Ashley Homestore

If you want someone who can help you and has a terrific personality, see Elizabeth, she knows her stuff!

Poor customer service. They did not respond properly to the concerns of their customers once the purchase is done.

Bought Sofa, Loveseat set an year ago along with Ashely suggested 5 years extended warranty, the love seat is broken within a year, when I tried to claim the warranty, the Ashely technician came and inspected 2 times and clearly said un reparable and asked me to wait till the extended warranty kicks off. I followed the instruction and started a claim with GBS warranty for the loveseat replacement, GBS tech came in and suggested a new drill to metal causing cosmetic damage to sofa and now GBS declined to replace the Sofa. When I reached out to Ashley to cancel the extended warranty they are asking to to contact GBS to cancel the warranty and GBS is asking me to contact Ashley to cancel the warranty in and all I lost the money for a useless sofa offered by Ashley, totally unhappy with sales and service., never go to Ashley again.

We made a purchase at this location, ******* Indianapolis Blvd, Highland, IN *******, on 09/09/19 in the amount of $1,572.52. We purchased a couch, love seat, and extended warranty. I was offered a warranty service for accidents that will protect my investments from all kinds of issues, including frame breakage. The frame broke. We paid for the warranty service GBS (now rebranded as ProtectALL), which DSG sold us at the time of purchase. We were insured that we would be covered for this problem of frame breakage and if they couldn't fix it then it would be replaced.
We filed a claim, with GBS. Instead of GBS sending someone out to examine the damage, my claim was fraudulently denied. The reasoning was, I didn't have coverage for frame damage. I was in shock and upset, because I know what I was sold. I went to the store management and have had a number of conversations with them. After many conversations, I was told the warranty I was sold was not valid and could not be helped. I no longer want to do any sort of business with Ashley or DSG. I would like them to come pick up their crappy furniture and FULL REFUND of $1,572.52. I have supporting documentation that we are in the right.

We recently bought a headboard, frame, rails, the storage and a mattress! They told us, they were having to make it so it would take awhile to get. No big deal! They called the next day and said our order was ready for pickup! They were going to give us the the model bed on the floor! Apparently the bed we were getting was going to be discontinued soon! No. We did not pay all this money to get a bed that's been sitting there, with people laying on it! And they tried to hide it from us! Called to cancel, to get our money back, as we have no furniture of theirs whatsoever! They told us in order to cancel, we have to wait for someone to call in 24 hours, to confirm we want to cancel. What kind of BS is that? 24 hours later nothing! I called again! Said the same thing! Called again, and apparently there is nothing customer service can do, because someone else has to call you to verify you want to cancel your order! I asked for a number or email, apparently the other "team" doesn't have a number or email! We still have yet to receive any phone calls from anyone! They're holding our money, and we never received nor picked up our furniture, because once they called to tell us our order was ready the day after we went, when we wasn't expecting it for 6-8 weeks! We said keep it, we didn't pay 4 grand for some demo on the sales floor! We are currently seeking a lawyer to file a lawsuit! I've taped every conversation with the many people I've spoke to, and I've also wrote down dates, and times I've called. They will hold onto your money, and make it a pain to even get it back, when you have nothing of theirs! It's sickening to think a company is like this, and can do this! Please…. Save yourself the hassle and go somewhere else!

We bought a couch from Ashley's in February 2021. We received the couch at the end of April 2021. The couch wasn't made properly and the frame broke when one of us sat on it in July 2021. After calling Ashley's, they scheduled a couch technician to come out for the end of august. He said the couch wasn't made properly and showed us where the frame should have been supported/where it broke and said that it was UNSAFE for us to be sitting on this couch at all. Ashley's then said they would have to order parts for the couch to be fixed and the soonest appointment available was October 2,2021. So we paid almost 1000$ to have a brand couch for 3 months before it completely broke, rendering it a safety hazard and completely unusable from July to October. Ashley's said they would again- order new parts and send a couch technician to fix the couch for a third time. We have already had a dysfunctional and UNSAFE couch sitting in our home for going on 3-4 months and Ashley's has just kept "ordering parts" and rescheduling a couch technician to come "fix it" even though the couch technician said it's not fixable. How long do we have to wait for a brand new couch to be fixed? MONTHS long wait times for something we paid nearly 1000$ for Is NOT ACCEPTABLE. Even more unacceptable is that it is a safety hazard. The reason my partner and I bought a couch from Ashley's is because we thought it would be a reputable safe place to spend our very hard earned money. Absolutely ridiculous.

