I really wish I could give 0 stars. I bought a TV stand and it was delivered pretty quickly. The delivery people were rude and unprofessional from the start. They called for directions, but didn't want to take main roads, only side roads. It was very difficult to navigate for them, being they weren't from Bowling Green. After they arrived, they brought the furniture to the door, and did not speak one word. I said, Hi, how are you? No response. They were very careless bringing it into the house, banging the door frame. They came inside, set it down, took a picture, and turned around and walked out. I was examining the furniture, and thought they would be right back in to have me sign a paper, maybe? Nope, by time I had spotted two places on the furniture they were long gone. I called local office twice and was on hold for 45 minutes. I eventually gave up. Went to the store to talk to someone about what had just happened, and was told there was nothing they could do about it. My husband later called and the sales manager was very rude. So now we're stuck with a damaged TV stand, and I am on hold with customer service for the 2nd time. So far been on hold for 25 minutes, I suppose I have no other options at this point but to wait. Very, very disappointed! We will never buy anything from Ashley again. M.H. read more

I have had more than one bad experience with Ashley Furniture Home Store. My story starts in 2008. We were so excited to finally purchase new furniture for our very first home in the United States, in Bowling Green, KY. We were recommended a competition to Ashleys in Bowling Green, but because of their poor customer service, we went to Ashley's. They had good customer service back then. We bought furniture worth $9,909.47 and we also paid a $599 protection plan. We were told that after 5 years of purchase if the $599 protection plan was still not used, we could use it as a store credit. The exact words the salesperson and the store manager told us were "It's indefinite." and "There is no time limit to redeem the money." We thought it was a good idea to spend the $599, so we went ahead and did it. Just to make sure that after 5 years we wouldn't have any problems redeeming it, we had the manager write it down on the invoice and also had her sign it. We were so excited and very pleased with the furniture and the service. Fast forward to 2020, when we upgraded our home. Ashley was the first place on our mind to purchase new furniture for our new home. Even though there were many furniture stores in Bowling Green, we wanted to stick with Ashley because of our previous experience with them. We searched on their website and picked out a bed and a nightstand for our daughter, a recliner set, 3 bedframes, and 3 mattresses. We went to the local store with the invoice to redeem the $599 against the purchase we were going to make, and that's where we found out that we were wronged. First, the manager of the store - who was chewing tobacco - was not interested in talking to us. It was almost like he didn't want us in the store. The lady at the register was very nice and she told us that we had to redeem our $599 after 5 years but within 6 months. We told her that we were not informed about the 6 months time frame. We also showed her the bill where the manager had handwritten that we could redeem it after 5 years. We asked the lady at the register where in the invoice does it tell us we had to redeem it in 6 months. She agreed with us but she said she couldn't do anything about it. We were so angry and felt like Ashley Furniture has robbed us of our $599. We felt like we did all the right things: We saved the invoice after all these years and we bought the furniture in the hopes of redeeming the money. Now for the mistake of Ashley's Employee in 2008, we had lost our $599. Even though we wanted to shop somewhere else we still went ahead and bought furniture worth $2,900 simply because my daughter was so excited about the bed. The order was placed online because we didn't want to go back to the store due to the manager's unwelcoming attitude. We chatted online with a salesperson and she let us know that we would get our furniture in June. We were okay with the date because we were to move to our house in June, so we thought it would all fall into place. Now, a Saturday in the middle of August, we still haven't received our products and still waited for our delivery, despite receiving several rescheduled delivery dates that made us wait for the 3 months. The delivery guys came almost 3 hours after their time frame, which wasn't an issue. As soon as they pulled in, one of the three deliverymen indirectly asked us for money saying that he needed to buy food. When we refused him, all of their attitudes changed toward us. The heavy packages were dragged around, which caused our walls to be damaged in multiple places and left a dent in the floor. One of the delivery guys, who didn't know that I was watching him, slammed the bed frame on the concrete outside the house. The bed frame is covered so there is no way I could tell if the wood inside got damaged. Since we had only 2 days to complain about the defects, we started assembling all our furniture that night and find out that the bed's footboard has multiple huge bubbles in the lamination from the top of the footboard to the bottom. We called customer service the next day, but since it was a Sunday, they were closed. Then we called on Monday, and we found out that Sunday, the day that they don't work, was also considered to be one of the two days we were supposed to complain. Once again, we were not informed about it. We, like many other people, consider Monday and Tuesday as 2 working days to complain. Luckily we managed to dodge that bullet and within the time frame, we spoke to the customer service about the defect and emailed a picture to them. They said that they couldn't repair the footboard but will replace it this Saturday. Now I just hope that I get the delivery this Saturday and I am done with Ashleys. Because of all the series of poor events caused by the business, I will never buy anything from Ashleys again, nor will I recommend Ashleys to the ever-growing Indian population and our friends in our community. Would you? read more

