Ashley HomeStore

DO NOT DO BUSINESS WITH THIS COMPANY!!! Why would you want to buy from Ashley when you see that there are so many bad reviews? Sadly, I ignored them too, and now I'm adding my own negative review to the list.

The day I went in, the Ashley HomeStore (AHS) showroom was full of beautiful new furniture, the sales associates were amazing, and helped me find exactly what I was looking for. I was so excited!

Oddly enough, as I was paying for my furniture and setting up the delivery date, my sales associate said to me, "If there is anything wrong with the furniture, do not sign the delivery paperwork. Refuse the furniture and send it back. If you don't, Ashely will never fix it." I honestly thought to myself, what could go wrong with new furniture? lol

March 2023, my furniture was delivered. To my surprise, there was damage to both of the storage footboard drawers on the bed. Both needed to be replaced. The Ashley delivery guy agreed, so he called his supervisor, sent digital pictures and this supervisor agreed that both drawers needed to be replaced. The AHS supervisor gave me a confirmation # for the replacement parts and kindly said that this would be re-ordered and shipped to my home within 5 - 10 business days. I felt confident that this would happen, so I signed off on the delivery paperwork.

April, a month later, I called AHS customer service to follow up. I was told, the drawers were on the way. By mid-May, they still never arrived. But I did get a voicemail saying: they can see that the two items have not been shipped and that they will follow up with me again in 7 - 10 days. I was furious!

I tried calling customer service again and again to help me. All they would say is that I'm in the system and the drawers are on their way. Meanwhile, I got a text that said: since there's been no activity on my account they are closing my case. I felt dismissed, ignored and believed AHS had no intentions of replacing my footboard.

I decided to file a Better Business Bureau complaint. It took a lot of time to file a complaint, write a persuasive letter, and post pictures. I asked for a refund for the furniture. AHS quickly responded, managed to get the drawers delivered and promised to refund my delivery fees for the inconvenience. It took another few weeks for AHS to follow through with the refund (no surprise).

It took me five months to get Ashley to do the right thing. I will never buy from them again!

Broken furniture...wrong furniture...sketchy delivery...clueless customer support.

After spending $2,500 on a sofa and loveseat they were delivered after a 6-week wait. In the store I had been told that I had the option to inspect the furniture and refuse delivery if anything was wrong. However, the delivery crew told me that they were not allowed to wait while I inspected the furniture because I had purchased "doorstep delivery" where they deliver it to the first room inside your home. Rather than wait for me to do even a cursory inspection the delivery crew simply left without a word while I had my back turned. They didn't even have me sign the delivery form!

Maybe they knew something I didn't. Because after unwrapping my sofa I immediately noticed that a piece of the wood frame on back of the sofa was broken and very noticeably bulging out of the leather covering. It was a jagged break and will very quickly punch thru the material. I immediately texted Ashley's delivery number and sent several photos of the damage. I got a nebulous response that they would open a claim.

I then proceeded to unpack the loveseat, only to find that it was the wrong piece of furniture and didn't even come close to matching what I bought in the store. Again I texted pictures of both the loveseat and sofa to show that they were from two different sets. I got another nebulous response that they would let the distribution center know.

The NEXT day I got a text from Ashley that a pair of matching end tables I had bought were ready for delivery. However, the next available delivery day was almost a week later. (I should have bought them on Amazon and had them delivered the next day with my Prime membership. But live and learn.) I called Ashley customer service about the end tables. I can't take multiple days off from work to have individual pieces of furniture delivered, so I asked if they could be delivered on the same truck as my replacement sofa and loveseat.

The person helping me was clueless if this could be done and put me on a long hold of nearly 5 minutes. I was about to hang up when they came back and said (rather mumbled) that this could be done. When I asked about the delivery schedule they put me on yet another long hold. I was then told again that everything could be delivered together, but couldn't get an intelligible response about a delivery time. I finally ended the conversation with the intention of calling back and speaking with another phone rep on another day.

I still have absolutely no idea if / when my replacement sofa and loveseat or end tables will be delivered.

FOLLOW-UP
YOU WILL LOVE THIS PART! I called their customer support line again and their customer service rep actually told me that Ashley has "a very strict return policy." WTF!!! Despite the fact that Ashley delivered one broken piece of furniture and one piece of furniture that was completely wrong, they're going to give me grief about making a return. When I pointed out that the problem was entirely on Ashley's end the CSR finally initiated delivery of the end tables and replacement loveseat. For the damaged sofa, I was told to "wait for a call" so that someone can come out and determine if it can be fixed or must be replaced.

Something tells me that this isn't the end of this ordeal.

**UPDATE 2/25/21**:
Well, we finally received the sectional, only it's the completely WRONG COLOR. We ordered gray but received a hideous brown sectional instead. I'm at my wits end with this company.

The delivery men told us to contact customer service which I did and no one can do anything for now because our "account is locked", whatever that means. I did email that feedback email that keeps being commented on all the negative reviews here, but it's been a few days without any response. Just goes to show how little they really value their customers. Please for your own sanity, STAY AWAY FROM ASHLEY HOMESTORE!!! I've updated the review to show what we purchased with the date stamp of the color we ordered versus what we got.

**ORIGINAL REVIEW**:

TLDR; if you like dealing with liars and wasting your life, time, and money only to be left with damaged furniture or no furniture at all, this store is for you. Looking for good customer support and follow-through? Definitely go elsewhere.

If you're reading this, RUN AWAY. We made the mistake of not checking reviews before going to this store and it has been a COMPLETE NIGHTMARE dealing with this company.

We ordered a sectional and coffee table on December 20, 2020. At the time of checkout is when the sales associate mentioned delivery would take 6-8 weeks for the sectional, but only 4 weeks for the coffee table. Okay fine, we made it that far in the transaction so we accepted and PAID IN FULL.

January 15, 2021 approaches and we still had not heard a word about the delivery for the coffee table. There's no direct phone number for the store location, so we were forced to go in person just to get any sort of update on furniture we've already paid for. When we got to the store, the person who assisted us did not have his mask covering his nose and he also cursed casually which made us feel awkward and uncomfortable. Nonetheless, he assured us that both pieces of furniture would be in the warehouse by January 20th and we'd get a phone call when it would be ready to be scheduled.

When January 20th came and we still hadn't received a phone call, email, or text about our order, I started a chat on the Ashley website with a customer service agent who said both pieces of furniture would be delivered in early February and we'd get a call to schedule that delivery.

Finally after weeks of waiting, we received a text to schedule delivery for Feb 9 for both pieces of furniture. Naturally, we got rid of our old furniture. On Feb 9th, 30 minutes before the delivery window, we got a call that the sectional wouldn't be delivered because of a large rip. I called back, livid, because now we were without any furniture at all. I received nothing but a $100 credit and the promise my sectional would be ready for delivery Feb 19. At least we got the coffee table--which arrived with a crack in it but it's in an inconspicuous place and we just don't even want to deal with trying to get attention for that issue.

As most people know, there was snowfall and power outages in Texas Feb 14 - 16. We were correct in assuming we would get no contact from Ashley HomeStore to deliver on Feb 19. So in addition to having no electricity during unprecedented freezing temperatures (and pandemic!), we didn't even have a sofa to be miserable on!

On Saturday, Feb 20, we got an email to schedule delivery of our sectional. As instructed in the email, I called and spoke with an agent who confirmed our sectional delivery for Wednesday, Feb 24 with the promise that on Monday, Feb 22 (today), we would get a phone call to schedule the delivery window time for Wednesday.

Today, we got an email to call to schedule the delivery. I called and suddenly, there's no record that I ever spoke with anyone on Saturday! Now the only delivery day available is for Thursday, Feb 25th and that tomorrow we'll get an email to schedule the delivery time window. This means I wasted my time even speaking to someone on Saturday and I have to wait even more just to even schedule a delivery window for Thursday.

I can't live like this, calling the same number over and over, getting this delivery pushed further and further back and sitting through an endless loop of automated system prompts and receiving pointless emails. No one has any real resolution for anything, blaming the system for preventing a delivery window to be scheduled and then not even making notes that anyone has even spoken to us. We already paid in full for this sectional! Why is it so difficult to receive furniture that we've already paid for over 2 months ago?!

I wish I had never even heard of this store.