DO NOT BUY MATTRESS from Ashley and DO NOT use RUDY for sales rep in Ft Worth store! 90 - Day comfort guarantee on $3200 mattress was bogus! I purchased an expensive mattress from Ashley Furniture in Ft Worth Texas. Our sales rep., Rudy, said our mattress came with a 90 day comfort guarantee. I had to keep mattress for at least 30 days then could exchange for same price or higher if we decide we did not like mattress. Rudy then asked if I wanted to pay an additional $299 for a mattress protecting warranty. I said no, then asked if it would effect the 90 day guarantee, Rudy said no, just tell customer service I used my own mattress protective covering, which we did. We purchased a waterproof protective mattress cover. I went to store on day 31 and spoke with Rudy asking to exchange mattress. He pulled up our account and said no problem, we picked out new mattress. Rudy then asked if we had contacted customer service. (Never mentioned warranty and even told my husband we could exchange) We had not, so Rudy said he would email customer service and have someone contact us to get exchange started. Six days later, no contact. We reached out to Rudy, who dropped the ball and forgot to email customer service. He told us to call them. I called customer service who asked for pictures of mattress, box springs, tag on mattress and our warranty. I said we did not purchase warranty but used our own mattress protective cover. Immediately I was told the 90 day comfort guarantee is voided and we could not exchange mattress. I told them Rudy said we could and they said he was wrong. I reached back out to Rudy, who will no longer return my call or text messages. We are now stuck with a $3200 mattress. I was lied to and verbally told I had the 90 day guarantee. I was told to sign paperwork that said I did not purchase warranty but again told with my own protective covering I would still be covered. All we want is to exchange, we do not want our money back.

Initially the shopping at the store was good, but it was afterwards that we had a problem. First my roommate and I order a full and queen size bed set, we get a call saying that they were missing my roommates queens railing and our tv stand. They said that my parts were good and his wasn't, they told us that his wouldn't in be in for another week. Just imagine if he didn't have a bed and he was sleeping on the floor or couch for more time. We wanted everything together, but it was clear they weren't having it so we refunded his bed set and tv stand. Then we got a bookshelf delivered and the guy was nice placing in the glass panels but who ever tightened the bookshelf did a poor job because it was too tight in areas where the glass wouldn't slide right in. Never have I ever seen anything like that where you can't get something so easy in. They said someone would call later to schedule a handyman to help, but I would have to wait until next week. So we just basically fixed ourselves at this point. Lastly I had a gaming desk ordered and the delivery guy couldn't help get it in my room. All it required was a little brain thinking and it would've gone in. He went the easy route of disassembling it. My roommate and I managed to get it in with a little fines without taking it apart.

Also I heard people are still waiting on their orders to get their stuff. The Douglassville store very nice people, but the overall company when it came to handling and shipping tipped the scale for me.

Went to Ashley furniture in Avon, Indiana black Friday was not that busy tried out sofas and recliner for 45 minutes no one asked if we needed help left Went to Godbys purchased there

DO NOT ORDER ANY FURNITURE FROM ASHLEY HOME STORE!
My husband and I bought three reclining love seats and one rocker recliner. The furniture was delivered broken, I was told on April 7th that someone would call me on the 9th. My husband and I both had to call several time and sit on hold for more than 45 minutes. They sent a repairman to check the furniture. He said it needed to be repaired. I did not buy furniture to be delivered broken, I order new furniture and new furniture is what I want to get.

We have worked with Ashley customer care and finally after over a month of phone calls. Our new furniture was to be delivered today and they were to take the damaged stuff back.

The delivery people were rude and called dispatch and said that he didn't feel comfortable entering my house. Made up lies so he didn't have to work. I find offensive is that they left. Dispatch calls me to ask my side of the story the dispatch lady was nice, but by this time, I just done.

