Ashley HomeStore
Reviews and Complaints

I ordered a sofa set (Inv#[protected]) from the Gaithersburg, MD store (534 North Frederick Ave, Gaithersburg, Maryland 20877) on 1/31/2023 and I paid in full for furniture and delivery. My furniture delivery was scheduled 2/3/2023 from 2pm to 6pm. When no one showed up, I contacted the store to ask for the status of the delivery at 6:12pm. The Gaithersburg store mentioned that delivery guys are running late and should arrive at 7:15pm. I again waited until 8pm and tried calling the store multiple times from 8pm to 9pm (before the store closed time) but no one picked up my call. I called the next day to the store and they mentioned the delivery guys were at my place at 5:47pm and have a picture evidence. The picture shared with me only shows a picture of my house. Therefore, I need to pay extra delivery service charges in order to deliver my furniture. If I want to cancel the order, I still need to pay for the cancellation fee.

I asked if they have a picture which shows the delivery truck standing in front of my home or phone/text message logs that someone contacted me. No one even rang the doorbell since I took a day off from work and anxiously waited for the delivery. I was told that it is against their policy to ring the doorbell. I asked how else I would know if someone is standing outside my home. The store manager isn’t willing to listen or help in any way, and keep mentioning that I was not home. I contacted the regional office and they said I need to contact the store and resolve the issue with them. Also, the regional office said I need to pay extra charges for the delivery. This is so frustrating that I have been following up with Ashley two days already and no resolution yet. There is no urgency on their part to resolve the issue or how I, as a customer, feel the stress. I want to know who I should contact to report and get the situation resolved.

I received a text on 1/31/23 that let me know that my delivery was scheduled for 2/1/23 between 12pm and 4pm. I took the day off and waited all day for the delivery that never showed up. at 4pm on 2/1/23 I called to see where the delivery was and they tell me that it wont be delivered till 2/7/23. this is ridiculous as I will need to take off another day and lose more money also I have already gotten rid of my old couch and now I have nowhere to sit for 7 days. at no point was I told that they needed to reschedule the delivery and give me the option to pick a new day and time. also your rep from whatever country they are in doesnt COMPREHEND english. Just because they speak english doesn't mean they should be helping people with problems. I am so sick of all these people that say I understand how you feel. they don't even comprehend what I am saying so how can they understand? You need to have staff in the USA that actually understands what someone is trying to get done and not just the words without the context.

Had a great customer service rep help me pick out headboard. During the entire interaction (conducted virtually, never actually spoke or met), I mentioned several times that it was a studio apartment and I wasn’t sure if a full headboard would be too big/too small. He was very helpful with measurements. But not once….. Not once…. During the days long conversations did he ever caution me to select carefully as all. Sales. Are. Final. Now, we’re not talking about a scratch and dent sale or discontinued item. You know when I first discussed all sales were final? After I paid for the headboard. Who…..In this day and age….. Does not have an exchange policy?!?! Amazon does! Wayfare does! Never dealing with them again.

We ordered a king size split with adjustable bases. The bases came unpackaged, missing legs, remotes were dirty, 1 remote was missing the back. I paid for new furniture and was delivered used bases. The driver called in and the dispatch filed a complaint and said someone would be in touch within 72hours. Just to be safe I chatted with someone who said hold on and never came back. The next day we called our salesman for help. 3 days later I chatted back and was told there was no service ticket opened. This is unacceptable. We are sleeping on mattresses on the floor. Was told it would be 7-10 days before someone contacted me and then I would have to wait even longer for new bases.

My daughter purchased a $300 clock as my Christmas gift 2022.

She purchased it on Dec 10th.

It was taken off the wall and an Ashley staff member wrapped it, placing packing material under the hands. In error the battery was not removed from the clock. Therefore the movement was in working mode but the hands were stopped by the packaging under the wrapping. After weeks being held from moving freely the clock was damaged. It didn't keep proper time. I returned to the store after Christmas. I brought the receipt, the clock, their packing materials and the corroded battery that was in it. The battery was obviously from China with only Chinese writing on it. Proving it was not my battery, it was theirs/the 3rd party seller. To my surprise Ashleys return policy is 3 days only! I have never heard of such a poor customer policy. It proves to me you do not stand behind the products you sell. Its buyer Beware!

My daughter expressed, on Dec 10th that this was an Christmas gift and a 3 day return policy wouldn't work. She was told "don't worry it will be fine".

As disappointed as I was, I tried to find a replacement the day I returned the clock. And not from a 3rd party seller which I have learned was the clock I was gifted. An Ashley staff member completed an online order for me. I was trying to use some of the in-store credit.

The online clock I found and purchased was $184.00 after tax.

An in store credit remains in the amount of $113

I feel a compromise should be made.

Ashely damaged the clock.

I purchased a new one.

I do not want an in store credit.

A credit should be provided under these circumstances.

Customer Service is critical. A good return policy will bring people back.

And a bad return policy will keep people away.

After this experience I will never shop at Ashley's! I will let friends and neighbours know that Ashely may have nice stores but their Customer Service is terrible. It's not worth it to shop there. Go to stores that value their

customers.

I made a complaint to the BBB as well.

ASHLEY HOMESTORE... Prove me wrong and make this right!

Dissatisfied Customer.

Odered a bedroom suite 11/21/22. 12/1/22 bedroom suite arrived with a defective headboard and side rails. I have never been told I would have to resolve the problem myself with Customer Service. I called customer service, tolded new rails and new footbroad wouldd arrive 7-10 days. 12/8/22, delivery from Ashley was a footbroad only, no rails. Footbroad left in box unopened. 12/8/22 I called customer service, informed bed rails had not been ordered, would be another 7-10 days. Two weeks later, 12/21/22, I call customer service, again I was told rails had not been ordered, and it would be another 7-10 days. 1/5/23,I call customer service. Again, I am told rails have not been ordered. Customer service states they will re-order, and it will be another 7-10days. 1/17/23, I call customer service, again i am told they have not received a delivery, and it will be another 7-10 days. After the first delivery, I asked for furniture to be returned, and I would select something different. I was told I could not do this. Who in the world does not have return policy? Ashley is the one here that cannot get delivery correct, and i have no faith in the quality of this particular 5 thousand dollar bedroom suite.

Someone opened a credit account and purchased over $7K worth of bedroom furniture. The delivery address was that of the thief. My husband was a victim of this identity theft. The dummy that received the set used her own address for the delivery.

My husband received a call about the delivery and told them in no uncertain terms, "do not deliver the set". They did anyway. There were also back-ordered pieces and again, he advised them to NOT deliver the pieces. They did anyway.

He tried to call the Rockford IL store several times as did I. No one would a answer the phone. I am assuming the employee that opened the account was part of the theft ring because my husband never visited the store. How the heck did they do it?

Synchrony Bank has credited the dispute but I'd would like to know if the thief got away with this heist.

In March 2022, we purchased 2 identical sectional sofas from Ashley that came with a one year warrantee. After less than 2 weeks, several of the sections had buttons that broke off the seat cushions. We called Ashley and they agreed to accept them back as a return and would come pick them up. That process was a hassle and took way longer than it should have - they didn't actually pick them up until May 2022. We received a refund for the pieces sent back (though not right away, it took many phone calls).

After several months, the remaining pieces had all lost buttons, and many of the pieces even had seams that had come open in the cushions with stuffing coming out. We were not at all happy with the lack of quality and called Ashley to return the remaining pieces which took many, many phone calls. They finally agreed to have them picked up after several weeks, and scheduled a pick up for more than a month away. On the day of the pickup, with no communication about it, they sent out a "repair technician" who told us it could not be repaired. After more phone calls, they set another pickup day over a month away and, they sent out another 3rd party company to pick up the pieces which was very disorganized and involved a lot of confusion, but did finally result in them taking all the remaining pieces (July 5th, 2022). Even though the delay to pick up the couches was completely on Ashley's part (we told them every phone call we wanted them picked up ASAP) we were still well within the year warrantee period. The couches have been gone since July and we still have not received a refund. We have spent hours on the phone with Ashley customer service with no resolution; we still have not received a refund, even though we were well within the year warrantee, and they took the couches back and they are no longer in our possession. Have made repeated calls to be transferred, left on hold for very long periods of time, or hung up on. Order number [protected] placed on 3/7/22

"August of 2022" Purchased 4 bar stools. Got home 4 bar stools had missing and defective parts. A service man was called in to our home. Service parts were ordered after several follow up phone calls. I have e-mails from Heather Harlan (corporate) that states

"This is the Service Team with Ashley HomeStore reaching out to let you know your parts are estimated to ship _MID FEBRUARY___. If you do receive your replacement parts any sooner please reach out via text message.

Thank you,"

And did not provide an email or phone number.

I called the store where I purchased the bar stools [protected].

(4650 S. Cooper St. Suite 101, Arlington, Texas 76017)

The store only lets me know that GR (Guest relations) at [protected]

can help me.

SO

I call GR (Guest relations) at [protected] and they transfer me back to the store.

I was told the parts would take 7-10 business days.

The company (Ashley Furniture) does not answer me and continually misleads me.

NO ONE IS GIVING ME CLEAR INFORMATION.

however; Ashley Furniture was more that eager to sell me the bar stools.

I bought a recliner from Ashley, store #42 a few years ago (Sept 2016) and purchased the extended warranty. I was told that if it was not used I would get it back. Never used it and when I went in to get a store credit was told that I didn't meet the qualifications to get it returned. The manager said that it says on the warranty certificate (which outlines the conditions) that you must purchase at least twice what the warranty credit was going to be. I said that I never received the certificate. The store manager said that because of staffing shortages, they have not been able to send them out. So they admit they didn't send them out; I had no way of knowing what the conditions were. Bottom line is I was deceived.

