Ashley Furniture HomeStore

Beware — Damaged Furniture. We recieved a coffee table that we purchased from the Ashley Furniture store in Castleton. The table was damaged and they would not take it back. They are working on an exchange, which is still in an «appoval» process, but we would rather just send this thing back as it appears to be cheap quality. Won’t be shopping here in the future.

Their delivery was 1 ½ hours early on first day (I was driving to meet from 3 hours away) and they wouldn’t wait. Rescheduled for next day (told them I would be available after noon & asked for a time window). They never called with a time window so I called and was told between 2:30 and 5:30. Furniture was never delivered. Tried to cancel order at which time they said there would be a 10% fee. Unbelievably bad experience. No returned phone calls. No customer service whatsoever.

Stay far away from this place! Absolutely the worst experience I have ever had. We bought an entire bedroom set and a 7 piece sectional and it has been an absolute nightmare!!! The sales men are basically bad used car salesmen that will sneak extra charges on your bill without telling you. Then they delivered out furniture leaving out a piece of our sectional without ever saying anything to us about it being on back order hoping we wouldn’t notice. Also, one of our night stands had a messed up top and busted out drawer. The delivery person said I had to talk to my salesman about it so I called the store, they transferred me somewhere else where I was told that I had to call back the next day. I called back the next days with my order number and part numbers and they had no idea where my missing sectional piece was and said the only thing they would do about my nightstand was to mail me a new drawer. I then called the store to try to talk to a manager because I was unhappy. The manager was «on a conference call» but would return my call in an hour and would refund my shipping so she took my credit card info. The manager NEVER called me back. I then called the store at least 6 more times and every time the manager was either on a conference call or out and the 2 receptionists took turns telling me how what they had told me one the last call wasn’t possible. We then decided to go into the store to talk with someone face to face and when we got there were told (shockingly) that the manager had left and would have to call us back. In total I have been dealing with them for 6+ weeks after original delivery to get this resolved, called them 8 times, visited the store 4 times, never told sorry once, and I was told 3 times they would refund my shipping however on another trip into the store my husband finally met the manager and was told he might be able to give us store credit for it (but even that didn’t happen, not that I would use it to buy anything from them ever again). And to top it off we never received our drawer to even make the nightstand functional. By far the WORST customer service I have ever experienced!!!

Got our living room furniture and bedroom furniture from Ashley and love all of it! We had no issues in the store or outside. Customer service was good, delivery men did a nice job and were friendly, and things arrived on time. I recommend Ashley to all my friends and plan to continue buying our furniture there.

Purchased a dresser as seen in the photo, originally $ 850 on sale for $ 650. The dresser was damaged but we did not see it until after they left. The other picture shows the damage, it looks like it was previously damage or warped and they spray painted over the smooth finish. It is so rough that if you wipe it with a paper towel it tears it to shreds. The night stand ordered was also damaged but they caught it before they left and pieced it back together. We call about the dresser and were told we would get a call back, did not happen. We call back a few days later and they said they tried to call. Either way, they won’t be out for over three weeks to even look at it and then decide if they will repair or replace. I can assure you the living room set we were going to purchase from there will now be purchased somewhere else. The customer service folks were also rude and disrespectful considering the circumstances. I would highly recommend you look elsewhere for your furniture needs as there are plenty of stores who actually know the meaning of Customer service and appreciate you and the money spend with them!
Laura, the order number is 21 618 941

Wes was fantastic to work with! He was really knowledgeable and really helped us pick exactly what we wanted! Thank you Wes and the rest of the team!

I found a piece of furniture on line I was interested in for my art studio. We were in the area for dinner so we stopped in to get a price. We were immediately greeted by a sales person. I told him up front I just wanted a price on something I saw on line. He was going to take us to the piece of furniture in the store and realized it was not in their showroom. He look up the price on the pc in the store. I had told him no less then two other times I just wanted a price. He found the price and said he could go ahead and write up the order. I again said no I just wanted the price since it was not listed on line. He told me Ashley does not publish their prices on line. He was visibly pissed that I was not making an order.
I realize why Ashley does not publish. Get them in the door and you will make a sale. I think this is a disservice to customers as well as sales people.
Now that I have a price I know I can get a similar item for about half Ashleys price and that’s what I will be doing.
The salesman (kid) needs to learn to suck it up.

If I could give them a zero I would. Terrible customer service. I ordered bedroom furniture, delivery was scheduled two weeks later. I received the courtesy call that they were on the way and then it just got ugly.
The delivery men brought up the pieces and as soon as they discovered that the hardware for the headware was not in the box… they couldn’t get out the door fast enough. I was handed a card with an 800 number to call and assured that it would be resolved within 24 hours.
The delivery men were not willing to open the remaining boxes. Furniture was in the bedroom and hallway.
My plan was to wait for my furinture to be setup and go back to work. Those plans quickly derailed with the initial call to the 800 number. I was quickly told that the hardware would be sent to my house within 7 – 10 days. If I needed the bed assembled, a third party would be contacted once I receive the hardware adding another week.
I was instructed to call the store manager if I wanted it expedited. I called spoke to the store manager and an hour later had to call again. At this point I’ve spent over two hours on the phone. I told the store manager there where two options; either get someone out to my house with the hardware today or come and pick up the furniture… she had no answer. Distribution manager called when they discovered that the wrong rails were delivered to my house and now two orders were messed up. Two men showed up, hours later with the hardware and rails. When they finished, they informed me that I would need to dispose of the 7 furniture boxes because they didn’t have room in their truck. I asked if they could at least help me carry the boxes into the garage and if they could use their box cutter to tear down the boxes. They agreed, said they needed to grab something from their truck. Minutes later I saw them driving out of the driveway. I demanded a refund of the delivery charge of $ 139 and although the manager agreed, I’m still waiting.
Their white glove customer service is laughable. Worse customer service I have ever had… I paid a lot for the furinture, had to take a day off or work… wasn’t worth it.

Let me start by saying, we spent a bunch of money here on our first trip, for living room furniture and a whole desk set that we absolutely love. The sales guy was great, talked a lot with us, and everything was delivered and set up fine and quickly. We did notice some problems with the furniture AFTER we accepted delivery, but nothing we couldn’t live with and barely notice…
HOWEVER, we went back and wanted to purchase a matching China Cabinet and Hutch that was the same line as the other furniture. Everything went smoothly (we actually ordered it all over the phone) and got an expected delivery date. This was August of 2014, and the delivery date was 10 weeks out. Ok, be here by Thanksgiving, right? Nope, delivery date came and went, and we called THEM (keep this in mind). They said that they would do what they could and we would here back.
After another 2 weeks (late November), we finally get a call from another office, to set up a delivery date… for FEBRUARY… I told them when we had ordered, and threatened to cancel it all (which I could do at this point). They said they would try and push it up. Another few weeks go by, no word. My wife calls them, and finally get through to the sales guy that sold it to us, and then talks to other higher ups. She ends up being on the phone for 2.5 hours with them, trying to get this set up and have some money taken off the price. They agree to delivery for free, and take $ 200 off the order. Fine, let’s get this delivery.
Another 2 or 3 weeks goes by, and no word. I call them, and get put on hold for about 30 minutes, and they finally come back and say they see the free delivery, but no mention of the $ 200 off. So, I am told they will call me back — AGAIN.
Another week, and nothing. My wife calls again, gets the same run around, and told that a manager will call us back. Another week, and finally someone else calls to set up delivery. Great (this is March now, over 6 months since we placed the order) — and are they taking off the $ 200 still? No mention of that. We set up the delivery date, and will find out about the money being taken off.
No word from anyone, until the day before delivery. They call and say only part of the order came in (the Hutch, not the China Cabinet). Ok, well lets get that at least. Someone else calls me 3 hours later, 7pm the night before delivery, and asks if I was aware that the China Cabinet was discontinued? No! I was never told this, just that it hadn’t arrived yet. We tell them that we will take the Hutch, but want the $ 200 off still. They say they will call us in the morning, but if they don’t, we can refuse delivery.
Well, the delivery was supposed to be by 4pm at the latest. They show up at 6:30, and I refuse delivery as we have not talked to anyone. We get a call 2 days later, to set up the delivery date. I call back, and they tell me again, that it was discontinued and we can come in and purchase a different set. I complain about the whole process, and want to speak to a manager, so they put me on hold, and I am there for 30 minutes before I hang up (since no one came back on the line).
I will NEVER do business with this company again. My main question is — was this item discontinued before we ordered it, or did they screw things up so much along the way that it wasn’t made or actually ordered until after it was discontinued?

