Ashley Furniture HomeStore - Bluegrass Parkway

This company DOES NOT CARE...PERIOD! I had multiple issues between the store in Lexington, KY and Ashley Customer Service! Took me 4 months, after my purchase was delivered, just to find someone in a district management position to speak with. That person was SHARON *** who was "going to look into these situations and get back to me" and I have yet to hear from her. Left numerous voicemails for her and she has FAILED to call me back. I can see now why their employees don't care about their customers because LEADERSHIP does not care about their customers either! Ashley Furniture WILL NEVER see another penny from me! No need to care about them when they care less about you...the customer!

On 10/28/2019 I purchased $1,627.53 worth of furniture from Ashley Furniture with a verbal promise of delivery of all items before Christmas. On 11/19/19 all of the furniture was delivered except for a Server valued at $424.99. Upon questioning Ashley Employees again promised delivery before Christmas. The Server was not delivered as promised. Multiple attempts have been made to cancel the order on the prepaid Server and obtain a refund. Ashley furniture representatives have now been stating that the delivery will be delayed until 2021 and have not cancelled the order or returned the money. I feel that Ashley furniture has lied to me and used Bait and Switch tactics to lure me into a purchase with the full knowledge that they could not fulfill their delivery promise prior to Christmas. Waiting for over a year to acquire the Server is unacceptable. I will be seeking civil damages in court. This Business is lacking in credibility and the City of Louisville should consider licensing and penalties for shady business practices reflecting poorly on the community.

We bought 2 sofas, an accent chair, and 4 pillows (in same pattern as chair) from AF on 11/2/19, salesman was ***. (he had been with AF 30 days) Delivery was scheduled for 11/11/19. Called on 11/11/19 to get delivery time & was told we wouldn’t get furniture until approx 11/28. We called AF,talked to ***,he said he didn’t know why we didn’t get delivery,but he would find out and call back. He called back & said they were out of stock. The 2 sofas & chair were delivered on 11/23. Pillows were NOT with the delivery. Delivery people said they were special order and would arrive later,they were supposed to have noted this on our paperwork(we NEVER received a copy of). I called AF the 1st week of December to check status of pillows. I spoke w/the manager of the store ***,he said pillows had NEVER been ordered. As we were on the phone,he looked up the pillows,got the item number,and processed the order at that time. He said they would ship directly to my home. I called *** on 12/9 to find out the status of the order,he assured me the order was processed and would ship directly to us,7-10 days delivery timeframe. I called *** again on 12/18/19 to find out when I would get the pillows. When I told him I still hadn’t received them,he began LAUGHING and said he wasn’t sure why I didn’t have them yet,I asked him to track the shipment,he said he couldn’t do that,he didn’t have the order number. I asked him to contact their vendor & get that info,I’d track the package myself. He told me he couldn’t do that,I’d have to contact their vendor MYSELF to get the information. At that point I told him I was upset w/this situation and just wanted my pillows and/or a refund. He said sure and then HUNG UP ON ME!! I immediately called back & spoke with ***,I refused to talk to ***,told her I wanted the information on my order. She said she couldn’t help me,she didn’t place the order,the person who did wasn’t in. I asked for their corporate contact information and got the number for Memphis, Tn (***-xxx-xxxx) I called them to get this resolved. I spoke w/an agent at that number,she took my complaints: *** (laughing & hanging up on me),and the store (never receiving my pillows). She researched and found that an order for the pillows was NEVER placed. I was to have received a call back from someone in Memphis within 24-48 hrs. I have yet to hear back from them. We paid $200 (plus tax) for these pillows.

I feel this company is very misleading. Bought a new couch and love seat with a 1 year manufactures warranty and 5 year extended warranty. At 9 months the couch already started showing signs of wear and per the warranty was told they could clean or repair. Technician came to house and indicated there was no way they could clean properly and do repair needed. He said to decline service and they would then replace the cushion covers due to the wear and tear. After 2 months I decided to call back to Ashley and inquire as to where replacement cushion covers were. They told me that this repair not covered by 1 year warranty, then referred to extended warranty company. Extended warranty company (GVS) then indicates since I decline service it voided the warranty. Very misleading and disappointing that a representative tells me one thing that cause warranty on less than a 1 year old couch to be voided. Due to the horrible condition of the couch in such a short time and misleading information from the representatives I would never recommend doing business with this company again.

