Ashley Store Pineville, NC

Ashley Store

(704) 369-7800

11320 Carolina Place Pkwy

Pineville, NC, 28134

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Store hours

Open today: 12:00 PM - 06:00 PM

Monday 10:00 AM - 09:00 PM

Tuesday 10:00 AM - 09:00 PM

Wednesday 10:00 AM - 09:00 PM

Thursday 10:00 AM - 09:00 PM

Friday 10:00 AM - 09:00 PM

Saturday 10:00 AM - 09:00 PM

Sunday 12:00 PM - 06:00 PM

About Ashley

The Ashley Store in Pineville, NC represents the largest furniture store brand in North America and one of the world’s best-selling furniture store brands with more than 1,000 locations worldwide.

Store Details

The Ashley Store in Pineville, NC is committed to being your trusted partner and style leader for the home. This commitment has made Ashley the largest furniture retailer in North America with more than 1000 locations worldwide. No matter which Ashley Store location you visit, you'll find stylish, quality furniture that's just right for any room in your home. That includes many of the top mattress brands—including Tempur-Pedic, Sealy, Simmons, Serta, Stearns & Foster—as well as our very own Ashley Sleep mattresses, which offer superior comfort without the premium price tag. In fact, every Ashley Sleep mattress is subject to more than 200 quality control tests—because a great mattress makes a difference to your quality of sleep and even your quality of life. Your home is more than a house. It’s the daily moments and experiences you share that make it uniquely you. At Ashley, we celebrate being home with you. Our locally owned and operated Ashley Stores are passionate about bringing you the best value in furniture and mattresses for your home. Visit your nearest Ashley Store showroom today!

Customer Service

(803) 228-4848

Monday 08:00 AM - 06:30 PM

Tuesday 08:00 AM - 06:30 PM

Wednesday 08:00 AM - 06:30 PM

Thursday 08:00 AM - 06:30 PM

Friday 08:00 AM - 06:30 PM

Saturday 08:00 AM - 06:30 PM

Sunday Closed

Ashley Store Pineville, NC

In-store offers

What our customers say

4.4

(4735 reviews)

80%

12%

FILTER Star Ratings

Kristie Hennessey

Dec 13, 2024

I had an excellent experience at Ashley furniture purchasing a new bed. Kelly Villastrigo let me browse the floor and take my time in looking for what I wanted (I didn’t feel pressured.) He helped guide me in purchasing a mattress and explained the sale prices, which were very good. Overall, the process was easy and he was very friendly and helpful.

Natalie Hennessey

Dec 12, 2024

Kelly Villastrigo helped us today! He was helpful, and explained everything clearly! Overall it was a great experience and I am excited for my new purchase!

Aleta Galusha

Dec 12, 2024

Wonderful, detail-oriented salesperson! Fantastic service and beautiful furniture choices.

Ivan Richardson

Dec 11, 2024

Came to this store looking for a lift top coffee table and was immediately greeted by England. We unfortunately didn't get to find anything that I wanted to purchase in store, but I still did purchase online. She still took care of me and made sure to offer what they could for me there. Very much appreciated! Thanks again.

kourtney forbes

Dec 09, 2024

I had a wonderful experience shopping at Ashley’s, thanks to Rebee! She was helpful, patient, and knowledgeable.

Jamie Gretzinger

Dec 09, 2024

Super positive experience at Ashely!! Thank you to Andrew and Rebee for being so helpful and attentive to what my husband and I have been looking for! Just moved to the Charlotte area a few days ago and they have both been so helpful with furnishing our first apartment!

Cam Lindsay

Dec 09, 2024

Great experience. Andrew and Rebee were a huge help in navigating a number of different options and finding us the best price.

Jean Lincoln

Dec 09, 2024

She was very personal and helpful. We were able to come to decisions on two different sections. I appreciate her timeliness and kindness.

David Foran

Dec 08, 2024

Zack Silver was tremendous! Ashley should hire 5 of him!

Jeanette Messina

Dec 08, 2024

England was an amazing sales person. I do not care to be hounded when shopping for furniture but England applied the right amount of helping and giving us space. She was also very knowledgable and paid attention to what was important to us and helped us find the perfect sectional.

Emily Hale

Sep 19, 2024

Let me preface this by saying this is my first 1 star review I’ve ever written. I also do not direct this review towards any of the sales people I worked with or the customer service representatives. All of them were very kind and attentive. My issue is with the company as a whole and management. My husband and I ordered a dining room table and chairs set back in May. It is now the end of September. We called to check in a couple of times but were reassured that they will call me when it ships and I don’t need to be calling. I called in again recently since we have family visiting soon with no table for everyone to sit on. The customer service representative contacted the Pineville store manager. They said I could come in and look at different tables and they’d “work with me on price” or I could continue to wait. I am 8 months pregnant and live 30 minutes away but decided I’d go in. When I arrived, no one knew who I was or that I was coming in. I was told it’s going to be over a month before it’s delivered( end of October). They had me look around at different tables. The regional manager happened to be there and was going to look to see if she could get it any faster than end of October. The regional manager told me, after driving out there 8 months pregnant, someone can call me to give me a quote on the table that I was interested in swapping out/if there was any progress in finding my table. She said I could leave the store becaus this process could be “2 minutes or 2 hours”. I got home and no one called me so I called back right before close. Their solution to not calling me back was either continuing to wait or paying almost $1000 more on the table I inquired about swapping out. They mentioned how I’d got mine at a really good price. I bought it during Memorial Day weekend for that reason. I’d already bought a $3500 couch from them, it’s not like I don’t spend the money there. Now, 8 months pregnant, I find out I am due for my baby a week earlier than my original due date which just so happens to be the week they can deliver this table. I call customer service to ask what happens if I’m in the hospital when they deliver the table, how do I reschedule etc. They told me someone I trust could accept it and let the delivery guys in. I explained my husband and I have no family in Charlotte and he will possibly be with me in the hospital. Their response to this was that I’d be charged a fee unless I call two days in advance to cancel. I asked if this was really the case with the table being delivered almost 6 months late and while I’m in the hospital giving birth and they said yes. I have been nothing but kind and patient but this is so wrong in so many ways.

Mike Coulbourn

Sep 18, 2024

MATTRESS BUYERS: BEWARE Our experience with Ashley Furniture in Pineville has been nothing short of a nightmare. My wife and I initially wanted a Purple Restore Plus mattress, but our sales associate, Karen Cedeno, and her colleague upsold us to a Tempur-Pedic that was $1,000 more expensive. They assured us buying from Ashley was better than direct to the manufacturer because we could exchange with any other mattress brand in the store as many times as needed, only paying a $99 exchange fee each time. To get clarification, we specifically asked if we could exchange the Tempur-Pedic for the cheaper Purple mattress later and get a refund for the difference at the Labor Day sale price. They confidently assured us we could if we ultimately didn't like the Tempur-Pedic and they would honor the current Labor Day price of the Purple mattress. However, when we tried to make this exchange, Karen sent us the fine print stating that the price difference for a cheaper exchange would be forfeited, and mattress returns are only allowed for damaged/defective deliveries. This directly contradicted everything we were told in-store. What's more appalling is that knowing we initially wanted the cheaper mattress and that exchanging down to a lower value mattress would mean forfeiting the difference, they should have logically suggested starting with the cheaper Purple mattress and exchanging up to the more expensive option if we didn't like the Purple. Instead, they deliberately upsold us, knowing we could not return the mattress for a refund or get a refund for the difference if we exchanged down to the Purple. This was a blatant scam to get us to buy from Ashley under completely false pretenses. As we purchased the mattress later, virtually, the DocuSign agreement we received didn't reflect any of the verbal promises, and no one walked us through the agreement to explain the fine print, which contradicted everything we were told. Who would think that you would need an attorney to review a contract before buying a mattress? When we spoke with the manager, Garret, he said there was nothing he could do. We're filing complaints with the BBB and North Carolina's Consumer Protection department. We'll update this review if Ashley makes this right, but as it stands, we strongly warn against trusting this store's deceptive and unethical sales practices. Potential customers: Be extremely cautious, read ALL fine print, and know that you can't simply trust what the sales associates tell you.

R M

May 26, 2024

The shopping experience was nice, but we have had issues since then. The delivery experience for me was pleasant, but my boyfriend’s pickup experience at the Ashley Store in Pineville was terrible. They were supposed to have someone from the store to help him, but no one assisted him with getting the base broken down and loaded onto his truck. He had to go into the store and do it all himself. I still had not received my emailed receipt by this time. Our pillows were not delivered or available for pickup when we got our other items, as we were told, so those were delivered a month later after being told we would receive them on a few different dates, after calling several times and it not arriving. When looked at my account on TD bank, it looked wrong, so I filed an inquiry with them. The issue was not with TD because they were going by what the Ashley store in Pineville had sent. When I finally sat down and calculated both of our bills, I was overcharged $300 on my purchase and my boyfriend was not given the $300 additional discount he was supposed to receive for donating $25 to the charity fundraiser they had. The line item for the $300 discount was listed on my boyfriend’s account, but it was not calculated into his final total. They gave him the additional $500 we had negotiated for the table, but not the other $300 and he as charged for the $25 donation. I was charged $5176.98 for original total not including discounts, but 3,599+ 478.98+ 799=$4,876.98. The $5,176.98 - $4,876.98 = $300 overcharge. The amount was before the additional discounts that were negotiated for mine, so they made it look like they were giving us discounts, but did not. When I called the number listed for Ashley’s, the guy asked if I had talked to TD, which I had and I told him what they said. He said I needed to speak with the sales associate, so he called Ashley’s in Pineville and was told she was not in, but he left a message for her to call me when she got in. It was 10:00 when I called and she got in at 12:00. I did not receive a call back, so I called on my way home and was told she was with a customer and would call me back. That was at 6:30 and they closed at 9:00, but I did not hear back. I called again the next day and it went to the customer service line again, and I told them the issues again and that I had not heard back, they again said I needed to speak with the sales associate and it was noted in the system as an issue for her and she would call me back. She finally called me back and after pleasantries, I told her about the overcharge as she was looking at my account and about my boyfriend’s miss discount. She said she would give me a call back after speaking with her finance person because she does not know how it is calculated. That call was on Thursday, not it is Sunday and I still have not heard back from her. Normally, I do calculations while dealing with a sales associate, but I did not that day and I regret it. Needless to say, but they have lost a repeat customer, my boyfriend, and I will never buy anything from there again. We will see if they respond, but I will be calling them back on Monday, if I am unable to get to the store to talk with them in person. If it was not for the delivery crew that delivered my items and the other customer service reps I had spoken with who helped me figure out the pillow delivery, I would give them 0 stars.