Boy do I wish I would have read the reviews before I purchased…
My husband, son and I set out for the day this past December to shop for a new bed. I wasn’t planning on stopping by Ashley but since it was close to Kittles & the Room Place, we thought we might as well. The sales guy was super nice and helpful — we really liked him. We found the bed we liked and since they were having a buy 1 get 1 at 50% sale, we thought it’d be the perfect time to also go ahead and get a new couch that we’d been needing. We found one that we liked, but had decided to look around at a few other stores before committing.
When we came back later on in the day, our original sales guy was busy. He passed us off to sales lady. She was not so warm and fuzzy and basically only wanted to write up the order and move on. I’m guessing because she wasn’t getting the commission… We had lots of questions regarding the sectional and she just did not act like she wanted to answer any of them. I completely understand having a bad day, and we were tired from our long day of shopping as well, so I tried to cut her some slack.
We wanted the sectional EXACTLY how it was on the sales floor. When you were sitting on the sectional — the chaise was on your right. However, when we were taken up to pay, the diagram that she drew looked as though the chaise was on the left. I remember speaking up about it because it was something I had to sign off on. She explained and ASSURED me that it was correct. So I signed… And boy do I regret not pushing back more on this. Because it was delivered the way it was drawn on the diagram — NOT how we were expecting it and NOT how we wanted it. But because I signed off on the diagram, I don’t feel like I have a leg to stand on. And that just really irks me…
The delivery process was a NIGHTMARE! There were certain pieces of our order that wasn’t going to be ready until close to the end of January. So I said we’d like to do a partial delivery — that way we could get go ahead and get our new bed and then we’d wait on the final pieces of the sectional. For some reason, the sales person couldn’t give me a delivery date — even though she talked about how their new system allows them to give you the delivery date the day you buy it… I had to call, and wait on hold for forever, in order to schedule it.
The day before the delivery, I got a voicemail saying they needed to cancel because not all my items were going to be delivered and they wouldn’t be able to set up the bed. Fine, whatever. So I called back, waited on hold for forever, to confirm that they could cancel it — only to be told it was too late to cancel because it was the day before the delivery… SO WHY CALL ME? They said they’d manually cancel it and I should call back the next day to make sure it really did get cancelled. Soo I did, and waited on hold for forever… only for them to tell me that they did indeed cancel it. About an hour later, I got an automated message saying the delivery guy was 10 minutes from my house — WHAT? So I rushed home, all the while trying to get a hold of customer service on my way, only to JUST miss the delivery guy. Holy hell.
I had to wait several days before I could reschedule my delivery. Once I called back, they said my items would not be ready until mid-​Feb so I needed to call back closer to that day in order to reschedule. Seriously, I wonder how many HOURS I spend on hold with customer service during this whole process… I finally called back closer to the date, rescheduled my delivery, and everything came on the day they said it would.
What a horrible experience. The only reason I am giving this place two stars is because the delivery guys were super nice, set everything up in a timely fashion, and we love our furniture. (Minus the fact that I had to put my sectional on the opposite side of the room because it was placed on the order incorrectly.) And, a few days after I purchased, I found the matching sectional ottoman online for a MUCH cheaper price. I called our original sales person and told him that I’d like to order it through them IF they could beat the price. Well, they didn’t beat it, but they did match it and they were able to add it to my order no problem. So I was happy with that. But not much else.
If you are going to order furniture here, make sure you go over your order with a fine tooth comb. AND remind yourself that you won’t receive your delivery for at least a couple months.

We bought a black leather sofa, love seat and chair about two years ago. They are really nice with motors that raise the foot rest. The problem is the motors go out fast. The first time was within a couple of months of purchase. The service company came out to replace it, but it was an ordeal. Ashley had to ship the part to our house, then we had to call the service company to come back to install it — a very cumbersome and lengthy process for a customer. This is their warranty process. But then it got worse. A second motor went out. We have been jerked around for over a year and it still isn’t fixed. Their isn’t enough space here to list how many times they have shipped the wrong parts, how many times they promised we’d have a resolution within a week, or how many dozens of phone calls we have made. It is very apparent to me, Ashley Furniture does give a rip about customer satisfaction. Never again.

In reading other reviews, I guess I’ve just been lucky. I’ve made several purchases at the Castleton Ashley store and have never had any issues whatsoever. Even had a pleasant surprise when we received a credit towards out recent bedroom suite for a previous service plan that we never had to use. Score!

Ok so yes they have some cool stuff and heck we bought a couple lamps from them recently. However we decided that they weren’t quite what we were wanting and turns out they don’t take returns!?! No exceptions! No refunds exchanges or anything! We live in a customer service based society today and this policy is very obsolete. We won’t be returning!

This is the worst store of any kind I have ever been to. Chris, the floor manager, verbally promised us a price for the couch we were interested in and wrote it behind his business card, stating it was inclusive of taxes. The following day, he categorically denied ever giving us that price. We were ready to go back home and get the business card on which he had written, but he repeatedly said we were bullshitting him. The scene he created attracted the attention of people around and the store manager came to see what was wrong. Despite the store manager approving the price right in front of us, Chris continued to distress us. He called another sales person in the store and asked him «Do we ever give this price to any of our customers?». Chris continued to insult us repeatedly. When he finally gave in and we closed the sale, we said we were very unhappy with the way we had been treated. His exact reply was «This is a great price. Enjoy your couch.» Disgusting behavior from a floor manager. We had been very polite and calm about it and we only ended up feeling disrespected and humiliated. Also we had got 6 months financing for the couch and they wrote it up for 6 days instead. 6 DAYS! Are you kidding me!!! Worst customer experience I have EVER had in any kind of store in any part of the world. I am never setting foot in this place again. EVER.