Ashley Store Brentwood, TN

Great experience and alot to choose from

They were very nice.

Nice experience, helpful staff. Waiting to get items delivered at home.

Michael was great. Perfect service. Awesome help and knowledge of the product. Fast and easy process.

The staff was very helpful and made it a fun and enjoyable experience.

Savana's help was superb. We couldnt it have done it without her. She helped a lot in our decision of our purchase.

It was a pleasure doing business with Deondre Moore. He answered all our many questions and was so patient, pleasant and personable. Highly recommend him. We were glad we went to Ashley and found exactly what we wanted and had such a super nice salesman. We were kind of slow in deciding and he was very patient and helpful.

We worked with Michael and he was fantastic! He worked with us on the price and was attentive to all our questions. He was also never pushy and allowed us time to decide on the best fit item for our home!

Everyone was very friendly and I really liked Mike, the salesperson I was working with. I had a very specific vision in my mind for what I wanted and he showed me great options. When it came down to the final two choices he let me take my time and figure out what was best for me. Great experience here.

Efficient and helpful service

Jasmine, was very pleasant, professional, and knowledgeable.

Savanna was awesome!! I may have her name wrong, but the whole team was awesome♥️

Our sales representative was amazing she listened to what we were looking for and gave us options

So helpful found me what I wanted

Great experience! No high pressure. Jake Long got us a great deal.

Great customer service with Shayne! Beautiful product and decent prices.

Let’s rename this store Trashley Furniture. We bought a sofa and loveseat from Trashley and the middle of the couch dips and is very uncomfortable to sit on so we have stuffed a blanket between the cushion and base which is basically a cheap trampoline like material. We tried reaching out to Trashley via phone and internet to try to remedy the issue but to no avail. There isn’t a live person to speak to and when you call the store they tell you to go online. When you go online you speak to a useless robot and that time consuming process is frustrating and ineffective. I wouldn’t recommend Trashley Furniture so we will be going to a different furniture store from now on.

One star because I had the displeasure of dealing with a man named Doug while I was there. He spoke to me in the most degrading way a person has ever spoken to me. Thankfully we were helped by the nicest girl ever (shoutout to Mackenzie!!) who we ended up buying the couch from. But, Doug’s attitude was so disgusting I almost turned around and left after he was rude to me. Go see Mackenzie and avoid Doug at all cost! The craziest part is Doug’s coworker came and apologized to me on Doug’s behalf because he overheard the conversation and didn’t want me to think that’s how Ashley furniture holds themselves!

Savannah was amazing at helping me order my sectional and getting a great price!!

Worst experience with managers but sales assistant was very good. Totally upset with store managers. They are very bad at talking to customer.

We had a great time shopping at this Ashley Store. Shayne greeted us and I described what we were looking for in a sofa, love seat combination. He showed us four different sets that were exactly what we were searching for. In less than an hour we made our choice and Shayne arranged everything. All is done and we are looking forward to the delivery of our new furniture. Thank you Shayne! You made the process painless!

Nate was absolutely wonderful! So helpful, not pushy, really wanted to help us find a couch that would work for our family. Cannot recommend him enough!! Such a great experience!

I recently had the pleasure of working with Nathan at the Ashley Store in Brentwood, TN, and I can't say enough good things about my experience! From the moment we walked in, Nathan made us feel welcomed and valued. His knowledge about the products was impressive. He took the time to understand our needs and provided valuable insights about the items we were interested in. Nathan was always ready with answers to our questions, helping us make informed decisions without any pressure. What truly stood out was his exceptional communication. Throughout the entire purchasing process, Nathan kept us informed at every step, ensuring we knew what to expect. His kindness and personable nature made the experience not just pleasant, but genuinely enjoyable. In my opinion, Nathan deserves to be Employee of the Month! His dedication to customer service and product knowledge is exemplary, and he truly goes above and beyond. I also believe he deserves a raise for his outstanding performance. If you're looking for a fantastic sales representative who is knowledgeable, communicative, and personable, I highly recommend seeking out Nathan at the Ashley Store in Brentwood. Thank you, Nathan, for making our shopping experience memorable!

Waited 6 weeks for new table. When delivered, found out it needs repair. They ordered part which was delivered to home and now need to wait 5 weeks to have technician come repair. This is ludicrous! Never again.

Wife and I bought a sofa with rug. Sofa delivery was fine, however the rug wasn't delivered... after several calls, we were told the rug had to be picked up at the store. We drove an hour to the store only to find out that was not the case. The manager couldn't figure out what was going on with the order, so she canceled the order and reordered. More than three weeks passed with no updates. Yesterday I called only to be told there was no open orders associated with my phone number. After calling the call center, they transferred me to another rep at the store. After minutes, the rep replied that they would have someone call me back within the hour. I never heard back. Tired of calling and trying to resolve this issue. Nearly a month ago when we were having trouble with the original order, we actually had a call from Ashley asking us if we would be okay with the display model at the store, which of course since we bought new, we were not. Called this morning to my cc company to dispute the charge since we never received the item. Just awful customer service experience. Ashely is happy to sell something to you but cannot follow through with an order, especially if there's something wrong. In response to this: Response from the owner an hour ago Ashley, we're truly sorry for the frustrating experience you've had with your rug order. We understand your disappointment and inconvenience. Please feel free to contact us for further assistance so we can work on resolving this issue for you. Feel free to text or call us at 866-787-7930. I'm quite frankly TIRED of calling and nothing ever getting resolved. Although your customer service are friendly and understanding... it means nothing if you don't actually follow through. After multiple phone calls and a promise to receive a call back yesterday, when I waited for over an hour and received no response as promised, that ultimately, after so many attempts was the straw that broke the camels back! I have no confidence calling 866-787-7930 will do nothing but further frustrate me. I've contacted my cc company and disputed the order for merchandise not received. I won't spend a minute more in this endeavor. Absolute non-sense! PS I should have read the reviews before going to this store. SO CALLED AGAIN DESPITE REPEATED EFFFORS... My wife and I ordered a sofa and rug the store had on display. Within the first week, we received the sofa, however never received the rug. When contacting the 800 number about the issue, they told us we were suppose to pick up the rug at the store. After arriving at the store, the store manager told us the rug was suppose to be delivered to our home, which was are understanding in the first place. Since the manager didn't understand what went wrong with the order, she cancelled the original order and reissued a new order. However, a month and a half later, it has now come to our attention, we're being billed twice for both the original sofa and rug order and a new order for the same rug and sofa! There automated system is indicating there are no open orders and we have received everything.(note: we only have ONE sofa, no rugs and no additional sofa with rug which they claim now where the order is satisfied and delivered!) Absolute NONSENSE! So we disputed all the charges with Synchrony bank with the exception of the one sofa we did receive. After disputing the order we received a voicemail from Ashely Customer Service from someone named Britney asking us to call back at the 800 number at x-0639. After several calls to both the originating number and other numbers including the store, there apparently is no x-0639 and no one named Britney. I've made every effort to remedy this issue. While waiting on the phone so many times for so long, I've had a chance to google other reviews... and now wish I had done so BEFORE doing business with them! It's apparent Ashley has a widespread systemic problem which has been going on for years. Just absolute non-sense with dealing with this company.

Loved the experience! Jake is our sales rep and he is very knowledgable of all the furniture we puchased. We will be back!

Deondre, Gave the best customer service, super attentive. I left the store very pleased and content.

Jake long was awesome!

Michael did an excellent job assisting me when I bought my sectional. Highly recommend!

It was a pleasure to work with associates at the Brentwood,Tennessee Ashley Furniture store. I was able to get the furniture that I am requesting and the exciting part is that it can be delivered this week… MacKenzie and Jeffery

I'm a first-time buyer. I recently bought the Tanavi 5-Piece Modular Sectional with the help of Mackenzie. At first we were nervous because we've had bad sales experiences before but my sister and I were so relieved when we met Mackenzie. She was kind, bubbly, and around our age, which made the experience even more comfortable. She knew all the details about pricing, sizing, and delivery, and never once did we feel pressured. Instead, she helped guide us, especially when deciding on the protection plan by sharing her own experience. We were able to complete the purchase easily over the phone, feeling supported and heard throughout the whole process. We’ll definitely be back, and can't wait to work with her again! She's awesome!

Unfortunately, this location practices unethical sales behaviors. My mom went in to buy a new queen bed and bedding on Tuesday. She was told the bed would arrive Friday and be setup for her. Well Friday came and went. Then it was rescheduled. She calls the sales rep and gets no response. Texts him no response. Calls the store. Told the sales rep will reach out. Still no response. Goes to the store and cancels her order. Then the sales rep calls her and refuses to help her return the bedding. Mind you it was was still within the return period. Now no one will help her, it’s been a month and the sales rep told her “well maybe if you didn’t cancel your order I could have helped you.” Now my mom is stuck with needing she doesn’t have a use for since she doesn’t own a queen bed. They refuse to help or provide customer service. The manager refused to talk to her and told the sales rep to handle it… this is mind boggling. So my mom has to keep $800 worth of crap because a sales rep got his feelings hurt she cancelled the order.

This location is the best! Everyone is extremely helpful, especially Deondre!!

Shayne was great. He did not pressure me to purchase anything, was very information, and was easy all around to deal with!! Very happy with both bedroom suites I purchased!

Michael worked very hard to walk us through our purchase. He knew the specifics of our purchase and if not would quickly do the research to find it. Thanks to Michael.

I found exactly the nightstands that work for me. Deondre was knowledgeable, helpful and friendly. The entire shopping experience was quick and easy. The store is large and well laid out. I will definitely shop at Ashley’s again.

Over the past few months, we’ve worked with Michael on selecting furniture for our new home, and it’s been a fantastic experience from start to finish. Michael is excellent and makes the ordering process stress-free. The delivery teams are also respectful and professional in our home. Ashley’s furniture is high-quality and durable. We look forward to returning to Ashley for more pieces!

Deondre Moore is an outstanding member of sales at Ashley Cool Springs. He was easy to work with and professional.

Michael was awesome! Great customer service. Excited to get the couch

Excellent Product choices for Sofas, and Sales Deandre was very professional and easy to work with.

If there was a 0 star option the service would definitely rate it. I ordered a desk from this location over a month ago. When I received the desk it was missing the right leg assembly and had two left leg assembly’s instead. Because of this the desk could not be properly put together. The delivery team who is a third party and neither spoke English did not realize this and I had to point it out. They called someone from delivery who could talk to me and I explained what was happening. I was later contacted by Ashley to order the part I needed. And upon receiving the delivery I now have 3 left leg assembly’s. I informed them of this and they notified me they would order a whole new desk and then I was informed it was discontinued. They told me I would have to select another. I went to the store and the regional manager was there and he sent an email to higher and said I would hear back from someone to get my issue resolved. A week later nothing so I go into the store to get a refund and am told it can’t be refunded since it was delivered. One of the members of the staff actually kind of laughed it off and was no help at all in providing any aid except to keep saying no one in the store would have access to do anything for us. From all the other staff running away hearing what was going on I don’t believe any of them actually knows how to do anything but process an order and take your money. Mike one of their new guys who had actually sold it to me originally was very nice and helpful just still learning. But the rest of the staff seemed very uneasy and foreign to any kind of problem. I left the store with nothing more than a number to call their guest services team which the employee who kept pushing us out made an unprofessional joke about they used to have one in store but even getting paid 25 an hour they couldn’t keep anyone. I’d say with Ashley’s policies and the other reviews I’ve seen on here I wouldn’t want to hold that job either. Can’t do anything for customers anyway. I called the number and they are searching to find me legs for both sides to order in hopes I will get the right one. But as far as the store goes do not go there. If anything goes wrong they will be totally useless to help you in anyway.

Our associate was great very helpful and knowledgeable

Nathan Devine was great! He was really knowledgeable about the products and was not salesy. He knew when to offer feedback vs opinions, etc. He was so patient with us and our two kids. The showroom was clean and welcoming. We bought a table and a couch. Overall great experience!

Got a good deal on a great sofa thanks to my sales rep. Will be coming back to purchase other furniture in the future.

Was looking for a particular type of bedroom furniture and found exactly what I was looking for. Jeff Howard was a great help in all aspects.

I went to Ashley searching for a loveseat that makes a bed. The first one I was shown was the size, color & price I was looking for. I went away a happy shopper.

Andrew was so helpful and made the process of a major purchase for me seamless. Thank you so much!!!

Great store and great assistance from sales personnel. Merchandise is the best out there.

Quality merchandise at reasonable prices, the sales staff is great!

Our sales person Nick was professional, friendly, personable and knowledgeable. Didn’t pressure us and listened to our needs! Top notch!

Mackenzie at Ashley in Brentwood, TN was extremely helpful. She was informative, polite and helped us through the entire process of our purchase step by step with continuous communication. Great overall experience!

After a rocky start, they are working to resolve all issues. Areas of improvement lie in the following: 1) make it abundantly clear that there is a no return policy 2) make sure the delivery people are invested in the process. They leave quickly because they have to make their next delivery quota. 3) rename white glove service to something else. Furniture is dusty/dirty/scuffed and not 100% setup as the service implies and as it was explained. Issue with delivery not being made at the same time prohibits someone from determining if the selected items will fit. While they are in the process of fixing the issue, I will reserve rating with additional stars once it’s all said and done.

My sales representative, Deondre Moore was very thoughtful and helpful with all my questions About the different selection of barstool. Once I told him I needed Some immediately, He checked diligently to see which one Was in stock and ready for pick up. Thank you for all you do. ♥️🙏🏽

I was able to locate the Perfect Sofa with the Guidance of Savannah💕. She was knowledgeable able my style preference. Thank you for having great stylish products.

Our sales person, Savannah provided outstanding service. She was very knowledgeable and quite patient with continuous changes! She was a great representative of your company. We will continue to work with Ashley furniture and Savannah.

Sales assistant Michael helped us zero in on the electric recliner couch with pet proof fabric and sealed the deal with 0% for 12 months. All in less than a an hour.

Great furniture, nice staff. The delivery and the notification process is terrible. Waiting for almost a month for my bed, sleeping on the mattress. Some people are calling from the warehouse and asking what color of bed I ordered. 3 times they changed the delivery date. The chat bot provides the totally wrong information. Told me to pick the mattress in Smyrna and when I arrived they said that someone is already delivering it. Now I have the email from another person saying that items were listed as faulty. Whole system is not synchronized. Worst experience. Update: They finally delivered it. But something was missing they said. So I just refused to receive it. Will ask a refund on Monday, they don't do refunds on Saturday

Mckenzie our salesperson made our experience wonderful!!!!!!

Excellent service and good prices!

The service was bad . Delivery table a long time more than the way they say . Never shop here again

All they are good for is selling Poor Quality Items! If you buy the extended Warranty, that Dept is Trash as well! I will NEVER buy from them again and I tell everyone not to buy from the company! Once you pay for an item, they don't want to help in any way!!! You pay for what you get!

We had a good experience with everyone at Ashley when we purchased our furniture. The furniture was going to Oxford MS, 2 months out. Saturday before the furniture was to be delivered, I was notified the mattress was backordered. I spoke with Deondre in the Brentwood store and got another mattress ordered. He took the time and initiative to make sure the mattress was in the warehouse and that it got put on the same delivery as our furniture. He was so professional and helpful. Truly Great Customer Service!!

Very accommodating staff 10/10

My salesman was notably helpful and made me feel as if he wanted to help me. The store manager looked for me as I was walking around to make sure I was being well treated. It was a great experience, I will come back again, and will recommend you to others!! Well done… and to my salesman, thank you for your service.

Doug was very friendly and helpful!

Sales person was very friendly and listened to our needs. Was not pushy just to get a sale. Will definitely return when the need arises.

Jeff was very helpful and found us what we needed through the website. He explained the different quality levels so that we could make the right choice.

Deondre was most professional, patient and kindhearted on a personal level.. He could easily run a business on his own and/or represent a business already established. Thank you Deondre!!!

Went in to Ashley’s just to look around at sofas. Not planning to buy, just browsing. Kole was a great help! He pointed us to the part of the store where we’d find examples of what we were looking for based on a vague description we gave him. He didn’t follow us and pressure us. He did check back with us occasionally, offering to answer any questions, again, with no pressure. We actually ran into something we loved and was actually different than what we thought we were looking for. It also so happened that Ashley’s was having a nice sale. It was certainly a win for us! And Kole was great to work with! We’d go back again!!

Service was great. Salesmen were very helpful and not pushy, intrusive , and honest.

Excellent, the sales person was very attentive and helpful without going over board

Had a great and easy experience. McKenzie made it smooth and effortless. So excited for our new couch

Professional staff person who was knowledgeable about all items we were interested. His friendliness made the process a pleasant experience.

Michael was awesome and helped me out in so many ways. Great customer service.

Great service!

Jake was fantastic.

Savanah was amazing and no pressure while we shopped!

Ashley's had what I wanted at a good price. The agent that helped me was knowledgeable and answered all of my questions.

Absolutely pathetic customer service from top to bottom. I ordered a sectional and ottoman in April. The sectional was delivered with no problem but the ottoman was not delivered until two weeks later and was stained all over and completely dirty. I have had to call over 20 times to get this rectified. They ended up sending me new fabric, but then I needed to call them and schedule a tech to come replace it. After doing so, they randomly cancelled the day before due to a scheduling error and I was told that I needed to call and reschedule rather than them calling me to rectify their mistake.

Poor customer service! Delivered wrong chair and we had to pick it up.

Walked into the store - looked at by a salesman - looked at me like I didn't belong in the store. Walked back to the kids area, after another salesman saw me, stood there for 15 minutes, and no one asked how they could help. Yes, I should have taken it upon myself to find someone, but the greeting I received upon entering the store was not welcoming, and made it seem like they did not care about making a sale.

Great service. Found everything I needed. Thank you!

Micahel was sure helpful and hit the job done quickly

Great sales team. Brian met me at the front of the store and was helpful, knowledgeable and professional. He was able to answer all the questions I had and was accommodating when trying to stay within budget. The store had a great lay out and was freshly remodeled. Will definately be going back.

Jacob Long helped us find the perfect mattress and bedroom suit. He was knowledgeable and professional. We felt no pressure from him at all! Thank you for all your help!

Michael was a great salesman. Prices were reasonable and lots of nice quality furniture to choose from.

My sales rep was excellent and very patient throughout our decision process. I highly recommend buying from Ashley.

