To make a long story long.... lol We bought our first home out of state (ca moving to ky). Decided to sell all big furntiture to help with moving costs and just buy new when we got to ky to go with the new home. Officially landed in ky august 3 and had gone to this store august 5th hoping to walk out with furniture. Found a bed frame and sectional/ ottoman. Was told about the back order due to covid. We get it every furniture place took a massive hit to production but was informed itd be begining of november. Fine. We need furniture, we got the credit approved through then already so we proceeded all while being told it be here by thanksgiving. Guess what... still not here and its jan 6th of a new year. I called them begining of nov for an order update, and was told at that point 4-6 weeks, were nearing the end of those additional 6 weeks. Called them today before the review and was then inform 9-11 additional weeks. YIKES If yall dont have furniture in stock, why keep selling? Catch up with all the backorder cause this is ridiculous. We contemplated several times cancelling and just ordering from somewhere else, or preferably walking out with furniture and not having to order, but as i stated the credit was ran and already billed to ashley and after the move my credit doesnt need anymore hits right now. Once i get my furniture ill update my stars to include how that itself is. Also noting, its not the stores fault this is regarding Ashley as a whole not anyone or this location specifically. Corprate needs to get there stuff together. read more

The most deceptive company. I wanted to cancel my order because they keep pushing out the delivery date but they refuse to give me a full refund. Item will not arrive for at least 5 weeks after the date I was promised. Today they gave me 3 different delivery dates. I'm starting to think I will never receive the items I purchased. Thanks a lot sales woman Kendall for not mentioning that the item I was purchasing was on back order. read more

If I could give a zero like other customers I would. This business is not about customer service. I had a coupon they would not take the next day because I had paid cash for the purchase that was thousands. Want! Unreal. They lost me and all my friends. I tell everyone do not go to this location ever to buy anything. read more

Do NOT purchase anything from Ashley Furniture. Not only was their "best quality" couch peeling after just 3 months after it was purchased, but I have been trying to get my couch repaired since January. They have already rescheduled 3 times and today they told me they were coming and never showed up after I took off work and waited all day. That warranty they push so hard for you to purchase saying how it is sooo worth it...trash! Warranty does no good when they won't come to do the repairs. I will NEVER purchase another thing from here!! They have the absolute WORST customer service I have ever dealt with in my life. read more

Bought a brand new recliner. Day they delivered it didn't work. Customer service giving us the run around about fixing the problem. Mean time have a recliner in recline position. Blocking room blocking back order. If there was a fire couldn't get out door. Trip hazard for a disabled veteran. Great way to treat our veterans read more

I ordered a table, and they delivered it with damaged corners. I refused to accept it, and the delivery guys took it back and told me that this wasn't the first time it had happened. The next day, I called to cancel the purchase. I talked for 30 minutes, and they told me to wait for an email. I never received it. Then I called two more times -- nothing. I went to the store, and they just gave me a screenshot from their computer showing that they supposedly refunded me the same day. I never got the money. I've just opened a dispute with the bank. read more

Extremely pushy, really wasnt able to browse at all before the salesperson jumped on me and directed me to products that had motorized recline and massagers. I did not want these features. Then they told me that i needed to enter in some information in order to see how good of a deal I could get with the 0% financing. Told me that it wouldnt impact my credit and as I am waiting to see the prices I get an alert that I just got a HARD credit pull, which HURTS YOUR CREDIT. Then they show me the numbers and he financing is 0% but they mark the shit up 25% more if you elect to use it. AVOID read more

This is absolutely the worst store to purchase furniture from. I worked with Rob Hardin and he was very nice and personable and acted like anytime you need him to do anything, he'll do it. I refused delivery on a recliner that they dropped from the delivery truck and broke and I've been calling weekly for a month trying to get a refund for the $900 recliner and now all the sudden, Rob isn't ever available. Don't let these people fool you. They want the sale and that's it. You'll be pushed to the side once that credit card is swiped. read more

I started with Ashley Furniture about 4 years ago.Those purchases were fine and all but one seems to be holding up.Recently I bought a mattress.My experience was excellent as was delivery. I purchased a chair.Delivery was fine but I saw it was damaged. read more

