Wanted to give an update now that we have our furniture... Delivery went really great. They arrived on time (calling once they left the previous delivery to inform us they were in route), were professional and efficient while they worked, but also made it clear that their main goal was to not leave before we were completely satisfied with the items and their placement in the room. The man in charge offered many times to move the items to a new locations or even a few inches left or right if we had changed our minds, and we assured him that we could move it later if so, not wanting to delay their workday, but he continued to encourage us to take another look to be sure. It was clear that their main priority was our happiness with the delivery and the furniture and that they were there to take care of the heavy lifting. Before leaving the man in charge reviewed the delivery with us and asked us to once again inspect the furniture and placement before giving our signature for approval. Additionally, before leaving he called his contact at the warehouse on speaker, who we found to be equally invested in our satisfaction, asking us for honest feedback and confirming our approval once more before he authorized them to leave for their next delivery. Overall, we had a really great experience and would highly recommend this Ashley store, the people who helped us, and the furniture we received. Compared to the previous furniture we purchased at Lexington Overstock for roughly the same price, we have been very impressed by the difference in quality and durability over what we replaced. Of course, I can't speak for their entire stock, but I can definitely say that what we purchased made very evident to us just how unsatisfied we were with the furniture we replaced. In retrospect, I think it is obvious that we benefited from being able to shop at our own pace in a spacious showroom with thoughtful presentation. The ability to closely inspect as well as visualize the items in a space similar to the displays is something I underestimated, as well as the impact of having people helping you whose priority is not to have you make a purchase, it is to make sure you are completely satisfied with the purchases you make. So all this to say - I was very impressed. I hope this helps you make an informed decision on where to shop for your next piece of furniture and, if you shop here, I hope your experience is as fantastic as ours! read more

I ordered a sofa, loveseat and chair from the Ashely store in Florence, KY. Only issue was that no one let me know the furniture had arrived. I picked up the furniture. It is okay, but not the quality of the one in the showroom. I live closer to the Lexington, KY store, so I decided I would order the rest of my furniture for my new house from them. My salesman was very nice, and helpful. When I picked out my items I had him check to make sure they would be in in time for my move to a new house in 7 weeks. He assured my 3 times during my visit that day that everything I had picked out except for 1 item was in stock and was available and would be in the local warehouse (in Louisville) before I needed it. He even made a big deal about how they would hold it free of charge until I was ready in case the closing on the house was delayed. My move in date was 1/8/2020. Today is 1/29/2020 and I still have no furniture. They have moved the delivery date 4 times. I took off work for the day they confirmed with me it would be delivered, when I called them to get an update, they were very rude and stated "ummphh, you stuff wont even be in until February 11th" I have tried to get some sort of resolution, but they don't care. Customer service once the sale is made is horrible to say the least. I did go in store to try to speak with someone, no one would talk to me, my salesman would not even come talk to me. No one has said, I'm sorry, or here let me look and see what is going on. I did get a FB message from someone named Andy stating he would send my issue to the escalation team, which I realize is fake and another way to distract and prolong providing the items that I paid for 2 months ago. I have asked for a refund, they will not give me and answer. Basically they have my $3600 and I am just supposed to sit back and they will deliver it when they deliver it, whether that is 2-6 months after I have paid in full, they don't care. There really needs to be a class action lawsuit, so many people have been taken advantage of by this company. read more

My husband and I ordered a sofa and loveseat on Jan 4. our salesperson Brian R. was great and so was the lady with Acceptance Now. We were given a delivery date of Jan 15 and we made sure they knew to call my number before delivery because my husband would be in Korea. On Monday I did get an automated call to confirm delivery for Wednesday between 11:30 am and 2:30 pm. Tuesday night I gave someone my old sofa. I waited until 10:30 am yesterday to take my old loveseat out to the curb so it could be hauled off. Delivery guys showed up around 11:35 and one asked me where I was putting it so I showed him where I wanted both pieces. That's when he said they didn't have my loveseat. He asked if anyone called to tell me it wasn't coming and I told him no. He took a picture of my sofa, had me sign for it, then called and confirmed it was delivered. When he was finished it was my turn to talk to the lady to confirm delivery. I asked why my loveseat wasn't delivered and she said it got to the warehouse after the delivery truck left. I asked why I wasn't informed and she said she left a voicemail on the 354 number. I told her that was my husband's number and he was in Korea and he couldn't get his voicemails and that they knew to call my number. She said someone would call in 24-48 hours to set up delivery. I called them myself this morning to set it up. This lady said the earliest they could deliver would be Wednesday the 22nd. I want it and actually need it to be sooner. The lady got an attitude when I told her I would be leaving a review and it wouldn't be a good one. This wouldn't be a big deal if someone had just actually let me know the loveseat wasn't coming because I would have kept my old one so we would have enough seating in the house. By the time they were here and told me my old one was already wet. Now until next Wednesday, if they actually get it right this time, some of my family will have to sit on kitchen chairs or the floor. Both are ok to sit on for brief periods of time but neither are comfortable enough to sit and relax and watch tv for long. Because it was a mistake on whoever called to leave a voicemail instead of talking to me, my loveseat should be delivered today or no later than tomorrow. Poor communication on your alls part. I am not a happy customer. read more

I still do not have my loveseat I ordered in the beginning of November! Can't get anyone in actual store to respond! I highly do not recommend this store! read more

I went in today (11/7/21) at the Ashley Lexington location because of the ads that items were 5 years-no Interest or 25% off (Black Friday specials). I met 2 salespeople and both were super nice and helpful. I asked the first a question and she found me later to give me the answer; and the second gave me details on the Sealy beds for sale and how I can buy one and pay no interest on a 5-year payment plan. I really need a bed but was hesitate to lay down on the floor models but he encouraged me to try them out (you can really feel the difference in firmness). The prices have a wide range for my budget and there are a couple I will consider when I am ready to make a final decision. Thanks Ashley in Lexington--I'll be back. read more

Aaron was a great salesperson. Not pushy at all, offered help, made measurements and even pulled up current inventory to see approximate delivery dates. read more

I absolutely will never buy furniture here again! They sold us a warranty to have our sectional cleaned as many times we needed within the 5 years. The first time we called the warranty company to come clean it they stated this furniture was unable to be cleaned. Instead they could replace a section of the damaged upholstery. What a nightmare that has been! Their service is TERRIBLE!! I've been trying to get them here for 3 months and still nobody! They apologize all over the place and say someone will get with me in 24-72 hours. Highly dissatisfied and would not recommend. read more

We purchased a dining set that was delivered in May. Three of the six chairs were defective. It was an absolute nightmare trying to get this resolved. I spoke with numerous people in customer service and got a different answer each time. When they finally brought the replacement chairs in July, they too were defective and I refused delivery. The Sales manager at the local Ashley store swapped the chairs with the ones on the showroom floor. Even though the local store was helpful I will NEVER buy from Ashley again because of their HORRIBLE customer service! read more

If I could give them minus stars I would. I ordered a sectional in July was told that I would get it by the end of September. I called the end of September to check on it and they said all of but the ottoman was in and could be delivered on October 6th. I called them on October 5th to verify the delivery and they said they had no delivery scheduled for me and that they could schedule it for October 9th .They called me on October 7 and told me it was scheduled for oct9th between 230 and 530. They called me again on October 8th to verify my address for delivery and told me that only 2 pieces were in and they would be delivered on the 9th and the rest by nov 10th.they then called me again in the late afternoon of October 8th and told me they couldn't deliver it until October 15th.So I went to the store and told them I wanted my money back which I received. Customer service was no help and the store manager said they had nothing to do with the delivery service.I will Never shop there again read more

I love their furniture! Everyone is very helpful from finding furniture to delivery. They also have several financing options! I love my new furniture read more

I Purchased a platform bed and dresser on Jan. 25th, 2023 and it was delivered on Feb. 1,, 2023. When I received the furniture, the drawers to both bed and dresser was defected. The service technician and myself called and spoke to (Janie) customer service, immediately to get replacement parts. I received confirmation on Feb. 3rd that the order was placed and to call when replacement parts are delivered to my house within 1-2 wks. I called on Feb. 21st to check the status of order and (Andel) informed me it would arrive within 24-48hours. A few days later I received half of the order, so I called back to inform customer service that I only received half the order. I was then informed that the service tech was going to bring the other half of the order when they came to install the replacement parts in another 24-48hours. So I waited the time and had to call back on Feb 27th, because I still had not received a phone call from a tech. I spoke to (Micha) and was told a tech will reach out to me by end of the day. Still no call. So I called back on Feb. 28th and spoke to (April) and she was very helpful in making sure they had the correct information and order numbers. She told me that she was going to check out everything and provided me with another order number to the replacement part that was suppose to be delivered to my house. She said that the other half of my order wouldn't be in until mid March and to call back when the order arrived so a technician could come out and install the parts. I received the replacement parts on March 6th, and called back that day to inform them of the order arrival and to schedule a tech visit. Customer service said that I will be receiving a call from a tech in 4-5 days. This morning, I called back to check the status of the technician and was told by customer service that a tech will be calling me today or Monday to schedule a time to come out. So as of today March 10th 2023, I still have not been able to use my bed or dresser that I purchased over a month ago and I still have not heard from a technician. Needless to say, I'm not a happy customer at this moment. read more

My daughter and her fiancé were expecting An Ashley delivery on 10-28-2017 between 1:15 p.m. and 4:15 p.m. A lot of the family spent the day with them putting up pictures and placing furniture while waiting on the Ashley HomeStore furniture delivery. My daughter explained thru the day that Ashley HomeStore furniture would call about an hour ahead of actual delivery and that call did not come. The fiancé made several calls to inquire about the delivery and was given several different explanations that contradicted them selves. It was obvious lies were being told or simply made up and each call was a new Ashley Furniture employee blaming either the local store, dispatch or delivery crew. Absolutely no one accepted responsibility or compassion for the late delivery. The fiancé then explained to the 3 generations of both sides of the family that this was the second scheduled delivery. Well, members of the family started researching the internet for Ashley Home Store furniture reviews and immediately became alarmed at the negative reviews and previously disappointed Ashley HomeStore customers. The complaints were as follows: peeling furniture materials, Chinese made products, NO RETURN POLICY, 10 percent penalty for cancelled deliveries and LATE DELIVERIES. My daughter and her fiances (approx. $3,000.00 cash order) furniture ultimately was a week and 4 hours late. The entertainment center that was part of the delivery did not have its shelves and the crew said it would have to be delivered some other time. Three generations of family, friends and co-workers will not use Ashley Furniture in the future and will discuss this matter frequently with others if a furniture topic of conversation arises. I wouldn't be surprised if a national news channel or class action lawsuit happened in the future of Ashley furniture. Ashley HomeStore? NEVER! As of November 24, 2017 they still have NOT received the shelves to the Ashley entertainment center. read more

We bought a recliner & couch in July 2019, that buying process was great but the furniture itself has been nothing but a headache. The recliner has been repaired twice already and now we're waiting for them to repair it again for a third time. The company they use for repairs is a nightmare!!! Wait on hold or over and hour each time you call just to be told they'll call you when a appointment becomes available, then they're 2 hours late for the appointment.. then they have to mail the piece and you call back only to have to wait on hold for hours again. Never again will I purchase anything from here & I make sure to tell everyone what a headache the process has been. read more

We visited the Lexington, KY location today. They have a large selection of furniture for any room you need to decorate. We purchased a living room set for a very reasonable price. Our salesman, Buddy, was very friendly and helpful. read more

The prices at Ashley are great. If you go online you can get a cheaper price than in store (but the store has to match the price). Once you pay Ashley Furniture, that is when they no longer value customer service. We order 2 pieces in December 2017, and were told to expect them in the middle of January. After scheduling delivery, we were told there was a delay and one of the items wouldn't arrive until February. We had a similar experience in 2012 and there are plenty of other furniture stores, but took the chance based on price. I will never shop here again for furniture, even if they would give us furniture for free, because we wouldn't get it until months later. We spoke with a manager and they said that all dates are "tentative". That's a cool way of saying, you might not ever get this stuff. Corporate policies have overwritten the days of good customer service. read more

I must have hit every furniture store in town. some were pushy, some followed you around the store in a creepy manner. these guys asked what I was looking for and showed me exactly what I wanted. no sales pitch....no but "but wait there is more" just solid great customer service. My sales rep had just moved from California and was super personable and throughout the process we had some great conversation. Was great not being treated as a simple dollar sign. Good work guys. And thanks for the help loading. made my day even better. Will follow up on furniture quality once we break it in. :) Ruth read more

Rec'd a call from Ashley today stating they were giving me an in store credit for the couch I purchased that fell apart. At first I was happy to rec'd that news after months and months of waiting. So I said, I can go and pick out another couch to match the price I paid. The answer was "You were only given a $74.00 credit". Can you believe that? CRAZY! I then said that's okay, I know you are only doing your job but to pass along this message, that Ashley can keep their so called in store credit. I will never buy from Ashley again. One day, it could be years, but I believe Ashley will be out of business and rightfully so. I am going to report to BBB so it will be on the record so when a mass torte comes through I will be on the band wagon. I already have replaced my sofa and couch. I bought it at Burkes a few months ago and I love it. If Ashley had given me another outfit, I was going to donate it to my church or someone in need. read more

Update: contacted the "deescalation specialist" who told me I was scheduled for today to receive my couches. Guaranteed. Guess what?! No couches. Pushed back at least another week. Which means only God knows when. How these people think they are running a decent business is beyond me. This is a joke. read more

Against my advice, my parents purchased several pieces of furniture from this Ashley store. Now, Ashley has failed to deliver it on time and their furniture is indefinitely delayed due to issues with the Ashley distribution center. This is a total bait and switch and I wish they had never purchased such junk from such a dysfunctional store. Ashley in Lex will tell you anything you want to hear to get your money. Epic fail. read more

I visited this store and worked with Pam, who was absolutely phenomenal. She was friendly, funny, and authentic every step of the way. The store was bright and clean and their selection was overwhelming. I enjoyed my visit (which is weird to say about shopping for furniture) and love the bedding Pam sold me. I will be going back the next time I need furniture, and will definitely work with Pam again. read more

I spent nearly $4000 at this store. One of the items I purchased was a t.v. stand for my living room. This piece of furniture was not on the floor but was listed in their catalog in the store. According to the sales rep and the catalog, this was a solid wood piece of furniture. We had to wait on the stand to be delivered which took nearly 4 weeks. After arrival, we were pleased with our purchase since it appeared to be made of solid wood due to the weight. After 3 months, we noticed what looked like wood shavings under the stand and pulled it out only to find that the legs were both made of particle board which was beginning to fall apart under the weight of a 35 pound flat screen t.v. I called in and and was told that the pieces had to be ordered from California and were expected to take approximately 2 weeks. After 18 days, I called in to find out that the expected time would be at least one more week. When I received the parts, they were wrong. Going through the same process, I waited another 5 weeks to get the replacement part that had been left out. When I received it, yet again, it was the wrong piece. I regretfully became very irate and was able to get the correct pieces "magically" within one week. At this time, it had been 6 months of ownership. 5 months later, I notice that the top shelf was bowing (again under the weight of a 35 pound flat screen t.v.) and called in another repair order. I was directed to the extended warranty company for the replacement. I got in touch with them and they said they would send a tech out within 2 weeks to examine the t.v. stand. Another 14 days go by and I called back to find out that they had closed my case stating that this was a manufacturing default and not covered under the warranty. I called Ashley Furniture back, and they told me that my 1 year warranty had just expired. Anything that I needed to have repaired would have to be out of pocket. I have heard many such horror stories about this company and thought that they were blown out of proportion, but, much to my dismay, I was wrong. Please DO NOT make the same mistake I did. Shop anywhere else for your furniture. read more

So Corporate Customer Service "Sharon" called me back promptly. She basically said that it was not their policy to credit the purchase of an extended warranty (basically saying that the in-store salesman was a liar- which he was). She did offer to allow the store credit if I were to re-purchase the extended warranty. That is some real irony there: I'm supposed to re-purchase the warranty I was duped into buying in the first place. There is a reason I never buy these extended warranty scams. However, you should be able to trust that a sales associate is not a liar. Lesson learned, I will never shop here again and neither should you. read more

Nice people, just not very reliable. We ordered furniture in January, and after several delays we have received most of it but have had our bed rescheduled for April 21st? I won't be buying from them again.... read more

Ordered furniture in July delivery was to be 8/14. Got 1/2 furniture then was told the other was on back order will be 8/31. The day before was told it was on back order til oct 1. I've called And spoke with Sandra, Amina and Andrea asking if I could get a refund or buy display since I've gotten rid of my old furniture to make room for the new. Was told I would get a call back on Tuesday after Labor Day. No call. I called back on 9/6 was assured they would walk over to that department that day and call me back before she left that day. Still no call. I'm now calling again and was put on hold by them forever . I finally hung up and called the store. Waiting for them to call me back. read more

Normally I do not like shopping for furniture; however this time Pam Walden at Lexington KY location was amazing!! Pam was funny, gave us our space yet there when had questions. Our purchase qualified for Ashley to donate a free mattress to a child in need through Hope to Dream organization. Shout out to Ashley giving back to community and having great people there. read more

This has been the worse experience ever and I can guarantee that when and IF our furniture ever gets delivered we will NEVER purchase furniture from Ashley again and will advise our family and friends as well. We ordered furniture in October for our home and it is now going into February and it is another excuse as to why we don't have our furniture yet the bed suite that we ordered that is "out of stock because of demand " is still being sold on the showroom floor . If you don't have the product do not sale the product. our furniture was supposed to be delivered by December 28th and now it is January 29th and we were just told that part of our bedroom furniture will not be delivered until the middle of March and it is the most important part of the bedroom set ... The Bed. It does no good to talk to customer service because all they do is tell you what they need to tell you to keep you quiet until they don't show up or until the next excuse. VERY DISATISSFIED CUSTOMER... UPDATE - AS EXPECTED OUR DELIVERY WAS NOT AS PROMISED TODAY !!!!!!!!! UPDATE to issue ... So once again we were given a delivery date and once again Ashley furniture called to say they can't deliver on the date they PROMISED again and this was a delivery date that had been given to us by the corporate office we were also promised a credit returned to us because of all the issues we have had but have yet to see that .... This has been a HORRIBLE experience as a customer read more

I know it is cliche' to say, but this business deserves a negative star rating. Run far far far away! Absolutely HORRIBLE customer service. The people that staff the store where the shopping and purchase are done are marginal at best, but their service call center, which is out of the state is a disaster. All of the people we have dealt with through the call center have terrible attitudes and are unwilling to help you with anything in the least. The furniture is of awful shoddy quality and they do NOT service issues after the sale if something is delivered in bad condition, has a ding or dent or drawer that doesn't open or close properly when it is delivered. I will NEVER purchase another thing from them again and I will encourage numerous other people to steer clear of doing business with them. Once you buy anything from them they are quick to tell you (at the store during purchase process) how if there is any issue they will be more than happy to help and will get issues rectified. At that point the store you purchase the items from washes their hands of the customer and any issues that might arise and directs customers to a national call center that is located out of state and is impossible to deal with and is staffed with very rude unhelpful people who give you the run around, are inept at their job and promise to call back and NEVER do. They should be ashamed of the way they treat their paying customers. If you do decide to spin the roulette wheel and purchase something from them then NEVER EVER accept an item if it is delivered and you spot an issue of ANY kind. If you do you are essentially stuck with it and you will deal with their atrocious call center that will stonewall you at every chance to rectify an issue! It is shameful the way they treat their customers. read more

We bought over $8500 worth of furniture in October for our brand new home. The sales service was excellent and Robert worked to get us what we wanted. All good. However, the furniture was not delivered all at once. We were told it would be that way. Of the items we bought 5 had or developed problems. Two bar stools had uneven legs. One bar stool quickly developed a crackling sound when sat upon. The ottoman was scuffed before or during delivery exposing the color of the plastic it was made of. The crown jewel of problems was the glider recliner. I called the store to ask what to do. The gave a customer service number to call. I called and they sent a local contractor out. He fixed the two rocking bar stools. The glider was now making a crackling sound in motion from the back piece of the chair. They sent a piece of cloth that covers the back and scheduled the technician to return. He discovered that the springs in the back were not attached at their anchor points. In other words, the chair left the factory in that condition. To make a long story short, this begins a running battle for me to get this chair fixed. The noise quickly returned. Another call. They send the gliding mechanism and more cloth. The chair now squeals loudly and cannot be used. I have called and made trips to the store, where Aaron and Mary told me I would receive calls from customer service, but I did not. Finally, I got a call Tuesday from a woman who said she would call me back within 48 hours. I am still waiting. If this is how Ashley treats people who spend $8500, I would hate to see how they treat people who pay more! I don't understand why Ashley doesn't want my goodwill, or values me as a customer. read more

If I could put no star I would Make sure u check ur order as I spent A little over $6000 on the furniture & guess what my chest was damaged & they didn't wanted to replace it they just wanted to repair it 1)It was damaged while delivery... !!!! 2) the things I ordered I didn't get just because they forgot to charge after that the person I was talking to was Jennifer & I said well you are coming to do the delivery for the chest can you deliver the Dinning table set they said yes but they have to charge $180 & I said that's weird you have to come & deliver my chest either way ...plus when I bought my furniture there was a 24% off sale going on they didn't even wanted to give me the 24% off Nice way of treating the person who just spent so much money in your store ... I am sure you all remember who I am my sales person was tammie & I would not recommend anyone to buy furniture from here If you all are reading this review don't go & spend money at this store as they don't appreciate what you are doing !!! ok here we go like everyone else i had a bad experience too ... spent $6000 on the furniture i like their furniture but not from the Lexington store ... i am from Cali. over there its all about customer service... i love the Ashley in So. Cal. but here in Lexington its all SCREWED up... i had 2 bedroom sets and a casual dinning table set guess what when i made the deal my order was there but when i got my order it wasnt there then my entertainment unit that came with my bedroom set got damaged while delivery guess what the driver said they will replace it ... i was like ok thanks the sales manager a lady said we can repair it i said after i paid so much $$$$ i dont want a broken stuff that i didnt even break... they said ok we will order you a new one .... i said OK then we talked about the dinning table she said ok the Dinning table wasnt in your order straight up no appologies nothing my sales person was Tamie... i am sure she knew about it because thats the first thing we picked up.. then they wanted to charge me for delivery for sending the dinning table with the enetertainment unit which they had to deliver either way... you know overall it was a great disappointment ...No follow up calls that if needed anything or so on... but customer service sucks nothing against ASHLEY its a great company with great products but this store sucks i would request & say to each customer who is reading this review to make sure what ur getting cauz to save a buck you might end up paying more thanks for your time no wonder they have 1 star ... everyone who took out time to put review its all bad and i hope the MANAGEMENT is reading these reviews & i hope the owner or the Franchisee is reading them tooo.. if you have any questions or concerns please feel free to email me at Maneesh329@yahoo.com... thanks Manny read more

My fiancé and I try to stay positive..."try", but dealing w/ certain companies has been downright dreadful. I will spare a few but the latest is truly perplexing. We placed an order for furniture for our new house 5 weeks ago from Ashley Furniture. We spent 4 hours in the store and spent a small fortune on outfitting furniture for 5 rooms. Yes, 5 rooms! We were super excited, new house, & new look! My fiancé has been in some form of sales since 1996 and he has learned the first day follow up w/ your customers. You would think we would've gotten a nice email that next week maybe a card...nope. We went back into the store one week later to take another look and "follow up" with them on our delivery schedule. The gentleman told us yes, July 16th it's all good. There are 5 things that were not showing & may be delivered weeks later after that. Which we were ok with as the majority of our furniture would be arriving. A week goes by and still not one word from our salesperson or the GM. My fiancé tried calling the store & you would have better luck winning the lottery. It kicked him to a call center, who reaffirmed what we were told the week before, July 16th. Another week goes by & STILL not a word from them, NOTHING. Remember, so far we have been the ones to reach out. Once again, my fiancé called and this time he spoke with a lady in Dallas & she proceeds to tell him our stuff is all over the board on dates & there is no way they can guarantee a time. WHAT?? We are both now so incredibly mad & my fiancé calls the GM on his cell. The GM proceeds to tell him that July 17th is a maybe & not all of the order will be there. Can't guarantee anything. My fiancé and I discussed the possibility of just canceling the order, but we did not want to have to start over at another furniture store. So, I reached out to the GM through an email explaining our frustration with them and the whole Ashley Furniture Corporation. He writes back giving me the date of July 16th AGAIN...for everything, all pieces of furniture to be delivered! Hallelujah, finally some good news! I received a confirmation text for delivery...bingo..confirmed, then I confirmed through email also - July 16th...11:15-2:15 was the delivery time! Well, it's 2:20 on July 16th and where's my furniture? I called the delivery warehouse and they said something had happened and the delivery will now be Saturday, July 18th, but not our whole order as many pieces are still missing. They gave me 4 additional delivery dates all about 2 days apart from each other! That's insane!! Especially since I confirmed the delivery not only via text but also email! Now keep in mind, through out this whole process there was not a word from Ashley Furniture. No one ever reached out to us to give us an update on our order from the start of this fiasco! My fiancé and I had to take time out of our busy schedules to call them and sit on hold multiple times sometimes for 45 minutes or longer before we spoke with someone! Ashley Furniture is simply incompetent. Just embarrassing that a company that big is completely "deaf". It's always about the customer..you better communicate w/your customers or you will be out of business quick. DO NOT GO TO ASHLEY FURNITURE, shop elsewhere read more

Absolutely terrible!! Was told 8-10 days on my purchase to be delivered and 4 months later I'm still waiting!!! And nobody I've talked to seems to care. Will never shop here again. read more

I purchased a new living room suite and dinning room suite. The sofa came with a rip in the arm. The person that delivered the furniture took pictures and gave me this story about their process to validate the furniture was delivered and in good shape. He then told us that Ashley would be back in touch with us in a couple of days with a replacement couch. I called the local store and they transferred me to guest services. After being on hold for about 10 minutes, they tried to setup a repair and I told them that was not acceptable and I wanted a replacement couch. I finally got a replacement scheduled for over a month out. After seeing other reviews at various sites, I am now concerned that I will get my replacement. PLEASE NOTE: I just got off the phone with someone at the store. There are no refunds to get your money back. The only option is in store credit. On top of that, by the time my replacement couch arrives to me, it will be up to guest services are to whether or not I can get in store credit. Just be aware of what you are signing. read more

My wife and I recently had twin boys and went to numerous furniture stores to look at rocker recliners for the nursery. We found one at Ashley and it just so happen to be a display model, the price was reasonable, it was the style and color we were looking for, so we purchased on the weekend with the intention of picking up during the week. We paid in full and told them that we would be back later in the week, in which they told us that it would remain on the floor and anything could happen to it so we shouldn't waste time; this was all we were told about pickup. Fair enough, paid for on Sunday and today is Wednesday. Tonight we went to pick up the recliner, borrowing a neighbors truck. When we arrive, we go to the desk to let them know we are there to pickup. They ask us to sign saying we are picking up and said that we could use a side door to load up. I thought it was strange that we had no offer to help or explain, but my wife and I are capable so we went with it, minus 1 star. First, I notice that the recliner already had damage at the corners, I cannot say if it was this way on Sunday, but understood that that may happen so we didn't complain. We get to the side door, it is a standard 3' commercial door; with no help or direction my wife and I attempt to get the recliner fully assembled through the door. Unfortunately, the panic bar on the door would not allow the recliner to pass. We stop and back the recliner into the store, unfortunately we scuffed the leather on both sides. HERE IS WHERE THE WORST CUSTOMER SERVICE BEGINS... My wife asks the person at the desk if we could just take the recliner out the front set of double doors she says we can; however one side is locked mostly likely due to recent windy conditions. She points her to a person on the floor that could unlock for us. I walk over and meet my wife and tell this salesperson the situation. She states she can't unlock the doors. I ask if they have a dock door that I can take the recliner out of? "Yes, but it is for semi's are you driving a semi?" Obviously I was not driving a semi, but we could easily carry out the door as the dock was at ground level. Minus 1 star. We ask if she get find out if we can either get the front door unlocked or go through the dock door, she walks away and we assume she is checking. 10 minutes pass nothing; we walk over to the other side of the store where she is talking and ask if someone was going to help us and she as the AUDACITY to say I'M SORRY, I'M HELPING A GUEST. So what are we? We've already paid so we might as well be store decorations. Minus 3 stars - if you are keeping count that is zero stars. So, I tell the guest that this salesperson is helping that I would not shop here because once the sale is made you are obviously more of a problem than a guest if you are not buying anything. This caught the attention of the manager on duty that said he would help us because he didn't want us to have a bad experience. Sorry, that ship sailed about 5 minutes ago; however at least he was willing to help. At the very least he explained the actions and poor excuse for customer service that we had gotten so far saying that they have bonded furniture movers that would help us load but they leave at 4 pm, it was approximately 6 pm, and they are not allowed to help whatsoever for liability. Unfortunately, I work, my neighbor with his truck works, and that makes it a little difficult especially when no one bothered to mention when we purchased this stipulation. This does not excuse the fact that no one was interested in showing us how to disassemble the recliner to move easier and generally could not care less whether we were able to get the recliner out of the store or not. I do appreciate the manager on duty ultimately helping, but even at that my wife and I felt like second class citizens because we weren't their to purchase and didn't know about the furniture magna carta. read more

Amazed by the service here! Greeted at the door but still giving freedom to look around before Discussing purchasing options! I knew what I wanted before walking in but was guided by Mr Lewis on what would work best for my space! Love the store, the service and the outreach at the store! Will forever be an Ashley HomeStore customer! read more

We ordered a coffee table & 2 end tables on August 26th & were told they would be in mid October. No real happy but ok. The Thursday before the we're going to be delivered on October 12th we received a call saying the items we now on back order till mid November. I am very unhappy with this. I wish I had been told this from the beginning. read more

The sales person Jessie was very knowledgeable and helpful. It is the warehouse that will have your order lost in transition! I have made four phone calls to find out where the bar stools were lost. God forbid an order needs to be exchanged ! No calls, no communication between store and warehouse, no follow up calls to see if your happy with your merchandise. My bar stools were found in the warehouse waiting for me to pick them up!! The order stated for them to be delivered. The more you order, the more delivery costs. Buyer beware. The Guest Relation Team they developed is a joke! Walk on by and save yourself a lot of frustration. read more

Didn't care if they got my business or not. Walked in salesman Rob was very nice. There was some confusion on to weather I had been helped or not. Told Rob what I was looking for he found a beautiful dining room table. First he told me a date for delivery. Then it changed to 3 days later but ok he was good guy. I didn't have a method of payment so I agreed to come back tomorrow and pay with check. I went to pay the next morning like I said I would. The rude lady at the desk finally decided she would help me after some time. The lady said there was a 15 day wait on delivery with check. I said that's not what salesman said. I told her I just came from Bank I could of got cash instead of checks. This lady acted as if she was doing me a favor by letting me buy from there. She didn't care if they got my business or not read more

I am very pleased to be making a quick update on my previous negative review! Although it was still a hassle to have to go through this, Karey from Ashley reached out to me right away and arranged for them to come back out today to pick up our old mattress/box spring. And it has already been done. So, kudos to Karey on her attention and quick response in resolving the situation to our liking! Previous post: We just had a Tempurpedic delivered this morning from Ashley that cost us $8000. That's $8000!! And for that amount of money and having to pay for delivery, they wouldn't even take our old mattress and box springs, even though our sales person said it was no problem (as long as they were clean, which they were). Apparently even though I had this specific conversation and stressed that we needed them removed, it wasn't on the paperwork and the delivery people wouldn't budge, and a call to the dispatcher did nothing to help. I have never purchased a mattress and not had the old removed before now, and I've never spent near this amount on a bed. Absolutely ridiculous that they expect us to pay someone else to take them after spending $8000! Obviously, now that they have our money, they could care less about us and apparently don't want our business after today. read more

My sister got married and already purchased a bedroom and living room set, shipped it in a container overseas. When my sister opened it 1 month later in Africa there were no bed rails...womp womp. like seriously don't you guys have a ck list you go over? Then I went in for a dinning room set. I had done my research online, had a VIP coupon, there was nothing vip abt it. I got a new guy who took a million years and knew nothing and noone wanted to help him. I came on a Thursday by Sunday he quit and the sales guy couldnt guarantee the quote. And when I was working with the guy I said online without this coupon my total is cheaper. But he showed me they have different regular prices on things online vs store. I call that a scam! read more

I went there sunday, to buy my grandson a new dresser. I have shopped there many times in the past. I spent a lot of money I walked in and got greeted by a young man that informed me that they were having a 50% off marked pricing. I found a dresser I wanted to purchase The sales person that I found informed me that the sale was buy one at regular price get second for 50% off. This tactic is unexceptable, I will take my business elsewhere in the future. read more