DO NOT BUY FROM THIS COMPANY. I wish i had listened to the other reviews. They are crooks. When you go to buy furniture they make all kinds of promises to get your business. I bought three bar stool/chairs and a year down there was a problem with their mechanics and one of the screws came off making the handles lose. I called them because I had signed up for the 5 year warranty on their products. Well when I called to have them repaired the warranty company denied saying they won't cover this claim. More than that I called the store to see if they could do anything and the customer service rep (who seemed to have a god complex) said they can't do anything either as they now contract with a different warranty company. Total crooks. Thank goodness I am paying off this set and will NEVER give them my business again! Please BEWARE... spend more money elsewhere, MOR, MACYS even ENNIS they all are bit pricey but they stand by their service and care about their customers. read more

I would never use this store. They don't deliver on time or follow through with what they say. When I cancelled my order after it not being delivered twice when they said it would be. They wouldn't refund my sales tax I had to pay up front unless I came into the store. I live over an hour away. The Office Manager was rude. I went through the same situation with this company 3 years ago. I thought I would give them a second chance. Big mistake. read more

We purchased a sectional February 15, 2021. We were told it would be delivered the end of March 2021. No delivery and no one called us. I called them and they said it would be delivered mid April because it was missing a part. No delivery no call. I called again and was told it would be delivered June 15. No delivery no call. I called again today and was told it would be delivered July 31. Do not go to this store. read more

DON'T SHOPE HERE! Worst place to purchase furniture. Our sales person was great, but then our furniture was delayed and the delivery date kept changing. Three months later our furniture finally arrived but missing pieces! April, office manager said they would refund the delivery fee for all our hassles & to this date it has not been done, even after numerous phones calls to them. read more

I was treated like a common criminal for wanting to pay cash today in the Kennewick store. It wasn't bad enough that the lady called me "my love" she insisted that I give her my full name, address, phone number and finally, my driver's lic. information for paying with exact change for a bucket! When I asked for my cash back because I wasn't going to continue the purchase, she doubled down on ridiculousness! I will sit on the floor before I ever purchase a stick of furniture from Ashley Furniture. Nor will I ever suggest anyone else spend their money in this business. Last I checked, we are still in fact, The USA and are run by our own currency, where cash is king. If I could give negative stars, it would be a 10! read more

A year ago we bought a sectional from Ashley furniture. We paid $2400. We have already had to have them come out to inspect this couch as it is falling apart. They replaced 2 of the cushions because the foam inside completely failed. Also the fabric on all the cushions is piling. They will not cover that because it's a fabric issue. What!? The man who came out to see the couch said that's because those are the spots we normally sit on. REALLY!!!? Yes, we sit on our couch...it's a COUCH! We have a 13 year old couch that is better shape than this horrible brand new couch from Ashley. Do not waste your money. Truly....don't do it. *****update. After posting this review I was contacted by Ashley and I worked with a woman who not only got the horrible couch replaced with a completely different couch, but gave us a credit as well. She went above and beyond. Our new couch is great! We had to spend more, but in our opinion it was money well spent and we appreciate Ashley for Taking care of us. read more

OK. So we've been shopping for bedroom sets for a long time. We've been very picky because we don't want to have to buy another one for a long time. After much research, we decided on a convertible canopy/poster bedroom set from the Millennium collection, which is supposedly their high-end collection, featuring dovetailed joints, solid wood, cedar lined drawers...blah blah blah. We initially found it on the Ashley Website and liked the way it looked but wanted to see it in person, so we went to the Ashley Furniture HomeStore. When we got there, it was set up as a poster bed. The salesman helping us offered to put the canopy up, so we obliged. It was blatantly obvious he didn't know how to assemble it as we watched him force it together before realizing he had done it wrong. Anyway, when he finally got it together, we knew we wanted it, but wanted to sleep on it (figuratively speaking). Fast forward a month. We brought a print-out of the price we could get it for from a non-Ashley retailer, which was a great deal with no tax or shipping fee (and a satisfaction guarantee). We figured an Ashley Dealer could give a better price than a non-Ashley dealer or at least match it, so we thought we'd see what they could do for us. The set was now on "floor model clearance", which the sales lady boasted was a SMOKIN' deal. When we showed her that it was still going to be way more than the other quote (which was for a brand new set- not a floor model) before adding the second nightstand (which she mistakenly said was included at first) and tax. (Note* the floor model had a nightstand and a night table, which don't match and aren't even the same height.) She said she'd take the print out to her manager and see what they could do for us. After a good 10-15 minutes, she came back and obviously had looked up the website. She told us why we shouldn't order from the website-- curbside delivery, no setup, and risking having to pay to ship it back if we received damaged merchandise (which isn't even true). Since we read the website and a good chunk of their thousands of reviews, we already knew it was curbside delivery and were okay with having to set it up if it meant saving a vast amount of money. She didn't even give us an estimate for a cash purchase, which is what she was supposed to do, so she went back to talk to her boss. The manager apparently would only give us an additional 10% off, but would only do that if we took the floor model. We did not want the floor model, as we had watched the previous salesman screw up the canopy top by forcing it together. There were also scratches all over the set and a big flaw on the nightstand. He also said that we couldn't get the 10% off on the second nightstand (since we'd have to order one to match the one floor model nightstand). However, if we took the floor model night table, we could get that 10% off. Why would we want a nightstand and a night table? They don't match and aren't even the same height. We may have contemplated purchasing the damaged floor model at an additional 20% off if we could get another nightstand to match, but it was clear the manager was greedy and didn't want to budge. Why would we pay more (especially after factoring in tax) for a beat up floor model when we can have a brand new set for one thousand dollars less? It was literally one thousand dollars less from the other retailer! This is why people don't buy locally. They could have made a little less money and made a sale, but as a result of their greed, they're not making a sale at all. Not ever. Because we won't bother coming back for any furniture ever again. I wouldn't recommend shopping here. Not unless you don't mind flushing your hard-earned money down the toilet. read more

