Broad River Furniture d/b/a Ashley Furniture HomeStore Reviews

I got a lemon sofa recliner! Stopped working in 2 days after delivery.
Customer service is terrible! Trust me!

This place is absolutely terrible in regards to delivering furniture, I paid $1,650 for two reclining oversized chairs. I ordered these chairs on June 5th 2020, the delivery expected was July 10th 2020. Two days before the chairs were to get delivered I receive a call stating that the company Ashley Home Furniture uses to deliver furniture was going to be delayed by 2ish weeks, so in tale they were supposed to be delivered around July 25th to the 31st. Then the day they were supposed to be delivered their truck broke down so then it would be delayed another week. When on the phone with the person informing me of a truck broken down I asked her if she could provide another means over delivering the chairs she then states nope sorry . Then the delivery day comes, they deliver around 8:30 in the morning on a Friday I believe. I m fine with it until I realize I paid $150 extra for them to build this furniture in house and be delivered in house and put into whatever room I so choose. The I m assuming supervisor of the delivery team walks into the room I want it to be delivered in then states what the fuck I have displays of stuff I enjoy to collect in that room I wanted as it is a movie/ game room. This is extremely offensive to me as we just met maybe 2 minutes ago, then he proceeds with saying this is just unprofessional. They then bring the chairs to the front walkway of my house, the chairs are already assembled, once they are bringing these chairs in they then proceed to scratching the ever living hell out of the hardwood floors as well as the walls. I then call their support they then state that they cannot provide a refund as the damage done was well over the 24 hour period, this is absolutely outrageous to me as the delivery men did not provide me a number to call and I had to wait over the 24 hour period to receive a call from Ashley Home furniture, they then proceeded to offer me a 10% discount for these troubles I encountered. I do not recommend ever ordering from them as this customer service is not what any human being deserves from a company ever.

Side Note: they also stated within that 24 hour window that any claims couldn t be made, however how could I read this information if the information provided to me was in Spanish on the delivery mans phone he had me sign?

My family recently purchased furniture from Ashley furniture. We were told that we would receive our furniture between 4:30 PM and 7:30 PM on a particular date. The delivery team did not show up until close to 9 o clock in the evening, stayed until 1030 and then told me that they didn t have the proper hardware or tools to put together my furniture leaving about 90% of it untouched. I m now looking at my porch and see boxes and hardly any put together furniture. The crew chief told me to call customer service in the morning and that they would come back and put together our furniture. After fighting with Ashley furniture s customer service department for over an hour they finally told me that they would be able to make it the next day instead of having to wait two weeks until the team comes to my area. They told us that the new team would be in our area between the hours of 2 to 5. Instead of calling to give us a heads up that they were coming, the team just showed up at our house, called my wife s phone and when after two rings she didn t answer they decided that they would go and leave the site. Riverstone logistics is a horrible company to outsource from. I ve dealt with them three separate times and I have been unimpressed by their lack of professionalism and tardiness to jobsites. They overscheduled their employees and have absolutely no interest in helping out the customers. I will never spend another minute in my life buying from Ashley furniture and they should cut all contracts with Riverstone logistics.

We purchased furniture from Ashley HomeStore/Broad River Furniture and received the best customer service upon walking in the front door from Randy whom greeted and assisted us at the Durham location. Randy's professionalism, knowledge and down to earth persona was exactly what we needed to purchase furniture made in the USA! On the promised date Ashley HomeStore/Broad River Furniture's - Lance and his coworker delivered/ setup our gorgeous living room set with their professionalism, stealth like personas working together in unison! Ah! The joy and satisfaction of excellent customer service all the way around.

