Ashley Furniture Homestore

Placed order in Ashley Furniture Greenwood store on August 22nd for a couch and end table and were given an estimated delivery date of October 20th. After waiting for several weeks past that estimated date, the first delivery date we were actually given was December 4th. A delivery time was even given for that date. Mysteriously during that delivery time on December 4th the order was suddenly unavailable. After that date, have since tried to leave several messages for the Greenwood store manager and have gotten no response. Visited the Avon store and they even left a message at Greenwood store on our behalf. Automated phone number gave a new delivery date of December 21st. Today, December 18th, the furniture again has no delivery date available. This is a ridiculous experience even given the Covid state of the world. We want to cancel the order and get a refund but unable to get store manager to respond. Repeatedly we were told only Greenwood store manager can help us but they are missing in action which seems like a convenient way to steal over $500 from us. We were clearly sold something that doesn't exist and we are way past promised dates.

I bought a bedroom set from the Ashley store in Greenwood that I picked up from the warehouse. I absolutely love the set BUT a week after having it I started to experience bites and swelling in my arms. Initially I thought that I it was spider bites but after another week or so and a doctors visit to be told it was "possibly" bedbugs I called Terminx...who inspected every inch of the set. Turns out we were delivered a $3000 bedroom set FULL of bedbugs. I'm LIVID! I've been calling Ashley for almost a month now and have been getting the run around. I posted two reviews before this that keep getting deleted. Bedbugs in a NEWLY built home that we haven't even been in a year. This has been the WORST experience of my life!

DO NOT EVER BUY THE PROTECTION PLAN, or better yet, DO NOT EVER BUY FROM ASHLEY FURNITURE. When we purchased our living room furniture 2 years ago (almost $3000), we spent $300 on a 5 year protection plan that we were told OVER AND OVER covered everything but "jaws and claws". We had a board on the frame of one of our couches pop loose with 3 nails sticking out, and guess what?! It's not covered! If we want it fixed, we have to pay another $65+. The reps in this store have an obvious incentive to sell the protection plan, and will lie to your face to get you to buy it, and then when you need to use it, you are out of luck, and out your money. We have already been to the store in Greenwood where we spoke to the assistant manager, Nicholas, who could do nothing. I asked to speak to the store manager, Kenny, but he was out of the store, and I was told we might have to actually call him because he is not good at returning calls. I have already spoken to the guest response team, and spoke to Matthew and his manager, Tarja. I asked to speak to her supervisor, Marcus ******, but apparently he does not take calls. I asked if he could call me, but she said he probably wouldn't reach out to me because that's not his job, so apparently a level 1 manager is as high as you can go at Ashley customer service. So I guess, if you don't mind being lied to, if you're ok with zero customer service when an issue arises, and if you're cool with people who will tell you right to your face that you're unlikely to get a follow up call from a manager, this is the place for you. After buying furniture for OUR ENTIRE HOUSE from this Ashley furniture location, we will never spend another cent here, and will do all we can to spread the word about their shady and deceitful business practices.

I like Ashley products, and the delivery team was incredibly kind and helpful when placed in a tough situation... BUT, purchasing from this Ashley location has been a nightmare. When we purchased the bedroom set on New Years Eve, I made sure Dallas knew that my fiancee and I both have hectic work schedules and would be taking time off for the delivery so we needed piece of mind that everything was ordered correctly and would be delivered right the first time. Also, we had our mattress being delivered Saturday 1/14, 3 days after the bed set was scheduled to be delivered. Fast forward to our delivery day (this past Wednesday), he ordered the incorrect bed rails for our set. The delivery team pointed this out and were extremely helpful, however a call from Dallas to fix the problem had him not admitting to his mistake. He passed the buck off to the warehouse claiming he had ordered the products correctly. 3 calls with customer service/warehouse later, it was in fact ordered incorrectly. I was supposed to receive a call Thursday morning to reschedule the delivery (mind you our mattress is being delivered today- Saturday). When afternoon came on Thursday and no call, I called the store again and spoke with Amber, who looked into the order and confirmed that Dallas ordered the wrong parts. She escalated our ticket, and I had a call rescheduling delivery within an hour (why Dallas wasn't on top of this, I have no idea). Now, flash forward to today... Saturday morning our rails and footboard come, delivery teams sets up.... AND, Dallas forgot to place the order for the slats to our platform bed! I am not the bed expert, we pay Ashley for their product with confidence that their employees know what is needed. Thankfully, the deliveryman connected us directly with his warehouse supervisor who contacted the store for us (he had a tech drive out within an hour with the slats), we are now set for our mattress to be delivered in a couple of hours. Ashley Management at the Greenwood location... EDUCATE YOUR EMPLOYEES. When the salesman calls me to ask what is wrong and what I think is missing... my only answer is that I'm not the one selling beds for a living. It is your job to know what all goes into the furniture you are selling and what parts need to be included on an order. And to Dallas, if you made a mistake, just own it. I would have been much more understanding if you were upfront and apologetic rather than throwing your delivery/warehouse team under the bus for a problem they didn't create. Customers: save yourself the headache and buy Ashley furniture from a competent retailer (I suggest Walls Furniture who delivers to the entire Indianapolis area). Paying a little more to avoid wasted hours taken off work ($60 of PTO I won't get back) and the headache of dealing with this team is worth it.

Not well, gave the furniture away and bought another suite from an honest furniture store.

Purchased one sofa from Ashley & put a second away on lay-a-way. After using the first sofa for a couple of months, we decided that I just sits too deep. Very difficult to get out of the sofa after sitting for any length of time. Went to the store to cancel the lay-a-way and was told that I could not get my money back. I was told that store policy was not to issue a refund. Customer Service Manager begrudgingly, but politely offered me the amount in store credit, which I took as I felt I had no other option. That "store policy" was not written on my lay-a-way receipt or on any paperwork that I received from Ashley Furniture.

Over all good. this is the second time I have bought from them. Been very satisfied. They were a little slow checking me out but other wise they were fine.

Purchased furniture on 5/6/14 told them was moving into new place 5/9 and needed ASAP. Only after payment did I receive paperwork that showed delivery 6/10. They also are not considered late until 7/10. No refunds either cause I would have canceled and went to Value City. It is 6/7 and I still have nothing. After a call on 5/27 that said chair would be delivered by 5/31. I now have a expectation of a chair and tables being delivered on 6/10, but no sofa. I have been sitting on a lawn chair and kitchen table chair for a month and Ashley will never get another dime from me!

Tentative delivery was today, and we heard nothing so we decided to call and find out.  We've tried to call the store six times this afternoon, and each time the answering machine answers, you choose #2 to speak with someone, then it sounds like someone picks up, then hangs up. I think they are extremely rude for not answering, and I have heard one other complaint about this store as well.    





On Thursday, 13 February, we received a call in the afternoon telling us the company would deliver the mattress between 1:00 PM and 4:00 PM on the 14th. So we canceled our plans for the 14th in the afternoon and waited. Approximately 2:30 PM we received a call saying the truck was mired in someone's yard close to us. He told us as soon as they got a tow truck there and were pulled out they would be over to our house with the mattress. We heard nothing more from them. On the morning of the 15th we woke up expecting a phone call on our mattress even though it was Saturday. No one called us and by noon we were a little upset. Several times we had tried to call them and we got the same results as the had when we 1st contacted them. Phone would ring, message say someone we be with us momentarily leave a message no one called back.

At about 2 o'clock I drove up to their store and walked in  to see the manager to find out what had happened. I was visibly upset.  I talked to the manager about our phone call  that they before that and our attempts to notify their store.  He told me that it wasn't the store's fault ,our phone calls had been going to a telephone center.  Then he told me that he would arrange for a  another delivery next month!  At that point I got a little bit angry.  I started to walk out of the store and call my lawyer ,however  I reconsidered.  I walked back and told him I would  prefer to go ahead and get a refund.  He started to say he couldn't give me a refund.  But the girl who was a customer service person said  she could give it to me on the original credit card.  I had no problem with that and secured my  refund. I shall never do business with this firm again.  The only other person I know who's used this company  had very much the same problem as I .

We bought furniture at this store, very good experience from beginning to end.
Chris our salesperson was great, she gave us great options and worked with our budget.

I purchased from the Castleton store and opted to pick it up instead of paying the $75 delivery fee. The sales associate was very helpful, no problem there.  I'm dissatisfied with the customer service because after I ordered the futon I was showing someone what I bought online. I found the same futon for $50 less and free shipping.  So I call Ashley to see if they might waive the delivery charge or discount it and the woman I spoke with just said "no, you'll have to pay the delivery fee". I understand that's policy but it's a competitive market - I supported the brick and mortar store and she wouldn't even entertain the idea of cutting me a break on the delivery.  Maybe I have nothing to complain about and should have done more research up front but I would think she could have asked a manager or something, even if it was the same answer... Customer Service is dead these days.

The furniture was not what we paid for, and we had problems with the service department. Their price was in range with everyone else, but their service was terrible. We bought the furniture in January and haven't gotten everything straightened out yet. I would tell others to never buy furniture from this company.

We were really happy with our experience. We had to pay up front and it was delivered 4 weeks later. It was exactly what we had seen in the store. It was the first time we had bought anything there. We would go back in the future. We had ours delivered. They were really careful coming in to our house and not hitting walls.

I purchased furniture on October 23rd, with a promised delivery by Thanksgiving.  When the furniture was a couple weeks late with no contact at all from the store, I contacted them.  With my initial phone call, I was informed by the customer service associate (Echo) that they couldn't see my order in the system.  She went on to say she'd follow up with IT, hoping it was a computer/system error and not that my furniture had never been ordered despite my payment of nearly $1100 six weeks earlier.  When repeat calls went unanswered, I called my sales person and told him the issue.  He was totally unhelpful and actually said "let's hope they find it."  Zero accountability!  I instructed him to follow-up directly.  He said he'd make a phone call to Echo, but I never heard anything else from him.  After I went into the store and spoke with Echo, she did follow through and communicate with me via email.  She said she was showing that my furniture would be on the truck in about 3 days.  However, it was weeks later when I got a call to deliver my furniture.  When I asked to speak to a manager regarding my experience thus far, I got no return call.  I had to make repeated calls to get the delivery manager, who ultimately guranteed me delivery during the morning of the delivery date, rather than the slightly longer delivery window they offered.  Of course, the delivery did NOT come in the guranteed time window.  The delivery guys showed up and attempted to walk in my house without any shoe covers after coming in out of the rain!  I instructed them that they'd need shoe covers to enter.  After a while looking in the truck, they asked if they could remove their shoes and walk in their socks to deliver, b/c they had no shoe covers.  The guys were careful and assembled the beds failry well.  When I went to inspect the bed prior to signing for the delivery, I let them know that one end of the bunk bed had bolts which had never been tightened.  

Throughout this entire experience there was lack of accountability by everyone I encountered with Ashley furniture.  At one point they were attempting to point the finger at Ashley Direct (some other part of Ashley) saying they "did their part" in placing the order.  (Incredible!)  As a customer, I did my part in paying for the furniture and service.  But I had to MUCH more just to get them to do what they what they were contracted to do.  To date, no one from Ashley furniture management has contacted me to follow-up.  The service I received reflects a culture of poor service and lack of accountability.   Mistakes happen.  Good companies are proactive and customer-oriented  -- two qualities that do not describe Ashley Furniture, based on my experience.

Just a warning to future buyers, when your furniture is delivered if there are any defects etc. instead of replacing the NEW item they want to repair it.  I just recently purchased a nook and dining rm set for our new hm. The Hutch mirror was  broken when delivered and instead of just ordering an entirely new hutch they ordered just the mirror. It has been a few weeks and I am still waiting on my hutch to be re-delivered because they want to repair the mirror. We just moved into our new home. On the purchase agreement they put all of this in such tiny print that you either miss it or its very hard to read. I don't know what the deal is these days with various companies trying to repair items that a customer purchases as new. In my opinion when you purchase something new it should be replaced not repaired like some used item.  Also, if you want to take your furniture home that same day (perhaps to avoid delivery charges etc) you can't. You have wait for them to pull the items from their warehouse etc. and delivery them to you. All in all based on my experience
I would not recommend buying from them again!

