Ashley Furniture Homestore

The worst customer service I have had in years was with Ashley furniture in Fort Worth. Finally asked for my money back. They lied, were rude, and mostly just did not care.

Worse Customer Service. Found the perfect Dinning Chairs and Bench. Had the Chairs scheduled for September 23 and Bench on October 15th. It was on the paperwork and initialed by me. When I didn't receive a call, email or text I call the store phone which apparently is sent to a central office. This person informed me that although it was on the paperwork it never got scheduled. I could possibly get my furniture in two days. I ask for a window in the morning and was told it was an automated scheduling and no guarantee of when the window would be. She then informed me that I could take my car and pick up the Chairs myself after I paid for delivery fee. When I told her they would not fit in my car she said they were in boxes, so either they are big boxes or in pieces ad I would have to assemble them. Not what I paid for. Asked to speak to the Store Manager and was told she could not connect me but would send a message. That was over 3 hours and never heard from the Manager. I will be making a drive tomorrow morning to the store to express my discord.
DO NOT BUY from this company.

The delivery was not handled as promised. At delivery they discovered that the right parts were not in the box and now I am back to waiting.
We were told that the delivery would be on Wednesday. When we called to find out where they were, they said the appointment was moved to Friday. Eventually they moved it to Thursday and offered to put it together for the inconvenience. On delivery the wrong parts were in the box and we were told that they would have to take it back. Now they are saying we must wait another 3 or 4 weeks.

I was told my couch would be delivered June 20th, now 6 different delays later, it won't be available until September 1.
I bought a couch in store on May 1, 2020. I was told it would take 6 weeks. I was scheduled for a June 20th delivery, then was notified it wasn't ready so now the earliest delivery date is 7/1/20. Then, it wasn't ready again, so now the earliest delivery date is 8/1/20. Then I received an email to schedule my delivery for 6/30 and received a confirmation that it was scheduled. Then 2 days before that, they call again to say it's not ready, and won't be until 8/1/20. Then I got another message saying it was scheduled for 7/22. Today, 7/20, I receive a call saying my couch won't be finished until 7/29, and the earliest delivery date is 9/1. No one has any clue when my order will be completed and delivered.

I bought two end tables on May 14, 2020, delivered on May 30, 2020. One was broken and they said it would be replaced. This has not happened.

Bought two end tables on May 14th. Delivered on May 30th. One was broken in the box. They agree that I should have another one but one has never been delivered.I have received many texts with dates of delivery both in June, July and now in August. I have tried to deal with these people for months and they just keep making up excuses. I have tried to call the corporate phone 866-787-7930 and no one answered after excess of 20 minutes on hold. I have used various e-mail addresses and none of these work. After this many months I would request a full refund and that the furniture be picked up after I receive the refund.
Sales order #XXXXXXXXXX Customer #XXXXXXXXXX Salesman was Stephen

