"We received our bed set with missing parts. Instead of ordering the parts and getting them sent to us they told us we had to drive the headboard and hour away to the warehouse, have them reorder a new one, wait for it to arrive and then drive an hour away to pick up the replacement. This was their mistake, they should reorder and deliver. When we said forget it we’ll return the whole thing they say they’ll charge us a 10% restocking fee. Absolutely pathetic way to treat a customer. I’ll never spend another dime in their stores or any affiliate!!!"

"writing to let you know how wrong my decision was to make purchase with Ashley home store.
I have made purchase in Ashley store ... delivery was suppose to be 18th July 2019. On the date I received all 4 pieces including sofa,love seat, recliner and bed in defective shape. So we decided to return it. After waiting ,We phoned the customer service next day but all the response we get we will call you once we decide on it. Week later, I received a call saying the stuff need to be replaced and new order will arrive in another 15 days.

During the call, I explained them that I order new furniture as I have big family gathering so I need is asap. But customer service was rude and explained that," we have ordered new furniture for u from the manufacturer to your door. It not ours."

Well, why Ashley is taking commissions if they cant take any responsibility. On top for asking compensation she denied and said we have order for u. Really !.

On next delivery, was August 6th and again stiff came defective. So we return again except one sofa which was in reasonable form. As same no one call us back I phoned to follow up. And same answer, we dont know, we cannot connect u to manager , we will let you know when our team will decide.

Well after reacing them few time , they call me after 7 days that they dont have parts to repair....it will take another 4 weeks to get parts and then repair will happen. On requesting to speak with manager and refund they refused to pass on and said good bye.

I phone in store to talk to sales boy the issue. He discussed with manager about our frustration. Now this time manager from customer service called politely, appolozising and to wail for another few weeks. Along with she mentioned that she will decide on compensation and will let me know. No calls since 2 weeks now.

Now every limit has crossed. I visited to the store and store manager julie was there but she refuse to talk to us and asked sales boy to mention that manager is not here and handle himself.

Now at this point all I want to say , that my overall experience is terrible with Ashley. I dont wanna deal with anymore. I have paid for new furniture 3 months advance from my credit card and you are still going to provide me repaired stuff.

I am sorry to say, I want my full money back including interest I have paid, gas , wasting my days off to visit store, wasting my time for calling including all those frustration I had and embarrassment I felt in front of my family with old and less furniture.

Worst company to deal with where manager are not able to deal with customer and hide behind counters.

"

"When we arrived, we were not greeted or asked if we needed help. After finally being helped, they offered discounts and then retracted them. Settled on a bedroom set after being there 4hrs. Upon delivery of that bedroom set later that week, one item arrived damaged. Seeing as how we were not entirely happy with our purchased we wanted to return the item. They apparently have changed their return policy and do not accept returns. Seeing as how we had such a bad experience throughout the whole process and an item being damaged upon delivery, you would think they would make an exception and have better customer service than we received. We have been long time customers with Ashley furniture have bought bedroom sets living room sets decor but furniture stores are a dime a dozen and we will NOT be returning to Ashley homestore. They are a disappointment to caring for their customers, once you sign $$$ they could care less $$$"

"Got a bedroom set for my in laws and another for my sister. Paid for them to assemble the in laws bed just for the bed to be send via UPS and they said that because of that the assembly did not apply and that the assembly would go to the dressers THAT CAME INSIDE A BOX via delivery company. Also, my in laws furniture had a bit chance of damage on the right lower side, visible and they told me to send them a picture of it just to receive a call back saying that they would now exchange the item but send a Tech to fix it....WHAT???? Never again.....Synchrony bank told me(called them to dispute) that they have been busy with so many complaints from Ashley Furniture. "

"I will never purchase anything from this store. You receive damage furniture from them. First you need to send pictures. Than they purchase parts that were not needed and I explained that to them. The parts were never received. They had to reorder again because that's the only way someone will come to inspect. Finally 2 months later some third party came to my home to fix a piece and then color in where it was scratched up on the chest. They never even opened the box with the replacement drawer that was never needed. Now the nightstand I told them that it was uneven and it didn't stand straight. The person moved the nightstand everywhere realizing it wasn't my floor. I was told that he would put in an order for a new nightstand. Guess what the store decided to send me levelers instead of replacing that stand. NEVER EVER AGAIN!"

