CUSTOMER SERVICE IS A JOKE, THE TECHS ARE A JOKE, ASHLEY FURNITURE IS A SHITTY PLACE TO BUY FROM. We spent almost $3,000 on our 6 piece recliner couch, it's beautiful and the one we really wanted until we started noticing problems. The left arm recliner back board was off on one side, no problem. After waiting on the line with customer service for an hour and a half they had a tech call me and it was fixed within a few weeks. Our right arm recliner, what a freaking nightmare this is.... the arm wiggles, the recliner leans to the right after contacting customer service and being on the line for over an hour and a half, within a few weeks a tech was sent and told us the mechanism was broke (no fault to us again) so he ordered the part and after a month it was delivered to my house so then I called and waited on the phone for customer service and then 3 weeks later a different tech was sent out. Now this guy looked at the right arm recliner and said it is NOT the mechanism that it was the frame itself broke! So this guy wanted to CREATE something for our almost $3,000 couch to fix it and we waited and after 2 weeks never heard from anyone so I called again to let them know that we still have a broken recliner and on top of that sitting in my armless recliner, the back board on the left side came un tacked. So the customer service lady told me she put the order in again and that the tech would be at my house for about 1.5 hours, sure as long as it gets fixed.. well today was the day and the tech was here for 40 minutes. He put 3 spacers in on the right arm recliner, 1 board was completely snapped in half so he put a metal bracket to hold it together. The tech did not touch the support board on the armless recliner nor did he switch the wires on the right arm recliner that is ass backwards. I went to Ashley's store where I met with the district manager and all he could do was send out an email for someone to call me. What a freaking joke! He couldn't even offer me a couch exchange or a store credit. I hope you all read the reviews on this store before buying anything because if I would have I NEVER would have went here! you have a better chance of buying from walmart! read more

I have had the absolute worst experience regarding my furniture delivery from Ashley. My delivery has been delayed 3 times and I am still yet to receive the items I was promised over 2 months ago. The first time it was delayed I was at least notified a few days in advance that my delivery was delayed 2 more weeks. (Also, when they called to say it was delayed, they tried to make me pay an extra fee for a weekend delivery charge even though I initially had a weekend delivery scheduled. Luckily, I went into the store to ask why I would be charged extra for a delay, and was told I wouldn't be.) When the second delivery day came, I got a call in the middle of the delivery window stating that one piece of furniture was damaged and therefore my entire delivery was cancelled. I asked them to just deliver what wasn't damaged and they said they couldn't because the truck had already departed the warehouse. So I rescheduled everything for a few days later and was promised a waived delivery fee. I even called back later that day to confirm that everything was set for delivery the following week. Sure enough, 3 of the 4 pieces were not scheduled, but I was told they would be added. I just called the store again to confirm tomorrow's delivery because I did not trust that everything was set. To no one's surprise, only my couch is scheduled for tomorrow and everything else apparently never got rescheduled after it didn't make the last delivery. I'm losing my mind and all I want is the furniture I paid for months ago! I have cancelled weekend trips and taken time off work to be home for delivery multiple times only to sit at home with no furniture. Everyone I've spoken to has been seemingly accommodating over the phone, until I later find out that half of my furniture was left off the order. Truthfully, I have very little hope that my couch will come tomorrow and am even more skeptical I will ever get the rest. I've been sleeping on the floor and living out of suitcases for 2 months now and considering cancelling my entire order and buying somewhere else. The whole situation is so ridiculous that it's almost comical. Do not order furniture from Ashley, it's so not worth it. *I would post photos for reference, but it would just be an empty room. read more

We had a great experience at Ashley. Sophia helped us and did not try to pressure us into buying anything, even when we told her we were going to check out a few other stores. In the end we returned & Sophia helped us find more furniture. I showed her a few pictures of styles I liked & she lead us to similar pieces. Everyone was nice & willing to help! read more

My wife and I came in looking for a couch for our home and we could not have been happier with the service. Sophia took extremely good care of us and catered to our every need, question, and expectation. She exceeded her duty in helping us find the perfect couch. Not only was Sophia patient and helpful but her upbeat personality made for an enjoyable experience. I highly recommend going to Ashley for any furniture needs and ask for Sophia! read more

We bought a bed which was 3000.00 we were doing paper work for 2 hours not County the time decided ding which bed, we asked one specific question 3 times bc we couldn't believe it the first time we were told there would be no additional fees if we paid it off early and each time she told us no. So we put down $500.00 we made other payments addition to the first then this month we decide to pay it off my husband goes to do this and we were told with early payoff fees we still owe $2500.00.. it's like after being lied to three times and not giving us any paperwork when we left we are now getting lied too again and she even hung up on my husband as well. This is so wrong we have bought furniture here before and had no problem but this issue isn't over and we will never come to this store again and will tell everyone we meet not to come there either read more

What a WONDERFUL experience at Ashley HomeStore in Florence, Ky! Shanda Williams was so helpful! Not only did she save us money, she got us in and out in a very timely manner. Shanda listened to our requests and showed us a variety of options, which led to our perfect new furniture! She was super friendly, helpful, and helped us maintain a budget! Furniture shopping has never been less stressful and fun! Thank you a TON Shanda Williams, we will be seeing you in the future for any other furniture purchases! -Ashley Johnson read more

Weeks later...despite a comment from Larry, not one phone call or person from Ashley contacted me or made any attempt at correcting their issues. They obviously come here to attempt damage control, but it is all lip service. Purchase somewhere else... read more

