Ashley Furniture Homestore

I ordered a tv stand from ashley furniture on 04/27/2020, I am no longer able to access order status page, and unable to get ahold of customerservice
I placed my order for my tv stand on 04/27/2020 with the order number : XXXXXXXXXXXX. Original ship date was posted as 05/10/20, then a few days later it was posted as 05/14/20 then again it was changed to 05/16/20, and for the final time it was changed to 06/25/2020!! Which is outrageous. Now when I tried to log on to check my order status, the entire order status page is unavailable and I have no idea to know if my order is still being sent out. I even left a vm with their automated message to be called back within 72 hours and still havent heard anythin. this is ridiculous

Can't reach anyone at the company.
I've been trying to contact Ashley HomeStore because we received a damaged dining table. The order was placed on 5/3/2020; we ordered the "Parellen Counter Height Dining Room Table" SKU: *** (order number XXXXXXXXXXXX). We received the table on 5/16/2020 at 1:08 pm. We noticed right away that the box was wet and had a big hole. Upon inspecting the table we noticed that some of the corners were crushed. We called customer service right away (at 1:15 pm) and waited for about 30 minutes before the automated system prompted us to leave a voice mail and that they would get back to us within 72 hours. After not receiving a call within the 72 hours, I emailed them through the email they listed on the order confirmation (***@ashleyfurniturehomestore.com) and I received an automatic reply stating that they no longer use that email. I have also tried using their chat service on their website to no avail. There's absolutely no way to contact anyone at this company!

bought a couch and love seat and is falling apart after 5 years, also was falsely advertised
bought a couch and love seat in leather and was told just the back parts was not leather but made very well and will hold up just as well, after having it for 5 years I called and made a complaint to have someone come and repair it, I also bought the extended warranty and they said oh sorry you just missed it ran out last month, there is nothing can be done, as you can see by the photos this is also on the top back cushion, I was told that this was only on the back and not to worry as it holds up just like leather, for such a price I was not looking at replacing furniture after 5 years, it is now prob 6 years as have had the run around, this furniture is not even good enough to give away

Wanting to return furniture and getting ignored. Have contact customer service and they tell me someone will call and no one does.
Order number XXXXXXXXXX. Received furniture 4.25.2020. Have been trying to get a return phone call after contacting them several time. They keep telling me some one will call me back to make arrangements and no one calls. This furniture was ordered on line and I do not like it and just want it picked up and keep getting told they will get in touch and never do. Please help me get this return and credited back to my account. Thank you.

Horrible service and full of lies
On sunday 4/26, my husband and I went to the Plano location to purchase furniture for our new home. I had 9 item numbers ready to go, all we needed to pick out was the mattress. We looked around for about 30 minutes without speaking to anyone, then the Asst. manager, Ron, asked if we needed help. We said we were ready to check out and he let us know that he was "too busy" to check us out and that we could come back the following day. My husband and I work so we said no. He had over $4000 worth of items READY TO PURCHASE and he said he was too busy. There was only 1 other couple in the store. He said we could call him in an hour and he would take care of it. I called him and he seemed extremely put off that we had so many items. Then he asked if we were paying with a card and I let him know we are but its the Ashley store card. He said he cant run that over the phone and we would have to come in the store. I reiterated that we will not be coming in the store again because we work. He cleared it with his manager that we could do it over the phone and that the manager would call me back. 3 hours later, the manager hadnt called, so I texted Ron and let him know. He called me and informed me that they were too busy to finish the transaction that day and that he could call back the next day at my convenience. I agreed and he said he would call around 5 on Monday 4/27. 645pm comes around and I had not received a call and I was extremely irritated at this point. He called me back and let me know AGAIN that his manager was too busy and that they would call the next day. I expressed my frustration, because at this point, it was ridiculous. I didnt ask for help in the store, we werent difficult customers, we were literally just trying to purchase furniture and this was the most drawn out process I had ever experienced. Buying a car was easier than buying a couch. He apologized and said they are so busy, due to COVID and didnt feel like the store should even be open, which probably wasnt the best thing to tell a customer. I asked if there was anything he could do to help rectify the situation and maybe take a little off the price. He said he would talk to his manager and have them call me. So I waited for a call on Tuesday 4/28. He said he would call no later than 12. 12 came and went, which wasnt a surprise at this point, because every other promise was broken. Ron called and said he spoke to accounting and I would have to come in the store to finish paperwork. I told him I was beyond upset at this point, because if it actually was mandatory to come in the store to sign paperwork, I couldve made arrangements after work on Monday, but I shouldve been told that Sunday when he contacted his manager. I asked if they were able to work with the price and he said he hasnt even asked, because his manager was in a meeting. He said he would text me in 30 minutes and let me know what they said. 2 hours later I got a call from Jamie(?), the manager, letting me know she was calling to confirm my ID to finish the transaction. Not once did she mention anything else about the conversations with ron. I asked if she was able to come off the price to help recitfy the situation and she said no, so I let her know I would have to talk to my husband. It wasnt about the price. We were prepared to pay it. It was the fact that nothing but "im sorry were too busy" was said. We ended up taking our business elsewhere and I will never use or recommend Ashleys Furniture again, because the "managers" are incompetent and full of lies. Not one single promise was fulfilled. I have never had such a horrible customer service experience in my life. 3 days passed and I didnt get to purchase the furniture. I still do not understand why we couldnt check out on Sunday when we were IN THE STORE and basically begging to give them money. If this is how they act during a situation like COVID, maybe the store shouldnt be open at all.

Received my couch that's no where near the shade I ordered. They refuse to help me, do an exchange or anything to make it right.
Delivery date 4.8.20
Purchase 3.19.20
Model number XXXXXXX
Cr XXXXXXXXXX
Sales order XXXXXXXXXX
Sales rep Neeha ***
Manager Jaime ***
Amount $1,023.09
Visa card ending 5039

The couch is completely wrong color. Have texts from sales lady saying it must be a new model or edited color and agreed it's way dark. I spoke with corporate and they refuse to do anything saying it's the lighting. It is NOT. When I went to the store today since they just reopened, the salesman said he's had several issues and complaints about this same couch and color issue. Then the manager said the opposite and said there's nothing she can do and said even corporate told me there's nothing they could do so why did I even come to the store. I have video or her saying this. I have texts from my sales rep when I immediately texted her pictures the day it was delivered. I have video and photos of the couch, the texts from my sales lady and video me approaching manager.

it has been over 2 months of back and forth with them to retrieve this damaged item for a full refund, 16 phone calls, 5 emails, no response.
RE: SALES ORDER NUMBER: XXXXXXXXXXXX
I originally ordered this coffee table in the beginning of February, first item arrived damaged, numerous calls were made to customer service immediately, to request an exchange, finally after multiple phone calls, I was able to make contact with customer service, and a pick up ticket was submitted to UPS to retrieve the damaged item and a replacement table was then ordered. 6 weeks later, the new coffee table arrived on 3/31 even more damaged than the first table, I immediately called and emailed customer service to request a refund. I have now called a total of 16 times, (with some of those calls being a hold time of over 30 minutes, only to be disconnected and have to call back and start over) I have sent 5 emails with pictures in reference to this second table needing to be picked up as it has now arrived extremely damaged not once but twice, I am no longer interested in doing an exchange, and demanded a refund. I have spoken to 2 different customer service reps (recent one being Tami) who assured me that a UPS ticket was submitted for them to pick the table up within 24-72 hours. I had my package outside on my porch as instructed, even went as far as waiting a whole week, before bringing it back inside due to the weather (as I would then be responsible for any damage that would occur to the box because of rain) it has now been 3 weeks and when I tried to call customer service dept, it states "we are experiencing technical difficulties" please call back tomorrow. I feel now that I am out of options on how to get my refund, and cannot make contact with anyone at this company to assist me.

Protection plan does not cover what they promise in the stores.
Protection plan/warranty issue We purchased a 5 year protection plan for a set of living room couches. We were told at the Ashley store during purchase that the protection plan covers any and all stains, rips, tears and malfunctions. They said that the item would be fixed or replaced if any damage occurred. We recently moved the couch and we accidentally snagged the back of the couch creating a small rip approximately 1 inch in size. I called the protection plan using the brochure given to us at the store and began a claim. I sent pictures, copies of receipts, photos of model numbers etc. as instructed. The protection plan company returned our call and stated that they would not cover the rip or repair it because we violated the "terms and conditions". We did not receive copies of said "terms and conditions" when we bought the couches. They stated that they mailed us these terms and conditions. I kept all documentation in a file for the couches and can assure that we never received anything from them. My guess is that this protection plan company rarely if at all fixes any damage due to their "terms and conditions" which are supposedly mailed later and not even mentioned at the store during the purchase. My wife and I never heard an Ashley associate mention to keep an eye out for these terms in the mail. Ashley claimed that any type of damage was covered under the plan which is obviously not the case. Now we are stuck with a rip in our couch and feeling like we were robbed of the money we spent on this protection plan to cover our investment in the furniture. Montage would rather waste time listening to phone calls to verify specific details instead of taking care of paying customers that keep them in business in the first place. By far the worst protection plan I have ever dealt with.

Ashley employees promise that this warranty will cover your furniture for any and all sorts of reasons when you're paying for it. When it comes down to making a claim, there are so many ways the protection plan company will twist the situation so that it gets caught in the Terms and Conditions and eventually the claim is denied.I spoke with several managers through escalations and regardless of the situation they found a way to make sure it wasn't covered.Many were incredibly rude and the final manager I spoke with (Maria)The entire conversation between us, she spoke over me, many times and was not considerate to a customer. How she became a manager is incomprehensible. Well I guess it is understandable when you look at that shady company she works for. Absolutely horrible experience, would never purchase from Ashley again knowing this is the company they use for their warranty, and is basically a way to up sell and take more of your money. I spent too much time trying to deal with them and they just would not budge over a small accidental rip in the couch. We would have never purchased a set of white couches knowing that this protection plan was not going to follow through as promised in the store.

Ashley's delivery drivers and Covid-19
On Sat April 4th, I received a delivery from Ashley HomeStore DFW. When the delivery drivers arrived I quickly noticed that they were not wearing any protective gear for the safety of my family or for their safety. I stopped the delivery drivers about 15 feet away, and asked if the company provided any face masks, disposable shoe covers or gloves. The answer was no. For the safety of my family, I requested that the delivery men leave the furniture and I will find a way to move the furniture inside. The drivers left and my mother and I with gloves and mask began taking off the plastic wrappings. The driver came back as he saw us cutting the plastic off and said he would "at least" take the plastic and dispose of it. We walked off as he grabbed the plastic wrappings and drove off. We then sanitize the furniture as a precaution and carried the item inside. Shortly thereafter, I contacted Ashley's via email, Facebook, Phone and no one has gotten back to me. Today I called and was hung up on repeatedly. The delivery service is advertised as "Placed in room of choice, assembly, setup & removal of packaging materials. This was not executed due to the company not having these safety precautions in place. I am requesting a full refund for the delivery.

I am SO beyond frustrated with Ashley furniture and the it's warranty (HHC USA Corp) team. I have neurological, heart and lung issues. My husband is a 100% disabled veteran. After careful research and consideration, we decided an adjustable base was worth the investment and a key component to our quality of life. We paid for the base, delivery and the warranty. The base was great for maybe a month and then the foot motor stopped working. I contacted Ashley's warranty company the first week of FEBRUARY. A tech was sent out to swap the foot motor. This did not fix the issue so a new control box was ordered. The third week in February the same tech was sent out to swap out the main control box. Not only did the fix not work, there was smoke, and some popping sounds and the entire unit stopped working. The warranty company ordered replacement parts and informed me the cords required to fix the unit were on back order ... with no ETA on when they would be back in stock. I checked in on the 11th of March and there was still no ETA on the back ordered parts. I asked for a full unit swap out at this point as it had been approximately 37 days with a non-functioning unit. The warranty rep submitted a request to replace the whole unit. I checked in again on the 19th of March and was informed the approval on a unit swap out was still pending. When I reached out on March 23rd (43+ days) and March 30th (50+ days) there was no answer as COVID shut down the warranty company's inbound customer service department phone line. I left messages and got no response, so I then reached out to Ashley Furniture's customer support line. On April 1st I got an update saying the warranty company was working on the issue and to check status via their customer service line... This line was the same I'd called for updates with no response for weeks. Today is April 16th. It's been 57+ days since I've had a functional adjustable base and 16 days since I've been able to contact anyone from Ashley or HHC USA Corp on this issue. I tried the Ashley customer super line today and got dropped after waiting 31 minutes just to get someone on the phone. This is ridiculous.

We have been waiting on a refund of more than $1500 since January 9th. The furniture was returned within the allowable time-frame, we have video evidence of it being picked-up by the Ashley furniture delivery guys, and they have acknowledged they have it, yet they haven't refunded us yet. Phone calls were hung up on for weeks, now the customer service phone number doesn't even work. Facebook messages are answered until it's time for the refund, then they go silent. E-mails are answered until it's time for the refund, then those go silent also. Absolutely no one is willing to refund us the money they owe us. I have spent more than 40 hours on the phone trying to get it resolved. This is unacceptable and ought to be illegal.

We had the table for less than a month and the wood started warping and splintering. They refuse to refund our money
The table is starting to warp and peel apart. They refuse to refund us and said we must have spilled something on it.we didn't. They want us to use our extended warrenty to replace it. I want my money back so I can shop elsewhere for a better made product.

No refund? That isn't what the salesman told me, plus the website say I have a 30 days return policy
Purchased a sofa and recliner with a protection plan on 2/28/20 for a total of $1301.14 including tax/delivery fees via Discover card. Model numbers XXXXXXX and XXXXXXX, sales receipt XXXXXXXXXX. Sales rep - Ronald ***

They both arrived on 3/24/20, We had them for not even 1 day!

The Sofa/Recliner color is way darker than advertised, they don't fit well in our living room not to mention they are extremely uncomfortable to the point where your back hurts after just 1 hour of sitting on it. The did not mention at anytime buying it that I couldn't return it and I even asked "if we don't like them can we return them?"

The website states that there is a 30 day return policy and a 72 hour return policy, Whatever the case it's only been 1 day and just want a refund, honestly it's not that difficult, How can you run a big business and refuse refunds? that's so unheard of

I purchased about $4,000 worth of furniture with this company and they will not parts of my order without a 10% fee.
I purchased about $4,000 worth of furniture with the company. After MANY issues with the sales person and endless mistakes on my invoice ( wrong address, ordering wrong items) AND CHARGING ME FOR EXTENDED WARRANTIES WITHOUT MY PERMISSION I decided to cancel my sofa order and buffet cabinet. I contacted the store and the front desk lady told me I cancel but " we recently switched to a new company in December and they are really pushing this 10% cancellation fee". I literally do not care about your business changing what does that have to do with me as a customer? They are really pushing this 10% fee? Yes, because you guys have so many cancelled orders from unsatisfied customers that you still want to make a cut from them. This is irresponsible and devastating to customers especially during this pandemic.

My king size bed came in extremely flimsy.
Ashley furniture will not do anything about my bedroom set. We purchased a full house of furniture from the company in November 2019 and did not receive until January 2020. Thinking they would have great service and quality. I have called several times regarding our king size bed and they all give me the go around. I have spoken to a store manager Joe twice and he was no help. All he stated was that he could not do anything because he does not handle these kinds of issues. I finally got a hold of a customer service supervisor whose name was Jessica in which she requested I send her a video Of what I was talking about. She had the audacity to tell me based on the price range that is the quality I was paying for. My sectional which was also purchased there was nearly $4,000 and the quality is just as bad. My child who weighs no more than 60 pounds can't get on the bed without it moving around as if he was on a boat. I am very mind blown on how horrible the service is at Ashley's not to mention how horrible and cheap all the furniture is. As a customer who spent +$8,000 on furniture from there I should have the option to return or exchange the bedroom set. Please keep in mind my first complaint was sent within 72 hours of receiving the furniture and I'm still dealing with repairs on other furniture we purchased and the king size bedroom set.

