Ashely HomeStore

We bought multiple items, first delivery date was missed, 2nd delivery date 3 days later was postponed. Rescheduled to a week later when the date for delivery was confirmed all items were not available. When the items that were available were delivered the bed was damaged. The head board and foot board were returned. The sofa and love seat purchased stayed along with the railing for the bed. Today we were informed that delivery for the night stands and replacement of the damage bed would not happen until 4-8-20? We asked to cancel the order and were told we would have to pay a 10% stocking fee.

Furniture delivered damaged. Draws warped, paint scratched, hole. In drawer. Called customer 15 times. Sent replacement drawers, were the wrong ones. Now they wanted to send out a technician but that will mean I will have damaged furniture for 6 weeks. I asked to replace them but nice I reported 24 hours after it is delivered I have to wait for repair. Very frustrating.

Sales team told us product (sofa) came apart so we would be able to move it into room we purchased it for. Upon pickup it does not come apart so would it fit through doorway. We were told product dimensions upon purchase but when picked up dimensions were different. Company only refunded 90% of purchase.

I purchased a new home and decided to furnish a bedroom, dining room and living room by Ashley Furniture. Let’s start with the bedroom the bed had to had a service order as the LED lights were broken. The dining room set included a bench. The very first person to sit in the bend (my daughter) they day they delivered it broke down the middle. They sent me a new one and upon inspection while the delivery man was bringing it in he indicated it too was broken in the same spot. A third bench had to be sent to me. To this day no one has sat on it as it clearly has a design flaw of no support in the middle of the bench. Now go the living room set. The day they delivered it one of the pillows has a nice tear in it. They delivered a new one. Also the center table was missing the arms so they nailed them to me via a service order. Two months later one of the arms snapped and they sent me new ones again. Around the same time I noticed the sofa was sunken down to almost touching the floor. Ashley sent a service man over and upon opening the sofa he discovered the center beam had been broken in half prior to me purchasing it and a pine board was screwed to the broken center beam to fix it and the upholstery was stapled back on to hide this all and sold to me as new. I called Ashley and they refused to give me compensation. Their only offer was a replacement which I absolutely refuse due to shady business dealings and poor quality of products.

Back in Dec early Jan I purchased a sectional couch from this company, it was delivered Jan 18 only half the sectional was delivered, I waited 3 weeks for the rest of the couch, and after they left I noticed it was broken. Defective I complained and the Manager Karen gave me a pamphlet with a number for repair service, the repair service came and they said it was defective, karen tells me I have to deal with shaw the repair company, I didn't buy it from shaw I bought it from Ashley home store, bottom line I have a broken couch and out of 1,200 and no one resolves this. Ineed this taken care of please, thank you.

Purchased a KingSized bed frame from the store along with a dresser a trunk and a nightstand. The nightstand had a broken rail inside although eventually this was fixed. The bed frame came with two left brackets and when the delivery team sent by the store put it together instead of telling us the pieces weren’t correct decided to proceed anyway and botched the install. We found out 6 months later when the left side of the bed collapsed and the side rail and base frame were damaged. We were still in our warranty so they sent a new rail out and scheduled the fix 35 days after. The repair guy gets here and points out two issues, the first is that the wood of the new rail won’t match the frame because of mass production. The second issue was the discovery that the install was botched because he had 2 left brackets and not a right side bracket. We contacted Ashley Furniture to simply ask for a new bed since the furniture wouldn’t be the quality we purchased based on mismatch colors and the damage to the base near the drawer which was politely ignored by them. They informed us that that wouldn’t happen and sent two brackets and rescheduled a repair for another 30 days out. If we would’ve looked at a bed frame that was mismatched wood in the store we wouldn’t have purchased it. We bought a protection plan that told us to contact the store as well as paid for a delivery that was not correctly done.

