Ashley Furniture HomeStore - Bluegrass Parkway

I purchased a cabinet from the company around Labor Day. It did not arrive until after Thanksgiving. 30 days later, I noticed that several sides of the piece were warped. Ashley said that they would come to the house and repair it. However, they have still not done this (the part that they need is still not available) after two months. Also, there are parts of the piece that are still warped that are a part of the furniture itself (not the doors) that cannot be repaired. I asked for a refund, and they refused.

Worst experience I’ve ever had, I ordered $6000 worth of furniture the first of November, a delivery date is set then called and said it’s back ordered for another 4 weeks, I’ve changed my order to come sooner and yet called again to say it was back ordered, not being delivered for another 3 weeks, I will never shop Ashley again having being lied to so many times, Ive missed two days of work waiting for deliveries scheduled that never showed only to be told they were back ordered again. Now im already paying on furniture I dont have and dont know when ill get.Ive called several times and talked to a number of people only to be told they dont know and cant help me. I finally got ahold of someone who apologized and guaranteed delivery, then I was called less than a week later to be told Again my furniture had been pushed back another 3 weeks. It has now been 3 months with no, or half of a piece of furniture. Now this person wont return my phone calls.

Order #:
***
Customer #:
***
Order Date:
11/21/18
Customer Pickup Date:

11/21/18
Total Sales Order:

$5,824.20

Livingroom suite and bedroom suite purchase - Major issue with customer service. We paid for a sectional and ottoman almost 2 months ago and still have not received it. We are now being told that we will never get it and that we could exchange for another couch, but they won't honor the sale that was going on when we purchased it originally. We paid in full and now the prices are, in some cases, $1000 higher. We do not feel that we should be penalized for Ashley Furniture's mistake. The couch is now discontinued and we've done without furniture for 2 months while they are holding our money hostage. We asked for a refund and were told they didn't have a manager that could give it to us when we drove 50 miles back to Ashley. We were told they would refund and call us Wednesday morning. They did not. We called and they took a message and said they would return the call shortly. That was yesterday morning and we have still heard nothing. It is a bait and switch and I am extremely disappointed that this is how we are being treated when we paid in full at the time of purchase and still do not have our furniture or our money. We were told that they would charge a 10% restocking fee if we cancelled and we would be charged for the ottoman that was delivered by mistake. *** has left 3 messages for the manager, who was supposed to contact us early Wednesday morning, but never has. We were told that an operations manager was the only one that could refund our money, but another employee told *** that they didn't have any such thing as an operations manager. We just want our furniture or our refund.

We purchased the Tyler Creek Dining room table and chairs through the Ashley Store in Louisville, KY. We thought we found what we were looking for finally. Pretty quickly all the chairs (we bought 6) were splintering everywhere - we have pictures as proof. As for the table, within a few months it is fading in places, the finish is peeling and it appears that none of this was sealed properly. When you spend this money one would think putting a cup on a table wouldn't destroy it. We have reached out to several people, including the store manager - and they say it is not a defect. They refuse to respond to us in writing as to why they won't cover the warranty, nor have they even sent anyone to look it. We are well within the manufactures warranty as well. The set we received is defective and if you search reviews on other sites you will see we are not the only ones having these issues. Ashley refuses to stand by our warranty. Buyer beware in a few months you will be disappointed too.

Bought several items from this store. Was convinced to buy the warranty. After two months I had problems with the items. Called Ashly and they refused to back the warranty. Was lied to just to get the purchase. The same thing has happened to a few other people I know. Steer clear, build quality is lack luster and warranty is just a piece of paper with nothing to back it.

My husband I purchased a dining room set a on November 18. Upon making order we were told it would be delivered on December 1. When the sales person input our credit card and made purchase, she said it would be delivered on December 11th. We were frustrated but decided to move forward. When we got home, we noticed that she ordered wrong amount of chairs. So I called customer care and said they would have someone call. No call and this happened several times until we went to dispute at store where the manager finally rectified the problem. Then we got a call saying we weren’t getting table. I screamed and I wanted my money back. Literally would not do it. My husband went there and they said it would be available in a couple days since there were 6 tables in Lexington. They lied and there are no tables. They sent me chairs next day and told me it was the table and chairs. No table. They will not take chairs back since they are in the home. They did that so I could not get refunded for our purchase. I have been lied to repeatedly, hung up on, been berated and I have now seen them do this to other customers as I stood in line. I have watched them tell a customer they would refund his money and then see they actually hit his account twice for the charge he wanted refunded. They told him to get out of the store and not their problem and to take it to their credit card area where he has constantly ignored. He threatened lawsuit and they kicked him out. How does this happen and the Revdex.com gives them an A rating. Please investigate this company. It is awful. Now I am afraid to get a refund in fear of retribution like the customer before me. The woman who works in front is angry and mean. She will not help you and angers her that you dared to come for help. When I asked for refund she shook paper at me telling me she would get me my damn order and give her time and she would me later in day. Never called. She will never call. I have been ignored 5 times.

I purchased a sofa and love seat for my ***, 3 weeks ago (the order is under his name). The furniture was to be delivered on 11/24/18 between the 2:45 - 5:45 PM. We received the confirmation text on Wednesday, November 21, 2018 at 1:01 PM which we confirmed. The delivery folks arrived to deliver at noon, and when they called no one was home. They left. They were 2 hours and 45 minutes early, and told us it would need to be rescheduled. I called *** at 12:30 PM, regarding the delivery, spoke to a lady who was no help (even laughed), finally got a manager (*** not sure of spelling) who told me my "story" checked out and they would send the truck back by. I called the office back at 6:54 PM since no one had called, and was assured the delivery would still happen, and they could deliver up to 10 PM. I find this odd. The delivery driver does not answer his phone (***) and I'm certain the delivery isn't going to happen today/tonight or tomorrow for that matter. Needless to say I'm disappointed in the customer service. I will now need to make other arrangements and most likely just pick up myself. I am requesting a credit for the delivery and honestly, a discount on the furniture I purchased. This isn't the first time I've had a bad experience with Ashley's but I decided to give it another chance. Our sales guy was great, it's a shame the delivery part can't back up the sales folks. When there are issues no one is available to help. Being in customer service myself, this is unexceptionable. I look forward to hearing from someone soon

The table was originally bought in July 2018 and when it was delivered in August it immediately had an issue where the table and chairs were wobbly so they replaced it 2 weeks later. Now the table top finish is flaking off. I called customer service and they had me send in some pictures of it and was told it was a customer issue. I asked to speak with a manager and was hung up on. Called back and was told *** would call me back never did. I called back 2 days later and was told I could speak to a supervisor/manager since this was customer issue. I want the table fixed or exchanged or my money back. These people are the rudest company I have ever dealt with and will never deal with them again. I live in a household with my husband no children or anything. I think since we bought the table we may have sit at it 10 times....The finish is literally flaking off.

I had a scheduled delivery for the first week of September for my furniture delivery. Everything arrived but three dining room chairs were unlevel by 3-4 inches and the delivery men told me that my floor was uneven before I compared the obvious correct chair that was built correctly. While putting together the table they dinged up my floor by letting the legs fall and smash into the floor, tore up my wreath on the front door, and chipped some paint in the house, and the coffee table also had scuffs in the side of the table (this is being replaced).

Now, the chairs were set to be rescheduled within 1-2 weeks, I had called in and confirmed a delivery date for the chairs. Still, I have no chairs delivered. I called in and they promised me a delivery refund and I would be contacted soon regarding the delivery date. Still, no one called me so I had to call in again to check on the delivery, nothing had been rescheduled. Thus, we are a month and a half out by the time my chairs are "going to be delivered". Let alone my biggest problem with this company is that the folder I was handed with my financing papers inside had another store shoppers SSN, date of birth, name, salary, and other details visible.

I have called the guest response team over 10 times with the expectation of a supervisor to give me a callback and I have had no response from this alleged supervisor. My ask for resolution is not a huge ask. Any other company that doesn't try and scam their customers would be obligated and respectful enough to refund a delivery fee for an experience that ruins a customers shopping experience.

I have bought several household furniture item from Ashley Furniture over the years and have been pleased with the quality. That being said I purchased a sectional an little over a year ago that has a broken frame. I bought the extended warranty on my furniture as well but am being told that that warranty dosen't include that type of damage. It only covers tips, stains and burns in the upholstery. I am totally blown away by Ashley and GBS Enterprises unwillingness to help me with this problem. Word to the wise don't purchase their crap extended warranty it's not worth the paper it's printed on!

I purchased a bed from then on June 24,2018. The delivery date was set for July 14,2018. I received a call from them on July 12,2018 saying that they would not be delivering my bed because they did not have the parts to my bed, after being guaranteed that they would be ready on July 7,2018. We rescheduled for today— July 28,2018. I received a call this morning saying that they do not have the parts still and that they would not be delivering it today—over a month after the purchase date.

We have had multiple delivery issues, quality issues, and warranty issues along with poor customer service. We have purchased a Bed that took 4 attempts to deliver along with overcharging us for the product. Our kitchen table and chairs were delivered broken and when they sent a repair man a month later he said that all their product is cheap and not well made (that was a manufacture representative). Our couch began to fall apart after a month of ownership and we have had two repair men out both telling us that the entire couch should be replaced. Ashley has made an attempt to repair and replace part of the sectionals and has failed to deliver the parts needed. I've paid for broken furniture, with horrible customer service, and I even bought their warranty plan (joke). The warranty company blames the manufacture and the manufacture puts it on the warranty company. we have a new born child with special needs and the fact we can't enjoy our kitchen and living room is putting a strain on our family. My next step is to retain an attorney.

I purchased a bedroom set and I've had seven delivery dates and not one of them have ben to my satisfaction,every time they have brought a bed out here it has been scratched up or nicked up and discolored.I have reached out every time to get a solution and unfortunately the problem has not been resolved. I made the mistake to allow them to leave the furniture with me on May 25th with the understanding that they would make it right and on June 22nd they tried to deliver me a bed with nicks and I did not accept it and now I have not heard anything from them

I email the District Operations Manager Barry *** before filing a complaint with the Revdex.com he has not answer yet.
I receive my bedroom furniture on 4/28/18, a month later I notice a defect in the wood color on my footboard when the light shines on it. I called GRT Guest at *** and they told me to send pictures. A week later they called me and told me I cause the defect that is what a supervise told her to tell me. I could not believe what I heard, I said I did nothing to it and please have someone look at it in person, they just hung up on me. So I went to the Ashley store on Bluegrass Parkway and talk to the store manager (Anthony ***) he said he would check on it. No help from the Manager , I guess he is too busy. I do not like to be accuse of something I did not do ! They made me feel like a criminal. All I wanted was some one to look at the wood defect in person at my home.
The worst customer service I have ever experienced!!!

I purchased the Porter king sleigh bed for $900 along with several thousands worth of furniture from the store on 2/23. On 3/6 my bedframe arrived. On 3/20 while my fiance and I were sleeping we heard a crack noise that woke us up. We inspected underneath the bed to find that four of the center support legs were cracked. The next day I called Ashley Home Furniture to order the parts and they arrived on 4/11. Before the third party company that Ashley Home uses to install them was able to arrive my bed completely broke during the night on 4/28. I called 4/30 when customer service opened I called them to order the parts, I needed all new slabs since they were all cracked and/or broken and also the right side of the bedframe since it was also broken. On 5/3 the part for the bedframe came in and I called Ashely Home cust. service to inquire as to why the slabs were also not in the shipment, the rep I spoke to assured me that they were ordered and they come from a different warehouse and it would come separately and would ship in 7-10 business days. Today, 5/15 I called to inquire as to when my slats would ship out only to find out that they were supposed to ship out with the bedframe and was supposed to arrive on 5/3. So, of course I had to reorder the part yet again. Out of the 71 days I have had this bed 57 days of it has been broken. This bed could of seriously injured my fiance or myself because it was broken. My $1500 mattress that I also purchased from Ashley Home furniture is now on the ground. When I call to speak to customer service they say that all they can do is order the parts, it doesn't mean anything to them that I have spent thousands with them.

Bought a dining room table. Did not get the extended warranty. Have had the table less than a week. First time eating at the table and it already has stains on it. It's a dining room table. They are meant to be used when eating. Store will not do anything about it.

Don't assume products that are meant to be eaten at have protective finishes. Poor quality expensive product. Will not recommend or use this store again. Poor customer service. Less than desired quality.

Purchased 6 piece sectional sofa. 4 pieces were delivered on 4-17-18. Failed to even advise me two pieces were on back order until the delivery truck dropped of the first 4 pieces. I immediately noticed a large wrinkle in the console. The driver phoned the office and they agreed to change out the console. The driver asked me to sign for delivery which Imdid, and left. I immediately noticed a nick in the leather of an armless chair and called the driver right back. He told me I needed to call the office to report it because they were no longer responsible once the truck had left.
I called the sales office. They transferred me to the Guest Response Team. The lady who answered for GRT stated I would have to phone the next day because it wasn't in their system until the day after it was delivered.

The next day I phoned back and the GRT agreed to exchange both damaged pieces on May 5th.

In the meantime I received a call stating they would deliver my remaining two pieces on 4-19. I was working on 4-19 but my husband took delivery. Once again the delivery truck was at our home all of 10 minutes, set the pieces in place and asked for a signature and were gone. My husband phoned me to report that both pieces were unacceptable. The armless reclined had a nick in the leather on the back ( he did not see because it was against a wall) and the mechanics on the right facing arm reclined did not work. I did not call the office on the 19th because they had told me on the 17th that I must wait until the next business day.
At 10 am the next day (4-20) I phoned to report the issue but I asked to speak to a manager because 4 of 6 pieces of a sectional being unacceptable is not good. I was told the managers at the store could do nothing. I needed to take it up with the manager of the Guest Response Team. Again I was transferred to the Guest Response Team.
This time I was told they couldn't do anything about it because the driver had already left and the thing my husband signed said it was in good order (some type of waiver). I explained that at no time were we advised we were signing any type of waiver and the drivers set the furniture in place and limmediately ask you to sign and they are gone. I asked 3 or 4 times to speak with the supervisor prior to finally being transferred to the supervisor. *** (?spelling) told me they would not exchange the pieces because my husband signed a waiver saying it was in good order. I again explained their "drop and run" process and the fact that I tried on the 17th to report the damage to the first two pieces and they told me they couldn't take a report until the following day.
I am now upset and asked to speak with ***'s supervisor. He advised me that he was as far as my call would go. He was not going to agree to exchange the two additional pieces. I continued to ask to speak with his supervisor (4 or 5 times). At that point *** told me since he wasn't agreeable to exchanging the pieces or letting me speak with his supervisor our call was over.
I immediately phoned the sales office and *** told me the manager would call me within 24 hours.
Anger no response from the manager, on 4-23 at 10am I called back. *** once again stated I needed to take it up with the GRT. I explained the rude treatment again and asked that their manager escalate it with the GRT manager. She assured me they would and someone would be back to me in 24 hours.
Today (4-25-18) I phoned again because of no response. Once again they refused to let me speak with the manager and acted like they had never heard the story. I told they *** had already asked the manager to escalate the matter with the GRT manager and the GRT manager was not responsive. Finally they stated I would just have to wait for the GRT manager to call me. *** finally suggested giving me the corporate office phone number. I took the number but then stated that the sales manager should have already contacted the corporate office to report the non responsive GRT manager. Now I would be starting all over again with someone new! I told her I would be contacting the Revdex.com to file a complaint.

I bought a three piece sectional sofa in September and approximately 3 months later, it was pilling so bad that I called the warranty number (paid extra for so-called extra protection), was told that the warranty did not cover pilling and to call the guest response team. I had to call 3 separate people and email each ones pictures of my couch, each of them stated that someone would return my call within 24 hours, that never happened. Fourth time I called and asked for a supervisor who told me that I needed to use a razor and shave my sofa which at this point was less than six months old. I then proceeded to take a cushion into the store and see if someone there could help me. The sales person took pictures with his own phone of the cushion and agreed that the amount of pilling was unacceptable and he would be just as upset so he was going to send to upper mgmt. After numerous additional emails, I finally spoke with this person in upper mgmt who told me that the only thing they can do is replace the cushion covers with the exact same poor quality material.

I had a leather sofa and ottoman delivered on 3/10/2018. They have a very strong chemical smell that fills my whole apartment resulting in headaches, dizzy spells, eyes, nose and lungs burning and sometimes a cough that I cannot get rid of. I feel better when I am not there so I have had to go stay with someone until this is resolved. I called the resolution center and it took a week to even get them to actually do what they said and start a ticket for a service tech to come to my apartment and look at the furniture. Once I finally got that started, they told me it would be 2 weeks. Since they know they use toxic chemicals and this is not the first complaint, I feel they should expedite the matter. The people I talked to at the resolution center were actually rude to me and gave the impression that they really don't care...possibly because they get these calls a lot. One lady told me there was nothing they could do then suggested I get a doctors note. I asked what would be different with a doctors note because in my opinion, that is telling me that something can actually be done. She did not respond when I asked her what they could do if I had a doctors note so not sure what that was about.

By the time they get to my apartment on 4/4, it will be almost a month that I have had to find places to stay and haul my office equipment around since I work from home. I pay $1109 a month in rent not including utilities and I just moved into this apartment in February. I am very frustrated that I was delivered furniture that has a chemical smell in the first place but I am even more frustrated by how Ashely Furniture seems to be in no hurry to resolve it.

I was unsatisied with the furniture. They encouraged me to sign another contract and didn’t allow me to cancel. They also pushed my deliver date out further. They are trying to charge me a cancellation fee 10%. I have been waiting over a month for this furniture.