Wont be shopping with them again! First they delivered my coffee tables without glass tops, told them take it back I need the full set. Then they delivered the second time with missing pieces again!! Over a month and still haven't received the pieces and they have no clue when it'll come in. Worst furniture store ever when waiting for your products! In store customer services was good. read more

If I could give negative stars I would, but I will have to settle for one star. We bought two bookshelves from Ashley's and were told that it will take 5-10 business days to deliver. My husband and I were given an option of a white glove delivery where someone would put the pieces together for us. Since I managed furniture stores in the past, I didn't need any help with assembling pieces and quite enjoy doing it myself. Therefore, I opted to get the furniture delivered to the house and I can assemble it myself. My first bookshelf arrived yesterday. My husband and I opened it and noticed scratches on the metal as if this piece might have been returned previously and then shipped to us. It wasn't enough to get us discouraged so we started to work on assembly. As we worked on pulling rest of the pieces out of the box, we noticed that there is a piece missing. I called the store and explained the situation. Lady I spoke to was confused about what I was telling her and thought I was inquiring about when my second bookshelf will arrive. She said that my second bookshelf is scheduled to arrive December 22nd!!! I decided not to go down that rabbit hole for a moment and repeated to her that I was inquiring about how to get the missing piece for the bookshelf I DID receive. After many minutes of complaining about her computer being slow, she finally gives me a case number and tells me that she will send a technician to my home to help with assembly and part missing. Scheduling a technician seemed to not be in the cards since her computer froze. She then advised me to call back in 5 minutes and, hopefully, computer will be working then. Since we live fairly close, my husband decided to just go over to a store and see if he can get a piece from them since they have 3 identical bookshelves in the store. When he arrived there, not only did they not give him the piece, but they couldn't even expedite shipping for a new one. It will take 4-6 weeks for it to arrive! When he asked about second bookshelf, they confirmed that it is scheduled to be delivered on December 22nd!! At this point, he just wanted to return everything and look elsewhere. But guess what?... since we opted out of in home delivery and decided to assemble ourselves, there is no returns! We were never told anything about this. Mind you, we never return things! The only reason we wanted our money back is because we don't want to be assembling furniture Christmas week ! Now we are stuck with pieces that cannot be put together for a month and will be assembling furniture on Christmas. How underwhelming and disappointing! Ashley, you can do better. You MUST do better! If you want to say in business and compete in a very saturated market, find a way to make things right for people, especially when the fault is on you. Save your money people or go somewhere else where you will be treated like you actually matter and your business is appreciated. lol read more

Very disappointed!! I am not unaware of manufacturing delays plaguing our nation in the year of COVID, but it does not excuse poor customer service. I strongly advise anyone planning to purchase from Ashley HomeStore to know you have a very long wait ahead of you. I purchased two pieces of furniture knowing the delivery was two months out. I was okay with that until the two months was up and delivery was pushed out another month. I did receive one of the two pieces in the 3rd month, but was told it would be another month before I received my other piece. When that month was up, I was notified it delivery would delayed yet another month. When that month was up, I finally went into the store to inquire about when my other piece would delivered. My order was then marked as priority and was to be delivered to the store two weeks later and I was upgraded to white glove service at no cost. Three weeks later I called the store and was told it had already arrived on or close to the date it was scheduled to arrive, but I hadn't received a call to set up delivery. When the second piece was finally delivered, I did not receive the white glove service I was promised and the delivery people were not about to provide that service because their paperwork did not indicate white glove service. I am so disappointed with this company and its service. I felt like I have been at a used cars lot and left with my pants at my ankles!!! read more

