Ashely HomeStore

I ordered furniture from Ashley Homestore on June 6, 2020. Upon realizing the furniture would not fit in my new place, I decided to cancel my order. I called to cancel and texted the sales representative to cancel my order on June 12, 2020 (I have the text messages and call records as proof). I received confirmation my order would be cancelled, and I would be refunded. After calling multiple times and being on hold for hours, I learned on June 20, 2020 that my order was NOT cancelled. I then drove 30 minutes to store location to cancel my order in person (because it's impossible to speak to representative at the store). After being rudely greeted, I was finally told my refund would be processed within 7-10 business days. It has been 12 business days, and I have not received my refund. I'm AGAIN on hold and cannot contact the store. I've already had to pay interest on the purchases on my credit card once and will have to pay it again if I do not receive my refund.

WE paid for 1 sofa and 2 desks to be delivered the last week of june to the first week of july. this did not happen. Phones all over the USA were not answered, no one answered email. The sites were not present and discontinued, phone messages were the same on all phones, (this is due to Covid Virus, call during hours of service, the lines are over loaded) This went on for 2 days. The delivery date was not set, and to find out, the sofa could be delivered at one time and desks maybe in 10 weeks. This info you could not find out any place on the web, email sites, phones, delivery sites. We were told that we may not receive out money and a 10% cancel charge would be due even though on one of the sites on policy, I read there would be no punishment for cancelations. This company and all of the people involved need to be fired and dissolve the company.

I ordered a sofa from Ashley HomeStore the 2nd week of June. I have received no communication regarding my order. I have called corporate, the store, and the customer service number but have not been able to speak to anyone. I even reached out to the company through social media but have only received automatic replies. My order was over $500 and I still do not have the product I paid for. This lack of communication and lack of quality customer service is abysmal and unacceptable!

Bought $3000 bedroom set from them. Supposed to deliver 6/20/2020 on 6/20 we find out the order got cancelled. Rescheduled for 7/1, the bedroom set they attempted to deliver was not a new set and had been damaged. Delivery rescheduled for 7/7, the same issue occurred. Wholly unprofessional staff. Impossible to get on the phone. Overall lousy service. Borderline fraudsters trying to pass off damaged furniture as new.

I have been fighting with Ashley about this product for the past 7 months. This product is dangerous in my home. My children have gotten hurt.
I have been fighting with Ashley Home Furniture about this product for the past 7 months. This product is dangerous in my home to my children. I have called them about this issue back in September, and explained to them that there were looses staples in this sofa. My child got injured and was cut by the exposed staple. Absolutely nobody has called me. Ever since we got the replaced sofa, we have again been noticing staples coming out of this sofa. I tried to remove the exposed ones out. This should not be the case. I'm afraid to even have my kids go and sit there because of all the loose staples. I've left numerous voice mails, since October 2019, for them to please call me. Last week my son was laying on the sofa and I heard a scream, and I went to see him and there was another staple sticking out of a cushion. The staple cut his back. I emailed them pictures of my sons back and also the scar he had in his leg from the incident in September. I do not want this product in my home. There is something not right with this product. The sofa I have in my home is a replacement because the 1st sofa had staples exposed. We have been having the same issue with the replacement. Nobody cares to do anything about it. My husband and I started to look deeper in the sofa and found some inside the cushions and in some other parts. I am stating that this product is dangerous in my house and I do not want it inside my home. There has to something that can be done. I made a purchase of a little more then 5k form Ashely, and they don't have the curtsey to even call back a client. This is not acceptable.

I purchased furniture set at Ashley Store furniture in Naperville, IL. Only partial order was delivered as scheduled. Missing 2 pieces were rescheduled for later delivery. There was no communication regarding new deliver dates whatsoever. I also ordered set of lanterns that were supposed to de shipped via UPS. As of 6/22/2020, there lanterns did not arrive. When I called the store, twice within a week, the store did not pick up the phone and after 45 minutes on the line it was redirected to the customer cr 1877-314-8457. The customer care person directed me to call....home store in Naperville. When explained the situation, I was put on old for another 45 minutes. There is no resolution for my complaint.

