Worst experience ever! Ordered two couches and an ottoman. Delivery team forgot to load the ottoman and were not going to be back in our area for a full month! We had decided to purchase from Ashley based solely on the delivery date (we were hosting a NYE party and NEEDED the furniture prior to NYE). So, no ottoman for the party. Called customer service - they did not even offer an apology for the mistake! One week in - Couch #1 breaks. Call in a service call. All went well. Two months in - Couch #2 breaks. Call in service call. No one calls to set up appt. Call back 7 days later, on hold for 45 min (finally had to hang up). Call each day for 8 days and am on hold for such an unreasonable amount of time that I had to hang up each time. Day 18 from initial call in for service - I go to the store. Staff does not greet me, barely acknowledges that I am there. Only one person out of 8 that I counted has the ability to help me and that one person is on the phone. When she is available to help she has to call the SAME number that had me on hold everyday for over a week. She says "we are going to have to wait awhile". I explain that I am tired of waiting and she is kind enough to call on my behalf while I go back to work (note - this is the ONLY member of staff that helped in anyway at all). Later in the day a woman from service calls to tell me that all she can do is A) email the 3rd party repair company or B) Give me their number to call myself. No offer to call for me, no attempt to right the wrong (of having my service call go ignored for over 20 days). I have never had such poor customer service in my life. I get things go wrong but not one time did this store and its staff attempt to help or rectify the situation. They simply did not (and do not) care. read more

This company is shameful. We had a horrible experience from start to finish. We began our journey in store looking at furniture. We were harassed by our salesmen Matt N at the Ashley Henrietta location our entire stay. We were in the process of purchasing a large amount of furniture totaling over $2900. This decision naturally is not one that the average working couple can take without some consideration. Our salesman Matt would not even give us the courtesy of 10 minutes amongst ourselves to talk and think about our decision without coming back striking up a conversation in an attempt to speed up the process. business hours for Ashley are normally until 9 PM. We were at the store until almost 10 o'clock. The reason being was that Matt and his eagerness to get a sale managed to rush through our credit application process and a new system and glitch out our order. His supervisor had to step in and fix it and he was giving her push back the entire time. The other salesman were making off color jokes about Matt's in accuracies. After all this we still had to come back and re-sign our order because Matt has screwed up the order so bad that his supervisor couldn't close it all the way that night. This was on May 20. The next day my girlfriend had a very long shift and was going to come in when she was able to sign the paperwork as it was in her name. We made the mistake of giving Matt our phone number and he proceeded to blow up her phone with text messages asking why she wasn't there yet and why she couldn't just come in that second. The entire reason we had to come in a second time was because of Matt's original mistake. We finally completed our order and thought we were OK and that the rest of it would go smoothly. Fast forward three months and right before we were set to move we get a call saying that our order had actually been scheduled for a delivery date a week late and that it was delayed from that day even further. I had to make almost a dozen calls around the area in a scramble to get our furniture delivered on time. In the process we were given the runaround and even hung up on by Rob At the Henrietta store. The last solution that was provided to us by our corporate was to deliver half of our furniture that they were set them off and half of it a week later. We excepted with even more store credit then we had already received due to the original system screw up back up on the date of sale. On the day of the first delivery, our two delivery drivers rushed in with our stuff and did not assemble it all the way. We found a screw on the floor and the USB charging components of our nightstands were not installed but instead of hiding in their packaging in the drawers of our items. We paid over $100 for a delivery and installation. When we ordered our furniture we had requested that a particular duvet cover would be held at the store as that was going to be discontinued back in May. Matt agreed but come to find out Matt did not follow through and hold the item. After a conversation with corporate today, it turns out that not only did Matt not hold the item, duvet covers as a whole have actually been discontinued. We bought a duvet insert which was delivered to us upon the first half of our delivery and corporate told me today that that insert is not refundable or returnable. The rep who I spoke with today said she could not promise another duvet cover could be found so she said that there might not be anything we can do and we were out another $129 for product we now can't use. We are hoping that we get all of our furniture that is supposed to be delivered this week and that nothing else screwed up this process even more. I think it is an understatement to say that I would highly suggest buyer beware whenever considering Ashley is a furniture source. Is a good chance you will receive a headache from the time you walk in Until the time that you get your furniture delivered and installed possibly incorrectly. Steer clear of this company. read more

Ashley Store - Screw from one of the pieces due to incomplete assembly by the Ashley delivery team - Furniture Stores Near Me - Henrietta, New York

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We spent so much money on couches at this location that I'm not sure we will ever actually see. We have been lied to on numerous occasions about when they'd be coming. What is more upsetting than the delivery date that changes by WEEKS every time we speak to someone (which always comes after OUR outreach, not theirs, of course), is that when you're promised a call back, it never, ever comes. Doesn't matter if it's a store associate or a manger. At one point, my husband somehow ended up speaking to a mystery woman who identified herself as "the highest person customers are allowed to speak to at the store" (her exact words), he said was essentially assured that our order did not matter to her. I am thoroughly disgusted and I cannot listen to "it's COVID-19 delays" one more time because somehow, every other furniture chain has managed to maintain decency, customer service, and eventual delivery. Three months later and we haven't had as much as a nod of recognition that we were sold a bag of beans when our associate told us we could probably be looking at an October delivery. Zero stars if I had the option. Check elsewhere for your furniture needs. read more

This is by far one of if not the nicest furniture store in Henrietta. Anthony Trovato treated me like I was the most Important customer who had ever walked through the door. Directed me to every sofa in my price range and helped me get the most comfortable Sofa I have ever had. I could not be happier. He went way beyond the call of duty and never acted like a salesman and treated me more like a friend than a customer. I can't recommend this store highly enough. They have the nicest selection of Furniture (especially Sofas) that you could ask for .all at prices that don't break the bank. I went to every furniture store in Henrietta and this by far was head and shoulders the best. They put most of the others to shame and if you go please ask for Tony because he will go out of his way to make sure you get exactly what your looking for at a price you can afford. If I could give him and the Store 10 Stars I would. The BEST furniture shopping experience of my life. read more

Ashley Store - Saved hundreds on this couch, it was hundreds more for the same sofa at the big box furniture stores and it's incredibly comfortable!! - Furniture Stores Near Me - Henrietta, New York

This was our first experience in dealing with Ashley furniture. We bought a bedroom set and when it was delivered to us by an outside delivery company we noticed a nick in the chess and mirror. We told the delivery guy and he told us he just delivers and to contact Ashley. Immediately after the delivery guys left I proceeded to contact Ashley furniture. I spoke with the customer service and asked if I receive a delivery and am not happy with the condition of the furniture how long do I have to report it? I was informed 3 days.I proceeded to tell the Ashley representative my issue and I was transferred to another department and informed that once you accept delivery it is a done deal. I called the store to speak with my sales associate who contacted Julie a service representative who told me the same thing. I spent over 3 hours fighting with customer service on Saturday December 17,2016. Finally Julie agreed to replace the mirror. The catch is I would have to pick it up they would not deliver it when it comes in. As for the chess it has to be looked at by their " furniture specialist" since we accepted delivery. On December 21,2016 I called customer service again and spoke with Savanah and was told to have a repair guy come out to repair the chess. I did ask if the repair is not up to my standards what happens? Savanah told me that they would review the issue with me after the repair but the process was to send out a repair guy. Savanah informs me that she will personally follow up with me. Which to date I am waiting for a call back. December 27,2016 the repair guy comes to my house to make the repair. He takes pictures and submits them. I then get a call from Ashely customer service the next day ( not Savanah) and I am informed that the repair is up to the manufacturers standards. I informed the representative I am not happy with the repair because I can still see the mark and if the chess is to the manufacturers standards then they should come pick it up and place it in the showroom. I feel that if I am paying for a new piece of furniture then it should be just that. No nicks or repairs. I would have liked to have dealt with pleasant understanding representatives that did not read from a script. I firmly believe Ashley needs to stand behind their furniture and replace the chess that I am not happy with. I share this with you because customer service and standing behind a product is important. This was my first and last experience with Ashley furniture. Really think twice before you you spend your hard earned money I will await Ashley's corporate rehearsed response that they sell to individually owned stores. Just remember it is still the Ashley name that is being represented. read more

Mary Dakin was very helpful especially since it had taken me 6 years to get my mother to buy a new living room set and a lift chair which will make getting back up for her a lot easier she made sure mom would be comfortable in the sofas she chose no matter where she sat we will definitely be back for other needs read more

I went here to buy a sectional couch. When the couch was delivered it was not the color we told the sales person we wanted. After calling customer service several times and stopping into the store I was told there is nothing they can do because the sales person that sold me the couch no longer worked there. I was very disappointed in the way the situation was handled after purchasing a very expensive couch. I would not recommend doing business here! read more

I want to start with a major misleading factor- we purchased furniture from Ashley mostly because it 'was made in Wisconsin'. We were ok to wait for 2 weeks since the furniture needed to be made right here in the US. Guess what... tables from China and Vietnam, chairs from China... We still can't believe it! Among comparable options we wanted to support business in our country, not in China! It's hard to believe that Ashley lies right in your face- 0 stars. Quality - ok, nothing spectacular but not a disaster as well - 3 stars here Delivery was ok, there was a minor damage that was still not addressed - 3 stars Complains - Ashley settings prevents you from solving anything. In the store we were told that the central office will contact us and the central office ... sent us back to the store - 1 star read more

Very uncomfortable. I felt like they did not want our "kind" in there and that feeling was very palpable. I felt like there was a racial subtext to my experience in the store. My family and I are done with them. read more

We ordered a bedroom set back in March! Headboard with touch sensor light, footboard with storage, 2 bedside tables and 2 dressers. Delivery took almost 4 weeks. Once we got it our headboard the light was turning on by itself. They sent us the part that took two weeks, and a technician which took two weeks. He "fidgeted" with the wires and left. The light still turned on by itself. I called again and they said they would replace the headboard. It took two weeks to order the parts then 2 weeks for delivery. When they switched the new headboard they damaged they footboard, and the new headboard had the same problem, the light turned on in the middle of the night. I called again. I also found damage on one of the dressers. They said they would replace it again and the dresser. It was supposed to be switched today and the delivery men arrived and said a tech could fix it so there was no point in exchanging. So I now have to wait till Saturday to have things not damaged and working properly. It's been 16 weeks since i picked out my bedroom set and i have yet to use it properly. I am beyond frustrated and will never order furniture from Ashley again. Delivery takes way too long. If you need a technician it takes at least 2 weeks. read more

I purchased a $1,400 mattress with big expectations. At first, the service was great and I felt like they really wanted to help me out. Once they had my money everything changed. Two months after using my mattress, I began experiencing back pain every morning. I looked closely at the mattress to discover that where my hip lays, the mattress sunk In. I contacted the store who directed me to a 1-800 customer service hotline. A week later a technician came out to my home to take some measurements. The technician told me that the mattress sunk about an inch. A few days later someone from customer service called and said they couldn't do anything, and they do not accept returns. When I told her I was suffering from back pain, she said "you can't prove the bed caused your back pain" They won't take it back and they won't replace it until the mattress sinks another half an inch. Now I have to continue sleeping on a mattress that is creating pain and medical bills, until it sinks another half an inch. I work in the furniture industry and this is the worst company policy that I have ever heard of, and the worst customer service that I have ever experienced. If a company believed in the products it was selling, it wouldn't have to have a "no returns accepted" policy. Think about that! I will be sure to let all of my customers know they should avoid Ashley Furniture for any of their other furnishing needs. If you're looking for a good product, and a company that cares about its customer, avoid Ashley Furniture!! read more

Just bought a mattress and a recliner from Ashley. We shopped around for these items and Ashley had the best prices and service by far. Our salesperson was great never "stalking" us but being available when needed. Delivery was here when promised only problem now is fighting my wife for the new recliner. read more

I have shopped at both the Greece and the Henrietta stores. I LOVE Ashley! The furniture is gorgeous, so well made and they have terrific sales so it's a great value. I appreciate the patience of the sales associates at both stores as we couldn't make a decision and had to come back multiple times. We finally bought the most phenomenal leather rocker recliner and two seat reclining sofa for our living room. We also bought gorgeous chairs for the dining room (new house). Delivery was extremely professional and respectful. I couldn't be more pleased. read more

Let me start off by saying my girlfriend and I have been shopping around for furniture for our home for months. We walked into the Henrietta Ashley furniture and were met by Brian N. We were greeted, shown to the sectional area (we were looking for living room furniture) and he left us alone to talk amongst ourselves and picture what we like. After about 20 minutes of looking and walking around the store he came back. Absolutely no pressure at all we told him what we liked but we needed to go home and figure out if we liked it. The next day we went back. Walked int the door and were met by someone other than Brian. We asked for him and he came right out from the back. Gave us the best options for the furniture that we wanted and we bought everything for the living room. Tv stand, sectional, coffee table and end table. We then went home feeling that we had accomplished all that we had been trying to do for so long. Then we got home and I felt that something was wrong, the sectional was not going to fit. So we went back Wednesday and told Brian that it was not going to fit, mind you we have not gotten any furniture yet. Talked to Brian and we spent an hour reconfiguring our setup. He still did not hesitate and with no disgust helped us figure out exactly what will not only fit but what will suit us the best. I have not dealt with many furniture stores, but BRIAN and Ashley furniture more than exceeded my expectations. I will provide another review about delivery and install when it is delivered. Just ask for Brian N he will take care of you. read more

This Black Friday and any other time! boycott Ashley Furniture! Their customer service sucks! It's below parr! I've emailed the company about a complaint and was told that the Rochester Location is a franchise and I had to deal with them directly! Really? I wouldn't be emailing corporate if I hadn't tried dealing with them directly! short story - We purchased alittle over a month ago! the love seat support beam broke less than a week! contacted the store, I was told I had to take pictures email them and wait for someone to contact me! after emailing pictures I waited 3 days then called again! of course their excuses was they didn't receive my pictures? ok sent them again with a returned receipt that they did receive them and opened the email! not a dummy!!! I was told the parts are ordered and will take up to 3 weeks! ok so I lost my mind!!! asked to speak to the store manager and was told he only works mornings! what the f---K! I left a message still waiting for that call! about 2 weeks later we receive a box? Ok no call that parts were being shipped to the house no call o set an appt for repair? We had to call - you guess it lost my mind again! guess how long it took to get a appt for repair - 2 weeks! Nov 22nd - Steve took off work to met the tech because if it was me - it would of been ugly! Steve called to tell me that the tech arrived at 3 and left because he wasn't their! oh my god! I'm so done!!!!! We had some at the house waiting!!! She said she didn't hear anything! trust me with 2 dogs if you even sneeze at the door they go insane!!! They called Steve instead of me to tell him that he would need to reschedule? He lost his mind and told wait til my wife calls - she is angry and wants to return the furniture! So here I sit waiting for the store to open!!!! read more

When the scheduler called my husband Saturday, apparently it had ended up on a different truck and we would not be receiving it until Wednesday. When he asked for compensation they offered him either $150 off of our purchase or $200 credit. I found this ridiculous! Almost a week without a bed, in which we have to sleep on the couch and if we wanted a bed and went to a hotel that would cost us over $700 easily. I decided to wait to call back until it was delivered to hopefully receive a better resolution. The guys who delivered it Wednesday were quick, efficient and very professional, which I did appreciate. I called back to explain the situation to a customer service manager, she stated there was nothing else they could do but if I wanted to speak to someone else, she could have someone call me, so I did. When the next manager, Caitlin, called me I explained what had happened she also said there was nothing she could do. We went back and forth for 10 minutes about how this situation was a bit bigger of a deal than misplacing a dresser, we had no where to sleep for close to a week. She apologized but clearly could care less. She just kept saying they could not give any more, however I brought up the point that they were willing to give me more if it were store credit. If they can give it as a gift card, clearly they have the money and COULD give it as cash, but are choosing not to. After everything, she would not budge. I am glad we got something, but that was a poor business choice, why would we ever choose to shop there again. Aside from many family and friends having poor quality couches and tables (and Ashley giving them a hard to getting resolutions for that), they also wouldn't help us out for what we truly deserved when they CREATED the problem themselves. read more

**************************************************************** I need to post an addendum to my original review. (I am only giving a 5-star review because of the incredibly friendly and helpful folks I had the pleasure to work with. PLEASE read the original review below to fully understand who/what to expect at this Ashley location.) This recent experience deserves 6 stars, but I am limited to only 5. As you'll see reading the original review, I had a very good experience here, however after a recent second visit, I need to call it a GREAT shopping experience. I found a MUCH cheaper online price for my furniture barely a week after dealing with KAtelyn and the manager, so I decided to revisit this store. Fortunately, Katelynd was working and I also got the pleasure of working with a manager named Bradley. Long story short, Katelynd assisted Bradley in matching the online price (which saved me nearly $700), and he also helped me find my PERFECT mattress! I not only got the opportunity to save a lot on my sofa and love seat, but got more than a fair price on a king mattress, along with box springs, delivery, removal, and the pillows I fell in love with. Bradley did not try to claim he would 'meet me in the middle' (like the last manager did), but instead was very personable and helpful. He was not pushy at all and very patient and easy to work with (much like Katelynd had been all 3 times I was there); Bradley truly took an interest in what I wanted, and made it clear he cared about me as a person, not just a customer (like I felt with the original manager I worked with). I am so excited for all of my new furniture to be delivered in a couple weeks from Ashley.... And, I must say, it is all due to Katelynd and Bradley. Fortunately, when I stopped in after traveling and a very long day, I was able to meet with Katelynd had the pleasure of working with Bradley this time!! (unlike my original experience the first time, as noted originally). I've dealt with countless sales people, and I can't possibly recommend this tandem more!! I can honestly say that the next time I consider any furniture or decor for my home, Bradley and Katelynd will be my first (and likely only) consultation. Thanks Bradley for making this experience even better! ************************************************************************** read more

This place has very poor business practices. We went in to buy a twin mattress for our toddler who is climbing out of her crib. The salesman assured us more than once we would get it within a week, and we believed him. We had been thinking of getting a sofa bed in the future though it wasn't really in our budget right now, and we found one we liked. He said that would take longer, but assured us the mattress would be at our house within a week. Of course, their delivery setup was down when we placed the order, which it was the last time we were there, interesting, but he said they'd call the next day. When they called the next day as promised, it was a completely different story. The person said we wouldn't get the items for over a month. I explained to them the situation, and the woman just kept reading from a script. So we tried to contact the salesperson, who texted us that he would take care of it. Nothing happened. I tried calling the store and texting the cell phone number again, but no response for three days. I called Ashley, was on hold 10 minutes. They answered, asking for my phone number which I gave them, and they promptly hung up on me. They made no attempt to call back, so I tried again. I explained the situation, and told them that because of their dishonesty, I wanted a refund. They said they would charge a 12 percent restocking fee, even though it was still over three weeks before the items were scheduled. I told them this was unacceptable, but they said it was in the contract. I get it, but wouldn't it be nice to have some common decency, especially considering their system had been down, the salesman had told us we would get the item on time, and we had been trying to contact him since the 24-hour supposed grace period? Nope. She admitted that it shouldn't have happened, salespeople aren't supposed to lie or make promises they can't keep, but they are keeping 12 percent of our payment. How can we trust the furniture they sell if they are so dishonest? An example of a company with no set of business ethics at all. I almost laughed when at the end of the conversation, after I made it clear that we were done with them even if we had to pay the unfair 12 percent, she suddenly said we could get the mattress earlier. When I called her out on it, she claimed that it was suddenly available. Almost laughably dishonest. If I could laugh at losing a couple hundred dollars! read more

