Ashley Homestore

This is by far the worst place to order from the wait is 6 months to a year. They tell you anything just to make a sale. The furniture falls apart soon as you get it and that's with their employees setting it up. The customer service in person is totally different from the phone. They give you the hardest time when calling in about a repair whether its not being able to find your account or not even showing up for the repairs. In other words, I would not recommend.

Tempur a famous name and distributed by Ashley Furninture in Panama has sales personal who are not professional. I purchased 2 tempur matresses size queen medium firm paid for it and to my surprise when I received it was totally a different matress from what I had purchased. When I called them and again went to thier showroom to my surprise they tell me I have to pay an extra like 400.00 more per matress which is another 800.00 more. Ashley has cheated me. Ashley in Panama swindle their customers. Ashley Furniture is a very dishonest company. Date of experience: November 2024

November 2022, Ashley Furniture delivered broken and damaged furniture. We filed a claim within an hour of the furniture delivery and they refused our right to a Full Refund. Instead, they forced us to wait for a "Technician to Repair" what should have been delivered in New and Good Condition. Yet, while waiting for a "Technician," they decided without our acceptance, to refund us $200.00 and called it "Done." We never approved or accepted the offer of $200, yet they just sent it back to our Card disregarding our right to Cancel For a Full Refund. They never sent a "technician" either. We would have never purchased Ashley Brand Furniture or purchased from Dufresne Spencer Group dba Ashley Homestore, if we knew in advance that they would NOT honor their own Sales Agreement and Deliver Broken/Damaged Furniture. It's been almost 2 years and they have ghosted us, stole our hard earned money and left us with damaged furniture.

This is my 3rd time that I bought a furniture from Ashley that it was delivered damaged or old furniture that it's been sitting in their warehouse for a long time. You can see the wood finished like already rotting. Even the technician who came agreed to it. I will never again buy any furniture from Ashley Home Store.

Don't purchase from here unless you want to have an overpriced furniture that is damaged. They sold me a couch that the left arm facing mechanism is bent which is a manufacture issue or whe they placed it in the truck they dropped it

Could not get the $200 rebate to go through because I did not have delivery yet to due to the new construction; the exact serial numbers were required and the store could not supply those. When I went into the store to get help to submit before the due date, I had all the forms ready to submit, but there wasn't any staff in appliances on a Monday at 1pm. A manger helped and called appliance sales and was told that it wasn't necessary to submit as it was new construction. I even had them sign paperwork to stating that. Now that we are due for delivery, I am told by that salesperson that that is not true and it had to be submitted. I was respectful as a fellow salesman's yet Krista hung up on me and took no responsibility but said I had to fight it out w management. Very disappointing service!

Buyers beware of the Tempur-Pedic and Sealy 90-day sleep guarantee. The salesperson didn't explain how the guarantee worked. If the mattress is not a good fit, you can only return the mattress for equal or greater value. I am in the process of returning the Temper-Pedic Pro-adapt because the mattress is extremely uncomfortable. I settled for another mattress which also has to be a Tempur-Pedic or Sealy brand and it wasn't as expensive as the initial mattress. I was told I could not get a credit even though it was cheaper. I am now stuck having to choose a mattress that does not work for me.

I also went by Mattress Firm and found the same exact mattress but there 90-day sleep guarantee works significantly different. At Mattress Firm they will allow you to return the mattress for a refund or a less expensive mattress. I'm not sure why Ashley Furniture is not allowing this same type of return, but I will never shop there again.

I advise all potential customers to PLEASE read the fine print on Ashley Furniture's policy on the 90-day sleep guarantee on these mattresses.

April sales associate: Customer service/ Smile/ made my experience exciting. My shopping experience at other retail stores was not good but she made my day.

I visited the Rochester, MN Ashley store to shop for a mattress. I was not planning to buy the mattress from this store but an Ashley store in Nashville. I explained to the store manager Matthew Buecksler the situation and what I was looking for in a mattress. He treated me as a buying customer even though he knew I was not going to make a purchase in his store. I could not have asked for better service or treatment. I would highly recommend this store for its service.

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

The sales staff at the store were great, but the couch was delivered with rips in it and when i called immediately upon delivery- they wouldnt replace it. It took me 4+ weeks and 16 calls to their customer service to finally get a service appointment (after 2 appointments were previously booked but no one showed up) and when they did show up, the service technician said he was only booked to fix one rip, not all 3. Thankfully he was great and managed to fix them all in time but he said they should have booked more time. Absolutely terrible customer service and i will never purchase from them again.

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!

We purchased a chase sofa from Ashley Furniture and have had nothing but trouble. Upon delivery I noticed one cushion had a broken zipper. The delivery guy said I had to keep it cause it was in my house and just call and file a claim. Finally after calling, emailing and texting pictures someone came to my house and replaced the cushion cover. In doing so the tech put 2 scratches in my wood floor. I called Ashley and got the run around and was told, too bad. Two weeks later we find a small hole in one of the seat cushions. When I try to call they don't return my calls, texts or emails. We are stuck with a defective couch and we've only had it 45 days. They said I had a one year warranty. DO NOT ever buy this poor quality furniture from Ashley Furniture ever, the also have the worst customer service.

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.

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.

While Ryan our salesman was great. The customer service is horrible.
I bought and received some bedroom furniture. But when it arrived one dresser was scratched all across the bottom.
I called customer service m first time and lady said need a tech. Why? It's brand new wood that's Grey in color.
I don't want it sanded and stained.
Lady said ok. And hung up.
Later in day I called again. Customer service asked " what do you want?"
I said I want dressee replaced since was all scratched. She said " what furniture?"
What did I want.
What? I just want the dresser replaced.
I called the salesman and complained. He told me he would inform area manager of issue. So we will see. Was finally told replacement in 4 days.
Look. People just want to be treated as a customer. We spend a lot of money in the store. As far as I know the ladies at customer service laughed their butt off after hanging up.
If you go there make sure everyone on the same page. Cause I feel like Ashley could care I less

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.

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.

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.

Bought a sectional sofa for 1,600 dollars. The right side looked like it had been used the pillow were attached and all smashed down, looked nothing like the other side. I took pictures and sent them to customer service, instead of knocking some money off, they sent me pillow covers and more stuffing, thats BS. The pillows are attached, theres no way to put new stuffing in them. Wont be buying from them again.

When I searched google is Ashley customer support reliable did not get positive results.
It is true the delivery and support handling of parts is not great. Check the below image. Work half done left it hanging last night and spoiled the new carpet and stairs.
Update as of 4/1/2022. Three days in a row no update yet!

Am writing my review based on great service by an Ashley Salesperson named Armita at the Richmond Hill store. Her excellent service, demeanour and sales skills encouraged us to buy a sofa set. The store and products are good as well.

Since my last review
I did not receive any furniture from Ashley because after this review I decided to go for the refund option. I did not go through the regular channels I went straight to corporate which was a nicer experience for me than just plain old customer service that keeps you on hold forever. I emailed their corporate office about my problem and within 24 hours I had my refund. After that I decided not to use my refund and to shop elsewhere. But it was nice to know that their corporate office cares. Even if their stores do not so thanks Ashley for the memories