Customer ReviewsforAshley Furniture Homestore

We purchased a living room set back in May, however, it took up to 14 weeks before it was delivered. We paid over $6,000 for this set in cash. The first time we received it in Oct. 2023, it was tour in a few spots, we sent it back. The second time, it was ripped on the loveseat, so we sent it back again. After calling the Greenville, NC store, requesting for the distribution center, to please have the delivery guys keep the furniture in the manufactory box. We were finally able to get quality furniture delivered. It was a mistake that we chose to give Ashley another chance. Our online purchase of a bedroom set included nightstands that arrived via *** during the first week of the order. The furniture was delivered on November 4, 2023. The back of the dresser was damaged, and a board was placed on it, the delivery guy admitted that it had been spray painted, and the headboard was scratched. I was told that it takes four weeks before the manufactory sends a new dresser and headboard. No one has offered us an apology. I believe we should be offered a discount of something for the inconvenience. Why are we paying for delivery if the products are not wrapped at all on the truck, which can cause damage to the furniture? I believe that all furniture should stay in the box until it gets delivered.

Spent about $10k in Charleston on 2 bedroom sets, living room set, dining set with server, accent table & rug. On delivery, the furniture was scratched, gouged, unaligned & mirror was broken. The server was missing a chunk out of the foot & the delivery driver was told "it should be fine to deliver like that". We were missing most of the kitchen set. Driver said the warehouse doesn't care, sent it knowing it was messed up, gave it a kiss & said good luck. Was told they weren't supposed to put together our living room set but everything else was to be put together. They left it wrapped in the cardboard & plastic which took 6 hours to deal with because the screws holding the plywood to the feet were all stripped & some broken in the feet. Grace at Customer Care is extremely rude. She told me she was the mgr but was later told that customer care doesn't have mgt. Everything was supposed to be reordered but I still got texts from the tech that they were coming out to do repairs. The rest of our kitchen set was pushed back to August. The store offered a $300 total refund on $10k of furniture, which doesn't even cover tax. Portea in corporate promised to have this resolved with a $950 refund & $250 gift card and we were sent $100. The 2nd delivery came & was worse than the 1st. We sent one barstool back as well as it had so much glue oozing out of it & down the sides, it looked like a kindergarten art project. After weeks of going back & forth trying to get our new chair delivered, it finally came & the driver literally bounced it off our driveway & the yard decorations before dropping it down. I refused this chair as well as it was all damaged from the driver & he pitched a fit & threw the chair in the truck. I asked to be refunded instead of a new stool & was promised a refund of one barstool & another refund of $950 by 3 people. Today they said they were only doing $169 for the stool & not the $950. Overpriced junk with horrible customer service. Pics to prove it.

We are very sorry to hear of this guests poor experience and are committed to providing a good customer service experience from the moment of the sale to delivery and beyond. This experience seems to have fallen well below our standards. In efforts to compensate for the inconveniences, we refunded 10% of the price of the order ($950) and also provided a full refund for the bar stool that was returned. We apologize for any disconnect regarding additional compensation, as the previous email correspondence with the corporate office confirmed with the guest the amount to be refunded as $950. The additional $150 gift cards that were not received, can be resent, as we have discussed with this guest, in subsequent email correspondence as well.
We investigate and address all concerns and are committed to upholding a high standard in both production and service, from all of our team members.

I made an online purchase of a $1182 sofa on May 29, 2021. The item was delivered in August of 2021. I paid $100 to have the item assembled. The driver arrived three hours early. I had arranged for someone to be at my home at the scheduled time due me working on the delivery day. He had only waited at my home for four minutes then left when no one was home. I have a ring doorbell so I saw this. The person I had scheduled for three hours later raced to my house. He had texted me but I was working and did not see his text so he left. I called the driver and he agreed to return to my residence. He unloaded the sofa in my living room and did not even remove the package surrounding my sofa. I called and was refunded the $100 assembly fee. The driver said the person I asked to be at my home told him to "just leave it". She denies this. The delivery invoice stated there was a charge for assembly. Within a month of delivery we noticed a huge lump in one of the cushions. Then the other cushion started doing the same thing. I called the store at 4950 Center Pointe Dr. Ste 270, North Chas., SC 29418 and was provided an email *******@ashleycharleston.com. This is where I sent photos of the sofa. This began a process of visits and repairs consisting of my $1182 sofa being torn apart three times. Staples and stuffing/cushions removed and reinstalled. This has gone on for eight months. At one of the three visits that followed, the technician said this has been an issue with these sofas. He said he was not able to fix the problem. My couch is still not repaired and was not re-stapled when they were last at my home two months ago! Each time they attempted a repair and left, I would have to call or text the store back to see the status. The last visit was 3/30/22. My sofa is torn apart and I have had no contact from the store. I'm tired of calling and getting no assistance. IAM PLEADING WITH SOMEONE AT ASHLEY FURNITURE TO HELP ME RESOLVE THIS OR TELL ME WHERE I GO FOR A REFUND!!

We hate to hear their experience did not meet our expectation as the encounter describe is not a reflection of our standards. We are connecting with the guest to offer a couple of options to resolve their concern and ensure the Reclining Sofa is back to showroom quality.