Ashley Furniture HomeStore - Jefferson Boulevard

I was told that the purchase made on 6/7/2018 would be 1 year no interested based on price and I just found out that it was only 6 months when I called get my balance from *** and it was higher than it should have been. Contacted the store several times along with ***. *** says all the store needs to do is call the merchant department and they will work with them to resolve. The store is refusing to do that.

I purchased a couch and love seat on 8/19/2018. It was delivered on 9/15/2018. I contacted their customer service at *** because the cushions cave in on the couch and love seat and the couch develops a big gap between the two cushions. They sent us new cushions and on 11/30/2018, they sent someone to our house to place the cushions on the couch. To no avail, the outcome was the same. I contacted customer service again and on 1/30/2019, they brought out a different couch and love seat. Within a short time, the same thing happened. The cushions sink in and there is a gap between the cushions. I contacted the customer service again and they said they won't do anything about it. I spoke to their manager and he also wouldn't do anything. I went to the store, they contacted the customer service, and again, they will not work with me. I did not pay 1986.41 (including 5 years of warranty) for a couch that no one can use. I asked them to exchange it for a different model. They refused. Now, I want a refund. They will not back up their furniture, even with a warranty. This store receives 0 stars. 0 for quality and 0 for taking care of their customers. I sent them several pictures of the lack of quality. The repairmen also took pictures.

Bought Kitchen table from Ashley furniture had it less than a year notice the finished coming off called the insurance (that was bought at the time of purchase) they asked me when I noticed it I was truthful I said about a month ago they then referred me back to Ashley because it was under a year old I asked ,they wouldn’t cover it because I didn’t call the day I noticed it you have insurance what difference does they make I didn’t wait that long I have a busy life so I called Ashley they said its not a manufacturer defect.

I’ve been lied to from the time I made the purchase. Delivery was supposed to be 1/25/19 - $2500 in bedroom furniture. Delivery person called to tell me the bed was not on the truck and I could call to find out the status of when that will be delivered. Was told 1/25/19 that it was “in transit” to the warehouse that day and I could pick it up at the warehouse that night or have it delivered the following week. I set it up to be delivered 1/29/19 - nobody showed up, nobody called, nothing. I called again for information and was told it is “in transit” to the warehouse. I asked to have a manager call me. NOBODY called me. My husband called that morning and was told “in transit” to the warehouse and requested a manager call him at 3. NOBODY called him. I called again and this time I’m told the bed is on backorder. So, I called her out on the lies and deception from their store. My husband called and actually talked to a manager who said it would be delivered 1/31/19. On 1/30/19 I received a call saying they had to change my delivery and I flat out said no. Either you deliver on 1/31/19 or I’m returning the whole order. NO DELIVERY on 1/31/19. Memphis call center supervisor informed me that I would not get the delivery until 2/8/19 at which point I told him it would not even take place. I will be returning everything to the store and their lack of honesty and integrity is the reason. Supervisor for the Memphis call center blamed the store. Store blames Memphis. From the point of sale I’ve been lied to.

I brought several thousands dollars worth of furniture. The salesperson informed me that if I brought the extended warranty that any accidents that happens to the furniture would be covered. One of the dinning room chairs legs broke. When I tried to get it replaced or fixed, the Ashley furniture staff told me that the frame on the chair was not covered. I told them that when the furniture was sold to me that the sales person made it clear that it would be covered. They would not give me back the money that I paid for the insurance, or replace the chair or give me a discount to purchase another chair. The mangers and sales person are running a scam by getting people to purchase the extended warranty under false pretense. I do not plan to buy anything else from Ashley furniture. They do not stand behind their products and after they get your money they do not care if the customer is satisfied.

I bought a dining set and complete livingroom set from this Ashley store back in October 2018, as of today January 14, 2019 I am still waiting on my Sofa and Chair. I keep calling and my order keeps getting pushed back. This has been the worst buying experience EVER. They have made no action to assist me with obtaining the rest of the pieces I am missing. Everytime I call the store I end up speaking to some unprofessional customer service reps that are of no help at all. I even told them they can come and pick up the living room pieces the already delivered and I've been told they can't do that. How is that, I literally have a Loveseat and ottoman with three tables in there, it looks crazy that the major pieces of furniture isn't in my living room. I will never buy directly from Ashley again. In the future I will order my Ashley furniture from *** or ***. They don't even deserve one star!!!!!