I have been trying to make my payment for two weeks. First of all it will not let me sign in most of the time and when it did it told me I do not have an account when I have made one payment last month . and I set it up so I could pay online and saved the password and wrote it down. I have called and left messages and no one ever returns my call. I do not think I should be responsible for being late since I have tried and tried. I wish you could fix the website so you do not mess people credit score for nothing. I do not want to see a late payment on my credit score either. Can you mail me payment coupons and i will send money orders. My name is Robert Brawley 3801 Candlegrove court in Richmond Va. 23223.My account number is [protected]. When I put that account number in your website cannot find it. It tells me I do not have an account. Thanks Robert Brawley! You can e-mail @ [protected]@aol.com.

I would give a zero rating if possible for the quality of a recliner and customer service and repair service. I spent 5500.00 for furniture on Aug 29, 2022 which includes 660.00 for the protection plan. I ordered from the Southaven, MS store, and the Jackson, TN is no better. They were going to sell me the brown furniture which first turned out to be grey. I cancelled that order. It was the lighting that made it look brown. Nonetheless, My furniture arrived on time except one recliner. I ordered two. When they came back with the other recliner, it was damaged. they didn't drop it off. Later, brought back another. However, my first recliner wouldn't quite close properly. I didn't use it for a few days, then I realized that one side with the arm rest was actually starting to break away. The manufacturing is defective and pieced together. Both recliners are made that way. I called the warranty company the beginning of September. They set up a date. Their follow up was sent to an email that wasn't mine. No show. October, I'm calling them again because the arm is falling off. The tech finally arrives and says it can't be repaired, but writes in his comments to the company that my wife doesn't want it repaired. He says, Ashley Furniture will contact me about an even exchange. November, no response. They sent out the same tech. He said, I don't know why they sent me out. It cannot be repaired. Call the store manager for an even exchange. I did. Cathy, the salesperson, now manager said she would look into it and take care of it. It's been almost 4 months total (Dec 20, 2022) and counting of customer service and manager run arounds and I still have a broken down recliner.

I ordered this bed with my local store. the item indicates King/CalKing so I assumed this bed would have different slots to adjust for the different size of King to CalKing. So to my dismay there are no adjustments, so the mattress foundation sicks under the head board about 6 inches. The mattress I had to smash down at the head board and there is 6 inches gap between the mattress/foundation and the beds side board so I have to stretch over just to get into bed. I'm not happy with spending $$$$$$$ and doesn't fit, really poor design on your part.

Ken Kelly

831.566.0269

Good morning, my name is Heather Ellis and I purchased a sofa from the Ashley Home store in Fayetteville NC back in February of this year. I also purchased the extended warranty (diamond package). I was told by my sales associate that cleaning was covered with this plan. It is a lien color couch I would have NEVER purchased same if I was told the truth! My couch has several small areas that need to be cleaned. I contacted the diamond program and requested to have someone come out and clean. I emailed them and sent pictures and they replied back that it was not covered. Secondly the couch cushions look terrible (material) it has small knots on two of the three of my cushions it looks like it has been much longer than 10 months. I contacted your customer service department about the rejection from the diamond program and they advised me that its was still under one year manufacturing warranty and they would direct me to the appropriate folks with your company. I called them and they advised me to send pictures. They responded back to me and told me that they were sorry but there was nothing they could do that it was not covered.

I am extremely upset, I have purchased several pieces of furniture from Ashley in the past but I guarantee you this will be my LAST ! I can not believe that your company does not stand behind their products.. I was lied to by your staff ( per the Diamond) company… I sincerely hope you will read this email and your company makes this right. I have copied and pasted the email from the Diamond Club below. The phone number that I have been contacting with from Ashley is [protected], they have been responding via text I do not have a name just the email. I have attached the pictures of the couch

Heather Ellis

[protected]@yahoo.com

[protected]

On Dec. 13 I changed my address at Ashley. I then purchased 2 chairs. My old address was in Eagan and we are now in Burnsville, Mn. I requested updates from Fed Ex as to progress of my delivery. The first e-mail I received from FedEx has the delivery address as my old address. I told Fed Ex that the address was wrong and I wanted to change it to my burnsville address. They said I couldn't change it and the only one that could change the address was the shipper. So I contacted Ashley again. They said it was straightened out. The next notification I received from Fed Ex was for my old address. I have been trying to get this straightened out since Dec. 13. It's being delivered on Dec. 16. TO MY OLD ADDRESS. I want to cancel this order. I am NOT paying for something I didn't receive. The order no. is725007901505

We purchased leather sectional in 2021. I called to return and complain about furniture sagging after only having for a week. I was told due to COVID policy we could not return only a technician could come out and fix it.

I purchased a Hilcot table 12/ 7/22 and the table wood is coming up in the corners of the table. One of the chairs was not put together right the cover is bunching up in the corners.

We have paid close $9000 for poorly constructed furniture and is getting the run around. We have 5 year warranty and was told they don’t cover pillows on the couch and we have to pay out of pocket to fix. The couch is made of cheap foam pillows. We told we have to pay for the technician to come out but you take my money every month to pay for this high priced cheap furniture. We stuck paying for inferior quality furniture. We will risk going to court and stop paying.