I wrote a review a few weeks ago, here is the update on that bad : they delivered my end tables and sofa table on the 12th, after checking the condition of the tables I refused the sofa table because the drawers didn't line up correctly (I know, I know they can send the tech out to adjust, but why should I get a NEW table that needs to be adjusted after delivery) so today 2-25 I received the sofa table... it looks like the same table delivered on 2-12 and the drawers STILL need to be adjusted, the tech will be here Thursday to adjust the drawers on a sofa table that I paid $275.00 for on 1-4 and had to wait almost 2 months for. I am including pictures, the 1st was taken of table delivered on 1-12, the 2nd is the table delivered today (2-25) read more

Where do I start... we had heard about how Ashley Home Store had good deals, well " you get what you pay for" ... Our couch that we spent a fortune on back in Nov is now falling apart!! I regret that I didn't review this place before spending the money, oh and their support folks are incredibly hard to get a hold of. Again DO NOT BUY FROM THIS COMPANY... take your money elsewhere read more

We bought and entire bedroom set from Ashley, and less than a year had gone by before the box spring in our bed had shifted and broke. We contacted Ashley, and they sent someone out to take pictures of the damage to determine if it was covered by the warranty. We waited for two weeks when we finally get a call back... To schedule another day to take more pictures. It's now been over two weeks since then, I've called Ashley multiple times, and all I get is "we gave the pictures to Sealy, and they determine the warranty." I understand that, but there's no communication between the companies. I had to look up Sealy's information myself since Ashley's service is no help whatsoever. To add to that, I contacted Sealy's warranty department myself after locating their information. I was told that if the product is sold by a local retailer, they do in fact, handle those warranties. When I called Ashley back, they stammered out some excuse about how they had no idea what I was talking about. Waiting on a call from their manager as we speak. read more

My husband and I bought a sectional as well as some dining room chairs in December. The service in-store was alright despite the apparent animosity between the two salespeople who continued to switch off helping us and the awkwardness of their remarks about one another. Everything was delivered as close to on time as possible given the current weather. However, the delivery truck showed up out of diesel and we live in the country about 7 miles from a gas station, they said they did not have enough to get them there. Luckily, my husband is a farmer and we have a diesel tank by our house so he gave them enough to get back. After it was brought in and set up, the sectional did not line up along the back. The men delivering it told us that was probably how it was supposed to be, but when you look and feel the back it was clearly broken. There was also a long scratch along the side where wood was close to poking through and a section where you could feel the wood had snapped. My husband showed them and they took pictures and told us we would be contacted soon to have a new couch sent and could continue to use this one until it arrived. A week later we had not heard from anyone so we called the store to check in. My husband was told that yes, they had heard we had a problem from the delivery people but it was up to us to call the 1-800 number. That would have been nice to know a week ago. My husband tried calling the 1-800 number and was told if we bought directly from the store we needed to contact them. He proceeded to call the store again and explained this and his frustration and wanted to correct this or have the furniture returned. He also let the person know he felt this was something his salesperson needed to handle and was then asked if he would like to set up a pick up date or again call the 1-800 number. Clearly they were not interested in any way to resolve the issue. This was not even damage done at our home, it was delivered this way- clearly their responsibility. When he finally got through to someone, he was told they would send the section of the couch that is broken and the couch we have needs to be in "show room condition" in order to be returned. The couch is broken, no, it is not in "show room condition". Also there was to be no pet hair or odor, we have 4 dogs and kids. While I'm sure the couch has not been damaged any further by my family, I cannot guarantee it has no pet hair anywhere. The delivery men knew we had pets, knew the couch was broken and was to be replaced and told us to use it as normal until the new one arrived. Either way, I don't know why they'd plan on selling broken section of the couch to anyone else. As a customer, I would hope I'm not paying Ashely's Furniture $2000+ for a "gently used- previously broken" couch. I cannot believe how awful their customer service has been. I've been in sales, when you make a mistake- fix it. Don't tell the customers to handle it themselves. We had no problem giving the delivery truck diesel (as ridiculous as that was), I was fine with the couch needing to be replaced, I was NOT ok with them expecting us to deal with it or being told they might not take the broken one back. We have shopped with this store more than once in the past and had not had any issues, but if this is how they handle problems we will not be returning. read more

