I'm very disappointed with my experience at Ashley Furniture Outlet. The sales practices are deceptive, and what I received was not what I was shown or promised. I DIDN'T BUY THIS ITEM! The items are not the same. The table was the wrong color and clearly a bait-and-switch situation. The quality of the furniture is poor, and the customer service was even worse. I've never shopped at this store before and this will be my last time. I'll go back to the more reputable establishments. I bought a table set for a certain color and made it clear to Doug, my sales person. I showed a photo of the color that needed to be matched. As the purchase moved forward it was never mentioned by the sales associate that this store doesn't have colors but "close enough because its wood" colors. This color is extremely different than what was displayed in the store. Not one person I've shown photos to states they are in the same color family regardless of the lighting. There are parts falling off less than 12 hours after delivery and the item has no use. The delivery team was kind and respected my home but didn't fully unpack the table after I was asked if I wanted the middle leaf opened. It's still packed. Delivery was almost $300 and should be white glove. It is not. When I brought up the issue, there was no genuine effort to make things right. Instead, I was simply told to "review the receipt" and reminded of the "no return" policy. I was sent several emails denying my request for a return. I'd even consider them exchanging the item for the correct color that I agreed to purchase but there have been no attempts to make this gross error correct. This kind of response shows a complete lack of accountability or concern for customer satisfaction. Because of this experience, I will not be recommending this store to anyone personally or professionally including for home or commercial bulk purchases. I'll be requesting that anyone using this company they switch to another vendor. I expected better and am extremely disappointed in how my situation was handled. I am beyond frustrated. This type of transaction is absolutely unacceptable. I will be placing a complaint with the Better Business Bureau. read more

Ashley Outlet - Wood is a dark grayish brown and not what I ordered. Does not match my home. - Furniture Stores Near Me - Matthews, North Carolina

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Came in to buy a mattress. The team was helpful and very knowledgeable. They fitted me for a pillow and the mattress based on my sleep needs. I have slept great ever since. I would recommend the team to get it right for you .Doug and Barbara ensured I was helped . read more

My husband and I had a great experience shopping at Ashley Furniture. Laqauisha and David were absolutely amazing--so friendly, attentive, and helpful throughout the process. read more

An over-priced coffee table was damaged straight off the delivery truck. The delivery guys dumped the boxed table in our garage and when we opened the box, saw the damage, and contacted customer service, they were HORRIBLE!! They actually accused us of damaging the table ourselves when all we did was remove it from the box, and they offered nothing to remedy the situation. Stay far away from these scammers!! read more

Bought some bar stools from this place today. We don't often go out for furniture but on our first try we were lucky enough to meet with Jamie the sales associate. Funny asf. An extremely knowledgeable an helpful. This guy knows his shit. An if he's at a lack there of on info. He immediately went to find it. Also knew that some people don't like to be helicoptered. My only regret is that I don't know more salespersons with that same vibe an professionalism. Also the place does take donations for food an book drives. Didn't smell like old mattresses. Superbingly a plus. You'd be surprised how often a furniture store would smell like musk. An this one didn't. read more

I had previously shopped online and had an idea of what we were looking for when we walked in. Daniel was our salesperson and let us wander until we picked out exactly what we wanted. We put our order in with him and talked through delivery vs pick up. We agreed on delivery with assembly and waited our three weeks for our furniture to arrive. Delivery day came about and the delivery people just dumped it all in our garage, no assembly included. I was extremely upset considered we paid over $100 for the whole kit and caboodle. I called customer service to complain and they were extremely nice and refunded our DASH cost and we just paid for delivery. Overall, it was a up and down experience but I'm happy to say they made it right and we LOVE our new furniture! read more

Sales person was great but the customer service for products that you have issues with is the worst they do not stand by their product. What I paid for a memory phone mattress less than one year they want to insult me by returning me $92 to take the mattress back after I spend a couple hundred. Mind you I have a representative come to the house they told me that mattress was no good I call back well according to their warranty it's not their problem less than 6 months old it's warped mattress got very soft on the edges and it has lumps throughout now My new I bought it because I have a bad back I had post surgery several years ago so I needed a firm mattress and it's nothing but firm. And it was their brand of mattress made by Ashley which is a piece of junk never again! And like I said I pick the mattress because it had good rating according to them and it's supposed to be firm I figured hey Ashley the big company but I was wrong that a bunch of liars. Beware of no honor from them especially when it comes to warranties they just don't care for you they just want your money. read more

They will tell you they price match but they really dont. We found the same sectional over $500 cheaper and showed proof to the sales person who then went to discuss it with his manager. The price was listed as $1299 after at least 30 min the sales person comes back and has two sheets in his hand. The "original price " sheet and the "deal sheet". I notice he's trying to distract us with typical sales person tactics so I request to review the sheets myself. That's when I realized what was supposed to be $1299 was now over $2100 and the "deal" had a total of $1900+. How did this sectional almost double in price when the configuration was identical to the listed price on the sign with the exception of one ottoman? Not only did they not proce match, they fully intended on charging nearly twice the listed price. We opted not to purchase and will not return because of this experience. read more

Researched the mattress I wanted online. Went to the store to see it and ordered in store. I confirmed I could get old mattress removal. Maybe I dressed too casually because I was ignored while one man sat on a couch playing a game on his ipad. One salesperson walked around playing on his phone and joking loudly across the showroom with the man sitting at the desk. All of which were actively ignoring me. A couple came in and the salesman was right on top of them. (They walked out without spending a dime- don't judge a book by it's cover or me by my weekend clothes!) I was in plain sight and patiently waiting for someone to help me. I had walked over to look for the specific mattress and did not see it so I walked up front to the area where the employees were sitting/hanging out. People saw me. They didn't acknowledge me with even a nod but looked me dead in the eyes. Again, maybe I just looked too poor to waste their time. After saying excuse me a few times and being ignored I looked at the salesman and said a bit louder "can you please help me so I can get this done and be on my way? I already know what I want; I just need you to write it up and take my money please." Finally, the man sitting at the desk told the man right in front of me to help me. They didn't have the mattress I wanted so I asked if they had a comparable one I could see. This is when the salesman walked me over to the man sitting on the couch playing a game on his ipad (yes, we walked right up on him and I saw it plain as day. It was the first couch when you walked in so it seems he was simply ignoring me as I would not think they take their breaks lounging on the front row) Turns out he was the sales manager (may have been a slightly different title but it surprised me that he was so indifferent to customers yet the one in charge at least of that dept). Why did I not just leave? Because I knew what I wanted and I just wanted to order my mattress and go home. I hate shopping. It couldn't get any worse, could it??? Finally, order complete- June 6. I paid in full on that day. I was told delivery would be the first week of July. Turned out delivery was the third week of July- not a big deal. Wish they would have emailed or something to let me know instead of making me call to track it down. Bed was set up and left to expand for three days. Looked ok so we slept on it. Edges did not expand as they were supposed to expand- all the way around the entire bed. My husband and I felt like we were falling backward so I raised the head of the bed. It was better, only felt like you were falling off the side. Tried calling but finally got through to someone by using the chat function. Sent pics and gave info- a tech would be out the following Wednesday to check the bed for defects. (The chat associate was extremely nice). The tech came and took pics of the bed. He used a large level and took pictures to document the 3" drop around the edges. He said it definitely needed replaced. He tried to call Ashley twice while standing at the bed but he was on hold too long so he hung up. He apologized that the mattress would need replaced but someone would call me by the end of the day... That was 10 days ago. Not a call, not an email. not a word... I called today and was on hold for a very long time so I hung up and used the chat feature. The chat associate told me she saw that they have a replacement ordered for my mattress but did not have an estimated date. I did ask if she had any idea how long it would be. I even asked if she could tell me if it would be weeks or months? She said she did not know but hoped it would not be long. Seriously, so no idea?! Not even the standard 6-8 weeks or 8-12 weeks... nothing? Why? Because you already have my money? You would think at some point they could at least give a courtesy email for something along the way. Just for an added note- 1) we received nothing the original delivery would be two weeks late (I would not have cared. You would think it would just be normal to give someone a heads up. A generic, automated email letting me know would have been nice) 2) When the mattress was delivered they did not pick up the old mattress and box spring as I confirmed in the store. That is why I didn't order online. 3) We were told someone would call to arrange pickup (guess what? no call, no email, no text. We called them to arrange pickup) 4) They showed up as planned to pick up the mattress & box springs only to find out they were trying to deliver chairs ("um, no that's not me. You are supposed to be picking up a mattress & boxspring") They have to leave and return again to pick up my items As you can see it has been less than a quality experience. Two months before this mess started I bought a Sealy mattress from Odd Lots for my guest room and it is a fantastic mattress. (I have been sleeping on it for the last two months because I cannot sleep in my own bed yet! I would buy it again!) read more

If I could give 0 stars I would. Don't waste your time going into the store and helping the people there get money for selling you items you could have bought online for cheaper and could have gotten delivered faster. They try to trick you into getting the coverage and charge you extra hidden fees. They are scammers and liars. Order online or order from a better company read more

Wish I could give negative stars! Ashley is the worst. Ordered furniture early August, kept getting run around for delivery. Canceled order March 4th was told 7-10 days for refund. Just called and was told refund wasn't approved until March 12th! What was there to approve? I paid for furniture that you knew you never delivered ‍. Now telling me March 24th before refund hits my acct! I bet when I call March 24th they will give me another date just like did with delivery dates. Beware when ordering. read more

BUYER BEWARE!!!! I would not recommend purchasing anything from Ashley Furniture. My experience has been horrible! We purchased 3 bedroom sets and have been trying for 3 weeks to get our order fixed. I cannot get anyone to return calls or even address our concerns. 1 bed was assembled incorrectly and the headboard was not even attached and was missing screws. Another bed has a mattress that does not fit properly due to design of footboard, and the 3rd is a storage bed that has unusable drawers due to a design deffect. (Their staffs words, not mine) No one can give confirmation of a credit for incorrectly ordered bunkie boards. And this does not even touch on the garbage they left when putting the items together! Buyer beware! Steer clear unless you want shady service, poor quality furniture amd a huge headache! read more

I had an excellent experience at the Ashley Homestore. I was in need of a specific chair for a post hip surgery w/ a motor and they were very accommodating. I would shop here again, the chair is very well built and I purchased the additional warranty on the electric motor as well which was reasonably priced and the program allows you to carry forward the value if you do not need/use it. read more

Worst ever experience!!! I went to the store and picked out what I wanted, then they delivered it and it was the wrong color. They said that my eyes must not be working properly and then they told me that they had filters on their lighting in the stores and too bad, I could not return it now since it was already in my home. TOTAL BS!!!!! DO NOT EVER BUY ANYTHING FROM THIS STORE! You will certainly be disappointed. Oh and to make it worse, the manager would not even speak to me and the salesperson said "too bad". JUST TERRIBLE!!!!! read more

It's not really an outlet. You'd expect discounted furniture but it's overpriced and can be gotten cheaper online and at Big Lots. Waste of my time. read more

The worse furniture company. There is a serious lack of customer service. I have never dealt with a company that does not stand by their product like them. I purchased a bed & paid for delivery. The bed was set up I sat on it and the bed fell to the ground. The side rail cracked and I was livid. I immediately went to store and was not helped beyond a card to call customer service. Called sent pictures and the solution was they would send me a new rail. Well I didn't want a rail the bed is poorly constructed and who wants furniture that will not last. They would not allow exchange or return of it. I have battled with my credit card company and them for months and still no functional bed. Wish I read these reviews before and avoided this company. 0 stars read more

DO NOT ORDER FROM ASHLEY FURNITURE IN GENERAL NOT JUST THE OUTLET!!! Especially if you live in NC! This was the worst service follow up & delivery experience I have ever had. The Ashley Outlet associate in Charlotte, NC named Daniel started off great but made a mistake with the delivery address which differed from the billing address. Trying to change the delivery address weeks before the delivery date was a nightmare. We drove back to the store and Daniel said he would follow up by calling us that evening once he heard back from the delivery dept. We never received a call which then snow balled into many other issues. I took a day off on 7/14/20 to receive the delivery that never came. When I called Ashley Furniture they said the delivery date had changed due to the address change that they themselves could not rectify. On top of that no one from their company bothered to notify us that the delivery date had even changed. After hours on the phone with a pleasant service rep named Jennifer she assured me the address was changed and guaranteed the delivery to Saturday 7/18/20. I called two days in a row prior just to ensure that all was on track and Nicholas + another rep named Jennifer both on separate calls that I made (in addition to others) assured me that the address was now correct & delivery was indeed on Saturday 7/18/20. Of course the delivery never happened and when we called we were told that due to the address change (their company could not get right) they could not deliver until the following week on 7/21/20. Please keep in mind I had called their customer service 5 times to confirm prior to the 7/18/20 delivery in which I was told each time everything was good to go. I was also told that they could not discuss any compensation due to delivery issues or loss of pay due to taking time off for their lack of delivery until all deliveries were received. And yes, we have another backordered delivery we are waiting on in August! This company along with the follow up and communication is HORRIBLE! I would advise to look elsewhere if you are thinking of shopping here. There are many other retailers with same competitive prices that we can all shop at. read more

Continued review: all of them say the store is closed and to call during normal business hours. Now I'm extremely mad. Is my delivery going to be here is it not? Why did I get that call, yet no one is here did something happen? The customer service line should always be open if there are operating hours so that way we can get in contact with someone. I did find they had an online track your delivery website. On that site you are able to write a message to your service team so I did. But never heard back, no call, text, or email notifying me about the delivery or that everything was okay. The delivery wasn't even my main concern at that point. My concern was they said they would be here in ten minutes and never showed, was there an accident, did something happen? But nope don't communicate that with your concerned customers. Finally it's 12:30 and the guys show up with no call to notify me they were on their way. They delivered my table. But the dresser was not delivered as the legs were broken. Then I was told it was the last one in stock and was also a discontinued item so I said well return it and I'll find a new dresser elsewhere. I was then told if I did not get a dresser from Ashley furniture then it means I am cancelling part of my order and have to pay a 10% cancellation fee. This is rediculous I shouldn't have to pay a fee for that at all. It came to me broken and I can not get a new one. This is not my fault it is the Ashley furniture stores fault and they should own their mistakes. So I called the store because now I am beyond heated. I find out my kitchen table and chairs are now not going to be delivered until the 30th!! That's more than a month from when I ordered it. And there's nothing they can do to get it out sooner. I explained I should be priority based on the situation. Dawn the rep I spoke with advised me "sorry but you're not top priority I know you think you are but we have thousands of customers" okay, now that I understand, however there is a way to say that and that is not the way to do it. Now I'm even more pissed. She told me as for the dresser, once it's returned, they will waive the cancellation fee. read more

This had to be the worst retailer I have EVER dealt with. The discounted prices do not make up for the service. I would steer anyone from here. You cannot call the store you get a regional call center hours later they may call you back then they may hang up on you. The furniture looked decent enough . I went back to the store in an attempt to cancel my order I made the night before. The little manager on duty threw his hands up like a child got a huge attitude and said " that's your problem". Yeah too many good stores around to put up with the pitiful place . So don't say I didn't warn you... read more

Buyer beware! We were told by the salesperson, Parker that the rug we were buying was returnable but could only receive a store credit. Took the rug home, the next day tried to return the rug (we never unwrapped the rug from the plastic it came with) and was told there is a zero return policy at this store. The general manager, Jacob Moran was called because we were upset about the lie we were told. Mr. Moran spoke to us very condescending. After I told him we were told it was returnable for store credit only his response was "he has no way of proving that". I said there were 2 of us that heard that and the salesperson was working currently He said this is our policy. I asked for his name and he said "Ill do better and give you my business card" He almost threw this card at me and turned around and walked away. BUYER BEWARE. This store is one big lie. read more

Wish I would have read these reviews before purchasing. While the prices are good the customer service is terrible. I was given a date for pick up in Fort Mill, got there and they said the sales person gave me the wrong date and the couch wasn't available. The distribution center said they couldn't help me so I had to go back to the store where I demanded free delivery which they did give me and scheduled the delivery. The delivery then was rescheduled 2 times after that. So now we are on date 4 where the window they gave me was 12:30-3:30, no one shows up so I call and they inform me that they are 90 minutes behind schedule but never had any intention of calling and telling me that. I couldn't wait and was told they would call me on Monday to reschedule. Not shockingly I heard nothing and made the call to reschedule, 2 more weeks until they can schedule the next delivery. So still sitting on a couple chairs and maybe I'll see my couch almost 2 months after the date of purchase. There sales team and distribution teams clearly don't talk and the people employed are clearly not given any authority to truly handle customer complaints. It is quite possibly the worst display of customer service I have ever seen and will never purchase anything from Ashley Furniture again. read more