Ashley Furniture HomeStore

Update: Cindy from customer service called to apologize for inconvenience & assured me this is not how they do business. Has couch in early and now can deliver in 2 days. Also offered credit of delivery charge. Grateful that this is resolved & I was finally helped. Still disappointed that no one prior to this was proactive in helping me out.
I thought the bad reviews I read were a fluke, so I decided to try out this location anyway to replace my torn up living room set. I work in customer service, so I understand that things can go wrong sometimes. I usually don’t rant like this on reviews but I am super frustrated this time. I’m hoping to potentially help save someone else the hassle in the future.
I am giving 2 stars, instead of 1 because I am still looking forward to the furniture I ordered (if I ever receive it). And the sales rep was nice to begin with (only slightly stalkerish as we browsed).
Went in January 9, found a great sofa w/​chaise & love seat that was only slightly outside of budget, which was ok by me for a great looking set.
Had seen this set for $ 200 cheaper online last week but that sale ended, sales rep (Jeanne) offered to take $ off delivery to help bridge that gap. Unfortunately, that didn’t happen as she got busy with another customer & rushed through our transaction. I thought — no biggie, we’re getting quality furniture so I’ll deal with that minor inconvenience.
Note: I would have bought online a week or so prior but the description of sofa/​chaise did not specify which side the chaise was on. Come to find out, it is changeable.
Delivery date estimated to be January 31 — 3 weeks later. Seemed like a long time but I thought that was perfect as it’s a day I have off work. Wrong. Jeanne called 2 weeks later & said things were delayed and delivery wouldn’t be until February 2. Minor inconvenience as I’d have to take off work and Jeanne would not tell me range of delivery hours to see if I would discuss with boss ahead of time. Said they’d call 2 days prior to confirm delivery range.
Received automated call 2 days prior to confirm delivery — done. Received text day after confirming 3 hour window for tomorrow (not 2 days notice as promised — but okay). Done.
Then received call saying the couch was not ready & they could do partial delivery as confirmed. The couch would come next Tuesday. Informed that is not feasible — so delivery now scheduled for February 6.
I let customer service know my concerns & she says I can contact customer service for compensation only AFTER I receive the furniture. I am worried that this is going to turn into an even bigger headache.
Waiting a month for furniture that I was charged for immediately, is unacceptable to me. I understand that the delivery times are estimates and not guarantees, but you should not charge somebody for something they may/​may not receive. It’s disappointing & frustrating.
Really glad I ended up not getting rid of current furniture last week as planned, but I have to trash it this Wednesday. Hopefully, I won’t be without a seat for too long after.

We shifted to Charlotte recently and banged into the store as it was just beside Ross. Stuff was nice and at very low rates which fascinated us to buy a 3 seater recliner sofa. It was to be delivered after one week. That man told it will be between 12 to 3 but they showed up at 5. Delivery persons did a horrible job. it seemed as if they were new in the business. They were able to push sofa somehow but its all gone from back side. Leather has come out. After the delivery i could make out why delivery fees was so less and why they made us sign a document stating if anything happens in delivery its none of their business.

Ava Richardson made the entire process as easy and pleasurable as spending money can be!
She and Pam the manager were wonderful to work with.
Pineville location on July 4^th, 2015

Great experience overall with this store. Came in to buy a complete bedroom set for my master bedroom and I was not disappointed. The sales associate was very helpful and knowledgable, he gave me my space but was there when I needed help. They had a great financing offer while I was in the store and the application was short and easy. Delivery only took 2 weeks and the service was fantastic. Definitely recommend this store to anyone in the area!

Ashley Furniture in Pineville is the most confused store you ever want to shop. They sell you something, telling you that it is in stock, and then you get the call saying «I’m sorry, but your item won’t be in for another two weeks or so. We have sold so many that we ran out of them.» Well, number one, you should have known that your inventory was low when I purchased the item. Number two, I really don’t want the item if you have sold that many. Why would I want to go in my neighbor’s house and see the same furniture sitting there. Don’t tell anyone that! And then no one at that store knows what the other person is doing. They don’t even know what they are doing. You call and ask a question, they have to put you on hold, and then come back and tell you they don’t have the answer and someone will have to call you. And lastly, how can a salesperson be there selling you product and when you call back in two weeks to ask a question, that salesperson is no longer working there? I have been so frustrated with this store that I don’t even like to look there when I’m in the area. I will give the University store a try, but Pineville will never see my face again!

