An update: On Jan 8 my furniture was PARTIALLY delivered. The delivery guys pointed out severe damage on my night stand. They took it back and told me that within 7 days, a new one would be delivered. Today is the 7th day, so I called, but the delivery will not take place for another 7 days- Jan 22. So I call the store to see if they have any in stock that I can pick up today. I called over the course of two hours, but the phone rings with no answer- no voice mail, just non stop ringing. I called my salesman's number he wrote down on his business card, but that number is disconnected. Finally, I got a hold of AMY again at the store, and explained my situation again, I asked her if they had any in stock at the store. She told me to hold on and after a few minutes, she transferred me to that damn 866 number AGAIN! As if the people in an out of state call center are going to know if that store has a night stand in stock! I called the store right back, and guess what? No answer! I am pissed. PISSED! I have had it with these people. read more

So dissatisfied with their service. Just right out lied to by sales person, customer service, managers and corporate office. When we purchased our furniture, we were told we would receive a call in a day or two to let us know our delivery date, which would be within a week. Our sales person told us that all of the items we had purchased was in stock at the warehouse. Never received a call. I finally called them 6 days later. I made the purchase on 1/18/18, Called on 1/24/18, I was told that three of the items would not be ready for delivery until 2/17/18, more than 3 weeks, and did not have a date for the other item. I then told them I wanted to cancel the whole purchased. Which at that time they told there would be a 10% restock fee, which I told them I didn't understand that since they are now telling me the items are not even in stock. I told them I expect every penny of my money back. I had been lied to several time about many things. Told me this was their policy. I tried to speak to a manager to no avail, transferred to customer care, nothing, was told that someone would call me back. no call as of yet, Nothing solved. Monies have not been put back on credit card. Will never buy from Ashley again and WILL advise everyone to do the same. Please read the more than 900 negative reviews ( wish I had). also BBB. read more

We have been waiting 3 weeks to have our furniture delivered since this was the first weekend delivery available. I let the store know (and address shows) that I live on Ft Knox. According to dispatch one of the delivery guys couldn't get through the gate due to lack of identification and one had a green card. I'm not sure what's the story, probably more like lack of a green card because the delivery guys stopped answering their phone. Now I have to wait until Monday to call back to find out when I can reschedule another delivery. We are fuming!! Very poor customer service. read more

I am so fed up!!! I ordered furniture 11/25, under the stipulation that I would have the furniture before Christmas. I was told by the sales woman that I could pick the furniture up 12/19, with the exception of the Ottoman, which was invoiced for the 28th. On the 19th I called to pick up the furniture, The representative was so rude and Unprofessional, and told me that the information I was given was basically a lie so the rep would get her commission. I've been fighting with these people, for a week the customer service is ridiculous, I've been told that there's no manager, I was told the managers busy, I was told that there's no corporate number, after calling on her bs I was finally given the number but told "good luck there closed Saturday" guess what also a lie. After finally talking to someone from the corporate number I was told I was going to get a loaner gray sofa because I have family that flew in for Christmas! After wasting my gas to go pick it up the sofa in question was a 1980s tan leather sofa that looked like someone had childbirth on it. Gross. After politely declining and reaching back out to corporate i've been told numerous times that someone Will get back to me and that no one's available. And guess what tomorrow is Christmas Eve and I still have no furniture I am so fed up with this company as soon as they open, whenever they open I'm canceling this order and I'm NOT paying any cancellation fees. I'm also reporting this nonsense to the Better Business Bureau because I'm fed up!! I will never recommend Ashley furniture to anyone ever!!! I actually wish giving 0 stars was an option!! read more

Great experience today at the Ashley HomeStore Jefferson pavilion in Louisville Kentucky. Mattress purchases can be very confusing but Jason was a tempur-pedic expert and was a great help in making our selections. We look forward to receiving our gift card and enjoying a great nights sleep! Thank you! read more

Looks like they are responding same day to reviews on here, wish I could get a same day call back for an issue that is outstanding for at least two weeks. I just want a refund people. read more