"We went to store on 7951 Winchester Road Store, Memphis TN 38125 in March of 2019 and purchased a dining set, server, three sofas, a coffee table with two matching end tables. Paid cash.

On 4 separate occasions I was told that the furniture was delayed and that the delivery date would have to be rescheduled.
It has been 6 months that I have been waiting for delivery of the goods I ordered.

I decided that I would cancel my order because of this issue. I went into the store and explained my situation. However, the Manager, Chuck, was far from friendly and in fact was very arrogant and rude. He kept pushing me to not cancel. He told me that he would have to charge a 10% cancellation/restocking fee for goods that I did not receive or that were even in stock for 6 months!!! He insisted that corporate wouldn’t be able to let him reverse the 10% fee but that if I decided I wanted to keep the furniture that he would take an extra $500 off. I called customer service and they told me that they had nothing to do with what the stores charge and that I would have to deal with them directly. Customer service is absolutely no help at all.

I have been waiting over 15 days for my refund and NOTHING! Called the store again and was told that the store issued me a credit and that they would refund my debit card but that it would take a further 7 days. Absolutely disgraceful.
This has been the worst furniture buying experience ever. Wish I could leave no stars! Will never shop here again and I will make it my mission to spread the word of my buying experience and the bad service and withholding of 10% of my order.
"

"Terrible customer service. We purchased the Alenya sectional at the end of March. The couch is beautiful, but the frame broke in June with minimal and gentle use. I called Ashley requested a new piece, and was told that is not the process and I needed to schedule a repair. *note, I also had make several calls to go through a different furniture company because when you buy online, they use a different company to fulfill your order "

"We bought a bed with AFS the first week of June 2019 and was out on vacation for the entire month of July. Returned in August and just 2 weeks into using our new bed...it broke down. WHAT WHAT?????? Called the local store and informed them of how quickly the bed frame came apart, and they literally told me ... "gotcha". And of course the poor customer service associate started reading to me whatever script was given to her....anyway long story short...Ashley Furniture refused to provide any assistance to us...I will disassemble the bed and go drop it off at their store for free. I don't even want a refund... it is poor/low quality sh***t.

Look folks... don't waste your money going to this store. It looks good but it is all rubbish. Save your money and go buy some good quality stuff. I am starting to believe that cost reflects quality."

"After buying furniture our initially delivery date has been rescheduled 2 times and we still have nothing!!! Worst company ever!! They offered 100 dollars for us having no furniture and kids sleeping on mattresses on floor.....what a joke. I will NEVER SHOP WITH ASHLEY FURNITURE AGAIN"

"I went to the Ashley Homestore in Tempe and found a couch for a large person such a myself. Being 6 foot 6 limits what furniture you find comfortable but I found exactly the couch I was looking for and what's better, they had a 50% off sale running! After sleeping on it, I came back the next day and bought the sofa and a lift-top coffee table. They scheduled delivery for a few days later and they delivery people showed up to the MINUTE of the scheduled time. Incredible. They setup my new couch and lift-top coffee table in about 15 minutes and they were gone. I love these items, LOVE THEM! A week later I was on the east side of town so I stopped in the Ashley store at Superstition Springs and asked about the end tables from the same collection as the coffee table. They were quite a bit more than I thought they'd be and I mentioned I took advantage of the 50% off sale in Tempe so the prices I paid weren't near what they were asking now. The manager came over and authorized the same 50% discount on the spot so I bought two of them. They'll be delivered tomorrow. So awesome!

