I cancelled a bedroom suite order on Oct. 16, 2019 that I had paid for in full on Sept 13, 2019 by check. I kept getting this piece is on delay and that piece is on delay so I got fed up and cancelled. I still have not gotten my refund which is 1700.00. I've made several calls to the store in Lexington, Ky. I was told in Oct. that the refund check had been cut on Oct. 22, 2019. I waited and waited and no check came. I called in November and wanted to go to the store to get my money but was told the check would have to come from corporate office in Canada. They would check on it. I found out in Dec. that someone at corporate had messed up that refund check and none had been sent out. I was told a new one was cut and would have a tracking number on it and I would get it by Friday, Dec. 6th or Monday, 'Dec. 9th at the latest. I didn't get it. I called Tuesday and was told they were waiting on corporate to answer their email to find a tracking number. No email came. I was told today the check was sent out on Dec. 9th and it would take 10 to 12 business days for me to get my money. Now here it is Christmas and I needed that money very badly and no money. Ashley Furniture absolutely is the worst of the worst. I hate everything about Ashley Furniture. read more

Rebecca was a great on the sales floor and helped us pick our sectional as well as bedroom suite. We are still awaiting the delivery for these. I will say when I had to call the store a few times about some errors with our order both of the employees were very rude and not helpful. read more

So far so good. We ordered quite a large amount of furniture from Rob. Due to be delivered when our new house gets done. The process of picking things out and our check out was smooth. I will give another review after we receive our furniture. read more

We visited 4 stores looking for the best price and selection and our last stop was Ashley furniture. We had the pleasure of working with Luke, what a pleasant young man and he was knowledgeable about the product and service! Luke stayed calm and focused even when my husband was drilling him over cost, warranty and delivery! Luke is the best, we will definitely be back to Ashley furniture and ask for Luke! Store manager was good to work with as well! read more

My fiancé and I ordered furniture from Ashley's during their Labor Day sale at the first of September. We bought a living room set for approximately $3,000 that we paid for in cash. We had our delivery set for over a month out on October 21st. Two days before delivery they called me and told me their had been a flight delay and we needed to reschedule our delivery date. They then called my fiancé and told him they were out of stock and needed to reschedule. That was lie number one. They rescheduled our delivery for the following Saturday, October 28th. They told us the time frame was 1:15 pm-4:15 pm and someone would call about an hour before they would head our way. That was lie number two. At 3:30pm when we had not even received our phone call that they were on the way we called to check the status and from 3:30pm forward we called every half hour to every hour checking on the status. Each time they told us a different lie that they were on the stop before us and we were next. At this point we have lost track for the number of lies we heard. Not once did anyone call and tell us they were running behind or when we called no one ever took responsibility. I had arranged my parents and grandparents to be at the house the day of delivery and we all sat and wasted our entire Saturday waiting on our delivery. They decided to call when they were 5 minutes away at 7pm. So they were one week and 3 hours late with our furniture. Then when the delivery people left and we started arranging our furniture I realized the dinner buffet did not have the shelves inside so we immediately called to see if they were left on the trucks. They called two days later and told me the shelves should be inside the buffet or under the buffet, which they were not. I was told the shelves were out of stock and they'd ship them directly to my house that would take TWO WEEKS! So for furniture we ordered a month and a half earlier that we paid for in cash, it arrived with missing pieces a week and four hours late. 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 have never ever received such poor customer service and will make sure myself or anyone I knows is aware of this and does not buy furniture from Ashley's. read more

My wife and I had been to a number of new and used furniture stores in town, including perusing yard sales, online market places, etc. We finally made our way to Ashley last weekend. Rob Lewis helped us pick out some pieces for our new home. We were so blown away by the quality of the furniture, the number of options, and Rob's helpfulness. We knew within about 10 minutes that we were buying everything at Ashley. It's our go to store now for furniture. Can't recommend it more highly. read more

Bait and switch tactics. Whatever you do, read the details on any financing. Was promised 36 months same as cash but it was only valid for 12. (fine print) Now out hundreds of dollars for accrued interest. They basically said I was SOL. Very dishonest in my opinion. read more

The sales lady introduced herself and then just let me shop, which I appreciate alot, sale was quick and painless

I have bought several pieces of furniture from Ashley Furniture over the past 2 1/2 years, including 3 beds. Of those 3 beds, one twin bed has collapsed on one corner & my king bed is leaning as if it's ready to collapse. Bc I am out of warranty (by 2 mths on king bed), Ashley will do nothing to resolve the problem. We spent $600 on extended warranties, but those "do not cover frame issues." If the frame is crap, who needs the rest of the warranty?!? I am seething! I only gave one star bc zero wasn't an option. A bed should last longer than 2 1/2 yrs! I do not recommend buying anything from this store. read more

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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 !!!!!!!!! read more

BUYERS BEWARE!!!!!! IF AND WHEN YOUR FURNITURE IS DELIVERED...IF IT IS DAMAGED IN ANY WAY, DO NOT ACCEPT IT!!! DONT LET DELIVERY GUYS TALK YOU INTO KEEPING DAMAGED FURNITURE AND TELL YOU ASHLEY WILL REPLACE IT. Ashley Home Furniture's policy is that once it makes it inside your home...ITS YOURS!!! NO REFUNDS...NO EXCHANGES!!! We bought what we thought was a very nice living room suite. Sale price was about 3250.00 without the coffee and end tables. When we sat on it and looked at it in the store, we loved it. However once we had it delivered, we noticed that there were several pieces that were damaged/scratched or chunks taken out of the wood. Some of the smaller scratches were able to be colored in with a marker by the delivery guys, but there were nothing they could do about the deep gouges in the wood. "THEY TALKED US INTO KEEPING" the damaged living room suite and said they Ashley would bring us another one in about a week. In 10 days they did. It was also damaged. We also noticed that the furniture didn't seem as comfortable as it was in the store. By now most of the throw pillows that came with the living room suite were also unraveling and coming apart. We set up another time for them to deliver for a 3rd time. Also at this point we were wondering if we even wanted the furniture due to it's defects. Finally the 3rd delivery came and it was also damaged. It had a hole in the back of the couch and they had tried to cover it up and pass it off to us, we weren't having it!!! we demanded that Ashley Home Store come get the whole Living room suite and take it back, They said they couldn't do that due to their policy of once it is inside your home it belong to you! So then I called Synchrony Bank and spoke to them and they said they would refund all money to me and I would not have to pay for it if I wasn't happy with it. GREAT!!! However when Ashley sent them their policy that once it makes it inside the customers home...Their stuck with it. They also lied and said they offered us a chance to swap it for something else. THEY DID NOT!!! Synchrony quickly changed their mind and now I am stuck with the furniture. I will never again buy from Ashley Furniture...EVER!!! read more

I never should have went to this store. They sell expensive cheap furniture. They brag about their warranties and when the furniture breaks you find it's not covered. RIP OFF! read more

We purchased a sectional couch from them. The sales crew was friendly enough, however they ended up messing up our order; even after I pulled up a picture of exactly what I wanted to verify because I thought the description sounded wrong... So after a 3 week wait from the factory our sectional showed up in the wrong configuration. The delivery guys left the couch, so we had an awkward setup for an additional 2 weeks while we waited on the correct couch to come. When the correct couch finally came, it was incomplete from the factory and none of the feet could be mounted on one half of the sectional. They left the incomplete couch and a repair man had to come the next day to complete the job. So after having to take of work early on 3 different occasions to be home for Ashley deliveries we finally got the couch we wanted... It was a very big hassle and we wasted several vacation hours that we did not plan on using. read more

