Ashley HomeStore
Reviews and Complaints

I wish to register a complaint about how wrongly I feel I was treated as a customer.
In February of this year I purchased a king size mattress set from Ashley Furniture Company.
At the time of purchase I was told that if I also purchased a mattress protective cover for $120, I would be eligible for a “comfort guarantee, ” which meant if I was not satisfied with my purchase for any reason I could return it for another of equal or greater value after 90 days and before 120 days.
My wife & I decided we were not satisfied & wanted to return this mattress & get a more expensive one we had looked at in the same store.
Two days ago I returned to the store & was first met by a salesman who claimed to know nothing about this guarantee. He then directed me to a very rude & callous woman who told me that since the Ashley Furniture Company had been recently bought by another parent company this warranty was no longer valid and there was nothing I could do about it and was just stuck with it.
I asked if there was anyone to whom I could complain & she told me to call the Customer Service number.
Today I called the Customer Service Department & again was told quite directly the same information. So now I am stuck with an expensive mattress set that I am very unhappy with.
I understand about bigger companies buying & selling smaller ones but to have no consideration for customers & to not honor warranties & agreements made previously seems rather harsh & not in the best interest of satisfying customers. It seems to me that especially in these difficult economic times it would be in the best interest of any business to strive for exceptional customer relations, especially in a business such as furniture where there is such competition.
I have bought several pieces of furniture at Fingers and at Ashley after the name change & was a very satisfied customer. I have several more pieces I am planning on buying in the near future & was going to also shop for them at Ashley.
However after this extremely upsetting experience at Ashley I will never shop there again.
I will tell everyone I know, & anyone else I can, how terrible I was treated & not to make the mistake of shopping there & subjecting themselves to this sort of lousy service.
It’s unbelievable that some big companies still don’t understand how to cultivate & maintain a loyal customer base in order to remain in business & profit for the long term.
Evidently they are only interested in the short-term bottom line. Perhaps they should ask Circuit City how that works for them.
Leslie H. Knight
06/05/09
[protected]@hotmail.com

I work for the Rutherford Law Firm in SC and I am currently trying to file a litigation suit against Corey Baker, Ashley Furniture, and Baker Intntl. Group. Does anyone know where he is or how I can serve him. We are working hard in trying to pursue our client's refund for furniture that was never delivered, but cannot find him. If you know someone or have some information as to where and how I can find Corey Baker or an office for Baker International Group (now that all locations are closed in and around Columbia), please contact us at [protected]. If you are also in the same situation as our client, we may be able to assist you in obtaining refunds or delivery if needed. Businesses should not be allowed to skirt around liability when they do not service their customers in instances such as our client's and the ones I've read below. I appreciate any assistance anyone out there may be able to provide in our pursuit for justice.

For over 28 months I have been told a bundle of lies from this Hoover, ALabama store--We told the deilvery personnel that something was wrong with one of the leather reclining chairs and they said they cannot take it back oncee we signed for delivery but if we contact the store they will take care of it by replacing it. I fought with this store for 14 months before they told me the store warranty ends 12 months after delivery--they would then send a "repair" man to fix the torn leather, and bent metal interior--all he did was force screw the entire right side of the chair together with long screws--it continues to rip the leather, feels like a bed of rocks, and the mechanism does not work properly. I then focused my attention on the warranty company (I was charged over $400 for this additional warranty) and they said they will only fix the issue one time then that issue is no longer under warranty--I asked them to fix the entire chair by replacing--rather than piecemeal--they laughed--they mailed me some leather skin and some metal parts 11 months ago--neither the warranty company nor the Hoover Alabama store would contact me to have this fixed. As of 5-15-09 I have been in contact with the General Store Manager (JohnnyMartin) and also sent a scathing email to the company--Johnny states the set has been discontinued and now he can only hope to fix it rather than replace it---we'll see...ion the mean time I have spent $14, 432 for all 3 kids rooms to be re-furnished (not at ASHLEY) and also over $7, 392 in other furniture (Not at ASHLEY) and also looking for a complete office suite (~$5, 000)...and yes they were told of this also--I also sent them copies of receipts so they would understand I was not just making this up...I WILL NEVER ALLOW ONE RED CENT TO GO TO ASHLEY FURNITURE IN MY REMAINING LIFETIME.

Marc

We purchased a dining room table with chairs in early January 2009. It was supposed to arrive within 6-8 weeks. Didn't arrive. We received one phone call telling us that they would call us when they had an arrival date.

