Ashley Furniture HomeStore Warehouse — Local services in Pineville

I am extremely unhappy with my experience at Ashley Furniture.

This all began the week of the delivery. I purchased a $2,500 couch. The only reason I say this is to set expectations of the quality... I am not expecting $2,500 quality of a $700 couch. The couch began creaking on 1 of the 3 sectionals. I called the repair department. It is under warranty so they sent someone out to take a look at it. It took 3 weeks for someone to come out. He then said he needed to order parts. It took 3 weeks for the parts to come in. I called and said the parts are here, when can someone come out to make the repair. That took 3 weeks. The repair did not fix the issue. Someone is set to come and take a look at it again in 4 weeks. We are now OVER 3 months with a faulty couch since day one. Additionally, now the middle sectional is creaking as well.

My request of Ashley is a full refund, or a new couch. They are holding the warranty protocol over my head saying nothing can be done unless each broken piece is attempted to be fixed in home. At this rate, that will take a year. On top of the fact that if I get 2 out of 3 pieces replaced, the third one will be sun faded by then and not match. I have been saying all along that this should not be treated as a warranty issue but as a manufacturing issue.

I have been calling corporate for two weeks. I was told twice I would receive a call from a manager within 48 hours. That never happened. Finally, after a third time being told that, someone called me today. She said she has adopted the terms and conditions in her personal life. I asked if she bought a new car and the next day realized the back door was messed up and they car company said it will take 3 months for the door to come in, but it also won't match, would she be happy with that solution? She said she would be ok with that. I find that hard to believe. She said neither a full refund or full replacement was a possibility, but that she could give me a percentage back on my purchase. No thank you I am extremely unhappy with this solution. She blamed not being able to help me on the CEO. Someone told me reviews matter to Ashley, lets see if...

WATCH OUT for the RED "X"!

In 2016, we purchased a wrap around couch, picked it up here and had a good experience so when we decided to purchase a bedroom suite, we chose Ashley again. We waited a month (no big deal) for our order to arrive and called prior to our availability date to make sure all the items were on hand. I took our trailer to the warehouse at lunch on a Friday and got all the items loaded.

I will echo comments of others that the two guys that helped load the items could have been a bit more conscientious about how they loaded the items. I was also disappointed to see several heavy pieces of furniture stacked on our brand new mattress when they brought the items out from the warehouse. When I inquired about it I was told "nothing to worry about."

I made arrangements to have a friend come over to help me unload, assemble and install the new furniture. When we opened the 2nd night stand, we noticed a large scratch on the top of it and a dent as well. We put the item back in the box and ONLY THEN noticed 2 large RED "X"s on the top and side of the box. Apparently this item was identified as defective in the warehouse but still loaded on my trailer.

I called Ashley's customer service and the person with whom I spoke could not have been more pleasant and apologetic. She provided me with an exchange number to take to the warehouse to get a replacement. The didn't give me any hassle about the exchange but it did require me to drive back out to the warehouse to make the swap.

I am giving them 3 stars because that is an average rating. Mistakes happen and they did resolve the issue. Nevertheless, it was inconvenient and with the RED Xs on the box could have been avoided.

So be sure to check your merchandise for RED Xs if...

Wish there was an option to not even rate a star. The absolute worst experience ever! I contacted Ashely to get an ETA on my furniture I bought back in November 2022 because the delivery date was coming up and I had not heard from anyone, she proceeds to tell me that someone tried to call and I did not answer, first of all, no you didn't. I had not one missed call. Anyways, I confirm my delivery date and time. I received a text the day of delivery that they are 30 min. out. That same morning we had a bad thunder storm and with the house being a new construction we had a muddy yard, but a high spot was dry enough where the truck could still back up, the delivery guys refused to even put effort into giving us our furniture even after we told them to unload it and we would take it inside cause one guy "did not want to get his boots wet" but where we told them to park THEY WOULDN'T HAVE GOTTEN WET! then had the nerve to start cussing and just being insanely rude. They ended up taking our furniture that we have been waiting over a month for back to the warehouse without even getting out the truck to speak to us. I can't wrap my head around how someone can be so lazy and so rude when they chose the job. I know it makes no difference because they got their money...but it will never be my money...