Ashley Furniture Homestore

I purchased a sofa, a coffee table, and two end tables from Ashley Homestore in Huntsville, AL on August 3, 2019. First of all, I searched online and saw that the sofa that I loved at Ashley was for sale instore at $999, but online was $799. I decided to purchase instore since they could price match their online price and I thought it would be easier and faster to deliver it (Big Mistake). On the sales receipt that I signed, it states, "Please allow 3-6 weeks for delivery". I kept in contact with my sales representative on any updates for the delivery. She informed me that the tables were pushed out till November, however, I can get my sofa sooner, just needed the manager approval. Therefore, she informed me that my sofa would come in or around September 9, 2019. That week, in preparation for the delivery of my new sofa, I sold my old sofa. September 9th came and went and I asked my sales representative about an update. She was not able to get the information for an updated delivery. My husband was not pleased and felt like we were getting the run around. Sure, we have heard people have nightmare stories about Ashley Furniture delivery process... Friends and Family of ours have had to wait 3, sometimes 4 months for their furniture! I have bought from Ashley 10 years ago and had no issues, and I guess call me an optimist but I was hoping since it was such a small order, there would be no problems. My husband called the store to speak with a manager and left a message for the manager to call him back. No returned call, therefore, my husband went to the store to speak to her in person the next day. She informed him that the sofa is now pushed back till the end of October/beginning of November! This is completely unacceptable in our opinion and now my trust in what they are promising is completely gone. Because they breached their contract with me of having the delivery 3-6 weeks, we requested that the deal be null and void. They cancelled my contract and processed my refund. That very evening, I am now on the search, again, for a sofa. Mind you, I do not have one because we sold it, so I'm desperate. I am not finding anything I really like and I do love the sofa at Ashley. So, I found a coupon code for Ashley Homestore, went online and purchased the same exact couch for $611.00 (vs $799). Instead of an instore delivery fee of $149, I am paying a delivery fee online for $99. Also, the very next day, I receive an email from Ashley Homestore that my order has been processed and I am scheduled for delivery on Saturday, October 19th (there it is, in black and white). Also, I have a tracking number and can go in and check the status anytime! No waiting around for an Instore Sales Rep to get back with me, or a run around on the update. Here's the logic broken down: Instore cost $950 vs Online cost $710 and I get a set delivery date that I can conveniently go check anytime. Not having to deal with sales people and managers getting the run around and excuses. Simply put, the instore delivery process at Ashely Furniture is broken. This is why ALL of my friends and family who have recently bought furniture from them will never deal with it again because of their delivery aspect of their business (I am now part of that group). Ashley needs to figure out why their system is broke because why should we deal with the instore when we can buy online, hassle free and cheaper?! My recommendation: Skip instore purchases and buy online! It's a no brainer. Ashley Homestore in Huntsville really needs to get it together. Hopefully this post will help them to makes some changes or at least help a fellow customer.

