Ashley Homestore

I write to express my disappointment, frustrations and worse experience I went thought with Ashley store. I bought dining chairs on March 1,2021, which was supposed to be delivered in 4-8 week. After several calls to Ashley's stores, I was given 3rd week in May, then first week in June and on and on. In the end, it took 16 weeks to get the chairs. Meanwhile, three day after the purchase i went to the store to make some changes, I was told, I will be charged 10% of the purchased cost in order to make a change. Anyways...
After waiting for 16 weeks for my chairs, the delivery team showed up finally, Thank God. The delivery guys started by saying, since, I didn't paid for a white gloves services they will just drop it at my door step. Knowing that i have paid, I tried explaining to them with evidence but he went on the phone with someone and he came back saying, his boss want him to bring the chairs back to the warehouse, like seriously? The guy was so rude and don't want to listen to me and then drove off the van. I quickly called guest care services and mail a copy indicating my payment but nobody get back to again.

What an insult? In line of this, we cancel our house warming party, because our family and friends will have no chairs to sit on. My families coming form Toronto and BC has to cancelled their flights as well and now they are still dealing with respective airlines for refunds. We also have to cancel food deliveries and pay a percentage for breach of contract. I don't even whether I can host the house warming again. Ashely's store have ruin my family get together and family memorable moments which supposed to be held on Canada's Day.
I called several managers who promised to investigate and called back but none of them get back to me. Mohammed is one of the managers and can attest to this.
The chairs were finally delivered on July 3, but unfortunately 2 of them were wobbling so I reported it to guest care services and they sent me a video to watch and fix it myself. Really? If I can fix chairs, I wouldn't have paid for white gloves service. The wobbling chairs haven't been fixed till date.
This my personal experience, so if you are planning to buy from Ashely store, you have to revisit your decision.

DO NOT BUY FROM ASHLEY FURNITURE! THIS IS THE ABSOLUTE WORST FURNITURE COMPANY

I replaced every piece of furnature in my house expect for my dining room table and chairs. Everything, even lamps. All of which I bought from Ashley furniture. I've spent close to 40,000$. For that amount of money I should have to deal with 2 out of every 3 items having some form of damage or issues with how it was put together. Who ever is building this furnature and, these accessories must be the lowest bidder, as he quality of craftsmanship is a hair above the garbage that the brick sells. It is taking weeks to months just to get a tech out to fix a single issue.

Update: it has now been over 10 weeks and a tech has not called, nor has Ashley home care.

Update: after 3+ months a technician finally came to repair one item, which he didn't.
He declared it to be within Ashleys standards. One part of the sectional is raised an inch higher than the rest of the sectional. The inside legs do not even touch the ground. I paid for all the protection and it is absolutely useless. He declared it within standards and now Ashley furnature has declined to repair, replace or refund. This is not what it looked like in the showroom and I'd this is their standard, than they do not have any standards whatsoever. Absolute garbage and a waste of $3000+ on this sectional. The customer care is rude and atrocious. The 'owner' may reply on here making it look like they're trying to help, but nothing could be further from the truth.

If you've been burned by this company, get the word out and tell every one of your friends and family. Prevent as many people as you can from getting ripped off by this company.

My husband and I purchased our first piece of furniture from Ashley to furnish our new and first home. We were excited. Waited about 3 weeks almost 4 for item. No biggie. Delivery men came on time. First, the men were super quick but a language barrier. They as putting the pieces together kept sliding the couch on my newly finished hardwood floors which they scratched. I tried asking them not to. Also- the couch was different appearing color and style wise vs my order. The guys did not even give me a chance to explain or inspect as the delivery instructions inform you to inspect. They just hurried and left. I called right away due to the product was not right and sitting on it, hardest stiffest couch ever. It hurt so bad to sit and get up. I asked for an immediate return an refund in which their policy says you have 72 hours to report damages, incorrect items or simply unhappiness. I called not even an hour after delivery. The rep took down my info and I was told because the weekend the team that handles returns was not in but would call me Monday. I got my call- sadly I missed it due to working. I called right back...the number listed in voicemail. The rep made me repeat the whole scenario-mind you on Saturday I had already reviewed my dissatisfaction with 2 reps. I re-explained and was told a call be report would be made and I would hear in 24-72 hours because this rep didn't handle returns/refunds...and also no way to direct me? I explained I was told to call that number. So I was told I would get an email AND phone call that day. I only received an email towards end of day in which I returned ASAP. Then got a reply they would review and get back in 3-5 business days. Meanwhile I am living with a couch I don't want and never directly speaking to anyone. I called back, once again rep said they couldn't help me. Directed to Manager who was the rudest woman ever who basically said I could not be helped and to stop calling. And when i tried to voice my frustration basically did not care. Terrible experience and I would never buy from again.

