Ashley HomeStore

I ordered a bedroom set (King size Lettner group) in August and received a partial delivery with exception of the chest. They explained that the chest was damaged and had to be reordered. When they brought one a few weeks later, it was the wrong one (youth size). Since then, there is an excuse every week that the chest is damaged and has to be reordered. This has been going on for 3 months. When I decided just to return all of the furniture so that I can find a complete set someplace else, customer service was all too happy to schedule a pickup for the furniture. I don't understand how employees are so enthusiastic about a customer returning furniture and not interested at all in resolving the problem of getting my chest delivered. We own a business, and I am certain that if we had that same work ethic, we would be out of business. This furniture and mattress was almost $12,000 which might not be much to Ashley Furniture, but it is my hard-earned money and I expected more from them.

We purchased the sectional from your Clearwater, FL store back on April 2022. We have nothing but issues with this sectional - we already have had 4 sections replaced due to stitching coming away and motors on recliners not working correctly. The motors are now broken again - we had a technician come out who stated that he would request a full credit to our account and in the meantime order two new motors. We received an email on Oct 2nd stating that we needed to contact our extended warranty company. I contacted Customer Service last Friday and was informed by the representative that the motors had not been ordered by the tech and that he was going to send a request to the Corporate Office for a credit to our account due to all the problems that we have had. The tech did not mention the stitching coming away. He also said in the meantime he would order the motors. I called today to find out the status of our request for credit and was told by this representative that I had to call the warranty company, I asked to speak to a Manager - was put on hold for over 15 minutes and then was cut off. I am disgusted and expect a timely response before I take matters further.

I was provided a letter of recall on the items listed above which I purchased 9/18/ 2020. I was told to go online and register my products with the serial number and Model number. All done on 9/10/2023! Waited for a call to have the repairs because I was told the Power recliner cupholder with LED lighting can overheat, posing a fire hazard. I was told to immediately unplug the electrical cords from the products. done and never got a call. I decided to call them at [protected] to see what was taking so long. They told me to go to the local store. The local store gave me a weblink: [protected]@Ashleyalabama.com. This did nothing. I call another number [protected]; He told me to go to LOWE's and when I get in the parking lot to call him back. Guy number: [protected] Ext: 7000 Richardson. Bad Information. I need some assistance. This is not good customer service. Would not recommend them to anyone and I will not purchase there anymore. They Sucks!

Do NOT purchase any warranty for their products because they will not honor it. We have had our couch for 3 years and our dogs accidentally peed all over our couch we were assured by our salesperson that pet urine is covered as stated in the warranty terms and conditions. Guess what? Did you know that they don't cover "odor"? So apparently pet urine can't smell or they won't cover it. I spent hours on the phone and online to put a claim through with zero help with them just talking in circles with no resolutions. Completely disappointed and disgusted at this company that does NOT support families with pets, because if we knew this was not covered we would have never purchased this type of couch because you can't even take the covers off to clean it and it saturated into the frame so it is basically destroyed.

Placed order on 20 Sep 23 at local Alamogordo, NM store. Was told order would arrive at approximately 24 Oct 23 at local store. Checked with store this morning & was told delivery is now approximately 6 Nov 23. Called Customer Service & was just referred back to the local store. Tried a different Customer Service # & was told by automated system to call back at a later time. It's insane that a company takes 6 weeks to deliver the order. Even more insane that it's impossible to reach someone who can provide answers. At the present time, my mpression of this company is extremely negative.

I purchased a bed less than one year ago. I’m the only person that sleeps on it it’s practically coming apart. the headboard/footboard are loose and the bed squeaks. When you try to make an appointment, they send you to a third world country that you can’t understand anything they say nobody calls you back to let you know if they made an appointment for you until you called him back and then you have no choice when they come. They send out a person that told you you were supposed to disassemble the mattress and box spring but nobody told you that I’m only one person I’m 55 years old. I can’t pick the mattress and box spring up myself but they don’t seem to care because that’s my responsibility. I have no family. It is just me and my dogs are not much help. Then this guy is so afraid of dogs and he thinks I’m gonna leave my dog out in the garage in the Florida heat. I would put him out in my garage first so he left didn’t do a thing I missed a whole day at work and I still haven’t gotten anywhere. I try to make an appointment again I have to speak to somebody once again I can’t understand but yet I live in the United States I don’t get it so now I have a $3000 plus bedroom set in a bed that’s falling apart. My last bedroom set I bought 30 years ago from rooms to go it was still perfect when I got rid of it I guess I should’ve kept it because it lasted a whole lot longer than less than a year. Ashley is going to wait until my bed is out of warranty and then they’re going to screw me over and leave me with a bed that’s gonna fall apart because I’ll be out of warranty who would’ve thought I needed extended warranty for a bed they’re supposed to last but apparently not when there crap. I thought this was a reputable company, but apparently I was wrong. So if anyone actually reads these things, I would really appreciate some kind of response get it but I’m sure I won’t get one

Upon purchase was told the products would be available for pickup the following thursday.. When I got to the store I was informed that there was a mistake on the pickup date it would be available 10/10/23.

