Ashley Furniture HomeStore - Bluegrass Parkway

We purchased over $7,000 worth of furniture to furnish our new home. We had many issues with this order. Some of the delivery times were delayed, pieces delivered damaged, and return and redelivering was difficult. The main issue revolved around a full bed we ordered. It was delivered in separate orders so we had to schedule a tech to come out and put together once the items were all delivered. After weeks of waiting, the tech finally was scheduled only to discover missing items/incorrect parts. So back to the drawing board once again. Then the item came damaged and was unable to be put together fully functioning so yet another delay. Working with the customer service department was painful to say the least. Nothing was managing to get resolved. After many phone calls, we still were not getting anywhere as tech did not show up when scheduled, etc. So we felt defeated and began to ignore the bed altogether. After a year we finally tried to resurrect the situation and get some type of resolution. After speaking to the highest person at the local store, calling guest care and being refused the ability to speak to the manager, Fabian, and finally speaking to the guest care specialist who apparently talks to the CEO in these situations we were left defeated yet again. Excuses were given rather than help or resolution. I am highly dissatisfied and hope no one else gets this same treatment.

I purchased many pieces of furniture from Ashley Home Store in Spring of 2017. The customer service center was great with helping to reschedule my delivery date due to me building a new home. The furniture was delivered to my home July 2017. December 2017 I called to request to have someone look at my sectional couch, (2 pieces - a loveseat and sofa). The couch and loveseat didn't seem to be holding up too well after only about 6 months of owning it. The customer service scheduled a technician to come and look at the loveseat first. The technician was very good. He did report to Ashley that my loveseat needed to have repair done to it, but Ashley replaced the loveseat with a new one. I then called to request same issue with sofa. This started in Early January and a technician never didnt show up to my house after many rescheduled dates for service from Ashley. On February 9th 2018 a technician was suppose to be at my house between 1 and 5 pm. At 5:30 he hadn't arrived. I called customer care and they told me that he was held up and running behind due to bad weather. I asked the lady on the phone where the bad weather was, she said (the name of my town.). I told her that is where I live and the weather was nice and sunny.
I felt like they were never really going to sent a technician to my house to help me. They did try to contact me again to reschedule again to have a technician come to my house and I refused. I felt like almost 2 months of waiting is long enough. I did call Ashley Furniture corporate and they told me they are not affiliated with the store I pursed my furniture from and that they could not help me. I did call the store directly, one more time on March 5th and was told that the manager of the guest response team would contact me in about 24 to 48 hours to talk to him about my situation and that never happened.

Ashley Furniture has the absolute worst customer service I have ever experienced. I placed an order for a recliner online that was scheduled to be delivered on 3/1 between 2:15-5:15. At 3:30 I received a phone call saying that they would be 2 hours late, no later than 7:15. At 9:20 pm I received a call that they wanted to deliver my furniture, I was unable to receive it. They said someone would call the next day to reschedule. No call. I called on 3/2 at 4:30 after my credit card had been charged as if it had been delivered. The rep said my ticket was also closed which is why I didn’t receive a call. She opened my ticket and said I’ll receive a call by the next day. I once again had to call on 3/3. I was asked when I wanted to reschedule, I said Monday. I was told I was unable to be rescheduled until next Thursday. I requested to speak to a manager. The manager answered the phone by saying “hello I fully support and agree with the resolution already presented how may I help you”. He then continued to be very rude and in no way attempted to troubleshoot Ashley’s mistake with my delivery. The conversation ended in me cancelling my order as the supervisor would not even attempt to have my delivery set up for Monday as I requested. As a customer I expect that I should be heard especially by a supervisor and that a mistake made by the company should have been attempted to be fixed instead of blown off as bothersome.

We ordered a couch from Ashley on 02/12 and we were guaranteed a delivery date on 02/22. We have already moved our old couch and I have adjusted my schedule to be home on the 22nd for the delivery. I was contacted today and was told the couch was on backorder and the earliest we will receive this on the 28th. Prior to making the couch, I verified that the couch was not on backorder as I know several people that have had this issue with Ashley. I want my couch delivered on the 22nd as I was promised! I contacted the email on your web page for *** and received a notice that this is not a working email.

Purchased a reclining sofa and recliner in Feb 2017. Couch has been completely recovered, and recliner leather is peeling. Customer service is horrible, don't respond, multiple service calls and never get to resolution. I am being told my recliner will be credited, but I am 3 weeks in with no response or resolution on next steps.

Bought a new house this year and tried checking out Ashley to find some furniture. Rather than order a bunch of stuff at once, I started with an entertainment center, something relatively low cost for a start. The transaction was smooth and the unit was delivered on time, so I decided to go for more. I decided to get some couches, as I was hosting my family for Thanksgiving for the first time this year. I went in on October 28th and made it very clear that I needed something that would be delivered before thanksgiving. I ended up going with a leather sectional and spent nearly $3000. I figured with Thanksgiving being a month out, that should have been plenty of time. The sales associate that took my order said he felt getting the sectional by thanksgiving shouldn’t be a problem, but if for some reason it wouldn’t come in on time, he’d let me know. A couple of weeks went by and I hadn’t heard anything about a delivery date yet, so I called to check on it. Mind you, it takes them forever to answer the phone, as I learned through the many phone calls I had to make over the next couple of months. You don’t get put on hold, the phone just rings and rings and rings for 10-15 minutes straight and nobody answers it. Keep calling throughout the day and you might get lucky. Anyways I get through eventually and the person tells me the delivery is scheduled for December 5th. That obviously missed the whole point of getting them in time for thanksgiving, and I was annoyed that nobody bothered to call and tell me that. Meanwhile I could have been shopping around elsewhere had they notified me. The sales guy offers to check warehouses in Lexington and Indianapolis to see if there was a possibility of them being able to get something in time for Thanksgiving. He never bothered to call me back about that, as I learned was also pretty typical. At that point, I had to decide whether to keep the order or cancel it. I decided to keep it since I needed couches anyway, and it sucked that it wouldn’t make it in time but at least I wouldn’t have to deal with it again after that. Boy was I wrong about that. December 5th rolled around and I got the notification that the sectional came in. They send you an automated text message with a delivery date that they pick. If that doesn’t work for you, then you have to call in (and go through the whole fiasco of trying to get someone to answer the phone as it rings endlessly. So once again, after getting someone to answer I try to tell them that the delivery date they picked doesn’t work and I need to reschedule. At that point, the woman I’m talking to tells me that the system shows that they aren’t actually in, and that she can’t schedule the delivery. After a very confusing conversation of me asking why I got notified that they were in, and her not being able to tell me why they can no longer deliver them or when a new delivery date would be, I gave up and said I’d call again the next day and try to talk to the sales associate that originally sold the sectional to me. I go through the multiple attempts the next day to get the store to answer their phone and finally get a hold of Anthony. He confirms that something is wrong with the order and that he’d look into it and get back to me. When he calls me, he lets me know that the sectional came in, but part of it was damaged so they have to reorder it. Usually places with halfway decent customer service would offer to expedite this since they’ve already missed the goal of delivering by thanksgiving, and have experienced yet another problem with the order. But no such thing exists at Ashley. The only option they offered me was the reorder the piece again and restart the entire process. So here we go again, and I’m thinking maybe the sectional will come in by Christmas even though that would be very little help to me. The week of Christmas I get a new text notification that couches had arrived and they would be delivering them Saturday the 23rd. I had told the sales guy that I wasn’t going to be in town for the holidays but no surprise that message never got relayed either. So I call them to let them know that I’m not going to be in town, and to ask for alternative dates. I was going to be off work Tuesday the day after Christmas and even though I had planned on spending that day with family, I offered to drive back home a day early, missing time with my family’s Christmas holiday, to be available for taking delivery and finally put this headache to rest. She said ok. Saturday rolls around and the delivery guys are calling me at 6:40 in the morning trying to tell me they are trying to deliver the couches. I told the guy that I already spoke to the store to tell them I wouldn’t be in town, so I’m not sure why they are trying to deliver them. I told the guy that I was going to come back in town early on Tuesday, same as I told the store days earlier, and he said he’d put me down for Tuesday morning around 9:30. Confusing that they still tried to deliver on Saturday but whatever. So I make the drive back from my family’s Christmas to Louisville Tuesday morning so I could be home in time for the delivery guys. 9:30 comes and goes and I finally call the store around 10:30. They tell me that they don’t see my order scheduled for delivery, meaning not scheduled for today and not scheduled for delivery, period. At this point I’m livid, and have lost any and all patience I’ve had in dealing with this joke of a company. I’m my line of work, when you screw something up this many times, you do whatever it takes to solve the problem and get the customer their goods, but no such courtesy exists with Ashley Furniture. I told them they need to do whatever they need to do to get that furniture on a truck and deliver it that day because I’m not wasting any more of my time with them. Seeing that it was 10:30 in the morning, there was plenty of time to call back one of the trucks nearest the store and get this crap delivered. Maybe the guys would have to work an extra hour that day, or maybe they bump someone else who hasn’t had 5 problems with their order already, but when I asked the woman what she’d be able to do, she basically said there was nothing she was able to or willing to do, other than have them try to deliver it at the next available date they had. Which meant I would have to take another vacation day from work (costing me more of my time and vacation, assuming they even show up). Since this woman was not any more helpful than a call center in another country, I told her I’d call back to speak with a manager. The next day, I called and spoke with Anthony again. I told him I wasn’t going to take any more vacation days off work to sit around my house and wait for their delivery guys to no-show again, so as a last ditch effort I agreed to take delivery on Saturday Jan 6th, the earliest weekend that I could be in town and at home. However I told him there needed to be some compensation for these screwups. He said he’d have to submit a request to a different office, which usually took a day to get a response. 2 days went by and I didn’t hear anything so I called back because I figured they were just playing the waiting game to wait until they delivered them and then tell me they weren’t going to do anything in way of a discount. At this point, they just started giving me the run around, stopped returning my calls, and every other lie in the book. They claimed that the next day response would now be a 48 hour response and they’d call me if they heard anything. 6 days go by and still nothing, so I begin calling again, and they still just say they haven’t heard anything. Every time I ask to speak with a manager or the sales guy, they are “with a customer” even though there are hardly any customers in their store any time you visit. There is absolutely zero sense of urgency with anyone at this place. When I push for definitive answers and threaten to cancel the whole order and be done with them, they finally get on the phone with somebody at the other office and ask for an update, only to tell me that they would probably offer me an insulting $100 off, but they also now tell me that it has to go through more levels of approval. That’s when I did what I should have done 2 months ago and told them to cancel everything and that I was more than happy to spend my money with any number of places that actually appreciate their customers and are willing to earn business.

In true fashion, if you think the above was enough, now they are now refusing to refund my money, claiming that it takes an unknown amount of time to process. Anyone who has used a credit card in the last decade knows how easy refunds are at any other reputable merchant – they process the refund on the spot and you see it on your statement within a couple of days. At this point, they have not been able to even provide documentation that they have even initiated the process.

I had furniture delivered on November 1st 2017. I plainly told the delivery guys not to slide the furniture across the floor as we were still working on that room and we would do it they did anyway and was in such a hurry a screw wasn't put in properly causing deep scratch marks on our brand new floor. I have filed a property damage claim and have done everything they have asked from me (sent picture, sent invoice for floor, waiting 4-6weeks for a response). I have called multiple times to the customer care team, which has been a very unpleasant experience. The issue has not gone any further than it has on day one when I made the complaint. I have been told multiple times someone from rapid response, the department supposed to be handling this, would contact me to resolve the issue. I feel that the issue has gone on long enough and I've been drug around to every department long enough. I just want a resolution.