Ashley Store — Attraction in Brentwood

Wife and I bought a sofa with rug. Sofa delivery was fine, however the rug wasn't delivered... after several calls, we were told the rug had to be picked up at the store. We drove an hour to the store only to find out that was not the case. The manager couldn't figure out what was going on with the order, so she canceled the order and reordered. More than three weeks passed with no updates. Yesterday I called only to be told there was no open orders associated with my phone number. After calling the call center, they transferred me to another rep at the store. After minutes, the rep replied that they would have someone call me back within the hour. I never heard back. Tired of calling and trying to resolve this issue. Nearly a month ago when we were having trouble with the original order, we actually had a call from Ashley asking us if we would be okay with the display model at the store, which of course since we bought new, we were not. Called this morning to my cc company to dispute the charge since we never received the item. Just awful customer service experience. Ashely is happy to sell something to you but cannot follow through with an order, especially if there's something wrong.

In response to this: Response from the owner an hour ago Ashley, we're truly sorry for the frustrating experience you've had with your rug order. We understand your disappointment and inconvenience. Please feel free to contact us for further assistance so we can work on resolving this issue for you. Feel free to text or call us at 866-787-7930.

I'm quite frankly TIRED of calling and nothing ever getting resolved. Although your customer service are friendly and understanding... it means nothing if you don't actually follow through. After multiple phone calls and a promise to receive a call back yesterday, when I waited for over an hour and received no response as promised, that ultimately, after so many attempts was the straw that broke the camels back! I have no confidence calling 866-787-7930 will do nothing but further frustrate me. I've contacted my cc company and disputed the order for merchandise not received. I won't spend a minute more in this endeavor. Absolute non-sense! PS I should have read the reviews before going to this store.

SO CALLED AGAIN DESPITE REPEATED EFFFORS... My wife and I ordered a sofa and rug the store had on display. Within the first week, we received the sofa, however never received the rug. When contacting the 800 number about the issue, they told us we were suppose to pick up the rug at the store. After arriving at the store, the store manager told us the rug was suppose to be delivered to our home, which was are understanding in the first place. Since the manager didn't understand what went wrong with the order, she cancelled the original order and reissued a new order. However, a month and a half later, it has now come to our attention, we're being billed twice for both the original sofa and rug order and a new order for the same rug and sofa! There automated system is indicating there are no open orders and we have received everything.(note: we only have ONE sofa, no rugs and no additional sofa with rug which they claim now where the order is satisfied and delivered!) Absolute NONSENSE! So we disputed all the charges with Synchrony bank with the exception of the one sofa we did receive. After disputing the order we received a voicemail from Ashely Customer Service from someone named Britney asking us to call back at the 800 number at x-0639. After several calls to both the originating number and other numbers including the store, there apparently is no x-0639 and no one named Britney. I've made every effort to remedy this issue. While waiting on the phone so many times for so long, I've had a chance to google other reviews... and now wish I had done so BEFORE doing business with them! It's apparent Ashley has a widespread systemic problem which has been going on for years. Just absolute non-sense with dealing with...

Do yourself a favor and do NOT shop here!!! (New update after just 25 minutes of the original post due to a generic response from the Ashley team...)

If you MUST shop at Ashley, try the one in 100 Oaks. The staff there is at least friendly and competent. Allow me to share my experiences:

I lost my home in the Nashville 2020 tornado and needed to replace much of my furniture... so:

1. We bought a couch that was delivered filthy and damaged. It happens. We reported it at the time of delivery. They sent repair teams, only for none of them to show up but report back that they did.
2. Because of the failed repairs, we exchanged it for a different couch altogether. There was a price difference. They would not give back the difference (new couch was less). So we added a swivel chair to make up the difference. Swivel chair was NEVER delivered and held up the couch being delivered by months. So they canceled that chair so the couch would be released and delivered. Nobody, to this day, can explain how the expenses balanced out. Multiple people from multiple stores agree a refund is owed, but none of them will honor it and do it. It gets routed to DSG Escalations. More on that later.
3. New couch is delivered; the team dragged the couch across my wood floor and left scratches all across it. Had to get Ashley to pay for that. Fast forward one year, we have ZERO intact cushions. They have all fallen completely apart. I have the warranty on it. The warranty team wont honor it because the damage is so extensive?? despite every issue with it is covered. Fortunately, the 100 Oaks team has stepped in to help make this right. We have 2 of the 6 cushions replaced and waiting on others... so TBD.
4. Against all logic, decided to get a storage bed frame and mattress there. Frame was delivered and assembled... broken. Had to get a replacement drawer.
5. We initially got an adjustable frame. Team at Ashley stated it would fit nicely inside the frame and be nominally taller. In reality it sits on TOP of the frame and made the mattress over 4.5 feet tall. It was absurd. Had to return it, of course. Therein was ANOTHER chaotic issue.
6. We have dealt with several managers and staff at the store, all of which continue to agree on the same thing. All claim to have submitted for our refund, but every time it goes to be processed, someone cancels it.
7. DSG Escalations then gets involved. They are very dismissive. They continue to fail to be able to produce any clarifications or documentation. They continue to fail to answer any questions clearly... like what the price differences are. The escalation team has routinely been rude and dismissive and seem to be dragging this out as long as possible so that they can avoid any responsibilities. This has been ongoing for 2 years.

The only competent and painless purchase we have ever successfully had with Ashley was done online and it was for the platform board we then used to replace the adjustable mattress base.

Avoid this store at all costs.

UPDATE on 4Feb2025: 25 Minutes after posting this review, the Ashley team responded with a standard generic response. Instead of addressing it directly, they provided the number to ... you guessed it... the DSG Escalation Team. Which has NO IDEA how to handle and deal with any responses. Left hand not talking to the right hand would be a welcomed experience here. Instead, it's this constant unwillingness to accept responsibilities and address the issue in a clear and fair way. This is just another highlight of the absolute nightmare and headache that is Ashley furniture. Two years of this same generic runaround responses. TWO YEARS and they still can't get on the same page and communicate properly to get...

I would give a "0" Star but I only have 1 star option here.

I had the absolute worst experience with Ashley Home Store. I purchased a TV on December 6, 2024 (Order #015F167220) along with some furniture, and what followed about the TV was nothing but frustration and terrible customer service.

Delivery Disaster: The TV was delivered on December 16 without any prior scheduling or notification. Instead of a proper delivery, it was left outside in front of my garage in the rain. No call—just dumped there like trash. I understand that this was not Ashley's fault but the carrier's fault.

Horrible Customer Service: I immediately called Ashley's customer service, but no one answered. I left a voicemail that was never returned. I also reached out to the salesperson, who sold me the TV. He assured me that he will report the issue and advised me not to open the package because a replacement would be sent.

Lies & Delays: I waited weeks without any updates. Every time I reached out to the salesperson, he said to get back to me or someone will call me etc. After two weeks he told me to contact their customer service. When I finally got a response from Angel at customer service, I was told that a replacement would be sent only after they received the damaged TV—which was never mentioned before.

Returned the TV, Still No Replacement or Refund: I followed their instructions and returned the TV via SAIA PRO#107955* on January 14, 2025. Per tracking, Ashley received the return by January 20. But despite multiple follow-ups, they never shipped my replacement or processed my refund. Now, no one is responding to me.

At this point, I had no choice but to contact my bank and dispute the charge. Ashley Home Store took my money, failed to deliver a working product, and then completely ignored me when I asked for help.

I would strongly caution anyone considering a purchase from Ashley Home Store. Their lack of accountability, poor communication, and refusal to resolve issues make for a terrible shopping experience. Think twice before spending your hard-earned money here.

I wanted to add these: The salesperson, Michael Ghally, that sold these items to me was very professional. He responded all my questions. He was very helpful. I was able to reach out to him even if he was not working at that time. He helped me to address the problem I got with the TV. I have no complaint about him and I am giving 5 stars to him. The issue here is the customer service experience after I got a problem with a delivery. Ashley owner, this is to you. You mentioned a number on your response below. I have already given all my information. Why I am STILL required to reach out to someone to address my concerns? This makes no sense. All I need is a refund at this point since the payment dispute with bank is still pending. Problem is obvious. Solution is obvious. It is simple. Do not make it complicated. Just solve it.

UPDATE / Feb 4 I just heard from my bank and finally got reimbursed! Two months of nothing but...