Great service. Got what I needed quickly and easily.

Always great sales team. Always a pleasure shopping at Ashley.

I was not greeted from the five (5) Sales staff that were standing around when I initially walked in the store. However, the family that walked in right behind me was greeted immediately. Unfortunately, I did not look quite like them which may or may not be the reason why I was not properly greeted. When I shared this information with the store manager he just passed me over to another sales person and instructed that individual to sell me something. I eventually ended up making a purchase which I have not been satisfied with. I went back to the Ashley store in Brentwood TN where I made my initial purchase to make a return and get a refund. I was immediately greeted and turned away at the door. I was instructed by the showroom sales staff that all sales are final and that I needed to rcontact customer service. I contacted customer service just to end up being passed around and placed on extended holds. I returned back to the Ashley store. I informed the manager that I attempted to contact customer service once again but they kept placing on hold or asking me to leave my number for a call back. Unfortunately, I was never contacted with regards to my need for help. The manager on duty turnef me away again and told me to text customer service instead of calling because the response time would be much better. As one could imagine extremely frustrated by this time plus I'm still waiting to be contacted in order to get my issues resolved prior to my 30 days expiring. I have never experienced such horrible customer service in the way that I've been treated by Ashley furniture and their sales team. T Howlett

Great experience at Ashley Furniture off Mallory Lane. Mackenzie was so helpful and spent a long time helping me. I really appreciate her and will refer others to her!

Top-notch customer service, great prices, excellent quality, we love Ashley and highly recommend!! 10/10

Brian was very helpful and friendly! He guided us to a sale!! Great experience!

I got helped right away and salesperson in the Brentwood, TN store helped me find the couch and ottoman I was looking for. Was in and out in under 30 mins. Very happy!

WORST EXPERIENCE EVER! Came in to buy a sofa for my apartment and Doug assisted me. These franchise owned stores have these “sales” and it makes you feel like you’ve saving money; however, if you look online, the prices are way lower. These places and this Ashley did meet the online price but they wouldn’t provide a sale as they said the online discount is the sale. Doug also failed to mention they had a BOGO. I did buy furniture but when I found this out I cancelled my order within 12 hours. Ashley only cares about ripping off people. What happened to caring about customers and giving them the best deal? I guess commissions come first. Please do your research before if you choose to come to another Ashley store.

Professional, helpful and great customer service! I had a really good experience with this Ashley team. It was a very supportive experience and was thoroughly impressed with the customer service and assistance I received over the phone. I needed up completing my purchase due to the help I received. Thank you for a refreshing experience!

Great buying experience. Salesman was awesome

Our salesperson was very helpful and professional. She was delightful to work with!

Very personable and helpful. Found the perfect couches

After finding an ottoman on line i contacted local Ashley store and with help of very competent and pleasant staff the carianna ottoman became mine. I will be using the local store and Ashley internet in the future thank you

Had exactly what we wanted at a good price plus free delivery. Jake was very helpful.

Had a great experience with Nathan Divine. He truly helped me find the perfect fit for My new home! Was very helpful but also gave me the space I needed to choose what I wanted

This is absolutely the worst furniture I have ever purchased. My couch is bent. My dining room chairs are falling apart and uneven. My bedroom furniture is cheap quality, and my drawers on my dresser, footboard and chest drawers do not work. I called and they refused to take care of any of it. They sent a repairman that said it can’t be fixed! I spent several thousand dollars. This is ridiculous.

It was great customer service, didn't have the bedroom set I wanted but I was showed one that looked like the want I wanted.the young gentleman was great, so nice. Very happy when I left.

That the sales ppl aren’t following you all around the store. When I finally needed help the Salesman was there to help and answer my questions.

Professional, patient, courtesy and all questions were answered.

Great service and we really loved all the people who helped us. Andy, Joe, Doug, and Mckenzie. Excellent team

Shayne is the person to see! He helped me decide which mattress is best for me. Shayne is very knowledgeable and fun to work with.

Great experience, excellent customer service. We will be back!

What wonderful service. I went to get a bookcase for our daughters apartment and the was treated with such care and helpful service. It was a lower ticket item, however they took every sale with respect for the customer. I will definitely continue to shop at the Cool Springs location as their team and general vibe is positive. Thank you Ashley!

Awesome experience at Ashley's Furniture Store in Cool Springs. I highly recommend Michael, our sales person!!

It was terrible! Their delivery dates were not kept. There was no communication & no follow up. I slept on the floor for 2 weeks. Really bad service!

Mr. Jeff was great!

Michael H. was extremely helpful and provided awesome customer service. I came in on Memorial Day and he helped me with selecting a really nice reclining sofa.

Marco was great. No pressure. Very accommodating. Service oriented. Great experience

Shayne was Great to work with.

Andrew Irwin assisted my wife and I with finding and purchasing a new dresser. We are very pleased with the service. I will definitely be going back soon to purchase an office desk that I saw

Great staff and Joe the manager was amazing!!

Michael did an excellent job by being personable, professional and keeping the lines of communication open without any pressure. We’ll definitely shop with Ashley again and ask for Michael’s assistance.

Jacob was great! Took a good care of us and answered all questions we had. Made the transaction quick and simple

The guys that brought the product did an amazing job. Thanks.

Doug greeted me at the door and helped me as needed throughout the entire selection process.

Brian was super great in helping us find what we needed!

It was a great experience! We got the furniture we wanted at a price we were happy with.

I am very upset with the lack of customer service and good management. When my husband and I went into the store and purchased thousands of dollars worth of furniture the sales person was kind of scatter brained and kept leaving us and coming back not only did he do that at least three times he put the wrong delivery address in I’m thinking because he left in the middle of our transaction and didn’t pay attention when we told him where we lived. Then I had to call the store for more than a week without getting through to the manager I kept having to leave my call back information! I even tried to call the customer service which I got sent to the Dallas area who said they’d leave another message with the location manager. I have still yet to get a call back from the manager however my husband called and was able to get our furniture delivered and the guys who came were AMAZING! Overall the cool springs was legit the worst location I’ve ever felt with in terms of service and I’ve been shopping with Ashley for over 20years but after this I may never come back I’m so disappointed in the management and sales.

My experience with Ashley furniture in Brentwood was 10/10. Would highly recommend to anyone looking for new furniture. Mackenzie Hamlin did a great job and made my husband and I feel welcome and understood. Her knowledge on the mattresses was so helpful! Ms. Hamlin and the manager treated my husband and I with respect and really took the time to work with us. I never felt pressured to purchase anything but rather well informed and honest feedback. They were very professional! Very excited for our new bed frame and mattress! The process was very smooth! This was my first visit and will be back again for future purchases :)

Great service. Deondre was extremely helpful and nice. Will definitely go back for our next purchase.

Salesman Jeff was great to work with. Non pressuring and informative. Joe the manager was great as well. Great price on a great sectional. Will be returning and referring friends.

This review is not about the furniture - it looks good in my home office. This review is about the poor customer service when there was an issue. It was my first time shopping at my local Ashley Furniture and will most likely be my last. I originally wrote a very detailed description of my experience, but decided I really just want to help other customers who have received damaged or missing parts (I was missing all shelves to a TV Cabinet that was assembled prior to the "white-glove" delivery!). I found a way to resolve my issue by searching their site. If you go to https://ashleyfurniture.parts, you can enter the serial number and item number of your furniture which generates a drop down menu for you to select your issue. Then, a menu with all of the parts to your furniture item is listed for you to select. The parts are very easy to identify. After completing this process, I received the missing shelves via Fed Ex in three days! Unfortunately, issues do come up, but how you address/resolve them goes a long way. I hope the employees of my local Ashley Furniture receive the training needed to help resolve customer issues. Even if I was instructed to the site, it would have been helpful and saved time/frustration. I am not sure why the employees were not aware of this option to use themselves. Hope this helps others!

Store manager Joe Estrada is a liar and a crook. Joe made a mistake when entering our order and the wrong furniture was delivered. He then told us that to have the correct furniture delivered we could pay a third party delivery service to deliver the furniture and he would pay us back for the cost. After dozens of emails of Joe saying he "tried" to submit for reimbursement and failed, he told me to go through my credit card company for reimbursement. After I did that he Ashely threatened to send me to collections over the reimbursed amount because they called the store and Joe "claimed" he had no idea what they were talking about. Joe is a liar and a thief and will say whatever it takes to make the sale. When I tried to call the store to discuss, Joe refused to come to the phone so I showed up in person and his response was "I don't take phone calls". Worst furniture purchase experience of my life and because of this I will never buy from any Ashley Furniture again.

Lots to see and friendly customer service.

They are amazing! He took his time and walked us through all of the options. He provided recommendations based on our preferences and needs and never pushed us or upsold us into anything unwanted. Ashley and their entire staff was great from the initial greeting all the way to the purchase. Thanks, Jason and Rae

Justyn was very helpful as soon as we walked through the door. He greeted us and let us know about the layout of the store and checked in on us frequently while we were shopping. Both Justin and Joe made great suggestions and we ended up finding a dining table the we liked!

Very nice and well mannered salesperson did a fantastic job

Beyond disappointed with Ashley Furniture. My first and only time to purchase anything from them. I wanted to buy my daughter a toddler bookshelf bed. You can order one of two ways…..looking at the bed, the headboard can be on the right or in the left. We needed the one with the headboard on the right to fit in her room correctly. We went into the store, but none were there so they ordered online for us. I asked no more than 10 times to make sure I had the one with the headboard on the right. Five weeks later the bed was being deliverrd, so I took a day off of work. My toddler stayed home with me as well because she did not feel well. Bed was delivered & put together. My daughter had fallen asleep on me while the guys were assembling the bed so when he came and told me they were finished, I trusted that they were. About 30 minutes after leaving my daughter woke so we went to see her new bed. It was the wrong one! I immediately called & was told the delivery guys could not come back that day but that someone would call me within 48 hours. Someone called the next day & said it would be fixed. So I took off yet another day FOUR WEEKS LATER only for the delivery guys to tell me that the headboard could not be moved but that we had the wrong he’d. I knew this & had already been assured it would be corrected. The delivery guy put it in his notes & gave me a number to call. I called & Joe, the manager from the cool springs store, called me back. He said someone had already been to fix it. It can’t be fixed. It’s the wrong bed. Joe then Passed the phone to someone I was unable to understand who ended up hanging up on me. I called back & was told that Joe would not talk to me. We now have a bed that does not fit correctly in my toddler’s room. My husband then said he’d call. He was also told that Joe would not accept his call. A manger not accepting a call from a customer?? A manager not fixing a mistake made by the salesman?? Not the kind of company I want to be associated with. I’m a teacher so I work hard for my money & to have spent money on something that doesn’t fit properly in a room is very disappointing. So, as I have told all 92 teachers at school….NEVER SPEND YOUR MONEY HERE. Joe, what would you do if this was your daughter’s bed? I bet you’d make it right then.

Nathan was very helpful and friendly! I’ll ask for him each time I’m there!

Bought furniture with a 5 year warranty from them. The leather on the sofa is fading badly where heads rest. The electronics started to fail. I opened a warranty claim to find that they don't support their products unless you immediately report the issue and they don't support leather at all. So, they charged me for a warranty that is pretty much useless. If you file a claim lie about when you noticed the problem as they use that as a way to get out of dealing with faulting products. You will see post about people saying they had a great buying experience, but furniture is not about buying its about owning. I thought I had piece of mind, but the quality is poor. I have a sofa and loveseat combo from 10 years ago from Rooms To Go and they are in great shape, never buy from this company unless 3 years is good enough for furniture for you.

I purchased about $10,000 in furniture for a home in the area. My sales person was nice. Furniture was delivered in part and some items were smashed or dented and covered up with varnish. It was repaired eventually. Not the greatest customer service and response once items are purchased.

Michael was SUPER helpful! Found my sectional and checked out in under 20 minutes! Easy Peasy! Highly recommend “ask for Michael Harris”!

This is our 2nd purchase from Ashley Furniture, Justyn Peterson was our sales person this time & he did a wonderful job. We are very pleased with how he handled everything & meeting our needs. He’s a really nice guy & a great sales person.

I recently purchased a sofa bed and table. .Michael Harris is a super attentive sales person. Great to do business when you know the person working on the sales listens to your needs and is just not about making a commission. Thank you Michael!

Amazing help from the sales people and manager!!

Customer service is non existent. I ordered furniture. The driver cancelled the delivery. I've been hung up on 3 times by "customer service " and I just want my furniture delivered. Terrible.

Jake at Ashley Furniture sould not have been more helpful in my visit. They loaded my new recliner into my truck for me. Jake was incredibly professional and helpful during my visit.

Justyn was very helpful and showed us exactly what we were looking for.

I will never buy anything from Ashley again. I purchased a couch there in January. The arm on it was broken when it was delivered. I had to send multiple pictures and messages. They sent two different technicians out who were unable to help. When they finally sent another one in April it was also messed up on the arm and side. I am now having to start the process of having technicians come out all over again. It is ridiculous! Well, here it is May and the couch is even more messed up than before. A technician came out and spent an hour stapling and nailing them snuck out and left without me even knowing. Staples and splinters of wood covered the floor. The fabric was pulled. There was a spot that was fine before that is now messed up. I have spent hours talking to different people and have been promised that a manager will call and then never hear from them. It has been 5 months!!!!

Doug was friendly, knowledgeable, and very efficient considering the new system being usdd at the store. He made sure he understood our wants and our limitations. Will be visiting again.

Easy and helpful CSR.

My sales person was Brian was amazing even tho I kept changing my mind he showed that he wanted me to make the best choices for me and when he was busy Nat and Joe pitched in thank you team I will return again and again with this type of team

Great experience! Our salesman, Nate, was fantastic!!

Friendly and very helpful. No hard sale!

5 Stars for my salesman Deondre. He went above and beyond to help with some delivery kinks. Also ... All 3 deliveries were EARLY on the scheduled delivery day. MUCH appreciated.

Half a star at best. My delivery failed to show on the original date that was communicated and confirmed. The rescheduled delivery date also failed to show. The third delivery date actually showed but with an incomplete order. I am still awaiting 2 pieces of furniture without a “confirmed” delivery date. I was promised a delivery credit back to my original purchase price, this has also failed to happen.

I bought a couch in May 2023. I bought the protection plan along with the couch as recommended by the Sales Associate and his Manager. My couch material started to get terrible looking balls all over. I bought the cushions back to the store and my salesperson Nathan Devine was in agreement that the couch was defective. He reached out to customer service and the warranty department as I did. He got the same response….. NOTHING. No one cares that we spent $$1,876.00 on a couch that was defective. The worst customer service I have ever experienced. After trying to get help for over 8 months, We are now having throw away the couch and buy a new one. We will put a complaint in to the better business bureau.

The staff is so friendly and helpful! Nathan was our main sales rep and he was super patient with us and helpful with all of our questions. Can't wait to get our new furniture!

Bought a fabulous new couch and dining set with Deondre. Couch was delivered broken, didn't hear anything from Ashely furniture for a hot minute so I reached out to Deondre and within a DAY he had it handled for me and a new delivery date set! Great customer service. Go see Deondre for your new furniture needs !!!

Brian was amazing and helped us get exactly what we were looking for. Thanks so much for everything!

Michael Harris was very genuine kind and provided outstanding service! He helped us with our search with new bedroom set! Looking forward to our next visit and seeing our new bedroom set!

The team and manager was absolutely fantastic to work with! They had speedy time frames and went completely out of their way to accommodate me! 10/10 recommend!🩵

On April 1, 2024, my daughter and I had visited several furniture stores looking for furniture to fill a tiny home. Ashley homestore in Brentwood had exactly what we needed. There furniture was very reasonable and good quality. The manager and MacKenzie went above and beyond to help fit our needs. Will definitely so back!

What an amazing sales team! They were so helpful and personable. Jeff took his time to answer all my questions. I was very impressed how knowledgeable all the sales team members were. Jeff spent a lot of time researching several purchasing options to give me the greatest savings possible. As I left, I knew he went above and beyond to make sure I was completely happy with my choices. Over MANY years I have been able to fill my home, room by room, with exceptional Ashley furniture. I still love every piece I have ever purchased. All my Ashley furniture has truly stood the test of time. Even years later, my home is just as beautiful and comfortable as it was when it was delivered. I love knowing that each piece will last a lifetime.

I went into the Ashley Homestore to see what they had to offer in mattresses. After I informed the salesman, Brian, what I was looking for, he showed me several brands and options. I found what I needed and arranged for delivery. I’m pleased with my purchase.

I had an amazing experience, and the manager was so helpful and so kind with my situation. I love shopping at Ashley’s never been disappointed.!! They do a wonderful job taking care of the customers!

Jacob did an excellent job assisting us with the purchase of a bedroom set and mattress. His experience with mattresses was appreciated. Jacob was professional, polite and helpful throughout the process. Thank you.

I already had a certain item in mind when I went to the Cool Springs Brentwood store and randomly met JUSTYN PETERSON who provided an informative demonstration and patiently answered all questions. The next day, Justyn provided a smooth and painless REMOTE purchase and scheduling experience, all via text and email. Ashley has a quality representative in Justyn.

I purchased a sofa set from the Brentwood location that was initially denied delivery to my apartment unit by negligent delivery people. Who refused to carry the items up stairs. The next round of delivery was successful but both items were damaged. No help or care from the management team. Fortunately corporate replaced just my couch. No restitution or responsibility was acknowledge by Ashley for the time and damage to my items.

Do NOT shop here! The store incorrectly placed my order for a bed frame and nightstands. Now I’m trying to get an exchange set up which is proving to be a nightmare. It’s borderline impossible to get a hold of anyone at the store without calling 4 times, not that they can do anything about the problem if you get through. The Guest relations team can only apologize and open a ticket and say someone will call you within 24-48 hours and then never does, I’m starting to think I’ll never get the set we want. Save your money shop on Amazon or some other furniture store you’ll have less of a headache dealing with them Again Do Not Shop here 0/5 stars

Staff were friendly and knowledgeable

One of the worst the worst communication and customer services experiences I've ever had

Jake was super helpful and friendly and helped us with our selection

Nathan was extremely helpful and knowledgeable on Ashley Products. I was happy to place an order for pickup with his help

Jacob was great at explaining every question we had along with Shayne both very helpful....But calling costumer service was a horrible experience

Andy at the Brentwood location is incredible! We made what we thought was going to be a “we can’t help you call”, but he dug into our questions and made magic happen. We can’t wait for our new couch and thank you for making it seamless!! We appreciate you!