This store charged my bank account for someone another customers loan! They shared my account information, along with my checking and routing number to my bank!!! It was not until I noticed the issue that the store realized they were at fault. Immediately called to refund balance but were told that it would be 10 days until I received my refund! Then they still wanted my payment as my funds would be tied up!! I asked to speak to a manager and was not contacted for two business days. Once contacted by "corporate", the manager offered me free delivery which I declined since I planned to pick my new purchase up at the store. She claimed it was a $130 value but when I declined, there was an option for an in store gift card for the amount of $75. Now some may say cut the losses but here is what this headache has now caused: I have had to change banks as the thought of my account info being shared with reckless abandon did not sit well for future business. I have had to set up all new auto debts for bills insurance and school loans. I have had to set up new direct deposits And lastly I had to drive 130 miles round trip just to get the extra money for my payment on the couch. All this and I was offered 75 dollars to spend in the store....while still giving almost a 100 for my payment. I am dumbfounded how these people are still in business. No customer service! No sense of urgency! They will share your personal information!!!!! You Ashely furniture have lost a client for life! Update:After trying to return customer services call for almost two weeks I decided this store is not worthy of my business. They shared my personal banking information social security number and charged my account TO ANOTHER PERSON then demanded I pay the same amount to begin my account in their system. After I spoke with a manager I was offered 75 dollars in store credit and was insulted by the professional nature this manager carried herself. After my review I was contacted six times in the middle of the day and left a voicemail on how to return the call. I tried. 18 diffeeent times and ways. I emailed this representive, I called multiple times and left many messages on how to be reached. Finally after no resolution and still no call back or email I decided to take my business elsewhere. I suggest you do the same!!!! read more

Absolutely the worst customer service I have ever experienced!!!. My wife and I bought a living room and bedroom suite Memorial weekend and was told AFTER the purchase that the furniture would not delivered until June 19th. Delivery date finally arrives and delivery folks show up with everything but the new mattress and box springs and half of the bedroom furniture was damaged. The delivery guys say they didn't see the mattress and box springs sitting there therefore it wasn't loaded even though it was clearly stated to have the mattress and box springs on the delivery ticket. Any sane person would expect that the problem would be fixed that day even if another trip was needed but NO we were told we would have to reschedule delivery. So, my wife calls the Louisville store and is immediately transferred to a out of state call center where she was treated like she was bothering the person she was trying to talk to and finally after being put on hold and cut off twice and recalling three times she was supposedly talking to a manager and was told that damaged furniture would be replaced and they would call the 19th and schedule delivery of it and mattress and box spring. The 19th rolls around and by 5:00 pm we have heard nothing from Ashley so my wife calls Louisville store and asks to speak to a manager and was told they were all busy. My wife proceeds to talk to whomever answered and told them the whole story and the person states that they have taken all the info and apologizes and said that they would forward the information to whoever is in charge and would call the 20th. It is now the 20th and still no call from Ashley. At this point I am strongly tempted to return everything purchased there. I would HIGHLY recommend not to spend your hard earned money there. read more

Terrible experience! I bought an entire living room suit in may of 2013.In October of 2013 the chair collapsed. It was an ascent chair and was rarely even sat in. Ashley furniture refused to repair of replace the chair. I had been a customer for over 10 yrs. They have really went down hill in the quality and service. I will no longer be purchasing from Ashley furniture. My chair is still broken with no help in site! What really hurts is that I am still paying on the broken chair. read more

We starting our lives with a new house and all new furniture. 3 bedroom sets, dining room set, sectional set, leather love seat, and leather sofa. $ 25,000 +_. It's over a year now and we still stuck with broken funiture, unfinished intallations, funiture with missing parts. It takes hours to get a hold of someone. Once I manage to get scheduled for repair, 2 guys show up and only fix a scratch on the bed frame. Nothing else was done about broken funiture and beds with missing parts, or dining chairs wobble or dressers with detached leg. Was told to call back and reschedule for another date which costing me days off from work. Exhausted, frustrated, out of vacation days, and got nothing but the "RUN AROUND ". so good luck with the purchase. Hope you have better luck then I do !!!!!! Ps. Sale man won't know you when you come back to complain. Lol read more

