I purchased Durapella slate gray sectional from Ashley in February 2025, delivered in March 2025(purchase price 4K) I was told DuraPella was guaranteed to be indestructible. The sales associated took his car key multiple times to the couch to demonstrate the durability. On July 4 we discovered a small area on the side of the couch where the gray material was peeling off the couch. I put in a claim and have been denied, stating they do not cover "cuts", the damage appears to be accidental rather than a defect. I am not sure how peeling material would be accidental damage. I will never purchase from Ashley again, I would recommend Bobs Furniture over Ashley. Ashley does not stand behind the products, their customer service is just awful. Bob's definitely stands behind their products. Allison W. Cleveland, Ohio read more

Please do yourself a favor and do not buy furniture from Ashley Home Store. I purchased a bedroom set, a sofa and a love seat in July and it was delivered in august. The dresser came with uneven drawers. They sent a tech out to fix it but it could not be fixed because the drawers themselves were cut wrong. I was told a new dresser would be sent and everything would be fine with this new one. They have sent me 3 dressers and they all have this problem. So they said they'll send out just new drawers... they are the wrong ones. Now I have to wait for new drawers to be sent in their place and schedule a tech to come install them. Also the knobs keep falling off. I can not have that happening I'm my 2 year old daughters room. She still puts stuff in her mouth. What if she chokes?! Now on to the sofas. They keep ripping at the seams. The cushions are flattening as are the throw pillows. Ashley home store has sent me replacement cushions but they also keep ripping and flattening. I took pictures of all the cushions and pillows and sent them to Ashley home store and was told this is "normal wear and tear". Are you kidding me?! It has only been 7 months. Actually less because the cushions were last replaced in December. The dust cover on the loveseat is also detaching from the underneath of the couch. I was sent a new dust cover and had to schedule for the tech to come staple it back onto the couch. I asked if they could just come pick up all of the furniture and refund me because I am SO UNHAPPY. And was told nope. I cannot return anything after I sign for it. They have given me money off of the bill but in my opinion it is not enough. We spent a lot of money at this furniture store and I expect longevity out of the pieces we purchase read more

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BEWARE - DO NOT BUY FROM THIS STORE!! I would not recommend shopping here if you want a smooth process to buy furniture. I went to the store to buy my daughter's "big girl" bedroom set and have run into issue after issue. 1. I was told I didn't need a foundation for the bed so I purchased slats - this was incorrect which I found out at delivery 2. The delivery men had a box for queen railing but there was a quality control issue and it was actually full size railings that were installed 3. The store delivered a box spring after talking to multiple people at customer service and the store to resolve the slat vs foundation issue - it was not low profile as discussed but standard. This is where we found out about the wrong size installed. Now we have to wait another week to get the correct parts after waiting a month for the initial order. Worst experience buying furniture ever!!! read more

Salesperson uncertain of anything when it came to delivery. I lost time from work waiting for a delivery that never happened. The assistant manager went out of his way to make things right. Their delivery tracking service is horrible read more

We needed to furnish our 100 year old mother's new assisted living apartment. Jodi Young was fantastic! He knew the inventory well, took us directly to the furniture we needed and even carried some furniture to ensure a match. He was delightful; made our experience warm and welcoming and we look forward to receiving our purchases. read more

Waited 4 months for a sofa that could not be delivered because it did not fit through the door after two representatives confirmed the measurements and said that it would. There was no customer service, in the end I had just given them a 4 month interest free loan, absolutely nothing was done to make it right. Don't waste your time. read more

My husband and I recently visited this location as we were looking for bunkbeds for our grandchildren. Will Calhoun helped us out tremendously! He was knowledgeable and very patient with us throughout the entire process. I have to say the the Customer Service and attention to detail to make sure customers are happy are well worth a return visit. Upon delivery and set up, I discovered that there was an issue with the ladder to the bunk bed. I called Will C. immediately and he got the process started to correct the issue. Connie P - Lyndhurst OH read more