Everything negative you hear of this furniture place and location is true from other websites you research. Cheap furniture will give you cheap service and cheap results overall. I don't need to explain the details of my experience. Put the $200 or $400 or more you plan to spend towards a furniture that will back up the product and service. Once you hand over the check or credit card for the transaction you're toast. Forget refund policy etc even if they tell you to your face otherwise. If you're on a budget buy it from a thrift store. It will be much better serve to you. Nancy the store manager and all the sales people are bad, they will not support you after the sale. read more

Honestly not even worth one star at this point! BUYER BEWARE. Update 2/1/2020 Was informed this week my NEW rails had arrived at the warehouse and would be delivered 1/31/2020 around 4pm Truck shows up and the same box with the same broken rails with the wrong hooks is carried off the truck and taken into my house. However this time in huge red letters in marker there is a statement on the that it's defective and has been delivered three times already. Delivery teams phones the warehouse. I lock up and leave. I phone S. Harris and left her a message. I phoned and text the store. Was told today the manager of the Bowling Green store was going to call me at anytime. This was around 2:00pm today. Well it's 8:15pm still no call. S. Harris phoned me yesterday around 3:00pm and asked if the truck had arrived. I told her it hadn't - she stated she was going to call me the warehouse and phone me right back. She further told me that corporate accounting had no record of the "credits" the Bowling Green store manger had promised me. I told her I had seen the forms with my own eyes. 129.00 on 1/7/2010 and 200.00 1/24/2020. S. Harris implied someone was telling lies. So all in all I purchased a bed over 6 weeks ago and all I have had is lies, lies and false promises!! I can not recommend anyone purchase furniture with Ashley Furniture Bowling Green or Nashville as they are tied together and the employees simply do not give a shit about communicating with the customer to fix their mistakes. Now we are facing a 5th delivery attempt for bed rails. UPDATE. Just spent the day speaking with S Harris of Ashley Furniture Customer Service with a Louisville KY Phone number. I still do not have a bed as the rails came again broke. I have been in the floor for 4 weeks now. BUT because I have been given a credit of 65.00 promised credit for 129.99 and an addition $200.00 of which have yet to be processed. That I am just wanting to argue!!!! Ashley Furniture contracts their shitty delivery service with a third party company that they have zero control of. Ashely Furniture takes your money and could give two shits as to what happens to you after the purchase. Here we are a month plus after payment. Still no bed. Yet that are trying to pigeon hole me into a delivery time that works for "THEM" not me the customer. They have lied at every turn, even so much as to tell me the warehouse manger spent 3 hours on Sunday to locate my rails and then shipped them to by hour busted and project. Only to have S. Harris so called customer manager to tell me the store LIED as the warehouse isn't even open on Sunday. So if you are out shopping in Bowling Green or Nashville at Ashely Furniture. Think Twice about that purchase. Oh yeah that credit of $129.99 was submitted on 1/7/2020 and still hasn't hit my bank S. Harris also stated that all that could be done has been done. Mind you I have forced their hand with every action. She further stated that there was no one else to talk to as she was it. Ashely Furniture customer service is TERRIBLE. Ashely Furniture Home Store Bowling Green and as far as calling their hotline. Don't wast your time. Done waste your money !!! Buyer beware. Purchased an awesome bed in a December. Now the 3rd day off from work waiting on bed rails. Initial delivery Jan 3rd rails busted, and the hook Ends had been installed backwards. After multiple hours on the phone with customer service (Which could Careless about the custom) the rails had been back ordered. So Friday the 16th new rails are coming. Driver called stated he would arrive in 45 minutes - never showed and didn't answer my calls. After much frustration I phone the sales person who happens to be the assistant manager. He assures me he can get to the bottom of this. Phones warehouse. Speaks work John W. Phones me late Saturday and texts Sunday. Confirms a Monday they have found my rails. Deliver set for today. I take off work. Delivery crew arrives and comes in. Untapes box and rails are BUSTED and the hooks are wrong again. Delivery apologies and states he deals with this every day. So much for John W. Finding my rails and taking the time to check them and confirm they are correct. Driver phone customer service same song and dance. Where has customer service gone??????? read more

