Ashley Homestore - Tyler

After purchasing the Furniture Protection Plan at additional cost, defect in the finish of my dining room table is not being covered.
I purchased a dining room table from Ashley less than a year ago. This table came with an manufacturer Warranty. I also purchased the extended protection plan in case of damage to the table.
In February, I noticed the finish of the table was flaking off. There are several different placed of the table showing flaking of the finish. I filed with the warranty department and sent in pictures of the issue. The warranty department called me and said the damage appeared to have been caused by me possibly placing a hot pan on the table. I have done no such thing. I live alone so no one in my household could have done so. Also, the damage is in several different places on the table. Each day, more flaking continues to occur. I was instructed to make a claim with the protection plan I had purchased. They sent a technician to my house to inspect the table. His conclusion was that the table had a manufacturer default. It appeared the table had never been properly sealed. He directed me to contact the manufacturer department again. After doing so, I was again told that it was not a manufacturer default and they would not cover the replacement of my table.
Now I have a defective table that neither department is taking responsiblity for. I have been a very good customer of Ashley Furniture stores over the last 15 years and have never been given such bad treatment.

The table was delivered with a foot long crack in table. I called as workers were in truck but they said I accepted it and wouldn't have them take bac
The table was delivered with a foot long crack and upon delivery he took a picture and asked if it looks good. I thought he was referring to the position of the table since he had asked me previously where I would like that set up he then took a picture and I signed for it. I proceeded to check the table and noticed a crack but he told me I already signed for it and would have to contact customer service. I called them as the workers were sitting in their truck but they told me it was too late and they would have to repair it. The repair man came but mentioned he would be fixing it with glue I didn't pay for a broken brand new table. I expect them to replace it or at least fix the whole panel so it doesn't have a weak spot. They are refusing and telling me they'll glue it.

A 1 star is more than they deserve. We started this journey in August of 2018. We ordered a $3,000 leather sectional. It took 6 weeks to receive all but one of the pieces. I called several times only to find it was in the Tyler warehouse and it would be another 2 weeks before I would receive it. I arranged to pick it up with my truck. When I picked it up it was ripped. There were issues with each part including mismatched pieces. They agreed to replace all pieces and deliver a new one. The replacement was received several weeks later. One of the power recliners quit working within a week. They could not replace the second one because it was discontinued. At this point we asked to get our money back. We decided instead to give them another chance and picked out another living room set. It was about $600 more. We picked out a couch and 2 recliners for replacement. This was delivered in December of 2018. One recliner has a horrible puff in the middle of it. The other recliner makes a irritating noise when you recline. We purchased an extended warranty. We called for repairs. They can't fix the noisy recliner and said we would have to get use to it. The puff in the other recliner was "fixed" by replacing the foam. The repairman said that it was a inferior material. After 2 days of repair it is worse. I would never recommend them or buy anything else from Ashley Furniture again. We wish we had gotten our money back instead of trying to replace the sectional with something else from them. My desire at this point to is to get my entire purchase refunded.

Item purchased is causing pain. Extremely expensive, would like to be able to return for something that we can comfortably sleep on.
My family purchased a Ergo King size Tempur-Pedic mattress along with a base for bed adjustments. Purchase was made on April 13, 2019 and delivered on April 18, 2019. The purchase was just under $6000.00. Sales employees were very friendly and helpful, no complaints in that area. We do however has many complaints with the bed itself. We purchased this mattress to help improve our quality of sleep, and help with back and neck issues. Almost immediately after one nights sleep our neck and back pain worsen. We contacted the store at the beginning of this week on or around 04/23/2019. We notified the store of our issues. We asked to speak to store manager and was given the run around and just transferred to several different employees. We never got to speak to a manager after asking several times. End result of our call was that we had to keep the mattress for 30 days and then if our problems still continue all we could do is exchange for a different version of the same mattress. My main problem here is we are unhappy with our purchase and customer satisfaction should be a goal of any company. We are not wanting a refund, we are wanting to be able to exchange this bed for another purchase. My husband has already had to see a chiropractor for the pain this bed has caused, and I'm not far behind him. Its almost impossible for us to sleep. Now we are basically stuck with a $6000.00 bed and payment on something that is literally hurting us. I understand that every store has a policy on returns. What I don't understand is knowing how completely unsatisfied a customer is not doing something to help. We are not problematic people and would gladly purchase something from this store with equal value. We just want something to sleep on each night that lets us have a restful sleep.