We had a terrible shopping experience at Ashley Furniture in Lexington, KY. We bought a new mattress and platform. The mattress we tried out in the showroom was a firm mattress with reinforced sides. The mattress that showed up at our house was a soft mattress with no reinforced sides. We immediately called Ashley and told them the situation and they said they would not take it back and exchange it for the correct mattress. The store was quite dismissive. We recently moved into a new home and were planning to buy quite a bit of furniture through Ashley - and the sales person knew that. We will never shop at Ashley again. Extremely disappointed with how they treat their customers when there is an issue with a purchase. In the picture you can see how I sink down into the mattress and how the side oozes out. read more

Ashley Store - Picture of an extremely soft mattress when we ordered a firm mattress. - Furniture Stores Near Me - Lexington, Kentucky

Bought a sectional for over $3,000 and bought the extended warranty since we have a dog. The recliner broke within two weeks and we have been lied to about parts delivery and expected dates being pushed back for three months. We are still waiting for the parts to be delivered and then have to call to schedule a technician to fix a problem that I am sure at this point has broken/ bent other parts. Gone are the days when companies cared about customers and stood behind their products. They got paid, so they don't care. read more

We were in Louisville Kentucky and had stopped at the Ashley HomeStore off Bluegrass Road. We walked back in their markdown room and saw the Ryler sectional and fell in love with it, however it had a sold sign on it and was the last one at that store. The sectional was a discontinued item and could not be ordered! We live in Lexington and called this location and luckily the Lexington store had the exact same one in charcoal . This was exactly the sectional that we had wanted to buy. We worked with Aaron on the purchase of our sectional and he provided excellent service. He was helpful in directing us to other items we have been interested in for the future without being pushy. We cannot address ordering furniture and the speed that a order takes or delivery process since the item was closeout and they do not deliver closeout. The employees were very helpful in helping us get the sectional to our truck and held part for a two day pickup since it was rainy outside. My son helped with day two pickup and is in the picture on the sectional in our Loft. We could not be more pleased with our purchase! read more

Ashley Store - Furniture Stores Near Me - Lexington, Kentucky

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Even after I called Ashley furniture, after the business owner recommended me to on yelp. My problem was never resolved. I actually ended up throwing every piece of furniture away from Ashley furniture. Because it all eventually completely broke due to it being so cheap. They never honored the 2 separate warranties I had. The extended warranty that I purchased separately apparently wasn't for wood it was for cloth. I notified the manager and he said that the warranty should've covered all the problems that I had. But yet he did not offer once to help me get my items replaced. They gave me a partial refund on the useless Warranty that I bought. They penalized me with a hefty fee for getting a refund it. Even though they were the one that sold me the warranty that was useless for my items. This place is a joke. Look at all the bad reviews. Run very far from this place if you're wanting high-quality furniture and a warranty that is actually honored. read more

Ashley Store - Dresser, drawers, broken and falling out - Furniture Stores Near Me - Lexington, Kentucky

Bought a recliner from Ashley Furniture in Lexington. It was delivered on 7/16/24. It is now broke. The bottom mechanism which puts it up and down is bent and the chair will not work. Also the bottom frame has spintered and is coming apart. I contacted customer service and they told me it was under warranty and that I needed to go online to fill that out. Beware online is automated and very stressful. This automated thing offered me $83 which I said no to and then offered $55. I said no to that also and then the automated thing told me sorry it couldn't help me and quit responding. I paid $688 with tax and delivery. My suggestion is buy from Walmart it will last just as long. read more

We all probably don't enjoy furniture shopping. BUT, we had an awesome experience today with Kyle! He is down to earth, genuine, incredibly patient, was kind to my children and very helpful. ZERO pressure!! I didn't even go to buy furniture. I just went to help my mom with her shopping. But I left buying a new table and an adjustable base for my bed. Things I have been needing!! It was a long selection process but it was a great day! read more