Terrible experience! I will never buy anything from there again! Took 2 months to get my furniture and they just kept lying to us. It was horrible!! Wouldn't recommend to anyone! read more

NO COSTUMER SERVICE WAS MISERABLE AS THIS ONE!!! I bought a King size Bed Rustic Gray with drawers.((((( Price $600)))) I took the option to pick up, to save $175 delivery fee!! After I picked up the Bed from La-vergne TN 88 Miles away.I even at the pick up asked the guy twice if he has all parts and is all right order. He said YES. Once HOME.. I started to put the Bed together. In the middle of the assembly I realized its NOT the BED I ordered. So I stoped and went to Ashley Furniture store in BG where I purchased the BED. So I calmly told them the issue. That is when they said: I am sorry to hear that. Then the NO COSTUMER RIGHT TREATMENT STARTED. I was told that I have to go back to TN. Return the BED. Then after I return it. I would have to wait couple weeks to go back again to TN and pick up my Original order. I WAS LIKE since its NOT my fault . How about you guys return it back and deliver to your store the original order for the inconvenience. THEY SAID NO THATS NOT GONNA HAPPEN. I said it is not my fault ...they like you choose to pick it up. I said yes. But Yall made a mistake. why should I pay for it again. They said we can't do that. I said ok If i pick up for the inconvenience what can you do for my trouble going back and forward.Answer nothing I can take $50 off the bill. I said NO. All I am asking is to deliver it to me. They say NO. NOW I HAVE TO GO BACK RETURN IT AND THE GO AGAIN TO TN TO PICK UP ORIGINAL ORDER. WHAT KIND OF COSTUMER SERVICE IS THIS? I AM MAD I WILL NEVER EVER BUY FURNITURE FROM ASHLEY AGAIN. THIS IS NOT HOW YOU TREAT YOUR COSTUMER FOR YOUR MISTAKE.. I DIDN'T DO ANYTHING WRONG. I HOPE A MANAGER WILL CALL ME AFTER READING THIS TO RESOLVE THIS ISSUE. THIS IS NOT HOW I SHOULD BE TREATED FOR SOMETHING THEY DID. read more

The worst experience ever i will never shop there again i went to get a new couch back in the beging of Sep. and found one i liked and ordered it and was told i would have buy OCT.2nd well a few days before that i get a call say it would not be ready till around the 10th now so i go into the store to find out what is going on and the sales gal looks it up and she tells me now it will not be ready till the 15th now so i went to talk to a manger and of course he is not in so when i leave i go and call the 800 number and talk to them they put me on hold to look up what is going on and when they come back they tell me the reason is the couch has not even been made yet so i went back to the store the next day to cancel my order and the person tried to talk me out of it but by that point i was done dealing with them but they said they were still going to charge me a restocking few even though they were the ones how screwed up and of course once again there was no manger to talk to and they said he would not be in tell Friday so i came back on Friday like they said to get the restocking fee waved and who was not there the manger so i go and call the 800 number to talk to someone i told them what was going on they put me on hold and called the store and guess what the sales manger was there she said he just did not want to deal with me i called back the store and got a hold of him and after about a week dealing with this he waved the restocking fee but all said and done i will never shop there again and i cancelled my C/C with them and found a better store to use read more

Excellent staff that went out of their way to accommodate us even though it was after normal hours. We walked in and browsed forever, but they stuck around and helped us out. No one tried to rush is out or anything. We had a great experience and would recommend them to anyone. read more

One of the worst experiences in my life. Bought my furniture on Oct 30th. Half more order showed up on the first expected delivery date. My couch did not fit correctly so I asked to swap a piece and only pay the restocking fee. The customer service number told me no and I would have to pay another delivery fee even though they had to still come to my house two more times. She was also very hateful and told me I could not talk to supervisor and explain what all was going wrong. The store final agreed to waive my charges for the swap. Got the other half of my order my minus a shelf that was planned to be a few days late (i had agreed to that). The book shelf then was still 4 days late on our agreed upon date, and it was missing the bottom half. The driver was great and took pictures and called customer service and let them know. He also took the piece I wanted to swap on my couch but didn't have the replacement piece. They said someone would contact me in 24 to 48 hours. 5 days later I had to call the company again and they said a ticket was never made on my partial book shelf but they did have the pictures, so i assume they thought I wanted half a book shelf. They also had no order ticket for the piece the owed me on my couch. This customer service lady was very nice and ordered me a whole new book shelf that would be in on Dec 30th. I called the store to again find out why I my piece was not sent and was told that the people I needed to speak to were not in but they would call me the next day on the day she worked. I waited another 2 days and then 2 more days for Christmas (they were closed) with no call. So i called on the 26th of Dec and again no one is in that can help. Wont be in until the 29th. In the mean time a delivery person tried calling and delivering the bottom half of my shelf when no one was home because I was told no such order was made for the missing pieces. I had to refuse that order. No one calls me back, none of the stuff shows up on time and when it does its missing stuff. I might have might full order 2 months after I made it. I am sure they will just say you finally got it so they do not care anymore. I will never buy from them again and its a shame because my sales person has went out of her way to try and help but management and the customer service line could care less about you. They have my money so they will get it to it when they get to it. read more

We spent 3 hours or more with a salesman named Todd Bratcher. He was extremely patient and informative on our furniture. He was a lot of fun to work with. Not only did he help us with our furniture, but gave us great recommendations on restaurants, since we are new to the area. The store manager is a blast also. Over all it was a great experience, and I would highly recommend Ashley Furniture, and I would recommend working with Todd. read more

We purchased queen bedroom set on March 12. We were told that the delivery date will be in 1 to 2 weeks. After 3 weeks we received a call from Ashley customer service and said we need reschedule because the bed rail is on back order. The new delivery date will be at the END of May. Very stupid people! They want us to wait 2 months to receive our bed! We were really upset because the salesman told us the delivery will be in 1-2 weeks. We refused to reschedule and went to speak to the Bowling Green Ashley store to cancel our order. The front desk accountant said if you cancel the order you will be charged 10% because you signed on papers that after we purchased something, they would deduct 10% if we cancelled the order. We asked to speak to the store manager JOSH, but he refused to talk to us. They call his name 3 times, but he was very rude and did not come to see us. He is really bad manager, and I wonder how they put him as store manager. At that time, we were very upset and spoke loudly and demanded to get full refund. The front desk accountant said Josh is not helping at all, so she called the corporate office and they agreed to give us a full refund without deducting 10%. We purchased 3 times from this store in the past 2 years and were loyal customers even thought we had cracked furniture and took them at least 3 months to replace it. If you purchase and pay, you then will keep running after them to get your stuff. Because of this bad manager Josh and poor customer service, they lost us forever. We will never purchase anything from this store. read more

So in hind sight I too wish I had read the reviews. Found a bedroom suite that would work nicely. Made sure since I had worked with one of the sales reps that I would make sure we gave her credit for the sale since we did not buy the furniture that day. I discussed the cost over the phone, got the quote and had my wife go in the next day the sales rep was working. When I asked her what the final cost was it was $380.00 more than discussed. It was a replacement policy. My wife questioned this (since she knows I would never approve of this) and the rep said no your husband and I discussed this. Which was inaccurate statement #1. So after cooling off I called and asked for the charge to be removed. Obviously they knew I was mad and had caught them in a bait and switch. So not only was it to be credited back, I would have the plan for free. Which shows to me this is not a valuable plan. So Ok that's on Nov 10th. Then the furniture comes. It has scratches on it and the guys tell my wife that there is a scratch on the wall. They say it was there but they have to point it out. It was not a scratch but a huge hole. Little did they know I had just painted that wall prior to the furniture arriving. So this was the second moment where we were not told the truth. Next I am waiting for the credit to my card. I check back in a week while in the store. It's still processing. I call on Nov 24th and they say it was just processed. Check back in 2 weeks. I call on Dec 5th and it has been processed. Look again in 5 Days. So each time they pushed it out, saying their corporate office has to credit it. Holding onto the cash. Gaining interest on it and then I am forced to have it on my credit card through a cycle. So each time I was lied to 3,4,5 times and it goes on. It took it took 27 Days for the credit to occur. So finally I have the credit. But nonetheless, I would not recommend nor encourage anyone to come within 10 miles of this store if you want a positive experience. read more

Awful experience. Purchased a sectional during presidents day sale. The manager personally verified the order multiple times. Upon delivery the wedge was missing. I was told the delivery drivers to wait while I contacted the store. I was told the manager was unable to come to the phone but would call me back at an unspecified time. I told them I needed it resolved as I needed to keep the drivers if it wasn't satisfactory. I tried the helpline but they said it was a store issue. I called the store again (and at this time the drivers left knowing I was unsatisfied) and the sales associate answered. She told me she was instructed to "handle it" since it was her fault. She proceeded to offer to pay half with her own money for the missing piece. I reiterated I needed the manager and he had 30 minutes to call me back. He did. He offered 50% off the piece but the financing terms from the initial sale we're unavailable. I told him I wanted a full refund as that was not acceptable. I was told of I wanted the 10% I put down back I would need to speak to the helpline. The helpline told me I needed to speak to the store regarding this. Multiple times I asked for a supervisor but apparently the helpline doesn't have a supervisor ever available. The next day I called the store again asking for the area director's number. I was told that the manager doesn't give the number to employees and never to customers. I had resigned to accept the 50% off for the missing piece but when the customer rep called to confirm delivery I said, "this whole thing isn't right.". She responded, "sometimes we have to accept things that are unfair." I told her to cancel the whole thing because I have never told this as a customer. Again I was instructed to set this up with the helpline. I called the helpline again today. I was told there is a no-return policy and during my last call to the store I was made aware of this. I contacted the better business bureau but at this point I don't have much hope for resolution. read more

Went in to look at a desk, came out with a desk and a couch! Our sales person must have been new but she was very helpful and persuasive lol. We will be back for bar stools and an entertainment system as soon as we finish up the payments on these which I'll add, aren't too bad read more

I'm so excited to get my kitchen table. And lady helped me so much. She saved the day.,I just wanted to say thank you ashleys furniture for everything you done for me.i can't hardly wait. Happy Thanksgiving and merry Christmas to everyone. Xoxooxox read more

If I could leave 0 stars...I would. I understand this year is full of obstacles due to COVID and there are many things out of the stores control, HOWEVER I have asked multiple times for just honesty and have yet to receive it. Purchased $4k worth of furniture in June and am still waiting for it as we go into September. Delivery has already reached out to me 3 times having me confirm delivery for that week. I confirm to get a call the next day saying there is nothing available to be delivered so delivery is going to have to be pushed back an additional two weeks. I'm not sure why they have such issues with communication.. but it's terrible. The people who work at the BG store are very unprofessional and I have yet to have a good experience with one. Find the furniture you like that is made from Ashley and order it through another store. DO NOT ORDER FROM BOWLING GREEN ASHLEY FURNITURE. read more

I have been here in the past and have always received excellent customer service. However, I cannot say the same for my most recent visit. Throughout the 20 minutes of the visit, I did not have anyone greet or ask if I needed assistance. Even when walking by a few who were on their computers, no one took the initiative to say anything. Overall, I was very disappointed. read more

Told my parents they would move a sofa to another room when new furniture was delivered. Guys delivering said they would not touch any personal property. They completely misled my parents about what they would do upon delivery. read more