This place is absolutely horrible! I bought a couch 4 months ago and left it in the packaging because I had planned on moving and just hadn't got my own place yet. While unboxing the furniture, I had noticed one of my pieces to my couch was shattered. The frame was absolutely destroyed on the couch and I figured that it was okay because I had bought a warranty since I have a child and no that kids destroy things. Well come to find out that "warranty" is USELESS! It's just another way for the company to make more money. We took that part of the couch in and dropped it off so they could assess it and come to find out that "warranty" I paid for, doesn't cover frame damage...So after speaking with multiple people, and finding out that they want me to pay to fix that section of the couch along with requesting to speak to a supervisor with guest services or what not, he declined to speak with me because he had "already spoke with my mom about the situation" but funny thing is, my mom isn't even on the account. There's literally no reason he shouldn't have spoke with me about the couch I'M paying for, I finally called the store back and spoke with a manager who said he will look into things more and see why they won't fix it since I'm only 4 months into a year warranty. So all in all, they have that part of the couch in their possession, they want me to pay to fix it even though I bought a warranty, I'm still making monthly payments ON TIME, the supervisors are petty, and this company absolutely SUCKS! I fell for the whole "72 months, no interest" which is a scheme to draw you in and now I'm in this mess! Their products are cheaply made as well because I've already found 2 more manufacturer defects! I advise anyone to stay away from this company when it comes to buying furniture! read more

I ordered a recliner and sofa on Sept. 22. Shipment was supposed to be on Oct. 3. I wasn't happy with the wait, but said okay. On Oct. 3 the recliner was delivered but no sofa. The delivery man said it was backordered and would be delivered Oct. 11. On Oct. 11 we did not receive anything. Not even a phone call. I called the service center and was told the earliest I could get my sofa was Oct. 23 as other people were ahead of me. I complained that I had already been put off twice, to no response. I went into the store and asked to be given the floor model since I had no living room furniture and I had paid cash on Sept. 22. After much discussion I was given a 10% discount on the sofa and told that Oct. 19 would be the earliest the sofa could be delivered. They refused the floor model option. I had friends tell me that they got the same run around on their delivery. I told the Manager I better not be given another run-around come Oct. 19. I guess I will write another review if that happens. read more

We have had a horrible experience at Ashley Furniture. From not receiving our purchase to receiving damaged items.... Atrocious Customer service while trying to get the situation resolved. The company is basically holding our cash hostage even though they were unable to deliver our items. We have spent an excessive amount of time trying to get our money back and we are still waiting.... Do not buy from this store unless you want EXTREME FRUSTRATION AND DISAPPOINTMENT! read more

Ashley Furniture and I have had our ups and downs, but I believe in second and yes third chances. After much excitement and heartache while decorating my mother's new home which took several months and "a lot" of phone calls, her place was finally completed. She was so happy. Now you probably wonder would I be back....well here I am telling you about "my" personal experience when I decided to go back and purchase a sectional that I had looked at when shopping for my mother. I finally got the last piece to the sectional delivered today. Even though I had to wait another week for my set to be complete it was well worth it!! I have walked around my living-room adding my personal touches to my space and I couldn't be happier! Thank you Ashley Furniture and to my sales rep Vickie! read more

I found a dresser online that I wanted to see in person, so I went to the showroom. The dresser wasn't in the showroom, but I was told by both the salesman and his manager that if I didn't like it, I could return it for a refund since the item wasn't available to view in the showroom. The manager even waived the 10% restocking fee if I chose to return it. When the dresser was delivered, I asked how long I had before I needed to let them know if I wanted it or not. The delivery driver said 7 days and even called the store to confirm. Today (one day after delivery), I called to schedule pickup and refund, as I don't like the product or the quality (the back of the dresser is held on by staples!) So far, I've talked to six people and the only answer I've been given is that "we don't offer refunds." I don't understand how I have paperwork and proof of the agreement, but no one wants to honor the promise. Basically, they are stealing from me. I will absolutely never again patronize this establishment and I am still working on getting that refund. read more