A complete disgrace of a company. They will not come and collect the defective dresser they delivered because it has been more than 72 hours after delivery even though we contacted them about a broken drawer the very next day after delivery. I told them I contacted Ashley within the 72 hours about the problem and they very irately stated that there is nothing they could or would do even though it clearly states on Ashley's Furniture website that they would take care of damaged and defective items that were delivered. Ashley Furniture Online sent them several emails stating that I contacted them within the 72 hours of delivery and they still wouldn't help. I am with many others in stating that I cant believe Ashley Furniture would use this joke of a company who, instead of taking care of their customers, would much rather steal their money and tell you that delivering a defective product is not their problem.

This company is a disgrace. I can not believe that Ashley HomeStore uses this joke of a company to deliver their products. First when they delivered our $8,000 Tempur-Pedic mattress and power base. The first time they tried to deliver our mattress the delivery guys were having trouble getting it up the stairs and ripped the bottom of the mattress cover. When they had the problem of getting it up the stairs the delivery guys called customer care about the rip and my wife called the general manager of the store in Fayetteville we purchased it from. The general manager confirmed with us that Tempur-Pedic would replace the ripped mattress cover. I the. Went to the stairwell and the mattress was no longer in there. I then asked the delivery driver where the mattress was and he said they put it back in the truck and they left. Finally 5 days later they delivered another mattress. Also we ordered a computer desk that was suppose to be delivered on Feb 7 but when the delivery drivers came to deliver the desk they had was the wrong one and actually it was another customers that they had not delivered yet. They then the next day scheduled delivery for Feb 9, they confirmed the truck had been loaded and they confirmed we would be the first in the list to be delivered to. We just found out that the desk was not loaded on the truck and they said they can not deliver today. Please beware if the fact that wether or not Ashley Homestore is good or not you will have a good possibility that you will have a huge problem getting what you purchased through this joke of s company. It is very clear that the people in the distribution section of their company don t seem to have a clue what they are doing and the managers clearly don t seem to know how to lead their employees and run a successful process and company.

We bought a bedroom set for my dauther and a dining table , so we purchased the 5 year insurance today i call and talk to the company that is supposed to come and fix the furniture and because I did not gave them the right date wish is in the 30 days , there telling me that it has no cover , that my warranty is still active for the next 3 years but now it won't work cause of that and customer service is beyond terrible and try to talk to a manager and no were to be found they just out there regular people to talk to us with out no authority they make decisions. With out me been able to talk to a manager all I want is my autistic dauther have her bedroom set just like it shude be , and this is manufacturing problems not even stuff that it was caused by us. I hope we really get the help we need we save alot of money to buy her this and now we are left in the air , we are just a family trying to give the best for are dauthers and it seems that this is a company only looking after there self and don't care about the customer

I ordered a sectional sofa in December 2016 and they said i will be getting it in January 24 2017, by the time that i call to pick up and they said it not available, they said it should be available in 10 days, 10 days later I call and it still not available, it been like that until March 9 and I come to pick it up and it was a wrong Items, I made a call to the corporation and they set me up next day to exchange, next day no one can find anything on the computer no order was made, I have to sit there for 2 hours to make phone call and they bring out an items with wrong side. Im so tire of this company i will never referral anyone or suggest anyone to buy from them, I have to call the customer services to fix everything that they done wrong, they told me to reject the items and they will give a call within 24 to 48 hours and I didn't get anything in the next 4 days, so I call again and they said your order is completed, nothing else to pick up. if I can give this company a zero star i would.

Ordered a month and a half ago yet still my order that stated it would ve been here two wks ago in which it didn t and customer service is no help, they make excuses such as Covid. My thing is you all are going too be delayed by whatever reason you keep the customer updated properly by email and why keep selling furniture that s going too be pushed back even more months smh. There online needs too limit items that they can actually produce in good timing

Location: WILMINGTON, NC;

while I can say that this was a challenging experience with regard to the "service department."

I reached out to the store manager "Candice" and she made the end result very pleasing. She took a bad situation and made it right within 3-hours of me bringing the issues to her attention. Candice is a Rock-Star and I would do business with her any day. She is most definitely the saving grace for Ashley Furniture. The way she conducts business and values the "customer experience" is absolutely outstanding!

Candice is the sole reason I am giving a rating of 4-stars.
I honestly believe that had I brought my concerns to her attention sooner than I did, I would not have gone through the non-sense that i did.
Candice deserves a raise/or recognition for her style of management!

Worst customer service ever. Cant even pay a bill instore cant get anyone to answer the phone. Worst experience eve

This is the worst customer service I have ever experienced in my life. I was just told by an employee on Ashley Homestore's "Care Line" (after waiting over an HOUR on hold) that it was not their fault that I got "duped at the store." And I did. I made the purchase based on a lie the salesperson told me.

The sofa I ordered from AshleyHomeStore was delivered wet from rain, padding on one arm was shifted and flattened and there was a tear in it. I had to return it for a replacement.

I picked up a table today, When I was putting it together I realized that they forgot the screws, had no screws for the table. Customer service said they will send me the screws in 3 days. Next time I will buy from someone else, This place is Bad.

I WILL NEVER do business with Ashley Furniture again. My order has been RESCHEDULED 4 Times now. The lack off communication, from the store to the ware house and from delivery dispatch blows my mind. I have spoken to several people from Customer Care who have had nonchalant attitudes and who have told me that there is anything they can do but deliver my furniture on the next date available which was weeks after it was originally scheduled. I have been rescheduled from my original deliver date on 10/20/20 to 10/31/20 , 11/6/20, 11/12/20 and now to 11/18/20. THIS IS ABSOLUTELY RIDICULOUS.

Absolute worst customer service ever! You call and wait on hold for hours at a time and you never speak to an actual person. Can t access online account and it asks for your entire SSN. Absolutely ridiculous. Closing this account and never ever utilizing this company ever again.

This Company owns the Ashley furniture store in Augusta GA. COVID has made almost all of their furniture unavailable. The sales people have stated that they are being pushed to sell items even though they know it might be delayed months. I am pretty sure that the store will shut down soon due to low sales so buyer beware.

Still waiting. 1hr in line. No one is doing anything. The line director was gone for so long she did not know who was next in line. Never doing this again. I am happy with Ashley. Just not this place

ABSOLUTELY DISGUSTED WITH THESE PEOPLE. WAITED A MONTH FOR THE SOFA. DELIVERED THE WRONG ITEM, THEN GAVE ME THE RUNAROUND. CORRECT ITEM WILL TAKE ANOTHER MONTH. SALESPERSON SAID IT WAS HER FAULT. NO EFFORT TO MAKE AMENDS. NO RETURNED CALLS FROM MANAGMENT. ABSOLUTE DISAPPONTMENT. AWFUL CUSTOMER SERVICE AND THE MANAGEMENT DOESN'T CARE.

I ordered a couch June 15th and it s now August STILL no couch! I ve been trying to get information or even a refund for it. I was transferred from agent to agent no one cared! I was getting so aggravated until today an online agent Perri got the problem done and corrected in less than 10 minutes. I m impressed!! I m 9 months pregnant so everything is a big deal right now. She was quick and efficient. Even though I will NEVER order from Ashley s furniture again; Perri is amazing

Ashley furniture is the worst business I ve ever dealt with. I ordered a bed for my daughter, was told it would be delivered the following week. It never came. Four weeks later it arrived but turns out that the saleswoman ordered the wrong bed. Customer service said they can t do anything to fix the problem... and gave me attitude and treated me with such poor manners I was appalled! why have a customer service department then?!!?!? The saleswoman also gave me attitude when I called her to let her know the bed she ordered was a wrong, complaining that it s her day off and she doesn t want to go into work to fix the issue.

24 hours have passed and I m Still waiting on my refund confirmation, but no one will take my complaint. Ever time I call/email/chat with customer service, they tell me there s not much they can do. This is the absolute worst business I ve ever dealt with. Soon, I ll report to the BBB if something isn t fixed. DO NOT BUY FURNITURE FROM THIS STORE!