Ashley Store - New table! - Furniture Stores Near Me - Lexington, Kentucky

DO NOT BUY FROM ASHLEY HOMESTORE FURNITURE!!!! I was 9 months pregnant and told I could have my exchange order delivered after having the baby & moving. Three months later they refuse to call me back and are abandoning me with merchandise that arrived damaged from day one. I've been calling every month since and supervisors never call me back, or when they do they just hang up. I'm now stuck with this financial burden of damaged items and a loss of thousands of dollars after at least 15 attempts of exchanging and getting "like-new" items when we requested the items to come in their box, or to just return it, and they never obliged. NEVER BUY FROM ASHLEY FURNITURE Customer care is crap. Your money is better spent elsewhere even if it's more expensive. Too many photos to post of damaged items received and the exchange damaged items sent as well. read more

I most definitely wouldn't recommend this location to anyone. I called to see if an item online was in stock at the actually store. I called to see if an item was in stock and the sales associate kept telling me he can't sale me the sofa for the price listed online. I never once mentioned the price, because I was willing to pay full price. I simply wanted to know if they had the item in stock. So they lost a potential customer. I'll try another furniture spot. read more

This is the worst place I've ever dealt with. They sold me a couch with an extended warranty and told me it covered everything other than paws and claws. The frame lasted less than 2 years and my claim was denied because at that point I was made aware that the frame was not included. "What type of Warranty doesn't cover the frame?" Junk is what type. A Junk warranty for junk furniture. I actually went in to fix it myself and noticed that this stuff is not much more than cardboard. It seemed as though they used scraps to build the frame with and used whatever they could find. Fine, I let that part go, lesson learned. It gets better. I was informed that once my account was paid for I would acquire a 500 dollar credit towards any type of new furniture purchase and I would be notified via email. You guessed it, no notification and once I did call to ask I was informed that my credit had expired. I went in, explained the situation to a sales rep and the manager and they manager seemed willing to work with me on a consideration for a new purchase, but once I was turned over to the sales rep she became arrogant and condescending, informing me that no discounts would be applied unless I was willing to spend several thousand dollars once again. She had the arrogance to insinuate that I was looking for something for free and ask me that exact question. No, but when I spend 3 grand on garbage that you sell me I expect you to make an effort to earn my business back. Trashley furniture is what this place should be named. These people should be shut down by the Better Business Bureau which is exactly where my next complaint is heading. read more

Do you see all the 1-star reviews? Beware of buying anything from this store because once you pay them, the customer service ends there. I ordered a sofa a few weeks ago and it was delivered damaged (Gee, I see this happens to most people!) I wish I had read reviews before purchasing because all they sell is shitty furniture that arrives to your house in shitty shape. I rejected my damaged sofa when it arrived and I heard nothing from them about re delivery for over a week until I decided to call them to see what was going on with my order. I tried to cancel my order but they would not let me without charging me, even though stated on Ashleyfurniture.com you CAN cancel an order before it is delivered. I am so frustrated with Ashley at this point that I do not even want to have any product of theirs in my home. I chose a cheaper sofa because I only plan to use it for a couple of years, and shame on me. Cheap is an understatement when it comes to quality. It arrived with torn fabric on the backing, where a staple had pushed through. Stuffing was also coming out of some of the corners of the the cushions because of how crappy it is sewn together. I fear when the second attempt at delivery arrives, it will have the same problems and I do not care if they have to deliver 10 sofas to my house in order to get one that is in brand-new condition. I went back to the store to look at it again, and even though they don't have the model I ordered, they have the sectional on display and I can tell you that it is a horribly made piece of furniture that I doubt will even last for the few years I plan to use it. I will be advising anyone thinking about purchasing from Ashley to beware of quality issues and read their return policy first, which by the way is basically none, once you have paid them it's too late. These people are crooks. I don't know how they can stay in business when all they do is deliver broken and damaged items and then don't care about customer service when you contact them about it. STAY AWAY read more

Meant to put this in here 1 year ago. I ordered a dresser through ashley. First they give me the complete wrong dresser. Second they came 3 hours earlier than they said the would so, delivered my dresser and just left it on front of my apt door for it to basically get stolen... dresser is not best quality in first place it's cork board not real wood. read more

Called today as delivery date to Whse. Due today. Information now updated to arrive January 2nd. Per Donna at purchasing store. Knowing Ashley excepts preorders I'm concerned about timely fulfillment of my three and a half month old order. Yes, paid in full September 5th, 2020. Merry Christmas and a Happy New Year. read more

