I bought a love seat/double recliner back in February of this year. I wasn't home much at that time and then had surgery mid March. I noticed that the right side recliner was partly separated from the middle. I then noticed the cloth on the back had separated. I called Ashley and they sent their repair service people out in mid April. They found 3 more issues and took pictures , called the store and recommended it be replaced. I talked to a woman there who said give it a couple of weeks for delivery. I called back May 1 to see what was going on and they told me May 10. May 10 comes along, no couch replacement. I called at 4 pm and they told me my delivery date was May 21 which I know was a lie. May 21 comes along, I wait until 230 to call them to check on the progress and was first told I had to call the Fort Mill store does those deliveries(first time I've heard this). I called there and was told they don't make deliveries for the outlet store. He called the outlet manager while I was on hold then tells me the manager will call me back after finishing with a customer. I called back 2 hours, he tells me they have no record of the repair guys being out there but to call back to the Fort Mill manager who then tells me there's nothing they can do because I bought an "as is" item. I told her that's the first I've heard of it being "as is" and "all sales final" crap. I asked why wasn't I told this in the first place but they have no answer about how they've been misleading me from the start. Why didn't they tell me this when I first called in April? I see from the reviews here I'm not alone. My daughter bought some furniture a few years ago and had wonderful service. My, how things change! read more

RUN do not walk away from this chain of stores. By far the worst customer service I've ever experienced. Had to talk a floor sales rep into helping me, was obviously an inconvenience for him. Once I got him to help, order placed, I never received an email receipt as promised. Scheduled delivery 10 days later. Ashley was a no show. Scheduled a second delivery 3 weeks later. They delivered 3 out of 4 defective products. I called to cancel order after so many headaches (and missed work income to meet the deliveries). They told me not only would they charge me to pick up the defective merchandise, they would charge me a restocking fee. READ THE FINE PRINT!!! They wanted me to schedule yet another delivery (more missed income) so they can try and get it right. I said no, we have nothing more to talk about. Called my CC company to dispute charge. read more

DO NOT SHOP HERE! After 90 days and 3 deliveries they finally got my soft and chase right! First delivery was grey sofa and brown chase :( It took 3 months to get my furniture in my new home - I had to pass up a house warming and family visits. They said they would compensate me for my troubles and I have heard NOTHING - go on line and look at this store - and this company - the reveiws are HORRIBLE!!! I will never shop here again. read more

WORST EXPERIENCE In the university store in Charlotte I had the worst experience ever, the worst customer service, everything started when I bought a bed, Daniel never explain to me I need boxspring, so I just can use the bed after 8 days when they delivered the boxspring, in that moment I figure out the bed cracking every time I move, when I call customer service they said me my 24 hours for return the bed already pass( when that wasn't my fault) they only can send my a technician, after a week the technician came and reported the bed is cracking, I went to the store already 7. Times and every time the managers is never there, finically I spoke with her on Friday she said to help me resolve my problem, but is already Wednesday and she never call me back, I still waiting read more

Absolutely horrible!!!! Do not buy from Ashley. They have gone way downhill. They lie about delivery times and once you leave the store, there are basically no returns. read more

I would not buy anything from Ashley Furniture ever again, I bought to sofas and they were suppose to be delivered today between 12:30 and 3:30 and it's now 8:30 and they still haven't shown up yet. They didn't even bother to call me to let me know that there were delay issues, I finally called them around 6:30 and they told me if would only be another hour and that was over two hours ago. This place is the worst!! read more

Ashley's is complete trash. Biggest waste of 1500 dollars I ever spent. I'm not going to type the whole story because there has been so many issues it would take to long. Trust me get your furniture somewhere else. read more

I came here looking for a bed for my guest bedroom. They were having a "grand reopening" and I was in and out in under 15 minutes. The building is large. However, I thought the prices exceeded that of a regular Ashley Furniture Store. The show room was in no particular order. There were rooms that were open, but not part of the regular show room and I wasn't sure if I was allowed to shop in them or not. There were no sales reps on the floor. Lots of pieces had no price tag. I just wasn't feeling this spot. read more

horrible horrible horrible. do not shop here. unless you know that is exactly what you want dont go there. they don't let you return items and its very hard to get approved for a exchange. everything takes 24-48 hours no one can ever give you a straight answer about anything. the customer service is trash at thr south blvd store. they dont make you feel like a valued customer at all. maybe they should go over all there strict return and exchange policies before you make your purchase. might not mean a lot to them but after this experience i will never shop there again. read more

