"Paid $300 for the extended warranty. The couch got spotted. They gave me credit towards another couch, but they would not waive the $190 delivery charge. This is a scam. Stay away from Ashley. The store manager at the time we went in suggested that customer service is the only one who could waive the fee. We called customer service and they said, the store manager is the one who could waive the fee? Who's in charge here?????Bad,bad service."
"Store not in communication with warehouse to get a correct delivery date. "
"Oh my goodness! This has been the worst experience we've ever had, ten-fold. We ordered a display cabinet, it was delivered damaged and all hardware, shelves, and assembly parts were missing. We called within five minutes of the item being delivered. We had to open separate claims for each issue, send pictures, and wait for a callback. Nobody called. We called back. Were told parts were ordered and to expect them 7-10 business days. Tracking number was never sent. So, we followed up again. Spoke to multiple agents. Each one told us a different story. One said is shipped, other said it won't ship for a couple of weeks, third - that's on backorder and no known availability. They all keeps saying "sorry, per policy, nothing we can do." Most definitely, horrific company culture runs through their operations. Fed up, we then just requested a refund/return. They REFUSED because parts were ordered already! After speaking to yet another agent, we were told that this is high-demand item and parts are not actually available. I simply don't even understand what is happening and how this is even possible. Horrible customer service, lies, lies, lies, and this place will hold your money hostage, even when every single step was an error on their end! Still waiting on a resolution, still don't have the refund. Still looking at this cabinet that can't be used. Just awful! "
"oogle review summary
5
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2
1
4.3
(2,739)
Reviews
Alljune
11
bedroom
125
financing
50
suite
48
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Sarah Johnson
23 reviews·4 photos
3 hours ago
NEW
I am so disappointed in the service I am getting. The computers and system crashed at their store right after I bought a dinning room table and chair set. I picked up my new table at the warehouse right away and had to wait a few days to … More
Rebecca Gentry
5 reviews·6 photos
2 months ago
Ashley H who was our sales person not only made the whole purchase from the beginning to end wonderful but was so kind, patient and worked with us on the constant pushing back of delivery. Bought some new leather couches for a re-model back … More
Photo 1 in review by Rebecca Gentry
Ashley Store (Owner)
2 months ago
Thank you for allowing us to earn your business, and we look forward to seeing you again soon!
DA 45BEARS
Local Guide·24 reviews·4 photos
8 months ago
Got a great deal on our new bedroom furniture. I like how you can choose what you want in the set. Would definitely recommend and they have 15% off going on.
Photo 1 in review by DA 45BEARS
Photo 2 in review by DA 45BEARS Photo 3 in review by DA 45BEARS
1
Ashley Store (Owner)
8 months ago
Thank you for choosing Ashley HomeStore, and we appreciate your feedback!
Glenda Foster
3 reviews·4 photos
2 months ago
Pictures shown are living room pieces my son purchased a few months ago.
Bedroom furniture will be delivered this Thursday. … More
Photo 1 in review by Glenda Foster Photo 2 in review by Glenda Foster
Photo 3 in review by Glenda Foster Photo 4 in review by Glenda Foster
Ashley Store (Owner)
2 months ago
Thank you for choosing Ashley HomeStore and for sharing your thoughts! We look forward to seeing you again soon
Sarah Johnson
23 reviews·4 photos
3 hours ago
NEW
I am so disappointed in the service I am getting. The computers and system crashed at their store right after I bought a dinning room table and chair set. I picked up my new table at the warehouse right away and had to wait a few days to pick up my chairs which are sitting in their warehouse right now. They have been there for a few weeks and I have been ver y patient. I went to the store and the warehouse here in Chattanooga a few times and they refuse to look for them now that their system is up. I have company coming and I have a table with no chairs. I am going to request my money back and buy it somewhere else. I will not buy anything from them again!"
"my experience at Ashley furniture with good until I get my furniture home and deliver it. One of my sectionals was not right side that reclines my left side does not reply unless you pull on it I called them the day of my delivery truck, driver that delivered my furniture dispatcher as well letting them know this. It was the wrong sectional that was delivered. They claimed they were sending me out another one, which they never did they never called. I waited. Patiently was able to speak to a supervisor or managd letting them know this. It was the wrong sectional that was delivered. They claimed they were sending me out another one, which they never did they never called. I waited. Patiently was able to speak to a supervisor or manager met met. He assured me, he assured me. That it Will be taken care of. month went by. Still nothing I’ve called today and they get smart with me saying it’s been a year they purposely don’t help you beware of the furniture company. Once they put it in your how you’re stuck with it shaking my head I would never purchased anything else from this company ever beware buyers beware."