Today I went to American Furniture Warehouse with my mother to buy her a new stand for a TV I gave her. She decided on a nice Ashley piece and we took it home the same day. While I was waiting, I noticed a lot of the sofas were similar to what I saw in Ashley, then I noticed they WERE Ashley. I didn't find the same model as the one I bought out on the sales floor but I went to a kiosk and found it there. It was on a special sale for $1,000. Even with the 50% discount I took advantage of at Ashley in Tempe, this was still cheaper than what I paid. Not by much, but cheaper nonetheless. I imagine if I had paid full MSRP for my furniture at Ashley and then found it all for half that price at AFW, this review would have had a much different tone. It would have been my fault, caveat emptor, but I'd still feel sore about it. Thank science that's what happened.

I'm a real customer and I really was happy at the whole experience. I feel like the only people who write reviews are people who are angry. If you're happy with your purchase that's usually the end of the story. I want to add my voice to the reviews here so potential shoppers can see that sometimes customers are happy with Ashley. I especially wanted to add my review as a contrast to the reviews where the authors can't spell or string words together in a grammatically correct way. If you can't write a review that uses at least 3rd grade English, I dismiss it. Stupid people are often angry at things that are ultimately their fault.

TL:DR - I guess what I'm trying to say is I was a happy customer who should have gone to AFW to buy my Ashley furniture."

"My wife and I decided to buy a dresser and 2 nightstands at Ashley furniture on 8/3/2019 that were suppose too be delivered on 8/7/2019.
Well at first they offered to deliver on 8/5/2019 or 8/6/2019. But due to my wife and I having doctor appointments that was not going to work so we said 8/7/2019 would be fine. We paid $500.00 cash and used the debt card for the remainder of the bill of $990.55. So paid it in full! We were told that 2 days before delivery they would call and set up a time frame for Wednesday 8/7/2019. That would make the call to schedule delivery on Monday 8/5/2019. Well Come Tuesday 8/6/2019 there was no call. So I called Ashley customer service to find out the status on Wednesday delivery. Well the answer was that one item would be in on 8/30/2019 and the others on 9/4/2019. What? That's a month away and we bought on the promise of the next week delivery. So we went to the store in case the customer service rep on the phone misread anything. I walked up to the counter , yes with a smile on my face, as I know sometimes people on the phone make mistakes reading the screen. The girl at the counter of Ashley Furniture (69th and Bell Rd) said that the items will be in on 9/15/2019. What? Now we are 1 1/2 months out for delivery. I requested a refund and to cancel and the girl at the desk called the manager over. The manager said he would check on the items. So he called the warehouse and he said they did have some in stock and could deliver Friday 8/8/2019. I told the manager that I expected them to keep their word as of the sale it was to be delivered to me on 8/6/2019 and why if they had in warehouse they did not keep with the Wednesday delivery as agreed upon when taking my cash and instead moved me out to 9/15/2019. The Manager said he would call to see if they could work me in for Wednesday delivery still. After 1 1/2 hours waiting in the showroom still no response. I called it quits. My wife and I waited 1 ½ hours after the manger made the call to the warehouse and received no updates other than the manager told us he called the warehouse delivery people. We knew that after the first time he told us.
Well we decided to cancel the order as it seems we were getting the “We are not too concerned about it) attitude and demanded a refund!
NOTE: Not only did they have in stock in warehouse and did not deliver as agreed, they put us out 1 ½ months to be delivered. Plus the manager did not keep in contact with warehouse to insure they could arrange a delivery as agreed originally on purchase. In all fairness, 1 ½ hours of my wife’s and my time standing in the showroom is surely fair enough in correcting the egregious error on their part and getting this corrected. That is more than insulting, that is disrespectful, period.
Now here is the kicker. I debited $990.55 so they credited it back to my visa debit card. The $500.00 cash I gave them in hand is going to take 21 days for a check to be sent from a third party. Now all this money was paid at the same time of purchase, so paid in full! Wow? "So I asked the Manager what is the company that is sending the check. Manager said he does not know, but that it is a third party company. What is the phone number of the company that is sending the check then, I asked the manager. Manager said he does not know. How about a receipt showing that so far I only received $990.55 back in case the check does not arrive. Manager said they do not give any receipts on refunds showing balance they still owe you. OMG! So I guess it is a trust thing, like when they agreed to deliver on Wednesday 8/7/2019, I need to trust them again that they will send my $500.00 in the next 21 days. And if I do not get a check in the mail. Who do I go to?
I give 1 star for the sales person who was very non pressure and very assistive.
"