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I have shopped Ashley Furniture Stores in several different states over several years. In March my daughter was purchasing furniture for our new home. She had spent almost 2 days at Ashley Furniture picking out furniture. Then taking her children in "masked up" and all so they could see the furniture. Then finally taking me in to see the furniture and a new bedroom set she was purchasing as a gift for me. All items were picked out, considering what was going on in our country with the pandemic and the availability of these items. As she picked out items she did so only with them being in stock or being close to the delivery date. When the move in date for our new home was finalized, She attempted to finalize the date with her Sales Rep and the Ashley Team. To learn the only thing available was mattress and box springs and only one of the bedroom sets. (Which she was told was mine). 4 bedroom sets, 3 included mattress as I already had mine. A dining room table with 8 chairs., a 6 piece U shaped symmetrical sectional. The furniture in the store was all beautiful and we were excited. Only to learn they weren't going to have it for delivery. We had three deliveries scheduled. The first delivery the two men were not very polite or workable. My daughter had told them she did not want any incomplete sets delivered or any mismatched items, as we didn't want color variations in waiting weeks in between. They would not take the two chairs/ (2 of 8) back. They also left a night stand for my granddaughters room which had issues, but they insisted if we didn't take it they did not know when we would ever get one. Which was exactly the reason we didn't want it left because if it was who knows if and when we would get the rest of the set or even if ever. They attempted two additional delivery of the table (still no other chairs). Because on that first delivery, of the the table it had an extension and they could not get it to extend and then broke it and made us feel like we had to take it. No they couldn't even get the table to sit straight. But they left the base. The second and third delivery the delivery people were extremely kind, helpful, and conscientious of their jobs, (third party delivery company). They tried every way to get the table to sit up straight. The base that had been left had a crack and chipping on it. Which they noticed right away. So they removed it and the table top. From one corner of the table to the next it was off from 3/4 of an inch to 2 inches that is a lot for a straight table and now way could you serve a turkey dinner or any other event. Let along play board or card games. This has been the worst experience ever. But when I called Ashely Corporate offices in Texas, the person in the Customer Sales Support Office just laughed and said I don't know what to tell you. You have an order in and will just have to wait. What a joke. Well my daughter had to jump through hoops to make sure they had the money for her over $20k order and they had to have it that day. Payment was in April 2021, here we are in July 2021 and still no furniture. Except the beds. We have techinally be glamping in our new home. The Ashley people I have dealt with in the past never had these issues and understand its a sign of the times, but be honest with your customers at least we could have purchased 2nd hand temporary furniture instead of waiting around for furniture that will never come and even on the third of July they had an appointment from 1 4;30 and never showed at 4;45 we received an automated call saying the deliver had been canceled. Really. Now. Would I give Ashley another chance after "our country" returns to normal if it doesn't and the answer would be NO, HELL NO. read more

Worse store I've EVER dealt with hands down. We purchased a cocktail table on July 10th, 2021. And as of today we were waiting for the fourth table to be delivered as the others were damaged. Got a call they were 10 minutes away from delivery. Then got a call that the table was damaged and they will not be making a delivery. Who can ship broken living room furniture FOUR times. Now I guess I know why they said to be sure and check items before delivery team leaves, and why two out of the last three delivery teams said Ashley always delivers broken product. read more

Wish I could give a big fat 0. Third attempt at delivery and some still no complete set. Delivered item 2, but item 3 is on back order. Even though a week ago they were ready to deliver item 3 without item 2. How did item 3 suddenly get put on back order. This furniture was already paid for - so who got our furniture. Also I was told there is no option to pick up the furniture yourself. They make you pay for delivery and then keep you sitting at home waiting for it. Only to be told that they still haven't gotten all the pieces! WTF Ashley's!! This place sucks. Save yourself they headache and shop elsewhere. Even if you have to pay more - it's worth it! read more

I ordered a substantial amount of furniture from this store back in March, close to 10k worth of home furnishings. Only my couches and one mattress were in stock. The rest was put on order. Fast forward to July and our items finally arrived and are delivered. All damaged. Would not recommend purchasing here. read more

We were informed our furniture was going to be delivered on the 26th of February. I received three emails confirming it. We got rid of all our furniture to make way for the new furniture. Hours ticked by, still no word from Ashley. We called, got placed on hold for over 45 minutes and were told our furniture will be delivered on March 9th! I said Bull, we sold all our furniture! They transferred me to the store, and they confirmed the March 9th date. I said I have a receipt that says the 26th of February, 3 emails confirming the date! She says, oh, "Well that is a estimate time" . I said no, the salesman said it would be delivered today, 3 emails said it will be delivered today. She well it's in the warehouse, But we only deliver to your area twice a month, didn't your salesman tell you this? I said no, why in the world would he say the 26th if you weren't really going to deliver it? I had to pay $656.00 up front for "Premiere" delivery and taxes. I told her I wanted that money back and to cancel my order. What a frigging joke this place is! Stay away, far away. read more

Wow! This is the worst place to get furniture and then have it delivered. The delivery window was schedule from 12pm to 3pm. And it's now 5:30pm and it's still not delivered. First the truck was broke down and my mom who ordered the furniture had to call the delivery number to find out the truck broke down. Then they said they would be here by 5:00 no such luck. Then she called the store and left on hold for at least 10 minutes. Considering there is a delivery charge live up to your commitments folks. This is freaking ridiculous. Honestly if this is how delivery works with you guys I will never buy furniture from you. And another plus no one gave my mom a resolution. Avoid them try one of the other furniture stores. read more

