Ashley Homestore Tracking Order Status

Wish I'd read the reviews before we spent over $10K with Ashley. We spent $899.99 on an extended 5-year protection plan and they have denied all of our claims. This furniture is cheaply made and although it looks nice in our home, we won't buy any more and will do our research before buying more furniture. The salespeople are friendly but they definitely try to sell you the warranty and don't tell you the truth about what it covers. Ashley's warranty department offered to fix our damaged items at an additional cost to us. What a joke!

I ordered a bed frame on 12/11th (Wednesday) and I was scheduled for a delivery on Saturday 12/21st (2024). My card was charged a few days after I made the purchase online. Then a day before the delivery, the money was put back on to my debit card. I thought I would be charged the day of the delivery or right after the delivery. And the day after the delivery, I was emailed that my card had been charged for the full amount of the bed frame and the delivery and set up. That didn’t bother me but it was inconvenient for me. However they didn’t charge me when they sent the email. And I ended up being charged later on Monday December 23rd the day before Christmas Eve for a purchase I made on December 11th. That is my biggest complaint. Just take the money off the debit and then stop going in and out of my account making unauthorized charges. When things like this are done, there is so much room for fraud and or stealing. I’ve had terrible experiences with stores that do this and they did steal. This Ashley Furniture experience happened during the holidays with Christmas shopping and bonuses and or rewards so it was very inconvenient. Imagine paying on the 11th and then having money added on the day before delivery only to be charged on the 23rd. Money taken out, put back in and then taken out a day after I was said to be finally charged. I would recommend people go into the store to purchase the furniture because then maybe the debit card won’t be used without your authorization after the initial purchase. I brought the same frame from about her furniture store and because I walked into the store and purchased it, my money always taken once.

Terrible customer focus. Purchased a leather sofa. When delivered it had a cut in the leather. Delivery team took a picture and told us customer service would contact us to either have it replaced or repaired. Customer service told us since the sofa was accepted they would only repaired it. We escalated it to the Tampa store manager. He would not allow a replacement or a discount. We are stuck with a expensive damaged sofa. We will never shop there and suggest those reading this beware of this store. After posting this review I was able to find a corporate complaint email address. I sent them a message and the issue was resolved within an hour of sending it b

Update; since I wrote the review below, Ashley has agreed to replace the sofa! It took a lot but they are replacing it. I bought a white sectional sofa with 5 pieces delivered in Sept 2021. I travel for work 5 days a week so this sofa is rarely used. I also purchased an extended warranty. Within the last year, two of the sofa cushions are discoloring (turning a dark grey color) and pilling. The warranty company says it’s a manufacturing defect. Ashley says they will not cover cushions and refers me back to the warranty company. The worst part is that no department communicates with another. The warranty company, Ashley customer service, or the technicians. I continue to get an automated responses from the warranty company saying this type of issue isn't covered under my warranty, and from Ashley saying I need to contact the warranty company. This should not be happening to a sofa that is rarely used. I do not have kids and no pets on the sofa. Ashely sold me this warranty and then washes their hands of it. I've spent multiple hours on hold with Ashley, getting automated responses and talking with customer service personal that barely speak English and just give responses they are clearly reading from a script. And the technician told me he only takes pictures and doesn't know anything else about the claim. Minutes later I get automated responses but no one is really listening to my issue. it's impossible to get a customer service rep on the phone that will listen or understand my issue. In addition, the customer service line does everything possible to not allow you to talk to a person. Every time I ask to speak to an agent, I can't get one, just automation. After like an hour, I finally get someone but, again, like speaking to an automated voice.

I just got back from Ashley and loved the experience. I have not bought the loveseat I am looking for yet, as this is my first stop. I can tell you that have great prices and a very good selection. The person who helped me, and I can't recall his name, I was tired when I got there was just perfect. No hard sales, just showed me everything I wanted to see and spent time with me. He was just the best. Wish I could recall this name, but he can't be missed. He has the most wonderful long grey with black hair. The place is super clean and parking is ever so easy. I will go back there.