I will never buy furniture from ASHLEYS again. My fiancé and I went and bought a bedroom suite, a dining room suite, as well as a couch and an ottoman on May 5, 2020. The delivery date of our bedroom suite was May 20th (Wednesday). The movers bring the bedroom suite and they have the WRONG bed rails. The mover informs us that they will call the warehouse and have someone call us to make arrangements to have the new rails delivered within 1 business day. After not hearing anything for 5 Days I finally called on Tuesday (Monday was Memorial Day) and sat on hold for over 30 minutes for the customer service representative to tell me that she couldn't cancel the rest of my order and that she would have someone call me from the store in order to get it taken care of. The next day I went to Ashley's in Hamburg in person to have my correct bed rails ordered and the rest of my order cancelled (the living room, and dining room suites) and I am informed that our new delivery date for the bed rails will be June 5th. Another 9 Days!!! (Keep in mind we gave our bed frame away on May 19th in order to have room for the new one, so our mattress is literally on the floor) June 5th finally arrives and so did the WRONG bed rails again. So now it has been 30 days and I still have the incorrect bed rails. I have the mover call the warehouse while he is standing in the bedroom. Finally I talk to a person in the warehouse and she informs me that the bed rails will be delivered the next day. WHY COULDN'T THAT HAVE HAPPENED THE FIRST TIME?? She also tells me that the Hamburg location will reach out to us to provide compensation for our troubles. They have yet to do so and it has been 11 days. I highly recommend going anywhere besides Ashley's Furniture. read more

Horrible place to buy furniture. I have just moved here from California and didn't have much money left but I wanted to get more bang for my buck so we went to Ashley's thinking they're higher end and will be a better product. We ended up spending $100 more than in our town (not including gas to and from and will have to spend more to go get the dressers) for the same product. The reason I bought them here was because they promised a 2week arrival time. It's going on week 5 and I STILL haven't gotten them. I was told that they'd be in yesterday. Still nothing. Thankfully I don't have many clothes, but my boyfriend does. On top of everything I was reading my receipt and apparently as soon as the order is committed they can not and will not change it. No refunds. No exchanges. I was only told about the exchanges, not the refund. They really screw you over and don't really seem to give a damn. It's a beautiful show room and the person who helped me was very nice (everyone else seemed stuck up) but the fact my order is 3 weeks over due and I'm still living out of my suit case is insane. Hate this place. Do not buy from them. read more

I had an ok experience....... I hope the piece of furniture fits. Will know soon when I pick it up at the warehouse.

I ordered a sofa, two end tables, a love seat, and a coffee table on September 6,2014. I received the sofa, two end tables, and the coffee table on October 2, 2014. They not only pushed the date back for the love seat (it's to be delivered on October 8,2014), but the sofa was damaged. It has a tear on the top along with black stuff all over the cushions. This is unacceptable quality. The coffee table is missing a piece that holds the glass down. I called the company to complain about the damaged, the woman I spoke to acted as if she didn't understand what I was complaining about. This of course is terrible customer service. She would not transfer me to a manger. She proceeded to ignore me. She refused to give me a refund for the damaged product. She told me that I either took the product as it was or I could refuse it and not get my money back. This is unacceptable. You pay for a quality furniture and they deliver damage product. I advise everyone not to shop at Ashley Furniture. They will deliver damaged furniture and have terrible customer service. read more

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I purchased multiple pieces of furniture with the service plan/extended warranty: coffee table, dining room table, bar top table and bed. I attempted to use the warranty for the dining room table and they gave excuses to avoid fixing it, first it was that it was normal wear and tear and then because they said the issue was caused when it was setup. I paid for delivery and setup, their people set up the table! Eventually I was sent hardware to fix it on my own, even though I had paid extra and they claim the issue was because their own doing. I was at the store and I said I wanted everything for the bed, it arrived and was all setup but there wasn't anything to actually set the mattress on. The headboard footboard and sides were there but then there was just my floor in the middle. I called and they said even though I ordered "the entire bed sans matress" I didn't specifically ask for the piece to hold the matress up. I finally got the piece but never got the support to completely hold it up so had to cut wood for support, never got it right so by bed curves up in the middle. Had the bed led than a year and the headboard is falling apart. The only thing that ever touches it is pillows. DON'T BUY HERE! read more

Terrible experience. Was promised a replacement media cabinet for one I received that was a different color than the one in the showroom. I had gone to great lengths to verify the color, taking a shelf home from floor model to see if it matched my furniture at home and it did. The unit I received was much, much darker than floor model. I called and was told they would deliver a new unit over a month ago. Never received a call and have gotten no response by this manager to multiple phone calls over the last month. I was told today by a different manager that the color looks fine to him and no need to replace it! No apologies or desire to look into the whole situation. I have never received a phone call back from original manager or the salesperson after leaving multiple messages. I never post reviews online but this was so bad I couldn't let it go. Will NEVER do business there again!! read more

Zero stars, this is for the store in Lexington, ky. I waited weeks for my order only to find out the sales associate ordered the wrong parts, so now I have a half a storage bed. I can't get the store manager or anyone in any other department to return my phone call. Not only do I not have the furniture I paid for, I don't know when they'll be back to solve the issue. A phone call to fill me in on the status would be great. Very poor customer service. Update: After 4 attempts, I finally have the bed together. Try Number 2 was missing a large part with drawers and a bookcase, try number 3 was missing bolts to put it together. After repeated calls, the warehouse supplied some bolts and sent a technician to put it together, unfortunately they did not install the lights, the USB ports or the handles for the drawers on the bed, which I wound up installing myself. The bolts turned out to be in the drawers of the bed, which the installer assured me he could not find, ()the most obvious place for the first installer to place them). This was the single worst furniture experience I have ever had. read more

Karen F. from Ashley Home Store responded to my review and after contacting her still she did absolutely nothing to resolve the situation. I think 2 weeks to wait for a mattress is ridiculous and the 10% restocking fee should have been waived but all they will tell me is sorry. I think they only respond to negative reviews to try and make themselves look good read more

There was no customer service this evening. The sales crew were gathered in the center of the store and unavailable. Not one car in the parking lot other than ours. read more

Horrible horrible delivery process and no one knows what is going on. We still have not received our furniture and was told it would be here yesterday 2:00-5:00. At 4:15 we received a call stating the truck was broke down and they were going to be 2 hours late. 6:15 I call and they say they are at the stop before ours and was promised we would get it that night even if it was 10:00. I then call back at 8:00 to this store and they tell me again they are at the stop before us and it's looking like 9:00. Well still haven't got it. Now they are saying a truck is still broke down and we can't get the stuff still the 21st! Nope I want my money back and will go somewhere else. Horrible service and no one knows what's going on. read more

My experience with this company has been a nightmare. The problems left unresolved by the company have wasted my time and also my money. I hope whoever is looking to buy sees this in time and goes elsewhere. I am looking out for you. This was my first furniture purchase, the quality from the factory is not the same as in the store also, if you return the product for lack of quality and pick something else ( if they let you); do not be surprised when the new furniture is defective. I had to wait a whole extra month for my new couch and it was defective straight out of the warehouse, in new condition. They told me the best they can do is send a technician. More strangers in my house, more waiting, more stress. This is how they do business. I strongly urge anyone to stay away from this company. They want your money and to sign you up for loans. Such great customer service in the store..... then once youve signed for a loan you get low quality mockery furniture and then furniture you will have to wait long periods of time for just to find that it's defective. Also may I add, customer care and even corporate does not care about you, your money, or your happiness with their product. They do not mind inconveniencing you. I now have to wait in another time window for yet another stranger to come into my home to fix my new furniture. Let my misfortune be a lesson and stay away from Ashley Furniture. read more

Excellent experience as a buyer. Love the new sectional! Followup to purchase has been very professional and quick to respond to a small issue. read more

Came in the store walked the whole store twice and not one person spoke to us. Even though we have spent thousands with this company. No one even said hi or anything. I will definitely take my parents money somewhere else. read more

My husband and I recent bought a sofa, love-seat, and end table. The sales associate at the store wasn't very knowledgeable or especially helpful. Our delivery came as scheduled (within the 2 hour window they gave us) and the guys called 20 minutes beforehand. The delivery guys were EXCEPTIONAL. They took extra care to not scratch the floors, walls, and front door and didn't leave any mess for me to clean up. Our furniture was delivered in great condition with no scratches or stains. read more

I Purchased a sectional and kitchen table from Ashley Furniture in Lexington, KY on labor day weekend and delivery would be a few weeks out which I was ok with. But when they delivered the furniture they sent the wrong sectional and one of the kitchen table chairs had uneven legs that could not be sat on so I did not accept them and sent them back. They had to reorder and it has been another months wait. Today they called to confirm delivery and said I had 2-5 time slot the next day. I have a wedding to go to at that time and asked if I could speak with someone to get earlier time slot, they replied no computer does scheduling but you can reschedule for another date if you'd like. Seriously, I have waited almost two months for my furniture and it has been hard for me to have any company over without somewhere for them to sit and they can't do anything to help me out. Nice furniture but HORRIBLE CUSTOMER SERVICE!!! read more

Ordered furniture from Ashley Furniture here in Lexington. I will NEVER purchase furniture from them again!!!! I have been lied to repeatedly by their staff and hung up on by their customer service staff. I was given a GUARANTEED delivery date on 9/30 and now am being told that my furniture will not be delivered until 10/15! Asked for my money back and was told that they can NOT refund my money. AND they cannot do anything to make the situation better. My advice to anyone who will listen is DO NOT BUY FURNITURE FROM ASHLEY FURNITURE!!!!!!!!!! read more

This is a horrible place!!! They would not give me the price on the internet that was advertised and was completely rude. They were going to charge me 2000.00 more than the price that was advertised plus make me put money down and pay a delivery fee. Manager was rude and sales guy was trying to be helpful. They will rip you off. Don't go there!!!i read more

i am posting an update from my earlier review. I was contacted by the customer care team from ashley furniture, which to me was a complete waste of my time. The woman who called continually blamed everything either on myself for not understanding the warranty process or blaming it on GBS for not doing the warranty work in a timely manner as i would expect. 3 months its been since i filed the claim and no one has been back out to fix the piece that broke. as she put it, i shouldve called once a week until someone showed up, i say when i called ashley furniture to report how long they were taking, that their customer service shouldve have taken control and seen to it that the company did what theyre suppose to. she said that IF i had called, they wouldve done this, but as i told her, i DID call and was told, its not their concern. the call from their customer service done nothing more than give me a worse feeling for ashley furniture than i had before. my final warning to anyone considering buying from ashley, you dont always get what you pay for. and under any circumstance, DO NOT buy the extended warranty, youre only wasting youre money unless you can do without your furniture for several months while waiting for repair. its a guarantee it will break read more

Very nice staff, we found some good deals and the sales person worked with us to ensure we were receiving the best value.

Don't get excited about your promised delivery dates!!! I was told one date and am now being told 3 weeks after that date....Still yet to see my furniture. read more

Extremely rude, condescending, and lazy staff! When I walked into this store, 4 employees were just relaxing on furniture and their desks like they were on vacation. Walked around for about 5 minutes until one of them approached me to see if I needed help. I had asked a couple questions about a possible purchase for delivery. Basically, I was told that they work for their sales, not to answer questions, and that it would affect his bonus for a customer just to walk in and not buy anything. I will never return to this store and will surely turn people away for going there in the future! read more

Yelp don't let me give anything below 1 star, so that is how Ashley gained 1 star from my end ! I worked with Jessie Webb for 2 days and what a waste of time ! Jessie gave me two quotes. I want to purchase one of it. Then Jessie broke the bad news that she miscalculated and the price is actually a $1000 up. I know it happens. I asked her to give me a right quote on another bedroom set. Jessie came up with $2249. I am ready to buy and she came back and said the actual price is $2850. WHAT !!! She should take a MATH class before taking up a sales job ! Not to mention, I waited for 2 hours for her to do all those wrong calculations ! And then entered an egoistic attitude manager. He said 'SORRY' and left. I informed Jessie that I selected another bed room set in a different store which close at 6 PM. Jessie wasted all my precious time in her store while LEARNING or TRYING to do MATH on a CALCULATOR !!!! Better avoid Ashley !!!! read more

I purchased a 3 piece living room suit while in Indianapolis, IN almost 5 years ago. I then purchased the insurance to cover "anything that goes wrong" (I'll review that later). August 25th I started a claim because the arm activating my recliner broke into 2 pieces. After getting the ok from the insurance, I made contact with the Ashley Home Furnishings in Lexington, KY. After countless lies (including my sales lady telling me [4th visit] that she had a "training class to attend" then to find out within 10 minutes from another sales clerk "she's at lunch"), confusion between the Kentucky home office in Louisville and the local store in Lexington ... even involved 2 stores in Indianapolis (Castleton and Greenwood) I was told that the store policy is to NOT MATCH COMPETITOR prices (even though I was told that they DID on my very first visit) when accepting money for a furniture insurance claim. They would be happy to match competitor prices if I was putting 3 $100.00 bills on the counter, but if they were going to receive guaranteed funds in the form of a check from Montage Insurance ... they COULDN'T price match. After putting up with the circular nonsensical reasoning for 4 visits and countless times on the phone I finally decided to settle with the insurance (Montage) for 1/2 the money. IF I COULD POST A NEGATIVE STAR RATING THEY WOULD GET -5 .... THE WORST CUSTOMER SERVICE I've EVER dealt with in my life!!!!!!!!! DON"T WASTE YOUR TIME OR YOUR HARD EARNED MONEY!!!!!!!!!!! read more

When ordering the sofa at the store, the staff were polite and helpful. A week later we picked it up at the warehouse. After getting it home the assembly was rather simple. When we attempted to open the pull out sofa we heard a disturbing sound. Upon inspection there were several bolts missing and the one that was attached was done improperly and the metal from the pull out gauged our wooden floor. After 2 of us worked on it for an hour we attached the proper bolts and it is working again. The furniture was cheaply made of particle board. The staff told us the matress was good and there was no bar that you could feel when lying down on the matress. No there are 2 bars that are very uncomfortable and the matress is very cheap thin spring matress. I thought this was a store with good quality furniture. I am glad it was on sale ( although still not cheap). It was not worth the sale price. I was very disappointed with the quality and construction. I will never shop there again. read more

The in-store experience was great. The salesman was friendly and helpful. We were pleasantly surprised to have the 3 pieces we bought delivered in one week and on a Saturday. However, upon delivery, 2 out of the 3 pieces were damaged. The delivery person took pictures but said that it was my responsibility to report the damage to customer care. I called and gave the information. I was told that I would receive a phone call by Wed to let me know when to expect re-delivery of the two damaged pieces. I did not receive a call so I called. I was informed it would be 5 weeks before I could get the new pieces. I was told it was because they are made to order. This is not the case as the salesperson showed us they had 7 of each of the 3 pieces in inventory. The person on the phone still argued that they are made to order and it took this long for them to be made. Delivering damaged furniture seems to be extremely common given the lackadaisical attitude displayed by the delivery person and the contacts at customer care. 1 out of 3 is not a great performance in delivering furniture in good condition. I contacted the salesperson 2 days ago but have yet to get a response. I like the furniture but really could use a little more sense of urgency in resolving this situation. Very frustrating to spend the money that we did and then wait 7 weeks to get the 2nd delivery - hoping that nothing is damaged this time. read more