"Frank Buckner and the store manager Pam are only there to make a profit from there customers. They do not care about their customers. If you’re unsatisfied with your purchased items they’ll do ABSOLUTELY NOTHING to accommodate you. They will do nothing but, blow you off, put you on hold, state that the manager is unavailable due to high call volumes, and they just DO NOT CARE. Once you have bought something from them you’re basically stuck with what you have. I am speaking from my own personal experience. I made a purchase there on 2-7-2023. I will NEVER do business with them again. Go to Mor Furniture or somewhere else. I am just beyond disgusted with the entirety of my current experience and my very recent purchases. I don’t want anyone to go through what I’m currently experiencing."
"WARNING: DON’T BUY FROM ASHLEY FURNITURE. My husband and I bought a very expensive couch from Ashley's and have not been happy with the product at all. Within 2 months of owning the couch we ran into issues with the cushions. We've spoken to management many of times to try and rectify the issue, but they are not willing to work with us. We've had a technician come to the house at least 5 different times to bring it back "up to standards". However, after only 2-3 days after it goes back to what it was like prior to the technician coming out. We've had new cushions sent to us and it still does not resolve the issue we currently have. ASHLEY FURNITURE IS OKAY WITH STEALING OUR MONEY. My family has bought from Ashley and we also furnished our new home with some pieces from Ashley, I never thought I would say this but I will NEVER give Ashley's my business again. I'm so disappointed in the product we bought and I'm even more disappointed in the customer service. Management has closed our complaint stating they did "everything" they could, but yet my couch is still not fixed. I have some cushions that are 3inches lower than other cushions. I'm disgusted with this company.
UPDATE: I had called customer service and was told that someone from management (Wendy) would call me back by the end of the day. Mind you I called earlier on in the day so there was more than enough time for a phone call back that same day. I NEVER got a phone call back so I called the next day in the late morning to follow up and and apparently Wendy and the other manager were out. This is not unusual because they did this when they were dealing with my husband. They said they would call back, we wouldn't hear from them for weeks at a time and when we'd call to follow up they would happen to be off. Since they were off I asked to speak to someone above them and I was told no. Their customer service is a complete disgrace!
ASHLEY FURNITURE IS A COMPLETE JOKE AND THEIR CUSTOMER SERVICE IS ATROCIOUS!
UPDATE: 2/8/2023
So I finally was able to get a hold of someone only after blowing up social media, in which they mentioned they saw all my posts so I know that is the only reason I heard from Ashley’s. I spoke to someone in the escalation department and was told that what has happened from the start of my claim was not handled right (this is very true) and they for one last time they wanted to send out their best technician to look at my couch. Word for word, “this technician is the last and final stop” Well the technician came and basically reversed everything the last 4 technicians came and did and say we needed new cushions. Please note, that this was what Ashley’s did in their 1st time to try and fix the issue and it didn’t work. So weeks after having the 5th technician to come out, we got our new and “better” cushions.
Within not even 24 hours of receiving these cushions and changing them out, the integrity of a couple of the “new” cushions already looked super worn. I called and spoke to the person who stated that this would be the last and final attempt to bring someone out here and of course it was LIES. She then transferred me to someone else because obviously she was tired of dealing with me and he states that he wanted to bring the same technician out to service my couch. I told him that will not be necessary because I was told something different. He then said he was going to see if he could either give me 20% of what the couch was worth as a credit and let us keep the couch. I said I don’t want the couch because I’m clearly not happy with the quality of the couch. He then said maybe we can do a store credit and I could pick out another couch and upon delivery of the new couch they would pick up and remove the other couch from my home. This was only after arguing with him that he mentions this “solution”. He said he would have to speak to him management team about this and I would received a phone call back. It’s been a week and crickets…so I called 2 days ago to follow up and I was told I would get a phone call back the next day (yesterday). So I called again today and was told that no one is available from that team to talk to me.
ASHLEY FURNITURE IS A COMPLETE JOKE AND THEIR CUSTOMER SERVICE IS ATROCIOUS!
"
"Just like everyone else on here, their customer service is horrendous! They are thieves. Our scheduled delivery had changed without warning until I got a phone call (I had already taken off work because they said that would be the day). So my husband and I finally told them not to deliver it and we will come get it (an hour 15 drive). They said they would refund us the delivery fee and did not. I dread calling customer service again, they are incompetent besides just being able to read scripts I'm sure they were trained with. "
"Had a problem with a broken bed frame after only 9 months. Management trainee basically told me it was my fault for not buying the appropriate box spring. She said maybe you didn't want to spend the money. "
"AVOID THIS COMPANY AT ALL COSTS IF YOU VALUE GETTING NICE FURNITURE THAT IS PROPERLY INSTALLED
I went there 2 weeks ago to buy a dining set and bed frame, the sales rep was very nice in working with us and made the entire experience fantastic. He persuaded us into getting delivery and installation which was an extra 150ish and the estimated shipping time was about a week or so. Based on this smooth transaction, I assumed delivery and installation would be the same.
