Ashleyhomestore Reviews 17

Long-time repeat customer (since 2013, three homes furnished) and extremely disappointed.

Unused extended warranty value was presented as store credit. When redeeming, we were told each credit requires a purchase over $1,000, cannot be combined, and can only be used on regular-priced furniture or mattresses.

This means spending more than $2,000 to access about $1,100.

These restrictions may exist in the fine print, but they were never clearly explained at the time of sale. Store management declined to offer any customer-focused resolution.

Know the real redemption requirements before purchasing the protection plan.

My husband and I have shopped at Ashley in Burlington for several years and have always been pleased with their quality and service. We have never had a bad experience until yesterday. We recently moved to a new home and purchased a power recliner loveseat at the Stone Church Road location on December 1, 2024. We love our new power reclining loveseat. What we don't love is the delivery service. Melissa, our salesperson, told us that we were getting "White Glove Delivery" which, under the Terms and Conditions, states "Our Delivery Teams will carefully deliver your order into your home, to your desired location, while protecting your home." The two men who made the delivery walked through our new home and stood on our carpets with snow-covered, dirty shoes. When I expressed my displeasure, one of them told me that the loveseat was heavy as if that would explain and excuse their behaviour. Apparently, it did not occur to them to put it down and remove their shoes. After positioning it where we wanted, they continued to walk on our floors and carpets with wet, dirty shoes while they assembled the loveseat. When they finished and were about to leave, my husband asked if they had tested the loveseat to ensure it worked properly. They pushed buttons and realized that they had not plugged it in. It worked properly after they plugged it in. Afterwards, they left our home leaving the door wide open. I called after them, asking them to close the door. Without breaking stride, one yelled over his shoulder, "It's your door, you close it" as he kept walking. We were shocked at the unprofessionalism, rudeness, and disrespect shown to us and our new home. I contacted the store and was told they had nothing to do with the delivery. I was given a phone number to call, which was automated and unrelated to our issue. In the meantime, my husband received a text asking him to rate the service from 1 - 5. We submitted a 0. That prompted a text saying that someone would reach out to us. As of December 23, we are still awaiting that call.

PRESCOTT ONTARIO.... Jay and Sherry went out of their way to help me pick out a recliner for a very picky senior friend with specific likes and needs. With a no pressure experience, and a discounted price offer.... we did finally settle on a grey recliner. It was delivered a bit later in the day than optimum but
with a phone call heads-up which was appreciated. The guys helped move a couple other chairs to accommodate the senior customer and he was very happy. Thanks Prescott. Your store is beautiful !!!

Unfortunately I have to leave a 1 star but would prefer to give it 0 stars. I would not recommend Ashley to my worst enemy. In 2021 we purchased a set of leather furniture (love seat, sofa, chair and ottoman) and within 6 months the cushions were sagging and the so called 'leather' started to peel and crack. We purchased the extended warranty because our salesman told us it covered everything! He told my husband 'your wife could walk across it with high heels and we would cover any damage'. Apparently this is not the case as, when we submitted pictures for warranty we were told the fading colour, in one spot only, was normal wear and tear and was not covered. We paid over $8000 for the set only to be told 3 years later that it was discontinued the parts were not available so they would give us 30% of what we paid on the 'worn out' piece(s). And now we have 2 years left on our extended warranty that we can't use because parts are not available if we have a claim. Customer service was very matter of fact and when I asked to speak to a manager they told me 'they will tell you the same thing'. The customer service rep named Andrea told me she was send an email asking for someone to call me and I'm still waiting to hear back. I WOULD NOT RECOMMEND ASHLEY HOME STORE UNDER ANY CIRCUMSTANCES. Prior to purchasing this furniture I had some leather furniture for over 20 years and after 2 small children and a dog I had no warranty work done. I gave the set to my daughter and she still has it.

I am now stuck with furniture that I'm embarrassed for my guests to see and will have to replace it out of pocket as a result of the poor service from Ashley.

6 years ago I bought a Love Seat from Ashleys and in two weeks it was cracking and squeaking so bad that they replaced it with another one. About a month later the new one did the same and I was so fed up I kept it.
Finally i sold it. I went back to just take a look in there store as I like there styles. I told the manager I was just looking and wondered why I came in to start with. i was looking for a small sized couch for my senior apartment. I found one so I bought it like a stupid idot! The manager promised me that it would be ok and that they have never had this happen,
Bull sh.. 3 weeks later my couch is squeaking and cracking and you think you will fall on the floor. So I went and talked to the manager and she didn't care and said this has never happened before...lol. I now know of 5 other people that have had this same problem. They are sending the Tech this Friday and my words to him is take your crap out of my house. I will never shop at Ashley Furniture Store again. Please do not support them for your own sanity as they sell cheaply made furniture. When i sold furniture I have never come across this before. They are using 2X2"s instead of 2X4"s

I saw your post about Ashley Furniture. I too have had a negative experience. I went in the Mishawaka store to purchase a rocker/recliner and paid cash in full on November 27. There was no estimate at that time of when the delivery would be. I was hoping to have it by Christmas. Well, I did not know at the time, but my kids went together and ordered a deluxe recliner (much nicer) for me as a Christmas present and that gift arrived on December 3. I went in to Ashley Furniture in person to explain my dilemma. (I do not need TWO recliners--I am 78 years old and in senior living facility.) Since their chair had not been delivered, I thought it was a reasonable request to just get my money refunded. No--they refused, reading the fine print on the contract. I was very mad. They finally delivered the chair 12/13/23, but I have no room for it. (I will say the two workers who delivered the chair were very nice, but the in-store workers, including the manager, were very rude and not reasonable at all.)

I’m a Disabled Female in San Diego, CA. On March 8, 2022 I entered into an Agreement with Todd Wanek’s Stoneledge Furniture dba Ashley Homestore at 7770 Miramar Road, San Diego, CA. Todd Wanek is using Fraudulent Business Practices to Operate a Bait and Switch Scam. It’s now July 2022 (4 months). I secured payment before Ashley’s end of the contract was upheld through their Synchrony Financing Option. I trusted that I would be given New, Good Quality Furniture and that Ashley would honor the Manufacturer’s and Extended Warranties. Instead, I received a Defective Mattress and Incorrect Pillows twice.

When the mattress was delivered defective, I immediately went into Todd Wanek’s Ashley Homestore, explaining the situation. Instead of honoring my Consumer Rights to a Full Refund, I was told I would have to keep the product until such time I was offered a replacement. I have made many requests to cancel my order. I have sent emails and they Ignore my contact. I visited the store and hand delivered a Formal Cancellation Letter and video recorded giving them the letter and also verbally stating my cancellation on the Video Recording. Ashley Homestore continues to Ignore my requests. Now, Ashley Homestore keeps calling to get me to schedule a delivery, even though I have provided multiple written and even verbal notices to cancel due to their Breach of Contract. Stoneledge Furniture/Todd Wanek dba as Ashley Homestore is using Fraudulent Business Practices, failing Local, State and Federal Laws in an Attempt to Victimize Me.

I am entitled to a Full Refund under the guidelines of The California Unfair Practices Act +Section 17000 of the California Business & Professions Code and The Magnusom-Moss Warranty Federal Lemon Law. The California Unfair Practices Act Prohibits any unlawful, unfair or fraudulent business act or practice and unfair, deceptive, untrue Practices. A merchant who violates the Unfair Practices Act can be assessed Civil Penalties per violation, as well as an additional penalty if the victim is a Senior Citizen or Disabled. As per this law, I have let the Todd Wanek’s Stoneledge Furniture dba Ashley Homestore in San Diego failed our Agreement and refused to correct the issue. Due to their Bait and Switch Scam, they Breached of Contract. I’ve demanded my Consumer Right to a Full Refund, but I was told I will never get a refund and I must accept a Redelivery. I am being bullied to accept a Re-delivery. They even showed up to my home, unannounced to my home to Badger and Bully Me to accept a replacement and reminded me that they refuse to refund my order.

I have repeatedly told Ashley I want a Full Refund, due to their Bait and Switch Scam and Breach of Contract. I have made multiple contacts with Ashley Homestore and they continue to ignore my Consumer Right for a Full Refund, due to their Breach of Contract. The Contract is Null and Void. based on Breach of Contract and Fraud/Deceit. All you need to do is research the BBB, Google, YELP, Consumer Affairs, Attorney General, FTC, DOJ, Consumer Financial Protection Bureau, and all Governing State and Federal Agencies. There are also many social media sites like Trustpilot, HissyKitty and more, to investigate all complaints just relating to Todd Wanek’s CA Retail Location. He has many more Shell Companies which you can investigate.

Purchased several thousands worth of furniture and paid for "White Glove Service". Set up guys were overzealous with power tools and broke my daughters new bed (part of a very expensive set). Realizing what they had done they quickly packed up and left, before even getting down the street the bed came apart. I phoned immediately and was informed that they are supposed to take a picture of the delivery and set up... which they did not , wonder why ??? Fast forward it has been a year this week waiting for the replacement pieces which they could not get after 9 months of delays and instead they ordered new bed rails 3 months ago. When I originally spoke with service dept. I said I did not want them assembling the bed again and risking a repeat and was told they would just deliver it then and did not need the old one returned. I could look after replacing the broken pieces. ( an 18v dewalt on screws that only require minimal hand tightening seems to be the way things get done theese days... ITS FASTER hence more deliverys more $$$ ? really ??? how's it working out if you are breaking stuff ). Today they were to be delivered, this AM, its mid afternoon and after waiting around all day they have come and gone and I still dont have the new bed rails. It seems NOW THEY DO want the broken ones back. I said well ok no prob I will bring them back to the store this week, daughter is sleeping in that room as she works night shift. I need to get rid of them anyway they are no good to me but that wasnt good enough. ( not sure why they are broken, they dont fit other head/footboards I cant put them on the curb they wont take that stuff AND THEY HAVE MY CCard anyway should I not return them. OVER A YEAR , I was patient never gave hem static etc...I suggested a different bed at one point but they assured me they would come it was temporary supply chain issues because of the pandemic etc...EXTREMELY POOR SERVICE delays beyond their control I cant criticize them for however the poor service , the fact that it should not have been broken in the first place and how it has been handled I can and will

This is one star because I cannot give it ZERO!

I purchased a sectional sofa at the Ashley Home Store in London, Ontario at the store with a salesperson.

During my engagement with the Ashley Salesperson, I was offered one year interest free financing through Fairstone and was NOT told about, or agreed too, or signed any documentation stating that should I cancel my order for any reason I would have to pay a 25% restocking fee. For clarity, this apparently means that if a buyer receives defective merchandise through no fault of their own, such as DEFECTIVE MERCHANDISE due to quality, workmanship, or not as appeared on the showroom floor, Ashley Home expects that the buyer will pay 25% of their invoice price, plus taxes, to cancel the order.

Ashley contacted me to arrange the delivery of my sectional sofa and we agreed to a date and time. When the delivery arrived and was left at my door, the entire Chaise Lounge portion of the sectional sofa was missing. Without this piece the couch could not be assembled. In addition, during delivery a photograph was taken of my daughter which was UNAUTHORIZED and no permission for the use of this photo in any form has been granted to Ashley Home Store. I also received several telephone voice-messages from Ashely Home advising me that I could “pick up” the balance of the sectional sofa at their Mississauga warehouse.

After inspecting one piece of the partially delivered sectional sofa I immediately contacted “Customer Care” to advise them that the pieces received were defective and as a result of not receiving the entire merchandise as promised I wanted to cancel the order. I described that the stitching on the cushions was crooked, the cushions weren't completely filled which left them crooked, lumpy and sagging. The fabric on the frame of the sofa which ought be taught without any looseness what-so-ever, was loose and drooping. The fabric beneath the sofa was cut crooked which made it tear apart from the staples that affixed it to the frame, the fabric was torn lengthwise in several areas and hung loose. There we no pilot holes to screw the legs into the chipboard frame.

“Customer Care” told me that even though my order was not completely delivered as promised, and that although my salesperson had not advised me of the 25% restocking fee, I would have to pay approximately $830.54 restock fee plus $111.87 pick-up fee. These fees, because their product was defective and what they delivered I couldn’t even use because they didn’t deliver all the pieces.

I tried speaking with their "Customer Care" about this but was adamantly told there is NO-ONE I can speak to other than the agent taking my “Customer-Care” call. I asked for a supervisor, a manager, anyone other than the agent I was speaking to, but again was told there was no-one they could transfer me to, there was no phone number I could call, and there was no email they could give me to contact anyone about this issue.

I also tried contacting the store and have left several messages for the salesperson and the sales manager but I haven’t received any response.

As a result, I was forced to agree to pay the fees described above just so they would come and retrieve their partially shipped defective goods.

I contacted Fairstone to tell them I hadn’t received the entire sofa, that an unauthorized photo of my daughter was taken as proof of delivery, and that I did not authorize my lease to start. On April 4 I received an email from Fairstone that my lease had commenced because Ashley advised them that they had completed the delivery.

I will continue to dispute these fees and charges because my merchandise wasn’t delivered, what was delivered didn’t resemble the sofa at the store, and I was never told of or agreed to any of those fee terms. I will take legal action if necessary, but I won't pay for their shameful, arrogant and outright deceitful selling tactics! Truly the worst experience and it isn't even over!

Delivery nightmares! First it would be in that weekend for me to pick up, then scheduled delivery and set for which I paid extra, then, well we’ll call you two days ahead when it gets here. Never told it was a two day indefinite window, I was told I had scheduled delivery. Sales person said, we’ll I didn’t do anything wrong ( aside from giving incorrect information). Now no bed in my bedroom because I moved it out in prep for the scheduled delivery. I’ll have to sleep in the basement while my wife who is recovering from a hip replacement is upstairs and have to run up and down the stairs every time she needs me in the night. The salesman knew about this situation and made promises on which he could not deliver. Buy elsewhere!!!

I went to Ashley because I thought they deliver great quality products, but I was wrong. Not only their product was not good, but also the $500.00 warranty that I bought did not help me. I bought a bed for close to $3000.00 but the headboard which was upholstery filled with foam and the footboard worn out after two years. I tried to use my warranty which specifically was covered for defect or worn-out upholstery but they said this is not a defect and it is just pilling and you are not covered. Why should a good quality fabric start to pill? On the areas that I am not even touching or rubbing against!!! My advice to you: Do Not Shop at Ashley, if you do, do not buy a warranty.

I had specific arthritis requirements for my new mattress and my Sales Pro Maya Speers could not have been better. I advised her of my concerns and she ensured my needs were met. The delivery process kept me informed the entire way and was flawless. Could not have been better. Love my new mattress!

I am very disappointed to see after numerous visits, calls, and emails, I did not receive any update on my order.

When we visited the store on 2nd August 2021, we were shown many things that we liked but we didn't make an order because of the unavailability of the products and we need it before October, so because of the due date, I asked the salesgirl (Deepika) which dining table set and sectional sofa set you have it right now and you can deliver it asap. She recommended the gray dining table set and sectional sofa that will be delivered in mid-September. So, I asked her to check the office and the system one more time to make sure that it will be delivered by mid-September, otherwise, we can go to different stores like Bricks or Leon's. After the confirmation from the salesgirl (Deepika), we were given the delivery date in mid-September and we placed our order and pay in that store.

Since then we were waiting for our order to be delivered and last week I went to the Ashely Store (Heartland, Mississauga) again and spoke to Maggie (front-desk), I explained to her and asked her to check my order. She checked it and then she called the store manager. They were shocked and talking that 4 times the order was ready but then my order was given to the other customer. Finally, she said we can escalate this matter to the head office let's see what we get, and then we will ask for the compensation. After a week I went to the store again and then asked Maggie if we get anything, she said no and we can't do anything, you can go to the other store and find one. I asked her I want to talk to the Manager, she said there is no manager and we can't do anything If you want you can go to the court, or contact the owner Mark Dufram. I took the picture of the system showing images of the order attachments and have all my evidence ready for the next step.

I would say this store has horrible customer support. Make sure they write down the delivery date else they gonna play with you.

I have ordered a simple bed and couch from Ashley homes on October 4th, the promised delivery date was October 18th. After 3 times of delivery date changes, they brought the orders, the bed was missing a footboard, the delivery guy hid the handles inside the bed storage and he didint assemble them.
After 3 times of rescheduling (2 times delivery came way later than the scheduled time window, the window was from 5-8 they showed up around 9:30pm and got canceled).
The second delivery team showed After the forth time and they were surprised of the situation. They brought the footboard that was missing and the footboard wasn't the right size.

I have been in touch with the horrible customer service team from October 18th until now. they won't let you to speak to the manager. They say they will call you back and they don't.
I asked them to return my items due to the lack of reliability and they said 8 have to pay 25% of the total price.

So they get your money, they delay the delivery, they show up with a missing item, they screw up the timing and reschedule 4 times, they show up with the wrong size of the part. And I'm still waiting for someone to call me.

Pretty much they say you pay, we will deliver whenever we want, however we want, return with penalty for their own mistake that keeps happening to the customer.
So it is what it is, take it or leave.

Imagine these many issues has happened to only one customer, how many customers get screwed up in this business.

Please do not waste your money and time. I've been dealing with this company for a month and every mistake possible happened to me.

If the mistake happens once, it is a mistake. If it happens more than once, it's the decision of the company and management to do this.

I've been waiting for one of the managers to call me since Friday and haven't got anywhere.

I'm pretty much stuck with them and have no way out and my money is gone

I keep getting text messages at least once a day from Ashley that they are sorry for what happened and ask me to call the customer support to speak to someone in charge and every time I call, they say a manager will call you and nothing so far.

Please dont do this to yourself people. These guys are not ashamed of any mistake they make and they'll tell you that this is what it is.

In Brantford Ont Canada Bought a sofa, floor model, it is in the store on Sept 4th today the 25th and nowhere in site. Not sure about quality of product but their logistics suck, Delivery promised on the 17th no show, then 24th no show no call. Called store to complain 9/24 returned call to the wrong number at 8pm at night. left a don't know message. The logistics are terrible they have to send from the store to central depot, (in the opposite direction)then delivered/dispersed from there! They lie, never got a call from any driver. When you call customer service, if you can get through, we talked with 3 different people, and got 3 different conflicting stories including one that said the driver called from confirmation to one that said that it was never scheduled untill Oct 15th.. Went into the store to see the manager as now customer service says delivery is Oct 15th. We will see what the store manager can come up with.

I could only give 2 stars which is a shame. I purchased an ottoman with a sofa. Sara at the Whitby store was amazing and we had great customer service up until then. We had the pieces delivered to us. We were told if it was damaged during delivery that Ashley furniture would be responsible. The sofa only had a few staples missing on the back but I noticed our ottoman was sunken in right in the middle. Like it had been used for years and was worn out. I spoke to the delivery guy and he said to contact customer service. I called and they sent a service guy to take a look. Even the service guy could not believe that it was new and I received it in this condition. He said he would try his best but Ashley's policy states to repair before replace. I said I understood if I had this piece for some time and they try to repair it but it was a new piece of furniture delivered to me defective. Why should I pay $850 for an ottoman that needs repair ?? Just as he predicted customer service called and even after speaking to the manager, who offered $44 credit on my visa or $66 in store credit or repair on my ottoman, I was still refused my request to have a new ottoman which I paid full price for instead of one that needed to be repaired. I am disappointed with this store hiding behind a policy which should not include repair of brand new furniture that should be delivered to customers in good condition. I don't mind paying the price for good quality. But I then I should expect good quality and service. I feel as if I have gotten neither from Ashley's customer service. I am very disappointed. Please be aware of this if you decide to make a purchase from this store.

Furniture isn't bad, but it is overpriced. DO NOT PAY FOR EXTRA WARRANTY! The policy is useless. Sales person told me since I had pets I absolutely needed this warranty since it would keep my furniture like new for 5 years. BS Approach sales staff as you would a used car salesman!