I purchased 2 separate orders from Ashely Furniture Homestore Lake City, FL in Oct, 2022 total amount $2,829.38. Fraud and Scammers! Breach of Contract! Unable to deliver my Order within the Terms of the Contract, took my money and now running. The business is now closed.

Henry Clay Gibson
Gibsons Furniture Store of Lake City, LLC
HCG FURNITURE OF WAYCROSS LLC
Dba Ashley Home Store HCG PROPERTIES LLC / HCG WAREHOUSE LLC
161 Southwest Faith Road
Lake City, Florida *******

513 Tebeau St / 2215 Memorial Dr #22
Waycross, GA

192 S Virginia Ave
Tifton, GA

Todd Wanek's Ashley Furniture Industries
Dba Kingswere Furniture
Multiple Locations Florida

We bought furniture here in may of 2021 chair came in broke and I still broke and we purchased warranty this sucks just like the store

Put bed frame headboard together with power tools instead of included Allen wrench and stripped Allen wrench bolts.

Worst experience ever! We ordered a sofa and Loveseat from Ashley store in Sarasota and it was delivered on Dec. 8th. The love had a defect in the fabric. The delivery guy took a picture and was going to follow up with the store. Didn't happen! I was then instructed by customer care to take pictures and submit them which I did but customer care said they need 7pictures(should have told me the first time). Called my sales rep and he said this was Ashley's procedure, when all they had to do was give me a replacement cushion. It has been three weeks and I never heard anything. Called the 800 number on my claim and the system directed me to the Ashley store in Port Charlotte(WHICH IS CLOSED!). Finally got someone in customer service and they said they were sending a technical out on Jan 6.(no one notified me of this!) to inspect the defect(why have me send pictures?) their whole customer service system is the worst ever. I should have refused delivery of the love seat. I tried a number of times unsuccessfully to talk to the store manager. I would never recommend this store their system and customer service is awful!

Jan 24th update I was supposed to get a call bout the afternoon delivery of the 24th received no call or anything. After waiting on the phone over 25minutes for a store manager I called the customer service # and found out the sofa cushion hadn't arrived at the warehouse. The delivery will need to be rescheduled when the cushion arrives at the warehouse. This is the poorest customer service!

I am a Senior and was looking for a Sofa Chaise for my living room. When I went to the store from start to finish that day all was well. At first I gave them a 5 Star, but after my experience with delivery, colour of Sofa, being mis-lead about refunds, if I could, I would give this store ZERO stars. The sofa they delievered was the wrong colour. I thought I was getting sort of white with brown flecks but it turns out they sent me a (Slate Grey) colour and there is no grey in my whole house. I asked for a refund and for them to pick up the sofa and take it back. I was given the run around and was told that I would not be given a refund but an exchange. I told them I wanted a full refund and after arguing since the 28 of July finally was told that I would get my refund but would be charged 10% restocking fee and only after the sofa was picked up and delievered to the warehouse. I told them it was their fault and that I needed all of my money back to which they finally agreed after my having an arugument with the Assistant Manager. I had to go back to the store so many times to find out what was going on with my refund. Each time I got a different story. First time they said 3 to 5 business days, then next time 7 business days and last time 10 business days. I was also told that because they did not have my email address that they would be sending me a cheque. Well that was a lie because they were sending me emails about sales. I had to fight with them to get my refund by e-transfer. As it is it will take 7 business days for my refund to appear in my bank account. So here I am with no sofa to sit on, and I am sitting on a hard chair while I wait for my refund to get back into my bank so that I can purchase another sofa. Had I read the reviews for this store I would have never shopped there, so it is important for people to read the reviews. Lesson learned for me.

Please avoid Thai store at all cost, DECEPTIVE Practices! Over priced items do not match the website. Will keep your money if you cancel your order.

