Ashley Store Pineville, NC

Ashley Store

(704) 369-7800

11320 Carolina Place Pkwy

Pineville, NC, 28134

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Store hours

Open today: 10:00 AM - 09:00 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, 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

4.6

(4606 reviews)

87%

FILTER Star Ratings

Sam Patterson

Mar 11, 2025

Zack was very informational and we loved his kindness.

Bob Silva

Mar 10, 2025

PATRICIA was fantastic. We got three full rooms of furniture loved every piece we bought and so happy we found that location and Patricia she was amazing.

Emily Burnette

Mar 10, 2025

My brother and I shopped at the Ashley Furniture in Pineville this past Saturday as I was looking for a new living room set (my very first real one, mind you). Upon walking in, we were immediately greeted by Karen who proceeded to ask us what we were looking for, etc. I had done some looking online prior to coming into the store so I had a pretty good idea of what I wanted. They didn’t have the exact set I wanted, so instead she showed me a similar style of couch and then showed me a set with the similar material so I could get an idea of what I’d be getting. She answered our questions and then proceeded to leave so we had time to talk, think, and get a feel for the different options we were looking at. She temporarily would come around to check in on us and offer us water, etc. I ultimately ended up finding a couch and an oversized chair that I was obsessed with and that my brother approved of as well and it was a done deal. The store itself was laid out very well with good options and set ups so you could really get a feel for it. I will definitely be returning for my furniture needs in the future. I also once again am thankful for Karen who made the experience so enjoyable and stress free by listening to my wants/needs and working with me to find the right pieces, pricing it out for me, and then also making the actual buying process so easy. She was great to work with and very relatable to talk to so it made the whole thing seem effortless and exciting as it should be.

Lucia Petrovich

Mar 09, 2025

Kensley Phillips did such a great job! We truly appreciate her helping us and being patient.

Eric Greve

Mar 09, 2025

Zack was very nice and helpful. He gave us space and time to figure out our purchase, he was not pushy at all.

Israel Dryer

Mar 09, 2025

Zach was very knowledgeable and helpful as we selected our amazing furniture.

Katelyn Farah

Mar 08, 2025

Stanley was amazing!! He helped me find the perfect table and chairs.

bruce miller

Mar 07, 2025

Victoria Sakharova

Mar 06, 2025

England was an amazing help in finding the perfect sofa for us. She took the time to understand our needs and preferences, even though we were quite picky customers! Her patience, kindness, and professionalism made the whole process smooth and enjoyable. We truly appreciate her effort and dedication. Thank you, England!

Donna Perez

Mar 06, 2025

My husband and I went to Ashley Furniture in Pineville to purchase living room and bedroom furniture. We met Kristine and Jim and they were phenomenal. They took their time with us, As we were unsure exactly what to get. They gave us their recommendations and what they thought and they listen to what we wanted as well. Thank you, Kristine and Jim for helping us decorate our new home!

Jordan Loos-López

Mar 04, 2025

⭐️⭐️⭐️⭐️⭐️ If I could give Jim Holland 10 stars, I would. Maybe even 11. Listen, I was on a mission to take advantage of Ashley’s President’s Day Sale, but there was one problem—I was out of state. Did that stop Jim? Absolutely not. Did he rise to the occasion like a furniture-dealing superhero? Absolutely. From miles away, Jim worked his magic, helping me navigate this grand furniture quest with the precision of an Olympic-level interior designer and the charm of a game show host who actually wants you to win. My partner went into the Pineville store while I was off in another state, and Jim seamlessly juggled helping both of us at the same time—like some kind of retail wizard. Jim wasn’t just knowledgeable; he was furniture Yoda. He knew what we wanted before we did. He guided us through choices with the wisdom of a man who has stared deeply into the soul of every coffee table and sectional in existence. If we even thought about a piece, he hit us with pros, cons, and a mini TED Talk on why it would or wouldn’t work for us. But at no point did we feel pressured—just expertly nudged in the right direction, like a polite, well-dressed guardian angel of home decor. And let’s talk deals. Jim was on a mission to get us the best pricing. I half-expected him to start doing parkour through the store just to knock a few more dollars off. He communicated every step of the process like a true professional, ensuring that even though I wasn’t physically there, I never felt out of the loop. The delivery timeline? Totally reasonable. The delivery cost? Not bad at all. The quality of Ashley’s furniture? Always solid. And yes, I absolutely got the warranty/protection plan because I do not trust myself around nice things. But wait, there’s more! A special shout-out to Kinsley and Carolyn, who also played a role in this epic shopping adventure. But make no mistake: Jim is the undisputed hero of this tale. If Ashley Furniture Pineville had a Hall of Fame, his portrait should be framed in gold with a spotlight on it. If you need furniture and want to work with someone who genuinely knows what they’re doing—and actually cares—go find Jim. Tell him I sent you. Maybe he’ll bless you with the same furniture enlightenment he gave me.