If I could seriously give this company a 0 star I would. DO NOT EVER BUY THEIR WARRANTIES IT IS A JOKE. My in laws bought furniture for my husband and I for our wedding and they got the warranty that we were told covers every damage even if we did it ourselves. We haven't even had the furniture a whole year yet so we still have coverage under the first year warranty. We had someone come out and look at it on Jan 29 th. Never heard anything back about it for a month so I called. Then they told me that the table and couch were under different companies so I called both numbers. With the "company" from the table I did a lot of phone tag where they would leave me voice mails, I would call back, it would be a different person, they would tell me the same as the last person and then say I will call you back in 5 minutes until I gave up. I finally had my father in law call them recently because I hadn't heard anything back. They told him it would have to be re-serviced. They were supposed to call him back with a date. That was two weeks ago. Today I called ASHLEY to get the number for the warranty company and they told me the couch and table were covered under the same company...isn't that funny. Then I call them gave the lady my info and she told me to hold. I was put on hold for 15 minutes then the line hung up. Then I called right back and was told that they are having high call volumes and that they would call me back within 24 hrs. Didn't really think they were going to call me back and they did of course when I couldn't answer the phone. I called back maybe a half an hour later and the company said that their system is down for "routine maintenance." I seriously think that the GBS warranty is a fake. I know this is more of a slam on the warranty company than ASHLEY but if they are going to continue to offer this Bologna warranty to people then they should be ashamed of themselves. They know this is a crappy company and the GBS has 132 complaint on the BBB website. ITS A FREAKING JOKE. read more

NEVER do business with Ashley Furniture! We bought a large t.v. stand with fireplace option. The manager said it would take 2 to 3 weeks. After several phone calls we finally got an answer to what was going on. They were waiting on the fireplace insert! Because of this 5 week wait they delivered with no charge. When the furniture was delivered it was NOT in a box and was COVERED with dust because we found out later it was sitting in the warehouse with only a piece of cardboard on top of it! The fireplace insert was TOO BIG! Because of this problem we were given a $100.00 in store credit and waited another 2 weeks for the insert. I DO NOT want an in store credit. I want the $$ put back on my charge card! I have no desire to go back there and what am I going to get for $100.00 in that store? Try calling the co. and it rings 30 times or more before a recording comes on saying they are swamped with calls--to leave a message!! I'm pretty sure most calls are complaints! They seem to not know anything when asked if we paid more because the saleswoman ordered the wrong size insert and when is someone going to come out and fix the poorly put together piece of furniture?! I honestly would not even give them one star. If it went to none that is the one I would click on. read more

Very upset with Ashley Furniture right now!!!!!!! Received email stating my furniture would be delivered today between 1:30-4:30. Verified through email that that would be acceptable. Was told that driver would call 30 minutes prior to arrival. Well husband took off work to be home for delivery today. I get a phone call instead, from the Ashley Dept to set up a day and time today for delivery!! I am heated. First time purchasing from them and more then likely the last. VERY DISAPPOINTED. ALREADY WAITED OVER 2 WEEKS FOR FURNITURE!! Called back and customer service says I can't get my furniture until the 5th because of their mistake. UNACCEPTABLE.!!!!!!!!!!!!!!! Still waiting on a supervisor to call to rectify this!! A good furniture store would make amends and stick to their word and have furniture delivered the same day. even if someone has to work late!!!!! Customer service stated that it was their fault. That someone didn't schedule like they where suppose to!!! SOMEONE NEEDS TO CALL ADRIANE KELLEY TO RECTIFY THIS AT 502-529-9265.! read more