Ashley Furniture Homestore

In brief, I ordered a living room sectional through a wholesaler that buys direct from Ashley Furniture. I ordered back in April, but because my item was not in stock and had to be produced, it did not ship to me until the middle of June only to find that it was the WRONG COLOR! I have been back and forth through email and phone conversations with both the wholesaler and Ashley, but neither, though nice on the phone have done anything to help me. The couch was TAGGED with the right color name, but it was NOT the right color. What I ordered was Ecru and I believe they sent me Cashmere. This is NOT a lighting or dye lot issue as they tried to convince me. The wholesaler said they could process a return but would charge a 35% restocking fee but that was not acceptable as it was not just a case of me not liking the furniture. The problem was in production at Ashley. I filed a claim through their Consumer Affairs Dept. at Ashley and after another 4 weeks or so got a letter saying that I needed to contact the Wholesaler again or refer to their warranty policy. I have called the department several times to try and resolve this, but kept getting put into voicemail and my calls have never been returned. At the very least I would have been willing to keep the wrong color but with a bill adjustment to compensate for the necessary change in paint color. All I got from Ashley (via the Wholesaler) was their insistence that it was just a color variation and the case was closed. This is not a good way to do business or keep customers!

If I could give negative stars I would. I ordered a couch on may 28th 2019. Set delivery up for June 22nd. They called to confirm on Friday june 21st that we still wanted the couch delivered. As we thought we were getting a new couch we had already gotten rid of our old one to make room. We waited all day during there window from whatever time in the morning until 7pm. We waited and no one showed or nor called! After waiting ALL DAY. I called their customer care online on June 23rd just to be told that the reason my couch wasn't delivered was because one of my items was backed ordered. They didnt call us to tell us it was back ordered yet they still called to confirm delivery, seems fishy to me if they are going to call about confirming delivery they should know that my items were back ordered. Well I was talking to their customer service, the person I spoke with said they would call me with an update as to when they will have all parts. And they NEVER ended up calling me at all. I called a 2nd time after going into their retail store and told there is nothing they can do. Now because of lack of customer service on ashley furnitures end I have NO couch in my home now. And they were trying to push my delivery out until JULY! umm NO. I will NEVER do business with Ashley furniture again. They will let you down and not ship you your product nor will they let you know that they are back ordered on a bunch of products. After my long 2 day dispute with ashley furniture and NO answers as then when I will have a place to sit in my home, I took my business else where and got a couch that will delivered in a DAY, not a month or longer and then never show up.

I received my furniture delivered March 1, 2018. After numerous phone calls and emails I gave up and am taking Ashley Furniture to court. They don't care to help or handle any warranty claims. I will never purchase ANY ashley furniture again. They should not offer warranty is they don't plan on warrentying items.

If I could rate 0 stars I would. And this is about Ashley as a company mostly, but partly this particular store. On Aug 9th, my wife and I ordered a sectional and were told 6 weeks before we got it. Fine, no big deal. 6 weeks, we get nothing. I call about it to get delivery date and they tell me Oct 27th. Strike 1-no notification of change and making it almost double the time we were told. I then contact corporate and let them know how unacceptable this is and begin speaking with a Sharon Harris out of Louisville, KY. She says it is what it is and apologizes profusely. Oct 15 rolls around and my wife calls to ask status and is told that some if it will be ready Oct 29, but one will be Nov 1st. Strike 2-changed date again without notification. I call Dharon and she says we can get you 5 of the 6 pieces on Oct 24, they will call you with delivery window day or two before...ok great. Oct 23 at noon I call customer service because Sharon won’t answer phone. They tell me we were never scheduled for delivery for 24th and there’s nothing they can do. Strike 3-I was lied to and they won’t make it right. Wife emails Sharon who calls her back saying the “system” removed the delivery but warehouse can get it to us in 25th. Fine. 25th (yesterday) comes and we get 5 of 6 pieces delivered, BUT one piece is wrong. We ordered a power recliner sectional and they delivered a non power recliner so we sent that piece back and contacted Sharon again. She says the store out in wrong order (she had mentioned it was power on the phone last week when looking at it on computer) but she will let us know when delivery people get back to warehouse when we can get the right recliner. No call or email from her all day yesterday. Call today to find out ~20 times and she won’t return messages or answer the calls. Called customer service and there’s no notes on our account about the issue. Now this particular store manager will not call back either, who I need to speak with to make sure it’s listed as power recliner and he can make the change if it’s not. This has been pure hell dealing with this company. DO NOT EVER ORDER ANYTHING THEY DONT ALREADY HAVE IN STOCK RIGHT THAT MOMENT! Their customer service is terrible and they don’t even know what they are selling (everyone keeps telling me it’s a power chaise when it’s not. It’s a powered recliner only.)

Terrible online shopping experience, over 2 hrs in the store so I could ship to my other home in a Neighboring State, Terrible delivery experience - was lied to about 3 different delivery attempts, two half days missed at work for failed delivery attempts, the third one consisted of confirmation delivery date but no window for time, when I called we were accidentally left off the schedule. Approx 8 combined hours of time on the phone between holds and trying to add an item to my purchase approx. 12hrs after I bought living room set. And when I asked for someone in cooperate to please contact me, as you don't advertise a direct line to speak with someone, I was given a generic response of "I'm sorry to see you have cancelled your order" Of course I did. I cut my losses and drove to RC Willey an hour and 20minutes away and purchased from them. (oh, PS. When I tried to add a TV stand to my order the next am, I was told that the best option was to wait until my card arrived in the mail and then purchase it) The store clerk told me if I wanted to add anything to my order I needed to do it within 48hrs - it would fall under same $129 fee. Guess what, I didn't buy the TV stand. I feel you have a good company but you sure do have a lot of bad employees who don't know or don't care about your services or your Customers. I tried three different times to get that living room furniture delivered even after all the chaos ordering it. I tried, I really did but finally had to cut my losses.