Ashely HomeStore

I am writing to complain about a purchase made from Ashley home store for a bedroom set on 09/02/2018. The paint on the furniture was bubbling up, staining showing visible spots on the dresser table. Upon noticing that I called Ashley right away to complain. They exchanged the dresser with another one but the second one had the same issues and they sent someone for inspection. The technician came and attempted to repair but the polish did not match and made it worse showing oily stains. This was then reported to Ashley by the technician and myself but they refused to exchange or take any action. I have been stuck with a damaged dresser from start and been dealing with them for this long which has been very frustrating.

Less then a year old cushion wear out repair tech came and said need to replace cushion core Ashley send outer covers rebecca from ashleyin downers grove said it came in a set she would call us when the core came in we called her multiple times and she said not to call her she call us when the core came in after months we call corp now they change repair service they send out a tech the tech tried generic filler the tech and I agreed in didn't work so in was going to order the cores ashley called and said we wear out of warranty and they wear done salesmen and manger said if there was problems ln 1 year it would replace or refunded

On 11-2-19, I purchased a sofa from the above listed store. On 11-6-19, the sofa was delivered and unfortunately did not fit into the basement stairwell. The delivery men took the sofa back to their truck and drove away without communicating anything to me. I went to the store who informed me that the delivery men said I cancelled my order. I never cancelled my order. When I purchased the sofa on 11-2-19 the only thing explained to me by the sales person, Melissa *** was if I elected to cancel the order after it arrived I would get penalized 10%. The agents at corporate have been extremely professional and helpful, but the store manager, named Bridget, in Orland Park, IL refuses to answer calls from me and has also refused to answer calls from corporate and refused to answer emails from corporate. Although corporate has been helpful, they can not help get my refund for me. The store continues to say they can not refund me. I have no furniture and I was charged $705.00 for this sofa. I am seeking a refund. I am elderly and am on a fixed income. This is poor practice, unprofessional, and does not make sense that a store can not issue a refund for a purchase. Corporate informed me that this was a "no fault to the customer delivery" and a refund should be issued. The store in Orland Park refuses to issue a refund. In addition to contacting you, I have notified my credit card company to flag the purchase and/or place a stop payment.

Requested a repair to be scheduled on multiple occasions with no follow through. customer service has been the absolute worst. I call to be left on hold for literally hours. I email and no one responds. I just want my couch fixed.

I purchased two loveseats from Ashley furniture in July 2018. At the time I read reviews that said the couch slums have a lead to the center which concerned me enough to ask the salesman what would happen if I ran into this problem. He suggested I buy the warrantee and said that if there is any type of issue such as I described it would be covered. Now I reach out just over a year after purchasing because the couch is virtually unusable as you roll into the center every time you try and sit on it. This creates great problem as I am the caregiver for a handicapped family member who can Not even sit on the love seat because it does not provide adequate support. I have reached out to the store and to their guest response team who basically told me they sympathize with the fact that the salesman misinformed me but it’s my problem now and there’s nothing they will do. I think this is a horrible way to deceive customers just to make a sale and that is exactly what was done in my opinion. I was informed that there is a one year manufacturer warranty only when I called this month After speaking to the warranty company who also told me it’s not their problem. I was under the impression I had five years as I had bought the service plan. Very deceptive sales practices and blatant lying to make the sale and the customer pays the price down the road as Ashley basically says you’re out of luck.

I have tried numerous times for the past few weeks via email and phone contacting an individual by the name of Sharon H regarding my damaged furniture I bought from Ashely and was delivered to my home. When I first made a compliant, I was contacted by Ms. H regarding the compliant who promised me that I would have my furniture repaired along with some of my money back once I received the items to repair my furniture. Once I received the items, I called Ms. H and emailed her however, she has not returned any of my phone calls and emails. My furniture or money has not been repaired and/or returned after many attempts on my part to make contact.

Placed an order 3 weeks ago for furniture.have been missing a bunk bed and 2 dressers last 2 weeks. Drivers came yesterday with the same damage piece for bunk bed and damaged dresser! Just moved here. Kids haven't had beds or dressers to put clothes in!! This is a nightmare!