The Island I purchased on 4/13/19 has a 1 year warranty against manufacturers defects. The top surface is delaminating. I sent info and pictures of the damage. A service tech was to call for scheduling, no call. So, I called Customer service again, and they said it was not covered
under Manufacturers defect and we must have had water penetrate the surface.
They finally gave me Supervisor(Harley J at Texas regional ), and she stated the same, and nothing they would do.
This is a wood product that I did not choose, but the manufacturer did choose. So, it is the manufacturers wood choice that is in question.
I have tried all avenues thru the company, and end up in the same place, a Table top not covered in their warranty, and cant sit a plate on it flat.

I signed a sales agreement in early January of 2020 for a couch to be delivered to my new home on January 30, 2020 that I was told at the time of signing the agreement was available. I received a call on January 29, 2020 that the store did not select the proper distribution center and that I would not be receiving the couch on my agreed upon delivery date because it was not available. I called the store to understand what was happening and they told me that they provided me availability of the incorrect DC and they do not have visibility to the correct DC's inventory.I called customer care who told me the couch wasn't available until January 2021, possibly March 2020 but they aren't sure. They told me the store needs to handle this issue even though the store told me they couldn't see inventory availability at my location.I called the store to cancel the order as it was a year ETA after the original promised date. I was told I can cancel the order but I may have to pay a 10% cancellation fee. The associate was going to try to talk to her manager but wouldn't have an answer ready for me until 1/31.I called the consumer affairs line and they told me that for the help I needed, I need to talk to customer care.Customer care then told me, again, that there is nothing they can do for me besides asking the store to contact me.I am not responsible for the payment of a couch that I may or may not ever get, and if I'd like to cancel it, I will be responsible for a crenelation fee, even though the original sales order showed the couch was available and would be delivered on 1/30/2020. No on within Ashley Furniture is attempting to resolve this issue for me or escalate it even after customer care representatives acknowledges this is terrible customer service and that no customer should be treated like this. I am desperately seeking help. There is no one within Ashley Furniture who as the responsibility or accountability to resolve this issue.
Product_Or_Service: Sectional Sofa
Order_Number:

I went to purchase a bed for my mother. I was told on the delivery date that all the items were not available. I was told to reschedule the delivery which I did for 01/25/2020. I did not get a phone call. I was told that all the pieces were not in stock. My mother and I already took the bed outside. She is almost 60 years diabetic and issues with her legs.. We went into the store and was told by Wally that he spoke with his Regional Manager and that they we could get the bed on 01/28/2020 after 4 pm. I was told by Customer service that they would not honor the time. We had to refuse the order since we both are at work at that time. We have been left several messages about reschedule the order. The night manger knew about the this issue and hung up on my mother . His name was Jonathan R. We live in an apartment complex and may be charge due to the bedding being outside. We are very upset. If we want to even cancel the order we have to come in the store. This has been over a month.

I made a purchase at Ashley Furniture store located at *** in Burbank Il. My purchase total was close to 3k. I purchased a sofa, and two chairs. The full purchase amount was placed on my ***y, Ashley furniture card. There is another company that I was also approved for credit with for 1200.00. I am uncertain about how the two got mixed up, but this card was also charged 1200.00 which is incorrect. Contact with ***y bank, who informed me that the full purchase amount for the sofa and 2 chairs was placed on my card with them, not this other company. now I am having difficulty having this other company remove the additional charge of 1200.00 due to the something that this location is sending them stating that this card was used, in which it was not.