DO NOT SHOP FROM ASHLEY. Just wanted to reiterate that, 2 years later, this was still the worst shopping experience we ever received. Having read other individuals reviews, I was not alone in the BS that Ashley pulled. I've done 16 reviews on Yelp: 1 three star and the rest four or five - Ashley is the only one star for a solid reason of waiting 3+ months for furniture. I had reached out to the Ashley representative who commented on my previous review way back when, who told me that in the signing contract for furniture, there is no guaranteed delivery date. This is true. I reviewed it. That tells me this is a huge scam as they took our money and were then permitted to deliver at their leisure which was over 3 months later. This was also after I left a 1 star review, called corporate, complained to the store manager, and even went into the store. I believe talking LOUDLY in the store about the completely unreasonable service was the only means to get a response. But ALSO: when I complained loudly, the manager decided to look to see when our 3 month late furniture would arrive, only to inform that it had been discontinued. We would only be able to receive a refund, or pick a new set... after 3 months. They still had the floor model out, and so we were then offered this set instead, without a reduction in price despite it not truly being new and having been on the floor this entire time. Please, for the sake of you blood pressure and avoiding a traumatic shopping experience, never come here. Spend the extra $500 anywhere else for better service and furniture. P.S. the two outlets on the side tables died within the first month, but we knew better than to try complaining. DO. NOT. GO. HERE. read more

Spent an hour in there picking out a recliner to buy. Went to buy it but they won't let you take it with you. They want you to pay to have it delivered. I knew better than to go back here anyway! Bought crap furniture here before with a Warranty they won't honor! read more

I am not sure what has been worse the quality of the furniture or the customer service! I had my sofa for less than a year when the frame and springs began to break. The foam cushions are breaking down and the fabric has pulls and piling way more than any normal wear should produce especially in less than a year. I have been given the run around in customer service for 6 weeks and still no appointment for their service personnel to come fix my couch. Today they called and said that since I am calling past the 1 year warranty they can no longer help me which is not the case! I called 6 weeks ago still under warranty. My frustration and disappointment in my purchase and experience has led me to leave a review which I normally don't do. I wouldn't recommend Ashley Furniture to anyone and I definitely wish I would have purchased elsewhere My inquiry was "escalated" for attention over a month ago read more

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I am beyond frustrated with this company. You can never reach customer service and when you finally do, they put you on hold forever and then don't have a resolution for your problem. My bill has yet to be credited for an item that was returned at time of delivery and the salesman Rob in Lexington KY stated he would handle this weeks ago. I guess once you've bought something it's on to the next customer and we fall by the wayside. Never again will I give them my business. read more

I Purchased a platform bed and dresser on Jan. 25th, 2023 and it was delivered on Feb. 1,, 2023. When I received the furniture, the drawers to both bed and dresser was defected. The service technician and myself called and spoke to (Janie) customer service, immediately to get replacement parts. I received confirmation on Feb. 3rd that the order was placed and to call when replacement parts are delivered to my house within 1-2 wks. I called on Feb. 21st to check the status of order and (Andel) informed me it would arrive within 24-48hours. A few days later I received half of the order, so I called back to inform customer service that I only received half the order. I was then informed that the service tech was going to bring the other half of the order when they came to install the replacement parts in another 24-48hours. So I waited the time and had to call back on Feb 27th, because I still had not received a phone call from a tech. I spoke to (Micha) and was told a tech will reach out to me by end of the day. Still no call. So I called back on Feb. 28th and spoke to (April) and she was very helpful in making sure they had the correct information and order numbers. She told me that she was going to check out everything and provided me with another order number to the replacement part that was suppose to be delivered to my house. She said that the other half of my order wouldn't be in until mid March and to call back when the order arrived so a technician could come out and install the parts. I received the replacement parts on March 6th, and called back that day to inform them of the order arrival and to schedule a tech visit. Customer service said that I will be receiving a call from a tech in 4-5 days. This morning, I called back to check the status of the technician and was told by customer service that a tech will be calling me today or Monday to schedule a time to come out. So as of today March 10th 2023, I still have not been able to use my bed or dresser that I purchased over a month ago and I still have not heard from a technician. Needless to say, I'm not a happy customer at this moment. June 1st, 2023 UPDATE: As of today, June 1st, 2023 I am STILL dealing with the same issues I had since Feb. 1st, 2023. So ANOTHER service tech was sent to my house on May 4th, 2023 to try and resolve the issue but was unsuccessful, again. The tech said he was going to put another service order in for him to have more time to try and fix it. AGAIN, I was told someone would reach out to me in 24-hours but I have not heard from anyone since then. I've been sending emails and calling since then and still NO RESPONSE. So fast forward to today, I called customer care back again and was told by a guy name (Chris) that the repair service order was closed and he was going to re-open it and someone will reach out to me tomorrow to set up another service visit. At this point, I am so frustrated and feel that this issue needs to be escalated to higher management or a legal team that can resolve it. read more