I completed an in-store purchase on Sunday, October 20th, 2019 at the Ashley Homestore located at:
*** Broadview IL 60155

My salesperson was Lorenzo O

I purchased a few items in the store, but upon arriving home, quickly realized a price discrepancy on Ashley's online store (AshleyFurniture.com).

It appears I was overcharged by purchasing in-store, rather than online, and I would like a price adjustment. If Ashley Furniture truly stands behind its "Price Match Promise" with other popular retailers, then the retailer should also honor a price match for their own items sold online.

I made several attempts to contact Customer Service (866-***) and calling the store directly, only to be left on hold for an unreasonable amount of time. I was never ever able to speak with anyone.

I took my complaints to Google Reviews and rated the location 1-star. It was only then I had an Ashley representative contact me less than 24 hours after the complaint was written. The individual name was Kelly L (***@ashleydsg.com) and she asked I contact her directly via email with details.

I submitted all required information on Wednesday, October 23rd at 8:54 AM, and Kelly stated that a rep from the Escalation department will contact me. Unfortunately, I missed the first (and last) call from this rep (Serena) on Wednesday, October 23rd at 9:44 AM. After multiple attempts to return the call and leave voicemails, Serena NEVER contacted me back.

I am submitting this complaint through Revdex.com in hopes of resolving this problem. I am able to provide all required documentation, including my receipt, emails, and price of the exact items listed on the online Ashley Homestore website.

I purchased a reclining sofa (among other furniture) on March 31st 2019. At first glance things looked ok when they were delivered, but after a few months we started seeing some cracks in the leather and some seams were starting to unravel and the seats were tilted to the sides. Obviously not what you expect from a brand new couch/recliner.

On august 10th, we reached out to Ashley's customer service line to get this addressed, we submitted pictures and asked if the couch could be replaced. To this they responded that this wasn't an option and that they would repair it. Ok, so far so good. They shipped some parts and they sent a technician to assess the couch, he saw that the parts that were shipped were the wrong ones and ordered some more parts. After the 2nd set of parts arrived, a new technician came and because they didn't schedule enough time for the amount of work needed, he only installed one side of the new back leather. He saw that the reason for the incline in the seats was the mechanisms, so he ordered those and the back wings who were broken. This was back in the beginning of October.

Now we are at the end of October, the mechanism arrived and the wings haven't. I called Ashley to see what's going on. They advised that the wings won't be shipped until DECEMBER 9th!! At this point I told the agent that this was unacceptable, I can't wait an additional month and a half with my broken couch. I asked if they could send a technician to get everything else fixed while the wings got shipped, they said that they won't send a technician until ALL parts have been shipped and delivered. THIS IS CRAZY!

I asked if I could return the couch for an even exchange or a refund, she talked with her managers and they denied it because "I choose to get it repaired"......REMINDER: I asked for a replacement in August when I called and they said that wan't an option! Thus, I didn't CHOOSE to get it repaired, I was TOLD it had to be repaired. This to me is MISLEADING and feels like they just SCAMMED me into a lenghty and ridiculous "repair process" because they didn't want to replace or refund the money. Horrible customer service and I WILL NEVER BUY FROM ASHLEY AGAIN.

