Ashley HomeStore

My wife and I purchased a sectional from Ashley furniture almost 4 years ago, and i gotta say, We was very pleased with the furniture for the first 3 years, but then we began to have problems. On one piece of the sectional, the frame broke, causing the piece to be unusable. Luckily, we had purchased the extended warranty on it. We called Ashley customer service and was directed to call a company named Fast Furniture, which was the company who did their repairs. They took our info and filed our claim, but we had to wait a week before someone called us back to set up an appointment to come fix it. overall time was just over 2 weeks to have it repaired. Now a year later, the frame on one of the recliners breaks. We automatically begin dreading this process because of the last time, We call Ashley customer service again, and this time, we find out they are using a company named GBS for their repairs. we again, make the necessary phone calls to get this appointment set up, and it takes them about 10 days before they made the appointment, but even with that, since they were only available in our area 2 days a week, we had to wait another week for them to show up. when the service guy finally showed up, he was only here about 10 minutes, claiming that he did not have the tools or parts to repair it. I had already looked at the recliner and knew it would only take some wood to repair it. I told the repair man there was a Lowes about a mile down the road where he could buy the wood to fix it, but he took pictures and stated «this job is gonna take alot of time, and he does not have the time to spare» SERIOUSLY?! He informed us he would need to send the pictures back to his company and they would be in touch with us to reschedule another time to start repair. Now fast forward another month and I FINALLY receive a call from them stating they were gonna need to order the parts and only wanted to let me know the status. ARE YOU KIDDING ME?! it took them a month, just to look at these so called pictures the guy took, and just now ordering the parts? Needless to say, I was NOT a happy camper and voiced my opinion about their work ethics and customer service. now it has been another month, I received in the mail, material for the recliner (which was not needed for repair) and they STILL have not contacted me to set up appointment for the repair. So overall time to this point is just under 3 months, but what they dont know is, I repaired it myself If they would have called to let me know they were on their way to repair it, I would have told them never mind as I repaired it myself on the same day the guy took the pictures. Being a general handyman, it was just buy real wood, use a jigsaw for the shape and then use screws to rebuild it. took me 3 hours total. My over all warning is, Ashley furniture is nice furniture, HOWEVER it is put together very cheap (made with pressed wood and staples) You will probably get around a years use or more, depending on typical furniture abuse in your home, but I think the extra money you spend on the extended warranty is a waste of money. I would not recommend buying anything from Ashley furniture because the service after the sale is not there. Calling Ashley furniture does nothing as they will only redirect you to the people who do their service work, claiming this is out of their hands.

My sister got married and already purchased a bedroom and living room set, shipped it in a container overseas. When my sister opened it 1 month later in Africa there were no bed rails… womp womp. like seriously don’t you guys have a ck list you go over? Then I went in for a dinning room set. I had done my research online, had a VIP coupon, there was nothing vip abt it. I got a new guy who took a million years and knew nothing and noone wanted to help him. I came on a Thursday by Sunday he quit and the sales guy couldnt guarantee the quote. And when I was working with the guy I said online without this coupon my total is cheaper. But he showed me they have different regular prices on things online vs store. I call that a scam!

Please read this before you make a purchase at Ashley’s. I bought a sofa and loveseat from Ashley about a year and 3 months ago. I purchased the extended warranty as I was told that the extended warranty would cover if anything should ever happened. Over the holidays the leather started falling/​chipping off and the cushions started sinking in. I called the store today and was directed to call GBS as it had been over a year since my purchase. I called GBS and was told that the leather falling off my sofa was not covered. I was stunned. I called Ashley back and they transferred me to another department. I was told Ashley had no control over what GBS covers. I explained that when I purchased the extended warranty I was under the impression that everything would be cover especially something like this — remember, I just purchased this sofa less than a year and half ago. I was told no but they could send someone to my house to fix it but I would have to pay for it. Needless to say, I gave them my hard earned money for nothing. I am sharing this with my family, friends and community as I dont want this to happen to them. In addition, I will contact the BBB. Regardless if I get any where or not I have learned my lesson not to EVER buy from Ashley again because they do not care about the customer but the sell only. The sad thing is, I have spent a lot of money there and I still have my bedroom suite and another loveseat under this so called warranty. Actually, with in the last year and half I have bought from them: bedroom suite, end tables, living room suite and loveseat — a lot of money but rest a sure, I will NEVER buy from them again.
What ever happened to a store backing up what they sell or good customer service? Beware, If you are looking for that type of service, don’t go to Ashley. If you want durable furniture, don’t go to Ashley. Matter of fact, stay FAR FAR away from Ashley’s !!!

My wife and I recently had twin boys and went to numerous furniture stores to look at rocker recliners for the nursery. We found one at Ashley and it just so happen to be a display model, the price was reasonable, it was the style and color we were looking for, so we purchased on the weekend with the intention of picking up during the week. We paid in full and told them that we would be back later in the week, in which they told us that it would remain on the floor and anything could happen to it so we shouldn’t waste time; this was all we were told about pickup. Fair enough, paid for on Sunday and today is Wednesday. Tonight we went to pick up the recliner, borrowing a neighbors truck. When we arrive, we go to the desk to let them know we are there to pickup. They ask us to sign saying we are picking up and said that we could use a side door to load up. I thought it was strange that we had no offer to help or explain, but my wife and I are capable so we went with it, minus 1 star.
First, I notice that the recliner already had damage at the corners, I cannot say if it was this way on Sunday, but understood that that may happen so we didn’t complain. We get to the side door, it is a standard 3′ commercial door; with no help or direction my wife and I attempt to get the recliner fully assembled through the door. Unfortunately, the panic bar on the door would not allow the recliner to pass. We stop and back the recliner into the store, unfortunately we scuffed the leather on both sides.
HERE IS WHERE THE WORST CUSTOMER SERVICE BEGINS… My wife asks the person at the desk if we could just take the recliner out the front set of double doors she says we can; however one side is locked mostly likely due to recent windy conditions. She points her to a person on the floor that could unlock for us. I walk over and meet my wife and tell this salesperson the situation. She states she can’t unlock the doors. I ask if they have a dock door that I can take the recliner out of? «Yes, but it is for semi’s are you driving a semi?» Obviously I was not driving a semi, but we could easily carry out the door as the dock was at ground level. Minus 1 star. We ask if she get find out if we can either get the front door unlocked or go through the dock door, she walks away and we assume she is checking. 10 minutes pass nothing; we walk over to the other side of the store where she is talking and ask if someone was going to help us and she as the AUDACITY to say I’M SORRY, I’M HELPING A GUEST. So what are we? We’ve already paid so we might as well be store decorations. Minus 3 stars — if you are keeping count that is zero stars. So, I tell the guest that this salesperson is helping that I would not shop here because once the sale is made you are obviously more of a problem than a guest if you are not buying anything.
This caught the attention of the manager on duty that said he would help us because he didn’t want us to have a bad experience. Sorry, that ship sailed about 5 minutes ago; however at least he was willing to help. At the very least he explained the actions and poor excuse for customer service that we had gotten so far saying that they have bonded furniture movers that would help us load but they leave at 4 pm, it was approximately 6 pm, and they are not allowed to help whatsoever for liability. Unfortunately, I work, my neighbor with his truck works, and that makes it a little difficult especially when no one bothered to mention when we purchased this stipulation. This does not excuse the fact that no one was interested in showing us how to disassemble the recliner to move easier and generally could not care less whether we were able to get the recliner out of the store or not. I do appreciate the manager on duty ultimately helping, but even at that my wife and I felt like second class citizens because we weren’t their to purchase and didn’t know about the furniture magna carta.

I purchased multiple pieces of furniture with the service plan/​extended warranty: coffee table, dining room table, bar top table and bed. I attempted to use the warranty for the dining room table and they gave excuses to avoid fixing it, first it was that it was normal wear and tear and then because they said the issue was caused when it was setup. I paid for delivery and setup, their people set up the table! Eventually I was sent hardware to fix it on my own, even though I had paid extra and they claim the issue was because their own doing. I was at the store and I said I wanted everything for the bed, it arrived and was all setup but there wasn’t anything to actually set the mattress on. The headboard footboard and sides were there but then there was just my floor in the middle. I called and they said even though I ordered «the entire bed sans matress» I didn’t specifically ask for the piece to hold the matress up. I finally got the piece but never got the support to completely hold it up so had to cut wood for support, never got it right so by bed curves up in the middle. Had the bed led than a year and the headboard is falling apart. The only thing that ever touches it is pillows. DON’T BUY HERE!

Excellent experience as a buyer. Love the new sectional! Followup to purchase has been very professional and quick to respond to a small issue.

They agreed to give a refund after the problem with my order:/

Absolutely terrible! Was told 8 – 10 days on my purchase to be delivered and 4 months later I’m still waiting!!! And nobody I’ve talked to seems to care. Will never shop here again.

Extremely rude staff member that we dealt with. I’ve always had Ashley furniture, but definitely taking my money elsewhere.

Good selection and friendly sales people

If I could put no star I would
Make sure u check ur order as I spent
A little over $ 6000 on the furniture & guess what my chest was damaged & they didn’t wanted to replace it they just wanted to repair it
1)It was damaged while delivery… !!!
2) the things I ordered I didn’t get just because they forgot to charge after that the person I was talking to was Jennifer & I said well you are coming to do the delivery for the chest can you deliver the Dinning table set they said yes but they have to charge $ 180 & I said that’s weird you have to come & deliver my chest either way… plus when I bought my furniture there was a 24% off sale going on they didn’t even wanted to give me the 24% off
Nice way of treating the person who just spent so much money in your store …
I am sure you all remember who I am my sales person was tammie
& I would not recommend anyone to buy furniture from here
If you all are reading this review don’t go & spend money at this store as they don’t appreciate what you are doing !!!
ok here we go like everyone else i had a bad experience too … spent $ 6000 on the furniture i like their furniture but not from the Lexington store … i am from Cali. over there its all about customer service… i love the Ashley in So. Cal. but here in Lexington its all SCREWED up… i had 2 bedroom sets and a casual dinning table set guess what when i made the deal my order was there but when i got my order it wasnt there then my entertainment unit that came with my bedroom set got damaged while delivery guess what the driver said they will replace it … i was like ok thanks the sales manager a lady said we can repair it i said after i paid so much $$$$ i dont want a broken stuff that i didnt even break… they said ok we will order you a new one … i said OK then we talked about the dinning table she said ok the Dinning table wasnt in your order straight up no appologies nothing my sales person was Tamie… i am sure she knew about it because thats the first thing we picked up. then they wanted to charge me for delivery for sending the dinning table with the enetertainment unit which they had to deliver either way… you know overall it was a great disappointment… No follow up calls that if needed anything or so on… but customer service sucks nothing against ASHLEY its a great company with great products but this store sucks i would request & say to each customer who is reading this review to make sure what ur getting cauz to save a buck you might end up paying more thanks for your time no wonder they have 1 star … everyone who took out time to put review its all bad and i hope the MANAGEMENT is reading these reviews & i hope the owner or the Franchisee is reading them tooo. if you have any questions or concerns please feel free to email me at
… thanks Manny