I ordered a sofa at this store. Before delivery, I called the store to voice concern that they might not be able to fit it through the narrow doorways and up the stairs of the 140 year old house I live in. The customer service rep assured me that the men were experienced and would be able to get the sofa through. No warning about being charged for delivery anyway, if they couldn't. On delivery day, sure enough, they couldn't even get the sofa through the front door. To top it off, the head delivery guy had an attitude. In his angry haste to depart, he knocked one of my plants off its stand on the way out. I also pointed out to them that they had gotten mud on one corner of the sofa (pale blue material). They had apparently let the sofa drag on the ground. A few weeks later, I was contacted by customer service to tell me that if I didn't use my "credit" of buying another piece of furniture, I would still be liable for the $99 delivery charge for the sofa that they couldn't get in. After a lot of haggling, they agreed to reduce the charge to $50. So I am to pay $50 for furniture that I never received. No one told me this in advance and they should have when I called to express my concern that the sofa wouldn't fit. Not to mention the bad attitude, knocking my plant down and the mud on the sofa corner! I will never shop at this store again. read more

Run as fast and as far away from this company as you can. Set aside the fact that my furniture arrived 6 months after I ordered it due to COVID, the quality is absolute junk!! All of it.....JUNK! They claim that everything is made here in the U.S., but that's just not factual. Most of it is made in Taiwan, at least that's what the tags show. Additionally, it was all delivered in dribs and drabs, and some of the pieces were damaged, which they did replace, months later!! All in all, HORRIBLE experience! I feel sorry for the people who work there and have to listen to all the complaints. I will NEVER shop here again. JUNK JUNK JUNK JUNK JUNK!!! read more

Ordered a sectional on June 1st and set up a delivery date for July 18th... Then, four days before it was supposed to be delivered, I received a call that my delivery was delayed until at LEAST the end of October since they did not have the materials to make it. I understand that COVID has made things more difficult to manufacture but what I don't understand is why I received a call the same week of my delivery to hear about this. I work for a manufacturing company and know that things can sometimes go a little longer than planned but how do you not know you don't have the materials available to MAKE the furniture until a few days before delivery?! That same day, I went into Ashley HomeStore on Mayfield Rd. and explained the situation.. I was given the option of ordering something else that may come sooner, seeing that I just moved and have had no where to sit for months.... The manager Heather was super nice and helpful and offered me ~40-45% off of a different section and waived the delivery fee. Seeing that I was inlove with my original selection, I let her know I needed time to make a decision... THANK GOD I did because the retail prices in store are almost DOUBLE their website price! I went in today to see if they could match it and they said that if they do, no discount will be applied... I don't understand the purpose of offering a discounted price for my trouble if the online price without the discount is the same! I have been trying to get my money back for my original order with no luck! In store, I was told to call the main customer service line since a refund in store would result in a 12% restocking fee.. FOR WHAT??? The sectional hasn't even been manufactured yet! The materials for it are not even in! I called customer service and they said they couldn't answer any of my questions and to call the store for a refund... after the store told me to call customer service???.. All my family and friends have furnitures their homes with Ashley and there's always some sort of problem... Never again. read more

If I could give 0 stars I would. The store itself is ok. The company as a whole is a joke. I am an unlikely to ever purchase from them again. Ordered a couch in August and have been repeatedly lied to by the company about when I will get it. I actually at one point received a scheduling call to be told oops we were wrong you aren't getting your couch yet. Now it has been almost 7 months and I still don't have my couch. I understand covid put things on hold but to be lied to repeatedly is unacceptable and terrible customer service. Find a better place to go for your furniture because Ashley will only lie to you. read more

The Staff at Ashley Home Store in Mayfield Hts are terrific !! Very helpful and the store is decorated gorgeous -so it is easy to look at a variety of furniture!!! Also, their accessories are really nice too!! I highly recommend shopping at this store!! read more

Horrible experience with delivery. Sales person lied about delivery date. Had to call customer service 5 time to get the date resolved. When my table and chairs got delivered chairs was unsteady and the two deliver guys could not fix them. I will never shop there again! read more