I purchased a storage bed, mattress, and a couch from Ashley Furniture via online, on May 3rd 2020. The reason I am using the Shaumburg store is because the sales person who helped me out was working out of the Shaumburg store that day. Everything was fine to begin with until it came time for my furniture to be delivered. Ashley Furniture does not remove any old items you are replacing that is your responsibility.
The first delivery I got a text message for me to confirm the date and time as well as the product that would be delivered. The couch was not part of that delivery. Someone from their call center called me a few days before the delivery and let me know the mattress was on back order and would be delivered the following week. I asked about the couch she said that was also on back order and would be delivered the following week with the mattress. I told her thank you for calling and letting me know.
She also asked me if I wanted to wait and have all the items delivered at the same time and I told her no just go ahead and bring the bed. They delivered the bed and assembled it for me.
The second delivery that was scheduled for the following week. I got the same text asking me to confirm the delivery date, time, and the items that were being delivered, which stated the couch and the mattress. I waited until the day before the delivery before I got rid of my couch. I thought someone would call as they did before if the mattress or the couch was not going to be delivered. I never received a call, so I rightfully assumed I was getting both items. To my dismay when the delivery came it was only my mattress and not the couch. I called customer service, and mind you, you are on hold for a least 30 minutes before anyone answers the call. Most of the time you have to try over and over through out the day and hope someone answers. The first person I called was the sales rep that sold me the furniture. He would never answer any of my calls or my text messages, so I gave up on him. Anyway when I did get to speak with someone they told me the couch was on back order and I couldn't get it until June 6th or something like that. So now I have not couch because I have already gotten rid of mine. The point of this complaint is I got rid of my couch, because no one called to tell me my was on back order and no one at Ashley Furniture cares. Over the past month I have spent a lot of time talking with different people and never getting anywhere. I have asked if they could give me a loaner couch until my comes in, the person I talked to said she would find out but I have never heard back from her. I also told her if they will not do that for me I want them to come and get the bed and mattress, because I do not want to do business with them. I will take my business to someone that actually cares about their customers. She did give me her cell number and the store she was out of but no one answers either phone. I would like you to know that I have talked to at least 7 or 8 different people that represent Ashley Furniture about this issue. Almost everyone says the same thing. They tell me they have sent a message to the sales rep and he should contact me within 24 hours but that never happens. 2 people from the call center created a ticket, they told me would go to a manager and they have a 3 hour window to respond that also never happened. And now here I am spending my time putting in a complaint with the Revdex.com when all that had to take place was someone to let me know the couch was on back order so I did not get rid of mine. I can't even get Ashley Furniture to come back and get the bed and mattress, because it doesn't matter what anyone says nothing happens and that is very sad. A month later I am still without a couch and Ashley Furniture has done nothing to resolve my issue. There is a lot more to this story but what I have written is the jist of it.

On December 29, 2017 we bought a dining room table with 6 chairs and an island with two stools. Item number for the dining room table is D712-25. Order No. 170543060. We purchased a 5 year furniture protection plan with our purchase. Total invoice amount $2,495.42.

Beginning of July 2018, we noticed the center of the table was buckling, bubbles were forming in the wood. I called Ashley and they said we had to file a claim. We were provided a text to send pictures and a follow up text was sent stating they received the pictures and would call us back. We did not hear back so we followed up and to our surprise, no one at Ashley knew anything about our claim, no notes in the system, no one recognized the number for the text, nothing. With that being said, we called customer service and went through the entire process again on July 13th, 2018. This time we kept the text messages and advised the caller we were doing so. Same process, we were provided a text number and told to send pictures and someone would contact us.

We never received a call back. So we sent a text to the number that responded to us and received a text back stating not to reply to these messages as they are usually never seen, nor are they logged. Is that why we never received a call back? So we called the store, who instructed us to call customer service. I did and customer service told us to call the store.