Received a broken ottoman and broken chair (left arm) upon delivery that was not recognized until ithe ottomancottoman sunk in /fell through.
I set up a rental-purchase agreement on a sectional, ottoman and a chair from Ashley HomeStore located at 4851 Citylake Blvd E Fort Worth, TX 76132-1870 on February 25, 2020.
My sales person and the lady who assisted me through Acceptance Now were PHENOMENAL.now, the delivery team and the custom service people on the other hand, are..... TRASH, to be polite. Upon delivery, March 10, 2020, the delivery guys took the plastic wrapping off of the main part of the sectional and attempted to SHOVE the piece through my front door - almost ripping my door frame off and a kitchen cabinet. This caused some damage to my couch (which at this point was not going to say anything or file any complaints). They left the wrap on the small part of the sectional and it fit through the door easy peasy lemon squeezey!the Ottoman and chair were next.... and that was it. When my husband got home that afternoon he immediately noticed the ottoman was dipping/falling in the center. We took pictures and decided to wait it out to see if it would continue to fall.THEN QUARANTINE CAME.And the fall continues. April 3, 2020 I reach out via email and have contact with two separate csr's through Apr 5. Then NOTHING. May 6, I reach out again. Received an auto response. Followed those directions and STILL NOTHING! So I went to the web messaging and NOTHING.
June 5, 2020 I call. (This WHOLE TIME I was under the assumption that they were shut down and was unable to get ahold of anyone via phone as well). And I waited, for like, ever. Then I finally talked to a nice lady who quickly gave me the SIMPLE directions of HOW TO FILE THE WARRANTY CLAIM!!!!!!!!!!!! And I did, via email. And then. NOTHING. June 17, I reached out again and guess what - NOTHING STILL! June 21,2020 I sent a series of emails (18 to be exact) trying to get someone's attention/help. Nothing. So I call. And leave a NOT SO NICE message.
No. Body. Calls. Me. Back.
I call the following Monday... And she says "oh I got your message the other day but I had 5 minutes til it was time to leave so I decided not to call you back. I passed your urgent message on to one of my leads and they were supposed to call you back but I see they didn't so let me get you to my lead that's here right now"
And that lady, had NO care for customers... she literally could have care less about all that I had been through for 3 months. AT THIS POINT I I HAVE PAID THIS ENTIRE $1767.54 BALANCE OFF. I ask for my money back and for them to come get the garbage out if my house and We come to the decision that "someone will be contacting you to come and repair your items."
And here I am, July 16, 2020 and no one has called, no one has emailed no one has done a single THING to resolve my issue with my FOUR MONTH OLD, TWO THOUSAND DOLLAR BROKEN FURNITURE. I start leave reviews and see the THOUSANDS of people that they have completely screwed over! And I am APPALED THAT THIS BUSINESS IS STILL RUNNING AND ROBBING THEIR CUSTOMERS !!!!!!!!
My rental agreement number is gvmXXXXX item #XXXXXXXXXX

I purchased 12 items from Ashley Furniture over the phone on May 24th. A sectional, king bed, and full bed with matress. I promptly paid the invoice sent to me with a delivery date of June 10th. The delivery showed up to my house with just a wedge from the sectional. The driver called in because I didn't want to accept the delivery and thats when I found out there were several delivery dates for pieces of things. After waiting on hold several times and being hung up on I was finally able to reach them. I was assured that the order was canceled and that I would receive my money in 7-14 business days. Then another delivery driver showed up and I explained to him also that I did not want the pieces that he had brought because I could not do anything with them without the entire order and he understood and called Ashley again. Its now June 27th and I get another notification about another delivery! I called again and after waiting over an hour I was able to speak to someone who told me nothing had been canceled and that she would try to send the request again but she couldn't make any promises. I am out 2,977.23. And have yet to receive a dime of my money not even a promise that I can even get it back. I have bought a huge house and I have no living room furniture and I finally replaced my kids beds. The crazy thing is that its been a month and they are still trying to deliver parts of my original order that should have been canceled. This is a nightmare. Ashley's furniture knew they had a problem with deliveries but lied to me about the delivery date and about me getting my money back.
Product_Or_Service: Furniture Delivery
Order_Number: ***
Account_Number:

My order will not arrive until July 15h. I have been calling Ashley for days to cancel. They hang up on me or transfer me over and over.
I want to cancel my order and cannot get through to anyone at Ashley. I want a refund. I have not received any furniture from them. My order number is XXXXXXXXXX. I submitted online requests several.times and have been calling for over a week.