At 10 weeks we still had not heard anything and we went back again to the store... they gave us another date and finally we asked that if the item did not arrive by this 'new' arrival date (12 weeks after the original purchase) that our money would be fully refunded. Agreed. We actually gave them THREE extra days and finally went in and canceled the order.

Since we paid with a credit card they would not write us a check, they had to place the purchase amount back on our card. They promised that within 7-10 days we would receive our refund. Today is day 10, no refund. I just called... oh, silly me, it is 7-10 business days.
So, we are actually only on day six now. I asked if we could have a check refund in four days if the refund isn't back in our account. The very quick and final answer was "NO - you will be refunded in the same manner in which you paid." OH, REALLY... well I am quite sure they had our money within a couple of days - probably hours. They have sat on this for FOUR MONTHS NOW. I bet we don't get our money back with interest!

I have heard horror stories from other unfortunate local customers since our little fiasco started with Ashley Furniture, Chico, CA; people waiting for months for furniture and then having 30% of the purchase price withheld from a refund if one is requested.

I want to warn every single person who is capable of reading these words and might consider shopping at Ashley Furniture, Chico, CA ... DO NOT SHOP ASHLEY FURNITURE IN CHICO, CALIFORNIA. If you do, you better walk out of the store with your product the very day you purchase it - or it will be several months... if ever, that you might get to use your new furniture!

We are at week 15 now, no refund, no dining room table and really... I am not holding my breath for four more days, because with the track record of Ashley Furniture, Chico, CA - we will most likely be dealing with this mess for a while. Regrettable. Very, very regrettable.

we bought an ashley den set consisting of 3 pieces; couch, recliner, and loveseat. it was purchased november 2008, thanksgiving and was delivered in december 2008. in february 2009, 2 months later, we called because the couch was broken. ashley sent a man here to look at it. not onlky was this guy rude and "common", but he was a short thin man. when he sat on the couch, maybe he weighs 140 pounds, he felt something broken too. fine, parts were oredered and delivered in march 2009. well, now the loveseat is loosing its firmness and quite frankley, ashleys products are terrible. its only 5 months old, what will this be like in a year? please e mail me ASAP and CALL [protected] as we want a new product or full refund. we are very unhappy and quite angry. please seeto it that this complaint gets to the right person and responds in an appropriate amount of time. thank you, lisa bernstein [protected]@aol.com

I ordered furniture for my living room, bedroom and kitchen. I received a phone call the night before delivery and was told they "forgot" to include the legs for one of the living room end tables. When i called the store to find out when they were going to be delivered i was blown off and told that they would ups them to me. I asked how long it would take to get them it was 2-3 weeks. I asked to speak to a store manager to complain and he said "what's the big deal, it's only 2 inches".
When the furniture came, the headboard had a foot long crack in it, one of the kitchen chairs had a crack, the coffee table had a spot that was "repaired" very poorly and one of the dresser drawers was cracked. Huh? This was supposed to be brand new furniture! I have been getting the run around for a week now and am going to return everything, as they have suggested, without a restock fee since they are getting tired of hearing from me. Do not ever buy furniture from this store. It is garbage.

We had been looking for furniture for months and had absolutely fell in love with a particular living room set from Ashley Furniture. On March 1st, 2008, we went to Ashley Furniture on Rockford, Illinois and picked out what we wanted. We decided to do a 90-Day same as cash through RAC and we were very pleased at that point. We were given a delivery date for the end of March, 2008. I received a phone call from Ashley's customer service on a Saturday, a week before delivery, to confirm the delivery date. That following Wednesday, I received another call from Ashley's customer service stating that my delivery was being cancelled due to a backorder on my chase lounge and that it would be an additional week. Not a problem. Then, the following Wednesday, I received another phone call post-poning my delivery AGAIN for the same reason! Finally, I received a confirmation phone call on Thursday (the very next day), saying that they would be out to deliver my furniture on Monday. Since I had to work and my husband was out of town, I had my sister here to meet the delivery men. After they were here for about 45 minutes, I received a phone call from my sister saying that they brought my 2 couches, my 2 endtables and my coffee table, but no chase lounge! I told her to keep the delivery guys at my house until I called back. I called Ashley's customer service and asked what was going on. I was told that they realized that morning that the chase lounge still wasn't in, and that they would have to schedule a seperate delivery date. To top it all off, I was told that I would have to pay for the additional delivery. So, I told them I was sending the delivery men back with all of the furniture and that I wanted my money back. I then called my sister and told her to make them put the furniture back in the truck and take it back. About 5 minutes later, I received a phone call from Ashley stating that they would waive my fee for the next delivery if I kept the furniture. JEEZ...THANKS! