen size bed and well there are issues getting a hold of the company in Farmington, NM for an outage of some sort for over a week now and we need this order redelivered ASAP and fixed. I was just told someone will call soon and it has been a bit. I need this issue resolved @ the top of the list and will not wait a month for another mattress Ashley just needs to figure this one out such an oversight. Thanks

My complaint is with Ashley furniture for selling me a worthless five year warranty. I don’t understand that. Why would they do that? Why I have fading and stain damage and I have a section. Of the couch that is broke down. It doesn’t support anymore. Just want to get what I paid for. I always thought very highly of Ashley furniture but after this, I’m not I’m just discouraged.

We purchased 2 power Recliners 07/04/2022 . One of my recliners have been in the shop for repairs since February 2023 and the other is sitting here in my home broken I have called numerous times talked serval people everyone tells me parts are ordered or forgot to order parts never received parts order and will reorder them every time it well be 2 weeks even talked to store manger Steve.

today no one well answer the phone there. can i just get my money back its just been to long . this is why we purchased the 5 year protection plan . please set up a date so I can return this other broken chair and get my full refund.

Ashely homestore carbondale il 621901

I purchased a powered loveseat in Nov 21 and it was delivered in Feb 22. I had issues with the leather rubbing between the armrest and side of backrest Service technicians came and looked at loveseat and ordered part

for mechanism the raises and lowers footrest. Part came in and it was wrong part so had to be reordered New part came in and was installed but rubbing issue continued Technician told me to apply leather conditioner which I did but it only lasts for a limited time before the noise starts over. For the past several months the backrest will move back about and inch after to stop the powered function. I called today to get the issue checkout out but was informed per the service agreement, since I did not call within 30 days after I noticed the issue it was not covered under warranty, even though mechanical issues are covered. I will admit I did not read the agreement as close as I should (bad on me), however, I assume you are counting on that so you do not have to make repairs under warranty. I spent $2500.00 for the loveseat and warranty. I would think a reputable business would want to ensure their customers were satisfied with their products and service. This does not seem to be the case with your company. It cost me a fair amount of money to learn my lesson on reading agreements closer and to not conduct any further purchases for your company. I will also discourage any of my friends from doing business with your company for any of their furniture needs. Maybe one day you will understand the meaning of customer service and satisfaction.

Have a great day!

Chuck Pyron

My wife and I bought an attractive sofa with chaise from Ashley in Largo, Florida. We thought the vinyl fabric was too thin, but the salesperson assured us it was durable. Further, she said we could buy a warranty plan that would remedy our concern about the vinyl. So, we bought the sofa with chaise and the warranty. Within two years of light use, the vinyl mysteriously hardened in the place I happened to usually sit. Soon it cracked. I tried to use the warranty but learned that it applied only to punctures and cuts, not to premature wear or manufacturing defects. (Ironic that if we had cut and punctured, i.e., abused, the furniture it would have been covered, but defects are not covered.) I then paid a professional $220 to repair the cracked vinyl. Not wanting to have to pay again for repair, my wife and I avoided using the area that had been repaired. But soon the next place I sat began to mysteriously harden and then crack. Then it dawned on me that whatever part of the body that makes direct contact with the vinyl causes it to harden due to warmth and possibly perspiration. Since we live in Florida, it's not uncommon to wear shorts most days of the year. With bare arms and legs making direct contact with the vinyl, a chemical reaction was apparently occurring in the vinyl. At this point, no repairman can save this piece of furniture that should never have been sold. Clearly the vinyl is inappropriate for use on furniture. I'll soon be paying a junk hauler to remove this $1100 piece of trash. I've read a lot about Ashley Furniture of late, and it's pretty much all bad news with many complaints about defective furniture and warranties that are worthless. My advice: steer clear of Ashley Furniture.

Invoice [protected] Tom Deluccia

I had just recently purchased a new home. On 4/28/2023 I purchased a living room set, a dining room set, a fireplace television stand and Mattress and Box spring at the Bay Ave, Toms River NJ store. Sales associate was Jagjit Chadha. The manager that day was Bruno.1st: on 4/29 I had called the store and spoke to Bruno about being charged for two extra dining chairs. He removed the over charge and the 2 items.

2nd: I received a call on 5/2 from Bruno that some of the items where in stock and the others would be in on 5/9. I told Bruno to wait until all items where in and deliver all at one time. I received a call on the 5/4 to set up delivery for 5/11. I was under the impression when I spoke with Bruno that delivery would be 5/9. On 5/11 my delivery came; everything was there but the mattress. The driver did not have the mattress on the order sheet. So, I called the store and spoke to Bruno who said he would check on it and get back to me in a couple of days.

On 5/15 around 1:30 I went to the store and spoke to Manager Chet G about the whole issue. He checked the system to see what happened and informed me that the mattress was damaged in the warehouse and had to be reordered. He said it should be in by 5/18 and he put a next day delivery request in. I Thanked him for doing that. My complaint is that after all this and paying $2,399 for the mattress, I feel I should be refunded some of the cost of this mattress.
Please let me know if this is possible.

Thank you.

Contact Info: [protected]@gmail.com

Cell: [protected]

My furniture was delivered broken & damaged on Jan 6, 2023 and the delivery was refused. However, the delivery guys called Ashley and told us to leave the tag on it because Ashley would come and swap the broken sofa for a new one. They also scuffed up the loveseat while delivering. I have went to the local store and spoke with multiple managers, spoke with customer service numerous times, emailed with the service team, emailed with the escalation team, and etc. I also put a negative review on their website and was told to email [protected]@dsghome.com to address my concerns. I did that as well and got no response. I can't get my sofa replaced or repaired. I was told parts have been ordered but I'm confused on how they could order parts without coming to my house and evaluating my furniture to see what's even needed. I was also told my service order for the sofa was closed which shouldn't be considering it's still broken. I did receive a replacement cover for the loveseat and still waiting for a technician to come install it but everyone keeps ignoring the broken sofa. I paid $5609.12 for new furniture not broken & damaged furniture. I've asked for a refund and tried to give the furniture back but I was told it's been in the home too long. I have a detailed timeline of events since January, if you'd like to see it.

I placed an order for the Caitbrook bedroom set, dresser and bed only. They came out to deliver the dresser but I never received the bed. It took me a whole month just to get refunded for the bed. After I was finally refunded, I went into the store and purchased another bed. I thought going into the store would make the process much smoother. Boy was I wrong. The finally arrives and it was beat up and dented like they found it in the ally. So I refused to sign for it and ended rescheduling for another delivery day, which was yesterday, 04/24/23. Everything looked great so I signed and I was happy until I started noticing dents and bruises, so at this point I just want my money back. I have called Guest services over 5 times yesterday, got hung up on by two supervisors and I am just exhausted of this whole process. I need help.