Customer ReviewsforAshley Furniture HomeStore

I purchased a lot of furniture 7/7/2020. I also purchased a 5 year extended warranty for $629.00. I have paperwork and was also told that damages that could not be repaired would ve replaced. I have a headboard that has material on the back that was severely damaged. I made a claim 2/11/2024 and waited almost 2 months with no reply. I got a hold of someone yesterday who was so rude and condescending. He stated that my nightstand was normal wear and tear (btw all Ashley furniture is so cheap with just stains on top tomato it look like pretty wooden furniture). He said the headbaord would not be covered bc the material had separated. I informed him that the material had an accidental rip in it and was cut open. After asking to speak to his supervisor or the owner of the company he said he would send it for review. I then called Ashley Furniture and they inferred me that every store is a franchise and that they only hire 3rd party vendors to handle their claims and they cannot stand behind anything they do and if they decide that they wil not repair or replace then there is nothing they can do. This is unbelievable business practice. I was sold under the premises that if any accident occurs they will cover it. Otherwise I would not have spent the money. Now no one is taking responsibility for this matter. I will NEVER ever buy from Ashley again unless they make this right and replace the headboard or repair it.

The majority of Ashley HomeStores are individually owned and operated; we are franchised/licensees. Ms. S******** is correct that she purchased a Platinum Protection (PLT) Plan from an Ashley HomeStore on 7/9/2020. The store they purchased from sold their business at the end of May, 2022. The PLT Plan is a third-party insurance plan used by the previous owner that was offered to the customers to protect the customers purchases from accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The information that the customer provides to Platinum when filing the claim is used to determine if the claim is covered under the plan details. It would be best to follow up with the insurance company as to the reason of the denial. The customer did file a claim for the same issues with Ashley’s Service & Warranty Department on 7/22/2021. This was addressed and repaired at no cost to the customer under the furniture’s 1-year Manufacturer’s Warranty though the customer was just outside her 1-year mark (7/9/2021). This review needs to be addressed to PLT/Risk Assurance Partners directly. 

Charging $1800 dollars to return an item that is broken.is that legal.

The customers original signed sales ticket from 3/16/2024 was in a total of $7101.49. He received a partial delivery on 3/28/2024 (the recliner was damaged, therefore rejected). The customer was only charged for the items he received at that time, $4177.15 financed plus his down payment of $1101.49 ($5278.64). On 3/30/2024 the customer wanted to reselect. A new sale ticket, with a total in the same amount of $7101.49, was written. The difference is $1822.85. This is not a return charge, but the difference in the total for the complete sale. We can understand the customers confusion and suggest reaching out to the store if more of an explanation is needed or if additional copies of the sales tickets are desired.

I recently called Ashley Furniture for assistance with my 9 month old couch. When I called, the Service Manager was less than helpful and I ended up hanging up and escalating my issues. I then TRIED to post a review that was never posted and if it was, they did not post it anywhere that I can find it. I feel this is very dishonest. I am posting the review here for others to see, as Ashley states "We reserve the right to moderate posts, comments, and reviews on any of our social channels/platforms."Below is my review:Let me start by saying, I have a very limited amount of space in my living room, which then limits what I can and can't buy. I looked for a new living room set for over a year and finally, I find something that would fit in my space! Yayyyyy! I was so happy. I purchased the couch, loveseat and chair immediately. I bought the protection plan because I have a young child and well, you know things happen. I bought this package around Jan '23 and it was delivered within a month, give or take. It is now November, so about 9 months and the couch is falling apart. The amount of piling is insane! The top/back cushions are connected to the couch, therefore you can't remove them and the stuffing inside "falls" to the bottom of the cushion making it an extremely strange shape. WARNING - DO NOT ATTEMPT TO OPEN THE ZIPPER AND ADJUST ANY OF IT BECAUSE YOU WILL THEN BE MANIPULATING THE FURNTURE and your warranty is void. Which I found out the hard way and what I found most interesting about this, is the service manager actually sounded HAPPY that she got to tell me that I am now not able to use the manufacturer warranty. The bottom cushions are already so crushed we can feel the frame of the couch under us. All of my issues are categorized as "normal wear and tear" but the couch already looks 7 years old. I am extremely disappointed with this purchase. I am giving up on trying to get Ashley on the phone or even to assist with any of these issues.

We understand the customers concerns. We pulled the records of the customers Service Request Reports and saw that the customer reported these issues on 10/21/2023. Unfortunately, it appears the call on 10/26/2023 was disconnected as the ****************** Representative was discussing options with the customer. The ****************** Department finally was able to connect with the customer recently to finalize the offer. As a one-time courtesy, we are replacing the cushions and casing, but the customer declined the offer for the Polyfilla. These items are on order with the manufacturer, to be shipped directly to the customers home. We apologize for any inconvenience and frustration the customer may have experienced during this process.

************************* awesome representation for Ashley furniture!! Thanks for your help!

Thank you for sharing!

Stopped by Ashley Furniture today for ideas on bar stools and dining sets, greeted by *************************, walked out after ordering both. Thanks *******!