Experience was nice customer service was very hands on the only thing that I don’t like is that they only deliver on Saturdays and that it takes about 3 weeks to even get what you paid for but other than that everything else was great

Everyone was so nice. They looked up the information I needed to order something.

Love this place

McKenzie did a fantastic job with the order!

Jacob Long was very instrumental in making the experience better. He took a hard situation and made it right. He was there to help through the whole process. Thank you to him!!!

Deondre was so very helpful and made the experience so enjoyable for us

Brian Parrales out of the Brentwood store is fantastic!! He and his manager Joe really worked with us to get us exactly what we wanted! Would highly recommend paying them a visit on your next furniture purchase. Update: after waiting for our furniture at almost a month. And the delivery arriving over an hour late from the time window, we were told by the drivers it won’t fit through the door frame. KEEP IN MIND it’s a standard internal door frame. So now. We are without any furniture for even longer. And no one is answering for cooperate (probably because it’s AFTER HOURS LIKE OUR DELIVERY WAS.

Mackenzie was friendly, helpful, answered questions, but did not pressure us to make any commitments.

I found what I was looking for and Mackenzie was wonderful.

People were polite and friendly and very helpful.

Mike was great and we found exactly what we were looking for!

Table came damaged. Without center bar and outside of delivery window. I have contacted local store multiple time to no avail on how to resolve issue. They use some Jenny automated service for issues that does not respond. On phone over 30 mins with customer service waiting to speak to someone. Still the issue is not resolved.

Everyone was very friendly and very helpful

We have purchased multiple furniture items from Ashley over the years. I wanted to share our latest experience so that others can be well informed. Don't buy the extended warranty, they are useless. We purchased a couple of sectional sofas 11 months ago. We have had multiple zipper failures and a tear in the fabric. Called Ashely, over 10 minutes on hold, to make a warranty claim and were told that the damage was covered under the 5yr Accidental warranty we purchased. Next called the warranty company only to be told that none of our issues were actually covered by the warranty. Zippers are not covered. So we wasted over $400 on an accidental warranty that actually covers nothing. Told the insurance company I wanted to cancel the remaining 4 years of the warranty. As if to add insult to injury, I have to call Ashley Homestore back to actually get the refund. Next time you buy furniture, save your money and skip the worthless insurance they sell.

Leroy was a pleasure to work with! We actually bought a couch yet we went in looking for a daybed. It was a bit unfortunate not to be able to see some on the furniture that was presented online, nor were we able to order the daybed from the physical store.

Horrible customer service Look at your invoice, because they try to charge you for furniture protection not once but twice without even asking for furniture protection, then trying to get a refund is a total nightmare

I came in & knew exactly what I wanted- got what i needed & ordered in 20 minutes! All 3 pieces were bought with a great price. Thank you😊

Couch was nice but purchased white glove delivery and they did not setup couch as they were supposed to.

Brian and Joe did a fantastic job helping us make our purchase enjoyable! They worked with us and made us feel like we were part of the Ashley family. I highly recommend them!

my husband and I went to the Brentwood store on February 10 we were towed. Our loveseat will be delivered on February 17. We finally got our loveseat February 24 and it was not an easy process. I do not recommend Ashley home furnishing.

Nathan was very helpful. He did a lot of figuring totals up for me just so I could see which way would work best for us financially. He didn’t pressure us when we told him we needed to look elsewhere, and we ended up coming back to him for a purchase by the end of the day.

Great attention and great working with Marla. Good price from Jerry and knowledgeable of products.

The salesman was very helpful but not pushy.

We worked with Brian Parrales at the Cool Springs location to purchase a sofa for our Guest House. He was very helpful and nice to work with.

Wonderful place very helpful and would recommend everyone go to the store in cool springs.

Marla helped me with my purchase and was delightful to work with. She was very helpful in my decision to purchase my 2 chairs. I would definitely recommend her to anyone wanting furniture at Ashley.

Thank you Justin, Mackenzie and Andrew for excellent service with our Ashley Furniture purchase! 5 stars plus!

Sharon was the reason we bought at Ashley’s

Everything was amazing, each person that assisted us was knowledgeable, patient, and kind. Thanks to each of you.

Great service! We left with assessories for every room...plus a new living room set. Our sales rep Michael was patient and helpful as we stormed to store for deals.

We always have a great experience at the Ashley Furniture in Cool Springs! Jacob is the best and we always find what we need. Thanks!

Sales Specialist Mackenzie Hamlin was extremely helpful with making our decision to purchase our reclining sofa . Not only was she knowledgeable about the product she was helping us with but she was professional and very nice to work with. Next time we need furniture we will definitely come back to Ashley and ask for Mackenzie. She is the best!

Jacob (Jake) welcomed us in nicely and didn’t place any pressure right away and let us browse. We loved that. We had our babies in with us, so it was wonderful that he worked with us and didn’t seem bothered by wild babies. Got us hooked up with a great sectional for our family. Excited to have it delivered and put to use!

Tremendous experience. Deondre was responsive to all questions and navigated me smoothly through the process. High-quality employees and furniture offerings!p

Deondre was a great help in finding the perfect leather sofa for my new place!!! The store has a great selection and super friendly.

I didn’t have a good experience at all. My family and I have been shopping at Ashley’s for years. I have never run into an issue like I did at this one. To start, they are remodeling and decided to stay open. I’d get it if it was organized, but it’s just stuff thrown everywhere. Michael was my sale person, and I knew about what I wanted when I went in but I wanted to see if they had it one the floor. They didn’t, but again with the remodel, I understood. I picked out what I wanted and I was told the price it would be for the items, delivery, taxes and all that good stuff. I agreed to it and he wrote up the sale. While I was waiting, I heard Michael and Nathan talking bad about me because I didn’t take the 5 year protection plan. I moved pasted it. I really like the stuff I picked out and I just wanted to go home. Well, I’m not sure if it’s because I didn’t take the protection plan or what but the invoice he gave me and what we went over was over a $1,500 difference. When I went back in there, I was given the bullcrap excuse from Nathan that “it’s an honest mistake” honest mistakes don’t cost over $1,500 hoping I don’t notice. I was 100% scammed. So, I canceled my order and was told I’d get a call yesterday about the refund of the money I put down because their “systems were down” can you take a guess who didn’t call? Nathan. So it’s easy for you to not refund my money but you couldn’t notice when you over charged me? The lack of professionalism is absurd because that’s not what I’m used to when shopping there. I’ll just order online from now one. This way, I know exactly what I being charged.

Really cool stuff and nice staff

I was helped by Andrew and Mike at this location, and they provided the best customer service. They carefully listened to my budget and my wants, ensuring I received what I wanted and stayed in my price range.

Our salesperson MacKenzie was awesome. Manager Andy was very attentive. Great experience!

The sales manger was a great help. Got discount on recliner plus getting it delivered. All in the same week.

All the staff were professional and kind. The sales man was very knowledgeable. The furniture was beautiful. The prices and financial options were great. I was very impressed by how clean everything is. I was surprised and pleased with my experience there at Ashley Home Store. I am using that store again! Brentwood Cool Springs location.

The store, was nicely put together/clean/Quality Merch. With excellent pricing. The Salesperson, couldn’t have been better,(Mackenzie) sharp/very knowledgeable/cool, no pressure fun. Thank you for a great purchase!! Working with Mackenzie, with quality furniture, it’s the perfect combination. Joe, the manager. Great energy/friendly and welcoming. The experience, was the best furniture buying time we’ve ever had…..! Period

A great experience! Jerry was extremely helpful and knowledgeable. He added an amazing discount to my purchases which was completely unexpected. I will be going to Ashley first for my future purchases!

Loved the staff at the store. Nathan and Joe were super helpful and guided us through the process of getting an awesome couch. 10/10 recommend!

Very friendly and nice. Was very helpful with looking at different options and explains pricing

Dante was fantastic and made sure we were taken care of!

Great experience working with Dante, whole process was very time efficient. We got exactly what we wanted without feeling like we were being pushed into something.

Jeff was amazing and so helpful!

I will never recommend Ashley furniture to anyone ever . The worst customer service Andrew . Had no answer but a ton of excuses .I was the 10 th stop . Made 9 stops. When 5 o'clock came they didn't want to work anymore . Sad what these company let people get away with . They want top dollar for the furniture . And think they are doing us a favor and wonder why Amazon and other online businesses are taking over America . This is the reason . They pay top dollar and get top workers. You pay for what you get . You pay like crap . Get crappy workers and get crappy reviews . Sorry not sorry

Very helpful staff, great selection, friendly service.

I had an amazing experience at the store today. All staff members were amazing and helpful. Such a pleasant atmosphere.

Great selection. Delivered exactly when they said. Great job setting up. whibedroom suite.

We had a great shopping experience and found the furniture we wanted with the quality and price we wanted.

Lovely experience. Mackenzie was so sweet and knowledgeable it was a pleasure working with her.

Deondre helped us out greatly. Described the store set up and gave use plenty of time to look around and figure out what we wanted. He was super easy to find when we were ready to make our purchase and made the whole experience quick and easy. Thank you so much for your help!

Very personable, great no pressured service, and good price. A++!

Very positive experience, Josh was great to work with!

Deondre was great very kind and friendly knew what I wanted in and out thank you

A Satisfied 1st time customer...thanks!

Called from out of State for an in state delivery and talked to Andy. He was the most helpful and accommodating person with what I wanted and needed. He made the entire experience excellent. Thank you Andy ! I will be back in the store this time soon for more !

We received all the help we have come to expect from Ashley's and we now have the furniture we need for our family!!

Greeting at the door was professional and I didn’t feel pressured. I wandered around freely until I was ready to buy. Clean and well organized store.

Friendly and knowledgeable environment. Willing to negotiate on prices.

Jerry was very helpful. He was informative and gave us enough space to let us look and have private conversations. Once we made a decision, Jerry made the check out process very easy.

Lied to parents about delivery and would call them with updates. Tried to call them and got ignored. You are best to go next door.

We had such a pleasant experience at Ashley Furniture. We were greeted by Mackenzie right away and she helped us to find our dream family room couch. She was super friendly and knowledgeable. Once we found it we negotiated a price that was exactly what we were wanting/expecting. It was effortless. We can’t wait to lounge on our new Ashley Furniture recommended by Mackenzie!!! Thank you!!!!

We had a great experience buying a couch and decor with Dante. He was helpful without being pushy. All the employees were kind and respectful. The store has a lot of options and is well maintained.

Great customer service!

Very helpful staff and they arranged for delivery through the pensacola store

Sales staff are awesome and they have a large selection to choose from. I'm not sure if this is a general trend in the industry but overall quality seems to be dimenising over the last couple of years. Be sure to read specific reviews of each model before buying. Quality of construction and durability of cushions etc can vary greatly.

Jeff was our salesman and he was entertaining! He gave us all the time in the world to make a decision. The furniture was good quality and they have reasonable pricing. I will be using Ashley Home for my furniture needs!

Jeff was great. Quick process

Michael was kind, patient, and accommodating.

Our daughter did the shopping and made the purchse for us. (Due to health reasons we were unable to do the shopping ourselves. She was delighted with the service and help from the team at Ashley's. From her delight in shopping at Ashley's, i'll have to give them 5 stars.

Very easy to work with. Ahead of schedule which was perfect. Very quick and nice people

Great experience in the Ashley store at Cool Springs. Focused service with plenty of options. Thanks Jerry

I've never been treated so badly by ANY business before. While in the store, our representative was very nice, but he ordered the wrong color couch. There’s so much I could say about the last 2 weeks, but what I can say is this: After spending hours on the phone, we’ve been left hanging over and OVER by the manager, Joe. He told us continually he’d call us a certain day, or call back “shortly” to discuss a situation that has been extremely inconvenient. But not ONE time did he ever do so. Each time we’d call him instead, he was rude, dismissive, and made US sound like an inconvenience. After waiting another week for his promised update, we said we wanted a refund. Of course we got a response then. He FINALLY got back to us simply texting us back with "Nope, it is what it is." We tried to be understanding and waited days on end for his calls because we understand the holidays are busy. But the continual story has been he’s too busy with literally anyone else. What about the people that spent $2k on a couch they never got? I guess we don't matter now since we already paid them. Before you check this place out - really go through the reviews on Yelp and here. Too many bad stories to trust this place to care.

Avoid this store at all costs if you ever want to receive the furniture you paid for. The 1 star reviews about their horrendous delivery is all true. The store manager will treat you like trash and completely disregard any issues you have with your order. God forbid there's even the slightest hiccup because you'll be on the phone for hours on end trying to get anything resolved. It's asanine to be allowed to treat a paying customer like garbage, to lie to them, and ignore your legitimate complaints. Thanks for ruining our Christmas, Ashley's in Brentwood.

If I could give it 0 stars I would. This is by far the WORST store I've ever worked with. I've actually never been treated so badly by ANY business before.While in the store, our representative was very nice, but he ordered the wrong color couch. We paid through a 3rd party mover to get our couch early and found out upon receiving that it was put in wrong.After my husband spent HOURS over the next days to get in touch with someone, we finally got ahold of the manager, Joe. He was extremely dismissive, uncaring, and rude. We just moved here and were sitting on the floor of our home with no furniture, stuck with furniture boxes blocking our doors. Joe said we couldn't get it fixed until weeks later (even with the understanding that we would be out of state for some time during the proposed date(s) AND that we had these boxes becoming a fire hazard) and we needed fixed sooner. After being told that he'd look into it, he left us hanging for days on end.Over the last 2 weeks, Joe has continually told us that he would call us that specific day or "call us back shortly" but never doing so. He constantly dismissed us, spoke unkindly to us, and never apologized for any inconvenience. My husband literally had to take time off work to handle this and the manager actually hung up on our calls!! When we finally said we wanted a refund, he FINALLY got back to us simply texting us back with "NOPE". That's it. Nothing but "NOPE, IT IS WHAT IT IS."Never have I ever been talked to or disrespected the way I have been by Joe, the store manager. We tried to be understanding and waited days on end for calls because we understand the holidays are busy. But the continual story has been "sorry, I can't talk because I have customers in store/meetings." What about the people that spent $2k on a couch they never got? I guess we don't matter now since we already paid them. I caution you, DON'T shop here for the customer service alone. Look at all the other reviews - it isn't just us. This is a pattern.

McKinsey was such a big help. Great service.

Deondre was cool! Helped me as much as he could! Although I ended up canceling my order , still pleased with customer service .

The service was impeccable in and out the store, the drivers were on time as promised. and delivered great customer service. I'm happy with my purchase.

My delivery and setup was flawless! They were fast and very pleasant.

Love Ashley!!!! Just purchased a mattress for my spare bedroom. Deondre was full of information and made the experience easy. Will be back in the spring to purchase a new sofa.

👍👍👍

Mackenzie was a great help and very knowledgeable

Even after deciding i wasn’t going with a particular item, they still treated me like a member of the family. Mackenzie walked me through trying to pick out a mattress and was extremely patient while i was on the fence. Justyn was awesome the day before when i picked out a bed and dining table , to go along with a power recliner. When i went back in the next day, he was who i felt comfortable dealing with. Thank you to the entire staff for making this a wonderful experience.

Wasn’t hounded, but salesman was close buy.

Our customer service rep was very friendly and knowledgeable! Dontae made the experience enjoyable and non stressful! We were able to secure the exact product we wanted in a very short amount of time. We would recommend Ashley’s for your next purchase.

Horrible experience. Our couch did not arrive as we were told it would be. The layout of the couch is not how the salesman sold us on. Two of our couch pieces were stained with dirt and a third piece had a rip and dent in the fabric/wood. Customer service was a joke and we couldn’t even get through to the local store after calling the number 10 times. (They were open!)

DOUG was the best salesman I’ve ever dealt with! He gave me time to look over the store, helped with questions on the quality of purchase and I even said I wanted to look a few more places… I was back within the hour! No one had the decency to help at other stores and the QUALITY! I returned and purchased with Doug because he was straight forward and true to his word! Thank you Doug. 😊

Went to ashley furniture looking for an Entertainment center. They did no have in store but found in stock. Management worked with me on a fair price + delivery. Communicated a fair delivery schedule. Ashley consistently has a great selection.

Jeff, the saleperson & Nathan, the store manager gave us great service & help with our specific furniture needs. They even matched online prices for the furniture pieces bought in store without any hassles. Wish there were more modern selections in store though. Went in the store just to look & came out happy with our purchase!

Had unused protection plans from prior purchases and corporate did not give us the in store credit. The new franchise management team did what they could so we could recoup the money on our next purchase. Friendly and helpful.

Everything went great except the delivery people gouged the wall when carrying a nightstand upstairs.

Order furniture from Ashley home store tried to cancel order a few days later went in store twice said they would sent confirmation e-mail on cancellation but never got. Then tried calling store again instead of traveling 30 miles to store finally after several calls got Thur to a manager he said he would cancel order and sent confirmation e-mail but never got. I called the finance company and had them close the account. Ok now I figured everything should be canceled and done with nope kept getting delivery dates with prompts reply 1 for change delivery push 2 to cancel or push 0 for no change something like that I pushed the prompt for cancel. It would not stop telling me the order is coming. It finally got stopped 3 days before delivery didn’t know that Tennessee has its own customer service phone number . Never will deal with Ashley again.

Very helpful, salesman knowledgeable, friendly, and had a good selection on what we were looking for.

We loved jeff!!

Good furniture at a good price. Knowledge sales people

Deondre was super nice and generous of his time. Got the sofa and delivery date I wanted.

The furniture was delivered on time with everything in order. It was a very smooth process.

We needed to purchase additional bar stools that we had purchased over a year ago. They were able to look up our order and give us the same bar stools. He also matched the price that we paid before.

Justyn was great!

Terrible experience! I went to the store to look for the things I bought and they didn't give me everything, the chairs were missing, the screws weren't included and what's more, they didn't give me a solution, I went to the store where I bought the furniture and they didn't give me a solution either.

Salesman was polite and courteous!

Exceptional customer service from the store floor to delivery/assembly. Big shoutout to the gentlemen whom delivered/assembled my items. The gentlemen were very professional, efficient and proficient. 10/10 recommend. Top notch.