On July 22, we were sent a text to contact GBS and file a claim, so I did. GBS said I could not file a claim because the furniture was still covered under the Ashley 1 year manufacturer warranty and I was told to deal with the store that I purchased the furniture from. We contacted the store manager, spoke to Star, explained the run around and she told us to go into the store and pick out a new dining table and she would credit the amount we spent on the table, towards a new purchase.

We went into the store a few days later (we had prior engagements with our children) and found a table, but no one at the store knew anything about our situation. We had to buy the table in hopes we would get a credit afterwards. We were not comfortable with that answer, so we left. The next day we tried to call Star back and we were told she was on leave and no one could help us since there were no notes in the file. We were told we needed to contact GBS and file a claim.

Needless to say, this went on for another 6 months and I was told to wait until the 1 year manufacturer warranty was up and call GBS again and file a claim. Guess what, GBS will not cover this or file a claim because of the timing this problem took place. They said this should have been handled by Ashley's warranty. The best they could do is send a certified repair technician out and pass the bill to me. I called customer service again and the assistant manager at the Store in Joliet IL, Mila, advise there were no notes in the system regarding any of this and she was unable to help. Ashley furniture is no longer Corporate owned and is now a franchise owned by Chad Spencer, therefore the managers at the Joliet, IL store cannot do anything for us.

We went to the distribution store in Romeoville, IL and saw several tables in the clearance section with the same issues, buckling, bubbles in the table. This seems to be a manufacturer problem.

I am appalled at the run around and lack of assistance from such a huge corporation. We are not asking for anything that we did not pay for? We are simply asking to have our table replaced or repaired so we can sit at our table as family and not feel disgusted. Since then, the chairs and stools are scratching at an alarming rate and they look hideous along with the table.

This monstrosity of "customer care" is disgusting and leaves me to lose all faith in the idea of warranties and Ashley Furniture.
The lack of responsibility between all involved is unreal. Countless hours away from our children, unnecessary stress and heartbreak dealing with something that WE PAID FOR WITH NO RESOLUTION, leaves me with no words.

This is the second time I am filing a complaint against this business. After the first complaint, a Trarina Paige of DSG contacted me, and we came to an agreement regarding my complaint. She was to credit my Genesis credit card account $130.00. I gave her my account information. After not seeing a credit on my account for months, Ms. Paige agreed to credit my account an additional $100.00 for a total of $230.00. This whole incident started last October. She keeps claiming that Genesis cannot find my account even though I have sent her my monthly bill twice. I don't know which one of them is screwing this up, but Ashley Furniture's delivery guys ruined my bedroom floor. When I went to pick up my furniture from their warehouse after being advised it was there, they gave it to someone else because only three pieces of my furniture was available for me to pick up. I rented a truck for what could have been picked up in my pickup truck for free. The $130.00 credit was for the truck rental. They didn't give me a dime to fix my brand new bedroom floor. The additional $100.00 credit was for the fact that they keep giving me the runaround. And here we are seven months later and I still do not have a credit. Her information is Trarina Paige, DSG, 1045 Crossroads Parkway, Romeoville, Illinois 60446. Her phone number is 630-410-5902. Genesis FS Card Services, PO Box 84049, Columbus, GA 31908.

I purchased 2 swivel recliners on 03/01/2020 from Ashley Homestore in Algonquin. by mid April the foot rest section of the recliner had the padding shifted so you rested your legs on wooden slats covered on fabric. On 4/22/20 I contacted Customer Service. I was told my warranty was over. I explained my furniture was 6 weeks old. The rep told me my complaint would be forwarded to the repair group and I would be contacted in 24 - 48 hours. That did not happen.

Called customer service again on 4/27/20 and this time was told they would put a tickle on my request to be contacted by Repair group. I asked if I could speak with the Customer Service Co-Ordinator myself and was told they were gone for the day. It was 2:30 p.m. I asked if they could call me back next day and was told they wouldn't be in. I asked if because of Covid-19 were they doing in home repairs and she told me she didn't know.

After that phone call, I tried contacting the store. No answer except Customer Service. Since I had already spoken with them twice, without results, I hung up.
I tried "contact Us" on the website, no response.

On 4/30/20 I called customer service, no answer after 18 minutes.

on 5/01/20 I decided I no longer wanted a repair, I wanted to return the chairs, called Customer Service and was disconnected after 10 minutes.

I tried calling Corporate, spoke with an operator who told me the store in Algonquin was a Franchise and corporate couldn't help me. I have been frustrated and waiting for the store to reopen, then I thought perhaps Revdex.com could help me.

I PLACED AN ORDER FOR TWO MATTRESS AND I RECEIVED ONE, I HAVE BEEN TRYING TO GET IN TOUCH WITH THEM TO CANCEL THE REMAINING ORDER AND TO SEE ABOUT RETURNING THE ONE RECEIVED BUT NO ONE GETS BACK TO ME. I HAVE LEFT SEVERAL MESSAGES AT THE NUMBER THEY LIST ON THEIR WEBSITE FOR CUSTOMER SERVICE AND THEY SAY THEY WILL CALL BACK WITHIN 72HRS. I STILL HAVE NOT RECEIVED A CALL BACK TO SEE HOW TO PROCEED WITH THE RETURN. NOW THE 2ND MATTRESS IS ON ITS WAY, THE ONE I WANTED TO CANCEL. THE FIRST TIME I LEFT A MESSAGE WAS ON TUESDAY MAY 12TH AND IT IS NOW MAY 19TH.

I'm incredibly disappointed and frustrated as we have continued to work patiently with Ashley to try to resolve our issues over the last 4 months.

Summary of our process:

Placed 3 orders at Chicago S. Loop Store between Jan and Feb
Delivery by 3rd party vendor was wildly mishandled, including rolling boxes on their side over and over in to my building. 3 of the 4 items were damaged.
Worked with the Store Manager, Robin, to resolve. She promised a 25% refund, PLUS delivery fees refunded.
Robin NEVER followed up with us on any of the many occasions we called her.
Emailed Ashley customer service only to receive an email saying that department and the stores are different entities and they cannot offer any support
Using Twitter, I reached out to Ashley for help, the support request was sent to Trarina Paige, who helped get replacements delivered
Trarina communicated to us - in writing - that she understood the refund request and had to confirm with the store manager, which she was unable to do before she left your organization.
Again, I reached out to Ashley via Twitter for help, that's when you called.
You submitted a ticket to a department supporting stores while they are closed to follow up on the remaining refund and replacement deliveries.
That department called me today, and AGAIN, told me they cannot help me with anything other than deliveries, that I have to wait for the store to reopen, and could not provide any other avenue of support (e.g. District Manager or otherwise)

I'm not entirely sure why this has been so challenging or why Ashley is so incredibly disjointed as an organization. It is May and we placed our orders in January, it's completely unacceptable that we are still dealing with this.

We purchased a dining room set in March 2019. 2 of the benches and 1 of the chairs have cracked (the benches in half). We purchased a protection plan that is not being honored. This furniture is unstable, made poorly and cost thousands of dollars and I am getting no where with their customer service department OR the protection plan company. This furniture is a year old!!!

I ordered furniture March 15, 2020 they told me a wedge was on back order. I asked if they could do a partial delivery and we would wait for the wedge to come in. They delivered a partial order. On that delivery they had brought out a damaged armless recliner for our set. I had it sent back. They called me to schedule another delivery I said I don't want them to come out and deliver until they have all my pieces.. so they rescheduled for when they would have both pieces needed. They called me back rescheduled it said they have the pieces they were going to deliver. I said thats fine. Here we are May 5th, 2020 they tried to deliver just out armless recliner. I said no don't take it off the truck I said I wanted both pieces and if you don't have both pieces then I'm not taking it. After waiting almost 2 months we have been rescheduled 4 times and we don't have our full set and we are paying on it with no hope in sight of getting all of our furniture.

COVID-19 affected Ashley Furniture by online demands and communication lines.

I purchased furniture from Ashley on 10/12/2019, with a delivery date of 11/2/2019. I notified Ashley of an issue with the furniture chair shortly after delivery. I contacted the customer service number and that is when the nightmare began. After numerous phone calls and long wait times, I was told to send in pictures. I finally got an appointment of 11/14/2019. After this visit I noticed an issue that did not exist prior to this repair; here we go again with phone calls, long wait times, pictures. The next appointment was scheduled 12/19/2019. After this visit there is still an issue with the chair and I can't convince anyone that the chair should be replaced including local management; who informs me that corporate makes that decision. So I called and asked for the corporate address and was told that information was not given out. I hand delivered a letter to Mattie at the front desk on 1/20/2020 at 1:00 pm. I received a call from the service department and another repair visit is scheduled for 1/30/2019. After this visit the chair is still not repaired properly. The repair tech is telling me now that parts are needed and he will put in that request (Ashley do not see a need for an exchange of the chair). On 2/3/2020 and 2/17/2020 I receive arm material, have no idea why and another visit is scheduled for 3/5/2020. The tech has no idea why covers were sent and not parts. I received a phone call and finally an exchange is scheduled for 4/10/2020. Upon delivery I checked the chair and the issues I had with the other one was not present. I then discover it was much worst I have been delivered a USED chair that has filth film down the back left side of the chair. I immediately call and here we go again numerous call, long wait times and pictures, which by the way they are saying they can not see the dirt. I guess I am now a liar. This buying experience has been the worst I have ever had, not to mention the stress of it all. Now with the Pandemic going on I know phone wait times will now be longer.

I registered a complaint about the store they said they would replace two broken drawers for me. They promised to replace them. They have brought 5 wrong things.This has been going on. Since the last week of February. Nothing has been corrected the complaint was 1***9.

I went to the store and told them I wanted the under bed storage drawer for my full bed. I talked to Jenna the office manager and showed pictures. I asked her to walk. with me and I would show her The drawer. She said she wouldn’t and I have had four deliveries of the wrong drawer. The last time the delivery man called the store and told them they ordered the wrong thing. He even gave them the right number for the drawer. I was told it would be here in seven to fourteen days. It is going on a month, no drawer.

I also keep getting a mattress delivered. I cancelled this order and keep sending it back Two months ago and asked for a refund They keep sending it back. I didn’t make an order for an additional mattress. So I have made 20 calls. Depending who I talk too they do or don’t know of this order. I have had six attempts at delivering the wrong thing. The Customer Service doesn’t help. And hung up on me twice saying I only ordered a mattress.

I would also like to cancel there Protection Plan. I found these damages the day after the delivery and they haven’t been corrected in two months.

On May8,2019, I purchased a new sofa with a corner chaise and was delivered after about 2 weeks. My wife and I did not really use the sofa much before our 2 months vacation. After we came back and started to use the sofa, we noticed that the foam of the cushions (all 3 seats) lost density and firmness. I contacted the store, the 866-***8 and 877-*** numbers provided to me to have them replace the foams for the 3 cushions but they claimed that they could not. They opened and closed a service case number ***. The reason given to me was that the cause is wear and tear and this is not covered under warranty.

I disagree with the wear and tear reason they claimed because the sofa/seats were not really used much and the lifespan of a quality foam/cushion should last more than few months.