This is actually a two part review because we had such a Jekyll and Hyde experience. The first part, the looking and buying of the furniture was a fantastic experience. Our saleswoman was knowledgeable and extremely helpful, without being sufficating. She helped us find exactly what we wanted and was a pleasure to work with. From there it is all downhill. As most reviewers have commented, the major issue with Ashley is their use of terrible 3rd party delivery. We ordered our furniture on December 12th, 2020 and were told it would be delivered January 14th, 2021. We called the day before, January 13th, because we had not received the 24 hour prior notice. We were informed the furniture was backlogged and it would now be February 4th. Same issue happens again, it gets pushed to March 15th. We were told the holdup was the chair we had ordered and that the sectional was available, so we asked for a partial delivery and scheduled a day for it to be delivered. Once again we didn't hear from them so we called the day before and were told it was never entered into the system. We again setup a partial delivery, we once again never received a call. This time the person we talked to said they could not setup a partial delivery, that we had to go into the store to do that. When we mentioned that two previous people had told us not only that they could, but that they also setup dates, the person became very rude. So we went into the store and cancelled our order. The manager was very nice and even made us offers to lower what we had originally paid, but by that time it wasn't worth any further headache for us. Ashley's has fantastic salespeople and great quality furniture, but until they fix the delivery system issues we will avoid buying from them again. We have purchased furniture from Ashley's for over a decade, it's sad to see the decline of a business because of poor management/ownership. If they cared enough to read the reviews customers post they might realize how severe the problem is. If you are prepared to wait 4-6 months for delivery of your furniture, which may or may not be new/damaged, and getting those items replaced may take an additional month with endless calls, the furniture you end up with will be high quality. For me, it's not worth the headache and stress. read more

Customer service was TERRIBLE, employees were snarky and rude and obviously had no patience nor any interest in trying to make the customers experience enjoyable enough to make them want to come back. Would recommend Mor Furniture or Furniture Row read more

DO NOT SHOP HERE!!!!! Wish I knew what I was getting myself into going into this store. Went into the store looking for a bed frame and dinning table set. Once my wife found the bed frame and dinning table set she wanted we proceeded to check out with the sales person that was helping us. But of course being a salesman he was being very pushy and was trying to convince us to buy a $2,000 mattress after we made it clear were only here for a bed frame and dinning table. We finally told him we were not interested on buying a mattress at this time. We told him we were not comfortable with buying such an expensive mattress. To our surprised he laughed at us and made a comment of how he thought it was funny how people (was obviously referring to us) were willing to spend x amount of money on expensive brand clothes but not on a mattress. That is not a way to talk to customers. After that unnecessary comment we let him know we did not appreciated that comment and asked to please just check us out we had heard enough. Once we were finally checking out we were told the dinning table set we chose had a 1 month waiting period which we agreed that was fine thinking 1 month was fine since that was the only dinning table set we really liked. The bed frame we chose had no issues and was going to be delivered in about two weeks from purchase. With that being said we were given two separate delivery times for each item. Our bed was delivered on time with no issues. But our dinning table set was a head ache, two days before our delivery date we were called by Ashley delivery center and we were told the dinning table set was not going to be delivered until maybe another month or so maybe longer than that they were not sure. Are you kidding me!?!? You wait to tell me this two days before my delivery date after waiting a whole month already!!!! Of course being upset we called the store and talked to the sales person that helped us and he said the only choice we had was to come in and choose another table if we didn't want to wait. No special offer or discount was offered to us for the inconvenience and bad service. We decided to go in and choose out another table we had no choice. BAD SERVICE IN EVERY ASPECT. NEVER SHOPPING HERE AGAIN. read more

My wife and I ordered a dining room set with a couple bar height chairs for our island in early November 2021. When we ordered them we were told they would be delivered the Friday before Thanksgiving. A week later I get a call that the order wasn't completed properly and we'd have to come back in and reorder the items, but couldn't get the same delivery anymore. We reordered and this time delivery was mid December. Got a call 3 days before delivery saying 1 item had to be rescheduled, but everything thing else was on schedule. Got an email asking to confirm delivery on specified date, confirmed. On date of delivery I never got a call with delivery window so I called them. Waited on hold for an hour, then they said that "there was no delivery scheduled for me today". I informed them that no one had let us know of another delay and that I had email confirmation, they said "I see that, but your stuff won't be delivered till the end of December now". We were supposed to host our families Christmas dinner! Needless to say I canceled our order and will NEVER shop at Ashley's again! Their customer service is trash! read more

Horrible experience. Picked out our furniture as was told it would be delivered in 2 weeks. 5 months later we finally received it. Dealing with customer service was a joke. Wish I would have just canceled our order. read more