Ashley was very disappointing I bought a power sofa recliner and in showroom was soft and comfortable. When delivered was very firm and uncomfortable. Called salesperson and was told it needs to take time to soften up. I waited two months and still very firm and uncomfortable. Called customer service was told they would send an inspection took over a month to get here . They examined and told us that the foam is very firm and that they don’t have soft foam. Called customer service and was told they will not let us choose a reselection and they can do nothing for me. I would advise people to avoid making any purchase from Ashley if you have a problem they will not stand by you and you will be stuck with furniture that is different in comfort from showroom to what is delivered. I will never shop Ashley again

We worked with Mackenzie. We went into the store to buy a table and purchased a bed instead. 🤠. She introduced herself as a sleep expert. She was knowledgeable and professional.

Great experience! When I walked I was greeted by a salesman and he ask what I was looking and he pointed me in right direction and didn't tail me so was able to take my time and look at my pace.

Nathan did a very good job in showing us options in what we were looking for!

This team is amazing the manager Nathan, and the associate Michael were exceptionally helpful and patient. I highly recommend!

Very kind/helpful representatives

Worst furniture store I've ever had. They lie.. they do a terrible job on bringing in furniture, I don't even have handles on my dresser. They scratched my front door. Ridiculous..

Great experience with this location! Found the perfect dining set for our new home and Mackenzie was such a pleasure to work with. I would definitely recommend shopping at Ashley for your home.

Great experience, Mackenzie is amazing.

These guys were awesome. Very genuine, respectful and kind. They were also funny and showed their personalities, which I loved..

I take that back.. y’all need to get it together. No handles on my night stand.. left scratch marks on front door… the furniture is nice, but kinda ridiculous that you guys said you would bring it Tuesday.. I took work off.. then get told Wednesday that they’ll bring it, and don’t even bring in the right material with that extra day they had

September 4, 2023 I purchased office furniture from Ashley in Coolsprings. I ordered a $3,000 office set- desk and wall unit which was delivered 1 week later. While it was delivered quickly, a few pieces were damaged upon delivery and the under mount lighting did not work. It was also missing the power cord for the lighting. The delivery guy told me not to refuse it that they would send me the missing powercord through the mail and have a replacement sent out for the other issues. They did send out the replacement desk which was originally damaged but nothing else was fixed or replaced. It’s now middle of October and my lighting still does not work and I still have no power cord for the wall. When the delivery guy came for the desk replacement, he had no idea about the other issues even though it was supposedly in the system. He Told me it was not on his ticket and that I would need to contact customer service. I’ve called CS every week since they delivered the replacement desk with no resolution still for the lighting on the wall unit, the missing powercord and now the filing system that doesn’t hold files upright. I’ve called customer service, Ashley corporate, spoken to high level managers who have all supposedly put in tickets for expedited service. I’ve since gone back to this store where the manager told me he’d request a replacement. He told me they don’t issues refunds, my only options are a warranty claim or exchange if a tech deems it unfixable. That was back on September 4th (1 month after purchase) and Still nothing has been resolved. I’ve received no calls for tech service, no calls for replacements or exchanges. I still don’t have the powercord if I wanted to hire an electrician myself to fix the lighting. I keep calling them, they give me the run around telling me it’s going to take time, or they’ll have to submit another ticket. I call again and I get a different response that it’s in review, they don’t know what’s going on with my ticket or my favorite response, they can’t find my ticket . I called the store again today, was told by the manager that there are customers in the store and they had no one to talk with me. The guy then hung up on me when I told him I’m a customer too! This is not acceptable! DO NOT BUY from Ashley. Do not buy from this store. You will regret it. You will have your work cut out for you. I’m 6 weeks in with still no resolution, 22 calls made on my behalf, and no one can tell me anything on when or how this will be rectified.

Excellent service!! We walked in looking for a chair and were offered a few options that met the criteria. The team was friendly, efficient, creative, and helpful. I ended up choosing a suggested item that was an “out-of-the-box” idea, but perfect for my needs.

so far I'm extremely frustrated. I purchased a dining room set, paid in full the day of. Was told my order would be delivered on 10/12. When I didn't hear from them I sent a text requesting status and told it was cancelled. I've tried 5 different numbers and no one knows why it was cancelled and can't seem to get me in touch with the store in Brentwood so I can speak to someone. So now I have to make the 45 minute drive to the store to speak to someone and find out what's going on.. This is my 3rd Ashley large purchase and will probably be my last...

I was able to secure all the furnishings needed for my apartment in one appointment with Joe Estrada, Store Manager!

Excellent service!! Great experience!!

Representative I worked with did not go over paperwork for financing in an ethical manner. Added protection plan without asking if I wanted it, just assumed I did. Did not advise me of what my monthly payment will be, paperwork for financing did not have this information. Representative gave an estimate of $300 a month, I was never asked if this was a comfortable monthly payment, and it is not. I felt as though they were trying to get me approved, signed, and out the door with no questions. I don’t feel that they cared about me as a customer, I only feel that they cared about making a deal quickly. I am quite disappointed in my experience. And I am also not completely comfortable with my purchase. I called this morning to have the $350 protection plan removed. And I may just cancel the whole deal altogether. When you make a large purchase, you should feel happy, and confident in your decision. I left the store, feeling, rushed and uncertain about what I had just done.

Amazing service, quality pieces built to last, and the reason I continue to go back as a repeat customer since 2013. Jeff and Joe were so helpful, knowledgable, and made what seemed impossible possible for us to get the all pieces we wanted at the same time. Everyone in the store was friendly and helpful in making sure I had all the details I needed to make a decision. They went above and beyond to make sure I was getting the best deal available to me. Highly recommend this store and working with these folks! Great experience that will keep me coming back!

They were friendly and great

Our sales rep was very knowledgeable and patient as my wife and I decided on a couch. He made the transition easy and had no problems. Not to mention really fast delivery! Less than a week!!

Great experience

Worst experience possible. When we purchased our Furniture we told the salesman it was for a new construction home. He put our current home address in the system said it wouldn't be a problem to change. 6 phone conversations the week prior to delivery and it was still delivered to the wrong house. Nobody could or would change the location. Nightmare Luckily the delivery guys were amazing (They don't work for Ashley) they followed us to the proper location. Our dining room table arrived chipped and damaged. The varnish on the top was improperly applied. Looked horrible. We refused it. Hoping it's Night a nightmare to have a replacement delivered I should have gone somewhere else. Ashley is horrible

Michael and Nathan were very helpful. They were very professional and customer friendly. It was a great buying experience.

I was helped with kind thoughtfulness to find exactly what I wanted. The 6 month pay ment plan was also a wonderful deal.

Andrew listened to what we were looking for, showed us what was available and was very patient and understanding of our needs. Purchased a sofa w/chaise and look forward to enjoying it when it arrives. I really appreciated that the store had a wheelchair! I just had knee surgery and it made shopping more enjoyable.

The salesperson, Justin, was awesome! I got the perfect piece of furniture from a knowledgeable and friendly salesperson; and, the purchase process was easy. I’ll definitely be going back for my next purchase!

Buyer beware. DO not shop here. I had a very bad experience at this store and with this company. After a full cancellation of our purchase, which I had to do twice to get an email confimration, I was not refunded $800. I was told that the items I purchased with the bed were gifts that lowered the price of the mattresses. However, after the cancellation, the gifts were not free. I asked to speak with a manager, more multiple times. Each time I was told a new line. such as, I will be called within 1 hour, then it was within 24 hours, then within 24 to 48 hours, and so on.. That was one week ago. This store is filled with slick high pressure salespeople that misrepresent the facts and figures. The reviews are real. I wish I had read them prior to going there. Never again.

Jeff was a very knowledgeable and helpful salesman. The item we ordered was just what we needed. Ashley has plenty to pick from. Thanks!

Never EVER EVER!! stop at this place. back in April my husband and I purchased over $10k worth of furniture to furnish our 1st home and they have taken what was supposed to be a great and fun time in our lives to a nightmare. 4-8 pieces of furniture we bought from them were broken, scratch or something was not right. We have called since APril to create a claim.. they seem to send a technician to your home that then refuses to do anything because they say its actually broken and cant be repaired. They leave your home and then nothing NOTHING absolutely nothing happens from Ashely to replace the broken pieces I am left with. We are now in September and all broken promises to fix the furniture that shoul not need fixing anyways because I am buying from the #1 place furniture in AMerica correct? DONT LET THEM FOOL YOU! they take your money and then dont fix the issues of broken pieces. I have called about 15 times and through the months they seem to open a new claim every time when the 1 claim has been open since april when the furniture was delivered. RUN AWAY! please so you dont go through the headache that I am still going through

Jeff was extremely helpful!!

Justyn was very helpful however I never received the email he was sending with a breakdown of the price

Doug helped us and was a genuine guy. He made sure we got what we needed and made sure we were taken care of. He explained everything to us and let us make our decisions without pressure.

Salesman Jeff was patient and let me look without hovering. Great selection of furniture and reasonable prices!

Very friendly and knowledgeable. Douglas was a joy to work with.

Friendly & good Service Answered all my questions

Amazing experience. Our salesman, Jacob, wasn’t pushy and offered great customer service! The manager also came around to check on us which was a first for us in an Ashley Furniture store and we have been customers since 2006. We WILL be back.

The salesman and woman were very helpful. They did not shadow me as I looked I was able to browse in peace. However, Faith was available when needed.

Very knowledgeable and worked with us to make sure we were satisfied. Andrew was fantastic

We had such a great experience at Ashley’s. Everyone was so kind and helpful

We were completely lied to about white glove delivery. Both my pregnant wife and I experienced one of the worst deliveries imaginable. We were sold a set up and delivery option if any damage occurred, the delivery company was liable. Upon arrival the team wanted us to sign a waiver for any damage to the furniture or house, if being set up and installed upstairs. Ummm no sir, that’s the whole reason we purchased said delivery option. Call center was no help either!!!!! Stay the hell away from Ashley Home Furniture, they are as bad as used car salesmen.

Great experience fast and efficient service!

Faith did an excellent job and was easy to work with. However, the post sale experience has been extremely disappointing. We bought furniture 8/5/23 and paid for delivery, that according to the manager on duty that day is a "white glove" delivery, which took place 8/15/23. When furniture delivered, the table top was damaged and a part to hold the center leaf wasn't included, thus the part had to be ordered. The part has arrived at our house, however, we can not get a date on when someone will repair the chip and install the part. We have talked to a customer service representative and texted, multiple times and so far nothing has been done. We are very unhappy at this time because it has been over a month and still no date as to when these issues will be fixed. Ready for them to take back the items and take our business elsewhere. Please be aware, there is basically no customer service. If issues arise, you can not get a hold of anyone at the Cool Springs store and the warranty dept. is non-responsive.

Rated a 4 only because of the limited options on fabrics. Jeff Howard was awesome and a great non-pushy salesman. He was super knowledgeable and gave us our time to look ourselves but was still nearby to answer any questions we had. Would recommend this store based on that alone.

We bought a sofa and a mattress in two seperate visits this weekend. Holiday weekend, so it was busy. Had a small wait for help, but was expected.

Great prices. Very helpful and friendly staff.

The staff were very professional and easy to work with. Justin did a great job of explaining everything.

We had the best experience at this store today. Faith was our sales lady and she was so helpful and very sweet. We were given plenty of space to shop without someone following us constantly. She was also assisted by Jeff aka J-Dog who we enjoyed working with as well.

Great experience my sales rep was very helpful and knowledgeable Thank you Michael

Easy, straight forward process and a very kind and helpful staff

Helpful, knowledgeable, friendly staff

The whole process was easy and didn’t take very long. My sales rep was great bo pressure and made great suggestions after understanding what I was looking for. I don’t really enjoy shopping for anything especially making decisions on something you will be living with for several years at a minimum. If I am as happy with the furniture itself as I was with the sales process I will consider it a unmitigated success.

Wonderful experience the staff was very kind and Ms.Edmonds was very kind

Jeff was extremely helpful and courteous. I would go back again in the future.

Clean and organized store, helpful friendly staff and great prices!

Everyone was very nice and the process was very easy, Joe and Justin most definitely made the experience even better! Highly recommend this location!

Andy was great! Not pushy but helpful with our decision making.

Love the choices at Ashley!

Not pushy. Had exactly what was on the website . Labor Day discount was amazing!

Bad service 👎🏻👎🏻

Great experience. Friendly. Lots of options. Sales team was amazing

All went well. No problems or issues. Customer service was very good.

We had a great experience with Doug! He was awesome and very friendly. He also gave us space to browse (I hate when they hover) which made the process much more enjoyable. We will definitely return for future purchases.

Very good experience, I received very useful help from Andrew Irwin that other stores just couldn’t offer. I will definitely be coming back!

Douglas went above and beyond. He was very knowledgeable. The store price matched Ashley furniture prices from other stores. I got everything I needed in one place. A very pleasant experience from beginning to end. Highly recommend.

Awesome

This has been a horrible experience. Our furniture was order May 1, 2023. We finally received our last piece of furniture yesterday, August 22, 2023. During all this time I have never been able to speak to anyone at the Brentwood, TN store. I’ve called numerous times and have to date never got anyone to answer a phone. I called the corporate office asking for a number to call to speak to someone at the store and the answer I received was ridiculous!!! I was given the number that I had on my receipt and when I told the representative that he said,” we’ll call that number and if you don’t get anyone it means they’re not answering the phone.” I thought, “well dah!!!” I will never purchase anything from Ashley Home Store again.

Jeffrey met us at the door, brought us directly to a product that worked for us & measured and informed us about it. We were in and out of the store within 20 minutes with delivery set up in 3 days. Hopefully the product looks as good as the one in the showroom when it's delivered! Quick & efficient!

Nathan was very patience as we contemplated our selection.

My husband and I purchased furniture from the Ashley Homestore on 07/22/23 located in Brentwood, Tennessee. Our sales order number is 015A780372 and it was delivered and put together for us on 08/04/23. The gentlemen who arrived to deliver and put this together for us did not introduce themselves, did not say hello, and basically just barged into the house and started to put things together as quickly as they could, and they were rough with it. They didn’t ask where we wanted the furniture, so when they started to put things together we asked if they could just screw on the bottoms and let us assemble it how we wanted. They said they couldn’t because they had to take a photo of it put together. No problem, I understand that. So, the guy putting it together acted so inconvenienced that he had to move pieces of the couch to the opposite side of the wall. They were not careful with being sure they didn’t hit the walls, this is a brand-new house, the living room is huge, so missing the walls would have been easy to do. They noticeably stripped out screws in the bottom of the couch, some bottoms were installed crooked, and the chaise lounge is very noisy and wobbly when little weight is on it. He was on his phone the whole time and kept dropping it. We did put in a warranty request to have the chaise issue addressed and they are coming to look at it in a few weeks. My distaste with this experience is that these people who came into our home to install almost $5000 worth of furniture had zero regard for the customer, the home, and the all-around job they were there to do. My husband handed the guy (even after all of this) a $20 bill and said thank you, it was a hot day, and we are decent people. The guy was still on the phone, said “preciate it” without even looking at him or us and took the money like it was owed to him, and just walked out. As someone who has worked in customer service for over a decade, it seems very unprofessional to have people representing your company treat your clients this way. It is an experience that would make us consider purchasing somewhere else next time. While the initial sale of this was great, the closing end of it was not our expectation. I have already emailed the email address that is given on reviews for feedback, about a week and a half ago, before doing this, and no reply.

Miscommunication about picking products up and how they were packaged. Drove an hour away to warehouse to pick up to find out it wasnt in box like the sales person told me, I couldn't get it in my vehicle so I left it. (This is after going to 2 different Stores to find a mattress as well). Then you can't get ahold of anyone at the store via phone. The phone menu doesn't have an option to talk to somebody. A corporate number called about canceling my order. Again, phone menus led me down a rabbit hole just to talk to someone who said that they in process of canceling. I had a voice-mail stating I needed to confirm cancelation. So I'm trying to confirm cancelation. I think the lady put in my notes, but I couldn't really understand her. All and all, not purchasing again and don't recommend. It's more complicated than buying a car.

Jeff was great. He was able to look at prices online and match them to the price in the store, could not ask for better. Thanks Jeff!

I just wanted to say thank you to Joe, he is one of the most if not the most professional manager I’ve ever met! Extremely helpful, gives the best prices, funny, extremely knowledgeable, and just all around very professional! Very helpful team too! I will forever be taking my business to a y'all just from my experience!!

Nathan was a great help in helping us pick out the right piece of furniture! He was professional, friendly and had great recommendations.

They made the whole process completely painless. Everyone is extremely helpful. Faith is great at her job!!

Approachable team

Very responsive and fair prices.

Nathan was a super salesman. Very professional.

Easy and great service!! Thanks!

Great help from Deondre.

Paid for mattress even though store had none available in box and told I would get a call to let me know if I could pick up at 100 Oaks store rather than drive to Smyrna. Never got it. No phone available to reach Cool Spring store so I had to drive back to store.

Facility was clean with spacious rooms. The staff was great

Bought living room on the floor they told me as is when I the company delivered it next day I noticed the bottom frame was split so even if they offer anything even for free don’t buy it I just wasted almost $1500 for nothing

Found a sectional that we really liked. Managers were very nice and very helpful. They did misquote us so that was disappointing, but we still made the purchase and we are excited to receive it. However, I do think their shipping/delivery fee is outrageous.

The sale person I dealt with was amazing and professional.

Great selection of pieces, very friendly service and unbeatable prices!

The staff was very helpful. I loved every piece of furniture we purchased and the reasonable prices.

Angela was amazing!!! She and her manager were extremely helpful and kind. They helped us find the bedroom set of our dreams!

Amazing customer service! They went above and beyond to make sure I had everything I needed! I’ll definitely be going back !!