I WAS VERY WRONG. When delivery and installation actually happened a week later, the installer built everything completely uneven so you couldnt sit in any of the dining chairs without it rocking back and forth and our bed frame had pieces that werent even hooked up. The installer promised he would fix these issues but left immediately!
I called customer service to try and get this fixed but they werent able to schedule someone sooner than a week. the rep assured me that someone will be out on Saturday to fix it, but saturday comes and there is no arrival time or update. I called the customer service line again only to be told that the rep before created the ticket wrong since the item is not damaged. The second rep assured me they created the right ticket this time and told me that someone would call me in 2 hours to schedule and if not, then monday at the latest. It is now Weds and I have called again to be told that the previous rep created the ticket wrong and that they could create another ticket!
It is going on 2 weeks now and no one will schedule someone to come fix their god awful work. I dont understand why you would force this terrible installation work quality just to earn a few hundred more dollars. If you want properly installed furniture and not have to chase customer reps around, go to a different furniture store."
"We spent just under $10k 6/6/22 in the N Charleston store on a Queen poster bed with headboard and footboard, a king panel bed with footboard and headboard, (2) dressers with mirrors, (3) nightstands, a counter height dining table, (4) upholstered dining barstools, an upholstered dining bench, a dining room server, a couch, love seat, oversized chair and ottoman as well as another accent cabinet we took home with us from the store.
When scheduling our delivery, I requested on 3 different calls that the dining pieces be held until it could all be delivered together. Upon delivery on 6/30, we received the two bedroom sets, living room set and 3 barstools and the dining server. On my son’s bedroom set, the bed frame, dresser and nightstand all came chipped, scuffed and scratched and the foot on the bed frame was out of alignment. The mirror for his dresser was broken upon delivery and was sent back with the delivery drivers. The dining server was not only scratched and scuffed all over but was missing a chunk out of the foot and is clearly visible from the side. The delivery driver showed me a picture he took of the server in the warehouse and was told "it should be fine to deliver like that". They said the warehouse doesn’t care, sent it knowing it was messed up, gave it a kiss & said good luck We weren't even supposed to get any of the dining pieces but they said they had to leave it anyway and I needed to call the customer service number they gave to me after they left. I was also told they weren't supposed to put together our living room set, it was supposed to be just a "delivery", so they left it wrapped in the cardboard and plastic for us to unwrap and put together. While removing the pieces of plywood from the bottom of the feet, I realized the screws were all stripped and some were broken inside the feet of the chairs. It took 6 hours to unwrap and put this set together. I also spent the entire afternoon on the phone with Grace from Customer Care, who was rude and kept talking over me telling me I wasn't supposed to accept the furniture. I asked to speak to her manager but she told me she was the manager. I ended up calling the N Charleston store and speaking with Miranda, who tried to be helpful as was Abby, the sales rep that sold us the bedroom and dining sets. She said she would credit us back the $99.99 delivery fee because the living room set should have been set up for us. She also called Grace to have our furniture reordered and I did receive a voicemail from Grace on 7/1 saying that she reordered the dresser, bed, chairs and server.
This morning, on 7/6, I received a text from Bob at Ashley saying technician will be in my area on July 16th and he will send me a time window the day before for them to come do repairs because he has an order from Customer Care for the technician to 'just touch up some furniture pieces'. I called the N Charleston store and since Miranda was not working today I spoke with Abby and she called over to customer care because all she showed being ordered was the headboard, footboard and stools. When I got a return call, she assured me there was a new bedframe, dresser, nightstand, server and 3 barstools being reordered. There was also an another Dresser being reordered but that was not needed as that dresser was fine. I asked about the mirror and she said it was in the warehouse. Then I asked about the dining table, which I was told was on the truck to the warehouse 2 weeks ago that it would be here the first week of July, that now it's not expected to be here until the beginning of August.
Miranda from the store was offering a $300 total refund on $9,455.26 of furniture. None of this is acceptable; more than half the furniture showing up damaged (I haven't even mentioned the damage to the walls the movers left), being left with the task of unpacking and assembling half of it, dealing with rude customer care representatives, nothing was reordered as promised, being refunded $300 is a joke because that doesn't even cover the delivery and tips paid to the drivers. Portea in corporate promised to have this resolved with a $950 refund & $250 gift card and we were only sent $100.