The couch we purchased is failing after 5 months of use and customer service will not respond to our calls or provide support
We purchased a sectional couch and extended warranty on 1/14/2019 for $3774.98 total and it was delivered on Approximately 2/14/2019.
It was delivered fine, however we noticed it began to look saggy after just a few months of use and then began noticing one of the reclining portions had a support bar that could be felt on the thigh when in use. The entire reclining section seems to have lost its support and cushion when weight was on it.
I called customer service on 7/31/2019 and was advised to send in pictures and information and they would start a ticket for service. I sent over the required information on 8/4.
On 8/8/2019 I still had not received a confirmation of the submission or response from Ashley-The contacts name was ***.
I am not sure when but I called back and was told *** had quit and their email system was not working so I had to text the pictures in to a customer service rep's personal cell which I did. They requested pictures of the issue and I advised the issue would not show in a picture, that you felt the metal when sitting on it but without pressure on the bar, you couldn't see the issue. The rep said they had to have the pics so I noted them best I could and sent over the info.
I didn't hear from them for a week or so and called them back finally. I was told when I called back that they could not see any damage in the pictures and my claim was denied.They told me I could try to get relief from the extended warranty company.
In calling the extended warranty company, they advised the issue as I described was not in the scope of their warranty and was a manufacturer issue which should be covered by the 1 year factory warranty. They contacted Ashley and told them the issue was a manufacturing defect, it was sent to a supervisor at Ashley and they would reopen the ticket and be recontacting me.
A week or so went by and I did not hear from Ashley, so I called and Ahsley said they had approved a one time service for this unit and they would be sending a tech to my house to look at the unit and fix it.
Several days passed again and around 8/20 and 8/21 some packages arrived from UPS which I assume are cushions or foam for the repair.
I did not hear hear from Ashley nor anyone else after 8/20 until I called them on 9/3(I talked with ***).
I was told they would sent out a tech, that they would be contacting me to schedule the service visit so I again waited.
As of 9/12 I had still not heard from the tech or anyone associated with Ashley. I called the store again on 9/12 and talked to *** and explained that I was very disappointed with this whole process and that I had yet to have a single person at Ashley call and follow up on my issue. *** advised she was not a manager but she would forward my concerns to the customer care management team and share my concerns and issue with no response to my complaints.
It is now 9/16 and I still await a response from Ashley and am filing this complaint.

First off delivery time was horrible 7 weeks and then did not get full order canceled my tables that went with living room set after being told it would be 8-9 weeks still haven't received refund. Received couch on 8/30 and just 2 days ago realized the back if the couch is broke and they are not wanting to replace ... honestly after spending over 1000 on this I cant believe they want to repair and it will not look good repaired they are still not resolving issues and I'm out money
Product_Or_Service: Couch

Let me start by saying the Alabama Ashely furniture is a separate franchise from the Chattanooga location. I have been waiting on a new mattress etc. since July when I made my purchase I have called/ emailed the store the delivery department you name it they said I should receive my items no more than 6 weeks from the deposit now it's going to be 2 and 1/2 months or later before I see this stuff. I have not received any contact from management after weeks of trying , except one at the delivery department. This manager finally answered after I called for over a week .. she was so rude and disrespectful. She said she only had one date available for me and it was not her job to schedule around me. She also mentioned if I didn't take the LATE date she was giving me it would be even later, and she had no idea how long that would be. She could not even give me a time on this delivery date meaning I'd have to miss a whole day of work. I do not recommend this place I wish I would have read the reviews because they all say the same lies and excuses they gave me ! I am going to keep posting reviews, calling , sending emails until someone at this place can finally cancel my order, and give me my money back . I refuse to give money to a bushiness that has such horrible customer service, and a horrible delivery department.

The delivery manager that was so rude and does not need to be in customer service goes by *** , and *** is the manager at the store where I made my purchase. Apparently *** has sent emails to her boss, trying to get me a full refund but every time I call her she hasn't had a reply from him and she cannot give me a contact number for him or anyone else higher up that can help me.

This complaint is regarding warranty issues I've been having with an adjustable bed I purchased from Ashley Home Store in Huntsville AL. First, please allow me to provide a little background information. I am blind. I use a white cane and a guide dog. My daughter moved from Denver Colorado to Jacksonville Alabama in January 2018. An F3 tornado destroyed everything she owned in March 2018. She relocated to Huntsville Alabama in late April 2018. I traveled to Huntsville to help her get her life back together. I purchased new furniture for her at the Ashley Home Store in Huntsville Alabama around April 30, 2018. I spent $13000.00 on her furniture and $5000.00 in particular on an adjustable bed suite because she has seizures and the bed would help her. She didn't even get her bed until July 2018 because it was on back order. I also purchased a five year bumper to bumper warranty on all of the furniture including the adjustable bed.

My problems started because she had to move back to Colorado due to her health. She moved in September 2018. The adjustable bed base broke in February of 2019.