Bought an item in November. Wasnt recieved so requested a refund beginning of January. They still have yet to refund my money.

I bought a sectional in mid November 2018. The business called to inform me that they were delaying the delivery of my sectional three times, and it was pushed back all the way to February. After having enough I went and cancelled my order during the first week of January. I was told that I could not receive my refund yet and after speaking with several employees, no one knows where my refund is. It has been several months and the only information that they are giving me is that I need to wait at least 4 to 6 more weeks.

I purchased two each bar stools with a 5 year service agreement. The bar stools are now in a condition of being a safety issue and I unable to get rep
I purchased a 5 year service agreement with the purchase of the two bar stools. In contacting Ashley for the needed repairs they directed me to *** to advise them of the damage. Prior to me calling I spoke with a employee of Ashley Furniture who confirmed that my service agreement was still enforced. She provided me with a contact number for *** I called to request a appointment for a service repair person to come out and make the necessary repairs. November 10th, and upon my discussion with a *** customer service representative she was unable to find me in the system. I provided her the requested information such as date of purchase, cr, Item number and sales order. She instructed me to call back Tuesday November 13th. She said this would allow for the information to processed and that I would be able to schedule a service call for the repairs. I called November 12th to ask for a appointment for the service call and I described the damage to the bar stools and I was told that they do not do that type of repairs. The bar stool operates in a 360 full turn and the mechanism for tightening requires the tools that I do own nor I am able to get them. I would like for the bar stools to be repaired or replaced

Purchased products still not available for pick up after 2 months.
I purchased two chairs from Ashley Homestore in Tyler, Texas on 7/3/2018. The salesperson was Jeremy ***. The sales order number is ***. I was told that the chairs would a available for pick up on 7/12/18. I drove to the store on that date, only to be told that it would be another week. The ne t date came and I was given another date for pick up. We have tried to contact the store manager, but he does not return phone calls. We have been back to the store and was given the date for pick up would be 8/28/18 by Logan M. We had him write the date and sign his name to our receipt. Still no chairs, just more dates. I asked to speak to the manager today, 9/11/18, and told he was busy. I asked to speak to the regional manager, Vada L, that was in the store today. He was busy also. I asked for him to return my phone call. Fours hours later, still no phone call. I want my chairs! I don't care, go to another store and have them shipped to Tyler.
The item number is *** swivel chair w/cushion (2/ CN)

Extended 5 year warrenty does not cover anything to do with furniture we purchased.
Last Feb. I purchased 3 recliners. Salesmen sold us a GBS warranty stating that everything would be covered if the chairs showed any problems for 5 years. Out of the 3 recliners purchased, one has something giving away with the frame/recliner part. Chair sits lopsided. The other has worn spots where the wooden armrests rub the material. So I called GBS as directed by Ashley and managed to complete my claim. WELL...I was informed by GBS they don't cover manual recliners, only power ones, and they don't cover material due to normal ware and tear. We feel the 179.99 that we spent for extended coverage for 3 manual recliners is a TOTAL SCAM. We called Ashley to let them know GBS does not cover manual recliners, and where then instructed to call the Ashley service center and talk to them. I only bought recliners. Manual ones. But Ashley could send out their repairman for $130.00 charge for one of their repair folks just to come and look. Any repair parts would be added on top of that. We feel at the very least we should be refunded $179.99 for a warranty that doesn't do what they stated.
02/02/17 purchase date
*** salesman
High Leg Recliner/Santa FE - B
$479.99 each 3 total
GBS 5 YR Protection 800-999
Sales Order # ***

@ Ashley Homestore 4820 A South Broadway Ave., Tyler, TX 75703 903-581-2945

We purchased a couch four months ago that has had the touch pad replaced three times and we wanted store credit for the whole couch and they won't.
At the end of August 2017, my husband and I went in to Ashley Furniture to buy a couch. We ended up buying a sectional with a cool touchpad built into the console that reclines the two seats on either side of it, the touchpad cools the cup holders, turns on a massage feature in the chairs and most importantly is the only way to recline the two seats on either side of it. Our sales lady was ***, and she is absolutely wonderful. We love her and she is not the reason for the review, I would give her 5 stars.

