ashleyfurniturehomestore.comReviews of ashleyfurniturehomestore.com

I have had a sofa from them for 3 years. The sofa had a few manufacturers details that I got them to fix pretty early. However, I purchase the supposed 5y warranty that they offered at time of purchase, worst scam ever! Please do not buy this GBS enterprise warranties, they will do anything to deny every single claim and to make the process of making a claim difficult and then deny it anyways. Please beware of this company

I would never purchase one more thing from this company, after two weeks we had wear on the loveseat, we are two mature people with no animals or small children…. Getting anyone to even listen to our complaints is nearly impossible….my daughter was going to buy $3000 furniture from them, I strongly discouraged her….or anyone else that would consider buying from them…

12/23 we purchased a sofa and ottoman from Ashley Furniture in Nashua. We were sold the furniture protection plan which is supposed to cover you if you get stains on the couch for up to 5 years. We made our first and only claim to the company "Protect All" at the beginning of March when our puppy jumped up on our couch after stepping in poop. The company refuses to come clean the couch. They gave us the run around for several weeks (meanwhile we are not allowed to clean our couch per the policy so we cannot use it either). Now the company has decided that we are denied due to accumulation (except this was a single event and the only reason time has passed is they were not responsive). We contacted Ashley Furniture Nashua (Xavier Martin is the VP of Ops) several times over the last two weeks because it is their store selling the plans without a return call. Ashley Furniture is selling protection plans that have no intention of performing under the contract. Instead of returning calls they just ignore us. This is called Fraud. Buyer Beware. This is not a reputable company if they deal with suppliers that will defraud their customers.

The Ashley store will not honor the factory warranty. The sticking in the sofa is coming apart. Customer service is giving me the run around. VP of customer service is the worst. Talked with the store manager and said he would call back but had someone else do it. Very unprofessional

My wife and I purchased a dual reclining sofa from Ashley Furniture Store at the Sterling VA location. We purchased the sofa in mid-November, and it was delivered to us prior to Thanksgiving. One week later the control panel for the sofa button was stuck in the on position and would not release. We unplugged the sofa so as not to burn out the motor. We contacted customer service; they asked us for a picture and an explanation, and we provided as they asked. Customer service said they would order the new part and as soon as it arrives contact them so they can schedule a technician to replace the part. After 5 weeks and no part arrived, we called customer service several times with no status and finally they advised us that the part was coming from China and it would take 2 more weeks. The part arrived and we contacted customer service, and they said a technician would be in touch in 48 hours to schedule a time to come out. After a few days I called again because no technician reached out. Customer service said they have the work order in and that we would be contacted. Now we are at 5 weeks for the part and another 2 weeks waiting for the technician. It is just before Christmas, and I received an email from the technician to schedule a date for them to come out. The two dates I was given were February 15th or 16th. Now we have to wait 2 more months before our unusable sofa will be fixed. Again, we were only able to use it for 1 week. I called customer service several times, as now I wanted them to remove the couch and be refunded my money (approximately $3000.00). Customer service said all they can do is place the work order in. I told them that I will go to the store I bought the sofa from. The person at customer service said, “They won’t be able to help you”. SO, I went anyways and this was the last week in December. I spoke with the manager at the store and explained my situation as we were now approaching 8 weeks without a workable sofa. This was after another customer was complaining about dirty furniture being delivered to their house. The customer service liaison was also at the store, and she advised the manager to email their corporate office with the explanation and to indicate I wanted a full refund for the sofa because I was going to eventually have an unusable sofa for 3 months. They let me know that they should have a response very soon and I can wait or if I have something to do and then come back to the store and discuss the response. I have now waited 10 days and no response. I have messaged the store manager wanting an update, the first time he indicated he hasn’t heard anything back, the second message I have not received a response from the manager and now it’s three days waiting and now writing this review. I am now 10 weeks without a workable sofa. No communication from Ashley furniture corporate nor the store in Sterling VA. This is the most unacceptable customer service I have ever experienced. To spend approximately $3000 on a sofa that broke 1 week later. I would advise never to take your business to Ashley Furniture. Their customer service lines have call center individuals that don’t help, managers that don’t follow through, customer liaison that don’t follow through and a corporate office that has failed also. Of course, I will continue to get this resolved, however, I needed to take this step to maybe open the eyes of the corporate office on how their company is failing.