When we received our replacement furniture, it was worse than the first delivery. I did not accept all the furniture because we were better off keeping the items we already had. One of the barstools had so much glue coming out of it, it looked like a kindergarten art project.
I had to call and email Grace several times to get a delivery of our 4th and final barstool and when it came the driver banged the chair off the driveway and the garden fixtures on the way to our door and then dropped it in front of me. When I told I wasn't accepting it with the big gouge and scratches on it, he threw a fit and brought the chair to the truck and threw it in and got in the driver's seat. Instead of a replacement I requested a refund because we do not want to deal with this comp"
"Ordered dinning room set December 2021. Was delivered March of 2022. This was acceptable due to COVID. Now the best part. This dinning room set was delivered with three out of four broken chairs a table all scratched up. Guess what the customer gets to say on this "NOTHING". YOU KEEP YOUR MOUTH SHUT. Ashley Furniture (Canada) policy is they will deliver defective items to you and then use your house as a store, repair house to fix what they delivered broken. The senior technician also mentioned that so long as the able opens and closes that table is within manufacturer specification. This table wobbles to an extent which is un-usable. We actually have a 1/4 or probably more under one leg of the table to make it stable. Till date 08/31/2022 the table is still being repaired and unusable.
SO MORAL OF THE STORY.
1. DO NOT BUY ONLINE. ALWAYS GO TO THE STORE SO YOU HAVE SOMEONE TO YELL AT.
2. AVOID BUYING FROM THIS ORGANIZATION. UNLESS YOU WANNA BE IN MY SITUATION.
3. SERVICE TECHINICIANS HAVE THEIR OWN MANUFACTURING SPECIFICATIONS. ASK THEM FOR SPECIFICATIONS BEOFRE YOU BUY ANYTHING. SO YOU HAVE SOMETHING TO FALL BACK ON."
"On October 6, 2021, my husband and I had the great misfortune of visiting the Ashley Homestore located at 200 Westmark Blvd in Lafayette, Louisiana. During this visit we purchased various pieces of furniture accompanied by a GBS 5-Year protection plan totaling nearly $6,000.00 which was paid in full at the time of signing the sales order. We were initially told that our order would be delivered between 12 to 18 weeks of the order date. This was simply the first of their continuous lies and deceptive tactics and antics. From being completely deceived about the GBS 5-year protection plan to waiting, as of today, an excess of 40 weeks (nearly 24 weeks past the promised delivery date) to receive all pieces of the ordered furniture, I would not recommend this company to my worst enemy. From store managers who “know nothing about shipping procedures” and advise customers to “just hope for the best” in regards to receiving their furniture to the unresponsive escalation and customer care team, this company’s customer satisfaction guarantee is non-existent along with their business and ethical values. I have tried every remedy and form of redress made available to me and even made up some tactics myself. Unfortunately, as of today, Ashley Homestore, which operates in a fashion that is typical of an organized theft ring, has yet to be responsive to my pleas for what is rightfully mine and owed to me.
Moreover, I would hope that the near year delivery time of furniture that is not worn, torn, and beat up would also not be a common practice of Ashley Homestore; however, I cannot say that this has not been my experience. Ashley Homestore spurns any wrongdoing in having customers make arrangements to be available to receive delivery for delivery’s that turned out to be partial and, on some occasions, changed or canceled at the last minute. What Ashley Homestore regularly fails to acknowledge is the condition furniture was received in, the partial delivery of the same, and all other unnecessary hassle and stress put onto the customer throughout what could only be described as nightmarish ordeal. This has truly been the absolute worst experience I have been through and I often question how this company is allowed to operate a fashion that is only best described as unprofessional, unfair, deceptive, fraudulent and borders a line of consumer law violations."
"The worst experience ever!!
The furniture you get SMELL nasty!!! Strong chemical smell that doesn't go away! Nasty staff in the store!!
Horrible sh.t!
Do not waste your money for that smelly piece of sh!
STAY AWAY!"
"So far, so good on the sofa we bought from Ashley (that’s the only reason for the second star), but they were outlandish about the dresser we also bought from them. They promised in writing on not one, but two separate documents the salesman gave us to either assemble the dresser on site or bring it already assembled. They did neither, and my fiancée had to pay Taskrabbit almost $100 to assemble it. But to make matters worse, when I tried to get a credit for just under $100 from Ashley, their customer service people refused to honor the written promise their salesperson wrote on two separate documents. They gave me the runaround about the preprinted item saying it was an “unassembled dresser.” When I pointed out that they promised in writing to assemble it for us, they completely blew me off. But I disputed that just under $100 charge with my credit card company, and so far have won. So caveat emptor (buyer beware) with Ashley Furniture! They don’t honor their written promises!"