I would give 0 if possible for the Ashley now - apparently they said they just changed ownership.
Do not ever bought the Premier Insurance.
Long long time ago 15 years some ago, we always bought Ashley & never had any problem with the insurance rebate (3 of them) when we used the money to purchase new furnitures.
Now, the last one luckily the smallest one only $59.
The store manager Jamie told us would only take 2-5 business day.
The salesperson Neeha said I could just paid it first then Ashley would refund the $59+tax back to my CC once the insurance rebate cleared. No need to come to the store. It will be automatic.
It was May 22. After a week I saw nothing in CC so I called the store (Plano by 75). Of course by this time no one picked up. I spent hours waiting but no one picked up. Luckily I keep Neeha #. I texted her. She replied but basically saying they could not find the record and would re-filed it again and wait for another week. I had to come to the store to make sure they filed it. Luckily she gave me ph#. It was a chaos, cause several people in that number saying it was up to store, the store saying it's the HQ. They blamed each other. Took another week, and again they said no record. I was so frustrated. Jamie, the manager even blamed me saying that I should wait for the rebate then purchased. I was so mad, she was all smiles and full of promised when I bought. It was them and Neeha who offered me to pay first and refund.
It was Tiffany who was the decent one and also Leticia from that # who were trying to help me. Also every other day I tried to contact Tiffany to help me. I had to come to the store again the 3rd time. Jamie the manager was very rude the second time I came to complain. She was trying to put the blame on me. It was Tiffany who kind of assured me that they would try to help. The 3rd time I came Jamie wouldn't even looked at me. She was not fit to become a manager.
I was not even thinking asking the email address. Luckily Tiffany gave me hers and that's the only way you could reach Ashley. They would not pick up the phone. I wasted hours and hours waiting for the phone. I said if Ashley won't gave me my rebate I would return the merchandise.
After 4 weeks (3 visit and tens of emails) finally Tiffany said there's good news and bad news. They would refund the $59 but not the tax. I said fine.
My CC bank is very good Bank of America. If the refund it only takes 2 days. I said "please tell me the day Ashley refund it to CC". And sure enough never had the email. Then I read all these rating here and google. I had to send them email again twice until finally today they refund it.
For only $59 it took 5 weeks. Lots of headache, my blood boiled so many many times, rude manager, cheating on tax petty $. For what? Ashley is big company and ruin its reputation for small petty $. My husband many times told me to forget the money. Not worth at all the heartache. As I said this is my 4th rebate and the smallest one. It showed I bought a lot from Ashley in the past. I was going to need new furnitures to replace old ones. But no way I go to Ashley anymore. Even look at the Ashley logo it made me traumatized. And all these, Ashley ruined it only for $59. Where's the business judgement? It is customer money that you need to refund the insurance. Ashley tried to cheat customer now? Run away from Ashley.

Purchased products on May 13, 2020. Quoted delivery would be end of May. Delivery changed multiple times to now be July 22 and not all the pieces.
Order # XXXXXXXXXX
Sales Rep: Russell ***
Account # XXXXXXXXXX
Paid in full at the time of purchase with Capital One Visa
Purchased a sofa, loveseat, sleeper sofa, ottoman and 5 year protection. Was told our products would be delivered by the end of May. When that time came and I had not heard from them I contacted them to find out when our products would be delivered. I was then told multiple different dates by different employees. Rose in Customer Care was finally able to pinpoint a date for me for delivery of only the loveseat on June 10th....after the date promised and told that the other pieces were in production and hopefully we would have all the pieces by the 10th. I was contacted by Ron who said he was the manager and told he would rectify the situation and get our other pieces to us by the June 10th date. His number is XXX-XXX-XXXX. Only the love seat was delivered on the 10th and we were told that the other pieces would be delivered by June 19th. That day came and only a couch was delivered. When I called Customer Care again we were told our other pieces would be delivered on June 22nd. No delivery came. I was contacted by a rep from Ashley Furniture today that we will get our couch, still no ottoman, on JULY 22nd....TOTALLY UNACCEPTABLE. There is no date of when the ottoman will be delivered. By July 22nd it will have been 10 weeks since our purchase, long after the quoted time frame and it still will not be all the pieces.

After having my adjustable base delivered I realized that the base that had been delivered did not match the one I was sold at the store. I went into the store to talk to the manager about getting the one I tried while in the store. He told me the one I received was the one I tried, which was not true. He agreed that the one I had tried was the 1st one on the left from the side entry door. After I approached it once again, I verified that the control did not match the one I received. Manager Chris stayed that control must belong to the base next to it. I proceded to play with the control and to his surprise the control I had picked up controlled the correct base. It had not been misplaced, and was for the base he said he placed the order on. To clarify, in the store I was sold the M555 base but received the E455 base. The store has one camera and if footage is pulled up from the day I purchased the base you can see I only played with the M555 base. I also have an audio recording of the manager accepting he sold me the M555 base and a video recording of where that base is. He did correct the order but I was forced to pay $200 more + tax to get the base he initially sold me. In short, Manager Chris sold me the M555 base for $899 + tax and stated it had usb charging ports, under bed lighting, massage, head and foot up features, but I received model E455 which has less features. The manager clearly sold me a product with bate and switch tactics, violated Texas Deceptive Trade Practices Act, and is selling products with false advertising of prices and features. I am also still waiting for the delivery of base M555.

bought furniture that was not displayed in store with wedge in place and product wasn't what we tried out in store
Bought sectional couch 3 pcs which were 2 motorized loveseat recliner and 1 wedge which was to connect the 2 loveseats was told by salesman it would lock in loveseats and wedge together when furniture arrived was when company changed policy due to epidemic wedge did not attach to loveseats and no motorized chaise lounge chair was ever delivered or put on ticket I was able to return wedge since driver hadn't left but after seating on furniture it was not the furniture we had sat on in store was told due to epidemic we could not return loveseats nor could they find our chaise lounge chair I feel its not our fault pandemic hit and now we are stuck with furniture that was incorrectly given false information and was not the correct furniture entered on sales slip supposedly salesman entered wrong information and now we are stuck which isn't right don't buy furniture from Ashley Furniture ever they will not allow you to return anything or get what you actually sat on in store

On 4/24/2020 I ordered a Savesto sectional and ottoman and I keep getting run Around about delivery.
On 4/24/2020 I ordered online a Savesto sectional and ottoman and I keep getting run Around about delivery which has yet to be made.
Purchase date: 4/24/2020
Order #XXXXXXXXXX
Sales rep: Justin ***
Savesto sectional with right arm, left arm, 2 armless and ottoman.
I've had to call several times to try and find out delivery bc there has been zero contact mde to me since I purchased. The first time They told me the item was coming in at differeng dates: may 29, June 3 and June 22 so I scheduled bulk delivery for June 24. When I called back to verify the next day the next rep informed me the dates were bumped forward to July because I scheduled delivery which put me in a pool of people waiting and pushed my delivery date out(???). She then said, oops, you're in texas and they have a different system a d had me call a different number in Plano. She looked into but was no help and decided to inform me after wasting about 10 minutes on the line that they're the warranty department. I've been patient, out of money and now I've become skeptical this company is going to send the furniture. (Less)

Store is not delivering my product.
On Febuary 18, 2020 I purchased a furniture set for the amount of $2,103.00 and used our debit card. I was told everything would be delivered on March 17th however our delivery did not arrive. We called and received a delayed date but time after time we are now being told July 8, 2020. The lady I spoke with on the phone laughed about it and said it probably wont arrive until August. I am always being told something different over the phone and spoken to with an attitude. We asked for our money back and got told the store charges a fee so we decided to just wait but now the representatives are saying it could be 8 months to get our furniture set. I keep demanding a copy of our order and they will not even give it to me. The only way to look anything up is with my phone number in the store with a representative. I fear that they will purposely lose my information and never give me my furniture.

Ordered from ashley's a month ago and I keep getting resch over and over and not satisfied at all. Everyone keeps promising it will be delivered and nothing happens

I ordered a bed 9 weeks ago and it I was told it would be delivered between 2-3 weeks. Then I received a phone call stating that the delivery time would be pushed out another 2 weeks. Then I received a total of 8 more delivery text notifications/ and emails for delivery. I HAVE NEVER RECEIVED my item! It's been 9 weeks. When I call to inquire about the the delivery, they let me stay holding on the phone for 20 minutes and then disconnect me. If they were unable to fufill the order, they should have been HONEST and said so from the beginning! I REGRET PURCHASING FROM THEM!