Had a horrible experience and even harrased by employee while post surgery in hospital bed“A manager”. Tried to obtain higher up to file complaint, no one responds. Asked the manager for higher up contact she refused to provide. Went to the warehouse hours after surgery to have management there email owner for contact. Three week post op still waiting to hear from company district manager or franchise owner. Would like for someone to reach out

In-store experience with Jaie was great but everything since then has been a complete nightmare. Waited months to receive anything. Everything I ordered arrived damaged or missing parts and this store has a no return policy, even for damaged/defective merchandise. Calling Ashley to get repairs/replacements involves being put on hold constantly, being sent the wrong parts, and waiting additional months for repair and delivery. The cabinet I ordered A YEAR AGO took something like eight months to arrive and is still defective. I called about it three times today, only to be put on hold by the associate for two hours and disconnected. Associates will claim they are putting in work orders and ordering parts, but when I call back to check up on it the associate will say nothing has been done. Getting any step taken care of requires three calls on average. There was also shady behavior, like a work order being closed because "they couldn't get in touch with me." I would receive calls from Ashley (I have them in my contacts now from how often I have to call them), answered, and was immediately hung up on. It was like they were technically calling me to claim they had gotten in touch but hanging up because they didn't want to do anything. I furnished an entire house last summer and Ashley was the only vendor to be this much of a headache. Friends who used Ashley recently have said the same thing. Rooms to Go is at a similar price point and I had an infinitely better experience with them.

We went in just to look at dining tables and Sofa. We were introduced to Faith and she provided such an excellent service, answering all our questions patiently and showing us options that we ended up buying a sofa right then and there! She was also very kind to let us contact her with questions about shipping etc. We highly recommend Faith and this store. Now looking forward to the delivery to happen smoothly!

Deandre was a joy to work with! Very understanding and patient.

Doug Dietrich was fantastic to work with, not pushy, extremely knowledgeable and helpful in regards to coordinating different pieces to work in the same room. Would highly recommend him.

My husband I went into Ashley Store in Brentwood and described what we were looking for to Faith and she knew what we’re looking for right away! She was helpful and patient with us while we made our decision! Out of all of our furniture shopping experiences this has been by far the smoothest. Highly recommended Ashley store in Brentwood and Faith will take great care of y’all!

somehow my original review was removed!i purchased a sofa from the brentwood, tn location on 7/1/23 and arranged for it to be delivered to my new place in tx on 7/14/23. the delivery drivers dropped the sofa and damaged it in the stairwell of my building - in front of me - and then told me even if the sofa was damaged they wouldn't take it back to the distribution because it was too hot outside. and one of the drivers stole my personal contact info and texted me without my approval or knowledge (which is illegal). as of 7/21/23 i have spent over 35 hours since 7/17/23 trying to get help with the damaged furniture! i've sent pictures of the torn fabric 3 times to 3 different 'customer care' reps but the info never seems to be added to my case fike!the delivery guys broke the ottoman, broke the sofa frame, and hent the sofa bef feane do badly it cannot even be pulled out from the sofa!no help! no return calls! no updates!!!next step - taking legal action!!!!

Doug was great and very helpful.

Great selection for what we were looking for, and a helpful salesperson and simple buying process!

Jacob was great and we were happy with the furniture and the price

I went to Ashley looking for a sofa, but wasn't quite sure what I wanted. Faith was the best! She was very knowledgeable and helped me make my decision. I highly recommend asking for Faith if you are at the store in Brentwood TN

Great guy we had help us. Deondre was awesome. Thanks for making it a great experience.

Yesterday I had the pleasure of meeting Angela. She was such a wonderful person. While my wife and I were shopping for a bedroom set I received a phone call that my uncle had passed away. Angela was patient with us as I dealt with this news. Very professional and made this experience very easy. She’s a great team member and I know that I’ll be back. Thank you

Had some problems at first my first shipment got broken then I decided to order something else and it wasn't in stock but my salesperson Faith really helped me out a whole lot through the whole process but it's been delivered and it's fine and I like it thanks again Faith for your dedication to my problems.

Faith was very helpful and I had a great buying experience!

Knowledgeable and friendly sales associate. No pressure sales. They were helpful in finding what we were looking for.

I had a great experience at Ashley’s. Faith was wonderful, so helpful. Definitely ask for her if you go. Really glad I decided to drop in, they had everything I was looking for. I usually dread buying furniture; this time it was actually fun.

We were shopping for a mattress. Good selection of top brands. Excellent service and a very competitive price. Very good experience

Fast and very friendly staff

It was great experience an the help received was awesome fro Faith. She was helpful an answered all our questions

Supportive sales professional!

Great experience! Doug was very helpful and made us feel comfortable and made the process so easy to not look elsewhere! Very excited for our new couch. Thanks Doug!!

Ask for Faith when you go to the Coolsprings location!! She is AWESOME!!! Despite us walking in near closing time, she still greeted us with a warm invite. She was able to point us directly to what we were looking for and we completed the transaction with such ease. We are very satisfied with her customer service!! We will def be back to see her! Our furniture turned out beautiful! Thank you Faith!!!

Come see Faith at the Cool Springs location!!! She is the best!!! If you are even thinking about getting some furniture come see her. She was very knowledgeable and was great to work with. We are very happy with our purchase.

Good selection, fair pricing

My in-store order was placed on June 11, 2023, paid in full. We were told it was all in stock and would be delivered in 7-10 days. We were told the other day, (when we contacted them) that everything was on backorder and the estimated delivery was July 1st. No one has contacted me. Very disappointed! The salesman won't even answer his phone. Today is June 26th. Monday, June 26th, my husband and I went to the store to cancel our order since no one answers the phone. Spoke with a manager and he stated there are till have phone issues. We explained why we wanted a full refund. He was processing the refund and I'm still waiting for it to show up on my card. I've tried calling the store to speak with anyone to see how long it takes for the refund to be applied, but no one is answering the phones. It directs you to text them, which doesn't work. The salesman won't answer his phone either! Why give us a number when you're not going to answer it. You can't say you're busy because that store parking lot is always empty... SOMEONE PLEASE ADVISE ON OUR REFUND!!! Friday June 7th - STILL NO REFUND!!

Great customer service. Especially, ask for Jacob

I had a wonderful experience today. I put this off for a year probably because I hate buying furniture. Krys Stringfellow is absolutely amazing to work with. Very knowledgeable and not pushy like some I’ve dealt with in the past. Amazing experience and very excited with my purchase.

Great experience. Quick and easy.

I had furniture delivered almost two weeks ago. I have made several calls and left messages. They need to replace my daughters vanity bench and two knobs for her dresser.

So on this particular day I went to many places to look for a recliner/couch. That is location there were alot of leather choices. That really limited my options. Some could have had different upholstery as an option but most did not. Also I would want to feel that fabric before a purchase not just touch the exact copy but leather. Pricing...eh...not alot of deals at this location. No red tag items, not that big of a deal just thought I would see some discounted items. Your quality on most items were great. But the pricing did not match up to that quality on some of your items. Cleanliness, the walk in lobby just inside the outer doors was full of leaves and debris. Staff, very friendly, enjoyed stabbing and piercing the furniture to show me the self repair that particular recliner had. Ppppssstttt....it didn't self repair...I saw the huge gash in the arm! So overall yeah....unless you had a special deal like 40% off all items....I wouldn't go here. Now with that said, you are located in a high end area. I think it'll be foolish to have promotions or door buster deals cause the people in that area will pay for what they like no matter the cost, but you run a risk alienate us Lil folk that live just south of Cool Springs/Brentwood area. If money wasn't an problem, yes...I probably would buy something from you. You had some good quality items there! 👌

Well it’s been 1 month and my order has not be delivered yet. They tried delivering in their “2 week window” but I never got a call from the delivery service. Then they scheduled 3 more deliveries. Finally on the third call they told us our bet set rails have never been in stock! Still awaiting the rails to complete the order and no one has tried to reach out with an exact timeline or to rectify the problem. Considering this a full king bedroom set you would think the urgency to get something would be present. Instead I have to keep calling them for updates.

Staff friendly & helpful. Angela was very knowledgeable. Ashley furniture does have a $400 delivery fee though.

They were great to work with, and very personable.

Very friendly and helpful! This is only one piece.

Blaine, the Assistant Manager was wonderful and Professional and knew every detail about the office furniture I needed. He even recommended things that I didn’t even know that I needed and showed me how they would look.. I’ll definitely be back and tell everyone to ship there. Thank you Blaine.

The sales representative provided exceptional service, and the overall purchasing experience was satisfactory. However, the positive aspects cease there. Delivery: Upon receiving a sectional sofa over two years ago, we encountered an issue where one piece was missing during the delivery. Fortunately, they promptly refunded the amount for the missing item. Nevertheless, this incident sheds light on their delivery-related shortcomings. Quality: Regrettably, the sectional's frame suffered a breakage due to its substandard quality. Since the warranty period has elapsed, we are unable to request a replacement. This serves to exemplify the limited durability of their products. Warranty/Insurance: The insurance they offer, in reality, proves to be ineffectual and misleading. It fails to cover various concerns such as stains, furniture damage resulting from poor quality, and issues with seams or stitching. Consequently, not only did we pay for furniture of subpar quality, but we also caution against investing in their deceptive in-store insurance.

I was told I would be contacted about setting up delivery time the day after my purchase… day three and no one will return my call

We cannot get consumer support or return phone calls regarding our order

Staff was helpful while not being pushy.

Douglas Diedrich who attended me was very kind and patient, he helped me a lot in my choice. I’m extremely happy with me experience there.

Amazing couple experiences with our Salesman Jacob!! My wife and I went into the store a couple months back, looking for a dining room table. We didn't show serious interest in buying that day, however Jacob walked us through every option he believed might work and explained why. He listened well and assisted us with pure kindness and professionalism! We didn't end up buying a table from him, but we still remembered his intentionality. FAST FORWARD: 2 months later my wife and I are moving, and are looking for a completely new bedroom suite. We searched Ashley online and found the exact one we wanted, we went into the store to make the purchase, and were delighted to be assisted again by Jacob! (We were fully hoping to see and work with him again!) What started out as a complicated and seemingly unsuccessful selling attempt of a $600 dining room table, turned into an easy $6,000 bedroom suite sale! Jacob took the time to care about the little things and we couldn't be happier that he was a part of the larger purchase!

Go see Nate! Great guy with a ton of knowledge. He took the time to show us around while presenting multiple options in response to our feedback. Gary, one of the managers, is great too - very friendly and always ready to let Nate wheel and deal. I will definitely be back!

Our sales person Douglas made the experience easy and seamless.

(Translated by Google) excellent attention (Original) Exelente atenciones

Deondre welcomed us into the store and explained the store layout. After we looked around for a while he came back to check on us. We were looking for a particular sofa and he took the time to help direct us to the right one for us. The experience was great, super simple, and low key.

The salesman was fantastic but since then it’s been a nightmare. We first received our couch mid April and 4 out of the 7 pieces didn’t work or had tears on them. We finally got those replaced but one of the replacements had a rip in it also. The delivery try guys took pictures of it and said someone should reach out to us to get it replaced as well. We didn’t hear anything for a few days so I called and they said they didn’t have anything on our account for the damaged piece. They took the information we had to send in more pictures and they said someone would call us to get that replaced. A few days later we received a package from Ashley. It was the fabric to replace it on the piece that was damaged. We called to see why we received that. They told us we were supposed to call when we received it and they would have a tech call us and schedule an appointment to replace it. No one ever called so we called back a few days later and they said we had to call a number and set up a time with the tech. We called the number given and left a voicemail about 5 times. No one ever called us back. Then one of the recliners stopped working so we called to let them know that had stopped working and our other piece still hadn’t been fixed. She started that they had tried to call us but we didn’t answer. We asked her what number that let called from because we did not have any missed calls and she couldn’t give us that information. She gave us an email to send pictures of the damaged pieces. We sent the pictures immediately and have not heard anything back. This was not a cheap couch. We spent almost $9,000. I have never had such a hard time trying to get my furniture in one working not damaged piece.

Everyone there was so friendly and nice they helped me out so much. I went to like 4 other places before them and was getting irritated. Then when I went there they let me look at all the mattress on my own and then came to help me and offered me water and gave me discounts. 100 out of 10 recommended.

Krys worked with me on finding the right bedroom furniture for my needs. She was excellent!

Personable people! Educating not selling, great experience! Thanks Nathan!

Adam was phenomenal in the buying process!

Good salesmen at this store

Adam was great. Quick and helpful and a pleasure to chat with.

My grandmother bought an electric recliner and was told the date it would be ready. I got a text with the pick up address around that original date. Husband went to warehouse it was not there. Followed up with salesperson who was very rude and basically said we were stupid for going and was very condescending and disrespectful to my 85 year old grandmother. The new date was two months later. My grandmother decided to wait it out. It was not ready at that date. Waited another week. Got text that it was finally at warehouse. Husband called to schedule pick up. Schedulers were rude and unorganized. We finally got the chair. The leather on top left corner is not tight so is buckled. Otherwise it is fine and my grandmother is happy with it, but very frustrated with Ashley Furniture. It would not have been that bad, had the employees been more professional and knew how to relay information and handle unmet expectations.

Great experience!!

Angela and her manager were very helpful and gave us excellent service as we purchased a new loveseat.

William/Dane was amazing!!! He was so personable and welcoming. He treated myself and my family with the utmost respect and did not judge us by the color of our skin but by the content of our character. He went above and beyond to meet our needs and I am so grateful that we were able to find the perfect furniture for our home and remain in our budget. We look forward to making more purchases with Ashley furniture and William is definitely invited to the cookout!!!!

Everyone was great! My Salesman Deondre was professional, patient and kind. He assisted me with the selection of my furniture. Thank you All and thank you Joe!!

Adam was very helpful , attentive but not overbearing. A pleasure to work with .

Faith was amazing!! She was beyond helpful, honest, and knowledgeable! I told her roughly what I was looking for, she showed me options and I ended up buying a sofa, oversized chair and ottoman that I can’t wait to get! Thank you again to Faith!

Horrible customer service, after you've ordered. Hope you get what you ordered, otherwise good luck getting it resolved. 2 of the 3 items we ordered arrived damaged and getting customer service to fix/address the issue has been a nightmare and after a month has yet to be resolved. Customer Service will tell you to call the store while the store will tell you to call the other line.

Adam and Chris were extremely helpful when finding my first sofa for my new home. Nothing but AMAZING things to say. Will recommend Brentwood Ashley Homestore to everyone I know in the Nashville area!

I do not recommend Ashley Furniture. We purchased a sofa and love seat both electric and 100% leather. When we got the delivery the loveseat was busted on the inside. The driver showed it to us after he brought it inside our home. The wood was just broken completely into. They didn’t advise us of this UNTIL AFTER they took it out of the box and brought it INSIDE our home, even though they saw it was majorly damaged outside at the truck. They actually told us just keep it and sit on it, just don’t recline it until your exchange is delivered and swapped out. We decided that we just wanted a refund, just on the damaged loveseat, we still wanted to keep the sofa. We were told NO by customer service because it had actually been brought INSIDE our home they could not give us a refund!!! You are kidding me! It is completely busted right out of the box and YOUR delivery guys still brought it inside our home and even told us to just keep it until an exchange could be done!!!! Sounds like to me Ashley is telling their drivers to get that furniture inside the home no matter what, just so a refund can’t be done!!! NEVER EVER again will i order from Ashley and i will tell EVERYONE i know to NOT buy from them!!! EDITED TO ADD: This was the Brentwood TN store!!

If I could give a big fat goose egg I would. When ordering our couches our salesperson said that if we order the large one we could go down in size but don't buy small because you cannot get a larger one. One sofa and chair was delivered. The driver took one sofa back because it was messed up. When the next sofa was delivered my husband told the driver it didn't look right. When I saw that it is too big for the area I called customer service. They couldn't help me. I tried calling the store and was hung up on twice. No one answered. I went the following day to Ashley and customer service guy put in a return and told us the difference would be in store credit. Two days later we get a message that they will not accept our return. I found out that it is an AI bot that sent us the message. I took time off the following day and drove there and asked to speak to the manager and a guy said he was and gave me his name. I said that name doesn't match the name in the wall and he said, "I wouldn't lie to you". I told him we wanted to exchange for a smaller sofa/chair. We were told we had to wait for the person named Bri...supposed real manager. My husband went when she was going to be there and she didn't show up for an hour. She said she couldn't do anything and to call customer service. I am now stuck with a sofa that is too big for the area. (We measured ahead of time too.) Do NOT go to Ashley. They lie and take your money.

Excellent service. William Smith was knowledgeable, helpful and really a delight to work with.

Worst customer service EVER! I bought a mattress from there. I filed for the offered warranty and they initially said they would not honor the warranty and I had to go to the manufacturer. I called the manufacturer who said the retailer was responsible for the warranty. Then I called Brentwood store back who said they would honor the guaranty and asked for pictures. Several weeks later after no response I called and they said they closed the ticket and were not going to honor the guaranty after they told me they would. I will NEVER shop at Ashley Furniture again and Definitely never at this store in particular.

Absolutely do NOT recommend ashley unless you wish to waste your time and money. Spent $5000 on a couch that was delivered broken. Not damaged… an entire backrest of the couch is completely broken. Scheduled service to come “look” at the damage, they never showed up. Awful customer service that is truly unhelpful in resolving the issue… and we still have a broken $5000 couch.

Absolutely do NOT recommend ashley unless you wish to waste your time and money. Spent $5000 on a couch that was delivered broken. Not damaged... an entire backrest of the couch is completely broken. Scheduled service to come "look" at the damage, they never showed up. Awful customer service that is completely unhelpful in resolving the issue... and we still have a broken $5000 couch.

Jake was an awesome salesperson. Was not pushy at all and answered all my questions

Deondre is amazing. He works very hard to get you exactly what you want. He was very patient with my ever changing mind

Tom Cass is wonderful to work with!

Adam was enjoyable to work with and was very helpful. Thank you for your attentiveness and kind spirit.

Jeff was awesome!

Worst customer service I’ve ever experienced. They delivered the couch in 3 days but it was broken. When I called to get it replaced they said it would be 20 days before someone could come out to look at it. The manager refused to take my call and the sales rep was rude the entire call. It’s as simple as grabbing one of the pieces I need from the warehouse. In fact I know they have some because I saw the number of pieces that were in stock when we were checking availability. I spent $6,000 on this couch, the least they could do is take my call. Don’t go to this store. They will not take care of you once you purchase.

DONT BUY A COUCH FROM HERE. We bought a $2,500 couch. Looked good maybe for a week. IN LESS THAN A YEAR, It’s pulling and it’s broken literally from us sitting on it. No kids (yet) and we have dogs but don’t go on the couch. This is the worst couch I’ve ever owned. We also had are delivery a month behind and they delivered the wrong side. We got $100 off. Not worth it. Paying this thing off is mortifying as I want it gone now. I will be going ANYWHERE else for a couch besides here. Terrible.