Wanted a bed and headboard, no one at the store would help so we looked online, and it had only the option of assembly required. Not a problem for us so we ordered. Bed came and to our surprise, over half the pieces were missing. Spent an hour and 26 minutes on the phone getting transferred over and over, and even hung up on. No one cared and no one had any answers to have a full bed shipped to us and the other one shipped back. Finally got someone who seemed to care and said 1) a UPS shipping label would be emailed for us to put on the box (after repacking it up) and UPS would come and pick it up, and 2) a new bed would be shipped. NEVER received an email about UPS and instructions! A new bed did arrive but was left in the front yard in a rain storm. It was never delivered to our doorstep as it should have been. To no avail, no one would handle the issue; just a round and round scenario as before. Online service said I had to talk to the local store, that it was not their problem, yet, I DIDN'T ORDER FROM THE STORE! But, I decided to go in and see if someone could help. Online rep said the item was listed under the local store Parrot Group LLC so they had to take care of it. Local store was absolutely NO HELP! In fact, the denied that they have to help at all because I ordered online! SO in other words, no one will take responsibility. They dialed the customer care line and I spoke to a "manager" named Kirsten (spelling?) and she seemed to be helping and said my complaint with hopeful resolution would be "pushed up the chain" and "high priority" and I should receive an email or someone would call me. 4 days later... NOTHING. Obviously I am screwed. One bed with pieces missing, a second that is water logged. And no one will help, online nor local store. I will never be ordering from Ashley Furniture again. And anywhere I can find a site to post a review... be damned sure I will ;)

I placed an order with Ashley furniture and got a call to set up a partial delivery. They delivered a desk and bookshelf however, both items were damaged and missing hardware.

The delivery crew also damaged my home while delivering the wrong color sectional and ottoman. I refused the sectional and ottoman and while attempting to call the store about the broken desk and bookshelf, they had another person in my home sign for the delivery. They were not aware of what I was doing, since this sales contract was my purchase, and all decisions are to be made by me. By the time I realized what was happening, the delivery crew was leaving.

Once they left, I went immediately to the store and wanted to return the broken items and my request was refused. I was told that I could not cancel because someone had signed and accepted the order. They said that hardware will be sent to me to fix the desk and bookshelf myself. I never received the hardware and the items were under warranty so I shouldn't have to repair anything myself. I asked if I could just return the items and get a refund and was told that this was not possible.

I looked online at their website and noticed I was also being severely overcharged for the items. I asked for a price match and again was told no. At this time I cancelled the remaining items of my order as I had only received a partial order and got to work contacting the corporate office.

After much escalation, I finally get a call that they will be coming to pick up the broken items and refund me. It should not take customers going to corporate and above to get their money back on damaged items.

Great service good prices great delivery service
Great service good prices great delivery service
10 stars

I ordered everything at the same time. I got everything but my bunk bed and I'm still waiting …. It's been 1week.

Josh in the Glemdale AZ store went above and beyond in Customer Service
After several mix ups in delivery, he took over and made sure we got our new loveseat
THANK YOU JOSH

Customer service terrible, can't contact store due to no main switch board stay on hold for 2 days with messaging saying " all of our representatives are currently with other customers your call is important to us please stay on line and your call will be received in th order of which it was received ". Had to drive to store and Manager says company policies does not let them have switch board. Chair was delivered damaged and every date that we were told of replacement delivery was constantly moved forward another 4 weeks after receiving an email to set up delivery. I was told by supervisor on phone no exchange and they were not allowed to tell customer when set delivery per company policy. Into further conversion the rep said he could possibly pick up chair but only on pro rated valve, even though I paid for new item and never received an new condition chair plus delivery charge would probably reoccurr because I paid for one delivery of furniture, again company policy. Now this is when I went to the store and meet with manager and again company policy would not let him credit nor exchange any furniture all had to go through a main corporate customer service line, will we know how that went! Long and short of it is if I was smart enough to check reviews on BBB website I would have never purchased from Ashley, one other note there so call WHITE GLOVE 250.00 DELIVERY took place in about 5 minutes and then the delivery people acted as if that was to long. This review is just a summary, I could tell you more that you would not believe! Now I will spread the word and advise any and everyone not to purchase from Ashley home furnishing store. This will be one of my main objectives in life.

I purchased a complete dining room set from Ashley furniture store in farmingdale and our sales person was Benjamin Johnson. We ordered a dining room table, hutch and 10 padded chairs. The 1st delivery we accepted everything but the table top because there was a chip in the top of the center of the table. Delivery day number 2 the table top cam with a chip on the side. Delivery day number 3 they delivered the same table as delivery date number 2 with the chip on the side. Delivery date number 4 we finally got an undamaged table. So that's 4 days off from work that they never offered or compensated me for. Also on every delivery the driver stated oh that can be fixed. Just accept the delivery and they will send a repair man to come fix the table. Only to find out that once I accept the table if the repair guy cannot fix the table I have to accept it as is. I find out the issue is the drivers or Ashley do not get paid until I receive and accept all of my delivery. So every time I did not accept the table top the drivers marked my order as delivered so they can get paid. I would then have to call Ashley and have them change the order as not complete which takes a few days. Meanwhile I cannot reschedule a new delivery date until they clear the computer as not a complete delivery. I have been in contact with the salesman Benjamin Johnson and have had not one callback or communication from corporate. I just get a message from the salesman that he will take care of it and call corporate directly. Still not one communication from anyone. This has gone on so long that my salesman Benjamin Johnson is now the assistant manager. He told me I have some pull now I will take care of it, we'll months later and still not one communication. I will never purchase from them again and I would advise you to be cautious.