On 10/11/23 called to make sure everything was ready.. Nooooot! Now i'm informed that it might be ready by the end of the month.. This has been the worst experience i've encountered purchasing furniture. Everyone involved has passed the blame on the next person.. The fact of the matter is if I was told it would be ready in two plus months I probably wouldn't have purchased it in the first place. It would have been my choice if I wanted to wait that long.. Have been treated like o'well we got the money and it don't matter when you get the furniture! Would never ever purchase anything from this place.. You could even give me anything from ashley's!

The recliner and love seat both have a defect where it leans to one side, seems like it is structural? I have tried several times for 3 weeks to contact purple cow warranty and the number is always “busy” no one at Ashley’s wants to help! I paid $400 for a bogus warranty! I still owe money on my furniture and don’t think I want to continue to pay since no one seems to care about the poor quality of the expensive furniture I am paying for! My email is [protected]@yahoo.com

I purchased from the Modesto California store on Sep 23rd at 3:15 PM and at the time of the purchase Jerry the store manager and Angel the sales person were so very nice . Before I purchased, i mentioned i should go home and measure. Angel kept saying, why have to come back to Stockton and then come back to the store take the measurements? Just go home and call if they are to big.

Well the measurements seemed fine, but we use to have a love seat and a couch so when the sectional was delivered and set up it was so overwhelming and the couch was very stiff and to large for the area . I did sit on the this one in the store but it was more soft.

The delivery guys did not mention that if we wanted to return the piece it had to be that day, Matter of fact they did not offer when we were looking at the size of it in the room to take it out or even assist in our options.

They just wanted us to sign and it was to fast of a process being this was a new piece. We purchased the five year warranty.

So I had my niece that was with me at the time of purchase due to I am an elderly woman and have issues walking, so my niece was with me at time of purchase and delivery. So she called and spoke to the store manager Jerry on Sep 25th with in the 72 hour mark, and Jerry said she could not help us out with an exchange or return, but she would ask higher up, and get back to me in three days or so, that it would take time. Three days went buy and no call. So I had my niece call again Sunday Oct 1st, and Jerry was busy, so Laura whom answered the call said Jerry would call back. Jerry called back and asked me what did I have in mind and I mentioned a couch and 2 chairs or something equivalent to what I paid which was $5722.00 but this was the total with delivery and the 5 year warranty, so price of the couch equivalent for a trade or something smaller. Jerry then says no i cannot help. Now why would Jerry ask what do you have in mind like she wanted to help, if she was not going to try to help me get something that better fits our space and our comfort levels as elderly couple? Jerry asked and then said no right off the bat, I have purchased from Ashley's many times and never had such a problem. It is just and my husband that sit on it for the most part and our company but we have had only one person for company recently due to I have been ill. At the time of delivery about 5 to 10 minutes before they arrived to deliver the couch I became ill and was in the bedroom, my husbands had to a help me therefore it was a bit chaotic and hard to really think should we send this couch back, we really wanted to see if we could make it work. So when I called Jerry asked if we could exchange it she said well there were three people there why didn't you send it back? For one reason no one ever told us that we would have to reject it right after it was set up, second reason was I was ill and my husband was attending to me cause I do not walk well , my niece was there to show the delivery guys the picture of how we wanted it set up they kept asking. My niece did not pay for this couch so it was not her call. I told Jerry the couch is not comfortable and to big for the spot, yea as in the pictures it is in the room but the pictures do not show how close it is to the entry of that room. Another thing we did not keep in mind is that these reclining chairs had to be plugged in and the outlets that are available or near the cord has to be across the floor and is a tripping hazard for me being I walk hunched and slow and with a walker at times. In the store you do not see the cords therefore did not really raise a red flag at time of purchase. This couch is to big and stiff and the cords are a tripping hazard, yes I know the cord situation you have no control over but I mention it only due to while in the store I did not realize or dawn on me that these would have to be plugged in and that these black cords would be in my walk way. This is a lovely sectional just to big for my space. A person can measure and measure but until you actually see it, one does not know. Then you feel rushed cause the drivers want you to sign so they can go and that is hard. You pay for something you really like in the store and came to the store twice to see it and it arrives and you have literally five minutes after they set up to deiced. There is a return policy I just learned about with Ashley's a 30 day but it states new or unused. Hello as soon as they take the wrap off on the street and place it on that street with no wrap this is considered used. So how can one return in that 30 day window? I called before the 72 hour threshold i read about, Jerry just never called back like she told she would do, so I called her after the three days she asked me to give her. So here it is Oct 3rd and no resolution. You have an outlet store in Lathrop I am sure it can be sold there if returned. This should of been resolved the first day I called BUT Jerry seemed reluctant to do so. I cannot attach photo at the moment, keep getting an error on my phone.