Delivered defective and broken nightstands. Will not return the items, have to wait for a repair person to decide if it's repairable then he can replace. I don't want a replacement just a refund.... :-( k read the poor reviews before I went into the store but disregarded them thinking that people only write reviews when they have a bad experience. I should have not bought something or even went in! The quality is not there and the company certainly does not stand by its product.

We had time to look around with out pressure. Once we needed a salesperson, we were helped with all of our questions being answered. The purchase process was quick and straightforward. We are very happy with the experience.

Excellent service and the associate went above and beyond to help meet my need, highly recommended!

My husband and I came in to look at couches as we were in the process of buying a home. Blaine and Chris, really everyone, were so helpful and friendly. We had a really great experience buying from this Ashley store. Thanks!

Krys was a phenomenal sales person. She listened to our needs and anticipated what would work best for us. Thank you, Krys

very friendly and professional. worked with us in every way possible in choosing the perfect sofa set

Jacob was fantastic, will definitely be coming back in the future!

Our consultant was fantastic. She was incredibly thorough and went to great lengths to find something my husband and I liked. However, price became an issue for us. The price posted on the item and the final amount charged to us was $200 more than the listed price online. I did not realize this until we had already left the store. I quickly called and told them the situation. I was told “oh, we do match online prices.” The man who answered the phone was polite and proceeded to arrange for a refund of the difference in price following delivery of our purchase. Overall lesson- never agree to a price without checking their website first.

Great service Angela was absolutely fabulous

My wife and I had came in a little later in the day, you could tell it was the winding down part of their day. The various employees were a great help, was very patient, letting us ask questions, and also giving us time to deliberate/view items in the store. Did not force a product on us, or tried to make us buy anything extra we did not want, only gave relevant good information when pitching an item that seemed of interest to us. If you arent used to sales type employees, these people were friendly and not intimidating. It also helps alot to have an idea of what you want if you are not used to salesmen/women.

SCAM ! SCAM ! SCAM! This place is full of the biggest SCAMMERS! Folk, please check the price online before buying something from them!!!!!

Nathan was awesome. The purchasing process is super quick and easy as well. Definitely recommend Ashley Furniture in cool springs!

Nathan Devine from the Brentwood store was very helpful and patient. He recommended different options and helped me choose the perfect sectional sofa for my small living space.

You will never get your furniture!!! Delivery dates are never met.

Great people, great experience thanks 😊 I recommend this place!!

Worst experience ever! I am getting this survey 7 months post order if that’s any indication of just how terrible communication and customer service is between store, warehouse, and call center. Items arrived super late, were broken, and delivery/assembly personnel (that is extra cost) horrible. I will likely never purchase another item from Ashley. I had rather pay more and go elsewhere.

CAITLIN WAS PHENOMENAL!!!

Jacob was extremely helpful

I received the best customer service that was highest possible given to me from Blaine! So far, even though it takes me forever to decide, Blaine helped me with info so much to help me. I am excited for when it gets here!

Initial order process was messy. Product arrive Damaged but replaced. Lost order for $400 worth of pillow. Phone calls at store go unanswered. Customer service is no help either. Save your money and time- don’t shop here!

Couldn’t have asked for an easier process. Very helpful and friendly staff. Just what we were looking for.

CHELSEY was a pleasure to work with!

Bought a living room set less then 2 years ago. Immediately the love seat's electrical system didn't work. Itt was replvaced. Within 6 months, the right side of the love seat collapsed. After a few months, they came and fixed it. now the left side has collapsed and we are getting the run around about fixing it. We paid for the extended warranty and still no help. Do not buy from Ashley, they do not back their products.

Worst customer service ever! Paid cash and had to wait month after month for furniture. Delivered half of it, cancelled part of order, lost pieces, the list goes on and on! Would never buy from them again!

Tom spent the better part of 2 entire Saturdays working with my husband and I to help us get the best deal on 2 living room sets, bedroom set, mattress, and dining set for our new home. He was so patient, friendly, and gave us space to look around without feeling pressured. He was absolutely amazing and loved every second of working with him!

Great experience !! Picking furniture out is really not fun, but almost a like chore . I want to thank Jeffrey in sales ( rate him 5 stars) . Excellent job, we are extremely happy

I came to look at a sofa in person that I had seen online. Nathan was incredibly helpful, allowing me to look around and occasionally checking on us. Once he knew what couch I wanted he went out of his was to beat the online price and made the purchasing process simple and straight foward.

DO NOT SHOP HERE. DO NOT BUY FROM JEFFERY STOFKO (sales associate). I came into the store last week and was assured that my mattress and couch would be delivered on this coming Tuesday - they are now saying that they DO NOT KNOW when it will be delivered, but it will be at least over 2 weeks from the stated day. Jeffery also gave me a fake phone number to call if we had issues - the number is not in service. I am now trying to cancel my order and they have passed me through 5 customer service representatives, each stating the next will be able to help. I just want my money back so i can buy furniture elsewhere and they are not allowing that. I did not want to believe the other negative reviews but this place is disgustingly predatory.*EDIT* in response to the comment from the store employee, I emailed and texted two days ago and have not heard back. Horrible.

Update 7/21/23 Still can’t get anyone at Ashley Furniture to repair our sofa. Tried for a couple weeks to talk to Customer Care & just got a recorded message that they were closed. Gave up for a while & tried a couple weeks later only to be told by three Customer Care people that their system was down & try calling again …basically, the beat goes on with this company. Will try to physically visit the store where we purchased it & see if we can get someone to assist. Not getting my hopes up 😡 Update 6/20/23 Received the fabric from Ashley Furniture for the repair but can’t get anyone from Ashley’s Customer Service or even the store itself to call me to have the repair made. For two weeks, I was calling & the message was they are Closed!!! Now, I leave messages at the Cool Springs store & no one returns my calls… just despicable!!! I tried calling the furniture repair center company, but they can’t do anything without a faxed Work Order from Ashley Furniture. Avoid this company like the Plague!!!! 😡 Update 5/31/23 This company is just the worst to try to contact & get anything done! Our sofa arrived damaged & we had to wait several weeks for a repair person to come & look at it & then determine that the sofa needs the whole backside (fabric) replaced. Repair company said they would send report to Ashley Furniture who would contact me, which they didn’t. I waited two weeks & no contact from them. Called them today & they keep you on hold for more than 35 minutes just to get information & then say they will have fabric sent to you & when we receive fabric we have to contact Ashley Furniture again so they can contact Furniture Repair people to contact us & schedule repair again. I already know we’re looking at at least July according to repair person from first visit, probably longer now, to get this resolved. I’ll update again when the repair is accomplished. Bottom line, stay away from Ashley Furniture. You cannot even call the store where you bought the furniture to try to get a local person to assist!!! That’s a red flag 🚩 right there! ———————————————————— Extremely disappointed in the lack of communication after the purchase of our furniture. I can see why they were vague about the delivery date. They kind of give you a date, but then don’t stay in touch with you to let you know they are delaying your delivery!!! I have to call them myself only to be told once again it’s going to be delayed. I wouldn’t recommend this company for that reason alone. I shudder to think what horrors lie ahead once we finally get our furniture. Don’t make any plans for the furniture to be there near any holidays either! Just not reliable. I feel like they just lie to you when you buy knowing full well they will NOT deliver on time. Still waiting…

Caitlyn and Joe were awesome! We appreciate their effort and time to help us get the couch we wanted that fits our family. Caitlyn went above and beyond to make our experience at Ashley a great one! We will definitely shop there again. Thank you Caitlyn and Joe!

Jeff… Knowledgeable and professional

Manager Joe and Jeff were so patient all the time and helped me patiently for my furniture shopping and i was so happy with the customer obsession in this store :-) They stayed an extra hour for me to assist and complete my purchase. Joe was very helpful in showing every piece of furniture and giving me the detailed information along with warrenties. I wanna visit again and again to this store.

DO NOT BUY FROM HERE! I bought a bed in November and still can't use it because they brought the wrong size bed slats three times. They hang up on you and say no refunds. It has been over 3 months and I wasted all this money on something that is unusable. Please do not spend your money here because it's not worth the trouble and loss of money. They won't even return a bed they didn't deliver in full. I think this business should be reported to the better business bureau too because this is such an injustice. I'm not the only one they're doing this to either as evidenced by the other reviews. This is sad honestly that they can do this to people with things as important as a bed. This is messed up, you spend your money here and no matter what they do wrong they just say no refunds even if they don't bring you a full bed you can use. Idk what to do at this point but feel like a sucker.

Sale team was ok. Delivery medium at best. Guys were nice, but didn’t seem very well trained. First delivery missed delivery time threw out the scheduled time and ended up a little over an hour late the first delivery. There was a mistake in the paper work so can’t blame delivery guys for full box spring not fitting a queen mattress. Called the store and ended up stopping by there on the way threw later after not getting a return call. Said they’d make it right. Second delivery went ok. Within the scheduled time. But they didn’t bring a box spring. Tomorrow will be a week without a peep on resolving the issue since last delivery or a week and 3 days now since it was an issue. My advice would be check reviews of other places to see if anyone provides better service. Then again this may be the best it gets in the world today. I’ll never purchase again and may not even return to resolve the issue. Will probably be less stressful to just take the loss and move on.

DO NOT BUY FROM THIS COMPANY!!!!!! I LEFT A REVIEW 2 MONTHS AGO AND NOTHING WAS BEEN RESOLVED. I AM DEMANDING CORPORATE TO CONTACT ME IMMEDIATELY. I HAVE BEEN WAITING ON A COMPLETE FURNITURE SET SINCE I PLACED THE ORDER IN 2021. THIS IS BEYOND UNACCEPTABLE. I HAVE MISSED COUNTLESS HOURS OF WORK WAITING ON YOU TO DELIVER WHAT I ORDERED- INSTEAD I GET BROKEN ITEMS AND WHEN YOU SAY YOU'LL BE HERE BEFORE 12PM, YOU ARRIVE AT 4PM INSTEAD- SO I HAVE MISSED ALL DAY OF WORK WAITING ON YOUR COMPANY. MULTIPLE HOURS ON THE PHONE WITH CUSTOMER SERVICE AND ALL THEY SAY IS IM SORRY ILL SEND ANOTHER REPLACEMENT OUT BUT WHEN YOU SENT THE REPLACEMENT OUT- IT IS BROKEN!!!!!! GIVE ME MY COMPLETE BEDROOM SET AND REFUND MY MONEY!!! I SHOULD ALREADY HAVE MY MONEY REFUNDED BASED ON MY HORRIBLE EXPERIENCE WITH YOUR COMPANY!!!!

They are the worst! We bought a dining table from them, paid 100$ for delivery and they delivered us the table with missing parts and left the table on our house floor. They scheduled several times to deliver the missing parts and they canceled on us every time.First of all, we have jobs to do and we cannot stay at home for your delivery and you just cancel on us every time. Also, I followed up with them both going to their store and calling their customer service. The only reply I got was "we're so sorry that you had this experience. We cannot do anything about it". How come you were so helpful when we wanted to buy the table and just ignore us now in the time of trouble with your own product?

Even after the 20% we negotiated an extra 5% on kt to come home and realize we could get the exact furniture a lot cheaper online with no haggling. After several back and forth conversations Ashley finally matched but it's been 3.5 weeks and we still haven't been refunded the difference and it's very difficult to understand anyone who answers their customer service number.

I could not be happier with my experience with Ashley furniture. The sales person who helped me was very knowledgeable and informed . I will definitely be going back there in the future when looking for furniture.

Great customer service! Jacob went above and beyond to assist my husband and I. The showroom had great selection. Everyone, including the manager was super friendly.

I am giving this place 2 stars as I bought my couch about a year and a half ago when it was still hard to get furniture from anywhere and the delivery service went well. HOWEVER, DO NOT accept their offer of any sort of warranty on their furniture AT ALL. It is one of the biggest scams out there. They use a company called GBS warranty that is supposed to cover the furniture from rips, tears, stains, etc. and they will promise it’s super easy to submit a claim. I have only once ever submitted a claim to have a couple stains cleaned. They had a tech come out and as soon as I told him there were stains on both the couches, he was no longer interested in cleaning them and told me he would just have replacement cushions ordered. Ok, no problem. Except a month goes by and I hear nothing. I call into the warranty company and they tell me that the tech stated he cleaned the couches as best as he could (a lie) and that I said I wanted them replaced due to odor (I did not say this), and since they do not cover for odor, that my claim is denied and any attempt to submit a new one has resulted in the service rep over the phone acting like I am the one trying to pull a fast one on them. HELLO?! I PAID YOU FOR A WARRANTY. Avoid at all costs, and if this doesn’t sway you, read the consumer reports on that company and you will see a million of the same reviews.

Shayne is the best salesman, very knowledgeable and personable! Thank you for such an easy breezy furniture shopping experience.

Excellent service from Salem and to the delivery of my merchandise. Satisfied.

This is, by far, the worst business I have ever interacted with. I spent $9,000 with this company. To date, I have called over 20 times to get my furniture rescheduled because they cannot seem to get the delivery address correct. I have never written a review. Ever. If I were to ward anybody off, this would be the company. Incompetence to the highest level. 1/5 stars does not describe my experience with this company. After the furniture arrived, it arrived extremely damaged. Thus, the replacement of my $9,000 furniture has been a nightmare. Do yourself a favor and do not go here.

Jacob was awesome to work with. He didn't push us to other items we weren't interested in. It was a quick easy process and we found what we wanted.

Service was great. The only item I thought was a fault was that we were not greeted by a sales rep till got to the back of the store. After that it was great.

Jay( think that was her name)was absolutely phenomenal. I was really grateful for her taking the time to help me.

Caitlin was very helpful and very patient. She got us a terrific deal. We will be back and we will ask for Caitlin.

Shayne was my salesperson and he was great!!! I’ll look for him for all future purchases.

Great service, kudos to Jake

On-site purchase with the store representative was good. Not so great experience after as the delivery of my bed has been an ordeal! The first bed was damaged and the warehouse knew it but still sent me the bed and I had to refuse it. Then the warehouse sent another bed that was missing the hardware to put it together. The delivery guys left it stating the manager at the warehouse was going to call me to get somebody back out to put the bed together with the hardware that was missing but no call and they mark me as finished set up in their system! Then when you try to reach them their customer service I can’t get through to warehouse and they tell me all they can do is order me replacement parts that will ship to me in 7-10 days!! This was the first time and last time I buy from Ashley!

We got a dresser delivered with a damaged drawer in December. Then we were sent a replacement drawer a few weeks later that was the wrong color. We have sent emails that go unanswered, used the number to text with representatives, and have even gone into the store and cannot get anyone to remedy this. We have sent pictures as requested, sent the make and model number of the dresser to many people when they have asked us to, and we have used the chat feature on the website where we were told a technician would come today to look at it and no one has shown up or reached out to us. All we need is one drawer that matches the dresser and 3 months after we ordered it we still don’t have one.

Stopped in today, Dennis great as usual. Vey personable and true person, always love visiting.

Our experience was great! Shayne was awesome and made the process easy and smooth. Highly recommend Shayne! I was able to get not only a couch but a dining room table recommended by him!

Deandre and Bre were INCREDIBLE and showed me so many options based on what I was looking for that I ended up finding the exact right item and buying on the spot. It was an easy, incredibly positive and wonderful experience. I can’t recommend Ashley enough but Deandre, who worked the floor, was who I would go see. Just walk in, ask for him and you will be set.

Great customer service. Good quality no hassle.

Only reason I'm giving 5 stars is because of Doug. He was attentive, supportive, calm, and very nice. I walked into Ashley and there was about 4 other sales people standing around and when I walked in they walked the other way. I kept walking and browsing and here comes Doug all smiles and ready to assist. Doug got a major sale that day because of it. I think people need to stop judging a book by its cover. You never know what's inside until you open it. We had a devastation with the winter storm and lost it all. That's just part of our story and I thank Doug for being a compassionate and patient person in handling our sale. Thank you Doug!

We were pleased with the delivery men who delivered our zero gravity recliner. . They were on time, polite and professional. Thank you

Great experience. Very professional staff and management.

Nathan was great at the Cool Springs Ashley Furniture store! He was able to find two living room chairs within our price range that perfectly captured the “vibe” we wanted.

Beautiful show floor. Exceptional service. Quality products. Blaine made us feel like family from the moment we walked in the door. Personable, professional and knowledgeable. Great experience.

Angela was great, very patient and helpful.

Shayne was so helpful and patient with us. He showed us so many great options!

Browsers beware- this is a borderline hostage type situation. My mother and I went to Ashley in Brentwood on Saturday to browse for furniture for my a home I am building out of state. When we walked in, the sales associate approached us and gave us the speech, and I informed her the situation for us browsing. Immediately I saw the look of “you have got to be kidding me” disappointment on her face. She then said “well at least let me show you the clearance section so you can buy an accessory off me.” She then hovered and wouldn’t even let us browse the showroom- which is what we came to do- and essentially forced us to buy 2 glass jars from the clearance section. While she rang us up we tried to browse then she found us and said “oh good, I was starting to get worried” as if we had just left without buying any merchandise. After being strong armed into buying the jars, the payment process took 15 mins which is exorbitant for 2 glass jars. Then she said “you can’t walk out the front door with merchandise” so we had to leave through the emergency exit. It was extremely weird and I won’t be stepping foot inside an Ashley furniture ever again. I’ll buy my homes furniture literally anywhere else.

Adam Sedr was both knowledgeable and very professional on our sale. He was helpful with answering our questions and very attentive to our desires. He is a really fine sales associate.

I have had a HORRIBLE experience with Ashley Furniture. I don’t even want to give 1 star. I have ordered from them for years but I will never ever order from them again!! My husband and I order our original bedroom set in Oct 2020. We waited for the set to be delivered until July 2021 and they told us the set was discontinued. So we had to order another bedroom set. We have been waiting for a complete bedroom set since July 2021!!!!! I have called hundreds of times. We’ve scheduled hundreds of times for delivery and each time, they either cancel the delivery cause the item was damaged or they try to deliver a damaged item to us!!! We have taken countless times off of work to be here for deliveries that either cancel on us day of or arrive damaged!!! All I want is a headboard and footboard that is not damaged!!!! Ashley won’t give us our money back so we are stuck with waiting since July 2021 for our complete bedroom set!! We have spoke with the sales department and customer service department. Supervisiors don’t seem to help- they just schedule ANOTHER delivery of an item that gets damaged in the warehouse or on the delivery truck. I NEVER write a review. But I am today because I would never want anyone to experience what we have experienced. We will never order from Ashley again! All we want is our complete bedroom set and have this whole thing behind us.