I'm done trying to play nice. I'll go buy new furniture from a different store and Ashley can come and get their furniture.

They scheduled this couch to be delivered between 9:30am-12:30pm and it didn't arrive until almost 6pm! In the morning they let me know they were having truck issues (which is fine, those things happen) but then they didn't communicate with me for hours (even though they explicitly said they would). Hours later I got a call from a driver that had arrived, then when I met him he went to the back of the truck and realized he didn't even have the couch! I was told again I would be contacted with updates as he returned to get the couch, but hours passed and I didn't hear anything and couldn't get ahold of anyone. Around 3:30 I was told the couch would arrive in 45 minutes so I rushed home. Over an hour and a half passed and I still hadn't heard anything. Finally around 5:30 the couch arrived and the delivery guys manhandled it (almost dropping it on a kid). The couch is great so far but this was the WORST delivery experience and the company still hasn't gotten back to me about the issues (a week later).

We purchased a sectional couch, recliner and lamp from our local store. The experience there was fine. Naturally, the furniture had to be ordered and we were given a 1-4 month time frame. Almost immediately I began receiving texts... we have just the lamp, when can we deliver? We have a piece of the sectional, when can we deliver? I replied that I would prefer to receive everything at once to avoid a piecemeal living room. Our church group meets here weekly and we needed the extra seating, dining room chairs worked in the interim. Well then, I got a text stating if I don't take partial delivery, MY furniture will be delivered elsewhere and we start over. Forced to say yes, I moved some of my existing furniture to the basement, effectively becoming a warehouse for Ashley and I had my old couch and part of the new in the LR. Eventually the rest of the sofa came with such little notice that I had to move my old, heavy couch downstairs by myself. Split foyer, not easy. They didn't even call on delivery day, just showed up. After several more weeks, finally the last chair is ready. I put Friday delivery but then a conflict arose. I called to reschedule delivery and...$60 to do that. Forget it. I'll find a way around it. At every turn they have put the burden on the customer to be here to take multiple, partial deliveries. I have had to act as a warehouse to store old furniture while mixing and matching with new. They are totally unwilling to work with the customer. It's their way or the highway. As to quality, it's a nice couch but compared to my 8 way hand-tied leather couch that has been here for probably nearly 30 years, I doubt it will come close in longevity. Very lightweight, particleboard underneath. I know this... I will never buy another stick of furniture from this outfit.

I recently purchased 2 benches, 2 outdoor rockers, and a buffet. First of all, they double shipped me so I had big heavy boxes everywhere, 12 of them to be exact. They double charged me and actually charged me for furniture protection when I had elected NOT to have it. I had difficulty placing the order and tried calling but no one ever answered the phone. So, I used the online chat. The guy helped me and luckily, I save the chat. After receiving the double shipment, I made a call to them to see about getting it picked up and to get a refund. I was told that I was have to pay return freight. I pitched a fit and they said that they would make a one time exception even though it was my fault. I sent them the record of the chat and after 3 days, I was told that they would pick it up at no charge. I had to climb over stacks of big heavy boxes to take photos of the labels so that they could issue the call tags. I was told on 3 separate occasions that the labels were being sent to me but never were. So after calling again, they sent me labels but never picked up on the days they said. Called again and they said that they could only pick up part of it because it was going back to different locations. I tried to give them the tracking numbers that I was told I had to have and they said they did not need them and that they had nothing to do with the return. After another week, everything was finally picked up. Now comes the fun part. The two benches went together well. The pieces for the rockers do not fit. The buffet was missing parts. It was also particle board. The benches were the only pieces that were actually Ashley. The other pieces were off brand items and of a poor quality. Nothing would go together and what was already together was with staples. DO NOT BUY FROM ASHLEY! I just threw $1100 in the garbage. Worst experience ever!