Do not purchase furniture from Ashley. I bought a leather couch, loveseat and recliner with an extended warranty. A year and 1/2 a spot on the sofa went from dark brown leather to tan. The store wont do anything because its past a year. The montage warranty company after an appeal, stated its normal wear and tear. When asked how can 2 people in 1 1/2 years have wear and tear. Their answer cheap leather.

I bought 2 sets of living rooms with warranty more than 4 years, I Paid extra to cover the both sets. I called in a bout 2 years ago for one small hull in one of them. The technician come after six month he said will order the materials. I received the material which is one small piece of fake leather. No one came to fix it. I called thousands of times and will lose the warranty in few months. It’s a fake warranty don’t pay one dollar for it

This has hands down been the most disappointed experience I have ever had with purchasing a piece of furniture. We purchased a sofa on 8/8/22. We werent able to have an immediate delivery and I confirmed there was no time limit, however, when I scheduled the delivery, I was told they sold ours, and they never told us. It was back ordered until the end of the week, then the next week, and then the next week. On 12/28, I spoke with Maria (manager) who said I needed to speak with Rohin, GM, and that he would call me on 12/29. He never called, so I called him and was told he would be back the next day. I never heard back. I had to call again and scheduled my delivery for 1/11/23. I took off of work to be available, only to discover that it was damaged. The upholstery is not taught, the framing is lumpy around the entire perimeter, certain pieces aren’t aligned, and two of the cushions are not as firm as the others. I contacted Ashley immediately on 1/12/23, and spoke with Rohin. He said he had to receive approval to refund me but that he would submit a ticket to the manufacturer about the defect and schedule someone to look at it. He asked me to send pictures which I did but I never heard back. I called 1/30 after not hearing anything- Rohin never submitted that ticket. I called on 1/31 and 2/3 and was promised call backs but never received one. I emailed Rohin several times to no avail. 6 weeks later, I filed a BBB Claim- it was only then that I received contact about scheduling a technician to assess the damage on the sofa. They were unable to come out for over another month-4/13/23. Given that I was not yet living at this house, I took off of work to be there. The morning of the appt, I received a message that the tech had been in an accident so I would need to reschedule, which was another month away- 5/4/23. I took off of work again, and to my dismay, they called again that morning to cancel-I pushed back on this, and was told that the tech had been terminated. They agreed to send me their best guy to look at it later that afternoon, who said the entire sofa was completely damaged. Ashley did follow up regarding this and confirmed that they would be replacing the sofa. It was scheduled for delivery on 6/22/23. When they arrived, they said “all of the sofas are damaged like that." The new sofa was also damaged, so I declined the delivery. They suggested I call Ashley for a refund, which I did right away. I spoke with Joe, the General Manager and went through the series of issues I had over the last year. He said that due to all of the trouble I’ve encountered, and the fact that after two deliveries, I still had not received what I purchased he would provide a full refund if I came into the store. I told him that I could be there the next day (I live an hour away). When I arrived at the store, he reneged on his promise and told me that now I would need to return the damaged sofa in order to receive the refund. This was not part of the terms of our agreement the day before. When I questioned this, Joe spoke with me with in a sarcastic, condescending manner. I reminded him that this was quite the opposite of what we discussed yesterday. He then claimed to have left me a VM that day to let me know- I did not receive such VM and also questioned the need for one unless he was reneging on our agreement. I clearly wouldn’t have agreed to driving an hour each way simply for a refund. Joe then offered me a refund that was a little over $400. I declined- he then offered me $755. I told him I wanted to speak with the Regional - and when he spoke with him, the promised amount went down to $712.82. He refused to offer me our agreed upon full refund, or the $755 that he had offered me minutes before- another reneged offer. When I questioned this, with disdain in his voice, he said “guess you should have taken my original offer” This is extremely unethical, and I will NEVER do business with Trashly again!