My experience will Ashley furniture has always been positive. -Excellent customer service, beautiful furniture, and professional sales reps. I recently just purchased an awesome oversized floor lamp, accents my home perfectly. Better than I would have imagined! They offered great financing options 60 days at 0% interest. I definitely plan to keep shopping here! read more

This is the first time i have ordered furniture. If you want to wait weeks for your full order, then place an order with Ashley. If not - move onto another furniture vendor. The only good thing about this store is the quality of the furniture, and that is if you receive it. I ordered a sectional, ottoman, dining room set, and two bar stool is August. My scheduled delivery date was 12/1 and I only received the sectional and dining room table set. On my delivery date a rep from Ashley called stating my bar stools didn't make it onto the truck but she would call me to schedule a new delivery for those. No one ever called me back. It took me two weeks and six or more different phone calls to finally speak with a rep at Ashley to understand what the problem was. Their customer service team is awful. He then assured me that he would call when the bar stools were ready for pick up... I paid for delivery, but he insisted they could only be picked up as they were entered as a picked up order. All they care about is your money. I paid in full for my order in August and to this date, keep having to call Ashley back because they do not have the curtsy to call me. To this date, I still do not have my bar stools and do not know when i am going to be receiving them. In addition, when reaching out to the salesmen, Matt, he stated there was nothing he could do as the order and issue is in the hands of Ashley, rather than their franchise of the company. Once again, all the salesmen at Ashley care about is making commission off of your purchase. Hence why they do not suggest giving you some or all of your money back for the hassle. Also, their delivery vendor was unbelievable. Out of the two men, one was miserable and did not look at you or respond when we asked him to place the sectional against a different wall. He also scratched up 4 of our freshly painted walls and did not even apologize or point out that he had done so. My sister works for a furniture vendor company for commercial companies and said she has never encountered such rude, uncaring, and unprofessional individuals in her work time. We only went with Ashley because they had the sectional that I wanted. Don't settle for one company just because they have a product you want and love... read more

This store is horrible. The sales people were very rude and lied to us about the price. When we questioned it during purchase they told us that all prices quoted are estimates. When we were filling out our paper work one of the sales girls had the nerve to tell another sales associate that she was refusing to help a group of older ladies that walked in because she didnt want to deal with "old people", she was standing right behind me and did not even try to hide her comment. The whole place is very unprofessional. On top of it all we were told 2-4 weeks for delivery and it took over 7 weeks! DO NOT SHOP HERE!!!!! read more

While we had a decent experience at the Henrietta location in general, this company is a nightmare to deal with regarding delivery and actually being able to get what you ordered to you in a timely fashion. We ordered a living room set (sofa, love seat, and recliner) in very early November and specifically ordered the ones that we did because it WOULD arrive to us before Thanksgiving. When we got the first phone call from the delivery center, they told me that only the love seat and recliner were going to be delivered the Tuesday before Thanksgiving and the sofa wouldn't be available for delivery until the Wednesday after Thanksgiving. Not happy, but ok. Keep the old sofa for an extra week, no huge deal. Then, I don't hear from them by the Wednesday that they told me they were going to deliver the sofa, so I call them. They tell me that they can't schedule delivery until December 18th, and then she tells me that she's not even comfortable scheduling it then because it shows in her system that the manufacturer is completely out of stock on the sofa. I get a little angry... So she tells me to give her a little while to track one down and she will call me back. So about 2 hours later I hear from her again, and she tells me that she found one on another customers order that they can pull from them to send to me because these people bought theirs after we did. We go ahead and setup a delivery date for December 10th. Now, I get a call this morning that they have to reschedule the delivery AGAIN because the manufacturer won't have them ready and they need to reschedule us for Desember 29th... UMMMM... NO!!!! We already gave our furniture away because we expected the delivery LAST Wednesday! She tells me how sorry they are and that she can give me a $50 GC for the troubles... I told her that a $50 GC doesn't get me more seating in my living room for Christmas!!!! She apologized yet again and I told her I would have to call her back. I AM SO UNHAPPY WITH THIS COMPANY!!!! DO NOT SELL THINGS THAT YOU CANNOT DELIVER!!!!!!!!!!!!! read more

I purchased a bedroom set in February 2018. Sales guy told me the bed would be delivered in 3 weeks. The day before the bed was to arrive I called to see if i was still going to receive my bedroom set the next day. They said yes between 8-12. The next morning at 830 they called and said the whole bed was not received so they were going to reschedule. I had already taken the day off from work so I asked them to deliver what they had. Delivery included dresser, night stand and chest. Reschedule to get bed, delivery included headboard and frame w/o footboard with drawers. Rescheduled delivery included foot board with dresser drawers but drawers squelched when opening and closing. Call scheduled technical visit, technician said drawers were installed with out proper brackets. Called service dept said they would deliver the parts to me and when I get them schedule a appt. called two weeks later to see status of parts was told it was not ordered. Three days later parts show up and I called and scheduled appt. The guy shows up tried to install parts after one and one half hour he tells me the drawers are worped and have to order new ones. He left parts all over the floor. So after 6 days off from my job to get a bedroom set installed. I will never buy anything from this company again. I have requested to speak with management multiple times for them to tell me they are management. It's July and this bedroom set is still not working properly. read more

The salespeople in the store were fine.We made a decent deal and I would have given them a one star rating had it not been for them. But after waiting for a few weeks for delivery they delayed it two days before the scheduled arrival. Of course we had already made arrangements to take a day off of work and get rid of our furniture that this was replacing. So I bit the bullet and said ok. We were told it would be just over a week later. We got an automated call saying the delivery was on but we should call to confirm. We took yet another day off of work to be home. I called the following day to confirm and guess what. Only half of our order was ready to be delivered! I complained this time. They offered $50 off of about a $2000 order and we would have to waste yet another day of vacation and live without furniture for more time. I said no way. Then they offered $100 store credit. I said I won't be shopping there again so they can keep the store credit. I said they have to do better than that or I am canceling the order. To make a long store short, the order was canceled. They tried to tell me there was a restocking fee!!! WHAT????? It never left their stockroom! I am still waiting on the 100% refund I had to argue to get them to agree to. I will never shop here again and if I don't see the refund very this week I will be forced to waste more of my time working with my credit card company to refuse payment to them. read more

My husband and I had picked out a living room set at Raymour and Flanigan and felt that we needed to price out all the other stores before we officially made our purchase. We came here on 11/30 and worked with Jon and the manager. We found a similar set, but it was twice the price. I was ready to walk out but after them taking the time to explain the difference in quality and customer service that they could offer over Raymour we felt it would be a better decision to buy from Ashley. We went ahead with the purchase and were told 2-4 weeks for delivery. I was completely bummed because I always hold off on purchases until we are 100% able so I was hoping to get it much sooner, especially since Raymour said it'd only be 3 days. Still, we were convinced it was worth the compromise. The following day I received a call that the earliest delivery date would be Jan 13th (44 days later). I was very upset to say the least and the woman decided to offer a $75 cash compensation or $150 store credit, which by the way buys you nothing. Did she really think $75 was going to make me feel better after making a $5,000 purchase? In fact, it only infuriated me more since deliver was $200 alone! It was a complete slap in the face after we had the pep talk from the employees at the store the day prior that their customer service was the best. Now, 2 days later and numerous wasted phone calls, the have increased the compensation to $200 cash which again, is nothing in comparison to the half the price set at Raymour. Let me not forget to mention that the initial phone call came in more than 24 hours post purchase so I couldn't cancel without paying a 12% cancellation fee. I didn't think to question the salesman about delivery because who would think it should EVER take longer than 4 weeks. I'm angry that I've wasted so much money and time. I haven't even gotten the furniture and I'm already appalled with the customer service. I'm dreading the next 5 years worth of coverage and having to communicate with this company (yes, I was convinced to buy the added protection plan). Never, never again will I step foot in an Ashley Furniture. read more

I spent a long time in the store to buy a mattress. Only one person working in the payment area and had to wait while multiple people in front of me paid. Should have left then. Was told by the salesperson I would be contacted to set up delivery, which would be within a week. Received call the next day to set up delivery. Over a month later. Explained that I was told by the salesperson it would be delivered within a week. They did not seem to care what I was told and said the first available delivery was over a month away. I immediately canceled the order and went to Raymour and Flanigan where they have next day delivery. Not sure why anyone would buy here and wait that long to get their mattress. Still waiting for the refund although I cancelled the order within 24 hours of purchasing. Not sure why it takes up to 10 days to refund me. First and last experience with this store. read more

Our experience at the store was just fine even when talking to the assistant manager about how we hated our sofa and chair. After a month of normal non abusive use it was deteriorating. I called and was told to call and use the manufacturers warranty which I did, she sent us materials to have the tech come and "fix" the sofa basically rebuilding the whole thing instead of replacing it. I was told this was the first step. Well the guy never did replace everything sent to us but did come and do one thing. It never was as great as the showroom!!!! Recently we talked to the assistant manager at the store and he was very apologetic and referenced keeping and being proud of their BBB rating and making customers happy and said they would do something. Well got the call from someone after that stating warranties and mumbo jumbo and I sternly said how unhappy I was when I saw they weren't going to honor the "we'll do something to make you happy" speech. I will never buy furniture there again from this experience. Sad we spent $2,000 just to donate it to Amvets and go to buy a good and sturdy set we can actually sit on without causing discomfort. read more

All their stores are beautiful and enjoyable to go into. I have purchased a living room set and dinning room table and chairs from them in the past. I purchased a warranty on every item i have ever purchased from them. All pieces have worn at an unbelievable rate and have had no luck having our warranty honored. My poor decision to believe them that they would actually honor it after the first purchases. Warranty is a joke, quality is just as bad, if not worse. The "leather" on my recliner is peeling...PEELING. The end tables we purchased have the veneer peeling off, the couch cushions on the back ripped away from the couch, dinning room table is ok, but has water stains which should be covered under warranty. Unfortunately, after you make your claim, you just have to wait 6 months for them to decide if it is covered. Its been over 6 months, every time we call, its another 6 months from then. Pathetic operation. read more

This review only gets 2 stars because the customer service was great. We got a call saying that our chair was in and that we could pick it up. When we got out there with our trailer and all, we were told they "couldn't find" our chair. In the 2 days since it was delivered, they have managed to lose it. The woman in customer service was very nice and offered free delivery and 20% refunded to the price of the chair (which ended up being a little over $100). They are speeding up delivery for the next one (we waited 5 weeks for the first one) and will deliver on a Saturday (because we are not taking time off of work for their mistake and I have heard that their delivery is unreliable... which is why we opted for pickup in the first place). I'm not quite sure how you lose an oversized chair, but Ashley Furniture managed to do just that. While the customer service was very apologetic and understanding, I would not risk this "mistake" happening again. Go next door to Value City- we bought our living room tables and TV stand there- it came in quickly and has been great. read more