Ashley Homestore - Longview

Was delivered the wrong color of loveseat. Salesman misrepresented the product. I've called 5 times since delivery and 2 trips to store. No response,
I purchased a loveseat that was delivered to my home on January 14, 2020 close to 5 pm on a dark rainy day. I thought then the color was wrong and ask the delivery personnel their thoughts on the color... with a response of most customers think the color is different than the model in the showroom floor. Suggesting the lighting in the store made items look lighter. Again, it was late and rainy. So, I knew my husband would be home any minute and he could tell me if I was wrong. No... I was correct ! I looked at several loveseats with the sales lady steady on my tail enjoying my grandson (14 ) stories as to why I had Chocolate Brown carpet and brown/tan furniture ! I was replacing a Tan couch! Kathy our sales person made sure to let me know I could get the couch in several colors and as I continued to let her know I wanted to stick to a Tan/Beige color as the other furniture pieces were Brown in color. Well ... I got delivered a Grey /Slate colored loveseat !!! I started calling the next morning and drove the 40 miles to the store the next morning as well thinking the situation would be resolved. I assumed we could just change the loveseats out. Well, first no one could help me, my sales person wasn't there and I was told to call 903-653-1705 and in 24-48 hrs someone would contact me regarding the matter and guide me through the exchange process. As of today it's been 14 days and another visit to the store after 5 calls with No One retuning my call, I mean No One !! Crickets !! Not even to tell me to bad so sad, let alone make it right !!! The last insult was today at the store I was informed the loveseat I got only comes in Slate Gray or a Chocolate color !!! I'm floored by the lack of care or concern... absolutely No Customer Service !!! And I have a huge credit limit with Ashley Furniture !! What joke !!! Horrible Company !!!!

I want refund!!
I bought a sectional five months ago after two months the cushions began to break down, so they sent some one over to see about the issue. At that time the only thing we could see that might fix the problem was to add more foam to the cushion. Well at first it seem fine. It's know been five months and it is doing the same thing. I have called the store Ashley's furniture, and have only been able to talk to manager one time. He said he would send some out again it's been three days and have not heard anything.. I have called everyone else that I possible could still nothing. It's still has warranty and also exstinded warranty!!!

Poor customer service, damaged products, deliver service is horrible
Bought a counter table and 4 stools on 7/2/2019 on the condition it would be delivered by 7/13/2019. Was scheduled to be delivered on the following Tuesday 7/9/2019. They never showed but when they finally did they delivered 3 stools only. I made them take one stool back due to a scratch in the seat.After many texts from automated system that wanted to deliver during the week while I was working, I went by the store and spoke with the store manager. He gave me a number to call. I called the number and it was to the people who set up deliver in auto system....same thing happened with delivers not times that worked due to work schedule.Finally a table and two stools were delivered. Table broken and same scratched seat stool was delivered back and well as another defective stool. I sent an email to the complaint department and included pictures. she said they would replace the set but then she was moved to another department but was kind enough to let me know that she had forwarded my email to the replacement. Haven't heard anything to this date. Also as of today, 8/11/2019 we still have a broken table and messed up stools. I WANT MY MONEY BACK! Ashley's is a ripoff, lying to customers, they have crappy products (made in China), customer service is the worse I've ever experienced. I will never refer anyone to Ashley's. DO NOT BUY ANTHING FROM ASHLEY'S HOME STORE.

On June 7th, we purchased a home in Texas and bought furniture from Ashley Furniture in Longview, Texas. We were not able to return to Texas until July 5th, and were guaranteed that our one-room of furniture would be delivered especially, since it was a month later. On July 3rd we received a call stating all of furniture would not arrive, and then received a text that all of our furniture would arrive. We waited, and they arrived with only part of our order. We received an ottoman, love seat, and two end tables. We did not receive the sofa, a chair, and a table.
We then received a call from the store, offering to give us $150.00 for our troubles.
We called the warehouse and made arrangements for the remaining order to be delivered all together. We found out that our sofa would be available on August 13th, Chair August 19th and table August 27th. The rug we ordered was a big communication mix-up with its delivery also, so we drove to Bossier City in Shreveport, La to pick it up ourselves.
Then we were told that all of our furniture was going to be delivered on August 31st.
On August 29th, we received a text that we would receive all of our remaining order. Unfortunately when they arrived, we received our sofa and chair, but still missing the table. Ashley Furniture in Longview, Texas and their warehouse, wherever it's located, has serious planning and communication issues. You've been warned!
This time we called the warehouse twice a week until our next delivery on September 28th. Everything was a go and we would finally receive our table, the last piece of our furniture.
On September 26th, we received a call that our table was unavailable and they were not sure when it would be. Later that day we received a text that it would be delivered. At that point, we've had enough from Ashley Furniture, and decided to cancel our table order. We called and cancelled the order, and were credited $113.00 short of what we paid for the table. We called Ashley-Longview and spoke with the Manager who found the correct price of the table. He was very helpful, and did refund us the entire amount that we paid for the table.
Ashley has beautiful furniture, but their delivery and communication process is a mess. This was only a purchase for one room of furniture, and glad it wasn't an entire house full.
Please note, this all started in June 2019 and lasted through the month of September.