Drew Matlick is literally the worst sales person that I've ever dealt with and finding out that he's also a manager makes this whole situation even worse. He hung up the phone on me Monday without even telling me how it where to go to get my refund processed. I had to call your customer service number again today and thankfully Nekia explained it all to me. I'm still shocked that 3 days later no one from corporate has reached out to me to right Drew's wrong. I'll never purchase anything from Ashley furniture again! On Monday, September 30, 2019 Ms.Ramsay wrote: To follow up on this email. After speaking to Ashley on the phone, she said that someone from the store would call to confirm that I wanted my order canceled. I asked that it not be Drew. Guess who calls with an attitude? Drew! I didn't want to get into specifics with him and just said that I wanted my order canceled. His response "ok then" and hung up the phone. No confirmation and nothing about when I would get a refund. This is truly the WORST customer service that I've ever experienced. On Sunday, September 29, 2019 Ms.Ramsay wrote: I walked into your Tyvola store today to purchase a bed. Drew met me at the door. He didn't really greet me, never told me his name or asked for mine. He barely made eye contact with me the entire time. He was to busy trying to wrap up my sale (I had been to the pineville store the day before, so I knew what I wanted) he was very disconnected from me the entire time. At one point I observed him and fellow co workers making fun of another customer. When I asked him when my first payment would be due, he had an attitude about trying to get the information for me. I felt rushed the entire time There was no connection. I only found out his name because he gave me his business card. He didn't thank me for the sale, shake my hand, nothing. Yesterday I met with Patricia at the pineville location, she was the complete opposite of Drew. The only reason I went to the other location is that it ended up being closer to home. I'd like to cancel my sale.. I refuse to give Drew a commission on a sale that he didnt actually earn nor even gave real customer service. He was just awful and I walked out of there with a bad taste in my mouth and regret spending over $800 in that store. Please confirm ASAP when my order has been canceled. Thank you read more

Order online! All sales final whether they order it online for you. Mo, the manager, is all about making a sell instead of ensuring the customer is happy. I will be taking my business elsewhere and happily spend more for better service and to know I can exchange a product after 20 mins of not liking it. Customer service is a joke, they keep you on hold for over an hour hoping you'll hang out. I had to demand to speak with someone in corporate who had to explain to the store manager my sell wasn't final and they had to honor the cancellation. Horrible experience. The best thing about this entire experience was the delivery staff and the lady in corporate, other than that a HUGE REGRET! read more

My boyfriend and I just moved into a new apartment and needed a whole new bedroom set, and living room furniture. When we walked in we were greeted immediately by Mo. he was AMAZING! After we had everything picked out he went above and beyond to get our sets delivered in the time period we were looking for! Absolutely going back for any other furniture needs! Love love love them! read more

Do not go here,this company is a rip off with horrible customer service..You sign a contract saying you pay one amount and then 2 months later somehow the contract tripled and you are stuck with the high payment because you don't want it on you credit report...I have tried to contact the store manger on several occasions and no return phone call or anything ..I will never do business with Ashely furniture again... read more

If you don't want to loose your time and money don't come and buy at Ashley furniture after waiting 2 weeks for a bunk bed for my kids once all the part got deliver I was the unfortunate to receive a damage part but I was unfortunate by having two lazy ass guys that didn't want to Assemble a kids bunk bed call in for us about having to wait again for two more weeks in order for me to have my kids bunk bed assemble there was nothing they could do but give me the assemble money back where did the time to have the other piece that was damage deliver to my house finally when he came out they assemble the bed and again another part was missing this company is an un professional company that doesn't deserve good customers to come in via this place so please save your time and money and go to work another store that will appreciate your business unfortunately I have been researching for some reviews everywhere in the Internet and none of them are too good about Ashley furniture read more

Never ever buy furniture from this place!! They delivered it late, set it up incorrectly, gave us the run around to fix it, and hired a third party to do the repairs. The third party never came and when I called Ashley, they put it back on the third party!! These people are the most unprofessional customer service agents I have ever dealt with! read more