I ordered a leather sectional that was delivered on 6/4/22 with the wrong layout, so they ordered another set and delivered it on 6/14/22, but it was damaged, with scratches on every piece. Also, the corner piece didnt connect to the sofa properly, So the delivery guys took pictures of all of this and now Im waiting on my third delivery. They sent me a text on 6/23/22 asking me to confirm delivery of my furniture between 11:45 AM and 2:45 PM. They called that day and told me that they wouldnt be bringing it because it wasnt in the warehouse. They again sent me a text for delivery on 7/1/22 between 8:15 AM and 11:15 AM. They never showed up or called. When I called them they told me that all my pieces werent in the warehouse yet. Once again, they sent me a text to set up delivery on 7/9/22 between 2:00 PM AND 5:00 PM. I waited until 4:30 that day and I called asking where they were. The rep told me that my furniture wasnt in the warehouse yet. At this point I just would like to sever my ties with them and I asked them to come and pick up their furniture because what they are doing is bad business and I dont want to deal with them anymore. They have billed me, so I've made payments in order to keep my credit good. All of the pieces were scratched up when they brought them to me and I do not want them. They said that they cannot offer me a refund, they can only exchange or offer me 30% off of the damaged furniture that I already have. So, on 8/4/22, they delivered my 4th set of furniture and one of the pieces is scuffed, of course. Now I'm waiting for another delivery on 8/13/22! I HATE ASHLEY FURNITURE! I regret the day that I walked through their doors on 5/27/22. I won't let any of my friends or family make the mistake I made without warning them about what they could possibly be opening themselves up for. To make matters worse, every time they make a delivery to my house, I get a new scratch on my hardwood floors! They have also scratched up my new front door and door facing. Just want you to know what they are about if you discover problems with their furniture. They will not let you out of the contract that they, in fact, broke.

The salespersons are polite friendly and have good information - Jeckle
The telephone customer service, and furniture repair are horrible - HYDE
Some technicians do a decent job - Jeckle
But, when you get the technicians who mess up, they will not stand up or behind their mess and as the customer we are still left dealing with what could have been a slight problem with a simple replacement, but has now become a horrible experience because of the Hydes who hide behind a horrible policy of sending multiple technicians, disrupting the schedule/time of the paying customer to repair a defective recliner instead of replacing the item as shown early on in this process. 6 months later we stare, daily, in horror at a defective recliner that was called in on the evening of the 1st day of delivery.
Because I have purchased multiple furniture items that are good, Ashley furniture is entitled to a star - but on the other hand - the customer service (previous and presently with persons named "lovely" and supervisor "Jennifer" has been horrible - HYDE)! So if you get Ashley, check out the furniture carefully - DO NOT BE RUSHED! Once you sign off on delivery, the niceties (Jeckle) are done and you are subject to the horror of the Hyde experience.

Everyone told me not to buy here because their customer service is the worst in the world! But, It was the only place I could buy two specific piece I wanted to make my life easier because I was going to have surgery.

Well, all my friends were right. I am kicking myself of course.

I ordered two pieces that took me about 4 hours of searching on. That was supposed to be in stock and could be delivered before my surgery which would be in 3 wks. My wonderful sales person (David) worked very hard as we went through the whole store looking for pieces that would work for me and would be delivered on time.

I schedule my day off for delivery date. They were good about notifying me about delivery and time. Delivery comes and they only have 1 of my 2 pieces, ask them where the other is... they don't know they are just delivery people.

I call Ashley's which in itself is a hassle as you have to go through customer service for all of Ashley's. No one speaks proper English, she was Hispanic with a heavy accent. (sorry if that offends but I could not understand 1 word from the first person I talked too, had to call again to get someone I could understand). You have to answer all kinds of questions about why you want to talk to that Ashley's store. What the hell? Why can not just call the store I want to and talk to someone, without going through 40 questions?