We bought furniture at the end of July, 2019. We knew it was on back order until the beginning of September. Not having heard anything I called Ashley Furniture in the middle of September and was told that all furniture except the bed rails were ready to be picked up and the bed rails would be there by September 21st. So I said okay we will be in on September 28 to pick everything up. Rented a truck which cost us $130.00 to pick up the furniture. Got there and was told that only 3 out of 6 items were now available. Remember I was told everything was there and the bed rails would be there on September 21st. So now we wasted money renting a large truck. Called Customer Service and was given free delivery for the remaining items which really was the least they could do since we wasted money on a truck we didn't need. The furniture that was there would have fit in my son's truck which would have been free. Delivery came the following Friday and gouged and scratched my BRAND NEW bedroom floor. Did a great job putting the end of the bed over it so we couldn't see it immediately. Then a few days later a piece of the nightstand fell on the floor after the drawer was opened for the first time. Tried resolving it with Ashley Furniture but their escalation department is a joke. First lady, in her voice mail says you can e-mail her, but she never answers your e-mail. She calls but not a number that you can answer during the day, even though she has my direct work number but doesn't call it. Somehow a second lady called Tuesday as she was leaving for the day, once again not on the daytime number they've been told to call on, and said she would contact us on Wednesday. It's Thursday and she hasn't tried to call again. Left a phone number and extension, but when you call the extension number you get a recording saying it doesn't exist. Leave a voice mail in the general mailbox but don't get a call back. And of course no one ever answers that phone. Very aggravating having a damaged floor.

We purchased a 6,874.30 bedroom set with mattress. We asked the associate multiple times if the price she was quoting was for 7 piece set. She said yes. During the paper signing and payment being made. We were distracted by my husband having to be on the phone with the financial department and the other associates distracting me. We missed the fact that a peice was missing. We had a budget in mind. When upon delivery we saw that a peice was missing. When we called to ask about it we were told we shouldve looked over the paper work alittle closer. When I talked to the manager and asked if we could pick a different set that included the 7th peice we were told that we would loose 700 dollars and pay another 700 for the new set because of restocking fee. Also what was 20$ more a month added on to include the peice we wanted and was missing. Awful customer service and a very big inconvenience now having to wait longer for the whole set.

I am a psychotherapist and ordered furniture that was guaranteed the day of my first day with clients. I ordered it a month prior to when I needed it. They guaranteed it would be there. I confirmed delivery by text and it was supposed to be there from 9:15am-12:15 am as I have clients at 4:30. I looked the day before and it said I was stop #4. BUT THEN I LOOKED IN THE MORNING AND IT SAYS THE ORDER DOES NOT EXIST BY PHONE NUMBER OR ORDER NUMBER. Are you serious? I called corporate and they said "it looks like it's not happening today even though all pieces were in stock". That's it?!?!?!?!?!?! No apology. If I could give negative 100 stars, I would. I feel duped by this company and have no idea what to do with my clients who need mental health services and will be sitting on the floor or fold out chairs until this gets figured out. The store I purchased at also told me they could guarantee me a four hour block because of the freight elevator in the office building. I was told by corporate there is no such thing. I would have not purchased if this was the case as I only have a four hour window and will be praying it comes during that time.
I talked to corporate who stated to talk to the store about compensation. I talked to Manager A on 10/1 and he said they would refund my delivery fee of $149.99. I had not seen the credit so I called and talked to Customer Service on 10/8 who said they created the request and it takes 7-10 business days. I still do not have the refund. I talked to corporate this morning who said they do not have a request to refund in the system from that store and to contact the store as it should be in their system. I want the delivery fee refunded to my card.

Ashley furniture has been negligent on a furniture delivery that was supposed to be delivered July 12. When discussing with their customer service they give us a date that it’ll be re-delivered and when that date arrives we get a call saying that it is on back order. This chain of events has occurred six times with no end in sight. Ashley furniture has been negligent in their ability to deliver our furniture in a timely manner and has been difficult and resistance when a refund has been discussed.

I PURCHASED A 2 LAMP SET FROM ASHLEY THIS PAST WEEK. I HAVE NOT RECEIVED THEM YET, BUT NO LONGER NEED THEM. I WENT TO THE STORE AND ASKED HOW TO RETURN THEM AND CUSTOMER SERVICE ADVISED ME THAT I CANNOT RETURN THEM ONCE PURCHASED. THEY ARE NOT OPENED AND NOT EVEN RECEIVED YET, WHAT KIND OF RETURN POLICY IS THAT? I JUST PURCHASED A HOUSE AND OPENED AN ASHLEY CREDIT CARD ACCOUNT. THIS WAS MY FIRST TIME PURCHASING FROM ASHLEY FURNITURE AND WILL DEFINETLY BE MY LAST TIME PURCHASING FROM THEM. TAKING MY BUSINESS TO

Thursday morning on August 8, I went to Ashley Furniture to looking to purchase bedroom and living room furniture. I identified a king size bed and mattress on clearance along with adjustable base for the king mattress. I was assisted by the sales associate Kathy B. I asked her to write up the items and I would pay for my items after I was told of my clear to close (I was in the process of purchasing a new home).

On Friday, August 9th I returned to the store to pay for my purchases. The sales associate Kathy had problems updating my new address, (I had purchased from Ashley Furniture many years ago from a location in the south suburbs and my profile was still in their system). She had problems updating to my newly purchased condo and asked for assistance. A manager told her to enter the delivery address as the current address “it’s all that matters for delivery” is what the male manager stated and Kathy proceeded to set up the delivery. My delivery was set for Tuesday August 20th between the hours of 3:00p and 5:00p.

August 11th I get a text message, email and automatic phone call stating that I had a delivery schedule for Tuesday August 20th between the hours of 3p and 5p. to the address *** I called the number attached to the text message alert to speak with someone concerning this matter because my current address is ***. The customer service representative that took the call said that she had updated the delivery address.

On August 15th Kathy and I had a good experience so when she called and asked had I picked out a living room set and that Ashley Furniture was having a buy one item get the 2nd item half price I returned to Ashley Furniture to purchase a living room sectional and was given the same delivery date of August 20th that was also the delivery date of my bedroom furniture.

On August 16th I received text messages, emails and automatic phone calls stating my furniture delivery date and time. However it was a problem the address this time was correct but it didn’t match the time that was scheduled 3:00-5:00pm I called the delivery team and it was confirmed that I had two orders delivered on the same day but different times.

On August 19th I called to make sure that the correct address was listed because the calls, text ad emails never stopped. The customer service rep. tells me that the address she had was ***. for order #1 the bedroom furniture and *** for order #2 the living room sectional scheduled for Friday Aug. 20th as well. She started that she would make the correction for order #1 the bedroom furniture, however, she stated that since it was less than 24hrs for the change she could not guarantee the delivery would be success for the new address. And sure enough on August 20th everything that could go wrong did.

On August 20th around 4p I get an update call from the delivery driver that they would be 30 minutes away for my delivery to ***. Apt. ***. I notified the delivery person that my address was not 4800…. Instead I lived at ***. I was told by delivery that I would have to reschedule the delivery.

In the meantime, a white truck pulled up to the main entrance the passenger got out the truck took a picture of the address and pulled off. I watched the entire scene play out for I was sitting on my patio which is adjacent to the main lobby. I did not get an update call from them nor did they come at the time they stated nor did I recognize the white truck as my delivery team it had no markings. I live in a large complex many deliveries are done daily so I didn’t feel the need to approach them. However, I did get a text message stating that my delivery could not be completed.

I immediately called the delivery dispatch and was told that the driver could not get access to the building and they took a picture to prove they had come to the address. When I asked why hadn’t they called she stated she didn’t know because it was required. I called the store and asked to speak with a manager, the sales associate told me that the manager was not available so I asked for my sales associate that is when the rude customer service person “Ashley” is her name hung up on me.

I went into the store to request a refund at this point I had endured countless phone calls, text messages and one rude/ disconnected customer service representative after another. I had continued to receive conflicting information from one representative to the next and now “Ashley” has hung up on me. Upon entering the store I asked to speak with a manager after causing a scene the manager was finally came to the service desk. He apologized for the misunderstanding and offered to refund the delivery charges. He was a refreshing change from the way I had been treated up to that point and I was now living in an empty house sleeping on a blow up mattress so the thought of starting all over with a another furniture store was not what I wanted to do. So the manager offered to reschedule for August 23rd I accepted.