Christina K

May 20, 2024

I've never written a bad review on a place and am definitely patient and all for giving chances to make things right, but since my situation has been going on since January and nothing has been resolved, I have no choice. Plus I don't want this happening to anyone else! This is about to be LONG! My husband and I bought an entire bedroom set, dining room table and couch here. We were very happy until a little over 1 year later when we were noticing the table chipping and the couch literally falling apart. The couch is falling apart in the strangest places too (the top of the back cushion and on the side of another). In January I went to this location to speak to the manager. I showed him these photos and he said that this is unacceptable and told me Diamond Care would take care of it. We had a very nice talk and I was happy to go reach out to Diamond Care. He was so sure that they would handle this that he actually wrote down his personal cell # and told me to call him if they didn't take care of this for me. Well Diamond Care was beyond rude and unprofessional and the entire phone call they were making excuses as to why they can't take care of any of it. After that, I did call the manager's cell # and left a voicemail explaining how they will not handle this situation. I received no call back from the manager. As I mentioned I am very patient so I gave it a few weeks and when I still hadn't received a call back by then, I called the customer service and asked to be transferred to this location. The lady on the phone was very nice and asked me what I needed. I told her that I am looking to see if this manager is still working there (because in my mind if I didn't get a call back he may not be working there anymore). I gave her his name and she got back to me saying he does still work there but wasn't there at the moment so she was connecting me to another manager. This new manager was SO unbelievably kind, understanding and really made me feel like he was going to help me out! I even told him at the end of the conversation how thankful I am for his help and how much better I feel that I know now this will finally be taken care of! He told me he was going to get in touch with Diamond Care and instead of having me wait on hold while he does, that he would call me the following day. He asked what time I work until and we set a time for him to call. That was in March and there has never been a call back. I sent two follow up emails to him. I have his email address because while we were on the phone he asked me to email him the photos so he can see the damage I'm talking about. He couldn't believe the photos either and agreed that this has to be taken care of! But.....you guessed it, neither of my 2 emails were responded to either. I can't express how disappointed I am. It's sad that we gave SOOOO much of our $ to a place that clearly doesn't care about you once you walk out their door. To reach out to TWO very nice and seemingly caring managers, get no calls or emails returned, and have absolutely no help from Diamond Care either, is the worst feeling. We are stuck with falling apart furniture and everyday we look at them is a reminder of this whole horrendous experience. **UPDATE 6/25: I spoke with a 3rd manager at this store who PROMISED me she would get to the bottom of this. Just like the 1st manager, even gave me her personal cell # and told me to use it if I have any other questions. She got me to a point where I thought we were finding a resolution here, but nothing has come of it. Also when she told me to call Diamond Care, they gave different info than she told me. I texted her asking to call me. She responded that she will call when she's back in on Wednesday (that was 3 weeks ago). I sent another text asking to call days later..nothing. I called the store last week. They said she would be in at 12 which was in 3 minutes. They told me she would call back. NOTHING! I can't believe I let another manager here make me think they'd actually help me get this resolved all the way through. DO NOT SHOP HERE!!!!

Gregory C

Oct 28, 2023

I ordered a couch from here and paid extra to have it delivered. The process of getting the couch delivered was poor and the customer service has been (and continues to be) worse. On the scheduled day of delivery, the drivers never showed up during the expected time window in the early afternoon. Their online tracking system showed I was stop number 10 of 13 for the better part of several hours. Their system even failed to update the expected delivery time and remained to be around 4pm even when it was 4, 5, 6pm and so forth. Calling Ashely customer service was useless because each person on the phone cited the same information that the online tracking had shown: "you're the next stop #10 and they're on their way". This all was while they ignored the ETA being in the past (4pm). Fast forward a few hours, it wasn't until 7pm at night that I was called by the delivery dispatcher to finally be told that the truck broke down. I was then told they could deliver it still by 8pm at the latest and that I would be getting a call in 10 minutes to confirm. Fast forward an hour and I did not get a call. I had to call the delivery number back at 8pm to tell them to reschedule for another day since it was getting late (and frankly it was ridiculous to even entertain delivery at 8, 9, 10pm, etc). Funny enough, when I was the one to call back about canceling delivery for the night, I was told the truck was still broken down and that they're still trying to get someone out to wherever the truck is to fix it. I'm sure if I kept at it with them, I would've been up at 1am staring at my door and without any updates. Queue the next day and I was hoping for a call to reschedule the whole delivery process and be done with this ordeal. I never got such a call. I called back Ashely furniture customer service and was told that they couldn't reschedule anything since the couch I had purchased was still on the broken down truck. Fast forward another day or two and I got the same excuse each time.. i.e. I can't reschedule the delivery for the couch I paid for because the couch itself was physically located on the truck that was broken. Buyers beware -- if any sort of issue happens with the delivery drivers they contract with, and those companies are holding onto the products you purchased, Ashely cleans their hands of it until the third party contractors they hire out decide to relinquish the product you paid for. It was at this point Ashley promised some sort of cryptic amount of "compensation" to placate the situation once delivery took place, but all I wanted was my couch delivered. Eventually I got in contact with the salesman who helped us at the store to see if there was anything he could do. However he was as confused as ever and made it a point to put much of the leg work back on me to remind him to do his job. Many of our conversations ended with some form of "Tell you what, why don't you shoot me a text after this call to remind me to check xyz" or "Can you send me a text tomorrow morning first thing so I remember to check on abc". I am usually a pretty patient person but I couldn't help point out how ridiculous it was that I was being asked to be his secretary of sorts when he was the one who needed to earn his commission at the end of the day. Eventually the couch was released from the broken truck and the delivery was rescheduled. I'll spare more of the asinine details around this, but long story short I did eventually get the couch delivered about 3 weeks after the original date and almost 2 months after the transaction first commenced. Given how poor the delivery process was, I did decide to follow up with Ashely's offer to provide "compensation" for the mess. My hope was to get my delivery fee refunded but they countered with store credit and said they cannot refund the delivery fee ($79). When I said I wouldn't be buying from Ashley again, they said they would give me back $110. I accepted this but "7-14 business days later" I haven't seen this money. Be careful what you purchase from this Ashley. They're a clueless bunch.

Riley I.

Oct 10, 2023

This store has a complete lack of professionalism. I purchased my couch in store because they were pushing a 20% discount that day on anything in the store if you make a donation to their breast cancer fundraiser. The next day I was on the Ashley's website and noticed the same couch I bought was listed as $300 less than its price in store. Long story short I got a 20% discount on the couch of $2999 after seeing the couch was $2599 on Ashley's online store I felt I should have been price matched at that cost along with the 20% discount for my donation, totaling out to a $300 difference. I tried calling and getting information as to why and was passed around with no answers. You only have 3 days to cancel so I went in to the store to speak directly and was met with the most condescending manager, Matt. They spoke to me as if I was the one trying to run a scam on them and "double dip" in promotions because I felt I should be refunded the extra $300 (they price match). Mind you I am a very levelheaded person, I was very kind the whole time and let them talk down to me because I felt no need to argue or get upset with a 50 yr old furniture salesman so I simply offered to cancel my order. I have zero intention of trying to short an Ashely's furniture and the way they spoke I didn't want to give them my money any longer. Only then did the manager offer the $300 refund for my "misunderstanding". (the real scam is selling me a couch for a higher price with a false discount for a donation that I'm sure will give them a tax write off while also not losing substantial money in sales) Then I requested an email stating that I should expect a refund in 7-10 days because I did not trust them to follow through with that and by then it would be past the cancel deadline. Even to get an email took multiple calls and it has been 8 days and still no refund reflected in our account. At this point it is what it is but I would not recommend this store to anyone. Sunshine was still very kind but the other sales personnel and manager I spoke completely lacked professionalism.

Skylar Incorvaia

Oct 04, 2023

Our experience with Ashley Furniture was one of the worst experiences I’ve ever had with a business in my entire life. The company that Ashley Furniture uses for their 5-year protection plans denied a claim for our poorly made couch that broke after 3 years by just being sat on. When we purchased the plan, we were told it would cover everything for 5 years with the exception of pet damage. Here we are 3.5 years later and the store nor customer service will not assist us in replacing this piece. We at first had a pleasant experience with Alex who said she was going to dispute our claim getting denied because she agreed that the damage should be covered by the protection plan. Alex told me she contacted the protection plan company and could not get them to cover the damage. After telling us we would have to pay nearly $700 for the sectional piece with taxes and delivery, she spoke to management and we settled on a lowered price on the broken piece of the couch. However, we still had to pay $438 to replace a piece that broke after only 3 years AND was supposed to be protected by the protection plan we purchased. We took a loss, purchased the piece and were told the item should be delivered on the following Friday (1 week from purchase) but Alex advised she would be in touch the following day to let us know if there were any changes in delivery date. Alex never followed up. 5 days after purchase we followed up with Alex to confirm delivery date as we never heard from her like she had said. She never responded to our follow up. 6 days later (the day before the couch is to be delivered) we still had not heard from Alex so we called Ashley Furniture customer service. Customer service advised that the piece was out of stock and there was no estimated date for when it would be back in stock to be delivered. We asked for the order to be cancelled as we wanted to take our business else where and purchase a new couch. Customer service connected us to a representative at the store who said that the cancellation request was in the system but she would have Alex call us back after talking to a customer in order to provide a receipt for cancellation and proof that we would get our money back. 3 hours later and still no call from Alex or anyone at the store. My husband called again asking for a receipt or documentation showing that the order was cancelled and we would be receiving a refund. Alex said that they “dropped the ball” on the only method they use for documenting the refund on their end so she could only provide a picture of a negative account balance. Nothing that confirms the cancellation. It has now been 3 business days and we still have not received any refund or any documentation/email confirmation/etc. from Ashley Furniture. We called the store and spoke to Josh who said he could not provide anything do to their system being down but would have someone else call us tomorrow. All this to say, Ashley Furniture does not follow through on any of the statements they make, their furniture is cheap and poorly made, their warranty is a scam, and their customer service/empathy for customers is non existent. Please take your money elsewhere.