My experience with this store and company as a whole has been absolutely horrible. I moved to Charlotte and needed to furnish an entire apartment. I went to Ashley to do so and the salesman took care of me and made it very easy to make a purchase. The positivity stopped there.
I purchased a TV stand off the floor and planned on picking it up the next week. Upon arriving to pick up my TV stand I could not locate the item. I asked them where it was and they could not find it either. Come to find out the person who wrote up my purchase forms wrote my first name as my last name and my last name as my first name, so as far as they knew no one actually bought the item and they sold it to someone else. They attempted to remedy the error by allowing me to upgrade to a better TV stand for the same price. They attempted to deliver the new TV stand twice up to this point and each time it has been damaged. They even tried to fix the second one by glueing on the foot that was snapped off but the glue didn’t hold up so it broke off again. I still have yet to receive a TV stand and I need to pray that the third attempt at delivery is successful, although I would be shocked if it is.
I also purchased a mattress, bed, and box springs. I received the bed frame and mattress, however the box springs were broken. They were unable to order the same box springs that originally ordered so I had to settle for a different model.
I also purchased a coffee table set that came with two end tables. The first set that was delivered was scratched, the legs were bent, and screws literally fell out of the tables when I moved them.
In addition to the incredibly poor quality of furniture and reliability, I have had nothing but problems with delivery as well. They insist on scheduling delivery for mid-​day even though I have explained I am unavailable until later in the afternoon. They just keep telling me to reschedule and «hope for the best» with a new delivery time. They also simply just did not come for one delivery and I was never notified or contacted to address this issue either. This is a clear lack of customer service and offers no solution to the problem.
Reaching the customer service desk is nearly impossible. I have resorted to connecting with the sales team because they are the only ones who answer the phones. Every time I try to reach customer service I get a message that says all agents are helping other customers. Then it says to press 1 to remain on hold. After I press 1 it sends me directly to a voice mailbox.
I have spoken to the manager about these issues and he has compensated me, however monetary compensation offers little solution to the problem. Yes it is helpful to receive the furniture for a lower cost, but the issue is that I still haven’t received all my my furniture yet and it has been approximately 5 weeks since my purchase date. I went in to the store today to try to remedy the situation yet again and I was told there is nothing else they could do for me other than order a new TV stand and hope it isn’t broken for the third time.
This company is a total sham. The quality of furniture is sub par and not worth the cost.
Customer service tries to be helpful once you finally reach them, but not even the the manager can solve any problems. Avoid this company at all costs and save yourself the headache and time and shop elsewhere.

Really rude salesman named Caleb greeted us. He was fine until he realized that we weren’t going to make a purchase and got really pushy. Starting trashing on Rooms to Go by saying «To be quite honest with you their stuff is piss poor». Funny he said that because their stuff is almost identical to Ashley’s. Anyways expect pressure when you come here.

Interested in having the worst furniture shopping experience of your life? Then please, I urge you to head to Ashley Furniture HomeStore. I foolishly walked into this establishment over a month ago, ready to make a large purchase (couch, loveseat, dresser, coffee table, bar stools, etc.) I was greeted by the sales manager, Lorenzo, who seemed to be a decent guy who wanted to help. We ended up coming back the next day and purchasing all of the above, with a delivery date of less than 7 days later. Great, right?! Nope.
The delivery crew showed up and I think they actually might get paid to smash up your furniture as they bring it into your home. They managed to break our couch, which immediately went back out the door and into the truck. We were notified that we’d get a replacement in 2 weeks. Annoying, but OK, it happens. Next, we notice that the love seat, which we thought was NOT damaged, has 2 legs that literally fall off if you move it at all. We call in to ask that this be replaced too, and they insist that they send out a «Technician» to take a look (as if I’m lying about this?). They finally agree that they’ll send replacement legs for free, which apparently will fix the problem. Unfortunately, that will take another 2 weeks.
Our replacement couch finally arrives. Hooray! Not so fast. The frame and 2 legs are completely broken as well. This can’t be real, right?
So we call the customer service line and get the run around again, saying we need to send pictures and they’ll send out a «Technician.» The problem with all of these technicians visiting and the deliveries of subsequent replacement couches is that I have a job. That’s right, I work for a living and I can’t just come home for a 3 hour window every other week to deal with this mess. I laid out my case, and asked that the loveseat and couch be picked up and I receive a full refund for both. This was apparently some sort of insulting suggestion, as they shot it down right away. Again, I’m told to send pictures and «someone will contact me within 48 hours to determine if a technician can replace the damaged pieces, or if a new one has to be delivered.»
Uhh, you’re not getting it. I want my money back, now. Now I’m getting frustrated. My parents had driven 14 hours to come visit me, and my dad had to sit in his wheelchair the entire time. Lovely.
Thinking that the best person to solve this would be the sales manager who sold this junk to us, I call the store asking for Lorenzo. The receptionist said that he’s with a customer, and I left my number for him to call back. Lorenzo then proceeded to blow me off. My girlfriend called next, and actually spoke to him. He said he’d look into it, and then he blew her off too.
Long story short: If you’re interested in buying decent furniture and having it delivered in one piece in a timely manner, do NOT shop here. This is by far the most painful shopping experience I’ve ever had.
If I could give you negative stars, I would. Appalling.