I contacted the store I bought the bed from and they told me all warranties were void because I was out of their servicing area. However, they did give me the number for Ashley Sleep. Ashley Sleep's warranty department told me the same thing even though there is an Ashley Sleep store in Cheyenne Wy. This is a couple hours away from my home in Denver. Then, the representative blamed me for breaking the bed, said she would send me a part and not to expect any further assistance from Ashley. I tried to explain that I am blind and couldn't install it myself and she said my daughter shouldn't have moved the bed across the country. The bed sat in my living room against a wall from February until this past weekend when I was finally able to get it upstairs. It's not on the frame correctly and my daughter can't sleep on it. I'm afraid to touch it. No one will fix it.
Product_Or_Service: 5 year warranty
Order_Number: XXXXXXXX
Account_Number:

Wrong product and cheating n fraud.
Product_Or_Service: Mattress
Order_Number: XXXXXXXX

I went into the store in 2018 placed an order for a living room suite off their Khios. they ran my credit I was approved. then they informed me said suit was not available. I have never used my credit which is through an outside company then on May 2019. I get TEXT message. They (ASHLEY) was looking at my account. told me I had X amount of credit would I like to make appointment to come shop. HOW DID ASHLEY HAVE ACCESS TO MY PRIVATE ACCOUNT WITH OUT SIDE COMPANY.
for some reason I haven't bought anything from Ashley. now I am more uneasy about them

The time frame of receiving an item is too long.
I ordered a bed and mattress on February 28th and was told that it would be 3-6 weeks if that. We opted to pick up the item at the warehouse in Birmingham to save on delivery fee. I've called weekly since that 6 week mark and have been told multiple things about what has arrived and what they are waiting on. It's been 11 weeks and they tell me they are still waiting on part of the bed and they don't know when it will arrive when I was told last week that it would arrive on May 8th. I've asked to speak to the manager and no luck on that. This is beyond ridiculous. We paid in full at the store when we purchased the bed and I am beginning to think that Ashley Homestore is just a scam. I will never set foot in that store again and will never recommend it to anyone.

I bought two rooms of furniture in January 2019, paid cash, they told me at the sale it would be the end of FEBRUARY DELIVERY DATE. Well Feb came went and no furniture. the next date was 2wks, from then. That date came and no furniture, the delivery was push out another 2wks, saying that the man's five was not built, same explanation given before, 2wks went by and still no furniture, another 2wks commitment give knowing that that date was a Monday holiday, know well in advance that the scheduling and delivery department was closed on those dates, pushed out another 2wks. finally a delivery was made minus the 5 draw chest. we given another 2wks for that to happen, I called on the Thursday before the the delivery date, now it was damaged in shipping, they tell me that it could be in their stock room on the Friday it was suppose to be delivered but the earliest I could be put on delivery schedule was the 4/18 or 4/20.

Bought a set of couches, was told delivery would be 2-4. 2 months later I returned it and now I have to wait 2-3 for my money to get "mailed".
Bought couches and was told I should expect delivery 2-4 weeks. After they did not have them in stock I got a call I had to wait 6 weeks. Supervisor said I could break contract at 6 weeks. Right at 6 weeks I receive a call that they would be delivered. Once delivery arrived and started assembling the pieces together, the main piece was broken. I got a call from customer care and said I would have to wait another 2-3 weeks to get delivered. I come down to Ashley Furniture and now I'm told the money I put down would have to be mailed 10-21 days later.

I placed an order on 11-13-2018 with Ashley Home Store.
I have been overcharged $177.10. I have been in the store twice with a copy of my order and bill and have called them numerous times. No one will call me or talk to me about it.

03/16/19- We received our other dresser, but the hardware was not with the storage drawers and they took them with them. Someone called and said it would be another 2-3 weeks because they had to re-order everything AGAIN.
This is horrible customer service, and I am very disappointed in how we have been treated after spending $3344.32. We have been told someone would call and speak with us regarding this but have not received a call yet after being told someone would call 3 times.

