Ashley Furniture Homestore

Refusal to repair or replace furniture as appropriate.
Purchased sofa in May 2018. Entire center seat frame collapsed after 6 months. Ashley repaired by installing 2x4 wood slats making seat extremely uncomfortable to sit on.

In May 2019 reported the dissatisfaction repair of center seat AND that left seat cushion was collapsing in the back.

Ashley refuses to repair or replace defective furniture because I commented that I had laid down and slept on the sofa. Rep stated that sofa was for "sitting only" and that since I admitted I had slept on the sofa once, it voided the warranty and they would not repair or replace the defective product.

Purchased an ottoman which did not hold up to quality standards. Repair was made and shortly after the same problem continued.
I purchased an oversize chair and ottoman on May 02, 2018. Chair and a half with sku #XXXXXXX for $418.94 and ottoman with sku #XXXXXXX for $214.08. I paid a total amount of $911.47 with a credit card. Both pieces were delivered on May 10, 2018. In July we noticed the ottoman cushion was lopsided and did not hold up its form. Also the backing of the chair was uneven on one side due to lack of cushing material. I called the company on August 08, 2018 to notify them. They informed me they would sent me a cushion for the ottoman and stuffing material for the chair and a technician to repair both pieces. We started to have the same problem with the ottoman again so I called for a second time in February, 2019. On the 28th of February another technician came to look at the ottoman and he clearly stated other customers were having problems with the same ottoman and there was clearly a manufacturers defect and they would contact me to get a re-selection of the chair and ottoman being that they were purchased as a set. I received a call from their corporate office on March 06, 2019 telling me it was not a defect but normal wear. I spoke to the supervisor who was rude and unwilling to negotiate with me and suggested I did not know how to use the ottoman and that I was most likely using the ottoman to sit on. Which I have never used it to sit on. I told him I was satisfied with the oversize chair and I would appreciate it if they would just replace the ottoman. I was not asking for a refund. He refused. Corporate office did not contact me after the phone call with the supervisor. I called Ashley Furniture in El Paso, Texas and spoke to Lori, customer service representative on March 15, 2018 and gave her the details of the problems I was having with the ottoman and corporate customer service. She also was not willing to help me out to get me a re-selection on the ottoman and said she could not override corporate's decision. She said they would again replace the cushion and if I had the same problem again, I would have to call and have a technician inspect the ottoman again and that maybe at that time they would determine if it was manufacturer defect. I am disappointed with Ashley Furniture that they do not guarantee the quality of their furniture. We have no children living in my home and the ottoman was rarely used. The ottoman should have not been in that condition after 2-3 months. We began having problems with the ottoman in July 2018, two months after delivery. I also purchased 5 year platinum furniture protection plan for both pieces which they said does not cover the problem which I am having with the ottoman.

Product was defective, the box spring foundation
is not attached to the wood frame. Product has BIG GAPS and space where it should be attached.

I purchased box spring foundation on 1/1/2019.
Product was delivered on 2/14/19 and on 2/15/19
I removed plastic from box springs and discovered
defects in product. My sales rep name was Eric, I've reached out to several warehouse associate and customer service and still no resolution. I've sent photos to several associates.

There Furniture doesn't even hold up for a year. They had to come out after having it for 6 months to add foam to all our pieces because they broke down that quickly. They told us they would come out anytime and add more foam or replace it. Okay, here it is another 6 months and the Furniture is showing more wear & tear, but this time they said it's not under the 5 yrs extensive protection plan and their 1 yr Ashley warranty is over so NO we won't fix it. So basically they DO NOT stand behind their Products....
It's true, you get what you pay for, their Furniture is not, is not worth a penny!!!!!!
Make sure you get everything in writing, because being lied to by several Sales Reps will come back to bite you in the ae...

Have a recliner needs repair. 3 appts set up no one comes
Each time I speak with Jessica she says tech said no one was home. Each time not possible. We are home everyday and we ate in a gated building. No one called for entrance code. Asked for manager. Jessica said no manager is available. I paid for warranty and soon it will probably be up. Unprofessional.

Amount charged incorrect. Promised delivery date wrong.
January 5 purchased dining room table chairs and china hutch. Was quoted a price and delivery of two weeks. Went home, to measure room phoned back same day to complete transaction. Bill received was more than price quoted. Took multiple emails and individuals to get this resolved. Then was told deliver was 6 weeks not 2. Today phoned Ashley to inquire of delivery as the 6 weeks passed few days ago. Was told delivery was now at 11 weeks. This is unacceptable for them to hold the money and product for 11 weeks.

My wife and I purchased furniture 1st week of October. Only half were delivered and the other half is not delivered. 16weeks & counting
We purchased over $3000 worth of furniture beginning of October. (October 6th) Despite the money spent, we were only able to take two deliveries for free. Our bed had a lead time of 6 weeks so we decided to have the coffee table and bed delivered after 6 weeks. After 8 weeks of waiting, I called to ask where the second shipment was, I was told that it will be in around December 5th and it would take another 5 days after they receive it to schedule delivery. Over two and a half months of sleeping on a mattress on the floor is pretty unacceptable.

Called again at week 10. I was told that now it is pushed back another 6 weeks. No apology by any staff including manager. Went in to the store and Matti, a manager, gave no alternative other than canceling, picking a new bed, or waiting. No extra discount to pick a new bed (that was promised by a different manager over the phone Johnny) and no option to have our other furniture attached to the bed (coffee table) shipped separately at no additional cost. She just said "You can pick up the coffee table yourself) We really wished we never gave this store our business but it seems like we are kind of stuck with them since other furniture that are delivered match with the coffee table and bed we are waiting on.

1/19/2019 Called today for an update and was told end of the month or early next month. Yep going on to week 16 now and you guessed it, not apologetic at all.

01/25/2019 Called... Now they think they will get the bed end of Feb. Asked for the two managers on staff Johnny and Gary. Somehow both were unavailable. I asked Johnny to give me a call back with a plan and no call back. I asked the lady for the regional manager's number but she refused and only offered the corporate "customer service line"

ASHLEY FURNITURE DELIVERY PICKED UP BED, NIGHT STAND, AND CHEST OF DRAWERS WHEREAS THEY WERE ONLY SUPPOSE TO PICK UP BED AND CHEST ON DRAWER ONLY.
I PURCHASED FURNITURE FOR MY SON'S ROOM. A KING SIZE BED, (1) NIGHT STAND, AND (1) CHEST OF DRAWER. WE WANTED TO EXCHANGE KING SIZE BED FOR QUEEN SIZE BED SINCE KING SIZE WAS TOO BID AND ALSO WANTED TO RETURN CHEST OF DRAWER. I WANTED TO KEEP THE NIGHT STAND SINCE I WAS PLANNING TO GET THE BED EXCHANGED. THE 3RD PARTY DELIVERY GUYS THAT ASHLEY FURNITURE HIRES PICKED UP EVERYTHING INCLUDING THE NIGHT STAND THAT WAS NOT SUPPOSED TO BE PICKED UP. WE CALLED ASHLEY FURNITURE NUMEROUS TIMES TO EXPLAIN THE SITUATION AND THEY SAID THEY WILL LOOK INTO IT AND TRY TO CHECK CAMERAS. THE (1) NIGHT STAND THAT WAS STOLEN BY THE DELIVERY GUYS WAS NOWHERE TO BE FOUND AND ASHLEY FURNITURE BLAMED THIS ON US AND ACCUSED US STILL HAVING THE (1) NIGHT STAND WHICH IS POINTLESS SINCE I DON'T HAVE THE BED SET. UPSET, I THEN CANCELLED THE WHOLE ORDER I TOLD TO JUST REFUND MY MONEY BUT THEY STILL CHARGED ME FOR (1) NIGHT STAND. I AM NOW GETTING CALLS FROM DEBT COLLECTION AGENCY REGARDING AN OUTSTANDING BALANCE OF $500 SOME DOLLARS. THIS IS VERY UNPROFESSIONAL AND UNETHICAL PRACTICE FROM THIS BUSINESS. THIS COULD AFFECT MY CREDIT EVEN-THOUGH THIS IS NO FAULT OF MY OWN AND ASHLEY IS RESPONSIBLE FOR HIRING THESE THE IFS OF DELIVERY GUYS.