Just spent over 6k on a new bedroom set and mattress. On February 20, 2020, I received my new bedroom set with NO MATTRESS!! I called the store and was told, "Sorry, someone should have told you about that. I was told I would have my mattress in about a month, UNACCEPTABLE!! Finally got them down to 7 days. On top of that, ALL of the furniture that was delivered was damaged/broken. I did not sign for the furniture. The 2 guys that delivered it left before I could inspect and refuse the furniture. They have attempted to deliver 3 other sets of furniture. All sets of furniture have been damaged. We have had to take days off of work only to continually receive broken furniture. We are being told by Customer Service they will not refund our money. The store told us they will not refund our Money, we would only get store credit. WE DO NOT WANT TO PURCHASE ANYTHING ELSE FROM THEM AS EVERYTHING THEY HAVE BROUGHT US HAS BEEN DAMAGED. We simply want our money back.

NOVEMBER 29, 2019, I WENT INTO THE STORE AND MADE A PURCHASE FOR 2 DRESSERS, 1 MIRROR, I DROP LEAF TABLE and 4 SIDE CHAIRS. TOTAL PAID WAS $1084.76 THE SALESPERSON TOOK ,Y ORDER AND SHE INFORMED ME THAT THE TABLE AND CHAIRS WERE ON BACK ORDER WHICH OBVIOUSLY MEANS IT COULDN'T BE SHOWN IN-STORE. SHE INDICATED THAT IT WOULD BE DELIVERED ON DECEMBER 10, 2019, ALONG WITH THE BEDROOM FURNITURE. I CALLED THE STORE AND AGREED TO HAVE THE DELIVERY CHANGED TO DECEMBER 20, 2019, TO GIVE THEM ADDITIONAL TIME TO GET THE BACK-ORDERED FURNITURE IN STOCK.ON DECEMBER 19, 2019, THE EVENING BEFORE THE SCHEDULED DELIVERY WHICH IS NOW MORE THAN 3 WEEKS SINCE THE ORDER WAS PLACED. THE CALLER STATED THE CHAIRS WERE STILL ON BACK ORDER AND WOULD NOT BE AVAILABLE FOR DELIVERY UNTIL SATURDAY, DECEMBER 28, 2019. I WAS TOLD THAT THE TABLE WOULD BE DELIVERED, BUT THE CHAIRS WERE STILL ON BACK ORDER. WE WEE EXPECTING CHRISTMAS DINNER AND HAD TO AY FOR RENTAL FURNITURE AS THIS TOTALLY DISRUPTED OUR PLANNED DINNER.SATURDAY, DECEMBER 28, 2019, SINCE I HAD NOT RECEIVED ANY CALL REGARDING A "WINDOW OF TIME" FOR THE PROMISED DELIVERY, I INQUIRED AND WAS TOLD THAT THE CHAIRS WERE STILL ON BACK ORDER AND NOW THE PROMISED DATE IS JANUARY 6,2020, I NEVER RECEIVED A CALL FROM ASHLEY STORE APOLOGIZING FOR THE MISSTEPS AND POOR CUSTOMER SERVICE I SENT A COPY OF THIS LETTER (CERTIFIED) TO THE 1) SALESPERSON2) VICE PRESIDENT OF CUSTOMER CARE3) AFTER NOT HEARING ANYTHING FROM THE STORE WHERE THE BUSINESS WAS TRANSACTED, I REACHED OUT AGAIN VIA CERTIFIED MAIL TO ASHLEY FURNITURE INDUSTRIES, WHO INFORMED ME THAT THE STORES ARE OPERATED AND OWNED INDEPENDENTLY AND THEY HAVE NO AUTHORITY TO INTERVENE. HOWEVER, THEY INDICATED THAT THEY WOULD FORWARD MY CONCERNS TO THE APPROPRIATE CUSTOMER CARE MANAGEMENT TEAM FOR FURTHER REVIEW.NEEDLESS TO SAY, TO THIS DATE, I HAVE RECEIVED NOT ONE FORM OF EMPATHY OR ANY COMMUNICATION ADDRESSING THIS ISSUE.THE ONLY CALLS I RECEIVED WERE FROM THE DELIVERY PERSONNEL WANTING TO DELIVERProduct_Or_Service: BEDROOM AND KITCHEN SETAccount_Number: