I paid $4100 for a couch that lasted a little over 6 months. The staples started pulling away from the leather. The springs are dislodged on the armless sofa which now can no longer be used. Not only is the furniture extremely poor quality, the service is terrible as well. read more

never again purchasing from them i purchased some couches that came with lamps a rug and 2 side tables and a center table!!!! it has been 3 months and i am yet to receive my tables!!!!! never again!!!! if i would have known i was gonna have to wait 3 months i would have never purchased from them !! read more

I bought my furniture at the south Austin, TX location. I've just declined the third (or fourth) replacement delivery from Ashley Furniture. I'd give NO stars if that were an option. The first delivery left me with a leather console love seat with one side tilted and leaning to one side. First someone had to "evaluate" it. Then they wanted to FIX my new piece of furniture. No one sets the "fix" appointment but a large box shows up on my door step and sits in my house forever. I was fairly frustrated by the time I got customer service people, they decided to replace it instead. (You have the "option" to keep your place in the phone line, leave a message, they'll call you back. Except they don't.). I've now had a sofa delivered with the same problem of one side leaning, another with staples poking through the leather and today, the top stitching is undone! At least twice I was told it would be checked before leaving the warehouse; but it always gets unboxed here, oops. They'll call me on Monday, can't do anything before then. I am hoping to get my money back and start over elsewhere. Customer Service - Zero Stars, Quality and Craftsmanship - Negative Zero. So disappointing. read more

I purchased a sleeper sofa one year ago and it has broken in the exact same spot 3 times since delivery. The first time was just a week after delivery. The customer service staff and managers refuse to let me exchange the sofa...they are blaming me for poor in home use. I can assure you all 3 times have been from normal everyday use that any couch should be able to withstand. I have been a loyal customer up until this point. It is very disappointing to experience a national company unwilling to keep their customers happy. read more

Ashley Furniture is a joke! I have moved from an on campus college apartment to an off campus apartment. I had everything scheduled to be delivered the same day I moved in so that way I would have furniture to sleep on. It is now a month later and I still have yet to get my bedroom furniture. First they told me that our numbers were entered in wrong so that caused it to take longer. Then day of delivery they called and told me my furniture was damaged, now I am suppose to get my furniture tomorrow. I call to get my time frame of delivery and they inform me that they have no record of my delivery date! I had just called them 2 days before to confirm my delivery and the lady told me I was good to go. This is a huge inconvenience considering I have had to sleep on the floor for the past month! They have lost my service along with every one I know. Save your time and find someone else to order from! read more

First time buyers at Ashley Furniture. I am writing this review based upon our exoerience with the our purchase and delivery. Our salesman, Joshua Pulley, introduced himself and then lead us to the area of furniture we were looking for, recliners. He explained how to read the pricing and also explained they will match if lower on their website. He then gave us time to look on our own and didnt hover over us. We met up with him then and told him we would be back next day to purchase. When we went back he remembered us. Chair was $50 lower on website and they honored just as Josh said they would We were able to get delivery set up within two days. Delivery department...which was updated.. kept us updated on delivery. They call afternoon before and give you two hour delivery window. Furniture on truck was secured in plastic and box. Delivery persons very friendly and careful with handling of furniture. read more

I went in to Ashley to buy furniture for my Living room/Sitting room on March 9, 2009. I was told I could pick up all my furniture on March 22nd. When I called on the 21st to check if it was in they told me everything was ready but the couch. I was furious that NO ONE had contacted me. I went back to the store I had purchased from to one complain. I had my dad come in from out of town to help me pick up this furniture that was not all ready... So I was told I would get free delivery and they would accommodate my schedule... I then purchased more furniture thinking that everything would go smoothly! On Monday March 23 I get a phone saying they are going to delivery all pieces on March 26th which was not what was discussed on Saturday I then call the store and they assured me it was scheduled for the 25th of March... I then get another phone call saying it would be delivered on March 25th between 11 and 2 again that was not the time I was promised on Saturday... I called the store again. Can you see now where I am frustrated!!!! They again assured me things would get fixed... So Tuesday March 24th comes and I get 3 calls confirming that everything is good to go... Each time I asked are you sure they are not going to call and say something at the last minute. Again I was promised everything was good to be delivered!!! Come 5:00 pm on Tuesday afternoon I get a phone call saying the Love seat is damaged and they are not sure when they will get one they think it will be on the 31st of March but not guarantees!!! At this point I am FRUSTRATED to the max!!! I go back to the store!!! NOT HAPPY! They tell me they will give me $100.00 dollars off... COME ON!!! I just spent $2657.15 in this store and that is all you are going to do!!! My question to Ashley is okay the Love seat was good to go on Saturday but come Tuesday it is damaged then on Saturday the couch was not there... What story is it... I have been getting BS from day one... Then they want to make 2 delivery's out to me and I am suppose to wait around until you call to tell me when you can be at my house! I would have to take off twice to have my furniture!!! I purchased this furniture in the early month of March so that I wouldn't have to deal with this at the end of the month due to my daughter have a major surgery and then they tell me well we may have the love seat on the same day as he surgery... What mother wants to be dealing with this BS when she is suppose to be dealing with her child... I was hoping that my furniture would be done and in my home before this as well as EASTER!!! You people have made this the worst experience EVER!!! Not only was the SALES experience HORRIBLE but the customer SERVICE is about the same.... This was my first time to ever buy furniture for my NEW home and it has been ruined. Buying furniture was worst then buying a NEW HOME!!! At this point I still have NO furniture and you people could care less!!! I have family and friends that have thought about buying from you and after I share my story I am sure they would go else where!!! I plan to blog about this as well as let every one else in AUSTIN, TX know what a horrible experience I had and how you people could care less if you lost a sell... This letter/note will be all over the WEB where there is a place to rate us company!!! I hope the owner is proud of the service you people provide for his/her store. Instead of making a customer happy you would rather refund the money!!! The market is bad and yet you would rather lose a sell... I went in there to spend money and in less then a month I walked out with nothing!!! The least you could of done was offer me other furniture that was AVAILABLE or give me a better discount! Considering I had been waiting 2 and half weeks!!! I hope no one ever has to go through what I went through with you people!!! VERY DISAPPOINTED CUSTOMER!!! read more

Awful experiance! I will never step foot back in an Ashley store ever! Quality of merchandise is below par!! Save yourself some hassel and run the other way from their doors.. Purchased living room sectional on 11/5/11 along with a second order to be picked up on Sunday 11/6/11 that turned into Monday 11/7/11 due to paperwork mess up. That meant another trip from Manor Tx. to South Austin to correct their mess-up. My sons went to pick-up first order on Monday and as loading onto trailer, top of bar that was supposed to be marble, came off as it was only attached with 4 screws. My son called me to inform me of what had happened and that the store personal were just standing around talking instead of doing their job of loading the furniture. I spoke with the store manager who after a frustrating discussion agreed to cancel the order and stated she would have some one call me for a refund to my debit card, did not happen and I had to call them on Monday evening and had yet another frustrating conversation to get my refund. The customer servic lead wanted to credit the amount to my second order which I stated no to and that I was not keeping the second order, she then put me on hold then returned to do credit but did not cancel the second order and apparently did not document the conversation. I called store later in the week to confirm the cancellation only to be told it was past the 48 hour mark and I had to take the furniture. After a long week of conversations with rude salespeople and customer service representitives and supoosedly the issue going to a regional manager, I was still told I was out of the 48 hour window to be able to cancel an order that was still sitting in their warehouse! Was offered to be allowed to re-select something else in store but if I did not want current order due to concerns about quality, why would I pick out something else? Did pick-up furniture on 11/18/11 only to get it home (after warehouse had only one man load it onto trailer) to unwrap it and find a nail sticking out the back of one peice and had put a hole in one section then stitching coming undone on another section and the upper frame broken on yet another section. I promptly called the store manager to complain only to be told "they only do sales and I would have to call another number to arrange for a tech to come to my home and repair the furniture" Repair time is set for 11/23/11, will keep you posted. read more

We went to the Black Friday Sale 2011. BEWARE of this stores Advertisements. There were approximately 60 people waiting outside the store since 3AM. The store opened at 6AM. They advertised $89 couches. Around 5AM the store Assistant manager told a few people at the front of the line they only received 4 couches. Around 5:45AM the store Manager came out and told all they ony received 3 couches for $89. VERY Disappointing! We were told by several people in the store they heard that several of the $89 couches were sold to employess prior to the sale. Beware and DO NOT waste your time shopping at this store!!!! read more

We bought a bed which was delivered and assembled by an Ashley "technician". 3 months later the foot board fell off. We discovered that the bed legs were upside down, so that the footboard was incorrectly attached to them. We took the footboard to the store. They refused to do anything and asked us to send photos to service department. Ashley now charges $50 for an inspection by their technician and we will have to pay for new footboard as other one is full of holes made by previous technician! read more

Don't ever purchase anything from this store on their credit plan! They offered me a credit line with 0% interest for a year, which I took advantage of and purchases a couch and bed and some tables, and within the following year I paid off the entire balance with NO late payments, and then at the end of the year they cancelled my credit account for no valid reason, which totally screwed up my credit rating. Sleezy, sleezy and sleezy are the three words I think of when it comes to Ashley Furniture. read more

We purchased a full living room set for a very large living room, sectional, tables, lamps, recliners, etc in July and it took until September to deliver after many calls to the DC. We then ordered a full bedroom suite and have had even more problems (still haven't received the furniture). While the in-store service was exceptional and they have no control over delivery, the customer service, guest relations, and DC are the most horrendous I have ever heard of or encountered. They tell you a date that your furniture will be delivered and then delay after delay after delay and lie after lie after lie. We got numerous stories from this delivery department... from "it is still being manufactured", "it is still on backorder", "it is at the wrong DC", "the store made an error and ordered from the wrong DC", "it is at the DC but that delivery day is booked", "I can't get in touch with the DC because they are closed on Monday's", "I can't get you scheduled on the truck for tomorrow". Then they just start putting you on hold and NEVER come back to the phone. They refuse to give you a supervisor and they hang up. The Worst Customer Experience Ever! -- Very Disappointed and still without furniture! read more

I have bought a Living room group.. and the couch and loveseat is peeling leather set ok. Dual Blend leather sets do not buy it peels like crazy. And all the stores like rent a center and other stores are selling it and not telling the truth about it. Two brothers sells it do not buy. And leather blended set. They will not tell you any thing about it. So on this set It's a (0) bad set. Ashley needs to not sell Blend leather furniture to any one. read more

Ashley Furniture is a big Joke!!! DO NOT EVER USE THEM!! The actual Store it self was fine. Good customer service Our sales guy was fine etc.. However unfortunately once you purchase your items it leaves the store hands and you are left dealing with Customer Care (out of state) My delivery was scheduled for Dec 5th 2015 no later then 1pm they would be there. Well I received a call from the delivery guy himself saying the truck had broke down. (contracted drivers by the way don't work for Ashley) saying they would be running late and not sure they would even make it at all. Well I am not just going to sit at home all day not knowing if they were coming or not. So I call customer care and they advise that they are getting another truck and will be there no later than 6pm now. Alright fine my whole day shot now. So I wait and wait and they finally arrive at 9pm. Of course they have a had a long day and are tired but that is no excuse for how careless they were in my brand new home. They were rushed. It was pouring rain outside, they did not wear shoe coverings and when I asked them to they acted as though they didn't hear me and continued to trample through my home and damage my walls and hand rails. I had a sectional sofa delivered and an entertainment center. The sectional was brought up in 4 pieces. As they needed to go upstairs I expected some damage. But not to the extent they did. I asked them to unscrew the legs of the sofa for a lil more room and maybe less damage to my walls with those off. Finally on the fourth one they did but all too late. I also had a shelf from my entertainment center missing. They noted that but of course not the damage. The next day I went to the store, emailed pictures to the store manager and responded to the emailed survey explaining how unhappy I was. I got no response. The store manager told me with it being a home repair issue I should hear from someone with 48-72 hours. Never heard a word. Keep in mind this is a brand new construction home only lived in 2 weeks prior. I called customer care and they tell me they have nothing from the store manager. I need to now open a claim. What? How can this be? I went into the store and already did all this. She explained I needed to redo. Great so now again I go through the whole deal and email pictures. Now I am told I will hear in 14 days. Nope 14 days came and went got nothing. Finally once I reach someone they tell me I need to take my time and get estimates for the repairs and send to them. I go back to the store angered at the fact that I need to take my time off work to meet with people and get estimates for something they did. They explain because they are in Texas it would be best if I find them because they don't know contractors in the area. Ok awesome so now more work for me and time off to fix their screw up! I get the estimates and submit them. Two just like they requested with once again my pictures. I have heard nothing for a whole month now. I have emailed Annaka Wright in home delivery care several times just asking for a confirmation that she received them. Get nothing back at all. Today I call once again and actually get her on the phone. I could tell in her voice she was completely thrown off hearing from me. She explains she is contacting a contractor to come look at the home. WAIT A MINUTE!!!!!!....... So before we couldn't get any contractors because they didn't know any in the area but now they do?????? What? When I asked this she had no response, talked in circles and I was told she will be in touch by end of day. We will see. This is almost April. All this started December 5th. They just hope if they ignore their customer complaints long enough they will go away. Well sorry this is/was a brand new home! I want to enjoy my new home and I will not stop till it is fixed. I have filed a complaint with the BBB and other site reviews as well. read more

DO NOT BUY FROM THIS COMPANY!!! 2 years ago I bought 3 items from my local store. The high top table with 6 chairs, a reclining sofa and a recliner. Let's start with the dining table and chairs. When the chairs were delivered there was a crack in the seat back. I had to drive it back to the store for replacement. Then when vacuuming the dining area I found screws. When I flipped the chairs over to see where the screws came from, I noticed that very few of the screws were tight. I tried to tighten them however the heads were stripped. Now the couch... The pout side parts of the couch reclines. The middle section does not. The 2 side sections lean at at 20 degree angle. We are not heavy people. This is just cheaply made. Lastly... The recliner. The recliner has now slipped off track. You cannot shut it if you open it. The metal is very soft and we are unable to get it to or function correctly.... I will NEVER shop at Ashley furniture again. If I go to a store that sells Ashley, I will tell them I don't even want to look at that brand! read more

Horrendous experience and it's on going. We ordered a full 14 piece living room set and an additional chair to match at the beginning of August. We scheduled delivery for Sunday Aug 21st. Our delivery has since been reschedule not once, not twice, not even three times, but FOUR times now. Still given "estimated" dates of delivery and no genuine expectation as to when we will receive our fully paid for furniture! Utterly unacceptable, I've contacted their customer service each time we received word that we were being rescheduled AGAIN, because of course they NEED to deliver on weekdays and my husband and I both work Monday-Friday, so we have had to take time off, rearrange meetings and other various appointments to accommodate their schedules. Customer service is poor, they really couldn't care less about 1. getting our furniture delivered, 2. about the frustration of rearranging your scheduled 4 times! or 3. the loss of earnings, etc. which results from taking time off work! I am going to contact the store once more this evening and insist they deliver this weekend, if i'm unsuccessful i'm planning to cancel my order entirely. I've shared this experience thus far with all of my work colleagues, all of whom as 20 something's and starting to get on the property ladder. Needless to say, they all agree they will be shopping else where. I still require some furniture for my newly purchased home, including a new dining room table set, but i certainly won't be shopping Ashley HomeStore again. That's for certain! read more

Horrible experience. I have been given the runaround for a week. I recently ordered a mattress that needed to be delivered to another state. The manager on duty (LEBO), the sales associate and the check-out processor assured me that my delivery would be properly logged in the system and that my delivery would happen as discussed. I have now spoken with 6 different people, both at the store and the customer service office who are all apparently unable to resolve the issue. I have been lied to from the beginning. Poor customer service and poor willingness to compensate my time and frustration. Do not shop at this store. read more

Ashley Furniture is a JOKE!!!! I was so excited to purchase a sectional from what I thought was a professional furniture store, however I was unbelievably wrong. My sectional was delivered a few weeks after visiting the home store with a promise that the wedge part of the sofa would be delivered shortly after (no longer than two weeks which is ridiculous for such an unimportant piece). Nearly 2 months later, after the delivery date was changed MANY MANY TIMES, the wedge was FINALLY delivered. There is no way to contact customer service; their number states locations, basic info and not much more... you cannot speak to a rep unless you visit the store. Once Ashley has your money, speaking to anyone in the store is pointless because the delivery is "out of their reach, they only sell the furniture". PATHETIC! I found out Value City had the exact same sofa for almost $600 cheaper and free delivery. Had I known this a little sooner I would have returned the sofa to Ashley and repurchased it from Value City for a better experience and lower cost. NEVER WILL I EVER STEP FOOT INTO AN ASHLEY FURNITURE LOCATION AGAIN! They take your money and deliver you shitty products at their leisure. Go to Value City and take advantage of their lower prices and free delivery! read more

Our latest experience with Ashley HomeStore will be our last. Delivery was a nightmare. First the scheduling methodology is terrible, you choose a day weeks or months out and are given an 8 hour window, almost no weekend dates are available. On the day of delivery they claim to give you a smaller 3-4 hr window. So if you actually work forget about this being convenient. The first delivery had to be rescheduled. Then upon delivery (months later) the workers destroyed the furniture beyond repair trying to assemble it. They then proposed restarting the entire cycle which would have put us at beyond 4 months from when we originally ordered the furniture. We opted for a refund, which I had to call them not once but twice to actually get. Finally when they issued the refund they promised to send a gift certificate which they never delivered upon. I wouldn't take furniture for free from Ashley based on the delivery service. read more

We just purchased a beautiful Bedroom Set and a King Mattress to go with it! Upon reading REVIEWS on ASHLEY FURNITURE on different SITES, it was ALL ONE STAR RATING! I am now very very WORRIED with all my purchases done on 9/1/18! It is not even 24 hours from the time of purchase, but with their All Sales Final, there is a Restocking Fee of 25% once you cancel a Purchase! I find this ridiculous, when it has not even left their warehouse, not even probably received by warehouse.....I have also read DELIVERIES are FOREVER in WAITING! Items purchased and DELIVERED are NOT COMPLETE! My gosh, I should have READ REVIEWS before going to this Store. We still have other purchases lined up for Monday, I WILL DEFINITELY CANCEL THOSE PURCHASES! Thank GOD we have not signed the papers yet.....Is this really how they run their Business? Very inefficient preparation of items to be delivered? Going back and forth to deliver the missing parts or items? Deliveries take forever? Customer Service very bad? QUALITY IS ALSO VERY BAD and CHEAP? OMG!!!! I am panicking right now, I do not ever want to experience what a million reviewers experienced. Today is my first time to enter Ashley Furniture store. With the VERY BAD REVIEWS, this might be my last to enter the store, and I am hoping my purchase will not have any problems when delivered! REVIEWS are very helpful because they TELL THE TRUTH! I hope ASHLEY FURNITURE OWNERS look into these REVIEWS and do something about it....PLEASE tell your people in charge of deliveries to take PROPER and EXTRA CARE with the furnitures being packed/unpacked for deliveries...Where is YOUR QUALITY CONTROL? Do you stand behind your customers if there is a problem, or you just have the I DON't CARE ATTITUDE as what most reviewers said? A Lot of people are complaining with their furnitures having scratches, some complain about the termites in their furnitures too.....Oh my Gosh! read more

I purchased a recliner last week on Monday. I received an automated call on Wednesday which explained to me that I was scheduled for a Friday delivery from the times of 12:30 - 3 PM. It then ends with asking me if I want to confirm this time frame to press 1. I did so, and the automated response came back with thank you for confirming Friday.... and then it hung up. I receive a call on Friday at noon telling me that I never confirmed and therefor I was removed from the Friday schedule. I explained that I did confirm, I told the lady word for word what the automated call asked me to do and she puts me on hold which in turn disconnects us after around 5 minutes. I called back, explained I was put on hold and was told to hold again in which I was once again disconnected after about 5 minutes. I finally got a hold of someone after many attempts on Monday the next week! I was then told that I would be scheduled for delivery on Wednesday from 10 - 1. So now I have paid $65 to have this recliner delivered, and will lose more time away from work. I asked for some kind of compensation, perhaps the delivery be refunded considering it was their mistake in the first place only to be told that it is basically my fault because they left a voicemail on my phone the day before the delivery. I can attest they left no such message and to me it was a cop out excuse. I happen to be a customer that until now has bought all of my furniture from Ashleys over the past 15 years. We have bought a full bedroom set, a full living room set, and when I say full, I'm talking everything from entertainment center to sectional couch spending well over $8,000 at Ashleys. I will never step foot in their store again. read more

I am extremely disappointed with Ashley Furniture and how poorly the customer service handles issues. I received a delivery from Ashley on 11/15. One of my items was a floor lamp. The delivery men told us they do not put them together and we would have to do this ourselves. If we had an issue, we would have to call customer service. When I put the lamp together it didn't work. I tried several outlets and light bulbs to make sure the issue was indeed the lamp. When I called customer service, they told me that I could not receive service on the lamp and there was nothing they could do. When I asked to speak to a manager, the rep said the store can offer me a floor sample but I would need to go pick it up. I insisted on speaking to a manager because I paid full price for a lamp that does not work and accepting a floor sample is not fair to me as the customer! The rep said they will have a manager call me. I CANNOT believe how unapologetic the customer service is to customer issues. It's completely unacceptable! Ashley really needs to look into how they handle and resolve their customer issues. I am still waiting to hear from a manager but I am convinced I will NEVER purchase from Ashley again! read more

If I could leave no stars I would. I purchased a dining table set from Ashley Furniture online a while back. Took way to long to deliver, and when it did the packaging was in shambles and barely held together by the tape. The table top had a smashed in corner, and broken wood pieces were hanging from the underside of the table. Nails and staples were hanging loose from the underside of the tabletop causing risk of injury during unpackaging. One of the chairs had a leg cut shorter than the rest resulting in an unintentional rocking chair. I emailed a customer service rep via a link from the purchase site to try to have replacements or replacement parts sent out in exchange for the broken ones. I had no problem giving them back their faulty furniture. After 4 days I finally got a response, and thus began the biggest headache of my life. I had to provide photos of the damage (which I have no problem with), but then came the need to prove I actually purchased this garbage in the first place. That's right, I was called a liar and told that I never purchased anything from them in the first place. I sent photos of the invoice and everything, but these people didn't care. They had no compassion from start to finish, and dug in their heels to try to avoid fixing this problem. They had their money, and as far as they were concerned I was just another statistic. Will not be doing business with them again, and will be advising friends and family to avoid them at all costs. Ashley Furniture, you will not survive if you drive away all your customers! read more

For about 6 months I had been waiting for a specific sale that Ashley Furniture had offered (and that my sister in WI was able to take advantage of). I've had an empty living room because I was waiting for this deal. I made the mistake of visiting the Ashley Furniture in Plugerville, which I cannot stress enough to stay away from. The service at this location is terrible in every sense of the word. They're pushy, unsympathetic, and unaware of good customer service. The Ashley Furniture in South Austin, on the other hand, is top notch. The interior of their store is much more pleasing and plentiful. The sales staff, including Javier Rodriguez, are knowledgeable and helpful. And the manager I worked with, Chris Baca, couldn't be more kind. He was willing to cut me a deal that was outside of the actual sale and in doing so he gained a lifelong customer. I'll definitely be coming back to this specific location for all my furniture needs. And keep this in mind, I live much, much closer to the Plugerville location, which is the only reason I ever visited that site. I now know that it's worth the hike to the South Austin location. Sadly both locations are owned by the same person. Hopefully he's reading this review because sir or madam, you need to know that all your sites should be using the South Austin location as an example of good customer service. read more

DON'T LET THEM DELIVER!! I tried to give zero stars but then I can't write comments. Let me start by saying we are very pleased with the furniture but the service (or lack thereof) was terrible! We visited a store while we were traveling and found the pieces we wanted. We later ordered online and paid for delivery. That's where we went wrong. First, they schedule deliveries without asking the customer for a good day/time. So we had to reschedule. After agreeing on a date, taking a day off work, confirming by phone, text, AND email... my order mysteriously got "kicked out of the system" so they never showed up! So we had to reschedule. We agreed on a new date but they never sent me all the time window confirmations so called in to confirm the delivery date after I noticed that my credit had been charged. (Their policy is to not charge the credit card until after you've taken delivery.) The customer service rep told me that according to their system we'd already received our furniture. So we had to reschedule. We finally received our furniture nearly a month later. And for our troubles they mailed us a $75 gift card. As if we would ever purchase from them again!! read more

My wife and I went to Ashley's on Sunday 01/26/2014 to purchase 2 bedframes. All was well and a pickup date was set for 01/30/2014. Ashley's has a 48hour cancellation policy, so I called on 01/28/2014 to confirm that our furniture would be available for pickup as stated in our contract. The warehouse/distribution center told me that 1/2 my order would be delivered and the other 1/2 I could pick up. So I went to Ashley's located at Southpark Meadows and asked an office employee for more info. She told me the distribution center confused me with another David Lozano and that my order would be ready as stated in the contract. I got a call this morning (01/29/2014), 1 day out of the 48hour refund period, and was told that my order would not be ready for another week. We got rid of our current bed frame last night in anticipation of picking up tomorrow. Long story short, I called the main office at Southpark meadows to complain and ask for a free delivery since they breached contract. The sales manager refused and instead offered me a $50 gift card. I will NEVER buy from them again. So I asked for a refund for the whole order and was refused that as well since the 48hour cancellation period was over. Bad business, bad customer service. The sales rep on the other hand was very nice-- management not so nice. The manager was an arrogant prick actually. read more

Don't buy from this store unless you really don't care about spending over 7.5 hours on hold. Trying to get your furniture. I bought 2k worth of furniture in May which they were happy to take my check it was delivered broken after waiting an additional 4 Weeks past the original delivery that was the thanks I got. Broken furniture and contracted delivery workers with attitudes. Then they told me it would be another month to pick it up and re deliver. When August 22 arrived the furniture didn't. Spoke with Mark the store manager who assured me he would follow up and get back with me for a 29th delivery. Never called me back. I confirmed on Wednesday a 29th delivery. Saturday came I called again and was told it wasn't on the truck. Customer care blames the store the store blames Customer Care who are a joke to say the least. I think they have the phone going to hold most of the day so they don't have to be bothered. Mark had an attitude when I called him on Saturday after being too busy three times to get on the phone with me. He finally was availed when I told his staff I would just drive down to the store. This store and their lack of customer care was ridiculous. But I promised Mark I would write a HORRIBLE review at least one of us does what they say. Ashley Furniture Southpark is the worst shopping experience I have ever had. read more

Ashley Furniture Homestore sucks!!! I purchased a bedroom set on March 1, 2012. I was guaranteed to have my furniture delivered on 4/2/2012. (over a months wait.) 2 days prior to my furniture being delivered, I received a phone call from customer service stating that my furniture was on back order and it would be delivered on 4/11/2012. I called this morning to confirm delivery and was told that yet again, they have to reschedule my delivery until 4/18/2012. I am pissed. I called the Ashley store at Slaughter lane and the guy that answered the phone was rude. I didnt appreciate his attitude at all. I was at the point, that I didn't even want the bedroom funiture anymore. I wanted a refund and was informed that I had only 48hrs to a refund an i could choose another set that was in the warehouse. I advised him that I would not dare choose another bedroom set. I would defintly have to wait another 3 months. I wish I would have went back to Rooms To Go, where I purchased my living room furniture. I will not EVER, I repeat Ever purchase anything from Ashley Furniture Homestore. read more

I wish that I listened to the reviews before I purchased two bedroom sets. I thought that the negative reviews was just a few unhappy people until it happened to me and I'm so filled with remorse that I purchased furniture from Ashley in Woodbridge, VA. I've had both sets for a just over 1 year any my daughters bedroom set is falling apart, the mattress is already flat, the paint on the dresser is pealing away and so is the paint on the bed rails. looking at the furniture you can tell that it was probably used before and painted over. The paint on my bedroom set if peeling and the mattress is half the size it was when i purchased it. I would never recommend this furniture store. Low quality, and their prices are not that low. I expected a higher quality than Value City furniture. At least if I purchased from Value City I would not have had such high expectations. Ashley is just a big name for a low quality furniture chain, on the same level as the furniture warehouse. Terribly disappointed!!!!!!. read more

This company doesn't even deserve one star. I ordered a table through them 2 weeks ago and still have not received it. It was supposed to come 2 days ago between 1:30 and 4:30. I got a phone call around noon saying they had trouble with the truck and the delivery might be a little late, but it should still be close to the same time frame. I waited around all day and never heard from anyone. I called customer service at 6:00 and waited on hold for probably 20 minutes. When I finally got to talk to someone, I was told the table wouldn't be delivered until 7:30. I had plans that evening, so I asked to reschedule and I was told that was not possible because my account was blocked since my delivery was scheduled that day. So basically they couldn't do anything to help me. The driver was supposed to call 30 minutes prior to arrival. I didn't hear from them until 7:15 and when I did, they told me the delivery could not be done that day. So not only did I cancel my plans for nothing, but my table was never delivered. I was told someone would contact me the next day to reschedule. So the next day comes, and I never hear from anyone. I received an email saying they rescheduled my delivery for Friday...without ever getting a phone call to ask if that was okay. Then, around 1:00 I got a phone call from a driver saying he was en route to my home for delivery...again without ever receiving a phone call asking if that would work for me. I was at work and nobody was home so I had to tell them to cancel that delivery. So I call their customer service line again to sit on hold for 20 minutes WHILE I'm at work and they basically tell me the same thing again...my account is locked because my delivery was scheduled for that day and I would have to call back tomorrow. I asked to speak with a supervisor because of the poor customer service I have experienced and the lady tells me she needs more details than that because a supervisor will not take a call that just says poor customer service. Then, I am told that there is not a supervisor available, but they can take down my info and one will call me back by the end of the day. Surprise surprise when I NEVER hear from them...again. I got a phone call from scheduling this morning and I got my delivery scheduled for next Wednesday because that is the only day I have off work next. I am still upset I never heard from a supervisor, so I called customer service again. I sat on hold for another 20 minutes. I finally get to speak with a supervisor and the only thing they offer me is a refund for the delivery fee. WOW! A whopping $69 back to makeup for the HORRIBLE service I have had for the last 3 days and I STILL don't even have the table. And that's not even the best part...they tell me the only way they can issue that refund is by store credit. GEE....THANK YOU SO MUCH! Give me store credit, so I can spend that refund back with you guys and deal with this all over again!!!! I paid with an Ashley Homestore credit card, so I ask why they can't refund that money on my card. The supervisor tells me the Ashley credit card basically isn't considered a real credit card because it doesn't have an expiration date. So I ask why I was required to submit all of my personal information to apply for said card if it is not a real credit card. He proceeds to treat me like I'm an idiot and explains to me how a real credit card works and what an expiration date is. I tell him I am well aware what a credit card is, but I do not understand how I can give out my personal information to apply for a card that isn't even a real credit care. So for anyone thinking about applying for their store card, they basically consider it a gift card. He has no explanation for me and basically says that the best he can do is send the gift card with the delivery refund on it. I have NEVER dealt with such HORRIBLE customer service. This was my first time ordering through Ashley furniture and I can tell you it will definitely be my last. I have worked in customer service for years, so I am normally a very understanding person. I do not write bad reviews until I give a company a chance to make it right. I gave them 3 days and 7 phone calls to do just that...and here we are. I had chairs picked out to go with this table I ordered...$800 worth of chairs. I also had 2 couches and another table set picked out that I was looking forward to ordering. They can forget all of that. This company will NEVER see another dime from me and I will make sure to tell everyone I know about the horrible experience I had with this company. read more

If you never need customer service, plan to pick up the furniture yourself, and enjoy being lied to, this is the store for you. The furniture is nice, the salesman was very helpful, & the delivery men were professional (when it finally arrived). Sound good so far? Just don't believe anything they tell you about delivery. And don't expect them to follow through on promises. If you tell them no one will be there on a specific day, expect them to show up that day. If a piece of furniture was damaged & not delivered with the rest, don't expect them to work with you on scheduling that second delivery date. Do expect to make at least 3 calls before anyone returns your call. Do expect to become so frustrated you say things you've never said before to a "customer service" representative. I made the mistake of purchasing their Montage Furniture Service, which based on their customer service so far will be worth about as much as the paper it's written on. As much as I like the furniture, I would never go back. Nothing is worth that much frustration read more

I purchased this couch TWO months ago from Ashley. It was scheduled to arrive 3 weeks later on December 17. It never showed up. No one could tell me what happened to it or where it was. I called the warehouse and they told me they would call me back. They never did. I called a second time, and the same situation happened no one could follow up or tell me what was going on. I called a THIRD time and they told me "Oh, it won't arrive in the warehouse until January 16." So I scheduled it to be delivered January 19. They just called me to inform me that they were unable to find my couch at the warehouse and that it was "Buried too far in the back" and were unable to load it today. They had to reschedule YET AGAIN my delivery date. For such a large company, this is unacceptable. At least keep your customers informed on the whereabouts of their purchased merchandise, if it backordered PLEASE let them know! Also, to inform a customer that their sofa was too far back in the warehouse to load into the truck to be delivered to them sounds extremely lazy and like very poor customer service. I will never purchase anything again from Ashley and will tell everyone I know to consider purchasing elsewhere as well. read more

Back in November I bought a dinning room set with an extra 2 chairs. I was given a received date of a week and 1/2 by the store. The night before my receive date I received a call that my chairs were not done and it would take longer. This happened several times causing me to not have a dinning set for the holidays. At the end of January the set came and the table was all scratched and one of the chairs was not finished so I had to refuse. While the delivery drivers were unloading one of my neighbors pulled up to pass and politely asked the driver to move the truck to the side of the road because he had parked in the middle of the street. He in turn looked right at her, ignored her and continued to pick up a piece of furniture and walk away. She asked him to move the truck again politely and he responded by screaming at her and telling her he would call the police if she continued to disturb him. I had to refuse the table and one of the chairs, I was told that I would receive a call back on Friday which I did not. My table and chairs finally came yesterday and I was told to call about my refund. The woman on the phone (Annie) told me she would give me $20 in a gift card to Ashley Furniture, when I asked to speak to a supervisor she refused. Apparently all of their mistakes was only worth $20 to them which they refused to put back on my card. I would never use them again, which sucks for them since I have a 5 bedroom house to furnish. Terrible experience, WOULD NOT RECOMMEND!!!! read more

I have been a homeowner for 39 years. Ashley furniture is the worst customer service I have experienced. I received a email saying delivery of my reclining couch and loveseat will be delivered between 9:30-1:30. Delivery came at 1:15, man said couch is backordered, only has loveseat. Never heard from Ashley. Couch came 6 days later, after sitting in warehouse, not backordered. I mentioned from the beginning I am having 40 people from my husbands work to our house for a holiday party. They did not put my couch on the truck until 5 days later. After party! Six phone calls, waiting 30 minutes on phone each time. Spoke to 6 different customer service, all were going to follow up, never called back. One even emailed the warehouse manager "urgent" and he never called back. Karen, the supervisor said she will ask "upper management" to refund delivery charge I asked for. She did not call back. She did mention, it is the holidays. TAKE NOTE ASHLEY. Christmas comes on Dec. 25th every year, be prepared! Monday, my new delivery day, I got a email with picture saying my LOVESEAT will arrive today. I have loveseat! I need the couch! which finally came. They were on time and early on charging my credit card for purchases though, no problem. Customer service; don't call me or respond to this email, as I don't believe or trust anyone at Ashley. read more

Bought a couch back in September. The staff in the store were very nice but that was where it ended. The deliver guys ripped the couch bringing it in then had no idea what to do and had to use our cell phone to try and call someone. Then we were told either we could accept the couch and they would send a part and someone to repair it or they would take the couch but it would take 2-3 weeks to get a new one. We kept it assuming it wouldn't take too long to fix. It took over a month and a half just to get the bag of fabric as the "part" they sent to fix it with. In this time I was told 2 different delivery dates, told they couldn't track the shipment and asked how my repair went that had not happened. As directed I called to schedule a repair man once I got the part and due to working regular hours I was told in mid November that I would not have someone out till New Years Eve (3 Months it was ripped). Eventually after not accepting that date they moved it to 12/10. They called twice this week to remind me that I had this appointment and to let me know they would call me the day before with a time, only to never call me with the time. To top it all off I payed for the coverage and warranty so if this is how they treat you when they damaged your furniture I hope I never have to see what happens if I were to need repairs. read more

Terrible customer service! The rep at the store got everything wrong! Our name, phone number, and delivery charge. I noticed the phone number and name were wrong on the receipt after we left the store so I called the delivery company to change it. The customer service rep on the phone was suppose to update our phone number. She added the correct phone number, but left the wrong one on their as the primary. When we called AGAIN after not getting a returned phone call as promised, we found out that they confirmed the delivery time-frame with the WRONG phone number AFTER we corrected it. Therefore, they just left the couch in the garage (luckily we had a general contractor there that day so they didn't just leave it on the driveway which I believe they would have based on the customer service so far). I wanted to be there for the delivery so they would place it in the correct place and I could look it over before they left to ensure there were no issues with the couch. I will NEVER purchase anything from this store again. read more

do not ever buy from ashely, poor quality and horrible customer service. horrible delivery as well and did not deliver within the 3 hr time frame. customer service can not give straight answers. it is 2 hrs past delivery time frame and still no delivery. called customer serive and they were so wishy wash and said they would call me back and that was 1hr ago and still nothing. on intial delviery they didnt even deliver all furniture and some of what was deliverd was damaged. never never never buy from ashley and i will be sure to tell everyone read more

This has been the worst experience making a major purchase in my entire life and that includes property and auto purchases. I have never seen a customer service team fail so spectacularly. Or a sales team be so misinformed/dishonest. I have never felt it worth my time to negatively review a business as I prefer to stay positive and understanding as things happen in life but, I would hate for anyone to spend the thousands of dollars I did to be dissatisfied and fustrated in the end over something most adults look forward to purchasing. I should have heeded the advice of the reviews. I purchased a full living room with Ashley Furniture cocktail table, end tables, lamps, love seat, sofa, recliner and area rug. That said you WILL receive broken and damaged items there delivery drivers WILL scuttle out of your home as fast as possible to ensure they do not have to process an exchange and if you do point out damage like a BROKEN LEG on a table you'll be told you can fix it. Customer service after quite a hold will force you email damage pictures and tell you a manager will review it possibly approve an exchange or not. Managers will not return calls and not because you are difficult to work with but because they have no realistic way of making things up to you; there customer service failures are systemic and repetitive. I ordered nine items and have now had four deliveries because of broken items. I have three kids and a dog I am not picky tables need to stand without falling and lamps need to work lol. We are not talking about a scuff on a table we are talking about lamps with no shades, tables that won't stand, broken glass and customer service that seems unable or unwilling to help. read more

My wife and I saw the number of less than stellar reviews for this store and only thought it was fair we include our experience. We walked into the store and browsed around a bit looking for a bedroom set. Eventually the salesperson Carlos walked up to us and said if we had any questions to let him know. Later we saw him again and asked some questions. We found a set we really liked and wanted to talk about it over dinner before committing. Absolutely zero pressure from Carlos to close the deal. Later dinner, we came back and purchased the bedroom set. He checked inventory and gave us a delivery date 5 days out. The delivery drivers showed up on time (they even had a website where I could track the driver all day and it updated the delivery time as the day went on). Upon arrival, the delivery team took a number of measures to ensure our furniture was handled with great care. They assembled everything on site and asked I inspect everything for my satisfaction (and it was all in perfect condition as I would expect it to be). We absolutely LOVE our new bedroom suite and the entire transaction from browsing for the set to actually having it in our bedroom was THE best furniture purchasing experiences we've ever had and quite frankly should be the example for which all furniture purchases should be handled. I should also mention that the furniture is great quality, drawers slide easily, everything is solid, and the entire set is beautiful. read more

While I have absolutely no complaint about the store or the service I received there, (since they are the only people I have dealt with that seem to actually understand customer care) I am so disgusted by the delivery of the furniture I bought and paid for and am currently still waiting on, that I will only say DO NOT shop with this company! You will find what you want and pay for it, but you will not get it delivered on time, if they do deliver it will be an incomplete order, no one will be willing to take responsibility for the delivery screw up and the "Manager" of the delivery services will tell you that you are being unrealistic and unreasonable when you try to get the furniture you were promised that day delivered that day! I took a full day off work, sat at our new house (which we have not yet moved into) from 11am until 10:20pm. I was promised that the missing piece to our living room set would be delivered on a separate truck by 9pm. This is only after the manager at the Southpark Meadow store called on my behalf and made arrangements for this, which was after I drove there personally to complain. It was 10pm when the delivery truck called and said he was 10 minutes away. Then at 10:10pm he called back to say opps google maps says I am 30 minutes away. Then when I ask where exactly are you and he tells me I realize that with construction on all the major highways, he is at least 45 minutes from where I am, assuming there are no traffic backups from the construction! WORST delivery experience ever and I still do not have final piece of living room set and will have to waste yet ANOTHER day off from work if I do manage to get it delivered. Stay Away is the best advice I can give!!! And seriously, the only comments/reviews here that Ashely even bothers to reply to are the positive ones that in and of its self should have been a BIG red flag! read more