Ashley Store — Local services in Greenville

To Whom It May Concern, I am writing to formally lodge a complaint regarding a recent purchase made at Ashley Home Furniture in Greenville, SC, on December 29, 2024. We purchased a couch and a loveseat (Order #2013594948) through salesperson Will Floyd, who assured us that we would have 72 hours to return the items following delivery. The furniture was delivered on January 13, 2025, and my husband signed for it. Upon my return home, however, I was dissatisfied with both the comfort and the appearance of the couches. Additionally, they emitted a strong chemical odor, which has caused irritation to my eyes and sinuses, and has affected my pets' health as well. After reviewing the return policy online, I found a stipulation that issues must be reported within 72 hours. We promptly contacted our salesperson, leaving both a message and a text, but unfortunately received no response. Within 24 hours of delivery, we reached out to Ashley’s customer service and were informed that the “terms and conditions” prohibit returns. We were advised that refusal of delivery would have been necessary, a fact that should have been communicated to us at the time of purchase. If we had been informed of this policy, I would have arranged to be present at the time of the delivery. Moreover, our attempts to reach the local store were redirected to Corporate, where we were again told they could not assist us in processing a return. Even after escalating the issue, the corporate manager reiterated that the return was not an option due to company policy. I have expressed a willingness to exchange the items instead of requesting a refund; however, this has gone unanswered. It is worth noting that the reason we were seeking new couches was to replace a "top grain leather" couch purchased from Ashley four years ago, which has worn excessively and is not covered under warranty due to being classified as "normal wear and tear." I am requesting an exchange for the purchased items, with any fees associated with this process to be covered by the store. I believe it is reasonable to ask that Ashley Furniture Store implements clear and transparent return procedures for all customers, providing necessary support when their products fail to meet expectations. Regrettably, I have come to the conclusion that Ashley Furniture Store’s policies are misleading and do not prioritize customer satisfaction. Consequently, I cannot recommend this company based on my experience, and I urge others to consider this when making their purchasing decisions. Thank you for your attention to this matter. I hope this complaint leads to a more consumer-friendly approach in the future. I would leave zero stars if I could. My next post is on...

I am writing to express my deep frustration and disappointment with my recent experience purchasing a bedroom set for my daughter from Ashley Furniture.

I initially visited one of your store locations to select a bedroom set and was assisted by a kind sales associate. At the time, I was still deciding and informed her I would follow up. A few days later, she reached out via text, and I responded that I was ready to place my order. I sent her a picture of the bed I wanted but accidentally sent the wrong one. I clarified that I intended to order the version with storage underneath, and she assured me she would send a corrected invoice. However, I received the updated invoice days later, so after waiting several days, I went ahead and placed the order myself online.

When the furniture was delivered, the headboard arrived damaged, and I received two right legs instead of a complete matching set. In addition to this, the delivery team left multiple pieces of trash in my yard, which was completely unprofessional and clearly intentional, as the debris was noticeable and scattered.

To make matters worse, I’ve been struggling for weeks to get a technician scheduled to repair the damaged headboard. Despite informing customer service multiple times that I am only available in the afternoons, they continue to schedule appointments during times I’m not home. As a result, my daughter has been sleeping on the floor throughout this entire ordeal.

Thankfully, I finally secured a technician appointment for this upcoming Saturday to assemble my daughter's bed, but this entire experience has been incredibly frustrating and unacceptable—especially considering I paid over $2,000 for this furniture. My headboard is still damaged.

Given the significant inconvenience, delay in service, delivery issues, and ongoing scheduling problems, I strongly believe I am entitled to a refund for the assembly service.

I will not be ordering from Ashley Furniture again and will be sharing my experience publicly so others can make...

I recently had the pleasure of working with BJ while shopping for furniture, and I can confidently say the experience was outstanding from start to finish. From the moment we walked into the store, BJ greeted us with a warm smile and genuine friendliness that immediately made us feel comfortable. He was approachable, patient, and never made us feel pressured, which is rare in sales environments. His welcoming demeanor set the tone for a truly pleasant buying experience. What stood out most about BJ was his exceptional knowledge of the furniture pieces we were interested in. He took the time to explain the different features, materials, and benefits of each option in detail, making sure we understood exactly what we were considering. His expertise helped us make confident decisions, and he never rushed us into choosing. BJ listened carefully to our needs and preferences, tailoring his recommendations so we could find the perfect pieces for our home. Throughout the process, BJ went above and beyond to ensure everything went smoothly. He patiently answered all of our questions, double-checked availability, and even helped us explore alternative options when certain items were out of stock. His problem-solving attitude and dedication to customer satisfaction made a huge difference, and it was clear that he genuinely cared about helping us get exactly what we wanted. BJ’s personality made the entire shopping experience enjoyable. He has a natural way of making people feel valued and respected, and his positive energy was contagious. Shopping for furniture can sometimes feel stressful or overwhelming, but BJ’s calm and friendly approach turned it into something we actually enjoyed. I 100% recommend Ashley if you are looking to buy furniture with a wonderful buying...