Faneuil Sandzen

Feb 05, 2025

I really try not to leave bad reviews, but this time I think it's well deserved, and customers should understand how Ashley Home Store somewhat lies to their customers. I've had two experiences with Ashley Home Store, both were not great experiences. However, this last experience has taken all my trust away from furniture stores in general. My wife and I went out looking for a couple of couches roughly 18 months ago and found a love seat couch and another one that sits three for our living room. The sales team was really nice and helped us find everything we wanted, including a warranty. Well, you know what did me in? That's right, the warranty. If something spills, it's covered. If something rips, it's covered. If something breaks, it's covered. If they can't fix it, they will replace it. Well, apparently not. I called their “5 Star Service” to submit my claim. The third-party company came back and stated the claim was not within their warranty. This is where I got upset. I called the “5 Star Service,” which is the name of the company, and asked why this was not covered. They stated the rip throughout the liner was not in the scope of the warranty and they couldn’t see any damage from the wood on the side since it’s in the lining. Then, I decided to call Ashley Home Store customer support. They were polite and looked into the matter. After submitting more pictures to their support team, they determined that the wood damage could be fixed by sending someone out to my house to fix that section of the couch. However, they wouldn't be able to fix the lining of the couch because it is not in the manufacturer's warranty. This lining is the only thing that holds up the area in which you sit and is the main issue. The support team said they couldn't help. They stated in five years you will have 400 dollars to spend since it can't be replaced. I won't be going back to Ashley Furniture again. I feel my wife and I were manipulated at the store into buying furniture that is frankly not worth the money because we were guaranteed that our couches would be fixed if there are any damages. It seemed like a good deal considering we didn't expect anything to happen to our couches. I feel this needs to be shared with other potential customers.

Emily Morgenthaler

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.

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 Christakos

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.

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?

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.!

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.

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.

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.

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!

Marina G

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.

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.

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.

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.

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.

Tom Weekes

Jul 13, 2018

The structure of how Ashley is run as a whole bothers me. Quick-ish story: We ordered a couch around June 23rd, paid for it upfront because you have to and were told it won't be ready until July 3rd. That's fine, it was around the holidays during a sale, I get that it could take a week or 2 to be ready. Before the 3rd we get a call that it was actually going to be July 5th. What's 2 days? That's fine. The delivery men come and only drop off half a couch (we got a sectional). We had to coax them into calling customer service for us, they kept saying we have to call customer service to find out the right delivery date, then they tell us the other half is delayed by the manufacturer and isn't ready until the 12th. Then they call me; July 13th. Then they call me again; July 17th. Hopefully our couch comes July 17th. So based on my experience, here are my issues with Ashley 1. They make you pay for the furniture upfront. The charge should be held until delivery. 2. Everything is run through a middle man. It's always "oh it's a manufacturers delay", or "that's something you have to call customer service for", or "we're just a licensed retailer of Ashley furniture, we're not actually the Ashley corporation". Everything is set up in a way to scapegoat to a different department/company. 3. Along those lines, their sales aren't honest. Since these store are a "licensed retailer" they take inventory of Ashley Furniture, bump up the price 30%, then when you go in for a 20% off sale, they "price match" the corporate website which is 30% cheaper and don't honor the 20% off since you're "getting 30% off". So if you see a $1000 couch on Ashley's website, it's actually $1300 in-store. If you think you'll get it for $800 during a 20% off sale, you'll just end up paying $1000 as if you paid for it on the site. This also applies for any mail coupons. Then they don't budge with any haggling because of the "great deal you're getting". The only reason I'm giving 2 stars is because the staff at this specific store were friendly and not too pushy. The selection is also decent and had a better shopping experience than other furniture stores. But the actual buying process has been pretty awful. I would only go here to window shop for styles. The stores need to shoulder the burden for manufacturers delays and issues so they feel some urgency to get on the manufacturer's back for being dishonest about expected dates.

Abbey Miller

Jul 06, 2018

My experience has been horrible!! I purchased a dining room table, 8 chairs, sofa, loveseat, accent chair, full size bed and dresser over Memorial Weekend. I asked if there would be an issue to have it delivered the following weekend as that’s when I was moving into my new house. The sales lady confirmed that it shouldn’t be an issue and she put down ASAP for the delivery date. I called later that week to find out when it would be delivered as I hadn’t heard anything, but was informed that they could deliver the living set on Saturday, but the other items wouldn’t be delivered until June 30th! Not what I was promised. I had to have a dining set as my daughter’s graduation party was coming up. I agreed to take the showroom floor set instead of the new one and then they would order the two additional chairs. The showroom set was delivered by a 3rd party (which was another disaster) later. The delivery for the bedroom was supposed to have been changed as my youngest daughter was sleeping on a mattress on the floor, but they left it for the 30th. After contacting the company again, I was able to get the date moved up. The 30th came and went and no word about my other two chairs. I called the store earlier this week to find out about them and that’s when customer service informed me that the store was supposed to contact me the week before to let me know the chairs were discontinued!! Got the store manager on the phone who not so politely told me that they were looking for two chairs at other locations to have shipped to me and that someone would contact me by today. Well to no surprise, I wasn’t contacted. I had to call once again and was informed that they sent an email to the store and someone would contact me. I’m sure I won’t receive a call back and I will have to call again tomorrow. This has been the worst experience and lack of communication. I would’ve never found anything out if I had not been the one to call. And never have I received a call back when I was supposed to. I will NEVER purchase anything from this company again.

Maryland Native

Oct 20, 2017

We should have stuck with Value City Furniture, we purchased from them 10 years ago & decided to try Ashley's because the furniture we wanted from VCF would take a month. We were told when we purchased the furniture from Ashley's it would take a few weeks. Here we are over 2 months later & just now did we get the CORRECT furniture. We were supposed to get a call from Tippy according to Tina in service & Orlanda who is an apparent manager in Customer care & I have heard nothing in over a month.. I call, I leave voicemails, I email.. I get told the same thing, "we will call you back." By the way I just called a few minutes ago & found out Tippy is now at the Outlet store? Thank you staff at Ashley Furniture for ruining our family buying experience with furniture. I hope when you are out shopping for something important to you that you get treated the same poor way you did my family. Maybe then you will learn what customer service is, and not have people waiting for months on end for furniture they were promised in 2 week. OH and also the furniture would be damaged looking like it came from a yard sale. 10/20/17- UPDATE So Orlanda finally got back to me & I wanted to let me know that even though technicians are coming out to repair my damaged bed frame they cant take back the mailed, damaged drawer they sent me so it is my responsibility to get rid of it at my cost. Anyone who gets damaged furniture from this store: DO NOT ACCEPT DAMAGED FURNITURE.. When the delivery driver comes to install make sure the furniture is without damage when they arrive & AFTER they are finished installing. If the furniture is damaged when they get there then it saves you the time of them reloading any other furniture they get off the truck. IF the installer damages the furniture while installing then have him/her take pictures & send it to their Department with you CC'd. DO NOT accept mailed furniture!! (IE Drawers, pillows, ETC) If you get the mailed furniture & it is damaged or wrong, then it becomes your responsibility to dispose of it. Ashley furniture will not pick up any mailed furniture because it is damaged!!! This means you have to take it to a dump or put it in your trash bin!!! We only have 1 trash pick up per week so we had to take the damaged furniture to the dump, spend our money on gas, time, and then the price to dump the furniture... Still no email or phone call from the new General Manager or anyone from the actual store....

Chip Allen

Jun 10, 2016

Received delivery of a coffee table and recliner on 5/31. One arm on the recliner was pulling away from the side. That night, I emailed customer service with a picture. It was after hours but I wanted to be on record with my complaint. The next day I called because I had not heard back. At that time I was told they would have a "Craftsman" come out on 6-23. Three weeks to repair a recliner! After several minutes of discussion I asked them to come pick up the chair and give me a full refund. They said they would make arrangement to pick it up but I would be charged a $75 re-stock fee because the chair had been delivered as requested. Unbelievable! Over the course of several days I spoke with numerous customer service reps and two reps in the Escalation Department. I stopped by the store twice and asked for a manager. The Manager was to busy to see me on the first visit. She was on the floor with a customer. I insisted on speaking with a manager the next night. The Sales Manager (Tippi Tipton) seemed genuine in her effort to help but in the end nothing was resolved. She said all customer service issues have to go through the customer service office at the corporate office. I had been there and done that so I called Crystal Gettys who is the Director of Customer Care. I got her name from the companies website. I had to leave a voice mail. After leaving her my order number and phone number I have yet to get a call from anybody. That was 3 days ago. I have now contacted BBB to get some help. BTW - the BBB rating is "B". The in store experience was very good. After they get your money, it's buyer beware. My wife and I have talked to 5 Customer Service Reps, two Escalation Dept reps, Customer Service in the store and a Sales Manager. No effort to help, no empathy, still insisting on a $75 re-stock fee even if I return it myself. Thankfully I paid with credit card. I always use a card for larger ticket items. I have disputed the charge with my bank and the BBB has already submitted my complaint to the company. Hopefully the lack of payment from my credit card company and the BBB complaint can get the recliner picked up and returned with a full credit. I will never buy from them again and will certainly will tell everybody I know about this experience. A coworker has a daughter getting married in a few months. They are in the process of shopping for furniture. They had been to Ashley but now they have taken them off their list. That's one sale they won't get. If anybody reading this is thinking about buying furniture here please be careful - I would strongly urge you to pass over Ashley Homestore in Pineville. One tidbit I found out during this mess is that this store is not owned buy Ashley. Broad River Furniture in FT Mill, SC owns it along with several others. Broad River may be the biggest problem here but I did reach out to Ashley Furniture which is the manufacturer and this store is some sort of "franchisee". No word back from Ashley Furniture either. Systemic issue? Another Ashley store may treat you better but if it's owned by Broad River Furniture in FT Mill SC then run away unless you are willing to make phone call after phone call to get NO customer service. Make sure you have plenty of time to wait. Iv'e been on hold every time I called. I waited 18 minutes on one call. This is the worst experience I've ever had with a company.

Kevin Russell

Feb 16, 2016

Overall a mixed experience. We had purchased a love seat from Ashley a couple of years ago, and wanted to buy the matching sofa. Found it on the website, so we went into the store. Forgot to mark the webpage. The salesman looked up our previous purchase, and told us that model had been discontinued. We shopped around and didn't find anything else we liked, then spent the afternoon shopping other stores. When we returned home, we checked the website again. Not only did it appear that the pattern and material were the same, it had the same patterned throw pillows. The wood trim was also identical. It appeared they had just renamed the model. So we ordered the sofa and a recliner on line. The online experience was fast, simple and easy. We received a call that the sofa would be available in a week on Tuesday. The next day we received another call saying our sofa had come in early, and we could get it on that Wednesday. So I called the number, and got voicemail. Left a message trying to arrange for an earlier delivery. Then I tried the # that had been left by the first caller. Ended up on hold, until I decided to try the website. Sent an e-mail to that address, all of this on Thursday and Friday. On Saturday, my wife tried to call the number, and again had to leave a voice mail. None of these voice mails were ever returned. On Monday, I finally received a reply to the email sent on Friday morning. But the robocall had come on Sunday, saying the sofa was being delivered on Tuesday, so we decided to stop trying to reschedule. The delivery men on T33 were great. Fast, efficient, friendly and careful. Delivery experience was great. The disappointments were the salesman not looking into the model name and pattern more, which would have saved us 3 hours of shopping, and the response from the call center. Of course, if they had never called to tell us the item had come in early, we never would have known the phone center response was poor. The positives were the sofa itself, the easy online experience, and the delivery team. Still waiting to see how the recliner works out.