On August 23rd the living room sectional arrived I refused delivery because it was too small for the space. The bed was not the one that I had chosen in the store and there was no mattress. The delivery guys called their office inquiring about what to do about the bed and decided to leave and let me deal with the store. I went into the store spoke with my sales associate who cried to me explaining that she don’t know how she messed up and that she was so sorry and could I please not blame her because the company will penalize her paycheck. I spoke with the same manager again who was so angry about my bad luck. He offered to give me another mattress for the price of the clearance mattress and after the price adjustment on the bed everything actually ended up not costing me anything

Purchased King Size comforter from Store on 08/31/2019. Received partial order on 9/11/2019. Called Ashley Homecenter customer service for tracking of second part of order and was informed that they cannot track and cannot find the order. Meantime I found the item on ***.COM for $45.00 cheaper and guaranteed two day shipping. Went to the store on 9/15/2019 where they cancelled the remaining order and requested a refund to my credit card or check delivery to me from corporate. I was informed it should be credited within 1 week or less. I order from ***.com on Monday, 9/16/2019. I received two comforters on Wednesday, 9/18/2019. One from ***.com, the other from Ashley. I returned the comforter to the store on 09/19/2019 and indicated I yet to receive the refund. I was told it should arrive or credit my card any day. On 09/30/2019 I went back to the store to complain that I did not receive the refund. They resubmitted the request for the refund and provided me a receipt showing that I did in fact return the item to the store. I was informed that it will be expedited and expect it to be credited within 2-3 days. I still do not have my refund for $145.50

About a month ago, I ordered a 12 inch FULL, hybrid bed in a box with excellent manufacturer recommendations.I also ordered a sofa that was on sale as I was moving into a senior residence. A day before my delivery date, I was notified that the bed I ordered was not in stock/in the warehouse in any size. I explained that I was moving and needed my bed to sleep on when I arrived to my new residence. I have severe arthritic knees, respiratory difficulties and an autoimmune disorder..I cannot lower myself to the ground and if I would try, I would have great difficulty getting up. I told the office manager, Jenna, this. Jenna said she would send a comparable mattress. She told me she found an 8 inch (I ordered a 12 inch) mattress with a memory foam top. I said I wanted what I ordered. Jenna replied, “well, we are out of stock everywhere, so I will send you the 8 inch with the bed frame and headboard. I just wanted what I ordered and paid for.
I have been attempting to sleep on this mattress that was replaced from the mattress I ordered, for the past three nights. In three nights, I have slept a total of 7 hours!! The 8 inch mattress is as hard as cement, so very uncomfortable and I am experiencing harsh low back pain, hip pain and shoulder pain upon arising out of bed. I called to alert them to these problems and Ms. C went to the office manager, Jenna and without any satisfaction from Jenna, went to the store’s manager. Ms C said there is nothing they can do. I happen to know my originally ordered mattress is now in stock as they advertised this recently. Ms. C said the manager told her to tell me that there are mattresses in the store, if I want to spend a thousand dollars. Being on social security, that is an impossibility. ALL I WANT IS THE MATTRESS I ORDERED. PLEASE HELP ME. I am in misery with this mattress they supplied me with. I just want what I picked, what I ordered and what I paid for. I am so disappointed. I am in such discomfort. I just want to cry. Help me please!

I bought a couch and it was confirmed that the delivery date was October 1 I took a PTO day and followed all of their instructions which was to remove my couch any clutter and to make sure the floors were protected. My son disassembled the couch and throw it in the garbage since the couch was supposed to be delivered October 1 between 145 and 445 we did it in the morning at 10:30 I got a call stating that it wasn’t going to be delivered it was canceled because the warehouse had not received it and that it would be delivered on October 9 instead I lost a whole day of work my husband is disabled and can’t sit on the floor and now I have no couch this needs to be rectified and corrected it was not my fault I paid for the couch in full 9/1 and all they wanted to do was take off $59 for the delivery charge and it wasn’t even delivered as scheduled I lost a whole day of pay was on the phone all day back-and-forth trying to get my couch I spoke with four different people the sales rep who sold me the couch Lori *** gave me her cell number and she never called me back I then spoke with an Anna then Sherry which I held on for almost 15 minutes before my call was answered. I then was transferred to the manager Barbara who told me she was going to make some calls and get back to me . I ended up calling her at around 1pm. She was still working on it and said she would get back to me within an hour I never heard back and then I called the corporate HR and spoke with Kia ,she said they no longer own the store but was willing to help me and would call me next day since everything was closed. Spent all day on the phone now with this until 7 o’clock complaint. No one should ever go through with what I went through
Everyone I spoke could not give me an answer or help I now lost a whole days pay and I have no couch nowhere for me or my husband to sit for over a week so inconsiderate they couldn’t call me at least few days in Advance. I’m devastated .