Purchased furniture from this store this past summer. Within a couple months, the finish on the bed footboard started to come off. I have spent MONTHS trying to get it fixed, but they claim it is not a manufacturing defect. The extended warranty service will not cover it as well because they said it looks like a manufacturing defect. So now I am stuck with $4000 furniture that is peeling. I have never been so disgusted with a company in my life. And everyone I have talked to has not been willing to help and has been rude. I just want my footboard replaced.

Paid deposit of $300 to Ashley home store. Couldn't process full payment so backed out of the purchase. Wouldn't give me refund back stating that it had to go through corporate office. Called corporate office and they said 7-10 business days.

I purchased bedding from Ashley Furniture here and they said I needed to buy a duvet insert (I learned later I did not their bedding included it). They sold me a King Duvet Insert bag, but when I got home it was USED and two twins. I returned to store and was promised money back got a receipt and returned product. I paid cash on original purchase (never again, because they couldn't give me cash back) It's been month and I'm still waiting for money they owe me and I have no product. This is crazy!

We placed an order on September 21st for 2 bar stools, a console table, entertainment center, 6 piece sectional and 2 bedroom sets. On October 2nd we received the console table, entertainment center and bar stools. The tv stand portion was cracked and a replacement is supposed to be sent October 26th. The console table was clearly used. It was filled with dirt and pet hair and also wouldn't close all the way. On October 15th we received the sectional and the 2 bedroom sets minus one headboard and one footboard. Three of the six pieces of the sectional are damaged. One section is so warped that it won't recline nor attach to the other piece. The wedge has a hole in the fabric on the back. The reclining chaise automatically reclines when you sit in it. The bedroom sets were originally supposed to arrive October 2nd but were delayed to October 15th. The missing pieces were set to be delivered October 24th but are now delayed until after November 1st. We have requested a refund for the sectional but are being denied. We no longer want to deal with this nightmare especially since they continue to send damaged and used items. I have spoken to *** from the escalation team once on Thursday October 17th. She was supposed to get back with me but never has. I went in store and spoke to the manager and was told that my case would be sent to corporate but have heard nothing. I emailed there National *** page and was blocked. Every one I have spoken with is denying a refund. When we purchase new items we expect new items but are obviously not receiving new items.

We purchased a 5-piece sectional couch from Ashley Homestore and scheduled delivery for September 24th. On September 20th, I received a VM from Ashley Furniture to confirm the delivery. When I called back that same day, I was informed that 2 of the 5 pieces would not be be available by the 24th but would be available by September 30th and at that time I had two options - receive a partial delivery for the 3 available items on the 24th with the remaining 2 items on the 30th or receive all 5 items on the 30th. Assuming I would only need to wait a week for the remaining 2 items, I agreed to the partial delivery for the 24th. At this time, I was told that because this is a partial delivery that I would still be able to return any items once the full delivery was made on the 30th.

By September 30th I had not received an update on what I was made to believe was a scheduled delivery. When I called Ashley Furniture to confirm on the morning of the 30th I was informed that only 1 of the remaining 2 items was "in transfer" and I was not given a delivery date for that item while the 2nd item wouldn't be ready until October 22nd. Moreover, I was told that I could not return the 3 delivered items per company policy despite my understanding at the time of agreeing to have them being delivered now no longer being valid.

I ordered furniture from Ashley. The store delivered damaged furniture to my home 3 times. I tried contacting the warehouse to go look at the furniture before it’s loaded, I called corporate numbers multiple times and I contacted the store and the warehouse. My third delivery was the same furniture (dresser) I declined on the first delivery (corner top appeared to have been sanded down, repaired and repainted a slightly different color so it was easily recognized). I also was not happy that furniture removals were on the truck with new deliveries..specifically a VERY dirty recliner in pieces being kicked around the truck. I felt my only recourse was to cancel the order...I couldn’t continue to take off work for three hour delivery windows. I cancelled the order on 7/26. On this same day my order was processed through to the store’s lender. On 8/12 a bill was cut to me for $1681.72. The store’s creditor doesn’t have cancellation paperwork and I was told to contact the store. The store manager is telling me he sent the paperwork and there is nothing more he can do. I just need to contest the billing through the creditor’s process and he is sure it will work out. I requested a phone number for Ashley’s billing to be told they don’t give that number, yet this is the group that I’m told handles this type of issue. The store blames warehouse and delivery, warehouse refers to store, corporate and call center defer to store, delivery is subcontracted, creditor defers to store and when I finally cancel I am billed anyway (worth noting my deposit was returned by Ashley).

Ashley Furniture delivered only a small part of our order. They never followed up with addition contact to fix the situation. When we finally contacted them they told us what was to be delivered in July would not be available until October. When we said the delay was unacceptable and we would like to return the few pieces delivered they refused. They are holding us hostage to their inability to fulfill their obligations and instead of doing the right thing they are forcing us to deal with their customer service which lacks any service. We are being blackmailed due to their inability to uphold their delivery schedule. We have reached out to the company every way possible and have been left with numerous calls being not returned that were promised and invalid email addresses for support. We have spent hours on the phone trying to get this resolved and two full days awaiting unsuccessful deliveries. We want nothing further to do with such an impotent company.

I purchased a mattress and 2 nightstands from 3 weeks ago. I waited 2 weeks for delivery which was supposed to be this past Tuesday between 900-1200. I called Tuesday morning to inquire about my delivery due to the fact that it was not showing in their system. I was informed that my delivery would now be between 945-1245. When 100 PM came around I called again and was told that my delivery would now be at least an hour late, I had to return to work and was unable to sit around that house waiting for a late delivery. I once again called customer service and was told that I had to wait till Wednesday morning to even attempt to call and reschedule the delivery. I went into the store Wednesday and requested a full refund. Apparently there is only 1 person at this store that is able to do a refund and she was not there on Thursday. I gave all my information to the employee and the on duty manager and requested a call back the next day when my refund had been processed. I went back Friday to find out why I had yet to receive a phone call or a refund I was told that the person that does that was there Thursday and failed to do it and was not there that they because they called in to work sick. Today is now Sunday and I still do not have a refund and have yet to receive even a phone call. If you attempt to call that location all you get is an automated system that redirects you so you are not able to actually talk to anyone at that location. This is terrible business and I will never purchase anything from Ashley Furniture and I will also discourage anyone else I know from purchasing from them.

I purchased a dining set on June 25. The order number is ***. It got delivered on July 13. For the table, they did not drill the holes for leg attaching. The delivery person could not assemble it. The delivery person agreed with me that this is an easy problem to fix. If I contact the sales person, they could get a person to come to my house to fix it. I contacted the store. The lady transferred me to the service line, which did not answer my call at all. I called the store again, asking for talking to the manager. The lady first said that the manager was talking to a customer. Then she said that he was in a meeting, and asked me to just simply wait for their service department to contact me ( which could be a few days). I got so angry that I have a table upside down in my dining room with three legging pointing to the ceiling and one leg missing. I told her that I never had this kind of experience, and I wanted it to be fixed as soon as possible. She said that she could not give me an answer, and hung up my call.

I have had not one but two nightmare situations with AF. The first one started with the AF store in Bluegrass Prk. The first was 6 months ago, over that one. Decided to try one more time. My husband and I purchased a bedroom suite from the *** at Fort Knox, Ky. We paid for our furniture, and paid for set up ( $70.00). When the delivery men came, the bed was missing 6 screws, and 8 washers. We could not send back because we were moving in two days. We were moving because my husband is 72 with ***, He also has physical therapy every other day because of his back. He cannot climb stairs, he cannot bend over because of the breathing problems and the vertigo. I called the corporate office of Ashley Furniture. The customer service rep was not willing to help at all. We bought the screws and washers. All we needed was someone to come put all the hardware on and set up. She refused to help whatsoever!!

The store salespeople are not thorough with explaining I'd you pick up an item there is a fee for it to be assembled. I spoke with manager Ingrid and she was very rude, hung up on me and wanted to do nothing to help with my inconvenience or to help resolve the issue.

I purchased a lift-top coffee table in Nov. 2018. The lift mechanism screws fell out in Jan. 2019 and we simply put the screws back in. They fell out again in Feb. 2019, so I called the store to see if a repair tech could take a look at it. I was told that since we touched the screws that the warranty was no longer valid, and that there was no return/exchange policy. So, essentially, I am stuck with a $300 piece of wood in my living room that is not functional.

We purchased a sectional sofa from Ashley and the experience has been horrible. Our recliner does not set level and Ashley keeps replacing the same recliner mechanism in order to correct the defect. But, it had never been corrected. Now, Ashley is failing to stand behind their product. They want to attempt the same repair, again, for a third time! If the first two repairs didn’t work, why do it a third time? We now have long slabs of rubber wedged under the right side of our recliner. The recliner has caused medical issues for my wife and I, as the seat is unlevel and causes sever back pain. Ashley will not replace the recliner. They don’t stand behind their warranties. Every piece of Ashley furniture we’ve ever owned was poorly built and it seems the poor workmanship and customer service is status quo. Take your money elsewhere. I’ve seen Walmart furniture outlast and outperform Ashley furniture. We’re now finalizing a lawsuit against Ashley. We’re confident we’ll prevail. Avoid Ashley at all cost!

I bought a bedroom suite and a dining room table with four chairs from Ashley Furniture. When I made the purchase I paid for a warranty for both sets different amounts. I was told this would cover scratches and broken pieces when a certain time frame. I am still under that time frame and they are refusing to replace the broken chairs and the scratched furniture. This wasnt due to mishandling. The furniture is garbage. I paid way too much for the garbage I received and I want it replaced. I have two chairs that the back top piece has just fallen off. I cant fix it I tried. My bedroom suite scratches so easy its ridiculous and I paid to have anything like that fixed. I have opened claims with them and sent the photos they requested and they refuse to answer me. I still owe them over $700 and I dont think I should pay for the warranty if I cant use it. I am hoping that Revdex.com can help me resolve this issue.

Any help will be greatly appreciated.

Purchased tempur-pedic mattress from this store. The sales staff were aware that we were clearly going to purchase a mattress, we already had one and told them we were purchasing from the website, just needed to lay on a few to made decision on which to get. They insisted we make the purchase there because a portion of proceeds went to charity. I told them it was cheaper on the Tempur-Pedic site, they delivered free and no hassle. They promised same thing. It took over an hour for them to figure out how to price match. Once it was done, all I was given was a copy of my receipt, there were issues with the printer, so I received no copies of anything I had to sign. Today I called concerned about over $5K already having to pay on my credit card and deliver not for another month. Delivery told me they were bringing me a King, and two twin bases. Should be Cal-king base and mattress. Tempur will price match. Looking today, Sears has this Ease 2.0 base for $749.99 and Ashley charged me $1299.98. No one can tell me what is actually being delivered to me. I've spent an hour trying to get to the actual store I purchased and get someone on the phone and they say "no managers" are in.

Purchased a t able and chairs from them last year and originally filed a complaint with you in October of 2018. In trying to resolve the situation The manager sent 4 different tables to replace the defective one but all 4 had the same issues. We finally accept the 4th one and it too has now start peeling the finish off the top of it. In speaking with the manager she stated she contacted the vendor (who is also Ashley Furniture) and they stated there was no defects with the table. Was also promised a credit back in October which I never received and contacted manager several times but still not got that either. What are the chances that 5 different table have the same issue but there is no manufacturer defect? Even had the delivery guys say the same thing...there is a defect with this table.