Okeaw Vongsa

Sep 20, 2015

This is the worst experience with ashley furniture. No call, no show on my delivery day. I called customer service at 5:30pm (delivery time frame was suppose to come was 2-5pm) and they said the truck had problems and they will be here at 7-7:30pm. 8:30pm comes and no items or call. So I waited until the following business day to contact them and other customer service said "you item was being delivered today". I told her that it was suppose to be here the day before. After getting back and forth with them, we finally got a new delivery time and day. The new delivery time had been confirm and as customer service stated "we cannot give you a delivery time until the items are back in and inspected". Then when the item gets delivered, they item was damaged. So where did the "inspection" take place? (Just an excuse of course)I called the day of delivery and customer service said "we do not inspect upholsters because it is already wrap". So again, i am getting different information from each customer service. When my item got delievered...of course it is damaged. We had to send 1 of the 2 piece back. Then we had another item that we ordered getting delivered that week and lucky us they called and said that we will be getting ALL of our items that same day. Here Im thinking "wow they are trying to make us happy". So the delivery guy gets here and said your getting a table and 5 chair. No! We are suppose to get 6 chairs, table, and our other sofa. And back at it again, we had to call the wonderful customers service staff. All customer service had to say was we will compensate you for it. And what about my satisfaction? Does that matter at all? So now i have 1 of 2 sofa piece, a wobbling dining table, 5 out 6 chairs and 3 are wobbling. And all i get is constant back and forth with customer service, waiting on calls for my delivery day then a call for delivery time. Then another date for the craftsman, another day for my sofa then another day for my chair. And not 1 thing about making any of this better. And wasting my day and time of waiting for each appointment and frustration with customer service.

Jennifer Gonzalez

Feb 10, 2015

Terrible experience Ever!! Epic Fail. On 8/17/14, I purchased a bedroom set (full size bed, two night stands and dresser with mirror); I also purchased a living room sectional sofa with ottoman. When finalizing my purchase I was told the delivery will be on 9/19/14; due to some items on back order. I agreed. total amount of purchase $4,636.82 The delivery day came around I did not receive the full bedroom set as I purchased it, and the nightmare begins. A couple weeks later I received the dresser which was damaged and with the wrong brackets to attach the mirror. I spoke with customer service they ordered a “new dresser and brackets for the mirror”, about a week later I received a package in the mail which were the brackets for the mirror. And a couple weeks later a second attempt to deliver the dresser it was damaged and the brackets that came in the mail was only one which should have been two. Again spoke with customer service, they will order a “new dresser”, a couple weeks later the dresser arrives Damaged. I spoke again with customer service; she stated they will tag my order that needs to be inspected before delivery. A couple weeks later dresser arrives damaged. Again I call customer service; they said unfortunately it was not inspected and a new order was placed and scheduled another delivery. A couple weeks later I did not receive a confirmation of the delivery date but I received a call from the driver stating he is on his way to my house. And when he arrives Dresser is broken, and he said nothing was tagged that it needed to be inspected. When I call customer service she said it should not have been delivered because it was inspected and it was damage and not in new condition for delivery. After several weeks, and months with failed attempts to receive a new dresser/mirror that I purchased, I requested they pick up the whole set and issue a credit back to my credit account. They picked up the items on December 20th, keep in mind I made the purchase in August. They said they will issue me a gift card for all the issues and issue the credit back which the amount is $1,183.46 plus tax. Its now, 1/29/15; still have not received my credit nor the promised gift cards. Every time I call they either say it’s being processed or they say the credit back is $300, which is absurd when I purchased the full bedroom set. I have email communication with the customer care team and pictures from every delivery attempt that I will be happy to share.