Your never going to believe this one. I bought an expensive dining room table from my local Ashley Home Store and within 2 months and prior to even using it I notice the top surface bubbling up in 8 different areas. Ashley Home Store won't honor the 1 year warranty. Now they are saying I must have too much water in the air. My home is climate contolled and it's also worth noting that my other furnitue is not bubbling not even my self assmebled cheap t.v. stand. I would never trust Ashley Furntire again it is obvious to me their furniture is poor quality and they don't honor their warranties. Don't give them your money or you will be sorry.... Horrible...what ever happened to company Pride and Honor.... Not at Ashley Home Store. read more

This company, along with Acceptance Now, has been, by far, the worst experience I've ever had to deal with. Ordered a bedroom set from them at Ashley's furniture in Florence, Kentucky and the order was pushed back a week.. so I waited another week.. then it got pushed back until the next month, so I decided to cancel the order. Since then, I've been fighting to get the month I put down at the time of purchase.. this was back in June 2018 and it's now November 2018. I've called numerous times and they say the refund check is in the mail and weeks go by but it never shows up. I called today, November 13th, 2018, and I get in touch with a fill in representative, named Jennifer, who states she can't assist me because it has nothing to do with her and I'll have to call back in a few days. I ask for her supervisor and she says she is the supervisor.. I ask for the corporate office number and she stated she can't give me that information because her system doesn't allow it. I show a little bit off frustration at the situation, which was in no way directed towards her, and she gets offended and hangs up on me. All I've been doing for the last several months is trying to get a refund from this company.. I would NEVER refer them to anyone else and I would encourage everyone else to NEVER use this company for purchase you're thinking about making. read more

Great selection and we loved our salesman, Wayne. He was super helpful and friendly. He also gave great advice! It was late on a Saturday and they were getting ready to close but we never once felt rushed. The other employees were nice and helpful too. We will be back for sure when we need more pieces for our new home. read more

Awful people at this store from management to sales and especially followup after sales. They don't listen and don't care. And no matter what your concerns they are indifferent. I let them know and would like to let everyone know that I will never do business with them again and would like to let the public be aware of how unpleasant any shopping experience is with them. Not only are they indifferent but when you discuss a problem with them, their solution is "to look into it and call you back". And guess what, no call back. And on my own return call to followup, no care and more lies. read more

UMMM If I could choose no stars I would. They mislead my husband and I. We had went in with cash and wanted to buy the mattress with the cash we brought. They talked us into the 90 days same as cash. we had asked multiple times if we would have to pay a fee if we decided to pay it off early thats the only reason why we decided to do it. She said multiple times that we wouldnt. so when we signed up we had a screaming child and a 9 year old that was ready to get out over there because we were there for over 2 hours. so I hurried up and signed all the papers then she informed us that all the paper work would be emailed to me which i thought was very sketchy because I wanted to read over them. Then she said that we could pay whatever we wanted whenever we wanted. so we set up a direct withdrawal out of our account. Well when I went to make our first payment they said that we couldnt we had to make the payment that was arranged for reporting purposes. well thats the first lie. Well as of today we go to pay it off because the 90 days expire on oct. 30th and what ya know.. The second lie.. we can pay it off for a 12 % fee. That is ridiculous.. So while we are telling her well you didnt tell us that she informed us that we had signed it.. So then Can I see it since I didnt get any paper work. So she faxes everything over. And sure enough I did but.. But the point is I asked her face to face and she bold faced lied to us when she talked us into doing the 90 day same as cash deal from the get go when we wanted to pay for it with cash from the get go.. NEVER GO THERE THEY ARE LIARS!!!! read more

This place was a terrible experience to shop at because I was pestered by the staff. Dan was the worst one. As a manager he was intrusive about personal questions about my life and he has a terrible attitude when it comes to declining a purchase. I was just browsing the store for future references but just from that guy alone, I never want to shop at Ashley again. I can't believe they let someone like that manage a store. I would not suggest anyone to shop there. read more

Horrible customer service. Delivery was last by 4 hours. Told I would get back my delivery fee and still waiting. Never can get a hold of someone in charge. read more

We shopped everywhere for a couch, looking for just the right style, size, and price range. We fell in love with a couch at another discount store, but they could not order the couch due to its popularity, as it was backordered for months. Defeated, we tried one last store with Ashley Furniture. As a first time shopper, Sophia Edwards greeted us and helped us navigate the store. After we told her our couch woes, she walked us through the selection on the floor. She stepped away to see if she could find the couch we had fallen in love with at the other discount store, as it was Ashley brand but not on the showroom floor at the actual Ashley location. Not only did she find the couch, she had it delivered inside 2 weeks, not months as the other store had said it would take. She was beyond helpful and kind, and made the whole experience amazing! As a first time shopper, Sophia ensured I will be a lifelong customer! She is what good customer service is all about! read more

My husband and I ordered two bar stools for our son as a Christmas present. When we placed the order, William Aker, Product Specialist, with Ashley Furniture on Burlington Pike, Florence, Kentucky was the sales person that assisted us. We specifically asked if the bar stools would be put together when we picked them up and Mr. Aker assured us they would be together when we picked them up. We have had negative issues regarding putting furniture together in the past, and did not want to deal with it again. After waiting for two and a half weeks for them to be available for pick up, my husband went down to the store to pick them up and deliver them to our son's home. When my husband got to Ashley Furniture he found that they were NOT put together and was informed that he would have to do it himself. Obviously Mr. Aker lied to us in order to make a sale; and the employees at the store thought it was funny that my husband was told this by Mr. Aker and that my husband was upset that they were not put together. Obviously, we will not be purchasing anything from Ashley Furniture again. It is a shame that you can not trust the employees when you are ordering furniture at Ashley and that the store does not resolve the problem when it is the result of one of their employees. Buyer beware when dealing with Ashley Furniture and particuraly Mr. Aker. read more