Worst furniture experience in my life so far! The sales experience was smooth and fluid. Delivery was scheduled as expected. Delivery was a joke! The couch was dropped from the truck to the ground, it was stained, ripped in two places, and broke inside due to the drop. Here's the worst part...I purchased the extended protection plan when buying. I called to report the damage and poor delivery. I was literally routed to multiple people, and I had to call back four times before someone finally scheduled a repair technician to come out. I then complained back to the store and sales ended up putting in a replacement order. All in all, it took 8 weeks to finally get the issues resolved! Ashley literally has the worst customer service I've every dealt with for any company. I will never buy furniture from Ashley again. read more

A good looking store, with quasi decent furniture....too bad their shipping department is from the pits of hell. Expect, zero customer service from that garbage pile known as shipping. Your salesman knows this because if you try calling them about issues with shipping they will immediately turn you back to said garbage pile of a shipping department. read more

If I could give Ashley Furniture negative stars, I would. I cannot stress this enough: DO. NOT. SHOP. HERE. Not specifically THIS Ashley HomeStore, but ANY. The people in this particular store were nice. But they work for a TRASH company. Join me on my furniture journey, won't you? My husband and I purchased a full living room set (2 end tables, a coffee table, a sofa table, two couches and a swivel chair) on March 29. Upon purchase, we were told that our items would arrive in the warehouse in 9-11 weeks because of Covid-related delays. We understood that and we were good with the 9-11 weeks. This means our furniture should have arrived between May 31 and June 14. We were moving in May and sold our current living room set in order to avoid moving a bunch of furniture just to move it again a few weeks later when our new furniture arrived to the new house. BOY WAS THAT A MISTAKE. On May 13 I texted the customer service number just to see if everything was progressing on time and was informed that our furniture had been pushed back to 6/15 (this is the end of the 9-11 week window). On 6/2 I texted the customer service number again to make sure the warehouse delivery was still scheduled for 6/15. I was then informed it was delayed until 7/6 (14 weeks). On 6/25 I checked in again. My furniture was delayed again until 7/20 (16 weeks). When I complained, Ashley offered me a whopping 5% off my order. My furniture was finally delivered on 7/27 and the delivery crew was reckless with the truck and ran into part of my house. There was no damage, but had they been paying better attention and going a little slower, it wouldn't have happened at all. You might be thinking, "Oh, her furniture finally arrived... surely we are about done!" You'd be wrong. When I finally got to sit in the swivel chair, I realized it was broken. There is a bar in the back of the chair that pokes into the fabric of the chair and will certainly rip through at some point in the future. Being proactive, I messaged Ashley immediately and was told to contact them again the next day because as my order was "on manifest" for that day, there wasn't anything they could do. I contacted them again the next day and received a service order and the promise that someone would call me when a service tech could make a visit. On Monday, August 2nd I reached out again to see when I would receive a phone call and they said "It looks like you should be receiving a call today or tomorrow!" Super! By Friday I still hadn't heard anything, so I reached out again and was simply told "I just provide you with the information I see on my end". I was finally tired of being met with constant incompetence from Ashley, so I started having my husband deal with it. He called customer service on Tuesday, August 17 (after we STILL hadn't received a call regarding a technician coming to fix our chair) and was told that someone WOULD call us by the 20th (Friday). As you can imagine, no one contacted us by the 20th. On Monday, August 30, I finally received a call from Fast Furniture Repair telling me there would be a tech in the area on 9/3 and to call and schedule an appointment. So we called and they said someone would either be out between 11-3 or 1-5, and we would get a call or text from them later that week. I got a text on Wednesday (yesterday) saying a tech would be out between 1-5. But then I got text from SAW Enterprises regarding my Ashley furniture service request and asking me to schedule an appointment. So my husband called Ashley today to figure out why I was getting contacted by two people who were trying to fix our furniture. He was told that Fast Furniture Repair had called off our service call because we are not in the service area, and then our case was sent to SAW. So now we are waiting for a new chair instead of a repairman and we were told it would be 4-6 weeks. Remember what happened when we were told 9-11 weeks for the rest of the furniture? Obviously I don't actually expect the chair before Christmas. It has been TWENTY TWO WEEKS and we still are not done dealing with Ashley, and there is no telling when this will be over. What I can GUARANTEE is that I will never set foot in an Ashley Furniture again, nor will I ever purchase any piece of furniture manufactured by them. I will also go out of my way to ensure that none of my family or friends ever shops at the joke of a company that calls themselves Ashley Furniture. read more