I would completely give this furniture store a ZERO - Joe ***, the manager is a deceptive, rude store manager that allows deceptive business practices in his store on Airway Blvd. He has allowed a rental company Acceptance Now to work from this business and they are just as deceptive and dishonest as Joe and his sales people. These two companies are refusing to return to us a $350 deposit that was not even required, we chose to give the down payment in order to lower the total amount due. Ashley's didn't seem to have none of the furniture we needed/wanted in stock, we had to try to place two different orders, salesman Esteban stated that we could get our furniture (2nd order) by Mid March, that was a lie, he never bothered calling us to advise of this, we actually had to go into the store to find this information out, had we not gone in, Esteban would have never called us, when we spoke with Esteban in person he finally tells us that we are going to have to wait 2 months now for the furniture, supposedly due to one of the pieces being "discontinued" (which he never bothered telling us when we first placed order). At this point, we chose to cancel the order all together, this was not going to work for us, so we asked that our $350 deposit be returned to us, well Ashley's and Acceptance Now are refusing to give us our money back and they are both blaming each other's cancellation policy which does not exist in writing, and when we ask to see the cancellation policy, they refuse to show us anything because it does not exist! We have our contract from Acceptance Now and there is nothing there that states they get to keep our money, Joe *** lied to my son today and is stating that it's Ashley's cancellation policy but we never signed an Asheley's contract, when I called and spoke with Joe myself, he is now lying and telling me that it is Acceptance Now cancellation policy, and he is rude, disrespectful and not helpful in the least. I am pursuing legal advice at this point because I will NOT allow these deceptive lying individuals to take advantage of anyone else, we will get our $350 deposit back thru the legal system.

Have issues with couch I brought from them and they are saying my comfort is not covered under their warranty.
I purchased a cough from them in December, it was delivered on the 27th December 2019. After three weeks I noticed that the seat that I use was looking very bad, the seat was collapsing and looked like it was 10 years old. I took photos of it and went to see a manager at the store. She sent the photos to another department. I got a phone call in a few days from a company in Houston and they sent out a tech to look at the couch. I was told that they would replace the seat. The new seat was sent to my house and they returned to install it. He also put more fiber in the back as it was collapsing. The new seat is higher than the other and does not come out as far so it looks like two different couches made into one couch. The new seat is as hard as a rock and extremely uncomfortable to sit on. The fiber in the back has dropped down so now the very bottom of my back is pushed out. I have called several times to speak to someone concerning the problem. Was told the first time to wait a week for the seat to give a little. I waited over a week but it is still like sitting on a rock, I have called several times, each time to be put off with I will talk to my manager. Yesterday after three tries I finally got Beatrice to speak to me, she called me back after 6 p.m. to tell me that per her manager Jennifer my comfort was not covered under the warranty and I would just have to put up with the discomfort. I even offered for them to put the old seat back on as at least I was comfortable sitting on that seat even if it looked bad where my legs rest. She said we don't have that seat anymore, I told her I had it and it was out in the garage. I will be 79 years old in May and want to be comfortable. I paid a lot of money for this couch and feel Ashley has done me wrong. They obviously care little about their customers and only care about the money. I have the old pictures and new ones of this second seat, I am unable to upload them on this computer but have them if they are needed.