I am about to report this company to the Revdex.com if I do not hear back.

11/04/18-We purchased a bedroom suite of King storage bed, dresser with mirror, night stand, and chest on 11/04/2018 with an estimated delivery of 12/17/2018 and paid in full a price of $3344.32.

12/27/18-Called the distribution center and was told that they have not received all of our furniture and would not receive it all til February. They went ahead and scheduled delivery of Bed without storage, night stand, and dresser with mirror on 01/08/19, but they never showed up with our furniture that day

01/09/19-Called back and they rescheduled for delivery and they said that they did not show up because some of our items was damaged and they had to reorder, and the rest of our furniture would be in for delivery in February due to back order.

02/20/19-Waiting on hold, #11 in line, and wait is 39 min. Emailed.

I would like some kind of credit for having to wait this long for our furniture.

This is not good customer service.

I need an update to when my furniture is supposed to be delivered.

03/04/19- I received a phone call from *** at XXX-XXX-XXXX after my first email on 2/20/19, it looked like my items was coming in the following week, but I still have not heard from anyone regarding delivery.
Product_Or_Service: Bedroom Suite
Order_Number: XXXXXXXX
Account_Number: XXXXXXXXXX

Ordered placed December 20, 2018. Still do not have everything. No one will call me back. No way to get in touch with anyone with any authority there
I could not find the Florence, AL store listed. Ordered was placed in the Florence, Alabama store, yet the "complaint" is on the warehouse and customer service/scheduling center in Huntsville. The store was great, but the scheduling and customer service center have not been helpful. First order delivered 1/16/19. The bed side rails were messed up, the foot board and storage drawers didn't not roll right on the tracks. Also no hardware was left to attach the storage drawers to the foot board. After 3 phone calls, asking for managers, we were always told they would let them know to call us back, yet we never got a call. Next delivery came, but the messed up pieces were not included. We were told we would have to keep the broken pieces until the replacements were available. While the delivery guys were at the house, they needed to talk to scheduling.....even then, we could not get a phone call from anyone. The third delivery was finally scheduled 2/14 (I believe). The delivery team showed up without all of the broken pieces, and what they brought was again broken. The driver found it. We were told it would be a rush delivery of the missing parts. Again, they refused to take all the broken pieces with them. Someone from Ashley called and said there would be a replacement ordered priority and rush delivery. They said they would call back when it was confirmed ordered. After another week, no call. I started trying to call them, I would be put in a call que for 30-45 minutes, then it would be an associate that would either say they didn't have access or didn't know anything. I would ask to speak to someone higher up, in management, I would be told they would leave them a message to call me. I never received a phone call. Now it has been 4 weeks since that last delivery. I have called repeatedly this week to no avail. Finally yesterday (3/13/19) I called and spoke with an associate. She said our things should be delivered to the Bessemer warehouse in 7-10 days. I told her that I was contacting the Revdex.com. 10 minutes later I get a call from another associate. He said he just had a cancellation of my exact bedroom suite and would be able to deliver it Tuesday (3/19/19). I asked him now that works since she had just told me it wasn't even delivered yet. After this I received a call from a manager named *** Said he had no recollection of me ever requesting a call from a manager. I also told him I contacted Revdex.com. I told him I had called approximately 15-20 times. I feel like as soon as Ashley furniture got my money, they didn't care at all how or when I got my furniture. It was a $6500 order, so it was a lot of money. This has been a disaster. I still do not have a bed, having to sleep on a mattress on the floor until it comes.