Overpriced, commission crazy sales reps that take advantage of people. In July 2022, my mom was looking at furniture in the "huge discount blowout sale." They claimed they had my mom fill out a credit application herself and they issued her a new credit card and charged a purchase to this new account. They did not-they asked her for her social and ran the credit information and told her to sign. The furniture was not on discount and put a bunch of papers in front of her with sign here and here. In September 2022 I went down to talk to the manager-they said she filled out the application so there were no refunds. I know that's a lie. Then they said the forms were marked as all sales final so there's nothing they can do. Papers say 3-16 weeks and we would be notified to come pick it up (mind you, mom has NO possible way at 81 years old to pick up furniture). Went in January 2023 to find out what was going on. Was told they've been contacting moms cell phone for months-NO. We received the initial thanks for your purchase text and NOTHING else! Then claimed they emailed. No they did not. I was taking care of her email since September-there were NO emails. Then they accused us of deleting the texts and emails because they trust their system! WHAT? One woman said they aren't at that store anyway? Where are they? And couldn't explain why they supposedly had the items when I was in the store and didn't notify us that it was ready! So now we're STILL waiting for this furniture, don't know where it is or how to get it. They don't honor their own contract and are more concerned about their commissions than anything else. Do not buy anything from Ashley Furniture. Be very aware!

Delay. Assurances I'll get a call back. Another delay. If you have several months to wait for your merchandise this is your place!

My first experience with the Ashley Homestore in Mcdonough ga. WAS MY LAST! It was an experience from hell. The furniture is of VERY CHEAP QUALITY and the customer service in that particular store is ridiculous. I purchased a dinette set where all for chairs rocks from side to side. I'm currently awaiting a replacement for one of the seats because it was popping every time I sat on it so the technician said it was defective. After only a month, and only sitting in the chairs a few times, the cushions on the seats sit as if I've have the set 5 years or more. They have already lost the comfort of a well cushioned chair. The memory foam queen size mattress I purchased for my grandson is made of a material that's extremely slippery. To the point where my grandson actually fell out the bed because of it. I thought that maybe it was the sheets I had on the mattress. But I've since bout a VERY EXPENSIVE NECTAR MATTRESS COVER and new 100% COTTON sheets and he still has to be extra careful in moving in the mattress or he'll end up on the floor again. This was the worse experience I've ever had with a furniture store. And it's not like the prices are lower than other stores. They are VERY EXPENSIVE. But the quality is no where near worth the prices of their products.

We purchased a bedroom suit and a sectional. About 5 days later two bedside tables and the bed rails show up in our driveway. We had no idea this was being dropped off, we were under the impression delivery and setup was was paid for and apart of the order. When we called, they said no worries part of order was sent before the rest of the order, and setup was part of it. The day prior to our set delivery date, we decided to check our status. Only to find it was canceled. My wife called and they told her part of the order was canceled due the furniture not being available. Due to part of the order being canceled, they canceled the whole order! I called to find out what they couldn't get, so maybe we could get what they did have. I was told the order was canceled do to personal credit issues. This was BS! We were unable to get any educated answers! I CANT BELEIVE THIS COMPANY IS STILL IN BUISNESS! STAY AWAY! YOU WORK TO HARD FOR YOUR MONEY, DONT GIVE IT TO THESE IDIOTS!

THEY DO NOT HAVE WARRANTIES. SO IF THERE PEOPLE RIP YOUR FURNITURE AND THEY HAVE TO COME TO YOUR HOUSE. FORGET IT. I AM OUT 2,000 DOLLARS SINCE CYNTHIA BOAGUESS THE OWNER. BEWARE SHOP ELSEWARE. I BOUGHT A LEATHER 2 RECLINER COUCH IT CAME TO ME RIPPERD. 5 TIMES PEOPLE HAD TO COME OUT TO FIX THE COUCH AND AFTER THE 2ND ONE THE OWNER SAID IT DOES NOT HAVE A WARRANTY AND MY COUCH HAS BEEN RUINED SINCE DAY 1. HORRIBLE CUSTOMER SERVICE. BUYER BEWARE. THANKS I WOULDN'T EVEN GIVE THEM A 1.0 IS MORE LIKE IT.

After waiting to long to receive my order. I call the customer care center to see if I could pick my order up. I was told yes, only to get to the warehouse and they tell me I wasn't able to pick it up. He'll After a 2 month wait and they were blaming it on th Covid 19. The least they could of did was allowed me to get it. My order was placed on Jan 2. I have canceled my order. Why BECAUSE I WAS THERE TO PICK UP WHAT THEY COULDN'T DELIVER! Bad for business!