"I purchased some furniture from Ashley home store and I am still waiting for some items after 3.5 months! The worst customer service in the world and not just in the USA!! I order a table they deliver chairs! I order a bed they delivered another model!! The funny thing they claim that they are the biggest furniture retails in the world! That's shameful!!!"

"Bought a living room set and two weeks later started to break down went back to the store the manager didn't seem to care he said that they will replace it with the same crap that I own now. Why would I want crappy Furniture again? What an idiot is at the Roseville store. Next time I'm going to RC Willey what I know I could get Quality Furniture without a hassle if something goes wrong. Never by Ashley Furniture."

"My wife and I purchased a bed online that was supposed to be delivered 8/3/19 at 10:15AM. The delivery came an hour and a half early, woke us up SatAM. We were unprepared, in our PJ’s, unshowered, hadn’t had breakfast yet and scrambled to disassemble our old bed and take it to the dumpster. Only after all that, the driver tells us he doesn't actually have a bed for us, just a head board. We of course refused the headboard. We ordered a bed, not a head board.

We called the customer service number and they told us they would give us a refund for the delivery fee and we'd have the bed delivered first thing at 8am 8/4/19. We sleep on the floor that night. The next day comes. We wake up early on Sunday to be ready by 8AM. Hours pass. Still no bed.

We call customer service again and they tell us the driver somehow just 'didn't see us' on his list even though we were the first ones on there. I asked about the refund and they say they can’t give us a refund, only a gift card for $50. There were no notes in the system about the refund we were already promised.

The customer service rep says they contacted the delivery guys and they'll deliver it same day in the afternoon between 2-3PM. We've literally sat at home all weekend and canceled all our plans to wait for this bed since the delivery time was constantly changing and not once was adhered to. 2-3PM comes and goes. No bed.

We call customer service again around 5PM and we explain everything a fourth time to a fourth person who also sees no notes about a refund OR the giftcard. She tells me to call corporate on Monday when they’re open that there's nothing she can do about a refund. I guess the other employees were just making things up, since apparently they have no power to give refunds or gift cards.

Finally after that phone call, the driver calls us and says he's coming. He arrives around 6PM. We finally have a bed. They assembled it quickly, I guess too quickly, because the headboard has a chip in it.

This entire experience has been an absolute nightmare. Stay far far away from home delivery from this store. "

"I ordered a large living room set from Ashley, inclusive of a couch, two side tables, a coffee table, etc. The coffee table was direct shipped to my apartment due to quicker delivery time. When I arrived at my apartment today, the package was out front completely torn and dented all over the box. I opened the box to find my coffee table with one of the legs ripped off and a big dent/paint chip on the side. The hardware was flown all over the box, not inside any bag. I had to try to find and collect all the screws, washers, etc. There were also little small clear moisture control beads EVERYWHERE due to the bag being torn open. I immediately tried to call Ashley in Reno (this is the store I ordered from) and no one answered. The call was transferred to a corporate number who I was placed on hold with for over an hour. When someone finally picked up, they “couldn’t help me” and transferred me to a different number. After being on hold for ALMOST THREE HOURS being transferred multiple times, I STILL HAVE RECEIVED NO HELP FROM ANYONE. Ashley Furniture is absolute trash and I will not be ordering from them EVER again. Don’t waste your money with this company!!! "