Defective throw pillows x2. They refuse to exchange, replace, give credit or refund my money. I've spoke with them more than once.
Purchased 2 throw pillows on 06/16/17. Pillows started to fall apart shortly after. I called Ashley Homestore and was told nothing could be done. Talked with salesperson who didn't understand why and saw the pillows personally. Spoke again to Ashley Homestore. Last time I spoke with them was 01/16/19.Said there was nothing I could do. I told them I would go to the Revdex.com and they did not seem to care. The pillows are now almost bare from loss of red fibers. These were not on sale. I paid full price for both and was not told they were not covered or not refundable/returnable. Pillow info: SKU: *** XTUF Red Duran B Pillow 20X. Price was $34.99 per pillow before taxes. I carried them from the store myself. Sales rep was Christina L. New.I paid in full by bank card.Sales Order XXXXXXXXXX. Customer # XXXXXXXXXX. Document date 06/16/17 12:43PM.The items are defective and can no be fixed and was not damaged by myself or others.I am willing to work with Ashley Homestore to resolve this issue.

Misleading Info. To Upsell
Ashley furniture sold me 11 warranties on 11 pieces of furniture and the warranty company turned out to be a total disaster and not even worth having it.

I had a tear in the recliner and platinum warranty services refused to fix it.

I made a complaint with Revdex.com to get my warranty money back from this company that I was mislead into buying their warranty.

Now I need my recliner EXCHANGED by Ashley furniture for giving me misleading info. about it being completely covered.

I bought it 11/30/2017
that's a little bit over a year - the reason for the tear is not an accident or anything it is a crack in the leather. the warranty company didn't cover it because it is not a genuine leather!!
Really - why would you sell me an extended warranty on something that is not covered because it is a bad quality ? - why do you sell bad quality furniture ?

I need this recliner exchanged ASAP!

BTW The Sofa Sleeper I bought with the recliner
has a problem as well but in the mechanics - Ashley told me they will change that - we'll see.

Ashley refused to exchange a severely defected furniture right after delivery.They throw me to a third party repair company who's not responsible too.
I purchase two pieces of furniture(Cost $1181.05) on Dec22nd, 2018 from Ashley Home store Plano. The furniture was delivered on Dec 27th, 2018. Right after delivery, I found both pieces were defective and I called Ashley Customer Care right away and requested the replacement. Ashley refused my request and told me that I have to wait a technician to verify. The technician was from the third party company called "USAQualityRepair" which is very difficult to schedule the appointment. I was then scheduled on Jan 2nd between 3:30pm to 6:30pm. The technician called me after 6:30pm on Jan 02 and tried to cancel the appointment. I insisted to keep the appointment and he didn't show up until after 8pm. He stayed in my house for less then 10mins and just took a few pictures then left. Next day I(Jan 3rd) called the Ashley Customer care again and complained about the "USAQualityRepair" service and again Ashley pushed me back to "USAQualityRepair". I had to call "USAQualityRepair" again and was told to schedule another time for the repair since the repair work will take about "2 hours". Since the bad experiences with their technician, I requested to be scheduled in the morning. Then they scheduled me again on Jan 11th and told me an automatic call will tell me the time frame about 48 hours before the service day. Now I just received the automatic call and AGAIN I'm scheduled between 4:30pm to 7:30pm. It's ridiculous that they scheduled a complicated repair during the dark night hours and I knew that the technician won't show up until after 8pm. How could he do a "quality" repair in such a hurry? I called Ashley Customer Care again and they kept saying that they didn't have the control of that company. If I request a reschedule from "USAQualityRepair" then I will have to wait for at least another week and will be scheduled at the night hours again...What a terrible product and service from Ashley furniture! They didn't care about their customers once the furniture was sold! The whole experience has wasted a lots of my time and I just wanted a replacement (or return) for the severely defected dresser!

Unresponsiveness from Ashley Furniture regarding my couch that requires replacement/repair. Not fulfilling their promise on warranty purchase.
I purchased a furniture warranty at the time of sale with my couch at Ashley furniture in Frisco. My wife and I were told by our salesperson that the extended warranty would cover ALL issues with the furniture regardless of circumstance. I reported a claim in September 2018 for improper wear and a tear in the cushion. The pillows are wearing horribly and their was an accidental tear in one cushion. I was asked to take photos which I sent to them under claim #59362 (9/25/18). I received a reply back from them for more information. I emailed them back in October and called the store directly. We have never heard back from them. Ashley is selling a furniture extended warranty to their customers where the salespeople say one thing but the "fine print" says something opposite. This is a misleading business practice.