Riley Ipock

Oct 01, 2023

edit: changed my review to 1 star because of a complete lack of professionalism from this store. I purchased my couch that day because they were pushing a 20% discount on anything in the store if you make a donation to their breast cancer fundraiser. The next day I was on the Ashley's website and noticed the same couch I bought was listed as $300 less than its price in store. Long story short I got a 20% discount on the couch of $2999 after seeing the couch was $2599 on Ashley's online store I felt I should have been price matched at that cost along with the 20% discount for my donation, totaling out to a $300 difference. I tried calling and getting information as to why and was passed around with no answers. You only have 3 days to cancel so I went in to the store to speak directly and was met with the most condescending manager, Matt. They spoke to me as if I was the one trying to run a scam on them and "double dip" in promotions because I felt I should be refunded the extra $300 (they price match). Mind you I am a very levelheaded person, I was very kind the whole time and let them talk down to me because I felt no need to argue or get upset with a 50 yr old furniture salesman so I simply offered to cancel my order. I have zero intention of trying to short an Ashely's furniture and the way they spoke I didn't want to give them my money any longer. Only then did the manager offer the $300 refund for my "misunderstanding". (the real scam is selling me a couch for a higher price with a false discount for a donation that I'm sure will give them a tax write off while also not losing substantial money in sales) Then I requested an email stating that I should expect a refund in 7-10 days because I did not trust them to follow through with that and by then it would be past the cancel deadline. Even to get an email took multiple calls and it has been 8 days and still no refund reflected in our account. At this point it is what it is but I would not recommend this store to anyone. Sunshine was still very kind but the other sales personnel and manager I spoke completely lacked professionalism. (old review)Bought our couch from Sunshine and she is the BEST!!! Ask for her when you go, she is so helpful without being pushy at all. Absolutely love the couch I got and the customer service. 10/10 will be using Ashleys furniture in the future. Thanks Sunshine!!

Kelly Franz

May 25, 2023

Update 5/30/23: Texted the number Ashley Furniture provided in their response and never resceived a response...Seems to be a whole corporate issue...I also received the drawers that were broken but was told I had to call and schedule a Master Craftsmen myself. They can't get anyone to me until June 22nd....TWO FULL MONTHS of not using the furniture I purchased. I've now made about 15 calls to Ashely to try to get this right but they don't seem to care. Again, Mr. Wanek what type of company are you running? Since you can only write a review for a store - this is where we shopped I unfortunately have to write my review here. However, it is Ashley Furniture as a whole that has been horrible. I ordered my son's new bed and it was to be delivered May 2nd. Upon delivery we noticed the drawers were warped and there were significant gashes and scratches on the railing boards. I called immediately and asked for replacement. I understand these things happen and was willing to wait for the drawers and craftsman. I was told it was going to be about two weeks and I should have the drawers but that I would have to call to then schedule the craftsman. At day 18 I called to ask where the drawers were at. The customer service agent was less then pleasant. Snorting and laughing at different moments of my frustration. I asked for the supervisor. She took five minutes to transfer the call and the next person I spoke with was equally as bad. All I was told was it would be an extra two weeks - no empathy or even sympathy to try and fix the situation. From there I was passed to corporate who said the same thing but did offer compensation but they explained it would be low if I did not accept a gift card. We went to the store to try to receive help. Josh, Pineville's Customer Service Manager said he would help but then quickly passed the phone to me to talk with a team member at corporate who said everything will be completed by end of June. TWO MONTHS after the furniture was delivered. She finished the conversation by stating, "it would be a lot for my team to track the package, schedule the craftsman, and offer the refund." and I would need to do all of that on my end. So, I'm not quite sure who Todd Wanek is paying to do their jobs but clearly the work ethic is lacking. We are 23 days with out drawers and being able to use a piece of furniture we paid in cash for. I will not be purchasing from Ashley ever again and I'm still waiting to hear when my furniture (again which I paid cash for) will be fixed?

Brianna Clark

Nov 14, 2022

We purchased a dining room set from this location in January. The sales associate Reebe told us delivery would take 8-16 weeks. I asked if 16 weeks is the absolute latest that it would arrive and she confirmed that it was. She also said she would be keeping us updated on the status of all of our items and let us know when they are available for a partial delivery. She did not do that or communicate anything to us about our items. I had to continue to call to see when it was available. Taking the time out of my day that should have been something Reebe should have done as part of a great customer service experience. Finally our living room furniture was delivered even though it did come slightly damaged. Several weeks later in July, well past the 16 week maximum delivery mark, our dining room furniture was scheduled to be delivered. The morning of delivery they called to inform us that the dining room sever was damaged in the warehouse and they could not deliver it, but would deliver the table and chairs. The delivery drivers arrived to our home and when putting together the table they broke the base. The chairs also arrive damaged so we were unable to get any of our items delivered. They informed us that we would be able to get all of our items delivered in August. August came and the items were still not available, then September came and nothing. This involves me calling the store over 10 times to talk to Reebe or the Store manager Veronica. Neither of them were able to help get my items delivered. They would promise calls back and never call back, costing me more of my time. Finally in October they said all items were available and scheduled a delivery. On the day of delivery my delivery was canceled due to issues in the warehouse. I had 40 people coming to my home for a party and needed my furniture and they were unable to schedule me on another delivery before the party, costing me over $300 in order to get a pop up table and chairs for people to have room to sit. I was supposed to receive a call that day from Armani one of the service members prior to 10, no call, then again she promised to call before 2, again no call, then at almost 6 she finally gave me a call but was unable to help get me my furniture on time. Finally this morning on 11/1, 11 months after ordering my furniture and paying for it, everything was supposed to come. Again my delivery was canceled. That is now 3 days I have stayed home from work for a delivery costing me over $1200 in wages and no furniture to show for it. This morning Armani promised to get this sorted out by 11 am and give me a call. I have not received a call and have called her like several times with no response. If you want to experience the worst customer service of your life, wasted time and money, and not receive your furniture then this Ashley furniture store is for you. Money and time are the top two resources in life and they have wasted both for me as a customer. Reebe and Veronica are people I would not recommend purchasing from unless you want empty promises, horrible communication, and to not receive your furniture.

Patty Poole

Oct 12, 2022

WHAT A NIGHTMARE!! We purchased a leather reclining sofa just 3.5 weeks ago. The sofa we selected is made for Ashley Furniture and we paid a $500 warranty on it. A week after it was delivered, the left end, in the recline position, stopped working totally. I called the store and they said they couldn’t help me that I needed to contact corporate. I called corporate and they never apologized or showed any concern. They informed me that all the motor pieces would need to be ordered and shipped to our house and, it would take most likely 10 business days. They said once all the possible parts are delivered we then need to call them back to schedule to have someone to come out to repair it. What….why can’t they receive the parts and bring them??? I asked why they couldn’t just replace it since it was brand new and they told me they had to have an opportunity to repair it first. We had to leave town to help my 91 year old mother in Florida as the hurricane approached and we had a neighbor checking every day for the packages. We returned last night, Oct. 11th, and nothing has been delivered to fix our brand new reclining sofa. I called the store to see if they could help and ask to speak to a manager and I was put on hold for 20 minutes then disconnected. I called right back and they said the manager was in a meeting and someone would call me back. No one called so I called again and thankfully one associate was willing to help, Veronica, who e-mailed them to find out the status. They e-mailed her back and said the mattress issue has been resolved. She is now checking with corporate to find out what is going on so again we wait. OMG….this is the most unprofessional company I have ever dealt with. So, it’s now been over a month since we purchased our reclining sofa and we can’t use one end of it. Next step…report to BBB. Rather than enjoying our new leather reclining sofa I have spent countless hours trying to get it fixed or replaced. This is crazy and I highly recommend anyone from buying anything from Ashley Furniture.

Kenton Davis

May 21, 2021

My experience started off wonderful with Ashley Homestore. I closed on my first home and my parents came to visit me for the first time in 2 years since the Covid Pandemic. They came with me to Ashley furniture to help me pick out a dining room set so that we could all have dinner together. The sales associate did a wonderful job of showing us some options and I eventually purchased a dining room set with delivery of Wednesday, May 19 2021 (window between 9:30am-12:30am). I took off work to be home for my delivery on Wednesday. At 12:00pm, I checked the delivery tracker and I was the 4th stop while the delivery crew was on the 9th stop. I called the dispatcher and they could not provide me an answer as to why my items were not delivered. I called several more times after and each time, the dispatcher came up with a different excuse. The first time was that my items never made it on the truck, the second time was they were having GPS issues, and the third time, they said they never got the delivery order and told me to call customer service. I've been calling customer service for the last 3 days and have not gotten an adequate response as to what happened to my delivery and when my items will get delivered in the future. This is extremely frustrating because I had to take time off work for a non delivery and my parents will not be able to see or sit at the dining room table. Part of my reason for ordering this specific dining room set was because of the shipping time on Wednesday, May 19, 2021. I get text messages from Ashley Homstore letting me know my order has been re-scheduled but no details are given. I reply to the text message and do not get a response back. No one has reached out to me explaining what happened and when my delivery will be and this makes me feel unimportant and unvalued. I will not be shopping at Ashley home store in the future and will consider canceling my order that NO ONE has reached out to me about.

Edmund Phillips

May 18, 2021

If I could give them no stars I would. I purchased over $4,000 in furniture in early March and the communication and customer service has been nonexistent. I understand the climate that we are in as far as delays, I’m a retail manager myself so I get it but I make it a point to stress to my associates to communicate with our guest every step of the way as far a delays or missing inventory so I expect to get that in its simplest form. I’ve had to call customer service every week for the past 7 weeks to get updates on my order and asked for call backs that never happened from the store manager and the sales manager Kim...... who doesn’t know what customer service is they give unnecessary attitude when your just trying to get communication and update on your order........ I have yet to call and yell, fuss or fight with them but at this point I’ve had it. When I did talk to the store manager 1 time(when I called and they actually answered) when I called I was promised a $300 credit by the store manager that I have yet to receive and now no one know what I’m talking about..... funny.... I used to be a sales manager for the Ashley in Gastonia a few years back and this level of customer service would have gotten us fired I’m surprised that this is the direction that they are going. I also was informed yesterday that my last piece to my sectional was in stock and ready to be delivered... thing is I had a delivery scheduled for today 5/18 so I call to get the piece added to the already scheduled delivery and they said they couldn’t do...... WHY NOT!!! You’re already coming wouldn’t it make sense to do it seeing how the piece is available and you already have a scheduled delivery? Thats taking up a delivery spot that someone else could use and just a waste of time on my side and money on Ashley’s part..... so now I have to wait another 4 days to get the 3rd piece to my sectional due to whatever delivery process they have.... this is not what customer service should look like. AND I WANT MY $300. That’s the least y’all can do at this point.