I don't even know where to begin. I'd give zero stars if I could. After reading a lot of reviews, it sounds like this is just their basic bad business. We ordered a couch and loveseat a few weeks ago. Told us we could pick it up for free, then told us we had to pay the $100 delivery fee. First, delivery was scheduled for the following Wednesday. They changed it to Friday without telling us. Then we heard nothing from them and finally called them. After being on hold for over 30min, they told us the truck broke down. Sounds like it's just something they tell people since that response is in other reviews as well. So they came Saturday...with the wrong color loveseat. Told us we would get it on Monday. We heard nothing and called them today (Friday) and we weren't even on their list. After 20 min on hold, they transferred us back to the main menu to start over, then to the wrong Ashley store, then finally to the one in Richland, after my husband asked them to check, they didn't have us scheduled at all and the loveseat was STILL the wrong color in their paperwork that the manager personally promised he would handle. ALL LIES! Now in theory we have to wait another 8 days to hopefully get our loveseat. Worst customer service ever. Ignore the on hold speech about them caring or being voted best furniture company. It's total garbage. Try ANYWHERE else!! Happy shopping! Good luck! read more

Well, I purchased my master bedroom bed set, in which i absolutely love!!! It was my first time purchasing from Ashley Furniture. Everything arrived on time and good condition. I went back and downloaded the App for my iphone to order quickly, since i was going to be ordering more pieces for my house. I ended up placing another order, a bedroom set for my daughters' room through the App this time instead of through the website. My card was charged, after a few days I went back onto the App to see how the order was processing. Order Status FAILED. I contacted them over the last week to try and figure out where my order is and why it's failed and why my card was still being charged. I have been placed on hold for over 6 hrs. Every representative I talk to transfers me to another department. No one can find my order. I have been told their department is unable to look up my order, it needs to be escalated. They escalated my call to management yesterday. I was on hold for 2hrs, waiting for "management" to answer. Then they hung up on me!!! Then I call back and they told me I need to talk to finance, I talk to finance they said they need to release the order, my card is still showing pending for the charges. I am beyond irritated with this! I thought I found the place I was going to refurnish my entire house, now I am looking for a solution to get my order or money back and trying to find another store that can provide basic customer service! Why have people answer the phone that are unable to even look up basic order confirmations and take a look at the order!? Makes NO SENSE. Beware! I am currently still on the phone waiting! I have tried chat, no one answers. I have tried leaving a voicemail for a call back within 24-48hrs and still waiting for that to happen it's been 4 days now. I have tried emailing which says unavailable. So, today, once again I am on the phone and on hold.. Current hold time 46min .. very disappointing!!! read more

We had a GREAT experience shopping with Efren. He was the best! We literally drove up to the store at 10 minutes until 9 pm (closing time). We were in need of a full set of living room furniture and a bedroom set - in a hurry. Fortunately for us, they were having a clearance sale that day. Ashley actually had a beautiful leather couch, wood carved end table and wood TV stand/unit in stock. We also found a very nice king bed / with bed stand there too! We ordered an additional kitchenette for delivery along with a recliner chair to match the couch. All arrived ahead of time and in beautiful condition. We were out the door in 20 minutes! Efren was professional, courteous, and had a wonderful demeanor. Can't say enough about the quality of service! We will definitely be reaching out to him to help us furnish the rest of our home! read more

Shop here at your own risk! My husband and I came in a month ago (9/26) and purchased a dining table, paid full price along with a warranty and delivery fee. Over 3 weeks later, we were scheduled to have the dining table delivered to us on a Saturday. The week of, my husband gets a call that they do not have it ready to ship to us so my husband had to make a couple calls to get recourse. We were able to get the delivery fee refunded to us. Fast forward to today, 10/2/15, my husband and I have been sitting at home all day waiting for our dining table to be delivered, and at 4:30 pm, my husband gets a call about how they did not have our dining table on the truck for delivery. This is ridiculous and an absolute abuse of customer trust. It's been about a month now and we still don't have our order. Words cannot express how upset we are with how Ashley Furniture has handled our business. Update 10/10: The delivery truck arrived to deliver our furniture and instead of backing into the paved driveway, backed into the gravel/grass lawn, knocked over and broke one of our newly installed solar lights. The drivers apologized but this has not been a great experience. I've contacted Customer Service and hopefully will be provided with some recourse. I will keep you all informed! Update 11/4: I've sent Ashley 3 emails per THEIR request and have yet to receive a response! Extremely frustrated and will never shop here again! read more

In 2009 I purchased a complete living room set and dining set from Ashley. I paid extra for two dining chairs with arms. Delivery was weeks past the promised date - the reason being "the salesperson you purchased through is no longer with the company, and usually the salesperson is responsible for coordinating deliveries." When my furniture did arrive (in two shipments, weeks apart) I received all arm-less dining chairs. The table was broken upon delivery. I was promised the manager himself would contact me about repair. Not only did he never call me, but he was never available for my calls and he never returned my calls. My salesperson had also sold me the extended 3 year warranty, which he said, would be refunded in cash if I didn't utilize. This never happened, either. The finish on all the wood wore off within weeks - end tables, dining table, chairs, sofa legs - and the wood is so very soft, it also shows HEAVY gouge marks, from NORMAL use. Example: a button on my jeans nearly took a chunk off the corner of an end table. The corners on the "leather" ottoman coffee table wore off, exposing the fabric underneath. The only good thing I can say is that I have a very large table - the largest I could find - and that the upholstery on the couch, loveseat and chair-and-a-half has not worn down as quickly as the wood. Considering I spent $5,000 on living room and dining room furniture, though, I had hoped for much more. At the very least, INTEGRITY, Which is severely lacking at this place. Avoid at all costs!!! read more

Great service in the store, but lost us as a customer because of company. Ordered a table and it was to be delivered in 17 days...not it is moved to 30 days after that... It was for our office and that puts the delivery past our budget cycle. Was the company helpful, no. read more

As most reviewers have stated, this store's customer service is garbage. Bought a couch with a chaise lounge based on the salesman's assurance of looks and quality (from a picture in the store), boy, won't do that again. Cheap and very low quality. Went back in and "upgraded" to a different product line with same type of layout AND actually saw the product in the store. Received 2nd couch and chaise a couple weeks later but something was just not right with the chaise cushion. It crackled when you sat on it. We decided to take the cushion into the local store and found out that a section of the cushion insert was missing as well as the manufacturer mistakenly left the wrapper on the foam insert when they put the cushion cover on. While this is somewhat trivial, the final straw was that the manager assured us, because he had been in the "furniture business for many, many years" that within 2 weeks he would have a new insert in our hands. Well, it's been 1 1/2 months and no calls and no insert. I had left messages as well as contacted Ashley's via email but to no avail. I decided to try to contact our original salesperson and was told that not only did the manager no longer work for Ashley's but neither did the salesperson. No wonder nothing was taken care of. Any legitimate business that has employees leave the company for whatever reason should at least make sure that any outstanding customer service issues are followed up and taken care of. Because most all of the other furniture stores in our area operate the same (had hoped that Ashley's would be different) will now just make the drive to Seattle or Spokane where there is so much more selection as well as the possibility of a business that actually values it's customers is much higher because of competition. Good luck to anyone who decides to give their hard earned money to this place! Follow up - After speaking to their customer service folks, oh, that's right, the person at the local store didn't want to deal with our issue so she pawed their 800 number onto me, we finally do have a new cushion insert coming via UPS/FedX but... was told it would take btwn 3-5 weeks. I will say that the person who helped me at their 800 service was very nice and professional but not once did she offer any type of apology for all the mess this company had made us go through. Because of her, I will now give Ashley's 1.1 stars. This experience was all over a couch we originally purchased almost 3 months ago. read more

This store deserves no rating! I have a new home that I needed two pieces of furniture . Ashley Furniture happened to have what I was looking for. I went in ordered and paid for the furniture from a young man , Christopher. It took 8 weeks to get my love seat, which was the wrong material and color, and the rocker swivel recliner, which was to match, wasn't on the truck. 6 weeks go by and the chair finally arrives, after two cancellations for delivery, wrong color. I went back to the Kennewick store and talked with the manager, Justin. He recognized the error and corrected it. Another 7 weeks go by, new chair arrives that matches the love seat, but not the right rocker recliner. Now we are getting into 6 months along, and still not the correct furniture, and still more promises from Justin. Delivery supposed to be the 23 rd of November now, they came to pick up furniture, but had no delivery. We have to wait until Dec 11! This business has no respect for customer service. They have had our money since May, and we have not gotten the furniture we ordered. I finally had enough BS from the management, and cancelled my payment and returning this crap. Covid has nothing to do with the delay. Just very poor management from the headquarters down to the showroom! Lied to us the entire time with delays! I would not recommend buying anything from Ashley Furniture, they get it wrong and trying to contact anyone is almost impossible. When the answer, they say the call may be recorded for training purposes, but when I told them I would record our conversation, they refused to speak to me. What were they so worried about me recording them? They lie, that's what!! Buyer beware: DO NOT BUY FROM THIS STORE! read more

I only put one star because it would not let me put 0! NEVER shop at the Kennewick store. We went in to purchase a power lift recliner and the sales gal had no idea what she was doing apparently. We picked a $1200 recliner and were told we could get it in the color that would match our current furniture (that we bought from them). They delivered a recliner in the color we wanted but it was not the $1200 chair, it was a $599.99 chair AND it was broken!!!! My husband went in the next day and was told more or less too bad. I went in 2 days later and took an hour arguing. We wanted a full refund and they said they would not do that. They would give us the difference in the cost. That is unacceptable! We are currently still pursuing this issue. AGAIN, be careful when shopping at this store. They lost our business! read more