Angela was very helpful without pressuring us. She was a joy to work with. She showed us several options and helped us choose a great sofa.

Very courteous and helpful.

Everything was great! Our sales person was kind and attentive.

I saw some furniture online and I went to the store to order it and the price doubled and they said they would compare the price and it was not like that, at the time of payment the price increased a thousand dollars more.

I bought a dining room table in March of 2022. It was finally delivered in September of 2022. There was damage to my table that I reported the day of delivery. I am still waiting on this stupid company to send out a person to fix it or declare it needs to be replaced. I have visited Brentwood store several times with this issue with no help. I also called Customer Service several times and they keep closing out the claim and making me start it over. They also claim we cannot do a refund. Buyer beware. I will never deal with this company again. They sure can take your money. They just do not want to fix any issues with their products.

EDIT: after being assured my couch would be delivered four days later the delivery truck showed up with a DIRTY white sofa. The delivery guy said he tried to get Ashley store to load a packaged new one and he was told “just try to deliver this one”. So Ashley knew this was a dirty couch and still tried to deliver it to me. DO NOT BUY FROM THEM. not worth the headache. I better not have to wait for weeks to get my couch into the warehouse now… Salesman was great to work with but like many, delivery was awful and their customer service lines are horrible. We paid $200 for “white glove delivery” and they didn’t deliver one of two items because someone didn’t put it on the truck. Best they can give me is a refund of $35 and delivery scheduled 4 days later. Supervisor of their customer service was unhelpful and hung up on me. Shocked that this is how you’re treated when you spend thousands of dollars on their furniture. Don’t buy from them

Return customer once again totally pleased. Angela was WONDERFUL!! Highly recommend.

Friendly, helpful

Excellent service snd staff...no pressure sales was An amazing experience.

Will never buy anything from them again! My daughter ordered and paid cash for living room sectional and child’s bedroom set in November. They delivered 2 pieces of bedroom set and said the other was on back order and would be here in a couple weeks. Long story short, January 13th and still haven’t received the rest of the bedroom set or sectional AND they somehow accidentally cancelled her order! Unacceptable!

Didn't have what i wanted but very helpful

Very personable and easy to select our purchase!

Nathan was courteous, attentive and answered my questions.

The buying experience was great with Nathan at the store. The delivery team was great. THE SERVICE DEPARTMENT IS HORRIBLE. I bought 4 pieces of furniture, despite friends telling me not to. The sofa and ottoman are great. The loveseat and chair 1) chair came defective 2) chair doesn’t have inserts for the legs 3) loveseat has two different size inserts, one of them being too small. I call for “service” and the man I spoke with made the process frustrating because I repeated myself four times and he still didn’t get all the issues correct. Then the following day (today) I get a text message requesting photos of the defective pieces/issues. Delivery took the photos and sent them in, and then set the furniture upright. I can’t lift that stuff by myself to take photos?! Then after the lady texting me gets the photos from delivery, she tells me we will order parts and to call a number. Doesn’t tell me an ETA. I don’t get a confirmation in email. So, I call the store #, and get directed to customer service that’s not in the store, and I’m told the parts come to my house and then it’s MY responsibility to call them back and schedule a craftsman to come and put the legs on my furniture. To recap, I ordered in January, moved to my new home in February, delivered March 7th, took half a day off work for delivery. Now, I have to wait 7-10 days for the parts, and who knows how long for the craftsman to come put legs on…. I‘ve been in retail management for 10 years, so I’m the most understanding about these things. I’m the most laid back… but boy oh boy, this is horrible. I should have listened to my friends.

You will likely be followed by relentless salespeople.

Went here to look for sofas. I had no budget, but I am restricted through sofa size. After roaming the selections here, I did not receive communication from not 1 salesman. I'll do business elsewhere

Could not have asked for a better experience shopping there. Our salesman was Nathan and I can honestly say he was the most kind, patient and helpful salesman I gave ever dealt with. I came home and told my husband any furniture purchases we make in the future will definitely be at Ashley's and definitely ask for Nathan.

Took over three months and three deliveries to finally get all the stuff I ordered.

The staff is great at this location. Adam is great salesperson who helped us choose the right dining table. He understood the requirement and took time to provide right suggestions while we were trying to figure out from the selection. Also, he was helpful in letting us know different price/financing options for the set we liked. We like what we purchased 2 years ago from Ashley and again this was another purchase.

The buying experience was great. Shane was helpful and patient, and has been doing his best to help with our issues ever since. Unfortunately that's not enough to make this hassle worth it. Long story short after giving them 3 months to get our furniture (it was going to be 3 weeks but we travel for work, so we gave them some extra time) we still have no furniture. They moved our delivery date 2-3 times, tried to deliver just the couch while we waited on the other items but the couch was missing a section. Now 10 days after the initial scheduled delivery date we gave up and will be cancelling our order. Please don't waste your time with them like we did.

This place is a disaster. After spending $6,000 I still don't have all of my furniture and they will not return my calls.

Never shop there. 1. They ordered the color couch. 2. The correct color was another month out. 3. I have spent hours on the phone between the store and delivery people. They still have not gotten anything right. The manager is useless. Just do your self a big favor go somewhere else.

Adam helped us out and helped us get exactly what we wanted!

The guys that brought the furniture were great. But overall the experience with Ashley has been terrible. Original delivery date was July 9th, it’s now almost Christmas. When the furniture finally arrived, half of it was damaged/had rips in it so now we are still waiting on half of our purchase.

FURNITURE DELIVERY WAS A DREAM!!! Mario and his brother (Reyley?) were professional in every way. They’re such great guys! They were kind and composed, assuring me that everything would be fine. (I’m such a worrier). It was impressive when they carried the furniture with such grace and ease. (I swear, they moved like dancers!) Furthermore, they assembled the bed with no problem whatsoever…WOW. They couldn’t have done a better job! THANX, GUYS!!!!!!

Unbearable experience. Furniture promised Nov 8 and it’s Dec 16th, 4 deliveries later still haven’t delivered everything. One delivery had broken pieces, two deliveries called the wrong number, waited 15 mins and just left even though we gave the store all the correct info. Salesperson never followed up so hours of time on the phone. DO NOT use Ashley. They say in stock and two months later no furniture. This IS NOT a supply issue- it’s Ashley poor management!

My experience was terrible with the store. I DO NOT RECOMMEND. The quality of the furniture is poor, there was a tv stand without shelves, the nightstand does not open the drawers, they did not bring a piece to fix the mirror on the dresser and when they assembled the bed they assembled it wrong, now the bed is wobbly. As soon as the furniture arrived, I called to request repairs, they took 3 months to deliver the part and when the technician went to do the repair, it was not the right part. Now I requested the part again and they don't deliver because I changed address and they said I lost the warranty.

Friendly, courteous, and knew exactly what we needed.

Great experience and very helpful!

Gave me a delivery date of a week and ahalf. Ended up 3-5 wks. Called to cancel and reached the service in Mexico which the connection was trouble. It was breaking up when they tried to tell me about my order.

Great place to shop. Shopped their products for a year. Found a salesman named Doug and he has been more than helpful.

All sales associates were very helpful and respectful. Nathan did a great job servicing our needs and taking care to suggest options and sales that were going on.

Good store experience. Still waiting for the order. Probably won’t purchase again if it has to be ordered

Angela was great. The couch was on sale, the showroom was bright and reasonably organized, the sale process was swift and organized. The problem was, our new address was outside their district, so we got a call that the sofa could not be delivered to our new address! Supposedly this has been checked before we made the sale, but someone somewhere goofed. Fortunately, I ordered the identical item at an Ashley Home Store near my home. But it's been an adventure.

Wonderful experience.

I went to the Cool Springs location and my salesperson, Nathan Devine, was absolutely amazing! His professionalism, knowledge, patience, advice regarding my choices and his expertise was very refreshing! Joe, the store manager, was very accommodating and friendly! A pleased customer! 🤗

Worst experience ever. Order a table back in October 2022 and it is now December 2022 and they have been to my home 4 times to deliver my order and each time pieces are missing. Joe is the WORST and has a horrible attitude and does not help his customers!

My experience shopping for and purchasing a sectional at Ashley was wonderful. Great selection and prices. Short wait for delivery date. Blaine Smith was super helpful!

This place is great! They have beautiful, quality furniture and knowledgeable staff that helped us choose the furniture that was right for us. Thanks to Jaie and Joe for your patience and expertise!

Angela went above and beyond and spent 4 hours with me and helped Me select the best pieces to furnish my entire apartment! She was so patient and so kind. I’m very very happy! She handled getting some items delivered to me in a few days has walked me through the process and what to expect. She’s A list for sure!

Very positive shopping experience. Got what I wanted and can't wait to sleep on my new mattress. Love our sales person Shayne and really enjoyed meeting his boss Joe. Everybody was very nice.

Great service and excellent discounts!!

If you have the slightest common sense then you will avoid this store like it's the plague. If you think you wanna take a chance cause the reviews are subjective then you will be extremely disappointed. The staff here surround you like the vultures you see on the side of the road. They will stalk you throughout the store until you commit to buying something. The furniture is extremely low quality. Straight from day 1 we were having issues. Wanna talk customer service after purchasing? Ha, good luck it doesn't exist. Stop supporting this horrible store. They need to go out of business.

Very pleasant, found what we needed

BUYER BEWARE!! If I can save just one person who reads this it will be worth the time! I waited 5 hours on a Saturday for two recliners to be delivered that were email confirmed. I then called to find out why the delivery window had come and gone and was told they aren't coming by someone in the shipping department. They said it was the stores issue. I called the store and they said it was the shipping department's issue. When I asked for it to be fixed and not blamed. Grace hung up on me. I called back a third time and Nathan said he would fix it by Monday. "I will be on this journey with you" he said. Monday came and went and no call from Nathan...not sure what "journey" he was talking about but certainly wasn't about getting me the recliners ordered or even calling me back as promised. Absolutely no one would give me the DM's number completely refusing to escalate anything. Finally, went to the store to cancel the order. Had to wait half an hour while six guys sat around and talked. After explaining the issues to Ryan he finally proceeded to "process" (as he put sticky notes on the computer??) my return not once apologizing or caring about the staff hanging up on people and never returning calls as promised. I assume after reading these reviews it's just standard practice. I left without any proof of the order being cancelled and was told it would be emailed within a couple hours. Three hours later and still no email. It's also "suppose" to be credited back within 7-10 business days. We will see. BUYER BEWARE! Go see Matt at RTG!

Doug was fantastic- very helpful- and understanding when we wanted to wander around ourselves- great experience!!!

Douglas was amazing! Very professional. I highly recommend if you’re looking to find exceptional customer service and product knowledge go to the Brentwood location!

Great experience and the sales rep Nathan, and the General Manager were top tier great people!!!

It won’t fit. There is to much to complain about.

Never again! They don't stand behind their policy and the sales associates give false information. I recently accompanied my mother to purchase a mattress at Ashley furniture. My mother chose a mattress and moved forward with her purchase. The associate tried to sell her a $400 mattress cover (stating she had nothing cheaper, which was a lie) and explained that if she did not purchase the cover it would void the extended warranty. However, she would still have a manufacturer warranty and a 90 exchange policy. My mother opted to not purchase the protector since she had one at home. After much discussion the the sales associate assured myself and my mother there was a 90 day exchange policy if the mattress did not work for her due to back issues. Also, no paperwork was reviewed or given to us about policies. Well, the mattress was delivered and within a week my mother could barely walk her back hurt so bad. She notified Ahley immediately and was told they would not exchange it without a mattress cover being purchased. This was escalated and then we were told they would send a tech out to inspect the mattress prior to exchange. Ashley never reached out to confirm tech appointment. Fast forward another week and 3 additional phone calls. My mother, myself, and my husband went to the store where the mattress was purchased. The sales associate who sold it to her said "oh, I don't even know the policies they change so much". After some conversation it was determined they would enter a ticket to exchange the mattress since the call was made within the first 30 days. We were told they have to exchange anything within 30 days. Here we are another week later and after 4 additional phone calls we have been told customer service has denied the exchange. My mother can't sleep in her bed and they are willing to do nothing. Everyone has lied and no one even knows the true policies of the store. They certainly were never discussed with us! We now have no choice but to reach out to the BBB and then move forward if needed. Absolutely ridiculous!

We have had an open order since June 3, 2022. Every time they say the item is about to be delivered it is cancelled two days before delivery. We have gotten the runaround for months. The first delivery was damaged because their shipping company didn’t pad it in the truck and it got beat to hell. Same with the second attempt. That was 3 months ago and we are still waiting for the item. They have our money and we have nothing. Do not buy from this store.

Beware we purchased a sofa and the delivery date continues to be moved up multiple times and have not received it after nearly 2 months, purchased in September with October delivery date, then that was moved to early November then told employees broke it when putting it in the truck so had to be reordered . Promised a new date of November 15th , and received a text notification that it was on its way, when it didn’t arrive the store said it was rescheduled again . As of this posting still not received.

Worst furniture company ever! I bought a couch from here less than eight months ago, the material on the couch has already started deteriorate, massive piling and fraying on all cushion and arm rests. I started calling in August with complaints after just five months of having the sofa. Replacement parts were sent in a timely manner but the WRONG pieces were sent. By the time someone actually returned my phone calls the sofa was discontinued (not shocked with the poor quality) and they stated they no longer would send me replacement pieces. I paid extra for the extended warranty, which they declined my claim as it wasn't an "accident" to the furniture and then Ashley of Brentwood stated that the fabric was not covered under my 1-year warranty. So I'm left out of pocket $2600 with a sofa that is falling apart less than year from purchase. DO NOT DO BUSINESS WITH ASHLEY BRENTWOOD OR ANY ASHLEY STORE. HORRIBLE CUSTOMER SERVICE. HORRIBLE PRODUCTS.

Ordered furniture from Ashley may 2022 . Arrived November 12 several failed delivery attempts. Store doe not know how to communicate with delivery. Lies on delivery dates . Then fails to contact you when it’s in route. Purchased three separate sets with Ashley. Should have learned from the first delivery. Had to pick it up at the store. Second purchase did not arrive on said delivery date. Third purchase arrived after several failed delivery set up by manager. Will never again by Ashley. Recommend anyone looking for furniture. Go elsewhere. So much I had to get the BB involved to get our furniture.

Everything we have bought from Ashley has had nothing but problems on delivery. When I say everything I mean everything. Have purchased living room set . Delivery problem. Bed room set . Delivery problem. Purchased another living room set . Major delivery problem s so much I was ready to walk away. Will never purchase anything again from Ashley. As for sales person not a problem was great. Getting the furniture. Totally different story.

Angela was wonderful. The entire process was easy.

Adam was incredible and accommodating with my couch set purchase! Professional, kind, and funny throughout the transaction. Hard to believe it was only his second week with the company. The other employees were equally as friendly and helpful. Wonderful experience overall. I highly recommend Adam and the Ashley team at Cool Springs!

We had a great experience buying furniture with Shayne! We highly recommended going to see him.

My saleswoman was wonderful. The delivery team and customer service were subpar. I asked for a refund because the delivery team cut a tremendous hole in my sofa, so I refused the delivery. I called the store and was told the refund was processed and I would receive it in three days. Eight days later, I called again just to find out it was never completed. Won’t be shopping here again.

Unfortunately I had to give a one star bc that’s the lowest there is. DO NOT WASTE YOUR TIME OR MONEY ON THIS PLACE!!! They have the WORST CUSTOMER SERVICE ever and do nothing but make promises but it’s all not true . I’ve been waiting almost a year for my order…I want to the store and talk to the store manager and he promises me I will got the order next week and it’s been 4 week and I never received them I send almost $25k with them and I ask them to cancel my order but they. Want to take 10% of the orders because the manger said he have them in the store that’s y and it’s been 4 weeks and I never received them that’s my first and last time I will buy from them my order it’s from last year from Black Friday and still not here …..

Reasonably priced

Shipping wait time was awful. 3+ months. Store service was excellent and delivery guys were quick and efficient.

First priority - check the internet pricing against in store. We purchased a mattress which was advertised 400 dollars cheaper on the internet and offered free shipping. In store they were happy to charge a higher price and charge for shipping until I pointed out the internet price. The place feels like a scam the way the sales staff hover around all the time and then try and rip you off with higher pricing. After getting the correct price, I then had to put up with multiple people, including managers, trying to pressure me into buying extra items that I did not want. Ashley's way of doing business feels like being at a used car dealer. The whole experience was awful. Put your hard earned money somewhere that has more integrity.

Great service and great staff! Both of the workers who assisted us were very knowledgeable and helped us find exactly what we were looking for.

Very, very professional and helpful with helping me out in a furniture emergency!!

Doug was helpful and easy to work with. This is a follow up from my initial review. The delivery and set up didn’t take place as promised. Everything was to be delivered in one delivery and it wasn’t. I had to take off a second day of work for the last piece to be delivered. when that arrived, the delivery people lied and said they couldn’t attach the mirror to the dresser because it was the “wrong mirror.” I called the sales person, Doug Diedrich, who said they would look into it and get it taken care of and someone would call me back. No one ever followed up with me. I paid $340 (plus tax so about $375) for “white glove” delivery and set up and didn’t receive the service as promised. Don’t recommend doing business with Ashley. I will likely have to contact my bank to get the money back from them. Horrible experience to say the least and lost wages taking off work because of their ineptitude.

While the purchase experience in the store itself was great, I felt compelled to share my experience with attempting to get the furniture, which has been... Not so great. We decided to pick up from the warehouse as we don't yet live in the home to accept delivery. Ashley called us when the sofa arrived, and we scheduled a pick up for Nov 4th at 4pm. A few days ago we learned our truck might be available early so we called the warehouse to see if we could pick up early if needed. They don't answer the phone at the warehouse, it hangs up after 2 rings. We tried Ashley Customer service and were told that the pickup time cannot be changed. Ok... I guess we will go at 4pm. Today, on a lark, I decided to call the store and see if they could help us out. They said they cannot help with any item in the warehouse, but customer service can call the warehouse for us. I decided to call CS once more. This time I was told that I could fetch the sofa any time between 10am and 2pm and that the warehouse would be closing at 2pm. I explained that we had a pickup scheduled for 4pm. The CS rep said he doesn't know anything about that, and the warehouse closes at 2pm. Obviously I am now concerned with being able to make it by 2pm, so I called the store back. The store explained that sometimes the warehouse closes early, apparently despite having scheduled pickups, and they cannot help us with communication, please call customer service. SMH. Now we will be driving from out of town to the warehouse with absolutely no idea if we can get our item or not. In short, Ashley customer service has no idea what is going on and the lines of communication between them, the warehouse, & the store is a complete dumpster fire. This experience is enough to put me off future Ashley purchases, especially if I can't accept delivery of an item. If I manage to get the sofa, I'll be sure to update with how comfy it is.