Mike C

May 05, 2021

Purchased a sofa at the end of February and was told it would be 8-12 weeks before it could be delivered. Actually get a text saying it's ready to be scheduled after about 9 weeks and I set up for the delivery. Delivery window comes and goes and I try to call them to see what is going on. There is a 120 person queue for their customer service. This is a furniture store with 120 people waiting. So I have to use the online chat and I figured out that they somehow got my phone number wrong when giving it to the delivery people. They have the correct number somewhere because I've gotten texts from them. Talk online and they tell me that the delivery people said there was an issue with the hallway to my apartment. Funny thing is they didn't even have an apartment number on the delivery address, so how on earth would they even know which hallway to use? I get them to correct my phone number for the delivery and add the apartment number to the address and all they tell me is to contact them again if I don't hear anything by tomorrow afternoon as it was still around 4pm at this point on the delivery day. Of course I heard nothing and have to contact them again online because absurd phone queue. I'm told they can't deliver it today and the delivery route is closed tomorrow so I have to wait another week before it could possibly be delivered again. At this point I'm done, they screw up my phone number, make no attempt to deliver it on the correct day and then tell me I just have to wait again. So I tell them to just refund it and I'm told it will take 24-28 hours to process. Chat again 2 days later telling them I don't see the refund and now I'm told it actually takes 7-10 business days for the refund to process and the 24-48 hours was just how long it takes the store to cancel the order. Just the worst customer service ever. I'm told something different every time I talk to them, they make no attempt to fix their own mistakes. I can only imagine what a repair request would entail with this incompetent company. Do yourself a favor and stay far away from Ashley Furniture.

Francie Hawk Klinetob

Apr 15, 2021

Ordered a living room set November 9, 2020 and was told it would be delivered sometime in February 2021. After automatic emails and text messages each week which informed me the furniture is still not in and thanking me for my patience my husband and I decided to go into the store and find out more information. We entered the store on march 28th and spoke with our salesman Kay Williams. He told us that the furniture we ordered was discontinued and they sold the display furniture which they had on the floor. Really? That was our first real issue! After searching the showroom for something else we decided to just ask for our money back. Even though we paid by debit card we had to wait 10 days for our return. I asked for something in writing regarding our return and was told it wouldn't be processed until tomorrow (Monday) when the office was open and they will email me the return info. Monday I received Ashley policy on returns which states a restocking fee and the paperwork sent did not reflect a refund. Instead it stated we owed the amount we already paid. We called the customer service number and spoke with agent and explained what I received. She was just as confused as we were. But a message was sent to the store manager to get back to us. That was the first time out of 5 times we called and the store manager never called back! Don't expect to get anyone on the phone that actually works at the store and each time I called it took hours before they answered the phone. So I waited the ten days for my refund back to my bank account. The 10th day showed no refund! I called again to find out I was 78th in the que line for my call to be answered. I left my number and four hours later they finally called back. After explaining my situation again to the agent, she was actually able to get hold of the store manager. The manager in no compassionate tones explained to me that the refund was never processed cause the proper paperwork wasn't filled out. What???? We called so many times and waited for the store manager to return our phone call which she never did! Totally unacceptable. I asked her where her customer service skills were and she is unfit to be in any type of management. I was so angry that I told her I would be there after work demanding my money back and everyone in the store will know how incompetent Ashley furniture and it's employees are. I was even willing to call the police to the store and file a theft report against the store. Stop playing with PEOPLE!!! Our money which purchases your furniture are what gives you a pay check! Unacceptable! Dishonorable and incompetent!!!! Shame on all of you who work for this kind of company. I will never purchase anything from this store again. And I will relate this story to anyone that will listen.!

Ash Ley

Mar 17, 2021

Hmmm, where should I start? My family and I went to Ashley’s to find a mattress for our new bed that we had purchased from another store. We got rid of our mattress at the last minute and needed to get a replacement as soon as possible. In the store we met Patricia Duarte who showed us some of the Tempur-pedic mattresses. We instantly fell in love with the mattress. Me asking more questions about the mattress,the price, the warranty, mattress cover, and IF THIS MATTRESS FITS EVERY BED. She assured me it does. After a couple of minutes and some time to discuss with my partner. We decided to get the mattress. Fast forward a week later to delivery day (Saturday) walls were damaged coming up the stairs and the bed wasn’t set up correctly. (Help yourself to the pictures) I reached out to customer service and sent them the pictures of how it was set up and they made arrangements to come out 4 days later on Wednesday to remove the legs since it wasn’t done the first time. The delivery driver James and his manager came out the NEXY DAY to take the legs off so that the bed could lay flat. And he explained to me how the base and mattress isn’t right for my bed. But he at least wanted to take the legs off the bed so that it doesn’t further damage my bed. The following day, Monday (or Tuesday)I called customer service and wanted to speak to the store to see what could be done since obviously this base and mattress needed to go. An email was sent to have Patricia call me about it, and surprisingly she did. She said that she told me in the store if I had a storage bed then it wouldn’t work with the Tempura-Pedic. Well Patricia, if I knew that in the store then I wouldn’t be typing this winded complaint. Then Patricia said she would have her manager call me back to see what could be done. On Friday I sent an email to Patricia because I haven’t heard from the manager, he said he would look into it and that I would hear back Monday at the earliest or Tuesday at the latest. It’s now Tuesday evening and I have yet to hear from from him or Patricia. The most frustrating thing about this is NOT being able to sleep in a bed that cost you thousands of dollars. It’s just collecting dust while we sleep in our guest room. This has been a nightmare, and then I have to keep following up with an email or calling customer service to get someone to call me back. If you look at the pictures you will see the wooded boards under the base are caving in, this isn’t from sleeping in the bed but just the weight of the mattress and base.

maria luz jatip

Jan 25, 2021

We ordered 2 Sofas and 2 Tables in July 2020, We cancelled our order in December 2020, It is now January 13th and we have not received the refund. On 07-19-2020 at ASHLEY HOMESTORE I bought a set of 2 sofas and 2 tables (model # 7320518, # 7320515, # T842-9 and # T842-3) for a total of $ 2,536.37 which was paid in full with a credit card. The delivery date was set for the first days of September 2020. When September arrived and I never heard anything about the delivery I attempted to contact the store for some update. After several phone calls, they told me that the delivery was set for 10-30-2020, a month and a half after the original delivery date. As the ASHLEY HOMESTORE customer service is unbelievably bad, on 09-28-2020 I received a text message telling me that they are not going to send the full order, but only 1 sofa and 1 table. Which I called back and told them I did not want the order since it was only half of the order. I never heard from ASHLEY HOMESTORE again. On 11-11-2020 I called to see what happened with my order and Paty answered me (I let it be known that MARLEN UVINA was the one who sold me the sofas and tables, yet she NEVER contacted me for any updates or help) and she tells me that the delivery date was set to be on 12-19- 2020, I asked her if she was sure that the ENTIRE order would be delivered, and she assured me that it would. On 12-02-2020 I received a message telling me that they were going to deliver my order. When I opened the message, it said that they are going to send only 1 sofa and 2 tables, the order is still incomplete! Promptly I called ASLEY HOMESTORE again and they told me that the second sofa would POSSIBLY (without assurance) be delivered in March 2021, 8 months after having paid EVERYTHING. That same day 12-02-2020 at 11:05 am, I spoke with ASHLEY HOMESTORE with a Christian and asked for the cancellation, and to please refund my money in full, this person told me that the next day the salesperson will call me (this would be MARLEN), of course MARLEN UVINA never called. On 12-05-2020 I called ASHLEY HOMESTORE and spoke with Francisco who confirmed the cancellation and told me that between 5 and 7 business days that I will have my full refund. As the days passed and my refund was not there, I again called ASHLEY HOMESTORE on 12-17-2020 and they told me that they had NOT yet processed the cancellation and told me the same thing, that the seller MARLEN UVINA was going to call me to confirm the cancellation, which of course never happened. As the days went by and my refund still NEVER reached me, AGAIN I called ASHLEY HOMESTORE on 01-04-2021 and my money had been processed back into ASHLEY HOMESTORE for some unknown reason. Apparently, no one thought to process my cancellation and return my money to me, so they assured me again that within 5 to 7 business days I will have my refund. Today 01-13-2021 as I still do not have my money, I called ASHLEY HOMESTORE and they told me that they are going to send a check for the refund once the refund department approves the check, but that they do not know when it will be approved. The only thing I want is my money, I feel SUPER DUPED by ASHLEY HOMESTORE since they were very quick to charge me. but to take care of my needs as a customer or answer my calls, they NEVER took charge. ASHLEY HOMESTORE is a company that disrespects its own customers. The customer service is horrid and not helpful in the slightest. If you are thinking of buying something there, keep in mind that EVERYTHING they say and/or promise is false. I was 100% assured so many times just to be told again the next time that that wasn’t true. I recommend that you NEVER buy anything from ASHLEY HOMESTORE. I am very tired and stressed, I have been dealing with them for more than 6 months. Never in my life have I had such a terrible experience. Update Jan 24, 2020: we submitted this review to the BBB. Two days later we got a notification that they sent out our refund checks and the next day we got them in the mail! Finally. I don’t wish this on anyone.

Keuris F.

Nov 17, 2020

Where do I even begin? We purchased several items from this store around Christmas time last year and the pictures bellow are pictures of how the items looked at the time when they delivered them. I refused to take the items in but the delivery guys said they had to drop them off. That was just the begging of my whole fiasco with this Ashley store. They eventually came back and took the table back after several phone calls and visits to the store (yet didn&'t return a delivery fee I payed until I went back to the store and fought for it) but the couch is where the situation gets even worse. The couch had a pice missing, scratches all over, the recliners were not working, it also had a very strong feather/wet smell, it was just a bug mess. I called and complained and expressed my frustration as I had already had issues with the dinning room set. I bought an extra warranty and I was still under store warranty but they refused to take the couch back, they only wanted to fix all the parts that were messed up. But this was supposed to be brand new! It wasn&'t even wrapped in plastic when I received it!Since then, the couch mechanisms have not been working, they&'ve sent people to repair it several times and after a month or two its messed up again. ive had Ashley people in my house fixing the couch about 8-9 times now which I don&'t understand til this day how a product that was supposed to be new. The couch is still here sitting in my living room today and I refuse to even sit on it because I never received a new product in the first place. Im overall very disappointed with the service.I never leave bad reviews for places, in the contrary, if I receive great service at a restaurant or anywhere I always try leaving a great review for others to see.Ive been left with no choice but to show how terrible this store has handle this situation with us.I will say two good things that came out of this:1. I do have two queen bed frames that I bought which I have no complaints for which I am very content about.And 2. I never plan on purchasing here again or recommending this place to anyone I know.

C McClain

Oct 04, 2020

My review is specific to the Pineville store and the experience IN the store. We went by to see a sofa that I had seen online. When we walked into the store all of the sales consultants clustered at the front of the store seemed much more interested in talking amongst themselves then in helping customers. Seemed quite strange, but okay.... finally a woman came over to help. We gave her the name of the sofa we were looking up see. She politely said that she was new and didn’t know all of their lines yet... that was fair. So she then walked us over to two other sales associates who were talking to each other. I told them the name and brought up a picture on my phone. One of the other associates said that she remembered that line from YEARS ago but they no longer kept it in the store. She even appeared to be looking it up on her tablet but then again said it was an older model and not something they keep on the floor. I was a little surprised as these stores don’t seem to carry the same specific models for YEARS!!! We decided to take a quick lap around the store on our own and low and behold there was the sofa - with a sign clearly displaying the name I gave them!!! This brings up a couple of questions in my mind... 1) even if you don’t know specific names you should know what is on the floor. If a customer shows you a picture with distinct throw pillows it should spark your knowledge. It’s not like this store is that large and it was mid right in the store so decently prominent store position. 2) what exactly did the second associate look up on her tablet to then tell me that they didn’t have it. Either she was just going through the motions or she doesn’t know how to work the tablet she carries around. She intimated she had been with the store for YEARS so something is amiss. On my way out I saw the 3rd associate we had spoken with earlier and shared with him that, as an FYI, they DID have the sofa I asked about. He just shrugged with a blank look on his face. If I were a sales manager for this store I would be embarrassed at the lack of knowledge - or lack of motivation - of my staff (barring the new associate who seemed to be trying but who clearly also didn’t get support from her colleagues). That was enough for us to leave the store without a purchase. Too many other places to find sofas!!

Rick Twohy

Aug 18, 2020

I dislike writing negative reviews, but you really should be warned. Before I complain, I would just like to state that I know that current times are difficult for manufacturers, and understand some delays. My primary complaint is about the horrible communication, and flat out lies that have been told regarding our purchase. Our salesperson made it seem like it was going to be easy to get our stuff. Hindsight is 20/20. Delays: Original Delivery Estimate Date: 6/31 1) First Delayed Estimated Date: 7/25 2) Second Delayed Estimated Date: 8/19 With a guarantee that it is a true date 3) Third Delayed Estimated Date: 8/28 4) Fourth Delayed Estimated Date: TBD. I just want to sit in my living room again :( So, on 5/25 I Ordered $1,800 worth of stuff including couches, end tables, and a coffee table. We were told that we should be receiving our product on June 31st (Never told that it was an estimate). On June 30th we got rid of our old couches to make room for our new ones. On the receipt, it says to clear a space. On June 31st, I waited eagerly for Ashley to call for a drop off time. They never called. I called them around 6 pm and they told me that the date had been pushed back a month. So, our living room was empty, and we had to wait a month. Wish they would have called before I got rid of my stuff the day before :(. Once the next delivery date came, around July 25th, Ashley called to say it had been delayed another month to Aug 19th. I was also told by the gentleman that it was a "definite guarantee" to be delivered and also offered me some compensation. The compensation dollar amount that was stated was for $350 but apparently, that wasn't written down so there is no record of it. Also, we won't be compensated until after the stuff gets here. So far, 3 delays. Today is Aug 18, and I received a call from Ashley stating that our stuff has been delayed yet again to Aug 28th. 3 Months and I still see no end in sight. I'm not saying that you shouldn't go to Ashley. I am saying that they are liars, and will tell you anything for a sale. My advice, If they tell you that you will get a delivery in a month, leave the store. They are lying to you too.

Allison R.

Jul 21, 2020

Absolutely the worst experience, so far. Ordered over $1,200 in bedroom furniture online. Everything was good in the beginning, delivery was set up and everything was good to go. Got a call the morning of the delivery that the bed rails were damaged at the warehouse and would come another day, but everything else was coming. Okay, cool. I appreciate that they weren&'t sending me damaged items.The delivery comes and the headboard is damaged at the bottom. The driver says he&'s putting it back on the truck to take back and calls customer service. He takes pictures and sends it to the rep. The rep tells him to leave it there and that he&'s sending a part to fix it. Mind you, it&'s the middle part of the headboard that is that cardboard material, but again, hey, what do I know? Another piece of the furniture got put in the truck at a different time and was behind their next deliveries and the driver says he&'s going to come back with it. The customer service rep starts screaming at the driver about it. Driver leaves, gives me his number, says he will be back in an hour. Customer service rep calls back, super unprofessionally talking about the driver and insisting I just got played. Hour later, driver shows up and delivers the item.Same customer service rep tells me he&'s sending a piece for the headboard. It&'s wrong. So I call again. Sent the pictures of the headboard. Another rep says you need a different piece. No matter how many pictures or how many times I tell them that&'s not it, they refuse to listen. So I&'m sure in about 2-3 days when that piece is wrong, I&'ll be calling, yet again. They refuse to take responsibility or ownership.Call back the next day to schedule the bed rails being delivered. 16 days is was going to be!! Annoyed, but again, what do I know? I ask it I can pick them up because the distribution center is down the street. Told that I couldn&'t at the moment because it still said pending delivery, but to call back today 7/21. I call..... customer service says that the delivery was never set up in the first place and now it&'ll be 7/30 before they&'re sent out. Needless to say, I&'m frustrated. I tell them to forget it and that I&'ll pick them up... &"you can&'t do that with online orders, that person never should have told you that&". I explain about the headboard too, she came back with a 10% credit back. While that is kind, beside the point. It is in no way about getting money back. It&'s about taking responsibility and owning the fact that 1) there is damage to a piece of furniture and 2) not making any accommodations to provide a service to a paying customer.I have never in my life left a review, positive or negative about a company or service, that is how frustrated I am with this company and experience. As soon as I get these bed rails on 7/30, which I&'m sure will still be a struggle, I will never buy from or deal with this company ever again. If you want a smooth purchase of furniture, go somewhere, anywhere else.

Nicole R.

Jun 03, 2020

Over 10 grand I spent in furniture in this store and furnished an entire 5 bedroom home. DO NOT PURCHASE FROM THIS STORE OR ANY ASHLEY FOR THAT MATTER.Less than three years in and all of it is total crap. The materials are cheap and all of it is made cheap. What&'s worse is that I covered the ENTIRE purchase with their so called &"5 year plan&" just to find out when I needed to use it nothing was covered. They even told me that my fire pit I purchased with the warranty wasn&'t even covered, that it was an excluded item! WTF! I paid separately for the in-home service specifically for the Fire Pit. Why did I pay for something that doesn&'t exist?!?! This is crazy.Even the District Manager lied to me when I made the purchase. I really didn&'t believe in the warranty programs, they are always trying to get out of their promises when you need it and I wanted to stay away. But, he said and I quote &"don&'t worry everything is covered&". Everything? Everything. I was nervous about spending the money. Now, I&'m stuck with furniture that I found out over time is literal crap and the money I spent on the warranty program protecting it was worthless. You are much better off going somewhere else. I am purchasing another home that will need to be furnished, which means another 10 grand at least. It WON&'T be with Ashley, that&'s for sure.These people only care about getting your money. Once you leave they can care less. The lack of integrity is just appalling. They say whatever they want to say to make the sale, and absolutely no accountability. Where is the protection for the consumer? Why are they getting away with this???Ashley HomeStore, I am surprised you are still even in business. Your customer service is non-existent, and the people that do the hiring for your stores have no clue how to find talent. From the District Manager to the entire sales staff, all of you lack the fundamental skills to truly make a business great. By the looks of the negative reviews, Your lack of integrity and failure to take care of the customers will take its toll eventually. Purchase somewhere else if you don&'t want headaches and overpriced crap.

Melissa Roseboro

Apr 13, 2020

Ashley Furniture has the best customer service...until they swipe your card. Buyers Beware! Once they have your money, it is impossible to get someone to answer your questions. I placed an in store order on February 1st. I received part of my order on February 15th and was told I would be contacted the following Monday regarding the remainder of my items. Once Monday had come and gone, I still had not been contacted. Fast forward to today, Feb. 25th, I have made numerous calls to the customer service line and been given different responses each time about my remaining items. Dealing with Ashley is like a wild goose chase. Apparently it's too much to ask that a company have some integrity when dealing with their customers. This has been the most frustrating furniture purchase I've made. I'd rather spend three times the amount of money and go somewhere that actually values my business. Moving from state to state has not been an easy process and Ashley complicated even more. Who knows how long I'll be hearing myself echo in an empty home without. Needless to say, I'll never shop at any Ashley location again. I advise everyone to do the same. Update 4/4/2020: The remainder of my couch was scheduled to be delivered April 4TH from 4:30-7:30 pm. I planned my day around this time. I was contacted at 12:20 pm by the delivery driver stating he will be there in twenty minutes. After back and forth, and being transferred, I was told that the drivers changed my delivery time that morning. I was not notified and unable to be at my home by 12:40 pm. The delivery drivers showed up at 12:45 and I was not there. Ashley's marked me as a missed delivery. I am beyond frustrated with the lack of customer service with Ashley's. I am never able to speak to a supervisor or anyone who can actually help. Update 4/13/2020: I was given a new delivery date of 4/15/2020. After calling to reconfirm the delivery date & time, I was told that my new delivery date was May 9th. Absolutely unbelievable. I would not have found this out if I did not call. I'm still unable to speak with a supervisor. I am still not being helped. I was completely robbed from Ashley's. They have my money and I still have no product. I have contacted every number possible and still have no resolution. Saying I'm frustrated is an understatement. If I could give them negative stars I would.