Let me start this explanation off by the fact that I have never in my 40 yrs of dealing with the public ever been treated or have ever treated anyone as disrespectful as I was treated at the Greenwood, IN store. After a wonderful day of shopping for furniture for my new house, my family (husband, 12yr old, 9yr old) decides to price shop for an Ashley bedroom set and a tempurpedic matress set that we had previously been interested in at another area store.  We were there approximately 1.5 hrs and was working to get a quote on the furniture which was an approximated 6000.00 sale. We were helped earlier by TJ which was extremely helpful but our visit took a turn to the worse when we were assisted by a new sales associate who was only on her 2nd day on the job. She was very nice and we were nice in return realizing she was new and nervous with this big sale. She asked for assistance with another of her sales associates named Debbie. Debbie was nice at first but did seem to communicate in a condescending manner. My husband who was becoming irritated by her tone and manner asked if she could just write down the model name and numbers of the pieces we liked, so we could look elsewhere for the same items. She was obviously "put off" by our request and on a piece of paper hand wrote a quote that was very nonspecific with generic information such as: dresser 800.00, nightstand 200.00. There were no identifying numbers or models on this quote. When we asked her to write something more specific that we could actually use to research the items and find them at other stores, she refused. At this time, my husband who was frustrated but knew that I was excited about my new furniture going in my new house, NICELY went to the new, 2 day trainee and asked her to either get another sales associate to assist us or to send us the store manager to complete our order because we really did not want to deal with Debbie anymore.  Unbeknownst to us, the new associate told the Manager instead that my husband cursed her out using foul inappropriate language which NEVER happened. Long story short, the Manager shows up which we were assuming he was coming to assist us complete our sale since my husband had asked for him to assist us. But NO, instead we were KICKED out of the store. I at this point am flaburgasted by the way we were being treated and trying to figure our at the same time what exactly just happened. When I asked the Manager what this was about and why we were being kicked out, we were told that the new associate was so emotionally distraught by our cursing at her that she was having a mental breakdown and the sales associate that we were having issues with initialy backed the new girl's story saying we did in fact curse at her. Now you have to understand how upset and blindsided I am at this time since NONE of the alleged cursing NEVER ever took place. My kids were horrified and confused. My 8 yr old was asking in the store why they said those things, so I had to explain in the Ashley Furniture store how and whey sometimes people feel compelled to lie. I asked to speak to Andrew Scheid's boss but was refused any contact information. There was absolutely no type of service recovery by anyone in the store except from other customers who witnessed the scene and were actually apologizing to me that I was being kicked out. Needless to say, those customers have vowed to never shop at an Ashley Furniture store and I can not say that I blame them. I finally was able to contact the store District  Manager, Steve Moon who did return my call but did not really listen to my complaint. His rebuttal to my story was that he was not there to witness and had to rely on the story of his associates. I am still attempting to get my story to the Corporate office and plan to make many more calls regarding the poor unprofessional treatment that i endured. I am a Medical professional who has dealt with all types of patients and customers and regardless of their perceived experiences, I have never treated anyone this disrespectfull in my life.

Salesperson was helpful but I would prefer not to be followed around the store. Delivery personnel was very professional and even took the time and tried to set up a new bedframe; unfortunately, it was the wrong size (my fault).

While I rate them highly, like most places, their return policy is very harsh. However, when I got the furniture, it wasn't as if I would return it. I was very pleased.

Delivery crew was punctual and very polite. Service call representative was punctual and friendly as well. The customer service center is terrible. We had the table for about a week when we noticed the crack in the tabletop. It took two weeks for the in-home service call to inspect the crack. Since the inspection we have had to call customer service to find out what their solution would be. We were told we would get a replacement table. We are still waiting for that table and have had to call again to see when it would be delivered. A month has passed and we still don't have a firm delivery date. We're VERY disappointed with the service.

They have so many people waiting to pounce on you on their shop floor. Yet not enough people to answer phones and help you. I will never buy furniture from them again.

We purchased a Sealy mattress and box springs last June from Ashley furniture, and started to notice a break down of the mattress in September. It looks like there is a mountain in the middle of the mattress. The sides are not supposed to break down, and the salesperson told us there was no need to flip the mattress (it's not even made to be flipped). You can actually see the sloping to both sides when you stand at the end of the bed. When we call Ashley, they direct us to Sealy, and Sealy directs us back to Ashley furniture. Ashley Furniture says they won't take the mattresses back because they are used. We slept on them from July though September, when they started to break down, then were gone from October through April 1st. We contacted them when we returned from our trip and have gotten nowhere. They are supposed to have a lifetime guarantee, but Ashley furniture just seems to have been concerned with selling, not the satisfaction of the customer.

I feel the quality of the furniture is poor. The man who came to repair my pieces that were damaged even stated that I got what I paid for. Getting the furniture delivered was one of the worst customer service experiences I have ever had. The store itself is beautiful, but don't be fooled.

THE STORE AND THE PRODUCTS AVAILABLE WERE GREAT, BUT BECAUSE THE CUSTOMER SERVICE IS SO BAD AFTER THE SALE, WE WILL MOST LIKELY NEVER SHOP THERE AGAIN.