I purchased a bedroom set with mattress/box spring it was delivered yesterday January 10 it's definitely not a firm mattress my daughter slept on it last night and says it's the worst night sleep she's ever had. Call Ashley this morning 1/11 and the manager tell me the sale is final no refund or exchange and they're nothing she can do for me this is crazy I definitely would have taken my business elsewhere if I would have known of they this policy

I went in to purchase a bedroom set for my daughter on 1/4/2020. The sales representative (Melissa ***) did a great job helping us find what we needed. I came back the next day (1/5/2020) with my wife to determine if I wanted a full size or queen size. We decided to get a queen size bed so I needed a mattress and was shown a few mattresses and decided to get one. I was told there was a satisfaction guarantee on the products so I signed the paperwork. Today I realized that $1,500.00 mattress (More than the bedroom set) was too much mattress for 15 year old daughter. Therefore, I called the store to cancel the order for the mattress but I still wanted to keep the bedroom set and was considering purchasing a sectional couch for $4,000.00 in the next couple months. The manager informed me that I could cancel but insisted that I needed to pay them a 10% cancellation fee which I did not expect. The message I received was the store manager was more concerned with the $170.00 in profit for the return instead of the profit from the future purchases. Needless to say I am not happy with the enforcement of Ashley Homestores business practices.

Purchased a *** Leather Reclining Power Sofa and Rocker Recliner in Nov 2015. In early 2016 the material began to peel off. ASHLEY replaced with a new cover, an arm rest, seat cover and back rest. The furniture continues to peel away. A claim was filed with Ashley in Oct 2019 to no avail. We have called 20 times and continue to get the run around from Ashley Furniture. We call the customer service line, they tell us we have to call "Memphis" location and Memphis tells us we have to call "Texas" location. Each representative we have spoken with gives us the same information, running around. At one point in time, the claim was actually closed, without a resolution, and then reopened and we started over again. We have provided pictures of the furniture on numerous occasions. My husband has documented every phone call since October. Our claim # is ***. We spent close to $1800 and our furniture is falling apart. ASHLEY has yet to give us any indication of a resolution. It's been the same run around with each phone call. We have done everything they have asked of us, several times over. We even purchased the additional warranty, which provided to be useless.

On November 28, 2019 I purchased A queen bed, mattress, foundation and nightstand ***) from the Ashley Furniture store in Geneva, IL for our corporate townhouse. I explained I needed it by 12/7/2019 as our CEO was coming into town and this needed to be finished prior to his arrival. Blake *** said no problem and set it up for delivery on 12/7/2019.
On 12/5/2019 I received a text confirming the pieces that were being delivered, which was everything I purchased. On 12/6/2019 at 2:32pm I received a voicemail from Campbell at Ashley Furniture that the bedframe would not be on the truck for delivery but could be delivered the following week. At this point I called Blake at the Geneva location and explained the issue, I could not understand how on Thursday I was texted a confirmation and then on Friday towards the end of the day I get a phone call. Blake said he would see what he could do, he said he would call me back. Blake called me back to inform me that he could send out a metal bed frame so the bed had something to set on and would update me on Saturday on the delivery of the rest of the bed. He stated that the rest of the bed appeared to be coming in on Sunday and he would do his best to get it to me before Wednesday, 12/11/2019.
On Saturday, 12/7/2019 at 7:18pm I realized Blake still had not contacted me, so I called the store and spoke with Matt because Blake was helping a customer. I explained no one had contacted me but was told someone would. Matt stated oh yeah, we just heard from the warehouse that it would be delivered on Wednesday. I explained that Wednesday would not work as the CEO of the company I work with was coming into town on Wednesday and this needed to be finished. Matt stated he would work with delivery and make sure I was the first delivery on the truck for Wednesday.
On Monday, 12/9/2019 I received the delivery text confirming my delivery for Wednesday 12/11/2019 between 11:15am-2:15pm. WHAT!?! Thank you, Matt, for NOT doing your job. At this point I am sure you can understand my frustration and I called the store AGAIN at 2:55pm. Lori took my information and said she would call me back shortly as Blake was off on Monday and Tuesday. As I heard nothing at 5:09pm I called the store, was placed on hold and Andrew picked up the phone. I explained what was going on and stated Lori did not call me back. Andrew stated he had my order in front of him and he was calling me back, but I beat him to punch. Whatever. Andrew stated he would see what he could do to get my delivery sooner and would call me back by 10:30am on Tuesday. At 10:39am on Tuesday, 12/10/2019 Andrew called me back, apologized for being 9 minutes late in calling, and stated he could not move the delivery time any, but it should be there closer to the 11:15am time. At 4:58pm I got another call from Ashley Furniture stating the bed may not be able to be delivered on Wednesday and would need to be scheduled for the following week. I told the person no it won’t, if it is not delivered on Wednesday 12/11/2019, you can cancel the order. At 4:59pm I called Andrew to inform him of the call I just received, he said he would call me back in 30 minutes. At 5:13pm Andrew called me back and stated what is happening is the bed is coming in on a truck tonight and for them to receive it in and load it on the truck for delivery tomorrow was a gamble. I asked if there was anything in the warehouse that he could substitute as the CEO was arriving and I needed something in that room for a headboard. He called me back at 7:14pm to inform me no there was not.
I cannot express how disappointed I am with Ashley furniture’s lack of follow through, the customer service has been disgraceful and feel I have been not only lied to multiple times but given the run around. I will NEVER darken the doorway of an Ashley furniture again. I will put up with the pushy sales people of ***, because at least they don’t over promise and under deliver!

My experience with your company has been HORRIBLE! I purchased my furniture 11/27/19 with a delivery date of 12/04/19, no one called to confirm. Went into store scheduled for 12/12/19, day of I received a call at noon stating my order wasn't coming due to trunk malfunction. Scheduled then for 12/13/19 with a time frame of 12:45-3:45 and a 30 min heads up. On 12/13/19 @ 11:57 received call they were at my home. Told driver I was 20 min away with no heads up, the driver told me he would wait. 23 minutes later I pulled up to my home. Driver gone and no answer to texts nor call. Called dispatch and store I purchased from was told there was nothing that could be done and someone would call me with a new delivery date of 12/20/19 almost A MONTH after purchasing and making all the arrangements and told it was a MAYBE! VERY UPSET!!! I want what I paid for!!!

I purchased a couch @ 18 months ago. The couch has seen normal wear and every single cushion on the couch has become unusable because the inner cushion has "popped" causing all the filling become uneven. The couch is now an unsightly mess and, after less than 2 years, we need to purchase another couch to replace this one. The cushions on this couch are either poorly constructed or defective and I would like a replacement couch.

Purchase date 09/29/19. Paid in full by debit card. Est delivery 10/21/19. Sales order ***. On delivery one piece were missing, so we cancel whole order. Never even received/unload that order. Cancelation date 11/13/19. Went to store which is Ashley Romeoville Outlet located in *** Romeoville, IL 60446 many times. Store send refund request to corporate office many times. Last one was on 12/5/19. Store clerks as Adriana and Rosse keep telling us that they did everything what they could do on they'r end and we have to call corporate office. When we do call *** clerks as Shenoa or Carmen say that they do not see any information about refund. They just see order canceled, and we have to go back to the store. All this is repeating already 3 times, and we are waiting for our refund way too long

We went to the store in Algonquin, Illinois after a 6 month search for a new mattress. We asked the salesman Paul if the mattress we were looking at came with any sort of guarantee. He claimed it was backed by a 30 day comfort guarantee. 25 days after owning the mattress I started experiencing severe back pain. In those 25 days I had been to my doctor twice to try to find some answers and some relief. He asked if we had purchased a new mattress after I told him we did he said that the mattress is not the right fit for me. Perfect that is what the guarantee, we were assured we had, was good for! We went into the store to exchange the mattress for a firmer one only to be told that the mattress we purchased is the only mattress in the store that does not come with the comfort guarantee. We were also told that Paul is not longer an employee there so they could not even verify that he had told that. The only solution they gave us was to purchase and adjustable base for $1400 or buy a whole new mattress full price!

I experienced the absolute worst delivery experience ever. I wouldn't recommend delivery service from Ashley furniture to anybody. I scheduled my delivery 12/7 after purchasing 11/16 as that was the soonest day available. After waiting weeks for the furniture, I was so excited for this date only to be disappointed. First, they did not arrive til close to 5pm. I could tell as soon as they arrived, they did not want to work. One driver looked at the door, and told me BOTH SOFAS PURCHASED wouldn't fit through the door. Did not measure or attempt to. The tables and cabinet were delivered inside . Still, no answer or attempt on what we would do with the sofas. After discussing options and asking if he could measure and being told no cause he already knew, we got no where so I told him to just leave it in the garage and go. He then said, " I CAN DISASSEMBLE AND REASSEMBLE THE SECTIONAL SOFA FOR AN ADDITIONAL $ 80 CASH" EXCUSE ME ? I HAD IN HOME DELIVERY, THIS WAS INCLUDED. WHEN I ASKED HIM TO ADD THIS COST TO BILL, HE SAID IT HAD TO BE CASH. That is when I knew it was a FRAUD and he wanted money from me because I was a girl and alone. He then made an inappropriate comment in Spanish and did not know I knew the language as I do not appear Hispanic. Whoa. Then One driver touched me and I was FURIOUS!! SO UNCALLED FOR. After feeling very uncomfortable with the delivery drivers, I stepped outside and let them build the tables and cabinet I purchased. I just wanted them out of my house already! Once they left, I was asked for cash again for tip. So I gave the cash I had left and told them to go. Both sofas were left in the garage. The cabinet came with NO HARDWARE'S, NO SCREWS, AND NO SHELVES. I HAVE ATTEMPTED TO CONTACT ASHLEY FURNITURE AND NO LUCK. I HAVE BEEN HUNG UP ON AND AT THIS POINT I AM SO DISAPPOINTED IN THIS COMPANY. $2500 WORTH OF FURNITURE AND THIS IS THE DELIVERY EXPERIENCE I HAD. I WOULD LIKE A FULL REFUND FOR THE PIECE THAT IS MISSING PARTS AS NOW MY PARTS ARE ON BACKORDER FOR WEEKS

Ashleys LIED to sell me furniture protection insurance.
I Purchased couches 12/16/2018, I bought the couch at *** Downers Grove IL 60515 on 12/15/2018. was sold on the idea that the insurance or protection plan fully covered a full cleaning of my purchase and was NOT the case. When I called the place they told me it was only spot clean, I proceeded to
my local Ashleys store and was told BY THE MANAGER THERE that through this protection program "MY COUCH SHOULD BE FULLY CLEANED NOT JUST SPOT CLEANED THROUGH THIS PROTECTION PLAN" Now I as a CONSUMER take an issue with this, as ASHLEYS is NOT training their staff properly to what the consumer is actually purchasing, they are leading customers to believe that if they purchase this "protection plan" they would get full wash which is COMPLETELY UNTRUE. Furthermore ASHLEY S is STILL claiming incorrect information. THIS SHOULD NEVER HAPPEN TO ANY CONSUMER! I feel cheated and lied to and worse yet this cleaning company further stained my couch!
This man showed up IN AN UNMARKED VEHICLE OR TAG/WORK CLOTHES INDICATING HE IS FROM YOUR COMPANY OR ASHELEYS. Are people just to assume that these people truly work for them and allow them entrance into their home?
This man further STAINED my couch further with his brush. Ruined my couch sleeves and worse yet made it stink!!! He stated that I can call and do a claim and I would get sent new couch sleeves, BUT they would NOT be the same color.
NOW my couch SMELLS VERY BAD, from what ever dirty brush or water was used to "clean" the stain!

I need my COUCH COMPLETELY REPLACED AS CUSHIONS ARE SAID TO NOT MATCH THE SAME COLOR AND I WILL NOT ACCEPT ANY LESS.