We have been mislead multiple times now about the time until delivery. Upon looking for a new couch, we were verbally promised delivery in 2-3 weeks. Only after signing the paperwork were we told it would 5 weeks. Then the day prior to the 5 week scheduled delivery they called and said it would be another 8 weeks. They were very hard reach on the phone to even get an explaination for the delayed (yet again) delivery. Not only were they unapologetic, but they became short with us on the phone after we expressed a complaint about feeling lied to. We will NOT be buying any furniture from them again.

Purchased new bedroom set 10/29/18 and had a good experience with sales representative ***. Delivery was scheduled for 11/17/18 and delivery was as promised. The delivery people indicated that the rails were damaged so they could not set up the bed. They left the dresser, night stands, headboard and the storage foot bed. The rails were reordered 11/17/18 and was told another 3 weeks for delivery. It has now been 7 weeks and no rails to put the bed together. Have been sleeping on the floor on a mattress since 11/17/18 and it is getting old. The 1st 3 weeks we were able to stay with family but we could not impose anymore. Received an email on the 11/24/18 delivery would be 11/27/18 1:30-4:30. I confirmed someone would be there for delivery. No one showed so I called to see why. I was told to now expect delivery 1/8/19. I had to reschedule other appointments to accommodate the 11/27 and the 1/8/19 deliveries. I did so because we have had to wait so long we really wanted something to sleep on. They were kind enough to credit us the cost of the rails but it was definitely not worth the wasted time two 3 hour delivery windows), sleeping on the floor, or the long wait.
***1/8/2019 Well the saga continues. Purchased bedroom set 10/29/2018 and still cannot use it. 1/8/19 they finally brought new rails to put the bed frame together but were not successful. The rails would not attach. It has been 53 days since the 1st delivery of bad/damaged product and yet today another delivery or existence of bad product already left. I'm praying it won't be another 53 days before I can finally sleep on my bed. Ashley was paid in full on the day we purchased the set and has had my money since 10/29/18 for something I cannot use. Don't know if they will ever get it right. Asked them to take the bed back and send a new one. I was told they would order new rails again. That might not be the problem, it might be the headboard. Told representative on phone they were able to connect the rails at the foot of the bed but she did not seem to want to listen. Bedroom set has been setting in the bedroom unusable since 11/17/18. Ashley, when will I finally be able to use my bed?????
***1-10-19 I did get a call from an Ashley representative early yesterday afternoon after my 1/8/19 post. We discussed the issue and she told me she would make some calls and get back to me a little later on and hopefully have a resolution to the problem. Have yet to hear from her. Again I ask, Ashley when will I be able to sleep in my bed???

I bought an extended warranty on my furniture. The sales rep told my wife and I that it covers any damage to the furniture. After problems last year a representative from Ashley told me that the fabric was the only thing that is covered. My recliner footrest fabric tore. I had their service guy out. He said that it peeled. Apparently the word "peeled" is their code word which means "NOT COVERED." This furniture is only 3 years old and has not been used that much in my basement. I went to Ashley Furniture about a week and a half ago and talked to the manager. She said they would get back to me. No one has contacted me. I called their service warranty company today and they used their code word "peel" and said it wasn't covered. I want my chair repaired like their salesman told me it would be. This wasn't abused and used very much. If Ashley Furniture uses substandard materials (which their extended warranties don't cover) then they should be responsible to take care of their customers.

Honestly, at this point I do not feel that this particular business nor the business that provides their warranties even earn the one star. The sales representatives convinced us to take out a warranty that costs a couple of hundred dollars or more should our dining table top ever become warn or damaged including things like marker, scratches, etc. with the agreement that if something should happen our table would be repaired or replaced. Not using the warranty means a refund of the warranty.
We've owned our dining table for less than a year and it is bubbled and warped for no apparent reason. They claim we damaged it with water. We did not hold it under water to warp/bubble it up. It randomly happened. They are not repairing nor replacing our table top as it was not reported early enough. It was reported and we have owned our table for less than one year. They will also not be refunding us our full warranty that is unused because employees had to look at our table. We are also now stuck with a damaged table.
I consider the furniture store and the warranty company to be dishonest and to have poor customer service. A table which costs more than $1,000 should not under any conditions warp or bubble up under every day usage as ours has. Instead this table should last decades and be a piece we could hand down to our children, etc. I'm very disappointed and will not shop with them or recommend them to others.

Refund for bed rails as promised by Ashley's Customer Service manager. I paid in full for purchase in May 2018. Product delivery was scheduled and cancelled at least 5 times prior to me ultimately getting the bed rails in early to mid July. After being scheduled and cancelled 3 times, Ashley delivered my furniture and loaned me "temporary rails". They then scheduled and cancelled twice the delivery of permanent rails. Due to the aggravation of coming into the store on 2 occasions and coordinating to be off work only to tell my employer, they cancelled so I will not be off work; the Customer Service manager said she would refund the cost of the rails to my account. It was never done. I went into the store a 3rd time, traveling from Pleasure Ridge, and no one could assist me. I tried to call their store for an entire week and no one answers the phone. Totally fed up and the business relationship cannot be salvaged.

We purchased beds for pur children and were told that delivery date would be April 19th. Beds never came and no one ever called. We went to the store to see what happened they said they called and talked to someone. Then when we said that neither my wife or I talked to anyone they said they left a voicemail. I asked when they called and pulled up records for all calls from the day on my att account and their number never showed up. Asked for a manager, they said noone was available. We told them we wanted to lick up the beds ourselves and the lady informed us to call next day to talk to the manager so that she can set it up but she confirmed that everything was there. They then stated that we would receive everything may 5th, called two days prior to double check they said that everything is there and will be delivered. Received a call the morning off by the delivery personnel and he informed us that he only has one bed not two.

I purchased a sofa and recliner originally in Dec of 2017. I was very dissatisfied with the quality. Within a couple of weeks it was clear it was not going to hold up. It was poor quality. They agreed to an exchange. We went back to the store and picked out another sofa and recliner. it was delivered Jan 16th.
Within a month I had the same issue with this one. Only worse. The quality of this sofa is horrible. It sinks so bad my wife has to use two pillows to sit on it. You absolutely cant lay down on it. I called them again. They said they would send someone to look at it. To possibly repair it. The guy came and said there was nothing to repair. He said it was poorly made. His exact words. He said he would tell them. I called them and they pretty much said we are stuck with it. They will not do an exchange or refund. The first sofa and recliner we bought was a set. The replacement we got was a sofa with a recliner we picked out. It was not a set. The recliner we have now is fine. I would just like to return the sofa. It is absolute junk.

Order a king size mattress and 2 box springs
Said it would come out of Lexington ky paid around 250 cash and rest on their credit line , which they ran two times without my permission , charged me 99.99 deliver fee .. never heard anything back for a week , called and never called back , finally 8 days later they said it’s too far they don’t deliver across the bridge to Indiana , why charge me 99 dollars then ?

September of 2015 my wife and I bought a sofa, loveseat, 3 recliners, 2 end tables and 2 lamps from Ashley Furniture. The salesman sold us a 5 year warranty. We were told that it is full coverage on the furniture as far as covering 100% all components. October 2017 the swivel on one recliner broke. I called Ashley and they told me to call the service department. They wanted a fee to come out and look at the chair. I explained the warranty. They told me that it was not covered. I went to the store on 3 to 4 different occasions to try to resolve this and they said it was out of their hands. I called their service department again and got a number for (I believe) their home office. They refused to help me also. I was repeatedly told by their service that a mechanism wasn't covered. No one could explain what a mechanism was. I explained what their salesman told us and it did not matter to them that we were misled. Finally in November I reached ***. I told her that I could fix the chair if they would send me the part. She agreed to cover the part and send it to me. About a week before Christmas (or so) I called back to see the status on my part and a woman told me she knew nothing about it because *** was handling my issue. Finally a week or so later I got a hold of ***. I was then told that my part for the chair was no longer made. This chair I bought was only 2 years old (which I was told by the salesman that it was all made to order). Now I have a $700+ swivel rocker that can't be used because it is broken. In retail, a company covers what their sales people pitch. Otherwise they are purposely misleading customers to spend their money and receive little to no service with no company management to help them out.

On 1/29/2012 I purchased a Table and Chairs set from Ashley Furniture. The total for the set was $875.27. Additionally we purchased the "VIP Coverage" warranty at the time of purchase. Our salesman was the store manager at the time "***." The "VIP Coverage" cost was $89.99. As someone who never buys extended warranties, I purchased the extended warranty based on two provisions as explained and still currently in practice to this day. The $89.99 warranty would be given back as a store credit (NO MINIMUM PURCHASE) if no claims were filed during the five year period, and (NO TIME LIMIT) to use the credit.
I did not file any claims during the five year period. I made contact via telephone in March 2018 with the store to use the credit. I spoke with a salesman at that location, "***", as well as one of the managers, "***." Both *** and *** stated that "Two years ago they change the "store credit" portion of the warranty which now includes a $500 minimum purchase. I explained when I purchased the warranty there was no "minimum purchase", and they both acknowledged that to be correct. They further acknowledged that I was "getting screwed" but there was nothing they could do because it was now corporate policy. *** acknowledged that up until two years ago there was no minimum purchase requirement. *** also acknowledged there was no time limit to use the store credit. *** further agreed I "Should be" grandfathered in but reiterated there was nothing she could do. The summary of the entire conversation was, that I as the customer was right about my purchase, my understanding of the program, and that I should receive the credit without a minimum purchase but she could not help me because corporate changed the policy.
She also refused to provide me with any regional or district manager, and refused to elevate my issue or help me on my behalf find a resolution within the company.
I on my own contacted Ashley Corporation, only to reach a switch board that sends you back to the store where the purchase occurred. I allowed them to forward my information in an attempt to reach some higher level of management. I received one call from "Customer Escalation Department", they left a message, I returned the phone call, no one answered, I left a message, and have attempted to reach someone multiple times with no response.
Additionally, as a lesser note, I was not told at time of purchase that the "store credit" for the warranty not being used was not transferable to other store locations, as I now live in Texas.
Note- Other Ashley Furniture locations under different "Franchise Ownership" still currently offer the warranty if not used, as a store credit without a minimum purchase (i.e. Dallas area stores)

I bought a recliner in December and is electric push button. The guy that delivered it said it’s cold and will work when it warms up due to the weather. It stopped working altogether. For a month and a half we have been waiting for it to be repaired. It is in the payed out position. And now March 14 it was finally suppose to be fixed and no one has called or shown up. I’ve called the store and they said call back if no one shows up. They would not give a new chair or a refund.

We bought 10 chairs 31 Jan 2017 for about $1600. The next month I saw they were about $30 a piece cheaper online so I called, they said they would price match if I came in and showed them. I went in and they told me that I would receive a refund for the difference. The first 8 chairs came in and had over a foots worth of thread hanging out from bad production and gouges in the wooden legs from shipping or handling. We returned 4 of the 8 chairs. A couple weeks later, our 2 end chairs came in and we requested that they be delivered with the 4 new side chairs we returned for defects. After waiting over another week, Ashley attempted to set up delivery of the 2 end chairs again. We spend hours on the phone calling to try to find the status of our replacement side chairs. We were notified that they were listed as returned, not listed as needing a replacement. We had not received a refund for the chairs, or for the price match at this point. Delivery was set up for delivering the remaining 4 side chairs and 2 end chairs. Again, the chairs that were brought to us were chipped, gouged and had over a foot of thread hanging out where it was not properly stitched. We told the delivery employees to return the chairs as we were done with this experience and wanted a full refund. After a week went by and we had yet to receive a penny from Ashley for the price match, them returning our chairs, or the partial order that they decided to return, I spend HOURS on the phone being passed off from site to site because nobody could seem to do their job. Two weeks ago I finally got confirmation from the "manager" at the store and was told that we would receive approximately $900 that week and the remainder this week. this past week we have received about $500 from what I can only assume was the 4 chairs that they listed as a return instead of replace for defect. This whole process has been the most unorganized process overseen by the most apathetic lazy employees who seem to only know how to say that they can't see anything on their screen. When I finally got the "manager" to be able to see what we had paid and how they managed to slice it into several different entries, I was told that it would be fixed by the following week. I asked the employee what had changed as I had heard the same song and dance before. The employee finally admitted that she did not know what had changed.

I bought a couch from Ashley and was promised a delivery date of 02/22. I was then informed my couch was on back order even though when I ordered I had them check as I have heard this is a problem with Ashley. After complaining, I received a call that my couch would my delivered today, 02/26. The couch came today, however we are missing a piece. We have been told the additional piece wont arrive until 03/08. This is not acceptable!

Purchased bedroom suit, product was damaged re ordered to only receive same damaged furniture, rude customer service 3 delivery visits 2 was a no show nobody called me, was advised they had no truck to deliver my furniture then setup again and it was not delivered headboard wasn't in, delivery guys came out 3 times with same pieces that was damaged and furniture they brought was still cracked and damaged. No return calls, horrible customer service from management and supervisor. I still don't have my furniture after over a month ago and no return calls, I am not compensated for times I took off no shows and still expected to pay my furniture bill. I do not feel I should have to pay full price for damaged furniture and repeated no shows and still don't have my furniture. I am so upset with Ashleys it's so unfair to me. I feel I shouldn't have to pay for this damaged furniture at all and if so barely anything not the 5500 that I paid and to be treated as I have.