Worst furniture store customer service is horrible. First my furniture took 3 months to arrive and when it did the delivery drivers sent me a text message stating that the furniture was going to be delivered in 10 mins which I never got a call or set up a delivery day with anyone and then not only that they left my furniture outside stating that's what they do now. And to top it all the delivery drivers had a minor "14 year old" sign that she had received the furniture. When I call they give you the run around supervisors are rude and disrespectful. read more

Update: It's been 17 weeks since we ordered our furniture. And we still haven't received our footboard/rails to our headboard and mattress we ordered from this place. They gave us a temporary bed frame, one of those metal ones- but it doesn't have any support in the middle. The mattress falls right through. We haven't been able to sleep in our bed for 17 WEEKS yall. read more

I've been waiting over a year for my replacement couch and recliner (after the first one they sent was completely different from the one I picked out) Horrible customer service and no one has reached out to me about my order. I'm the one calling, waiting on hold till someone decides to answer and then being told 4 more weeks. This has been going on for over a year. read more

On a whim, we decided to stop by Ashley's in Lexington to "just look" at new furniture for our family room. Aaron met us at the door and greeted us as we had anticipated. To our surprise, Aaron wasn't the typical sales person that pushed and wanted to follow us around. He explained the specials and suggested we browse and let him know if we had questions. We did just that. We found something. Aaron recognizes our interest and told us about the items and suggested some highlights. He anticipated our question about price and had already figured up the options. We settled on price and placed the order. Thanks to Aaron for his professionalism. We enjoyed the experience. Really! Ask for Aaron if you go in. read more

If I could rate this lower than a 1, I would. I ordered quite a few pieces of furniture at the end of October and I was told all but 2 pieces would be delivered in two weeks. I don't have enough room here to write about all the issues I've had with this order. I've had deliveries scheduled and no one shows up. NONE of the delivery dates I've been given were accurate. I was told items were in stock for my order and then they disappear. Their inventory system is horrible. Their internal ability to communicate is absent. There's no communication with me unless I continually call customer service (and wait on hold for 20-30 minutes) or stop at the store. I was given the email for the district manager and he never responded. I am canceling the rest of my order and returning the bedroom set that they can't complete. I will never order from Ashley Furniture ever again!! read more

First time I have ever complained on a site like this. Bought a new sectional and coffee table. First delivery was in December, it's now February. Two parts of my sectional and the coffee table arrived stained/damaged. Store has been quick to schedule replacement pieces but I'm at the 6th visit in two months after today to get the same three pieces right. Didn't complain until after the 5th visit with damaged items. Each time the pieces repeatedly arrive stained/damaged/flawed, or part of the order has been missing. The entire experience has been ridiculous, and I have very detailed communication with the store and BBB, along with pics to back up my issues. The quality of the items I have received/continue to receive has been subpar, to say the very least. Extremely disappointing, as I was excited to receive my new furniture. read more

Horrible these people are the worst. I bought a warranty and the warranty team will not honor it and the accident happened 8 hours prior. The management nor home office will help. I'm going to have to hire an attorney all because they are such pathetic crooks they won't even honor the contract of cleaning my furniture when needed. Worst people on earth. STAY AWAY!! They lie, cheat, and steal and do not honor contracts. I've contacted the Attorney General as well, they are looking into it since they will not honor a signed contract. They need shut down nationwide. I'm a Yelper, I don't leave bad reviews so if I do you know it is extremely bad. Bernie Madoff is more honest than Ashley furniture. I trust him more than them-that's truly how low life these people are-even with a contract. I shouldn't have to sue to have it honored. They bank on the fact most won't-that's why they are dishonest charlatans! Stay far away. Friends don't let anyone shop at Ashley! Horrible soukess. Update-I called corporate 3 times today, no response no call back(called the place that left the stock answer response). Notice there is nowhere to message or respond to the fake "escalation team." I have now contacted the Federal Trade Commission, The better business bureau, and the CFPB. Also my attorney is working with the Attorney General and yes it is highly illegal not to honor a warranty. Stick it to these people! Even the FTC had heard about them and said the complaint cannot continue like this nationwide. I'm pretty big on Social Media too, over 19k followers so I'm going to make them go viral too. So sad big corporations in this day and age still think they can stick it to the little guy. All of this over a simple $100 cleaning. Wow. Chasing dimes over millions of dollars in lost revenue by the time This is through. Everyone reading this call the FTC, BBB, and CFPB as well plus the Attorney General. STAY AWAY! Snake oil salesmen and when the government steps in they will be going away soon. I'm sure the fake escalation team will either not respond again or nothing will be taken care of. That's the trend so Update #4 They responded 3 weeks later and was very sarcastic and laughed when I said I called the Attorney General. Sharon Harris response was "Mr Spencer(owner) has plenty of money and we are not worried about 1 customer and their couch! We sell plenty!" Disgusting and this is how they treat customers after the fact. Stay as far away as possible. The rich screwing over the poor once again. read more

The worst customer service I have ever experienced! I would first tell anyone to not purchase from you but if they must buy from Ashley, order on-line - DO NOT PURCHASE IN-STORE. ON-LINE ORDERS APPEAR TO BE PROCESSED FIRST. WHY WOULD THAT BE.....ASHLEY DOES NOT CHARGE CREDIT CARD FOR ON-LINE SHIPMENTS UNTIL IT SHIPS. When purchased in-store, they get their money immediately so why would you care when you get your product. We ordered and paid for multiple pieces (dining table, 6 dining chairs, server, 3 barstools, sofa bed, office desk, office chair, queen bed, 2 nightstands, dresser) in Lexington, KY 11/29/19. At that time, we were told all pieces would be delivered by 12/12/19 and 12/20/19. Nothing came 12/12/19. We made several phone calls to the store and was told nothing would make it in until after Christmas. However, after several heated discussions with store manager Jimmy, 12/20/19 we received a dining table, chairs, barstools, and dresser (dresser was broken). Since that delivery, we've made several calls to the store requesting ETA on all other pieces. Our sofa bed, queen bed, and replacement for broken dresser was delivered 01/22/2020. We were then told the office desk and chair would be delivered 01/28/2020 and the nightstands sometime in February. As of today (01/29/2020) we are still waiting for a desk, chair, and two nightstands. However, we got on their website last night and discovered if we ordered all missing pieces last night, they would be delivered this Friday 01/31/2020. Very interesting, I can order online and receive faster than having the store order for me. Also, we now realized the server doors are not latching at the top. read more

DON'T BUY FROM THEM we were scammed by Ashley's. We bought a bedroom from them and the footboard was damaged. We also bought a table and six chairs and when it arrived it was actually small for the room. I told the delivery guy we didn't want it he said they can't take it back and if we called Ashley's within 72 hours they'd take it back and offer a reselect. I did call within 2 hours and asked for a reselection on the overpriced furniture but the customer service were not helpful at all stating a 'no return policy ' (which was not written anywhere, and they were not clear about). The irony is the contract we signed and their website has a 72 hour Happinesses Guarantee with 1 time reselect. I called the next day, the customer service were not helpful again and and talked to the supervisor. After talking to her about the size of the table she also kept stating the same stupid policy line, which they should teach to their drivers rather than customers. In the end she asked me for pictures of the table which we sent hoping they'll review it for a reselect (we actually wanted to get a more expensive piece of furniture). Later that day received a call that our request was not approved. Thanks for nothing Ashley We just moved to Lexington and were planning on buying the rest of our furniture from Ashley's, however they just lost a customer Happiness guarantee? I call BS Customer service sucks Delivery service had lack of transparency and would lie to avoid doing some work. UPDATE: Only after putting this review we received a call from Ashley's escalation team and they agreed to let us reselect a dining set. We went to the store and the salesperson Pam was nice. I'll be waiting for the replacement to arrive to edit the 1 star. I feel this could've been taken care of by the customer service. read more

Wanted to give an update now that we have our furniture... Delivery went really great. They arrived on time (calling once they left the previous delivery to inform us they were in route), were professional and efficient while they worked, but also made it clear that their main goal was to not leave before we were completely satisfied with the items and their placement in the room. The man in charge offered many times to move the items to a new locations or even a few inches left or right if we had changed our minds, and we assured him that we could move it later if so, not wanting to delay their workday, but he continued to encourage us to take another look to be sure. It was clear that their main priority was our happiness with the delivery and the furniture and that they were there to take care of the heavy lifting. Before leaving the man in charge reviewed the delivery with us and asked us to once again inspect the furniture and placement before giving our signature for approval. Additionally, before leaving he called his contact at the warehouse on speaker, who we found to be equally invested in our satisfaction, asking us for honest feedback and confirming our approval once more before he authorized them to leave for their next delivery. Overall, we had a really great experience and would highly recommend this Ashley store, the people who helped us, and the furniture we received. Compared to the previous furniture we purchased at Lexington Overstock for roughly the same price, we have been very impressed by the difference in quality and durability over what we replaced. Of course, I can't speak for their entire stock, but I can definitely say that what we purchased made very evident to us just how unsatisfied we were with the furniture we replaced. In retrospect, I think it is obvious that we benefited from being able to shop at our own pace in a spacious showroom with thoughtful presentation. The ability to closely inspect as well as visualize the items in a space similar to the displays is something I underestimated, as well as the impact of having people helping you whose priority is not to have you make a purchase, it is to make sure you are completely satisfied with the purchases you make. So all this to say - I was very impressed. I hope this helps you make an informed decision on where to shop for your next piece of furniture and, if you shop here, I hope your experience is as fantastic as ours! read more

I ordered a sofa, loveseat and chair from the Ashely store in Florence, KY. Only issue was that no one let me know the furniture had arrived. I picked up the furniture. It is okay, but not the quality of the one in the showroom. I live closer to the Lexington, KY store, so I decided I would order the rest of my furniture for my new house from them. My salesman was very nice, and helpful. When I picked out my items I had him check to make sure they would be in in time for my move to a new house in 7 weeks. He assured my 3 times during my visit that day that everything I had picked out except for 1 item was in stock and was available and would be in the local warehouse (in Louisville) before I needed it. He even made a big deal about how they would hold it free of charge until I was ready in case the closing on the house was delayed. My move in date was 1/8/2020. Today is 1/29/2020 and I still have no furniture. They have moved the delivery date 4 times. I took off work for the day they confirmed with me it would be delivered, when I called them to get an update, they were very rude and stated "ummphh, you stuff wont even be in until February 11th" I have tried to get some sort of resolution, but they don't care. Customer service once the sale is made is horrible to say the least. I did go in store to try to speak with someone, no one would talk to me, my salesman would not even come talk to me. No one has said, I'm sorry, or here let me look and see what is going on. I did get a FB message from someone named Andy stating he would send my issue to the escalation team, which I realize is fake and another way to distract and prolong providing the items that I paid for 2 months ago. I have asked for a refund, they will not give me and answer. Basically they have my $3600 and I am just supposed to sit back and they will deliver it when they deliver it, whether that is 2-6 months after I have paid in full, they don't care. There really needs to be a class action lawsuit, so many people have been taken advantage of by this company. read more