Zero Stars! If you're looking to get new furniture I'm telling you now go anywhere else BESIDES Ashleyhomestore I can't even begin to wrap my brain around how they are still in business with the crap customer service and the MULTIPLE issues we had with our orders. When My husband re-enlisted we thought we should treat ourselves to a new bedroom set. ISSUE #1:First I get a vanity delivered that was defective. ISSUE #2:Then the sales associate ordered the wrong nightstands and we didn't find that out until we were confirming our delivery. So they canceled that and ordered the correct ones which would be delivered June 6th. ISSUE #3:Delivery day (May 27) comes and the dressers go in great. But we decided to go all out and buy the tempur-pedic mattress and adjustable base. The guys unload it and say that they want to plug it up outside to make sure everything is good to go before we take it upstairs...it's broken. So they said they had to leave the broken base and that the warehouse would fix it or exchange it quickly that was 8:30pm May 27th....I STILL HAVE THE BROKEN BASE just chilling in our house. They didn't have anymore time to finish our delivery so they put the mattress on the floor and said they will re-deliver the headboard, rails and footboard with the base. ISSUE #4:We find out they actually brought a queen size base and not the king size it was supposed to be. ISSUE#5: we got 2 free tempur-pedic pillow with our mattress and on delivery day they brought the wrong size... then tried to re-deliver THE SAME PILLOWS last week!!! Like REALLY?!? I knew they were the ones we sent back because they were in a box and after they ripped the box they were just wrapped in plastic ....do you think I'm done??? Oh I'm not, which bring us to today ISSUE #6: I get a call to confirm the delivery of the base for June 11th and I wanted to triple check that EVERYTHING that we were still missing was coming thursday....can you take a guess where this is going?? The headboard and footboard isn't on the delivery list. So a customer service "manager" calls me and I really wish I would've remembered her name. Because she said the soonest the headboard could be delivered is June 27. I'm already so upset so I ask her where the base they were "supposedly" holding at the warehouse went??? It conveniently got damaged in transport after she could tell I was aggravated. So I'm calling her out for lying to me. After that dilemma i call shayne about to cry because I'm so mad. What kills me is they thought a $200 showroom gift card was enough compensation for all of this mess! I could honestly keep going on this post but this is me giving you the main details to try to keep it short. I don't wanna spend anymore money there because i can't trust to get good quality furniture when it's supposed to be delivered or to get speedy customer service when they mess up. I'm telling you it's not worth the headache take your money elsewhere before you regret it like we do now. read more

10/10 would recommend walking in and asking for Theodore. He was THE BEST. He spent so much time with us making sure we were happy with everything we were purchasing. He's personable, funny and extremely knowledgeable. Ashley furniture gained future customers because we found Theodore. read more

I went Ashley Home Store, Mayfield Heights location this past Friday. I went there to purchase a bedroom set I'd saw online but ended up purchasing an even better one while in the store. Dasha, a Manager there went above & beyond in answering my questions on the furniture I wanted, as well as showing me around the store. She was exceptionally courteous, professional & welcoming! Thank you so much Dasha!! She deserves some sort of concession & or accolade for her service provided. I'm looking forward to my new bed to be delivered... I will definitely be back to purchase more home furnishings! read more

My experience with Ashley could not have gone worse. We purchased a bedroom set, dining set and mattress set. Four deliveries later, we still do not have everything we ordered. We have had a dining room table delivered 4 times and each time each side of the table was completely different from the other. Grain was completely different on each side. Even deliverymen could not believe what they were seeing 4 DIFFERENT TIMES. Strange that the floor model in Mayfield Hts and Mentor were both perfect. In addition, bedroom set took 3 times to get it right with chips, scratches and marks on each piece. Finally they got that right on trip three, although the deliverymen had to touch up some pieces with a marker. We are still waiting on a cocktail table and end table and the dining table replacement. One of the dining chairs had a huge black mark on it so we sent it back. The next delivery they sent the exact same chair. We are beyond frustrated as this has been going on since the beginning of June. We have told them please inspect furniture before delivering it. Obviously this is not happening. We have now had 4 different days ruined waiting for them to deliver furniture that went right back into the truck. We are not happy at all to say the least. Not sure at this point how they can make this right. read more