I will NEVER purchase ANYTHING from Ashley furniture. After we made our purchase of a dining room set, we were told AFTER we paid that it would be about 6 weeks. Needless to say, I took off work, got a delivery time between 2 and 6. No one showed. I called and was told it would be about 9:39 pm! Then I got a call around 8:30 saying they were 30 min out but they had a question for me. They question was, do you still want us to delivery if there's some damage to the table???! Are you kidding me??? How about first thing in the morning we are requesting a refund. They are very unprofessional once the sale is made. I strongly advise that you look elsewhere to furnish your home. I am one very disappointed consumer! They got 1 star because the system insisted that I leave at least one. ð??¡

Couch purchased over a month ago. No delivery date in sight.
We purchased a couch from Ashley Homestore on January 25th. We were told by the salesman that he thought they had several of these couches at the warehouse but couldn't checked because their computer system was down. The store swiped my debit card for the total amount of the purchase. I was told to call the store the next week to see if they had any stock. When I called on Tuesday, I was told the system was still down. It continued to be down for the next two weeks. On February 25th, I called the warehouse again because the couch was supposed to leave the manufacturer on February 20th. Was told the couch would now arrive at the warehouse on March 1st and tentative delivery date was March 6th. When did not here from Ashley, called this morning (March 2nd). Now the couch isn't supposed to leave the manufacturer until sometime this week. No idea if we will ever have the couch. Customer service has been horrible. Many follow up phone calls promised have never been returned. It's been one excuse after another. I just want my money back.

Ordered a bedroom set October 15. Received the dresser and nightstand mid-January. The bed has now been scheduled and cancelled 6 times
Ordered a bedroom set October 15 and told 6-8 weeks for delivery. Finally received the dresser and nightstand mid-January. The bed was scheduled for delivery over 6 times now and cancelled the same day it was scheduled all 6
Times costing me money and time off from work. I have left message after message after message for a manager to return my call. The last two delivery people I spoke with swore someone would call me back. Well still no phone call back. Oh they offered me $100 coupon but even that doesn't cover the cost of the delivery fee. No one ever calls you back, half the time I've had to call them to find out a status, and my furniture still hasn't come almost 5 mos later!!!

Ordered new mattress on January 21 , 2019. Ashley called and confirmed the delivery would be on January 29 and that the delivery would be on Feb.2nd. Delivery between 12 a.m. to 2 p.m. On Feb.2nd Ashley Furniture called and canceled delivery at 10a.m. We contacted Ashley furniture office at 11 and they really didn't know what happen. We continued to call and they stated they were out of stock and computers were down. Feb.3rd we went to the business and requested our money back and they again stated there computers were down and that they had been down for 8 days. Its now been three days and no management has called us back.
Product_Or_Service: Mattress
Order_Number: XXXXXXXX

Furniture purchased 9/19/18 has not been delivered and no estimated delivery date has been communicated
purchased a bedroom suite from Ashley Homestore 9/19/18 partial delivery was made. Items missing: 2 night stands and an armoire chest. Contacted Ashley reps numerous times with no resolution in site. Spoke to *** whom I was told was a customer service rep. He gave me a contact number that is always busy, so I can only assume it is a bogus number.

I haven't received all items purchased.
Hello, I'm sending complaint about a purchase back on 9/17/18. I purchased a bed room suite from Ashley homestore in Huntsville Alabama. I was promised two deliveries 1st on 10/6 and last delivery 10/30. I paid $502.47 that day and was withdrawn in a few minutes. I received the bed frame,night stands,and mirror but no dresser on 1st delivery even though they sent wrong mattress I understood and waited another week. I was promised 2nd delivery on 10/30 which hasn't arrived. I have called several times and each time I'm given a different date each time. I called again today and was told it would be the end of December, if I actually get remaining purchase then.I told the store if they had actually told me it would be 4 months before I received my purchase I would not have bought it. I believe this isn't a way to do business take people's money for merchandise and keep dragging them along. I would appreciate any help before I contact a lawyer.

Never order anything from Ashley. We bought furniture in July of 2018. The table was defective and it is now December 12th and still no table! We have had nothing but the run around. They have the worst customer service of any business I have ever dealt with.