Do not buy from this Ashley store. I have purchased furniture from Ashley through the years and have never thought I was treated as dishonestly I have been treated by this store. I ordered an entertainment center which said, "with fireplace option" that was a little more than the same entertainment center with fireplace on the sales paper so I assumed the entertainment center was coming with the fireplace option. It arrived--no fireplace. I called the store and was told that you do not get the sales paper price unless you specifically ask for it, so they charged me more for the entertainment center ($999) without the fireplace than I would have paid for the entertainment center with the fireplace ($979). The sales paper listed the entertainment center without the fireplace as $779 (a $200 difference). (Every piece I ordered ending up costing more than the the sales paper price, but this was the most egregious difference.) I was told I needed to talk with the sales associate who was with another customer, but she never returned my call. This was on top of the delivery service--a broken glass shelf, a missing handle on one of the pieces, a scratch on top of the media center, and a defect or scratch on top of the side cabinet. Every piece of the entertainment center and cabinet I purchased had something missing or wrong with it. The delivery service solution was to call a tech out to fix the defected piece. The store is supposed to replace this piece, but it was just another reason for me to not want anything else to do with Ashley. They provide you with all of the paperwork to sign before handing you the invoice at the very end. The invoice had every item broken down into separate pieces, so I just assumed until I arrived home that the prices were correct. Should you disregard my review and purchase anything from them, take your calculator and ask to see the invoice before signing anything. I guess I was too trusting, but this was an expensive lesson learned. I will say that I have two more rooms to furnish, but they will not be furnished with Ashley furniture. read more

Oh, I contacted Ashley corporate office and was told they would contact the manager and get back to me. When I talked to the manager she said corporate office had not called them and I have heard from them either. I do not have an address to send you a PM so I cannot contact you. After reading all the horror stories about other people's couches peeling I think this is a blessing that it has turned out this way. read more

While buying everything was fine. When my son went back to pick up part of my purchase it was horrible & disgusting. Two of the employees were very very rude, including CONNE, my salesperson. I bought something on clearance & was told by CONNIE to check the item before taking. My son inspected the clearance power base which did not work & had tears in it. He was told he had to take it since it was on clearance and there were no refunds. Also they were upset because he came on a Saturday to pick up the merchandise and they informed him that they do not allow that on Saturday or Sunday. I called ahead because on the day he was going to pick it up it was raining and the person that answered the phone told me it was perfectly fine he could pick it up on Saturday as long as he brought someone with him to load it. After a very uncomfortable conversation Ashley furniture did tell him they would refund the money on the power base. Why would they sell something broken and torn in the first place. I just don't understand that. Needless to say that will be my last purchased ever from Ashley furniture in Bowling Green Kentucky on Scottsville Road read more

I have purchased all of my furniture from Ashley for the last 12 years and have always had nice quality furniture. But Do Not purchase the Montage plan. They expect you to forget about it and you will not get your money back if you do not use it like they say. I called customer service when my 5 year plan was up and was told it was actually 6 years due to the one year warranty and the 5 year kicks in after that and that I would need to call back in 6 months to the store itself at that time and would get my in-Store credit. Well I called 6 months later and they tell me that is not correct it is 5 years and I am 6 months too late. I then call the customer service number back and again they tell me it is 6 years. I tell them what the store said and after a brief hold am told oh yes that is correct it is 5 years and nothing can be done. The store will not honor it bc it is not their fault the Customer service center told me the wrong thing. So for my $4,500 worth of furniture I will not get anything for the $460 plan I purchased and did not use. They did everything they could to not have to give me the money back and that is sad. I have defended this brand when others said their quality was cheap, delivery didn't happen as it should, sales associates told them the wrong things but NEVER again. I will also never purchase from this company again. read more

After having a not so good experience, The corporate guest care team was quick to respond and handled the situation great. They were very friendly and extremely helpful. Definitely appreciate the effort made to make things right. read more

I just want you all to know that our experience with you all has been absolutely horrible!! We spent $8500 with you all in a 2 weeks' time span and it was the worst thing we ever did!!! The day we ordered our furniture we scheduled for it to be delivered on April 1st.. only for then no one to show up. We were called Friday night after confirming Friday morning and told that they over booked and we would have to reschedule. We have 3 kids and worked our whole weekend around that furniture being delivered. The store manager has worked diligently to help us get this solved but it has been a complete nightmare. We were then schedule to have the furniture delivered yesterday, April 5Th between 4:30-7:30 only for someone to NOT SHOW UP AGAIN NOR CALL!!!! This is the most horrible customer service I have ever experienced and have sure let everyone know to NOT ORDER for you all EVER!!! read more

Went into the store to get some ideas of living room furniture, was helped by Courtney, who was super friendly and did a great job. Ended up buying a couch, among other things. We ordered an extra pillow (for the backing of the couch). Couple weeks later, received the bag the stuffing goes in and the cover, but no stuffing. They said they'd get it fixed. A week later, we receive a 4ft. tall box full of stuffing. $60 to build your own pillow! read more