Ashley Store + Outlet — Local services in Charlotte

(Update 1/25/2024 posted at end. The pictures and videos are posted newest first. More details at end of review.)

I had the final piece of my sectional delivered today and it wasn't connected at all. My boyfriend and I tried but couldn't do it. He said it looks like the rail is bent somewhat. We were so excited to finally have all of the sectional sofa we bought a couple months ago and now it's not even as good as the last delivery guys left it. I tried calling Ashley which sends you to a corporate call center. I was 18th in line. Got someone about a half hour later but he couldn't hear me so he hung up. Called again. 27th in line. Waited 50 minutes and a woman said she would transfer me. Back in the queue now 51ST in line and I gave up. Recording said my wait would be an hour or longer. I hopelessly pressed 1 to get a callback which of course hasn't happened hours later.

You've changed, Ashley. You used to have amazing customer service. I'm starting to regret coming back. Can anyone help me??

UPDATE 1/25/2024: Ok folks here's the summary of a LONG 2 year journey with that sectional. If you're short on time - the take away is that this local Ashley Homestore staff is, in a word, AMAZING. They have gone through everything with us regarding this terrible sectional we purchased. The problem ISN'T with this store. It's with corporate. Their customer service is just terrible.

The quality of the sectional I purchased, one of the most expensive in the store at the time, was just awful. I had bought 2 electric recliners for the sectional and one broke almost every 3 months over the course of the first year and a half. Eventually, after going to the Better Business Bureau and filing a report, Ashley Corporate reached out and offered me a replacement for the $ equivalent sofa. Yes I had to go that far for them to actually listen to my manufacturing complaints.

If it hadn't been for the store salesman (Bill), manager (Gavin) and area manager Chris, we'd still be sitting on a half-usable sectional. Instead, we now have two functional and beautiful sofas that aren't exactly what we wanted, but were the best we could get after inflation drove furniture prices to double (making an equal level of sofa exchange impossible). I'll update if this one breaks too soon, but so far it's been great. Gavin and Bill did their best. Ashley's product quality has simply gone to trash since our last experience when we furnished our first home in 2007.

If you can afford a better quality manufacturer - go there. If not, this Ashley store's staff will do everything in their power to make you happy. Oh and don't think buying the more expensive Ashley model is the better option. Know your sofa construction first. Because with Ashley's manufacturing, more $ doesn't matter. So stay in your budget.

The pictures and videos are posted newest first. So the final video posted is of our first time trying to identify where the recliner kept breaking - which newer photos and videos over several months show is the same metal bar snapping in half every 3 months or so after average daily use. They'd replace the unit and it would also break. Treated 3 times until corporate said my extended warranty would have to take care of it. Uh no. That's when I went to the Better Business Bureau. Several reports to Ashley Corporate regarding this obvious manufacturing defect were sent by us. No response was received. You can still purchase this sectional - The Hallstrung - for $4,000 and enjoy this entire experience for yourself, but I wouldn't recommend it.

Sorry for the short novel, but I thought maybe it could help another buyer out there who had a similar problem. Or at least save someone...

I bought a sectional from this Ashley store and bought a cushion protection plan for $399 because I explained to the salesperson that I have dogs. She stated that the protection plan would cover any damages from the dogs nails. This was my specific concern because it is a tweed like fabric. I have since made two claims for cushions, one for loose threads caused by the dogs nails and the other for a burn mark. The first was rejected because the plan does not cover any damages made by dogs. That was the first lie I uncovered after having to request statuses on the claim multiple times. They (5StarService) do not contact you if there is a problem. I had filled out the claim form online but the system rejected the photos and we were not alerted. I had to figure that out on my own by calling them. Then that first claim was rejected anyway. I am now working on the second claim for the burn mark and I am about 8 emails and a month in now where I am basically harassing them for a status and they keep asking me for more and more pictures. This plan that Ashley sells is a scam. At best 5StarService are working with a skeleton crew that does not leave notes for the next person and they don't communicate with you or each other. Save yourself the $399, your time and sanity and just buy the replacement cushions directly from Ashley. Better yet just don't. The sectional we bought is already sinking in some places and it is only a year and a half old. Absolute nonsense and lies. I have had to send less documentation to my health insurance to make them cover an MRI. This is a replacement cushion cover not a Kidney! Why does it have to...

It was your average Saturday, maybe around 6pm. Mood? ✨S T R E S S✨ Why? We have an empty loft. We have family coming over at the beginning of next month, WHERE WILL THEY SIT?! HOW WILL THEY COMFORTABLY WATCH A MOVIE??!! Okay, back to Saturday. My fiancé and I were at a furniture store, found a couch we liked. The gentleman helping us out was “trying to help us out”, was a bit pushy, we said no thank you GG. We left, couchless. Sad. Broken. ✨S T R E S S E D✨ So what do we do? Where do we go from here? We just left an “affordable” furniture store, but it didn’t feel affordable? Should we try a “big name” company? Why not. We already left one store couchless, won’t make a difference if we do it again. We search up the closest furniture store and Ashley Furniture pops up, so we buckle up our seatbelts (both physically and our emotional one) and head on over. We walk inside, and who greets us? This incredibly welcoming lady who goes by Lydia. What did we walk out with? Our dream couch and what felt like an infinite amount of dopamine. Lydia made our whole couch adventure easy and very pleasant, helped us out with the financing options which was one of our biggest worries. We loved this experience so much, we’re going to be back this upcoming week for a coffee table! Please consider this spot for your furniture needs, let Lydia help you...