Anyway, I talk to another sales person finally (Andrew) because my sales person was off today. Andrew is very nice and tries to help me but says what he found out is my 2nd piece is now delayed a month because they over booked the truck and the only other piece they have in warehouse is scratched. (well glad they didn't send me that one.) But how the heck do you over book a truck? You don't know how much your trucks can carry? And I bought something that you said you had in warehouse and you didn't know that one was scratched before you sold it to me?

Why didn't I listen to my friends? They said I would have nothing but headaches! Someone get me some Advil please!

We purchased a loveseat on April 23rd and it was delivered on April 27th. That was all fine and dandy but then came the issues. 2 weeks after we got it the foot rest broke. I called up Ashley warranty and told them about the situation. Well first of all they wanted me to take a picture of the serial number on the loveseat. It's underneath the foot rest. I told him no I can't get on the floor I'm disabled. Well anyway the order was placed. Kyle came out from Ashley and looked at the footrest and of course it looked broken. So he ordered the part. Well it came about 10 days later. He came back and fixed it. OK well 2 weeks later both chairs of the loveseat foot rest broke. So Kyle comes out again and looks at both of them. Well he said "I'll gave to talk to my manager about this and get back to you." I said OK. Well I get a call from her on that Sunday (he came out on Saturday). She basically told me that they were NOT going to fix the chairs because it seems that someone sit in it hard or maybe a dog sat in it blah blah blah. I said are you serious. She said well since they are so close together we can't fix them. It's not under warranty. I told her we only had them for a couple months. She said it didn't matter. I would post pictures but I'm on my computer and the pictures are on my phone. My husband is sitting in a broken chair. The foot rest isn't even, he has to push the love seat against the wall so he can sit in it. Yes the back of it is broken now. This is a defect and they won't replace it! We have been getting furniture through them for 10 years. I'm done doing business with them. Should be investigated by the BBB. I can't get new furniture at the moment because we put this furniture on our Ashley credit card. So now I have to save at least $800 to buy a new loveseat somewhere else! Do not EVER by furniture from them. I hope they go out of business. They are not professional.

DO NOT SHOP HERE! GO SOMEWHERE ELSE! I ordered a recliner and it took me 10 days to get it and it was wrong. Wrong color, it was manual not electric. My dad didn't know what kind I ordered and I had to work so I couldn't be there when it was delivered. Something that expensive you think they would get it right. When I get home I was mortified. Now I have called customer service 3 times and they have NO IDEA what they are doing. She said someone would get back to me in 24-48 hours so I waited a day and called back and they had drawn up a ticket on my warranty not my recliner that was completely wrong. So finally got through to the store and they told me they would call me back in 30 minutes. Two and half hours later I had to call them back and spoke to the salesman that sold me the recliner. He said I would not get a new one for another 10 or more days and he acted surprised when I said the one I wanted was brown and the one I got is gray. I want a brown recliner! But according to their policy there are no returns so I am stuck with this recliner until I get my new one that I don't know for sure it is the right color. This place is a JOKE. DO NOT SHOP HERE! Go to Factory Direct on South Terrace. I ordered a couch and kitchen table and got them here in 2 days and they were correct. ASHLEY FURNITURE IS HORRIBLE! DO NOT BUY FURNITURE THERE!

BEWARE everyone! I saw a great instagram video from an influencer showing how beautiful her closet sustem from Ashley Furniture was once installed. And for the price I thought wow can't beat that… well now I know the price is lower than most, because you NEVER receive what you pay for NOR do you receive a refund! When I tell you Ashley furniture is the GHETTO of furniture companies, that is a reality here. Google reviews and you see just how many people have been scammed by this ghetto company! They sent me a tracking #. However I didn't realize how many boxes I was suppose to receive until after I hired someone to put this all together. They sent me 3 boxes. The contractor started putting the unit together and showed me I have the wrong size drawers, different colored drawers(I ordered a white system but got a brown drawer, and white drawers that didn't fit together, and I'm missing all the pieces that will allow me to actually hang my clothes. We both realized a box was missing, I had to dig and find out that the other box never left the warehouse. When I call Ashley they send you oversees this way you never get anywhere. When you demand to speak to someone in the states they still will NOT help you. They give you the run around asking for a picture of the box the pieces came in or saying you must donate the pieces to Good will before a refund. Problem is I already paid someone to build this thing, and the box was thrown away to conserve space while being built. They REFUSE to send you another box or do anything right by the customer. STAY AWAY! They receive free money from you for a product you will never receive.

Recliner purchased by my parent was manufactured poorly extremely uncomfortable nothing, like the unit in store on sales floor STAY AWAY from this company.