Improper assembly of bedroom set
On June 14, 2019, I placed several pieces of furniture on layaway. On July 29, 2019, I returned to Ashley's to place my order. I was told that I should receive my order by the second week of August. My furniture was not delivered until September 21st and I had to request the manager change the delivery date because he wanted to wait until September 30th to deliver my items to wait on my bedroom mirror. During the delivery, I was never notified by the delivery team that they did not have all of the hardware and legs needed to properly support the bed and the mattress (*delivery/setup cost was included in my purchase order). Two months later, I noticed that the bed was dipping in the middle of the bed. Due to the lack of proper support, the bed fell through the slats while I was on the bed. The next day, I contacted Ashley's to request a technician to come out and look at the bed. The technician came out on December 30th, during my appointment he pointed out that I was missing hardware and legs. On January 2nd, I followed up with the Ashley Customer Care team and even sent pictures of the damages caused by the improper assembly. I requested that they replace the frames and rails full roll slat in my email. In my email, I also mentioned that I didn't feel safe sleeping in my bed because of the lack of support and the bed slats were not secured by hardware. After my email, I was never notified that my items were ordered. I had to follow up with Ashley to make sure that the items were ordered. I was told that the items would arrive on January 16th. The items never arrived and I was told it was because of a snow storm. I called again a week later and request to speak to a manager and I asked if they could expedite the items because none of the customer service representatives could provide me with additional information regarding the first package. On February 8th, I was notified that the hardware and the legs were delivered. When I asked why I only received one box when I was told I was going to receive the slats, I was told my order was changed in the system. I was notified by the representative on the 8th that Ashley would replace the entire foot rail, frame, slat, and hardware instead of ordering parts. When I finally retrieved the package from my mailbox later that day, I noticed that they sent me three miniature legs. On February 9th, I went to the store to speak to a manager regarding my repairs. I was asked by the manager what kind of compensation I would need to make this right and I requested an extended warranty on the products (bedroom set and mattress) affected by improper assembly. The manager (Amber) contacted *** to see if this request could be approved. Ms. stated that ordering me a new set of items was compensation enough. I stated that the bedroom set should have been properly assembled when I received it and that the repairs/replacement weren't compensation. I also, told her that their technician wasted my time because they sent me the wrong items a month later. I also asked her if they could replace the mattress and she said they would have to send out another technician. I asked her if they could send the technician the same day as delivery and she told me no. She then proceeds to tell me there was nothing she could do for me other than store credit, so I told her to schedule to pick up my bedroom set since it was defective when they delivered it. She said it was outside of the return policy time frame. I believe that the product isn't outside of the return policy because the bedroom set was incomplete when it was delivered. When I asked her if I could talk to another manager she told me she was the only manager on staff for the day. I asked her to let the other manager (***) know I would like to speak to her regarding my situation and Ms. Alvarado said okay and hung up on me.

Mattress has a deep hole. I've asked for a replacement or a better mattress.
I purchased a mattress and box spring on 03/07/2019; Sales order #XXXXXXXXXX; Customer #XXXXXXXXXX; *** MXXXXX XXXX *** I noticed the mattress started to sink in after 2 months. I called Ashely Homestore customer service, and tech was sent out to investigate. The tech uses a plastic object and a string to measure the depth of the hole which is required to be 1 1/2" deep according to the "rules". I did not qualify because my defect measured at 1". I told the manager of customer service each time I am 72 years old with health issues, and I can not continue to roll out of a hole to get out of bed, and they keep telling me it is the manufactures policy of 1 1/2". The last tech used the same tool and measured the same depth on 02/04/2020. I have to wait another 30 days before another tech to come out again.

I have made multiple attempts to receive refund for a cancelled purchase from December that was not received.
My order was not received timely, so I made multiple calls requesting that it be cancelled and the purchase refunded. I was told this would have to be done in writing in the store, but I explained I travel and would not be able to come into the store. The manager Johnny *** stated the form could be emailed to me. I completed and returned the form, and made multiple follow up requests regarding the funds. I contacted the corporate complaint email and they stated only the store could assist. I made several follow up attempts and requested to be contacted by email, and received an additional call. I made several attempts to call back, but there was no answer. I feel their business practices are abhorrent and simply need the refund as the order was cancelled Jan 11th in writing.