Finishing on product started changing colors after not having item for even 2 months
On October 23 I purchased a bed and 2 night stands from Ashley Furniture and after about a little over a month of having the item I noticed the color started to fade. I contacted the company and told to send pictures because I wasn't in their service area. I was told that I would be contacted within 34 to 48 hours after they receive the pictures to let me know if my complaint falls under warranty. I then received a call from the company stating that I needed to send a picture of the entire headboard and not just the damaged areas in which I did and then was told again that I would receive a call in 24 to 48 hours. After 3 days had passed I called again and was told that management had to send it up for higher review. When I finally received a call back with the decision I was basically told that it was something I did to the item or something in my hair that damaged the item and it's wasn't covered under warranty. This merchandise was not cheap and I have not even wipe this item down with nothing to damaged this item. I have been purchasing furniture for years with Ashley and I have never experience the level of terrible customer service like I have this year. They do not stand by their mission or product because quality furniture don't do that in this short period of time and the fact they didn't even try to attempt to satisfy me after all the money I had spent on this item speaks volumes of exactly what type of company this is.

No options given during delivery. Expectation is to have empty room.
I was scheduled for a delivery this morning. Delivery driver did not deliver what was ordered. Claims that can only deliver, I guess, to an empty space. My wife is a cancer patient who cannot go without a bed or a couch to lay on. How can the expectation be to only deliver to an empty space? What about elderly customers, etc, or someone such as my wife who has a disability and is wheelchair bound? How does Ashley furniture deliver to people with disabilities when the expectation is that your workers do not move anything at all? I can understand no haul away, however, to not even offer to move furniture is unacceptable. Even if this wouldn't be a part of the responsibility of delivering, the couch that is in place could have slid back 4-5 ft to facilitate the new couch coming in. As far as bedroom set, pcs could have been dropped off an placed into garage. Garage was wide open space to facilitate where "old" furniture would go. Frustration lies in that options were not given to my wife but delivery driver came back inside and took pictures. First, I do not accept any of your employees taking pictures inside my home and second if this was a means to cover himself to show that furniture was in place, that is purely deflection. I have called customer support at local store and operator, I feel, is truly trying to assist. Was offered to refund delivery fee and receive delivery after Holiday. I have to use holiday and time off to get my house in order and am now unable to do so. This situation is unacceptable when Nebraska Furniture Mart and Rooms to Go moved items to the street for us. I have since been on the phone with someone to assist and the re-scheduled delivery date is now after the Holiday. They have waived the delivery fee in an attempt to rectify the situation. The issue is bigger than the delivery fee, however. How is someone who is disabled and/or unable to lift move furniture purchase anything from this store when the expectation from Ashley is that the items be moved for the new to come in? Again, competitors do not require this and I am deeply concerned for others.

I ordered an entertainment cabinet from Ashley furniture online website on 8/12/18 which was delivered on 8/31l18. My confirmation# is XXXXXXXXXXXX. At the time of delivery, I was out in California so a friend was on-site to meet the delivery people for me. The delivery people failed to install the shelving for the cabinet and installed the magnet inside for opening one of the doors improperly (may have been broken from the start so it did not work. Since then I have reach out to Ashley numerous times and 2 months later still nothing. Back on Oct. 6, I was told by their customer support agent that she would ship me the missing items and new magnet. A month later it still didn't come. I called a few more times. Each time someone stated I would receive a call from the delivery company which never came. I finally got someone who came across like they cared and she told me that the item would be delivered by the 12th. It is now the 14th and still no items. Ashley has turned what should've been an enjoyable experience and loyal customer into one that wishes they never did business with them.
Product_Or_Service: Delivery setup
Order_Number: XXXXXXXXXXXX

Very Dissatisfied! I want a full refund or my bed delivered in a timely manner. I was harassed to pay off a bed that's not even in stock.
I purchased your King Sorinella Bed on 08/05/18, it was put on a 90 day layaway plan. I was called 08/06/18 letting me know it was at the warehouse and I needed to schedule a delivery, I advised how is that possible when I'm still making payments? I was contacted consistently by my sales associate *** to pay the bed off, I advised her I wasn't moving into my new place until October 24th, she told me to pay the bed off before then to ensure I'll have it on time, I followed her instructions trying to come up with extra money to pay this bed off along with other moving expenses to be told that the bed won't be available until December, I've already purchased other items to match this bed, I can't wait another month or so for this bed to be delivered to me, I don't want to sleep on the floor, I've already purchased a mattress and box spring for this bed, I don't want any other bed but this one, this is a big inconvenience and I'm disappointed and most importantly very dissatisfied with this outcome! I've spent $801.30 total to be harassed to pay a bed off that's not even available when I need it! I'll be filing other complaints with the Revdex.com and everyone else!