Thank you for sharing!

It was a pleasure working with *****************. He was very knowledgeable and very professional.

Thank you so much for sharing your experience at our *********** - ************ location!

Ashley furniture is unacceptable and does not provide service appropriately. Their furniture that they provide is faulty and has many issues, and the service representatives do not solve any problems

Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.Upon receipt of the consumers concerns, we reached out to HomeStore management. We are currently working with them to resolve this concern and apologize for the delay.Regards, Ashley Furniture *********** ****Corporate Office JD

I visited the Ashley furniture store in ************************** 2 weeks ago and was sold 2 mattresses. The delivery was last week and they DID NOT deliver the correct mattresses. When I contacted the salesman ***** the next day, he assured me I would get the right ones and would not have to pay more for them. It took more than a week for Ashley to figure out that I WOULD have to pay more if I wanted the original mattresses I had ordered! Needless to say, I asked for a full refund. I did not want to pay them a dime after they pulled this 'bait & switch'. I happily spent twice on mattresses at another store and ended up getting what I wanted. DO NOT visit the Ashley store at ****!

**************** ordered 2 mattresses with foundations on 2/13/2023 that she had seen online. The customer brought into the store the competitors advertisement from which the order was placed and the prices adjusted. The customer was delivered the mattresses that were listed on her sales ticket on 2/21/2023. The customer stated that these were not the items that she was wanting to purchase. The mattresses she wanted to purchase were more expensive. She was quoted the price of the desired mattresses and she decided she did not want to pay the higher price. The customer instead decided she would like to return the mattresses she received on 2/21/2023. We picked up the mattresses on 3/5/2023 that she ordered and gave her back a full refund. It can be confusing when shopping for mattresses. This is why we suggest to our customer to work with one of our many trained sales consultants on the different types of mattresses.

The reply from Ashley is completely incorrect! First, I never saw anything online. I came in the store with my mom and was open to any bed. I worked with *****, our sales consultant. I didn't bring in a competitors ad! I tried one mattress with ***** and when he told me the price, I Immediately ordered one king ********* 1 queen ********* and 1 foundation. I didn't discover they were not the ones I ordered until the day they were delivered and since they were not the ones ***** showed us, I wanted the correct ones that we were told we were buying. They told us there was a large price difference and would not give me the original mattresses unless I paid more. Of course I didn't want to pay more and since they would not work with me to make it right, I was NOT paying them a dime. I ordered my mattresses elsewhere.

We sent **************** the copies of her signed sales ticket and signed delivery receipt. To date, we have not heard back from her. We understand the customers frustration but hope she understands that we did our best to make it right. In the end she received a full refund and we took a loss on the mattresses of which we took back without being able to resell.

Ordered 12 pieces of furniture from Ashley Furniture. All furniture was promised to be delivered in 4-6 weeks. It took 9 months until all furniture arrived and with 6 separate deliveries. *************** came after 3 months. The bedroom set delivery was an absolute horror show. The headboard came alone after 4 months,no bed frame or footboard. The footboard came with wrong bed frame after 5 months so bed could not be put together. This wrong bedframe was left in our garage. The correct bed frame came after 6 months and I had to beg the delivery company to take the wrong bed frame from our garage. The dresser and entertainment center came 7 months later. The worst delivery was the 2 nightstands delivered after 8 months and when nightstand doors are open the smell of furniture formaldehyde was unbearable. I ended up getting pneumonia and having breathing issues. We have tried everything to remove the smell and we still do not open nightstand doors. I would never recommend Ashley Furniture due to their taking your money up front (a lot), dishonesty as to delivery time and never following up after repeated phone calls to their customer service.

We truly understand the frustration of the customer for waiting on her ******************** at such a difficult time. As we were looking at ******************** purchase history to see what happened with her delivery, we found the following. ****************** opened her layaway on 1/27/2022 and finished paying on 2/3/2022. The items were then ordered after final payment was made. She received her first text on 3/4/2022, giving her updates on the ***s of her items. Her first partial delivery was on 5/11/2022. She received her mattress and foundation, loaner frame, sofa, loveseat, cocktail table, lamps and entertainment center. The nightstands arrived on 6/1/2022. We do not see any notes of an issue with them. Though from time to time, an odor can be detected with new furniture, it will usually dissipate within ***** hours. On 6/24/2022, she received the dresser, the headboard and rail as explained in a text sent to her on 6/23/2022. The mirror for the dresser arrived on 7/12/2022. The footboard was delivered on 7/29/2022 with issues and had to be redelivered on 8/3/2022 which then completed the bed. The rails nor the footboard were incorrect, the footboard had manufacture issues. ******************** was not promised a date as her ticket stated that due to COVID-19 delays are possible. We do not like to make empty promises with dates changing daily on the *** to the distribution centers by the manufacturer. We do communicate the items that are coming in the partial deliveries and give the customers the opportunity to accept a partial delivery or not. After having the complete order for over 6 months now without any reported issues to date, we would hope that ******************** would be satisfied with her purchase.