Good selection but prices are very high and quality varies. Staff is friendly and helpful.

Liars and thieves!!! Purchased a sectional sofa for around $3000. Was asked if I wanted the "Platinum Warranty Protection". I said I did not. The salesman asked if I had pets, and I said I did. He said "you definitely want the platinum protection warranty as it covers any and all pet damage". So I ended up paying about $300 for the warranty. Low and behold, my dog put a small hole in the fabric when he jumped on the sofa. I submitted a warranty claim, and was informed that the warranty would not cover this. When I called, to explain that I was told that the warranty covered "any and all pet damage", I was told that the salesman shouldn't have said that and there's nothing that could be done. Will not issue a refund, even though the warranty was sold under a blatant lie. I will never again shop at Ashley Furniture. Crooked business, crooked employees, downright liars and thieves. read more

We planned to visit a few furniture stores to find a recliner that had to meet space requirements and creature comfort requirements and a price we could be happy about. We entered the Ashley Horseheads location and was greeted by Johnny Picarazzi. In a few words, we told Johnny what we were looking for and the space constraint we have. Johnny showed us the perfect recliner. He spent time measuring the recliner in the various positions. The sincere personality and excellent product knowledge of Johnny turned the first stop of the few we had planned into the only stop we made to purchase that perfect recliner. Thank you Ashley and Johnny. 5+ Stars read more

I would not recommend purchasing furniture from Ashley HomeStore and I see if I had checked the reviews first, I would have saved myself a lot of trouble! Shopping for the furniture was okay. Some confusing pricing in terms of having to buy expensive protection plans to get other things discounted and then having to make a donation to a charity to get another discount. Otherwise, that part was okay. Delivery of our furniture has taken a couple months and we have had quite a few problems. The actual delivery people have been nice though. It is hard to talk to anyone on the phone when you have an issue and you instead text with someone, which could be great, but isn't quite great in reality. The person I was talking to was not at all understanding my problem at one point and I requested to talk to a supervisor to which I was told that she was the supervisor. Of course all that does is say there is nothing you can do to fix your problem and when you spend over $10k at a company, that isn't what you want to hear. We purchased a sofa sectional, oversized ottoman, kitchen table with 2 chairs and 2 benches, 3 bed frames, 2 nightstands, a TV stand, a little cabinet, 2 pieces of art, 2 vases, and a wall clock. We had no problems with the sofa sectional. We received the wrong ottoman and managed to keep it looking nice with the tags still attached until it got replaced with the correct one today (several weeks later). We have no problem with our kitchen table, the chairs, or the benches. That is all really nice and functional. The drawers on one of the bed frames were installed not quite right so they feel like they will break. Customer service ordered new pieces and they just came so we are supposed to call for an appointment to have those drawers fixed. The nightstands are fine. The doors to the TV stand and the little cabinet were not installed quite right so they do not close. The 2 pieces of art are fine as are the 2 vases. The wall clock is huge and looks amazing but it does not work. This brings me to another aspect of Ashley's service that I *really* do not like. When I was chatting with customer service about how the wall clock does not work, I was told there was nothing I could do about it because it was from the clearance section as was sold as is. I was told the wall clock and the other art pieces I purchased were all from the clearance section. I told the customer service representative that they were not from the clearance section and that I picked them out from the main show room along with all of the furniture I purchased. I said I did buy 2 mattress protectors from the clearance section, but my sales representative got them from the clearance section for me. I asked how a customer would know they are buying from a clearance section if they were not in a separate area and didn't have special tags but were instead with everything else with a normal price tag. I was told the prices would have asterisks by them. I then found the price tag in question and my receipt and showed the customer service representative that there were in fact no asterisks by the price in either place. The representative then proceeded to tell me that she apologized if there was any miscommunication with our sales agent and she could not speak on a conversation that she was not a part of. At this point, I decided to give up and never shop at Ashley again! read more

Poor customer service! My daughter ordered a TV stand online and they sent wrong stand. Sticker invoice was right, but you could plainly see on the box that it wasn't what she ordered. When she finally got through on the phone was put on hold for outrageous amount of time. Customer service said they would send to have it picked up, but that she needs to wait til it arrives back to store and show they received it and then call back again on hold for a long time. Finally she was told they would return her call within 72 hours for which they still have not contacted her or returned her money or sent the right TV stand. I will certainly not be doing business with this store with customer service like this. It's been over a month now and she has gotten nowhere read more

Terrible experience from the salesperson messing up finance application cation resulting in a negative impact on our excellent credit rating to the back order on furniture that was in stock until it was time to deliver. Never will buy from them again read more

My experience was less than stellar at this furniture store. I came here after visiting a similar store not far up the road and was extremely disappointed in the differences. I walked in looking for a mattress, a saleswoman directed me to the back of the store where they hold all of their mattresses. She asked what type we were interested in, she started off saying the average was $2500 (not the first time I heard that). We explained we were looking for something under $1000. She didn't try to explain many of the mattresses, just picked up the price tags and everything was at least $1100 to $2000. Nothing under $1000 and when she did show us something, it was already sold - I'm pretty sure a floor model. She did nothing to explain the mattresses and the different types/feels. Delivery? Oh you know, 10-14 days. Nothing shorter. It didn't even compare to the other store who could deliver in a few days or sometimes next day. I wouldn't shop here again, the location is far back and a little creepy, the atmosphere just didn't make me feel comfortable buying anything; and it is extremely expensive. read more

Purchased a piece 3.5 years ago from them with a warranty. I called them because the material on the item is falling apart. They told me that the item is covered under a 1 year manufacturers warranty and that they wouldn't be able to do anything beyond that. The warranty, I was told, only covers accidental damage. I told them that a $1100 chair purchased 3.5 years ago should not be falling apart. I wish that I did further research on this company before giving them my business. I'm at a loss for words... I will never purchase from them again. read more

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What a disastrous experience. I ordered a new sofa that was on sale. Less than a month after delivery, I noticed the back support bar jutting out and contacted Ashley. After several phone calls back and forth with the repair company (and lengthy on-hold experiences), two nice gentlemen came. They turned it on it's side and pulled back the fabric. There were several large pieces of broken wood. It was also clear the wood is fastened is by large staples - no nails or glue. It was cheap and a mess. The repair techs said they could see it was definitely damaged prior to delivery. They recommended total replacement. Seeing what poor quality wood it was made of, I was certain I didn't want to simply replace it. I asked about a refund - and was told by three different people at the local store and at corporate that wasn't possible. I looked at other sofas for an upgrade and shopped with a friend who listened to the entire exchange. My questions were answered about sofa construction, leather, etc. I narrowed it down to one I liked that would be more than double what I paid for the original. Not fully certain I wanted to spend that much, I asked some questions. First, I was told that because I "activated the protection plan I bought" that I would have to buy another protection plan. I didn't activate it - it was clearly damaged upon delivery! Since the salesperson had to speak to the store manager to get an answer about that, I was disgusted with the manager's response. When I spoke to corporate they said that was incorrect - I would only have to pay the difference if the new protection plan was a higher dollar amount. I was also told by the salesperson that Ashley accepted price matching. I was warned that when I browsed online I had to take shipping fees into consideration but there were few other parameters. Well, I did that comparison shopping and found the new sofa I wanted for $300 less on multiple sites - from big to small retailers. When I called to provide those details, I was told they would only accept the match from "local" retailers who had a showroom. Or the match from the Ashley website (ugh - so lame when the same company competes). Well, I live in a small area with very few showrooms. There were no competitors with one locally. I can understand not accepting every online price match, but again - no flexibility whatsoever. No discount at any point was offered by the local store for the headache, the inability to price match, etc. to keep me as a customer. Corporate provided me with a $50 gift card after speaking to a manager - she indicated that was the best she could do. I don't want to buy anything new from Ashley, so that card isn't worth much. I'm prevented from using the original couch purchase money on anything other than a sofa - another way they lock you in and limit flexibility. Yet another way they lock you in - after the ability to reselect is put on your account, you have two weeks to make a decision. The corporate manager added a third week because of my frustration. Living an hour from the showroom and already feeling pressured into a decision, I was disgusted by this as well. You lose all of your money if you don't reselect in that window . I refuse to give Ashley any more money. Instead of selecting something a little more expensive, I've ordered an exact replacement. I'll sell it myself, get a little cash, and buy something I really like from a more customer-friendly company. Note: the local salesperson and both individuals I spoke to at corporate were personable and didn't seem shoddy. I'm just totally disgusted with their inability to resolve the situation in a way that was more customer friendly and took into consideration how awful it's been working with their company. Update: when I was called to confirm the delivery, they had my old address from 7 years ago (despite the latest delivery being to my correct address). They re-entered it. Ten minutes later they called back to confirm again - and when I verified the address, they still had it wrong! Then, when the delivery folks arrived with the new couch, it wasn't in their work order to remove the old broken one. Required more phone calls. Eventually they got the ok to remove it. I posted a very short review strictly of the couch on the Ashley website (where the average review is 5 stars) and they rejected it (I had attached photos). Clearly they reject reviews that are less than glowing. This company is joke. read more