Table was purchased online on 10/9 with delivery confirmed by 10/17. Now told delivery date is unknown.
The purchase was made on 10/9. I received an acknowledgement the same day with an estimated delivery date of 10/17. On 10/10 received another email confirming that my delivery date was 10/17.

I called today to confirm the date and was told that the date they supplied on 2 separate emails is not accurate and that they don't know WHEN they can deliver it.

This place is horrible, took forever for them to deliver furniture, then returned it.Still haven't recieved our full refund. One lady told us that they are short staff (which is not our problem) After talking to so many people they keep giving us different information about the refund process. One person is telling us it take 5-7 days the other is saying it takes 20 days! Another saying the check is going to be mailed to us and other is saying we have to pick it up when it's ready. Which one is it? Get your information straight. We have been waiting two weeks for a refund and still nothing. I'll be contacting corporate too.

I purchased a bed set from Ashley Furniture and picked it up from the Brandon warehouse. Once I started to put my bed together I discovered I was missing two important pieces, legs for the headboard. I ca t use the bed w/o them. I have contacted Ashley furniture and customer service was not helpful in assisting me in getting the missing pieces. I was given the run around, told they would send them, never rec'd them. in the mean time I have deployed and will not be home until late December. my mother who has POA to take care of things for me attempted to contact 5th hem through the local Lakeland office and was told they could not help, only in collecting my money are they of assistance and was also told that it's like pulling teeth to get assistance in getting the missing pieces. I am now just wanting to give back the bed I cant use if I cant get the missing parts. I pay over 200.00 a month for said bed that I cant use.
Order_Number: XXXXXXXXX

There have been 3 separate issues since placing my order. Ashley's Furniture is not resolving these issues.
When I placed my order with Ashley's Furniture, the sales rep put in the wrong order. The manager called me and asked me to down grade the base for my bed so that I wouldn't be charged extra. I told her this was unacceptable because this was not my mistake and the only thing she would offer was to down grade the base. I also asked to have all Furniture delivered in the boxes because I am moving to Austin and the furniture was being loaded on a trailer I rented to be taken to my new home. When the furniture was delivered, it was all taken out of the boxes. The guys who delivered it couldn't provide a reason why, and loaded in the trailer. When I called the supervisor he only offered me a $100 refund. It cost my $97.00 to buy moving blankets as well as two hours of having two movers unload it, wrap the furniture and place it back in the trailer. The next day, I took the furniture to Austin where my new home is. It was unloaded and I noticed the dresser was not put together properly and had a disturbing wobble. I immediately called Ashley's Furniture and was transferred to customer care. The customer care lady (who never provided her name) was very rude, accusatory and very unprofessional. She first stated it's my floors that are uneven and every time I would begin to speak she would cut me off, never allowing me to speak. She finally said I'll call you back when I get a chance because it's my lunch time. I asked her to please call me back before 2 pm so that if needed, I could bring the dresser back before returning the trailer. At that point, she stated I couldn't bring it back and stated she would call me back after her lunch. She never returned my phone call. I then decided to return to Fort Worth ( a 6 hour round trip) to speak to a supervisor in person. When I got to Ashely's, only the assistant manager would speak to me. After being at Ashley's furniture for 2 hours, the only answer was he was going to see if someone would go to Austin to service the dresser. He stated someone would call me the next day. Of course I never received a call so I called back. He then had another customer care rep call me who stated the same thing as him. They would try and see if someone could service it since they are franchised, offering no other solutions. I wrote an email to the customer care rep asking for it to be serviced as well as a discount price for all the trouble or that I can go ahead and return the entire purchase for a full refund. It has been two days since the email and I have yet to hear back from Ashley's Furniture for a solution to all these issues I've had with them or how to return all the furniture I purchased from them.