Ashley Store — Hotel in Huntsville

I am updating this 5 star review due to some critical issues with the delivery scheduling of my items and refusal of the store to take accountability for the conflicting information that was received between the store, customer service and delivery scheduling team. I placed an order for furniture My daughter's bedroom as a birthday present and informed the store that I absolutely needed the furniture and mattress delivered at the same time. The salesperson told me that the furniture was in stock but the mattress was not. However she informed me that there we're over 100 in stock in Mississippi and that it should not be an issue to get them in time for her birthday. When I followed up I was able to schedule the delivery with the understanding that the mattress should be in place on 29 April which would allow them to both be delivered on 3 May. I followed up a few days later as instructed and the store told me that unfortunately the truck was now too full and I would have to schedule the delivery for 8 May. I again told the manager at the store that I would absolutely need them all scheduled together but I would go ahead and reserve 8 May with the anticipation that there would potentially be adjustments that would allow the mattress to be added to the furniture delivery. I called the scheduling team this morning, 3 May, to see if there had been any updates related to the mattress being added and they informed me that I didn't have anything to worry about because the mattress and the furniture were all on the truck together. Based on this I did not leave to go buy a new mattress locally. However when the furniture arrived there was no mattress included . I called the store and asked that the mattress be removed from my order and refunded because it was not delivered. They told me that I would still have to pay a 10% restocking fee even though I never actually received the mattress. There is definitely conflicting information as to where the mattress actually even is. The representative in the store told me she would Elevate to her management which she did. I received a call back and was informed that they would waive the 10% restocking fee but would charge me for a "free" mattress pad that I received with the warranty I paid for. I told them that I would return the mattress pad as it was not something that I absolutely needed and they informed me that I could not return it due to covid protocol. The manager informed me that there was nothing else he could do to help me, that he had recordings of all of our conversations as backup and that he had exercised everything he could. He referred me to customer service. Unfortunately it is past their business hours but I will absolutely be following up and I completely understand the negative reviews that have been made previously by other customers. My simple request was to not be charged for a mattress that was not received and therefore should not have a need to be restocked since we don't even know if it has truthfully left a warehouse. I also should not be charged for a free mattress pad that I will gladly give back to them. This has absolutely been a learning experience and unfortunately the original positive review that was made for the salesperson is completely overshadowed by the fact that I am told that I will be charged for an inconvenience that never...

I hate this but i have to change my review from 5 down to 1, which I never do. The process by Ashley has been terrible. Delivered and put together with broken pieces and one entire section of the couch was the wrong color. Said they were ordering the parts and would come back to deliver and assemble again. The couch came, the drivers were unprepared for the assembly so i provided the tools needed, the couch doesn’t fit together properly, and they left the couch a whole mess (didn’t put pillows and cushions back on, etc). The driver even said the couch wasn’t going together right, but he wasn’t going to drive it all the way back to Birmingham so he was going to “make it work”. Took apart the connections and put it back together and it still wasn’t fully correct. When i asked about the part for the bed, he said he didn’t know anything about that. Well, 2+ months after my initial purchase, zero communication except when I’ve called to follow up, and the replacement rail just showed up via standard delivery. Customer service isn’t open Mondays (crazy since it’s a standard work day) so i can’t even get ahold of somebody to find out what I’m supposed to do with this giant box. I also kept asking the last person i spoke with if this was going to be a claim on my purchased extended warranty, since it was delivered broken and not our fault, and she couldn’t answer me. For how much I’ve spent, it should be easier to get the details. They seem very unorganized and use subcontractors so have very little management over the service after purchase.

I also specifically asked the sales person, who seemed great and earned that initial 5-star review, if the couch cushions were machine washable and if it would stand up well with multiple children. Well, it’s not. The cushions are filled with loose filling, they end up very misshapen and have to constantly be re-fluffed and fixed almost daily. I wish there was a guarantee of purchase window because I’d honestly return it for something more suited for my lifestyle, which is very disappointing since i was very detailed on what i was looking for...

Ashley Furniture – Defective $4000 Purchase & Unacceptable Service

I purchased $4000 of Ashley Furniture that’s only 3 months old, and I’m extremely disappointed. The bed frame has bent support beams and broken legs that cause dangerous sagging, with chipped, scuffed rails. I ordered two USB‑C nightstands but received one USB‑C and one USB‑A—the USB‑A has a broken marble corner, and the USB‑C has a crushed back panel with chipped legs. The dresser without mirror is coming apart at the seams, and the dresser with mirror has malfunctioning drawers and a paint defect.

When I contacted customer service, I was told no warranty applies because the items were on sale. I gave them until the end of today to correct their stance, but received no response.

Legally, under the Uniform Commercial Code (as supported by Henningsen v. Bloomfield Motors, 32 N.J. 358, 1960) and the Magnuson‑Moss Warranty Act, products must be fit for their intended purpose. The defective furniture clearly violates the implied warranties of merchantability and fitness for a particular purpose. Additionally, their refusal to honor warranty claims breaches protections under the Deceptive Trade Practices Act and FTC guidelines.

For a $4000 investment from a company once known for excellence, this is completely unacceptable. Potential buyers, please beware.

Update:

VP of Operations LuLu Marks essentially gave us the big middle finger. Their message is clear: “We got your money, go bug someone else.” Now, they’re claiming that because they offered a discount, the furniture doesn’t come with a warranty—something they never disclosed upfront. Had we known that, we never would have bought it.

On top of that, the furniture doesn’t even meet basic standards and is a safety hazard. While they offered some replacement components, that doesn’t fix the full issue—and to make matters worse, they won’t even provide the labor to fix it. They need to take responsibility and make this right, but clearly,...