I'm extreme dissatisfied with the services provided by Ashley Furniture Homestore. I purchase a new bedroom suite to which was supposed to be delivered this past weekend. Half of my furniture was exceptional; the other half, not so much. My dresser was damaged in 2 areas along with the foot board. Additionally, my walls were damaged by the movers. While customer service is attempting to rectify the situation by sending replacement parts and a new foot board, the timeline is unacceptable. I'm being told it will take at least 2 more weeks for the foot board delivery PLUS 7-14 days for new dresser parts and another appointment for installation. In all, this will be 3 separate appointments all of which carry a 3 hour time frame to set aside. My home is in shambles and 3 massive boxes of bed parts just laying around my home because the foot board was damaged at delivery. I would expect this process to be expedited and no form of consolation can be provided beyond a store credit. While I am a repeat customer of Ashley Furniture Homestore, at this point in time, I have no desire to ever purchase furniture from this corporation again. read more

What an exceptional customer service! Came in to check on a new living room set. Just as soon we entered the store we were greeted by Greg with the biggest and warmest smile. He showed us around, gave us options and allowed us time alone to make our decision. We shared with Greg that we needed this furniture delivered ASAP since we had no furniture. He really went above and beyond. Imagine our surprise when he contacted us shortly after we left the store to inform us he was able to get the furniture delivered within 2 days instead of the original 10 days. His friendliness and efforts have not gone unoticed. Kudos from a very satisfied customer. read more

Ashley Furniture Rips off Disabled Veterans On October 31st I purchased two sets of furniture for my new home from the 5345 South Blvd, Charlotte, NC 28217 location. Maurice sold me both sets one sectional I paid cash for and an electric recliner sectional set with tables that I financed. I loved both sets since it was exactly what I was looking for. On November 5th they delivered the furniture. Once they got it in the house and I un-wrapped the plastic, I told the driver that the electric recliner sectional set was busted. The driver used his phone to call in while I contacted Ashley myself. They answered his call, but not my own call. I told them to take the ripped furniture back. One of the delivery guys said the next delivery was close and they would come back in about 45 mins. They didn't return at all. On Monday I went in person and spoke with Maurice who sold the furniture and the Boss. I picked out a similar set to trade out. I inspected the furniture even turned it upside down and it was fine. The delivery was scheduled for the following Sunday Nov.12th. Before these drivers could get the furniture off the truck, the driver and myself checked the furniture and found rips. He checked the second piece and it was also damaged. I refused the second set and told them to just take the first damaged set with them. He said they didn't have a work order to pick up anything so they couldn't take back the first set of furniture. Ashley promised to schedule pick up and never came. I really loved the first set so I agreed to allow them to repair the furniture. Maurice sent an internal email between Tippi Turner, Curt Peterson, Tisha Floyd, Charlie Workmon, and Shannon Rushing stating they were notified of the damages within reason and requested a tech for repairs. After tons of empty promises and blame games nothing has been done. I decided to contact customer care on November 22nd and was told nothing is on file and to get it resolved Ashley only had to send them something stating I notified them about the damages from the beginning. As of today, the busted furniture is still in my home. This is beyond low level customer service. read more

If it was actually possible to give 0 stars I would. I have had nothing bad one bad experience after another with this place. Going in the store and getting the furniture was the best part of my experience. When it was time for the stuff to be delivered I literally was told the day before that I was not going to have a bed. They also told me they charged me 50 for a box spring because the guy gave me a deal. It was left off the bill however and when I went back down I had to pay 75 dollars for a box spring. When my furniture was finally delivered they sent the wrong pieces so I didn't have a bed for literally a month. (THIS HAPPENED TWICE) I've lost time from work because of this and was told by corporate they would give me a discount on my bill that was never put. Then when I finally after a month of getting the bed put together it's nothing like the picture and the guy who came told me they sold me the wrong box spring for the bed. I told him I didn't like it so when I called corporate they told me that I had the bed for 24 hours so I couldn't return it. I told them that I just saw the bed together because of their mistakes and they lady on the phone did nothing but blame me. So not only have I lost time for work, I hate the bed, I got no discount, the third delivery guy came three hours late and then hung up on my sister, and the people in the store blame everyone else. I recommend taking business anywhere else but here. No one takes responsibility for anything and that's bad business! read more

Great Store!!! Dwayne and Jose are an amazing management team... Everything was delivered promptly and in PERFECT condition... They care about their customers... Can't say enough nice things about these two gentlemen... read more

This will not let me put ZERO stars! This has been the worst retail experience I have ever had. It has taken months to get a partial resolution. The first delivery was the wrong color of sofa and loveseat. The 2nd I couldn't get off work and had someone be there for delivery. Upon further inspection, both appear to had been damaged by the crack between the top cushions and bottom cushions do not line up. They are going to send a repairman to fix the brand new furniture. It is going to be too much to fix, so they send a new set. It is not new. It has a stain and pet hair around the bottom. Next delivery, the sofa is torn. Next delivery, and they say if you are not satisfied at this point, you can return it altogether and a refund. That set is still not correct, but they cannot pickup the old furniture. FINALLY, the pickup the old furniture and I am still waiting for a refund 6 weeks later. Then they say they cannot refund the delivery fee because they did deliver it. But it was damaged!!!! I was told there is no appeals and given corporate to complain. They just forward my complaint back down to where I am at. Interestingly enough, a search of Craigslist reveals a TON of Ashley Furniture everywhere. I only imagine because of the poor quality and customers wanting to get rid of the product from their home. Be warned of buying anything from this company! read more

this experience has been unbelievable. this is the worst worst service ever especially because i work in customer service. i purchased 1887.58 worth of furniture. 0on 3/9/2017. i put $1000.00 deposit on the total and financed the $887.58,to build my awesome credit. ashley furniture finally had my furniture ready on 4/1/2017. i paid someone to pick up my furniture from the distribution center to find out that part of the sectional (armless loveseat) was not there, and would not be there until 4/14. ashley tells me i have to foot the bill for the delivery of the loveseat. omg. i will deal with this when i get home because someone would be reasonalble enough to realize ashley furniture is in the wrong. this is not the worst part... once i got the furniture home someone sat in the couch and the entire frame was broken. yes the cheap wooden frame was broken in half. i immediately called customer service to return the furniture and completely got the run around as if it was my fault. after speaking and explaining the story to 4 representatives they finally obliged my request to speak to a manager. this manager gave me issues as well and wanted to charge me to come pick up the entire order. my response no. you come pick up your furniture i am not paying the cancellation fee and the pick up fee. i agreed to the cancellation fee and she aggreed to come pick up the furniture on 4/14 the date of the arrival of the loveseat. kewl. i had to travel 5 hours away to help with a uncle that has cancer. thus having to pay someone to be at the home on 4/14. i get a call that ashley is dropping off the loveseat, and picking up the rest. i said no take it all back. im thinking they took all of the furniture. i was told by the store that once the furniture returns to the center i would get my $1000.00 deposit back and the finance charge would drop off. on 4/24 i receive 387.97 back to my account, because of the mix up the store has me to call (td) the finance company. td says they did not refund me anything td shows that i have a balance of 397.84, and a pending balance of 489.74. i called the store they informed me that they took the liberty to leave and not return the recliner and the ottomon which equals $572.42-$612.03 with tax. hence leaving my deposit amount 387.97. if i said if i keep the furniture i want to finance it(which should be my choice right?). hell no. where is my $1000.00 deposit? ok...now i, being forced to buy the recliner and ottoman now... i must buy another sectional or something to go with the dark chocolate furniture ashley is forcing me to keep. ashley says because of the return was out of the time limit(remember i called the customer service line 3 hours after i got the furniture home to return it) im informed the recliner and ottoman did not meet the return requirements. really? ashley furniture how are you just going to strong arm me? *force me to keep furniture i do not want *take my cash deposit and dont give me the option to finance. wait a minute it gets worst. * why do i still owe the finance company? i have spent hours on hours trying to get this resolved. all i want is my $100.00 deposit. they can come get their furniture. or i want my $1000.00 and i will finance the 572.42 just to call this situation the worst situation ever. i will update you guys on everything once the issue is completely resolved. im on my way back in the hospital. pray for my uncle and strength for my family. peace be upon you. read more