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My family purchased a large sectional and matching storage ottoman from this store a couple years ago. We have had significant issues with these pieces of furniture - the cushions have sunken in, the fabric has torn and shredded in a number of areas (with lots of stuffing poking out), the cording around the cushions has broken and popped out in a number of places. The structural integrity has been compromised in numerous places (we hear creaking and popping noises in various spots). I have literally spent hours on the phone with customer service and this company has completely failed to stand by the supposed quality of their products. We continue to make payments on a 2-year-old couch that looks like it's a 15-20 year old couch. Even worse, we continue to pay monthly for a protection program. We purchased this program with repeated assurance from the salesperson that the fabric on this couch would hold up to a family with pets and, that if it didn't, this protection plan would make repairs, no questions asked. We've come to find out that this was deceitful - an unethical ploy to get us to purchase this couch and the protection plan. No damage related to pets or children is covered with this plan. We had the same children and pets with a Raymour & Flanigan couch and absolutely no issues with the integrity of the furniture or fabric whatsoever. The couch that we purchased had no reviews on the web site when we purchased it. I checked the web site listing before talking to customer service and saw that this couch now has ONE STAR out of FIVE. I pleaded with multiple customer service representatives to please make this right for my family. This was a large purchase for us and it has been such a bitter disappointment to not only have such a poor quality piece of furniture but to continue to pay for it (and the useless protection plan) on a monthly basis. I called the store. They were kind and friendly, but they referred us right back to the national customer service that continues to be condescending and unhelpful. They offer, over and over, again to have US pay for a repair person to come to our house and for US to pay an hourly rate for them to fix this awful piece of furniture. I've tried to ask them to reconsider and to please stand by their products by replacing our sectional with a better quality product. If they repair our couch, it doesn't change the fact that quality is fundamentally poor. Within days of a repair, our couch will return to its abysmal state. Every element of this furniture is sub-par and we should not have to pay any more than we already have. I gave this company so many chances to make this right for my family and they refused. A couch should not look so shabby after 2 short years. If this company took any pride in its products, they would have jumped at the chance to rectify this situation for us as valued customers. But clearly Ashley Homestore does not value the satisfaction or repeat business of their customers. This company has lost us as customers and we will warn all of our friends and family members to stay away from this poor quality furniture and customer service. Had Ashley done the right thing, they could have kept our business and our loyalty. read more

My mother managed a furniture store in the 1940s and 1950s. She taught me that no matter what - customers come first. When they come into the store allow them to browse, then answer their questions, and once sold - give them service, courtesy, and maybe a free lamp. Ashley represents the modern way of selling furniture - as soon as you enter the door you are accosted and followed and haunted. Every piece of furniture they have is top of the line - even the bottom-priced pieces. When you get your furniture home, you discover that everything is a veneer and made from flakeboard. We once had a complete bedroom set delivered by their expert associates - two teenagers and a hand truck. In my mother's day, anyone who sold furniture was carefully trained on the products they carried. We once bought a desk at Ashley's from a 19 year old girl who thought a roll-top desk meant it had wheels, which she said would be attached before they delivered. read more

We went in to purchase a sofa love seat set. This was August...we use their card and were told because of COVID it maybe 12 weeks vs the regular 9 weeks. They had a great collection and options. It came to just under 4K. We contacted them in mid-November. They said they had no idea when it would be here. We thought this was an American made product. We asked to speak with the Manager set and appointment and he was not able to speak with us. They set us up with another manager. We asked for a definite date but they refused to do so. They offered us only a free discount on shipping- which we thought was already included. Nothing else was offered. They called at end of January said they will deliver the couch and recliner but no love seat. It would take another 2 weeks to deliver that. Still not here and no calls or updates. Horrible costumer service. Would not ever recommend them to anyone. Still waiting 6 months on. read more

I bought a bedroom set from Ashley online store but there is no place to write a review for their online store so I am doing it here. Never again. The vanity came first by UPS and after putting it together I saw the plastic thing that keeps the drawer on the track was broken. It was broken at the factory when they put it together. The broken plastic piece was not in the box so it was not damaged by UPS and they packaged it for selling knowing that it was broken. Months of emailing them about it only to get the same response back "Send the item number from the kit instructions and they would happily send me another one" and then no more responses. They brushed me off. Kept telling them there was no item number from the instructions because it was not part of the kit. Turned in a dispute but I lost and not sure how but I am now out of the money for the vanity and stuck with a broken one. I canceled the other two dressers that were yet to come. Never buy furniture online is what I learned with this. Oh, and they were supposed to have someone at my house to put this all together but no one was here and I had to do it myself. Seems no one takes pride in their work anymore and could care less if a customer comes back or not. read more

I came in looking around a few days ago to use up some of my remaining credit I have with this company, might I say... BEAUTIFUL STORE! They are adding so much more each time I go. The staff was very helpful, the customer service desk girl was very polite and friendly, she helped me get my ashley financing account information (since I forgot my card), helped me see what furniture I bought in the past to help me match without having to bring in colors and I walked out with wanting more than what I was shopping around for! Nothing but 5 star service! I don't remember anyone's names but I definitely had a great experience! Make sure all employees of this store are aware of their amazing service! Will definitely be in again and again! read more

The customer service I received from Ona was superb. I was not only greeted upon entering the store but was given an overview of the layout of the store which was extremely helpful. The store, although out of the way and a bit difficult to find even with navigation, is beautifully laid out. The wall art accompanying the displays is gorgeous. Ona left us so we could explore on our own but made herself available for any questions. She was extremely personable, a true professional and a delight to work with. A real asset to the company. read more

My husband and I were very excited to get a new dining room set and living room set. We loved the pieces but the dining room table had a defect after only a couple weeks and needed to be replaced. We were told the wood would last to be handed down to our kids.....yet it dents so easy. We purchased a table pad for our table and we still haven't received it....it's been almost 2 months. Honestly this stuff isn't going to last and it wasn't cheap. Honestly don't think I will ever purchase from them again. read more

Very unhappy! My husband and I purchased many pieces of furniture from the store a few years ago. When our bedroom furniture arrived at our house the people who delivered it and build it for us left a 3 inch gap and the headboard and a dent in the metal pole that came with it. Ashley furniture sent us a pole to replace the dented one that we had to put in ourselves. As for the 3 inch gap, we are still living with it. The bedroom dresser drawers have many broken handles just after a couple of years. We also bought a dining room table and 4 dining room chairs from them. The chairs had to have new legs replaced after the first year because they were loose and wiggling and the part need to be replaced. Now our dining room table is also having the same problem with loose legs and we called for replacements and they say they don't have such a part because our furniture is almost 10 years old. This is ridiculous, we will never buy furniture from this place again it is cheap, very disappointed read more

Bought a bedroom set there, spent $1500 you'd have thought I spent $5 on a roll of TP at Wal-Mart. The salesman was the worst, I would have walked away but my wife loved the set so....I caved in spite of the sales guy. read more

Beware!!!!! We purchased a living room set from Ashley furniture in Horseheads, It has proven to be the most uncomfortable, least back supportive furniture we've ever experienced. It looks good but makes the sitter roll the back or sit on the edge without the benefit of any support. We hate it. We had the tech come to try to remedy the problem with new springs. He said they are made with little structural support and told us to talk to the company. We had bought the extended coverage. But when we called, we were told that the coverage was meant to replace the furniture if there were any accidents. And the tech had written that we weren't happy but the furniture met the standards. I asked, so that means it meets the standards of being junk? We have not taken issue with a company before so we are not typically complainers. We won't deal with Ashley again. Before handing your credit card to them, be aware that there is an abundance of fine print meant to protect Ashley, not you. read more

The best shopping experience I've experienced in a long time. Drew was cool, not pushy and left us alone except when we needed him. We checked other stores but none compared to the professionalism displayed by Drew. I'd come back again. Not high pressure and a good product. read more

Bought furniture for our Corning Gaffer District Market St (furnished, short term) apartment; it looks more expensive than it was, is wearing well and elicits great comments from our tenants. Pleased with price, service and the strong, polite delivery people who squeezed the huge sleeper sofa up the stairway without complaint! read more

I dnt normally write reviews, but i feel people need to know about this place. My sales person was nathan H. we were buying a living room set everything was going good untill he got into selling a protection plan. He asked us if we partied i said yes we have friends over from time to time. Somehow pot got brought up into the convo. And that it would be protected if my sofa got a "roach burn" then he proceeded to continue to say that he has the best stuff hes ever had in his car and proceeded to offer us some for free he says and if we like we call him for more. How ridiculous I just couldnt believe this. We slightly played along til we saw our out to leave. It got really uncomfortable I couldnt believe this! Then it gets better... i call to speak with a manager he apologizes and tries to offer me a $50 gift card....i asked to speak with someone higher.he said he was the highest level which i know is untrue. And nobody has yet to contact me about this issue. i will not step foot in this place ever again. And advise who ever reads this not to as well... how unprofessional! They obviously do not drug test here. read more

We recently shopped at Ashley for mattress sets and were pleased with the service and prices. We found the right balance of a friendly, helpful sales staff and manager (Amanda and Nate) and competitive pricing without the high pressure sales tactics. Also , they have a new clearance center which offers some nice headboards, dressers, chairs, etc. at reasonable prices. read more

After a horrible experience with a broken table and several hour long phone calls with the Ashley Furniture Call Center. Who basically told me oh well nothing we can do this is not our problem. I went to the store to talk to someone in person. I spoke with the manager Rob who was extremely helpful and determined to figure out a solution to this ongoing problem. After several phone calls made by him and myself he was able to make everything that he had promised happen. In fact when the call center informed me they wouldn't be able to deliver the new furniture I had ordered as a replacement for the one that was broken Rob made sure that I would get it and at a convenience time for me. I had two delivery guys waiting for me in my driveway when I got home from work. That is service! I was definitely done going to Ashley Furniture with all the negative experiences that I had with Ashley's main headquarters and their "customer service" representatives that know nothing about customer service or even how to talk to customers. However Rob went out of his way to make sure he had turned this negative experience into a positive one. I cannot thank him enough for all of his help, his great customer service, and for changing my negative opinion of what Ashley Furniture had become. I swore I would never go back to Ashley for another piece of furniture ever again, which is truly upsetting because I love their furniture and have bought every piece of furniture I own from there. With the help of Rob I would be very likely to return to the Ashley Furniture store in Horseheads only to the thanks of their store manager Rob. read more

Worst company to deal with...ever! I ordered a sectional and on January 1st was told it would be delivered around the end of the month (they told me about the 28th). Someone would be calling within 48 hours to schedule the details of the delivery. About a week later they called and said they could deliver it on the 5th of February. A little later than expected, but no big deal... Until they just called on the 1st of February to tell me that 1 of the 3 pieces "was not going to be available for delivery on the 5th". Would I prefer to get 2/3rds of a sectional delivered on the 5th and the other piece later or wait for the whole thing? I asked why they didn't have all of the pieces and was told "we were based on an estimated schedule from the manufacturer" and that "all delivery dates are estimated and can change". I asked when we would expect to have our entire sectional and she said she could have it delivered on the 12th. So, I asked if that was also a made up date, or one I could actually plan on... She wasn't amused and asked again if we wanted it partially delivered Friday with the rest when it was available or did we want to wait for the entire order... No matter what I asked she just said "sorry for the frustration, "do you want it partially delivered Friday with the rest when it was available or did we want to wait for the entire order". I plan to discuss with my wife, and probably just cancel the order and get my money back. After seeing the reviews on here, I think maybe Ashley is a ripoff, and I can add that they definitely are poor at business. read more

My experience with this store has been extremely frustrating. It is unfortunate because 8 years ago we purchased furniture from them and it was a good experience. Apparently things have changed. We paid for 100% of our furniture on December 19th. We just received the balance of our order today - 38 days later! Maybe we should have financed because I don't think we would've started making payments until our order was complete. But they had our cash for 38 days before we got our furniture. We ordered the furniture from the Horseheads store. After they took our money, they couldn't do anything to help us actually get our furniture. And the customer care representatives were extremely frustrating to deal with as well. We are re-doing our entire house - but we will be shopping elsewhere. BTW, when they tell you that you should have your furniture in 14-28 days, understand this is just an ESTIMATE!! They do not guarantee you will actually get your furniture in a certain time frame and, in fact, they say they have no control over when you will get the furniture. In addition, they delivered half of our order, even though we were told we were getting our entire order. So when the delivery guys showed up, we had to either accept half the order or send it back. So we signed for it but then no one could tell us when the remainder of the order was going to arrive. read more

I had purchased a reclining sofa in 2012, on May 15 2014 the reclining mechanism broke. I phoned Ashley and they in turned phoned Montage, who is the manufacturer of the sofa. Montage found that Ashley had written the insurance policy incorrectly and that needed amended before my claim could even begin. As of today, I have made numerous phone calls, greater than 10, to Ashley and Montage with the latest today, 8-26-2014. I had received a letter 5 weeks ago that claimed the part had been ordered and if i needed assistance to fix the sofa with the part I could call the 1-800 number they included in the letter. When I spoke to the representative on the telephone she informed me that the part would take another 5 weeks or more and they could send a serviceman out if I couldn't figure it out. I asked for a new sofa and she completely ignored my question. Her goal was to tell me that if a service person came out to my home that I would be null and void from getting 99.00 back for using my purchased insurance. All in all this whole experience has been a nightmare, I have a non-functioning sofa and have been exposed to VERY POOR customer service. I also feel like I am getting the "run around" from Montage, as when I ask to speak to a manager, I get no reply. I can only see my next option is to be the BBB. I will never ever buy another piece of furniture or anything else Ashley sells or Montage manufactures. read more

Where to begin, ordered a sectional sofa in the beginning of November and was told that we would receive a phone call telling us when the sofa would be delivered. Receive the phone call before thanksgiving saying it would be there the Tuesday after Thanksgiving. The Friday after Thanksgiving received a phone call telling me that it would be there instead on the following Friday and that I would be called a few days before hand to tell me morning or afternoon delivery. That Tuesday I was called and told that they were 10 minutes from my house with my sofa. Ok I am at work but my boss is understanding and let me go home real quick. When I get home I am told that they don't have all of my sofa and that the rest of my sectional will be delivered on the Friday but they will make sure to call me and tell me morning or afternoon like they should have this time. Later that week on Thursday I have yet to receive a phone call so I call them, after the office in Horseheads can't help they have me call the main distribution center. They inform me that I am not even on the schedule for delivery but they could get me something on Saturday. They will call me tomorrow and tell me morning or afternoon so that way I can make plans. Friday comes and goes without a phone call and Saturday I am called and told that they are again 10 minutes from my house. The delivery guys arrive and inform me that the section of my sofa that they are delivering is damaged and they will send a replacement. Most of December passes and yet no replacement has arrived and no phone call has been made. I go to The Horseheads store and am told that I wasn't even on the docket to receive a replacement. They will send me a replacement and as soon as they know I will know. Mind you finding this out is extra difficult due to the fact that both my name and personal information were entered incorrectly. Just after the New Year I was told that the replacement for my damaged sofa will be here by the last week in January. That's right it has taken close to 3 months for Ashley to get my whole undamaged sofa to me. And the real icing on the cake is that because they screwed up my personal information when I applied for financing I now can't login and register to pay for my sofa because I don't know what information they used to create the account. read more