I ordered 2 side tables from the Ashley Hone Store in Florence,Al on July 6th, 2023. I waited until week 6 after ordering to see when I might expect my tables. I call each week asking when and where my tables are in the process and get a different answer each time. I called last week and the person I spoke with said that they where in Bessemer, Al. I called today and was told they are still at the manufacturer. I keep getting the run around. I could have drove to Bessemer and picked them up, but I suspect tthat they are not even there. The company doesn't mind keeping my money and using it while I'm still waiting for 2 side tables. Poor customer service !

The couch that I have purchased. in March has never reclined correctly and part of the couch hangs down. I have gone to the store many times to get this issue resolved. I have provided pictures. And I was sent parts for my couch that I am at a loss why anyone would send me parts for a couch that no one has even came out and looked at to see exactly what the issue is. I am tired of dealing with this and I want everything including the delivery fee returned to me. I have called your corporate office only to be transferred around and then hung up on.

I have been told by the store that this issue has goon to the vp and I should get a call nothing to date , has anyone reached out to me,

In 2015, the Ashley salesman used his spiel about why "blended leather" is better then bonded leather to sell me a sectional. In the next two years, the upholstery started to crack. By the third year, whole sections were peeling off. I had bought the five-year protection thing and tried to use it, but they said it didn't cover this, and that if I did get a covered problem, they would replace only ONE cushion or section (even though at least four were destroyed).

If you look for it, you can find photos of this same sectional in the reviews of virtually every sofa cover on Amazon. It has been a nightmare for literally thousands of people who are desperate for a way to salvage it.

Absolute worst furniture experience of my life and I would never let anyone buy from Ashley again.

1910.1048 App C - Medical Surveillance - Formaldehyde Occupational Safety and Health Administration
Inbox
Bob
Tue, Aug 15, 7:00 PM
Thank you for your above response. Please read the attached OSHA report and as previously stated Tyler’s report of the June 15th home visit. We experienced a li
2
Maryrose Zicaro
Tue, Aug 29, 10:58 AM
Bob
Tue, Aug 29, 7:15 PM
to Maryrose
Thank you.
Sent from my iPhone
> On Aug 29, 2023, at 10:58 AM, Maryrose Zicaro wrote:
>
>  This information has been forwarded to Ashley Cooperation. So should be hearing from their legal department, they will be handling this going forward. Reference all correspondence to them.

I purchased a dining table on September 5th Order # [protected]. I received the delivery yesterday and upon opening the package discovered that the table was damaged in the corner. I took pictures of the damage and immediately contacted ashley customer service who then directed me to an agent who requested pictures of the damaged table. I sent the agent the photos and was told that she would call back with an update. I never received a call back so today I called back and spoke to an agent who put in a request for a replacement table and gave me the delivery date of September 19th. I then tried to get an earlier delivery date and was told that was the earliest I could get. I contacted Ashley again and spoke to another agent about getting an earlier delivery date who told me she put in a request and would email me when she heard back. I waited for the delivery of this table and now I am stuck with this damaged table that I cannot use and I have to wait another week for a new table when this is not my fault. Its unacceptable.

I ordered a bedroom outfit on July 9th. At the time the dresser came it had a crack on the top of it. This was returned twice before I received a dresser that did not have a defect. Finally received a good dresser on August 30th. Today September 6th Ashley Furniture came back to the house to drop off another dresser! Luckily, I was at the house to inform them that the dresser was dropped off on August 30th. Communication is awful. I live 45-60 minutes for the delivery drivers to come here. Wasted fuel by Ashley and wasted the time of the drivers.

The nightstand that I have had to argue every step of the way to get this refund because it had multiple chips at the bottom. First was saying I am supposed to donate this and get a receipt in hopes that I get the refund. When I called to let them know that no one on their pickup list will pick up in my zip code she argued until I had her bring up the website and enter my zip code. FedEx picked up the item on Aug. 2nd. After 10 phone calls. Multiple emails, today September 6th the person issued the refund. Such a disgrace that this is how Ashley Furniture deals with people.

I really do like my bedroom outfit. The items are good quality once I received the items in perfect condition, but it certainly shouldn't take three dressers to come before the third one delivered is in good condition and it shouldn't take 36 days to get this refunded.