Horrible customer service!! We had furniture on layaway and went in to make a payment and no one would assist us. Waiting about 15 minutes and ended up leaving. Tried calling the store and that was a mistake and we could reach no one. I had to call corporate just to talk to someone so I could at least make a payment over the phone. What a hassle!! THEN I get a call from Ashley a few weeks later stating that they will no longer be doing layaway as they were bought by a corporation and wanted me to finance what we still owed on the furniture. We are Dave Ramsey followers so of course I declined and asked for a refund check of what we've already paid for the bedroom set. She said that was fine but it could take UP TO 6 weeks. It's now been 6 week (actually more) and I recieved nothing. Tried calling the store (again BIG mistake). Waited on hold 20 minutes for customer service to tell me that I would have to call the local store to inquire about the check. I told her yeah that was the number I called. She said oh well you probably got transferred because no one answered at the store (no surprise.) She transferred me back to the same wait line that I waited 20 minutes on already!! I had enough so tried calling corporate and waiting again another 10 minutes just to have them give me another number to call!! Holy moly!! So called this other number and of course was on hold for 25 minutes!! When I FINALLY got through to the store (over an hour later-wish I was joking) the lady says I'll have to call another number to find out where my check is!! I'm not going to just eat over $600!! I will never do business with this company or recommend to anyone!!! ***edit to add that I had to call another number and was on hold 40 minutes for them to tell me call the store because they dont have access to where my refund check is ‍ what a nighmare!! Tomorrow I call consumer affairs because after being on the phone (95% on hold) their office is now closed. read more

I bought a Dinning room set from CHERIE had a great experience she was fun to work with and gave us great service. I will only shop with CHERIE from now on. read more

I purchased a reclining sofa and love seat. It took about 3 months to arrive however that was fine. When delivered it looked fine. Within 1 week the love seat started falling apart. One side collapsed and two backs stopped working. The material that covers the foot rest started bowing out. I talked with the store manager and showed him pictures and he was shocked. They sent a service tech 3 weeks later. He took pictures and said it would be 2-3 weeks before I heard anything. After 4 weeks I tried calling the local store where it routed me over and over to the 1 800 number. When speaking to a service rep they said the service techs notes say there was nothing wrong with my furniture and he did a courtesy fix (it was 1 week old and I also have the extended warranty.) They couldn't tell me anything except they could send another service tech out. I finally went into the local store and spoke with the office manage who said she would be in it and give her 48hrs to call me back since it was Monday and manager's are in meetings. I waited until Tuesday of the following week and the man who I spoke to said she was out on surgery as of that day. He then told me the same thing I'd already heard about sending another service tech out. I told him, I'm not settling for garbage furniture and this needs to get settled. He said he wasn't going to give me a time he'd be calling back because so far nobody has called back. He was going to speak to the manager. Well, that never happened and now I'm going to small claims court. Poor service and quality of merchandise. read more

I can't leave less stars than 1... Little to no communication. You can only speak to the store, if you complain enough the regional manager. The employees are caught between angry customers and a corporation that doesn't care about customer service. As of August 1 I'm still waiting for a complete furniture delivery placed in May. read more

Horrible customer service!!! horrible delivery setup!!! no communication between store delivery facility and customer service!!! don't ever order anything from this place unless you want everything that could possibly go wrong to go wrong ... ordered a bed a month ago didn't show up to their house i understand that was manufacturer but then got told that they would deliver it to me instead the next week on Thursday my one off day leaving me sleeping on a air mattress for a week....cv now they don't deliver on Thursdays and now i can't get my bed for another week which happens to be the day at work again... just stay away from this place... getting my money back and taking my business somewhere else read more

I ordered 2 power reclining chairs after tax and delivery was $1800.00. I received an email confirmation and phone call for delivery on 29 aug for both chairs. The delivery showed up but with only 1 chair. The delivery drivers had no idea. I called the customer service line and the lady was very nice. She said the chair was in back order. She then called the Seattle warehouse. They had a chair. She said she would call me back the next day with confirmation. I never got a call. I called on the 30 aug. I was told my chair would be delivered the 1 sep. I did get an automated call on the 31 aug of a delivery date of 1 sep between 9am-12pm. I called the customer care line again cause it is past my window. I was told they were dropping off a delivery in Hermiston OR and I was the next stop. Bridgett from the customer care line said she couldn't do anything. I asked for a refund of my delivery fee since this has all messed up in Ashlie furnitures end. She placed me on hold so she can speak with the delivery department. I waited about 10 mins after waiting she placed me back in line and I waited again for 10 min for another customer care rep to pick up. I had to go over everything ALL over again. The rep then said the delivery time is until 2pm. That was not what I confirmed. She also called the delivery driver and said he had 2 more stops! I asked again for a refund and she told me no. This was the wort experience I have ever had. I spent a lot of money and the actions or lack there of, the customer care department is unacceptable. Why would I refer ANYONE to Ashley furniture! read more