Edwardo Vera

Mar 20, 2020

My wife and I went to Ashley’s in Pineville to purchase approximately 7000+ dollars with the furniture for our new home the store manager Kim was a sales person at first she seem to be pleasant, three weeks later partial delivery arrived with our dining room table which they had to take back because it was cracked four chairs are also damaged and electrical loveseat recliner which is also damaged they also put a hole in our wall yes damage the wall a brand new home, we called customer service customer service referred us back to the store Our sales lady the manager Kim refused to take the appropriate steps to help us and we are still on this day trying to resolve these issues we want to cancel our order we do not want the merchandise but for some reason they are trying to force-feed it to us yesterday March 19 a delivery driver from Ashley arrived at our home and met with my wife at the front door she let the gentleman in and showed him where everything was going and my Wife also asked if they were going to take the broken love seat out and bring in a new one the driver of the truck say’ed let me call dispatch to find out. We waited five minutes and noticed that no one was coming back to the Door so my wife and I walked outside and noticed that they drove off.The very next day we went to the store after calling customer service numerous times they indicated that we should go to the store and talk to store manager which we did. When we got there to the store Kim the store manager was very aggressive with us stating she was not going to lose a $7000 sale because she needed her commission sadly to say if they’re only worry about commission and not the customer that is very sad. Kim has given us False statement after false statement in regards to our furniture all we wanted was for furniture to be delivered well we’re past that now. We want a total refund we do not wanna spend one dollar with this company, this company has gone down the drain it was never like this before we’ve spent lots of money here and shop there’s numerous times the problem is management they need to restructure their management at this particular location and I think all problems will be solved, so to this day we have no furniture in the house it’s been going on three more And Kim are sales person all she will do is lie on me saying the husband is very mean and disrespectful I’m sorry she feels that way I am just trying to get to the bottom of the problem and she will not help us in any fashion because she is the problem. she is worried about her commission that is it I think Ashley furniture needs to look at management and replace them immediately back in the day it was a great place to shop but with the management team they have in place now I will not spend a Red sent there until they make changes with management and I advised that if you purchase any furniture read your contract and have everything in writing before you purchase because they will tell you anything for a sale remember they get paid on commission if they sell.

Joshua Houghton

Feb 20, 2020

We purchased a dining room set and living room furniture in November of 2019. The purchasing experience went great. The dining room set arrived in a couple weeks and the delivery experience was perfect. The living room set arrived a month later and the workers had trouble getting the sofa in the house. I told the delivery men that they will have to take the legs off the couch to get it to fit into our home. My wife and I removed our old couch the night before and removed the legs and got it out of the home with no issues. They refused to take off the legs to the couch. Then while trying to get it into our home they dented our exterior door, tore up the frame of our storm door as well as removed paint off the storm door. They didn’t get the couch to fit. I asked them to stop and they said taking the door off would get it in then took the door off and tried again and ran the legs of the couch up and down the wall ripping through the drywall. They then took off the legs and the couch fit with no problems. Once the couch was in the couch was severely damaged. In retrospect I should have made them stop and leave. They are going to replace the couch but denied coverage to fix any damage to the home. They stated we signed a release of damage from them and we assumed we did. Come to find out it was not our name on the damage release waiver (knew we wouldn’t sign that after what they did to the home) and they still denied it stating we said we signed it. We learned that their return policy and damage policy is setup so that if you wait until they leave your property their is nothing you can do to seek damage other than taking them to court. Please note that we expect the minor dents and dings related to moving furniture and expected scuff marks on our wall. We did not expect multiple dents and dings and the multiple gouges to our wall and believe it went so far as to be negligence on their delivery providers. Most likely everything will go good with your purchase but know that if it doesn’t they will not help you at all. If this happens to you make them take back the furniture immediately and definitely don’t sign anything especially before the items are in your home and inspected.

Chris Henderson

Feb 10, 2020

Purchased a sleeper sofa at the end of Dec. that did not deliver until the second week of Feb. due to being canceled by delivery team two weeks in a row and was a very frustrating process. The purchase process at store was fine, there a lot of sales people that are waiting for you as soon as you walk in but ours let us look around then come to him when we were ready. The frustrations start with the delivery process and customer care, there was a lack of communication and subpar customer service from the team. We were called 15 minutes before the end of our first 4-hour delivery window to be advised it was not loaded on the truck and we had to reschedule for the following week. We received no delivery time notification the following week prior to the rescheduled day so I called that morning to confirm and advised I would need a 30 minute heads up to meet them which I was told they will do. I did not receive a heads up call but a call when they were at our house so was unable to meet them as they would not wait for me. This caused us having to reschedule to the following week once again. That week we did receive a delivery time notice however, this changed twice in the two days leading up to our delivery which then delivered two hours prior to that time but they finally gave me a 30 minute heads up so I was able meet them. We then had really bad weather that day with tornado watches all day and as much as I would have hated to push back again, I feel they should have suspended all deliveries that day and moved them back one day, not a week. Water soaked our foyer floors/ walls when they brought couch in and unwrapped the plastic covering it and the bottom half of it was soaked due to them sitting it on the road while unloading which we did not notice until they brought upstairs which was not the easiest task. I would have refused it but we were so over the whole process and ready to be done with it. I was able to get a 'little' compensation back however, it took two days, three phone calls and an hour on the phone. Ultimately it was not worth the overall hassle, we should have canceled and took our business elsewhere. It's ashame given our purchase process was fairly easy. Beware!

Caitlyn M.

Jan 24, 2020

Bought two night stands, a dresser, and a king poster bed online back in November of 2019. Original Delivery date was rescheduled 3 times claiming they were waiting on the under the storage drawers for the bed. Then once they finally brought everything out they had the wrong foot board. The one they brought was for a totally different color and type of bed. Driver claimed the box said the correct part number so he called it in to the dispatcher. Had a headboard with rails, and drawers with no way of using the bed without the foot board attached. Ashley Furniture told us we had to wait 2 more weeks for them to deliver the foot board. They then proceed to cancel the day of claiming the product was damaged. I had no way of knowing that it was cancelled if i didn't see that the tracking for the driver had disappeared. Someone in their warehouse claims they called us but that is not the case I ended up calling them to check on our delivery. Waited 2 more weeks for them to bring me the foot board the driver showed up and unpacked the box with the correct part number but it turned out to be the same foot board they had brought out with the original delivery so wrong color and type of bed. My boyfriend called them that day and the service person claimed they could get it delivered the next Wednesday which was fine because he was off. I called in today (Which was the Friday after he called) just to check if we were still on the schedule and they claim they cant deliver it till the next Friday which no one will be home and i could not take anymore days off of work for this. So now I am in the process of trying to return what i have and get a refund but they claim they have to put in a request because we are not returning the product within 72 hours of my card being charged. Which in my case was back in December 2019 before i even received the 2nd delivery date, so before the bed had all the parts or was even functional. We are currently sleeping with the box spring and mattress on the floor while the headboard and drawers takes up space in a different bedroom. Needless to say will never purchase from Ashley Furniture again unless I am in dire need of something.

Shaun Ludwig

Jan 22, 2020

They delivered about a month later, left trash in my house (plastic from couch), and in the driveway. The outdoor furniture is still not together. We had paid for the furniture in the store around August 5th and was told the delivery would be on the 18th. I took off work to accept the delivery and made a phone call to customer service to see what time they would be here. The representative on the phone told me they were not delivering the furniture today but instead on the 30th. They never let us know we had to call and find out. The 30th comes and we call in again to see what time the furniture would be here so we could be home. Once they show up they leave the plastic from the couch in the living room and the box for the outdoor furniture opened and leaned up against the back porch because they did not have the hardware to put it together. Since it should have been delivered on the 18th you would think they would check to make sure they had everything. I called and talked to the manager (Kim) since the salesperson (JaMichael) told us they would install the outdoor table and not the coils to the firepit AND he could take $250 off since it was a inconvenience of them not coming to delivery it on the 18th. She told me that they will not put together the table because it is a law, then why would they open the box for it and why did your sale person tell me that they would. She said that they would order the hardware and looked it up for me saying it would come to my house in a week and half. After I receive that to call back in and set up another time for them to come back out and put it together. After talking with the manager she said that there was no one in the store to authorize the $250 discount so I told her I was coming up to the store. After hanging up she called back and said there was no need to come up there that she had spoke to the GM (Kevin) of the Pineville store and he authorized the $250, five minutes ago there was no one there and now he is there all of a sudden. He calls me after hanging up from talking to Kim the manager to listen to my concerns. At the end of our conversation he said he would take care of everything from here on out that I would not have to do anymore calling customer service and to send him pictures of the trash left and the damaged chairs from the outdoor patio furniture. I sent them to his cell phone and to his email. He also told me that his Regional Manager would be giving me a call as well. It is the 4th of September and have not heard from them yet!! One problem I have is that we had sold our old couch since we thought we were getting new furniture then and had to buy something else to sit on since we would not get it until the 30th. Saturday, August 31st, I received a phone voicemail from customer service saying she was calling to set up a time for them to come back out and install the table. I tried calling them back 2 minutes after they called on the number they gave me to call and the number they called from and they were closed. Tuesday the 3rd of September I call customer service since I have not heard anything else to see about scheduling a day and time for them to come back out and finally put together the outdoor table. I talked to the lady that said they could on Wednesday the 4th and asked me what time would be best. I told her since I had to take 2 days off already from work later is the best. So she said she put in for evening and they would call me that evening to let me know when they would be showing up on Wednesday. I also told her about not having the hardware and she told me that they have it and would be bringing it out with them. I called back in on Wednesday morning since I did not get a call letting me know what time and was told it was going to be 1130-230pm. I took more time off work since the outdoor table was going to be put together today. When they showed up at 2 o'clock we all walked to the back porch and they started getting the table out and I asked them if they had the hardware. They said that they were not told they needed any. I called the GM again and no answer!! As of today I have still not received the goodwill form of compensation that was mentioned several times. They only tell you what you want to hear.

Marina Cox

Jan 17, 2020

If I could give this store, let alone the whole entire Ashley furniture company a 0 I would.. the only reason it got one star is because there's no 0 option. DO NOT.. I repeat DO NOT use this company for ANYTHING. There are so many other cheaper furniture options out there that you can choose from to avoid dealing with chaos from this company. We decided to use Ashley to furnish our entire house and it was nothing less than a migraine. We ordered our bedroom furniture months in advance so it would be here by the time we moved into our home and it was still a 2 WEEK wait until we got our bedroom furniture. The furniture came and all the feet were twisted and ruined. We went into the store and worked with ZACK who is nothing but a rude and inconsiderate salesmen. He was constantly helping other people instead of securing a sale with just one. He was taking multiple phone calls while we were trying to make an order. A simple quick visit took us 4 hours. I ordered a kitchen table with chairs from him. I signed off a terms and conditions stating that I could return the table if not satisfied.. ALL OF A SUDDEN a return is not possible after we notified the delivery driver (who did not speak a speck of English) that we did not want the table. I called and got no answer, I called the very next day and NOT ONE PERSON got back to me. I physically went back to the store and again ALL OF A SUDDEN the store no longer deals with returns. I called every single day after my table was delivered to try to process a return. They have pushed me off to the point its way beyond any point of me being able to return it and now I am stuck with a DAMAGED table. They use outside companies for delivery who everything BUT professional. The delivery driver damaged my neighbors mailbox. They rushed through my house causing such a whirlwind. It has been nothing but uncomfortable to even go into the store to deal with ANY of these sales people. One of the delivery guys welcomed himself into other rooms in my house in which there was no reason for him to even be in those rooms casing my entire house. This company has made me sick to my stomach. The customer care has also been nothing but RUDE and totally unhelpful. I literally hate this company and I will NEVER EVER EVER step foot into another Ashley furniture again in my life. I am so beyond disgusted with this crooked company.

Marina G

Jan 17, 2020

Marina G.

Jan 17, 2020

Catherine Bechard

Nov 12, 2019

Ordering the furniture in the store was easy, however, delivery is a totally different story. Our delivery window was between 12-3pm- The furniture got delivered at 10 PM!! And the delivery guys didn't leave until after 11PM!!! We tried to reschedule on the day due to how late they were going to be, however, the dispatcher said if we did, there would be no way they could guarantee when our furniture would actually be delivered. The dispatchers allot 30 minutes per delivery, which is, honestly, just setting the delivery guys up for failure, and unhappy customers. Just to add insult to injury, the bed that we ordered was not even on the truck, and there is no guarantee we will be able to get our bed before we go out of town. Moving is stressful enough, and reliable businesses are what help get you through. In the future, I would happily go anywhere else to purchase furniture. ::EDIT AND UPDATE:: Almost 2 weeks later, and we were scheduled to get the bed delivered today. The delivery drivers showed up on time, however the bed was incomplete, AGAIN. We are back at square 1, and after calling, we were told we have to call back tomorrow to even begin attempting to reschedule a third attempt for our bed to be delivered. I plan to cancel the order to obtain a refund. ::EDIT AND UPDATE #2:: As my fiancé is a more patient person than I am, we ended up not cancelling, and rescheduled for today 11/1, for another attempt at the bed delivery. The bed was successfully delivered, HOWEVER, they somehow managed to misassemble it. It's missing screws and the drawers at the base of the bed are skewed and bowed out. We called back, AGAIN, and they offered us a wait of at least 7-10 days before someone could fix it, and only 150$ for our trouble. Contacted customer service and was able to get emailed the assembly instructions for the bed. We managed to properly assemble it ourselves, and it looks fine. Will not buy from them again. This has been a saga I wish never to repeat.

Catherine B.

Nov 01, 2019

Ordering the furniture in the store was easy, however, delivery is a totally different story. Our delivery window was between 12-3pm- The furniture got delivered at 10 PM!! And the delivery guys didn't leave until after 11PM!!! We tried to reschedule on the day due to how late they were going to be, however, the dispatcher said if we did, there would be no way they could guarantee when our furniture would actually be delivered. The dispatchers allot 30 minutes per delivery, which is, honestly, just setting the delivery guys up for failure, and unhappy customers. Just to add insult to injury, the bed that we ordered was not even on the truck, and there is no guarantee we will be able to get our bed before we go out of town. Moving is stressful enough, and reliable businesses are what help get you through. In the future, I would happily go anywhere else to purchase furniture. ::EDIT AND UPDATE::Almost 2 weeks later, and we were scheduled to get the bed delivered today. The delivery drivers showed up on time, however the bed was incomplete, AGAIN. They only loaded right sided bed legs on the truck. We are back at square 1, and after calling, we were told we have to call back tomorrow to even begin attempting to reschedule a third attempt for our bed to be delivered. I plan to cancel the order to obtain a refund. ::EDIT AND UPDATE 2::As my fiancé is a more patient person than I am, we ended up not cancelling, and rescheduled for today 11/1, for another attempt at the bed delivery. The bed was successfully delivered, HOWEVER, they somehow managed to misassemble it. It's missing screws and the drawers at the base of the bed are skewed and bowed out. We called back, AGAIN, and they offered us a wait of at least 7-10 days before someone could fix it, and only 150$ for our trouble. Will not buy from them again. This has been a saga I wish never to repeat, and no furniture, let alone Ashley furniture, would be worth it.

Patti E.

Aug 14, 2019

We had a terrible experience. We had to set up four different delivery times. Our first delivery (8/10) was cancelled due to the truck breaking down. We received a phone call about 2 hours prior to our delivery time but were then told that it may be awhile before we received our furniture. After talking to our sales rep, she was able to schedule a delivery for the following day (8/11). We were told that someone would deliver between 2:30-5:30. We got a call at 9:00 am that the delivery guy was at our house. No one was there since we live 95 miles away. We rushed to the house and arrived about 11:00. The delivery guy came back at 2:30. They put the vanity together and moved everything in, but they had the wrong hardware for the bed so they were unable to put the bed together. We talked to our sales rep again and she was able to email someone and they gave the hardware to the driver and he was scheduled to deliver on Monday (8/12) between 2:30 - 5:30. The delivery guy showed up at 1:00 but he did not have the hardware. The trucks had been switched that morning so he did not have the screws to fix the bed. We talked to numerous people in customer care, but no one was able to help us. The supervisor was VERY rude and did nothing to help us!! We were very disappointed in how unprofessional she was. We contacted someone who works at the distribution center and he set up a delivery for us for the following day (8/13) between 3:00-6:00. We called him again on 8/13 to verify this delivery. He personally called us back and sent us a copy of the schedule to show that we were on it. It also gave an ETA time so that we were there when they came since it was not during the scheduled time. They came at 7:00 pm and were finally able to put the bed together for us. Unfortunately, now that this is finally completed, the vanity and the bed both have a damaged area on one of the corners. We have talked to customer care and they are supposed to be replacing those next week. We'll see how that goes! This was not a good experience and we will not be purchasing from Ashley Furniture ever again!! Our sales rep tried to help some and the guy from the distribution center was great, but other than those two, everyone else that we worked with treated us with no respect and did nothing to help us!

Kelli Young-Davis

Jun 17, 2019

Yesterday (6/17) My spouse and I went to this location looking to possibly purchase furniture. The store was moderatly busy however there were MANY sales associates who were not helping anyone and not a single person spoke or acknowledged us. We walked the ENTIRE store several sales associates looked at us but never acknowledged us or asked if we were being assisted. We sat on couches, looked at various pieces of furniture and we had questions but no one seemed interested in helping us. Finally, I said to my spouse "I'm going to the front and going to tell them we walked the entire store and no one approcahed us, and we're happily walking out of here." So I approached the counter and there was about 5-6 female sales associates standing around talking to one another and it took them about 30 seconds to finally realize I was there. One came up to me and said "have you been helped?", I said, "No we just walked the entire store and not one of your associates helped me, so I wanted to let you know that and I'm leaving." She seemed shocked said something to another associate about it and gave what seemed like a half apology and we walked out. I'm not saying chase me out the store, but even when we we're leaving it appeared they didn't feel like trying to even gain my business back. It's very disheartening, considering the majority of the furniture I currently have came from there. We are moving into a new house and wanted to get a new kitchen table and couch and they had one that I was possibly interested in I just had questions. I immediately called my mother and told her about it considering 95% of their furniture is from Ashley's and she said it has happened to her many times as well. When I walked out of Ashley's I immediately went to another furniture store was approached several times and ended up purchasing a couch that I know my family will love and the sales associates valued my business. For Ashley's to have had so many associates in the store and many who looked at us but didn't speak or ask if we needed anything I find it completely unacceptable and I plan to tell anyone who mentions they are purchasing furniture or looking to purchase furniture of my experience with Ashley furniture yesterday.

Gabrielle A.

Jun 03, 2019

I WOULD GIVE ZERO STARS IF I COULD. Do not, and I repeat, do NOT use Ashley furniture for ANYTHING. They are the most unorganized, selfish, unprofessional company I have EVER worked with. my mother and I went in there over a month ago and ordered two bedroom sets a mattress and some other small things to be delivered to our apartment. It started out fine until the salesman Jim at the carolina place store didn't want to help us win the first problem came along, not only did he lie to us about the return policy but he acted as if he could not help us any further with any of our orders. He mouthed off to me, would not address me or my mother (the ones PAYING) but addressed our friends instead when speaking. Tried to pull a fast one on us in regards to furniture, and so much more. The delivery date was initially scheduled for a month out, when the furniture finally came it did not fit my bedframe which JIM assured us that it would, then refuse to take any responsibility for his actions as soon as we went back. We then had to order a completely new bed set because of the issue with the bedframe, Ashley works through a delivery system that THEY SUPPOSEDLY HAVE NO CONTROL OVER. after the store made a mistake with my original bed set, they told me there was nothing they could do in regards to getting my new set delivered soon after they took the other set away. they wanted me to wait for weeks YET AGAIN BECAUSE OF FAILURE ON THEIR PART. yesterday, they were finally supposed to deliver my new bedframe again and pick up the old furniture, they did not come within the time that they gave us and said they were going to be hours late and obviously we were not going to be home we had made the whole day available to them but they wanted us to wait until night. They then canceled The order and had it sent back to the distribution center without my knowing, the truck driver said that he would be back this morning when I didn't hear from him I called him and he told me this. I then had to call customer care for the millionth time this month where they informed me that the bed will not be ready for another two weeks because of.. guess why.. FAILURE ON THEIR PART. I am about ready to completely cancel this order with them and go somewhere else I will actually respect their customers and take care of them like they should especially when paying as much money as we did for this furniture. I STRONGLY AND WHOLE HEARTEDLY ADVISE ANYONE WITH COMMON SENSE NOT TO USE ASHLEY FURNITURE HOME-STORE EVER. This has been and absolutely HORRIFIC experience trying to just buy some FURNITURE.

Mrs Kurlie

May 23, 2019

I wouldn't give Ashley one star but I had to...Let me tell you a little story. We love Ashley and have for years. We have several pieces of furniture from there. Well, they say all it takes is one bad taste and baby this one was Rotten! I won't even get into the first couch we bought that didn't fit down the hallway, builders fault or salesman swearing it would fit is no matter at this point. One day taken off of work and that couch goes back. They refunded all the costs, no re-stocking fee, and said come back and see if we have something else that will work better. One point Ashley. We did, they had another couch that will work a 6-piece sectional where all the pieces are separate so all should be able to fit down the hallway. Another Point for Ashley, Oh and we have it in stock and can deliver it by Thursday. Another Point for Ashley...up 3 so far....We get several automated calls reviewing our Thursday delivery...yada yada , they call the night before delivery and tell us that one piece did not pass inspection and they will only be delivering 5 pieces. Strike 1, Sucks but at least we are not dealing with a broken piece of furniture. Husband has to call the delivery people as we NEVER received our delivery window. Got a delivery time frame 1130-230! Great. Driver calls husband "are we delivering or picking up" Husband: delivering...Driver What is it? We don't have a manifest...husband: 5 pieces of a 6 piece sectional....driver: ok we are about an hour, hour and a half out. 230 rolls around - husband calls driver back...'where are you? when will you be here' driver: you need to call the office cuz we're not delivering to you today....Strike 2...Husband calls office, "sorry you misunderstood sir but maybe all pieces did not pass inspection and we will not able to help you with re-scheduling until tomorrow, cuz it's locked in manifest (whatever that means) so you are not getting your furniture today as promised and as confirmed by us and we are not compensating your day off from work either, and all I have to offer you is, I'm sorry" Okay so I indulged on that last part but that's what they were saying...cuz here we are with a wasted day, no furniture, and no answers. Strike 3 and you're out of here....sorry not sorry cuz that's how you appeared to be toward us.

Daez Tra

May 20, 2019

My product was supposed to be delivered on May 18, 2019, and was not. No one called or took ownership of the issue. We called the store after waiting around during given THREE hour window and having no call or no one to show up. This is by far unprofessional. If we would have known that no one was going to show up or call, we could have been doing something productive. After calling the store to find out what is going on, they said that when they went to pick-up our item, it was not there, so the driver left. They said to call back on Monday (05.20.19) to set-up a new delivery day and time. WHY should we be calling the store to make this appointment, when the store already has our money...CASH. We called as we were advised, all to find out, that someone should have been CALLING US to make this appointment. We went to the store hoping to receive better customer service and some sort of satisfaction...NOT. All to get told by the GM/K.K., that he could not do anything, except for watch the progress on his computer. He made a copy of our receipt and basically said TO CALL him when we receive our item. He ALSO said that he has NOTHING to do with the "SUPPLIERS" side, as he is on the Retail side, and ONLY sells the items not deliver...POOR CUSTOMER SERVICE at its best. I told him that when I see the name ASHLEY HOMESTORE, I do not see TWO separate companies, I ONLY see one. We then asked why NO ONE called us to inform us on the delay, he could not answer, and said that the system had him locked as someone on the call center side was in our account conducting research. I informed him that I was ensured by Sales Rep./B.P. that even though it says "estimate" delivery, it would be delivered on that day; it was not. This was an initial issue due to having a similar experience in the past, and that is why I had her to confirm the due date. SHE also said that she would call to follow-up, and did not. I guess that she made her commission and that was it in regards to the communication. We called on May 20, 2019 as advised by the store, and the new delivery is set-up once AGAIN for May 26, 2019, which is also Memorial Day weekend. We now ONCE AGAIN must alter our holiday plans to work around yours. This is very poor customer service, especially from a GM and from the store as a whole. This will be my last time purchasing anything from any of their stores. I would rather take my business and money somewhere else. We did not feel like a customer, and we certainly were not treated like one or with respect regarding our time and the communication. I am sure that this is NOT the Ashley standard, and I need more than just an apology. HORRIBLE service.

Joyce L.

Jan 19, 2019

The sales person was quite helpful in finding what I needed for the health situation I am dealing with. The fault of the Ashley was the miscommunication and over communication of the delivery and the lack of compassion for the customer's schedule. I had arranged for delivery for a Saturday a month after I purchased because it was the first Saturday they could do it. I received calls for 4 days straight and several times multiple times a day (live, message via automation or voice message). The night before the delivery I received a call they were changing the time of day and I had to cancel an appt for a personal obligation. When no one called to say they were on their way at 4:00 p. m. , I called and found out the chair had been damaged and would have to be delivered another day. Since I worked that meant I would have to cancel again my personal appointments for obligations. I called the store to talk with sales person but talked to the manager on duty. He said that someone would call me to set up a new delivery and that I would be compensated for the inconvenience which I assumed would be the cost of the delivery. This time I received a call three days before delivery and requested a certain time so I could make my obligations. Well then the next day I received another call saying it was going to be in the a. m. on Saturday to be delivered so I cancelled my appt. On Saturday I received a call they would be at my home in an hour and 27 minutes. Which they were a bit early; but when I was asked to talk with the Delivery personnel at the store, I mentioned the compensation and he said they would NOT compensate the delivery charge since it was delivered and they only thing he could offer was $100 store credit. Well I do not need any other furniture so that doesn't really compensate me. I am in a bit of a corner because this chair will be my bed for quite a while, I couldn't pick up the furniture myself and needed it delivered and now they are not honoring what they said they would compensate. This puts the customer in a difficult situation and their customer service / delivery system is not for the customer but the convenience of Ashley.

Travis J.

Jan 15, 2019

We bought a trinell bed with storage, leather, power reclining sofa, and a leather manual recliner and the extended warranty. When it was delivered, the sofa was not covered with any packing blankets, plastic...NOTHING. Then when they set it up in the house, we noticed there were scuff marks on the sofa. They said we would have to call the store and set up someone to come out and fix it. Then, they said they did not have any of the power cords for the sofa and that we would have to, again, call the store and have someone come out with the cords. After I called, they sent out the replacement leather and the power cords for the sofa. Then I had to call several times to get someone to come out and replace the leather. About 3 and a half we, almost 4 weeks later, someone was able to come out, replace the scuff marks on the sofa. Alls fine and dandy until a few weeks ago. We had to take the stairs apart from the bed because we were rearranging our sons room. The bottom part of the stairs where the bottom drawer slides in completely broke. I called Ashley HomeStore and they said I would have to call Customer Care. Then on Saturday, my wife and I went in and I spoke with Customer Care. I told them what happened and that we got the warranty. They said it was still under the manufactures warranty. So I called the warranty company, spoke with Gladys, and, after I 20 minutes of me telling her what happened and everything, she puts me on hold, comes back and says the part that broke is not covered under the warranty and if I wanted it fixed I would have call a furniture repair place and pay out of pocket. So, I called back to Ashley HomeStore, told them AGAIN, what happened, what Gladys told me...EVERYTHING. They put me on hold for about 5 minutes, comes back and says "we looked through the warranty policy and the part that broke is, in fact, NOT covered under the warranty." Why would 1 person tell me "it is covered under the warranty, and then another person say no it isnt" is beyond me! Attached is a picture of what part broke.

Jillian H.

Jan 02, 2019

Item sold was defective, lied to about delivery and my credit information was stolen by someone at the local Ashley store. In this day and age, this store should be closed. I purchased a table and was told that it would be delivered 2 weeks from my purchase date. It took nearly 2 months for the table to actually arrive and when I called to advise them that I needed it sooner they told me that my only option was to cancel the order and pay them a 30% cancellation fee. They offered me no other options. Therefore, my family had to sit and eat on the floor for almost 3 months after moving into our new home because they were dishonest with me about when their product may arrive. Additionally, the day after I bought this item my credit card information was stolen to purchase tickets to the New York Knicks game as well as other items. I thought it was odd that the store sales man wandered away with my credit card for several minutes during my purchase. Fast forward to today, 5 weeks after this table has arrived in my home the top of it is lifting. One of the chairs also arrived with rips in it. I spoke to a customer service representative the day this item arrived and they assured me a new chair pad would be sent out. After talking with representative today, there was never a pad sent out nor was there any notation of my complaint upon this item being delivered. I have no idea how this store is still open but its customer service is pathetic, its products are deplorable, and it seems its ability to protect customers personal information is non existant. Sure their products are cheap but a cheap good deal is completely different than selling just plain cheap garbage. Their products are cheap garbage. I will never shop at this company again and if they do not rectify the issue with my table I will dispute all of the charges and file a complaint with the Better Business Bureau. Please avoid yourself any headaches and buy from a reputable company.

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0% interest for 72 months‡‡ with select mattress purchases - In-Store Only

On in-store purchases of Tempur-pedic® or Beautyrest Black® mattresses made with your Ashley Advantage® Synchrony credit card at participating locations from 10/29/2024-12/9/2024. Equal monthly payments required for 72 months. Down payment up to 30%, plus tax and delivery may be required on another payment type for in-store purchases. Promo fee of 2% of amount financed will be included in required monthly payments.

‡‡Not combinable with other offers and discounts. Qualifying purchase amount is determined prior to any down payment, taxes or delivery. See a sales associate for details on required down payment. Qualifying purchase amount, less any applicable down payment, must be on one receipt. No minimum purchase required. A promo fee, equal to 2% of the amount financed at time of purchase, will be shown as a separate transaction on your billing statement and included in the balance subject to this promo. Any taxes, delivery, or other charges included in the amount financed will increase the related promo fee and the required monthly payments. For example, a $950 purchase with $50 in taxes and shipping costs, will be charged a promo fee equal to $20 and $1,020 will be charged to your account. No interest will be charged on amount financed (including related promo fee) and related optional debt cancellation fees, and equal monthly payments are required on promo purchase amount until it is paid in full. The payments equal the amount financed divided by the number of months in the promo period, rounded up to the next cent and may be higher than the payments that would be required if this purchase was a non-promo purchase. During the last month(s) of the promo period the required monthly payment may be reduced due to the prior months’ rounding. Any estimated required monthly payments shown (which may exclude taxes and delivery) in connection with this promotional offer should allow you to pay off the amount financed within the promo period if (1) you make your payments by the due date each month and (2) this is the only balance on your account during the promo period. If you have other balances on your account, this monthly payment will be added to the minimum payment applicable to those balances. Regular account terms apply to non-promo purchases. For New Accounts: As of 7/16/2024: Purchase APR is 34.99%. Penalty APR is 39.99%. Minimum interest charge is $2. Subject to credit approval.

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