The couch was delivered at either the very end of August or first of September. In between then and the first of December, we had to have the touchpad replaced twice because it quit working. The first time it quit, the screen went black and one of the recliners next to it was stuck all the way out with no way to put it back in. We were shipped a new touchpad and had to call and set up a time for someone from our Ashley store to come and install it. At that point we were just glad that they agreed to replace it. Fast forward about a month and it quit working again. This time the screen didn't go black, it just quit recognizing touch and wouldn't do anything. This time the entire piece connected to the touchpad was replaced (the piece is 2 recliners with a console in the middle.... the whole reason we bought this sectional). We were not happy with the couch at this point and the fact that we were on our 3rd screen in about 3 months. We called our store and they just couldn't do anything about it. We accepted that and moved on until THE THIRD TOUCHPAD quit working less than a month later.

We called our store asking what our options were and they gave us a number to guest services, which is based in Western Tennessee. I called guest services on Friday December 22, 2017. The first lady that I spoke with told me that we bought the couch as is and that there was nothing that they could do for me. At this point I was requesting store credit on the sectional so that I could just get a different couch from our Ashley store. I asked to speak to her supervisor and she told me that "this was not a case necessary for a supervisor" and basically that I needed to just give up. I refused to get off of the phone and she finally put me through to a supervisor. His name is ***. After several hours on the phone with ***, he was adamant that a sectional is 4 separate pieces and that he could only refund the one piece that was not working (Keep in mind that this is the biggest, most expensive, main piece of the sectional) or we could basically just take away this piece and fill it with the same pieces that are on the other side of the sectional. If we were to take the first option, we would be left with half of a sectional (USELESS) and with the second option, we would lose our console with cup holders and a recliner. He absolutely refused to budge, so we got off of the phone without resolving the issue.

I called the Tyler store again and spoke with ***, she told me that she agreed with me that it was a terrible deal but that there was nothing she could do for me. I then talked to the manager ***, she agreed, too, that it was a horrible deal but that "corporate won't let her do anything about it."

I just want to point out that I am 23 years old and have bought two mattresses, a bed frame, dresser, kitchen table and chairs, desk, barstools and now a couch from this Tyler Ashley Furniture store and they were 100% okay with the fact that they knew that they were going to lose me as a customer for life because they refused to do the right thing. In four months, we have been through three of these touchpads and are currently stuck with a couch that the recliners don't work in. I finally accepted the refund on that piece of the sectional because I was left with no other options. I now have some store credit and half of a sectional.

I would not recommend buying products from this store, they do not stand behind the quality of their prod

I bought a sofa from this store back in October and had to deal with rude salesmen who caused us to sit at the store for over an hour waiting to check out. They lack communication skills and take no responsibility for inconveniencing anyone. Then when my sofa and loveseat were supposed to arrive they only delivered the loveseat and claimed the sofa was still on backorder and someone should have notified me, which of course they didn't. I call customer service to get a timeframe for when my sofa will be delivered on a certain day and they tell me they can't give me one even though I've been texted timeframes before. Very frustrated with this company!

I bought furniture from Ashley Furniture and purchased the extended warranty and now they do not want to honor it.
The later part of September I noticed that a cushion on my couch was damaged. I called the customer service number listed on my receipt for the warranty. I explained to them as best as could the damage that was on the cushion. They decided without seeing or even having a picture that it was normal wear and tear. This damage is on ONE cushion and not other damage on loveseat or couch. I have a 3 year old granddaughter that probable caused the damage with one of her toys. I do not know that for sure because I did not see it happen. I was not happy with that response so I sent pictures and still the same response...it was normal wear and tear. The pictures did not do it justice. So I called Ashley furniture and told them that when I purchased the extended warranty they told me it would cover ANY damage that I might have to my furniture and that the insurance company was refusing to even come out and look. I told the representative at Ashley furniture that I either wanted my money back, the cushion replaced or fixed. They in turn told me to call their customer service number. I have called them 3 times and each time they have told me they could not do anything but they would notify the store of my complaint and the store would contact me in 24-48 working hours. After calling customer service 3 times and no response from the Ashley furniture store I am not contacting you. This is how I see it. I spent almost 4,000 dollars in their store with 200 of that being for the extended warranty. They have my money and now they do not care. They do not even bother to pick up the phone as their customer service has promised me 3 different times that they would do. Again I paid for the extended warranty I either want my money refunded, the cushion fixed or replaced. I was just looking at their reviews and I am not the 1st person that has had this issue. It seems to me they want you to purchase the insurance and then they do not stand behind what they have promised to do.