Nathan did a great job, and made our furniture selection very easy. Greatly appreciated the level of customer service at this Brentwood location.

Jai was amazing. She helped me amd my friend find exactly what we needed. I love Ashley Furniture and have been using them for years.

Back in April 2022 we went in to the Brentwood, Tn. store and purchased a table and chairs. The table and chairs were on back order. When it was finally delivered it was damaged. Another table was ordered as a replacement. We get a call and a scheduled delivery. We waited around all day and no call no show. We get back in touch with the store and they apologize and reschedule for the following weekend. We get message that morning with. 3 hr window and even get a message stating they were 20 min out. Guess what No show!! I call the store and they say the table was damaged and never put on truck. They blame the delivery service. I call the store and talk to Bree and wanted a refund. After going back and forth she finally decided to give me $50 for my troubles but would not give me a full refund. So they order me another table. Get a message stating the table was in. I call the store to speak to Bree multiple times trying to see if I can just come pick up the table. She is always “busy” and will not return my call. We were told by another rep that we must have it delivered. So delivery was scheduled for tomorrow Oct 29th. We call the store today to verify delivery and they say oh it is now pushed out till Nov. 8. The truck is full. I have tried contacting the corporate office and continue getting disconnected. I am currently waiting on a return call so I will update this post once my issue gets resolved. This has been going on for 7 months and all I have to show for it is a damaged table and $50 credit. I will be calling the BBB on Monday! Update: 11/8/22 the new table was delivered. The new base was damaged. We had to swap the base out from the old damaged table. I will never purchase another item of furniture from Ashley furniture. Service is horrible from the top to the bottom. Spend the extra money and buy elsewhere.

We ordered a bed set with 2 side tables. It took 8 weeks for the first delivery attempt. They had everything except the side rails for the bed. They called to tell us this and cancel 30 min before delivery. I had taken time off from work and prepared the space to have the bed put together. The 2nd delivery was 6 weeks later. They arrived and started to put it together. Then they told us they don't have the slats and we would have to schedule another delivery. They left the bed frame and tables here. I looked at the bed and only 2 of the screws were in correctly. The other 6 were cross threaded and only in 1/4 of the way. The whole frame wobbled when you touched it. Then we noticed one of the drawers in the table had a rail that had fallen out making the drawer not work properly. Overall this has been an unpleasant experience.

These gentlemen I worked with were extremely knowledgeable and helpful. They were good listeners for my needs. I will shop there again GO ADAM !!!

Every person at the store was so nice and helpful. Nathan my sales associate was very educated and patient with me. Would completely shop here again and recommend to my friends and family.

Super helpful staff.

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Outstanding service from Shayne

Excellent service. This shopping experience was outstanding.

Deondre was very helpful and made the process a breeze! Would definitely recommend.

This has been the worst experience I habe with this place it was horrible they give you run around a Manger want speak to give u to a call center like they know what to do. Very disappointing this place should be shut down very bad service . Never will I do any business with them again. They have give me 5 days on when my furniture will be here and now they saying it going to take longer no I'm done. It sad when a manager can't talk to you they have to use call centers. I do not recommend this ace at all to any one

1) When I made the purchase I was given a date and the furniture got delivered 2 months past the original date. 2) The customer service line is just awful, the representatives are kind but they make it very clear that they don’t have any control over anything and they don’t guarantee any date they give you or anything they say, and 3) when my furniture got delivered the drivers damaged it bringing it in into the room. I thought I was going to get a phone call but instead I got this link to rate my experience. I’ve purchased a lot of my furniture from Ashley but their service has gone downhill over the years. Extremely disappointed, should’ve taken my money somewhere else this time around.

My sales person (Jaie Tiefenbrunn) was very nice and patient with me while searching for accessories for my home, even took the tjme to show me their clearance area where I found great bargins! Great shopping experience today!!

My order got delayed 4 times, It’s been 5 months and 20 days still haven’t received everything! Never had a worst costumer experience!

Customer service here sucks!!! I ordered a couch, love seat, and recliner on August 25th and was told delivery on Sept 15th. I call a couple days ahead of time to confirm and was told now delivery was Sept 27th. So today on 9/23 I call again to confirm, and was told Oct 4th. Mind you this whole time there has been no email communications to let me know of the changes. it's pretty difficult to coordinate to get rid of my old couch when I never know when the new is coming! This is absolutely ridiculous. I will be taking my business elsewhere! And closing my credit card with yall. Not to mention I gave yall a second chance after the last time I ordered and you only delivered half the sectional with no communication that's all we were receiving, till 2 weeks later when we finally got the other half. It won't happen again. I'm done!

Angela was a JOY to work with. She was very friendly and professional while giving us multiple design options. She’s one of the main reasons we chose to do business at Ashley’s. Highly recommend going to see her.

The salesperson was very nice and accommodating. He was moving furniture around the store so that we could evaluate how things looked together. Nathan made the process very easy.

Unfortunately I had to give a one star bc that’s the lowest there is. DO NOT WASTE YOUR TIME OR MONEY ON THIS PLACE!!! They have the WORST CUSTOMER SERVICE ever and do nothing but make promises they refuse to keep. I’ve been waiting almost a year for my order. Was told we’d pay once it was received, but they started charging us the day we ordered it. We’ve been paying on furniture we don’t even have for MONTHS!! Everytime they schedule to deliver they cancel and refuse to bring the pieces they’ve been holding in their warehouse FOR MONTHS!!! They are holding over half of my order hostage for one piece of furniture! And refuse to deliver or allow me to pick up what they’ve had in stock this whole time. We ordered this in December. They canceled our first order after it came in and gave it to another customer, then made us reorder and start over. Constant lies. Constant issues. Worst experience ever! BEWARE!!!! Twice in two months they promised to deliver and cancel the day or two before after I waited a month each time. And now I’m stuck with rails to a bed I can’t use and partial furniture pieces until THEY decide to ALLOW ME the rest of my furniture. Corporate customer service is useless and the stores don’t take responsibility for anything. They both deflect to each other to avoid having to deal with anything.

Our salesperson, Jaie, was super helpful and patient with us as we decided and then decided again! Grateful for a pleasant experience!

Jaie was a great help. I ended up not be satisfied with the pillow I bought, but that’s not her fault. She was SUPER friendly, knowledgeable and not pushy. Would go back to see her again.

Ashley was horrible! I had multiple delivery dates because they kept lying to me and telling me my order was done I made arrangements 4 times and I've been sleeping on an air mattress since January of 2022. Just like every other customer I've received a large refund but this still does not make up for the horrible business that they're doing. The sales team is so nice and friendly and everything after you swipe your card is the worst experience you could imagine one piece of advice would be to go to another furniture store. I think Ashley needs to close up shop.

They have friendly sales people who are knowledgeable about finishes of furniture and trying to find what you are looking for. The store was fully packed with rooms of furniture and they have good sales.

After looking on line at a number of Ashley offerings & imported goods on line, we went down to a local Ashley store to try a few out. The costs were comparable and nothing beats trying furniture out and getting personal service. Costs were in the ballpark and the products were great. Easy dealings at the store too. Recommended.

Loved the experience! Go see Jodie!

Great experience and excellent customer service! Thank you Douglas! Highly recommended!

Bought a $1,500 two person leather recliner in January 2021- due to supply chain issues, it wasn’t delivered until May 2021. In June 2022, chair broke (back tilting to the right). The mechanical part and the leather is just fine. Contacted customer service and even with the 5 year warranty plan that we paid extra for, they won’t even send someone out to look at it! Don’t waste your $$ at Ashley Furniture!

Zero stars!!! Do NOT buy from Ashley Furniture in Brentwood, TN… I purchased a dining room set there, and while our sales representative was very nice, the follow-through was terrible! I chose to pick up my furniture instead of being charged the $200 delivery fee and was confirmed a pick up date and location. On the pick up date we drove almost 2 hours one way to pick up a dining room table and six chairs. The pick up was confirmed on the day before. When we arrived to pick up our merchandise, only a portion of our order was there. The table was still in Tupelo Mississippi. We then had to leave the pick up location in Lavergne Tennessee and drive to Brentwood Tennessee to discuss the matter with the store. while discussing the matter with the customer service representative who was extremely pleasant, the manager joined our conversation and became very defensive. He instantly said his store did not give me inaccurate information but the call center did. My reply to him was that as a customer when I called the local store number I don’t know if I’m talking to a call-center or if I am in fact speaking with a representative from the store. He remained defensive throughout our conversation and actually on a few times rolled his eyes as we spoke. The customer service representative advised me that she would contact the Tupelo Mississippi location and have the table placed on the next truck to Laverne Tennessee. I was then advised that I would be contacted no later than Monday or Tuesday of the next week. Today, Wednesday, I still have heard from no one. I have called the local store at 615–690–4444 option 3 no fewer than 20 times today. The reason I have called so many times is when you call that number, the phone rings 10 times and immediately hangs up. I then called the same number selected option 4 which took me to the call center that advised me I could only speak to the Brentwood store. At this moment, I cannot reach the Brentwood Tennessee store and no one seems to be able to tell me where my furniture is. Keep in mind, I have been waiting on this furniture for five months. It seems that we now know the reason this store specifically has a two star rating on Google. Also, I think everyone should know that Amazon now carries Ashley signature furniture! The price difference from Amazon to Ashley is astronomical. It’s worth your time to check Amazon before purchasing from Ashley.

the furniture is nice but the absolute outrageous pricing for everything you honestly think it's a joke but they arent laughing. they insist you make payments and buy the protection plan to offset the cost and say it's no interest but from the pricing of everything, it looks like the interest is already factored into the price of furniture. pretty much nothing in the store is even close to affordable and having cash on hand doesnt help your buying power

Doug D. at the Franklin store, was fabulous to work with and we’re looking forward to getting our furniture soon!

Zero stars if possible!! Terrible incompetence! We placed an order and the wrong chair was sent- twice! We went back to the store to get the mistake corrected and we still received the wrong chair. Now we are having a hassle getting a refund and are told that we need to come back to the store AGAIN to receive the refund. Do not go to this Brentwood location!!

Efficient and easy to work with

The delivery men were fine. We got a couch and 2 seat love seat. The love seat has something on the left arm and the center consul. Looked white. as we looked further we noticed the back edges on the corners had some small rips probably due to poor packing, not sure. One of the delivery men called it in before they left. They are supposed to send someone out to look at it. The delivery man took some pictures and we did as well.

DO NOT SHOP AT ASHLEY!! This store deserves 0 stars. Look, I work in Customer Service, but this is ridiculous. If you see any 5 Star Reviews, its because they just ordered their furniture... give them a few months and they will come back changing that 1 Star!! We were assured our furniture would be delivered within 2 months. What a joke! I have called the Brentwood store daily (several times throughout the day) for the past week, it rings and rings then disconnects. They don't answer the phone because I bet EVERY SINGLE call is an angry customer demanding their money back! Customer service makes you hold FOREVER then when you get thru the phone system thinks you are complete!? SERIOUSLY. Definitely getting our money back as I DO NOT want to support this terrible furniture chain. Always read reviews before shopping some place like this... I sure wish we had!

The entire experience of shopping at Ashley's store was amazing. They have a lot of options, and the furnishing specialists, Douglas Diedrich and Jack Hancock were very attentive with us. They helped us to find exactly what we needed and what fitted into our budget! I 100% recommend this store! And surely I will return in the future!

I am editing my rating because of the poor customer service we have received. We purchased a tempura pedic mattress and a complete bedroom suit about 10k. We had our delivery of our mattress on aug 16 and our furniture and yesterday. The problem was they put the wrong side boards for the bed in the box. I was told by customer service that they would bring those this week to put my bed together. We paid for white glove delivery. My sales person said she would reimburse the fee. When you try to call the store nobody picks up. I was told today that they would not bring the missing boards until Tues the 30th. This to me is unacceptable customer service. I was told the manager from the store would call me but that hasn’t happened.

Jaie was very patient. My husband needed a pretty specific size and fit on a new recliner. With Jaie's help we found and bought what we needed. Excited to have it delivered soon

I ordered furniture in February, in July I finally got a text that my bedroom furniture was in and ready for delivery. I scheduled delivery for august 3rd. I had my old furniture removed. On the day of delivery was told an essential part of my bed was back ordered even though I was told everything was in stock. A partial delivery was made even though the order form they brought with them showed they had all items. A phone call to customer service and a visit to the store where I ordered the furniture from was told that they had the item in stock but because they were opening a new warehouse they were not sure where the item was. Was also told by the manager on duty that he was the sales manager and I would have to come back the next day to talk to the operations manager to deal with it. You all freaking work for the same company so why does it need multiple people to deal with the issue

I was sent a message that all of my items were in and ready to be delivered. I scheduled my delivery and got rid of all my bedroom furniture in anticipation of getting my new bedroom furniture. On the morning of my delivery I was called and told that part of my bed was back ordered even though the text said it was all in. The delivery receipt also said all items were in and nothing was back ordered.I took the day off from work and only received a partial order. When I went to the store I was told they had my stuff but because they were opening a new distribution center and they were not sure where my stuff was. The manager on duty said he was the business manager and I would need to come back when the operational manger was on duty. I ordered this bedroom set in February and it is now August and they are telling me I may get my items at the end of August. This is unacceptable as I have been sleeping on a mattress on the floor, took time off from work and who knows when I will get my items

Great sales rep! Delivered exactly when he said. Enjoying sofas. Would use Ashley again.

We placed an order for a sectional and ottoman on 5/29. Just $3500! They assured us it would be here on 7/9. I called when I never heard anything and then said 7/30. I just called again to confirm it hadn’t changed… well now it’s 8/13 before it arrives at the warehouse to be delivered. I wish I would have read reviews FIRST! Every single one you see says the same thing- They are not truthful about the delivery date. I get there are supply chain issues but be upfront about it. Likely will cancel our order to go to another furniture store. Ridiculous!!

If I could leave a lower rating I would. The customer service I received was terrible. I waited over a year to get my order and half of my deliveries never showed up and when they did I returned most of them due to damage. I will never get my furniture from Ashley again and I will jot recommend them.

Went and purchased a couch in the beginning of July 2022. The initial visit and scheduling seemed fine, but Jodie (the lady who helped us) neglected to fix our address like she said she would (she entered in the numbers wrong some how). I've tried calling 3 times today to fix it, but even though you CONFIRMED YOUR WORK PLACE HOURS AS BEING OPENED FROM 12-8 ON SUNDAYS, YOU CLOSED AT 3:30 JULY 24TH. I'm pretty annoyed and I just want to get everything fixed before everything gets delivered

Terrible! Six out of 10 chairs I have been waiting for since April are damaged. Delivery people would take pics, told me to call CS. They told I had to take pics and bring into store (they don't answer phone) I am 80 yrs old and taking pic and videos on phone is not easy plus now I have to make 30 min drive to show them problem which means the cost of gas plus hiring someone to care for husband while I'm gone. Your system is bad and not at all senior friendly.

Jack is the best salesman, highly recommended him!!

Judy is the best sales rep has a lot of patience and very nice . Great store to buy furniture

Our salesmen Shayne was awesome! Super friendly and not pushy at all!! Helped us find exactly what we were looking for after going to multiple other furniture stores!

BUYER BEWARE Recently my husband and I purchased a dresser from Ashley’s furniture. Big mistake! When we looked at the dresser in the showroom we liked the color and space but were unsure of the size and fit in our new home. After a delivery delay it arrived. Turns out it was too large and after paying over $1,000 + it turned out to be of poor construction. We had it less than a week and the bottom drawer would get stuck closed because the bottom had come away from the drawer front. For the price we paid We expected better. When we asked for a return or exchange they informed us they have a NO REFUND policy after delivery. Anywhere else you can get a refund as long as you have a receipt and it’s done in a timely manner. I don’t trust a business that doesn’t stand behind its products. I don’t recommend this store.

Went to look for a couch, ended up buying a chair as well. Cody was very nice and helpful. I will definitely go back to the cool springs location! Thank you!

I am disappointed in this company. I have purchased 2 other times from Ashley and had good service. I ordered in April a panel storage bed and dresser. Delivery and set up was selected. I understand delay in product because I work in sales. Every time I reached out to check on update I was told it was set to come in on a date then continued to get pushed out. No communication about the delay. Finally it was scheduled for delivery yesterday. Window 12:30-3:30…at 6pm we still received no word. The app continued to push the time out and said on their way. We had work so left no one 18 or older available here. I called and waited for 20 minutes to see if I could get an update, where the rep stated what was on the application and I explained it had been saying that for three hours. They finally arrived close to 7 pm. The installer did not have the tools available to put the bed together and then had to call his boss. The bed was missing the lights and usb kit. Also did not put together the dresser. I called today to sort out these issues. I was told the dresser is an unassembled item which means we would have to do ourselves. I paid 187 for delivery and set up. The parts missing have been ordered but will take 2 weeks and then I will have to call to set up appointment for the installer. I asked for a refund on the delivery because of late, no communication, and not being prepared. She agreed to give me back 50 then said she could do nothing because it was an online order. I explained it was not that I purchased in cool springs and provided a sales order. She said “mamm I have the sales order in front of me and I ensure you it was online”. I explained that she is looking at the wrong order which she was and then finally agreed to return the 50. Poor customer service!

Great help, good knowledge and good personalities.

Awesome experience! I came in really close to closing time with something specific in mind. Jay was kind and gracious and gave me the space I needed to make a decision. They were totally patient even though I was the last customer and clearly holding them up. Love the sofa I found and would definitely be back. Thanks!

July 3 about 5:30 pm. Do not come here. Literally 3 employees on a sectional on their phones and talking to each other while customers entered the store. They did not greet anyone or ask anyone if they needed help. Terrible customer service.