I had purchased furniture (two bedroom sets) from Ashley Furniture the first week of May 2019. Delivery was scheduled for May 11th, 2019. When the furniture was delivered, it was damaged and we refused to sign for delivery and immediately called the numbers provided by the store at the time of purchase. The delivery men called their supervisor to notify them that we were refusing delivery and the delivery men left without notice or loading the furniture back up. We spoke with the store and they agreed to send out replacement furniture and take back the damaged furniture. We had 3 or 4 additional deliveries attempted but when Ashley showed up, the new furniture they brought to replace the damaged furniture was more damaged than the furniture we had originally delivered. We refused delivery each time. The last delivery was in late June 2019, and I asked the store for other options, either to keep the damaged furniture or exchange it, or just return it and go elsewhere. The store told me that they would have to check with management. The store called back and offered me $250 off to keep the damaged furniture, which was not sufficient. I let them know that I would talk with my husband and either come in to pick out something else or ask them to take the furniture back. I opened another case with Corporate office that same day to try and come to a resolution. I was told by corporate that someone from the regional management team would call me back within a few days. I did not hear anything. On July 2nd, 2019 Ashley refunded the $250 onto my credit card. On July 27 I opened another case with Ashley's corporate office to find out why I did not receive a call from management and that I still have ongoing issues with a delivery from early May. I was bounced around between a few different departments from July 27th until today August 14th and was given this as a final statement. Since Ashley processed a credit on my credit card, they will no longer work with me on anything, and that credit is me accepting the damaged furniture. I asked for proof I accepted the credit and to keep damaged furniture as is, and Ashley cannot produce proof. I never agreed to keep damaged furniture. I never signed to accept the original delivery either. I have tried for over three months to resolve the issues and now the company is telling me they will not do anything for me since they processed a credit to my account that was not authorized.

I originally placed an order with Ashley Furniture (Joliet Location) on 8/17/2019 for a kitchen table w/chairs and two end tables.The table and chairs were going to arrive around 8/27 and the end tables were on back order. Not an issue. We received the table on chairs on the date we agreed to with no problems. Then we received an email beginning of Sept. that the end tables were going to be delivered on Sept.17th we tracked the order all day only for 10pm to come and we didn't receive anything. So my we took the day off on the 18th to wait for the delivery and at 3pm called the phone number listed on the paperwork to find out whats going on with our end tables. We spoke to three different people 1st person had us on the line without saying anything not even their name. 2nd person Deena had issues with the microphone (a lot of static) kept bringing this to her attention and asked to speak to a Manager and she transferred me to the customer service line again! Spoke to a third person Alisha at 3:34pm and she said that our order was canceled and the only thing she can do is re-schedule our delivery for Sept. 26th, 27th or 29th. I reminded her that this is an inconvenience and I already took time off of work for this delivery and also waited over a month for my end tables! She said this is the soonest I can get my tables or I can schedule for something in October?! I Didn't even have the opportunity to speak to management because Alisha said they will tell me the same thing! So I scheduled it AGAIN for the Sept. 29th and hung up! Guess what today is the 29th and again I didn't receive anything! No delivery or notification of any kind! You know this is my first time ordering from Ashley and more then likely it's going to be the last time. With the lack of communication between the employees and their customers and the I don't care attitudes from the Customer Service Reps. who by the way should be retrained! YOU GUYS DIDN'T HESITATE TO TAKE MY MONEY (WHICH YOU STILL HAVE BY THE WAY) SO WHY AM I STILL WAITING FOR MY ORDER OVER A MONTH LATER?