I have been calling Ashley Furniture 30 times a day for the past two weeks to cancel my order and receive a full refund. I have been getting the run around from everyone including my sales representative, the click team, customer service, guest relations, ER ticket team, corporate etc. Every time I talk to someone, they say they can't provide a refund and directs me to the next person etc. I want my money refunded to my credit card and the order cancelled out.
Product_Or_Service: Bedroom
Order_Number: XXXXXXXXXX
Account_Number: XXXXXXXXXX

Never in my life have I experienced such unprofessional customer service. Refused to return my product that was broken and refused to help me.
I purchased a bar cart online because the employee in the store said if I ordered online and there was a problem I could return it in the store. Turns out the cart comes with shattered glass in a box without being wrapped so I could have been seriously hurt. Then I go to the store and the manager first off lied about his name so he wouldn't get in trouble and refused to help me. He was so disrespectful and refused to give me a refund. He gave me customer service to call which I did for 2 days straight with no response. The store is basically scamming people. Me as a college working student I take my money seriously and I can't believe the audacity of this manager to refuse to refund me. He scoffed at me and asked me to leave the store because he wouldn't help me. He took my $88.65 and wouldn't refund me. He also blamed the delivery service for the broken merchandise and said it isn't his problem. Are you kidding! As a business you need to stand by your product regardless when it got broken. I as a customer should not have to deal with this and go through this much trouble. He then screamed inappropriate comments about me and my mother to the other customers in the store and was tarnishing my name. That is such inappropriate behavior he should be fired. As a business you should serve customers first and foremost and be accommodating to a mistake on their hand. I will never purchase from them again because of this and I hope this company doesn't steal from anyone else in the future. I am truly saddened there are businesses who hire employees like this who insult customers and treat them like sm. I am so appalled! This situation occurred Friday May 29th around 5:30pm! The product was the Kailman Bar Cart and my order number XXXXXXXXXXXX!

On May 1, 2020, I placed an order through the Ashley Home Furniture (AHF) website for a ~$200 mirror. I received the mirror on May 5th and it was completely damaged upon arrival. The frame around the mirror was cracked in multiple places and there were multiple (15+) missing mosaics on the frame surrounding the mirror. In other words, the mirror I received was damaged beyond repair. The mirror was delivered late the evening of May 5th so once I opened it (the box was already damaged and partially open upon arrival), AHF was already closed. I therefore decided to email them that evening to (i) notify them of the issue, (ii) indicate that I would either like to return the product or receive a replacement, and (iii) I attached multiple pictures showing the damage to my email. I received no response. On May 9th, I called AHF and after being on hold for more than 35 minutes, I gave the AHF furniture employee all of my information and was promised that I would receive a phone call from the refunds department within 48 hours. I received no such call. I called AHF again on May 13th and went through the same, very length process. I was promised a return phone call within 72 hours. I received no such call. I called AHF again on May 16th and left a voicemail because their lines were busy and leaving a voicemail was the suggested protocol. The voicemail promised me a return phone call within 72 hours. I have now reached out to AHF more than 4 times and spent more than 4 hours trying to contact them & have received no response. I am currently out the price of the mirror and now all of the time I have spent trying to remedy the situation. I wish I never would have purchased this item from AHF because it has been nothing but an incredibly disappointing and unpleasant experience. Customers deserve better especially when those customers are going out of their way to try and seek a speedy resolution of a problem created not of their own making. My order number is #XXXXXXXXXXXX & I am requesting a refund of $176.33.
Product_Or_Service: Banks Mother of Pearl 28" x 37
Order_Number: XXXXXXXXXXXX
Account_Number: XXXXXXXXXXXX

Product still has not been delivered.
On 3/13/20 I order merchants from Ashley. The merchant was going to be delivered by April and the date was change till May. 2, 2020 and the date was change to May 8, 2020. When I complaint on 5/8/20, they told me the company was sold and the deliver day would me till 5/30/20. The reason I'm upset is a Friday that purchase merchandise with them, when the store reopen. Already resend the purchase. I believe this is not right, since I'm still waiting for the merchandise I order. This is poor customer service, they never called to give me updates.