If I could rate this a zero I would! I bought a sectional sofa and a complete bedroom set December 21. I was told I would receive my couch within 4 weeks - I was told I would receive my left arm and right arm sofa on 12/31/2021 between 1:15 pm and 4:15 pm - that did not happen - the delivery times changed numerous times without any notice and then I only received one piece of my couch. Spent most of the day on the phone with so called customer service with no resolution to my issues. I am being told it is the holidays so I should be patient - Who delivers half a couch? Ashley furniture does! Then I am being told it will be May 2022 before I receive the rest of my furniture! Really? I have asked for the store manager to call me but they never do as I have been waiting for over three days and no calls. I made a trip back to the store to speak to a manager but he was out sick. I spoke to a fill in manager but he was not much help as he had no clue when I would receive my furniture. How does a place stay in business when they continue to treat customers the way they do? Had I read the reviews before making my purchase I definitely would not have bought anything. I would stay far away from this store as possible unless you have the patient to deal with all the broken promises, no call backs, no updates when delivery changes, getting wrong information from each person you speak to. It is obvious Ashley furniture does not care about their customers at all. It has been four days now and I am still waiting for a phone call. Guess I will have to make a trip back to the store and more than likely cancel my order because having to wait six months for furniture is unacceptable! Who wants to get furniture a piece at a time? When you buy a sectional sofa you expect to get the entire sofa not one piece. I was given dates for the rest of my furniture with each date delivering one piece of furniture and not the entire set. Buyers beware - say clear of this store. I will never purchase anything from this store nor would I recommend this store to anyone!

I have not only a manufacturer direct warranty on things like springs and frames (5 years), but we also purchased an additional warranty through Protectall. We had delivery damage on an item that Ashley sent a repair tech to handle, but it was also noted that there may be unseen damage. Two years later, that unseen damage has surfaced. Ashley will NOT help us, stating this is a Protectall warranty issue. Protectall is saying this is a manufacturer warranty issue (Ashley Signature Design is the manufacturer). For two weeks are getting a run around with overseas support for both entities, and the bottom line is NEITHER will help us. We received in writing the guarantee of warranty for five years, and we have emailed and uploaded the proof of this, yet no one will honor the warranty that came with the furniture nor the warranty we purchased. Neither entity will even send out a tech to review the situation because they are both caught up pointing the finger at each other for responsibility. Ashley Furniture is a SHAM and is a DISHONEST, MISLEADING entity. They are fraudulently offering warranties of which they have no intention of honoring. The biggest issue becuase I cannot get American customer support no matter how many different phone numbers have been given to me.

An Ashley Furniture Dura blend sofa and loveseat were purchased for me as a gift by a family friend. Dura blend is, allegedly, a combination of real leather and faux leather.

It wasnt long before there was some minor peeling on both pieces which escalated into EXTREME peeling. This should NOT be happening within a few years of minor use. Both pieces are peeling in places that are never even touched! It need not be used it shreds itself. The quality of the material (DuraBlend) is cheap!

Every day, all day, with chronic back pain, I pick up pieces of the sofa and loveseat. I find pieces on my clothing and in the shower... everywhere! I weigh 98 pounds and have no pets. The sofa and loveseat continue to peel and come apart. There is no excuse for such poor quality.

On the DuraBlend information card the first descriptive word is durable! That word should have a question mark following it. (Durable?)... Another descriptive phrase on the card is sophisticated look and feel. Please see the photos. Does that say sophistication? It should say Belongs in dumpster. Sophistication? I am embarrassed to invite people into my home. When I do, they always leave with pieces of the sofa and loveseat attached to their clothing. A souvenir of sophistication.

Stated on the tag is - Made by Ashley furniture Industries, Inc. Well Ashley, I need a REPLACEMENT sofa and loveseat of a similar color and shape BUT pieces that will NOT PEEL that ARE ACTUALLY durable and sophisticated in look and feel.

Signed,
Feeling and looking TIRED, bending over every day to pick up pieces of YOUR DuraBlend. Sick of looking at shredded furniture claiming to be durable.

My delivery date was changed without any notice to me, and no help from Ashley. This is unacceptable!