Ashley Store — Local services in Pineville

I've never written a bad review on a place and am definitely patient and all for giving chances to make things right, but since my situation has been going on since January and nothing has been resolved, I have no choice. Plus I don't want this happening to anyone else! This is about to be LONG!

My husband and I bought an entire bedroom set, dining room table and couch here. We were very happy until a little over 1 year later when we were noticing the table chipping and the couch literally falling apart. The couch is falling apart in the strangest places too (the top of the back cushion and on the side of another). In January I went to this location to speak to the manager. I showed him these photos and he said that this is unacceptable and told me Diamond Care would take care of it. We had a very nice talk and I was happy to go reach out to Diamond Care. He was so sure that they would handle this that he actually wrote down his personal cell # and told me to call him if they didn't take care of this for me. Well Diamond Care was beyond rude and unprofessional and the entire phone call they were making excuses as to why they can't take care of any of it. After that, I did call the manager's cell # and left a voicemail explaining how they will not handle this situation. I received no call back from the manager. As I mentioned I am very patient so I gave it a few weeks and when I still hadn't received a call back by then, I called the customer service and asked to be transferred to this location. The lady on the phone was very nice and asked me what I needed. I told her that I am looking to see if this manager is still working there (because in my mind if I didn't get a call back he may not be working there anymore). I gave her his name and she got back to me saying he does still work there but wasn't there at the moment so she was connecting me to another manager. This new manager was SO unbelievably kind, understanding and really made me feel like he was going to help me out! I even told him at the end of the conversation how thankful I am for his help and how much better I feel that I know now this will finally be taken care of! He told me he was going to get in touch with Diamond Care and instead of having me wait on hold while he does, that he would call me the following day. He asked what time I work until and we set a time for him to call. That was in March and there has never been a call back. I sent two follow up emails to him. I have his email address because while we were on the phone he asked me to email him the photos so he can see the damage I'm talking about. He couldn't believe the photos either and agreed that this has to be taken care of! But.....you guessed it, neither of my 2 emails were responded to either. I can't express how disappointed I am. It's sad that we gave SOOOO much of our $ to a place that clearly doesn't care about you once you walk out their door. To reach out to TWO very nice and seemingly caring managers, get no calls or emails returned, and have absolutely no help from Diamond Care either, is the worst feeling. We are stuck with falling apart furniture and everyday we look at them is a reminder of this whole horrendous experience.

**UPDATE 6/25: I spoke with a 3rd manager at this store who PROMISED me she would get to the bottom of this. Just like the 1st manager, even gave me her personal cell # and told me to use it if I have any other questions. She got me to a point where I thought we were finding a resolution here, but nothing has come of it. Also when she told me to call Diamond Care, they gave different info than she told me. I texted her asking to call me. She responded that she will call when she's back in on Wednesday (that was 3 weeks ago). I sent another text asking to call days later..nothing. I called the store last week. They said she would be in at 12 which was in 3 minutes. They told me she would call back. NOTHING! I can't believe I let another manager here make me think they'd actually help me get this resolved all the way through. DO NOT...

Very Disappointing Experience – Buyer Beware! My wife and I made the mistake of purchasing several pieces of furniture from Ashley Furniture in Charlotte, convinced by their promises of high-quality, long-lasting products. On top of that, at the constant urging of our salesperson, we also purchased an extended warranty plan, which we were told would cover any and all issues for the next five years. Well, that turned out to be nothing more than a sales tactic. The warranty company is a third-party operation that seems to exist solely to deny claims for the most ridiculous reasons. Most recently, our ottoman developed a tear, and when we submitted a claim, it was immediately denied. Frustrated, I went to the Ashley store in Pineville to address the issue. The manager there, Melissa, was initially understanding. She spoke with her manager, apologized, and assured me we would be contacted to resolve the problem. However, I never heard back from the warranty company, so I went to the store again. This time, Melissa seemed to have developed amnesia and couldn’t remember anything about my case. I’m left wondering if Ashley Furniture just hopes customers will forget about their broken promises. It’s incredibly frustrating when you're dealing with a company that treats you like this. I’m deeply disappointed. We spent thousands of dollars on furniture that was supposed to last, and now it’s falling apart after only a few years. We’re a mature couple with no kids, so it’s not like the furniture is being abused. It’s frustrating to be lied to and treated like our concerns don’t matter. Ashley Furniture has lost us as customers for good, and I’d strongly recommend you consider other options before making the same mistake we did. Extremely dissatisfied and regretful.

Ashley Furniture replied to my email asking for a ton of info and photos—which I sent right away. Then… silence. The irony? Their email address is “WeCare.” You can’t make this stuff up. If I’d read the reviews first, I’d have never spent a dime there. My experience is one of many—a couple-thousand-dollar lesson learned. And the cherry on top? Their first response to my review was pure gaslighting. I wish I could say they made it right, but this story doesn’t end with “happily ever after.” It ends with me shopping literally...

I really try not to leave bad reviews, but this time I think it's well deserved, and customers should understand how Ashley Home Store somewhat lies to their customers. I've had two experiences with Ashley Home Store, both were not great experiences. However, this last experience has taken all my trust away from furniture stores in general.

My wife and I went out looking for a couple of couches roughly 18 months ago and found a love seat couch and another one that sits three for our living room. The sales team was really nice and helped us find everything we wanted, including a warranty. Well, you know what did me in? That's right, the warranty. If something spills, it's covered. If something rips, it's covered. If something breaks, it's covered. If they can't fix it, they will replace it.

Well, apparently not. I called their “5 Star Service” to submit my claim. The third-party company came back and stated the claim was not within their warranty. This is where I got upset. I called the “5 Star Service,” which is the name of the company, and asked why this was not covered. They stated the rip throughout the liner was not in the scope of the warranty and they couldn’t see any damage from the wood on the side since it’s in the lining. Then, I decided to call Ashley Home Store customer support. They were polite and looked into the matter. After submitting more pictures to their support team, they determined that the wood damage could be fixed by sending someone out to my house to fix that section of the couch. However, they wouldn't be able to fix the lining of the couch because it is not in the manufacturer's warranty. This lining is the only thing that holds up the area in which you sit and is the main issue.

The support team said they couldn't help. They stated in five years you will have 400 dollars to spend since it can't be replaced. I won't be going back to Ashley Furniture again. I feel my wife and I were manipulated at the store into buying furniture that is frankly not worth the money because we were guaranteed that our couches would be fixed if there are any damages. It seemed like a good deal considering we didn't expect anything to happen to our couches. I feel this needs to be shared with other...