SGB Barker

Jan 12, 2015

POOR CUSTOMER SERVICE AND DELIVERY! I will never ever purchase from these folks again. Repeat business in everything and apparently these folks do not understand the concept of please your customer now so that they come back. When they promised me a delivery date it did not happen, when I called my sales person she blamed it on the delivery service "which is outsourced". That is NOT my problem...you purchased their service for your business so it is your business. THen when my sofa and other things finally arrived it has some missing leather and whne I tell the delivery guy I will not take delivery he calls customer service where the women assures me Before I allowed the mover to bring this into my home he called someone who I spoke to who assured me that if I allowed them to move it in it would be a simple thing for her to order the leather and have one of your people come out to fix the issue, She said she would get the order in and two weeks later the tech or designer would come do the work and that it was not consider a part of my assurance coverage but that it would be taking care of as moving the sofa into the home. …and so I allowed the sofa to come into the house. Well she was correct in that I received a huge package full of Leather , I made an appointment and on or about the 22nd or 23rd your guy came out to fix the issue. The problem is that not enough of the leather was ordered the first time and now he only fixed a portion of the issue and promised me that he had ”placed an order for the remainder and instructed me that once that package came in the mail I should then call and either him or someone would come out to complete the work. I was not happy but had very little choice. I did not expect that I would require work on something that was brand new in the first place but certainly did not think that it would take this long. I did not hear anything from anyone and nor did I receive the additional leather and so yesterday (10th of Jan almost 3 weeks later ) I phoned the customer care and you(but with you kept getting the customer care) and was informed that the order for my leather had not been placed yet “since they were behind and were just working on orders from the 9th of Dec. She could not tell me when I could expect to even get the leather and certainly had no idea about when my sofa would be fixed. I am at this point beyond frustrated and pissed off. I, in the first place should not even have to go thru this with new furniture and I trusted what I was told the first time by the initial person first and later I trusted what the designer told me when he said I would be getting the competed leather that was left off of the initial order upon move in within 2 weeks. 3 weeks later still nothing...

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0% interest for 80 Months^° - In-Store only

On in-store purchases of $4999 or more made with your Ashley Advantage® Synchrony credit card at participating locations from 3/4/2025-3/31/2025. Equal monthly payments required for 80 months. Down payment of 35% is 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. If any down payment is required, the 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 must be on one receipt. 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 equal monthly payments are required on promo purchase until it is paid in full. The payments equal the initial amount financed, (including related promo fee) divided by the number of months in the promo period, rounded up to the next cent. Any estimated monthly payments may be shown as rounded up to the next whole dollar (for ease of display) or may be shown rounded up to the next cent. See your billing statement for your actual required equal monthly payment, which will be rounded up to the next cent. These payments 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. Regular account terms apply to non-promo purchases. New Accounts: As of 7/16/2024 Purchase APR is 34.99%. Penalty APR is 39.99%. Minimum Interest Charge is $2. Existing cardholders: See your credit card agreement terms. Subject to credit approval.

$1 to Start‡^

‡^“$1 to start” is available for applications online and in select stores, does not include taxes, & refers to the rental period from agreement start date to 1st scheduled renewal payment. On 1st renewal date, regular rental rates, taxes & fees will apply. Rate, term and total cost vary by item selected. This is not a promotion for a specific transaction/item nor an offer for a loan, credit, or financing. See lease for payment amounts & rental terms. Offer will not reduce the number of payments, total amount to acquire ownership, or purchase option amount. Customers in California will pay a $0 initial rent payment and a $1 processing fee to start.

Shop without using credit 5

5 Acima offers lease-to-own transactions. “Shop Without Using Credit” means this is not a loan, credit, or financing. Acima obtains information from consumer reporting agencies during a lease application. We consider multiple data points and regularly approve customers with less than perfect credit history. Acima Cash Price may include a markup over invoice price. Acquiring ownership by leasing costs more than the retailer’s cash price. Not available in MN, NJ, WI, or WY. Not all applicants are approved.

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