We have purchased a lot from Ashley and overall the furniture has been good. The part I would definitely not recommend is getting the insurance protection on anything that they offer. The worst experience ever with the two claims I tried to submit. So DO NOT GET THEIR INSURANCE PLANS FOR FURNITURE. I don’t think I will be purchasing furniture from Ashley again.

DO NOT SHOP HERE! Horrible customer service and HORRIBLE quality! We bought a $ 500 chair 13 months ago and it has already broken! And it was a chair in our formal living room that was barely used! We called them and they have said there’s nothing they can do!!! So, a multi-​million dollar company can’t replace a 1 year old chair!!! HORRIBLE! I WILL NEVER EVER EVER SHOP HERE AGAIN! And neither should you!

I recently went shopping around for a new living room and bedroom set. I went to many places, including low end to high end furniture stores. I found that Ashley fit somewhere in the middle of the stores. I actually ended up buying furniture for both the rooms at Ashley. I love the furniture and it was definitely a great choice for what I needed and what I was looking for. However, the experience was okay at best. It is apparent that the furniture is marked up for room to hassle. It felt more of a car buying experience then furniture buying. The sales staff was friendly, but I feel instead of the back and forth, they should just give you the best deal possible.
The worse part of the experience so far was the delivery. They had to bring my furniture in two separate trips. The bedroom furniture came first. Surprisingly they were right on time and gave me my requested 30 minute call ahead. Unfortunately, during the delivery they put a good sized gash in my bedroom wall. I was not told about the damage and did not notice it until later on. I spoke with customer service and they told me to take a picture and email it to them and someone would get in contact with me. When the living room furniture was about to be delivered, I received a 2pm-​5pm time slot. At 5pm I still did not hear from anyone. I called customer service and waited for 13 minutes for a representative. The best answer I could get from them is that they would arrive at sometime. At about 6pm the delivery crew arrived without any notification. The crew did not screw in the legs of the sofa’s properly and ended up scratching my floor. After I told him to check all the legs to make sure it didn’t happen again, they scratched another area of my floor. I was told by the crew to email the pictures to the same email as I did for the bedroom furniture. I emailed the pictures immediately as well as asked for a response to my prior email. I received a reply email stating that someone would contact me shortly or to call customer service if I needed help sooner. After not hearing from anyone a few days later, I emailed them again and I tried calling customer services. I was on hold for over 15 minutes with no help and ended up hanging up. It is now a week later and still no response. The delivery service and the issues I am having make me want to never purchase from Ashley in the future.

Ashley furniture is like the Wal-​Mart of furniture. They are seemingly popping up everywhere — at least in the Charlotte area. The Ashley stores are generally kept up fairly well, but what furniture store is not? When prices for a single piece can run into the thousands of dollars, they can pay some schlep a few bucks an hour to run a vacuum. Generally they give them a nametag and pay them on commission to help you figure out what would go best in your dining room to save even more money.
The selection at Ashley is decent — it is not your highest of selections, like a Basset or even a Boyles, but then it is not your Furniture Row or Rooms to Go either. Think somewhere in the middle.
Softer items, like sofas, do not seem to be filled with a decent supporting structure, so while the material will last okay, they might not support you all that long. But harder goods, like dressers and tables, generally appear to be better built and longer-​lasting. They may not be for everyone, but they work for us.