The ***'s

We purchase the bed on April 11, 2019. My husband paid for the bed with a debit card. They said the bed was built at a warehouse, we would get it as soon as they could deliver. One month went by , then two, then three. Joe went to get our money back. They put us off, we finally got the bed on July 10. The rails didn't come with the bed. They said the rails were on another truck we were supposed to receive them the next day. We are still waiting.

no services or products delivered. Order cancelled within 72 hours. No stocking fees incured .product had not left the manufacturer. Delivery date was to be 9/21/2018.
Product_Or_Service: Furniture
Account_Number: XXXXXXXXXX

Purchased and paid cash for a bed from Ashley Furniture for my daughter was late, missing parts, and had a stain. Told custom made not.
On 7/11/2018 we purchased a bed for my daughter *** at Ashley furniture. Paid $500. cash and was told it would be ready in 3 to 4 weeks. We where not told it is made in China and that is why it takes so long. My daughter is starting freshman college and we explained we needed it by 8/11/18 latest. We received it 8/18/18 her school orientation weekend. Upon assembling it we found missing parts. Were told it would take another 2 weeks to get them. The upholstered headboard also has a stain on it. So, they said they would replace the headboard and deliver it but it will be October 9th before we get it. I asked for a refund but was told no refunds. I was told we could exchange it but the process would start all over and we would still not get a bed until October. I asked for the floor model just so we could get her room put together and they said not. So, no matter what I do my daughter does not get a bed until October although I paid for it in July. I ultimately would like my money back!

My wife and I purchased a Nickeline LCF queen mattress for my 78 year old mother with back problems. After sleeping on the mattress for 10 days her back was seriously hurting. She had to sleep in a recliner that was slightly more comfortable. I contacted customer service and stated that we bought the mattress under the 90 night comfort guarantee, stated the problem to the official and was told that we had to keep the mattress for 30 nights after delivery date before we could exchange it. We were not notified of the 30 night policy when we purchased the mattress. We were only told that we had 90 days to return it if not satisfied. I contacted the store manager and explained the problem to him. He made some phone calls but said there was nothing he could do and was unable to compromise or work with us. So now my elderly mother has to sleep in a recliner for another 12 days before we can qualify for the exchange. I believe this is cruel and unreasonable treatment since the mattress is just sitting in the room not being used and not being "broken in" as the company's policy dictates. We are not asking for our money back and are willing to exchange it for a more expensive mattress. All we want is a mattress that my 78 year old mother can comfortably sleep in so she does not have to continue sleeping in a recliner. Please help us resolve this problem so my mother does not have to continue to endure severe back pain due to an uncomfortable mattress.
Product_Or_Service: Nikeline LCF Queen Mattress
Order_Number: ***
Account_Number:

I bought this mattress at the insistence of the salesman. He assured me it has a 10-year warranty and I could get it replaced if there were any issues with the mattress and as long as I purchased a cover and kept it on. I bought the cover and has been on the bed ever since. Within 6 months, the mattress top has bunched up and is uncomfortable to sleep on. My partner has MS and finds it unbearable to rest.
Product_Or_Service: ***
Order_Number: ***
Account_Number:

The store seems to not be honoring a warranty 3 weeks after the purchase date despite selling us a 5 year extended warranty plan for $100.
We purchased a power lift chair on 11/27/17 for my 83 year old mother at Ashley Furniture in Longview, Texas. My mother is in an assisted living facility and has difficulty getting up out of her chair. She is also required to keep her feet elevated as often as possible due to circulation issues (the chair also accommodated this). She really enjoyed the chair until 3 weeks after purchase when it stopped working. It is stuck in the fully upright position, so now the chair cannot be used at all.

Please note, this is only after owning this chair for 3 weeks. My husband went up to Ashley Furniture, receipt in hand, and asked them what we needed to do to get it fixed.

We bought the chair on sale and we were encouraged to buy the extended 5 year protection plan on the chair for an extra $100. That brought the grand total to $733 and some change. Upon going to the store, my husband was told that he needed to call a certain number to speak to someone in the warranty department.

My husband left the store and, from his car in the parking lot, called the warranty department. He spent 35 minutes talking to these people. One of the solutions they initially offered was for "US" to pay a service technician $130 to come out and diagnose the problem. Reasoning that the protection plan SHOULD cover said technician, my husband told them that them that their solution was unreasonable.

They then told him that we had purchased the chair "as-is." My husband then asked them why the sales person encouraged us to buy the extended warranty if they weren't going to honor it.

They told him they could send us some new parts for the chair (without actually diagnosing the problem) and that ultimately, it would be up to us to install them. I'm sure if we tried to install these "parts" ourselves, our seemingly useless extended warranty would definitely be voided. After getting nowhere with the first representative, a supervisor got on the line and concluded that this was ACTUALLY a matter for another Department and gave my husband a different number to call.

My husband made a call to the second number and was told that he should go back in the store, since we had not even owned the chair for 30 days, and that the store should honor the warranty. He did so and the store created some type of claim.

This claim ultimately referred my husband BACK to the department he spoke to during the second phone call.

Needless to say, we've now both spent time on the phone again with both warranty departments AND store manager ***. Mr. has promised to keep us abreast of the progress, promising a return call. That was several days ago.

We are now on day 7 & the chair is still not fixed & no one has contacted us back with an update.

Manufacturer defective products purchased. Business refuses to refund money or replace products.
We purchased 4 upholstered bar stools from Ashley Homestore #016 on 9/11/17. The original salesperson was ***. The purchase price was $*** which included a 5 year protection plan. Within 1 month screws started to fall out of the legs of the chairs. When I tried to put the screws back in I could not due to the fact that whoever assembled the chairs over torqued the screws and stripped them out. We contacted the 800 number given first and got a rude message stating that they would not help us that it was not a manufacturers defect. I loaded the chairs up in my truck and personally took them back to the store and met with the manager ***. *** quickly agreed with me that it was most definitely defective products and collected my information to pass it up the chain. On Monday 11/27/17 at 3:25pm I recieved a call from Ashley Homestore telling me that they decided it was not a manufacturers defect but that we caused the damage and they would not do anything about it.