Bought a bedroom set ,told to wait 3 months. Ok, 2 days prior to delivery they inform me that the set will be delayed by another month. Company stated they will issue a compensation but only when the drawer that came in broken will be fixed. So after another month, A 3rd party rep came in ,smelling of alcohol, to fix that a drawer. Our nightstand still has a crooked drawer but to get out of this hell hole we just said ok. The company issued 110 dollars for the compensation, not even 10% discount.

The absolute worse customer service I have ever encountered!! I have been waiting 2 months for replacement parts for chairs to a dining set I bought! Horrible quality and horrible set up!

I strongly recommend that consumers do not do business with this subsidirary of Ashley Furniture. I ordered a table and four chairs, the delivery date was set; on the day of my scheduled delivery an agent called and stated that my table and chairs were not coming with my delivery.

The Agent had no information as to when I might receive my items?!?!
As I begin to dive deeper into what the delay was and what the future ETA would be? The lead agent stated, she had no idea and that [I] would need to call back on the next business day and ask that my table be added to a new date for delivery! Excuse me, as the paying customer-it is the expectation that the customer do the follow up to ask for their purchased items to be delivered? When I drilled down with the senior agent..she emphatically stated "YES you need to call us, or the items will sit in the warehouse." I was flabbergasted.

Consumers, be very mindful that when doing business with Ashley Furniture you are in effect doing business with - Broad River Furniture, this third party retail warehouse offers the worst customer experience I have ever encountered when expecting a furniture delivery.

The senior agents are inept. The delivery operations is broken. Their ability to communicate timely is flawed and they provide a terrible customer experience.

I have learned from this encounter with this flawed third party operator. Please do not put yourself in the position to receive piss poor customer service from Broad River Furniture!

There are other furniture retailers that will communicate and deliver on their delivery promise. Take your money elsewhere

Nice job if you like being a slave. Dont plan for days off. Expect no consistency. Try not to have family or loved ones. Dont expect your time to be respected. And remember its all your fault if something goes wrong.

I bought a couch from Ashley's on 9/24/17 and picked the couch up Saturday 9/30/17. After getting the couch home we realized the couch was damaged, it was apparent that a forklift had hit it puncturing the back of the couch and braking part of the armrest. I was very upset at first but assumed Ashley's would fix the problem. Boy was I wrong, from the beginning Ashley's blamed us for the broken couch. We sent pictures to Ashley's showing the damage and they claimed that there was no way a forklift could do that type of damage. Their solution to the problem was for us to just live with it, talk about great customer service. I am an Army vet going to school full time on the GI Bill, I don't work and my girlfriend is a teacher who barely makes $35,000 a year. The couch cost almost $900! We can't afford to buy another couch from them let alone a used couch sold on Craigslist. The reason we decided to buy a couch from Ashley's was the anticipation of recieving a quality piece of furniture that would last for years. Instead we got a piece of junk that is broken that I wouldn't give away. I would not recommend anyone to buy from Ashley's ever!!! They don't care about there customers, the employees don't care about the treatment of the furniture being stored in the warehouse, and the experience has been far from "exciting fun and easy" as they claim! It's sad to think that a company who profited $104.7 million in 2014 would treat customers this way. So don't buy from Ashley'a furniture . Dont buy from Broad River Furniture company. All they care about is taking your money and in return give you broken furniture and poor customer service. If I could give them negative infinity stars I would.

'Id post a zero if I could. Short story, spent a lot of money at the Ashley furniture store on south Blvd Charlotte. Waited a few weeks, they sent wrong merchandise, told I would have floor model sent to me today, manager, Drew Matlick (if that's really his name) says he won't send me it because it leaves a "hole in his showroom". Refuses to get me paid for merchandise even after his staff promised it to me today. Shame...stay away from this awful retailer, they will screw you over and eake your money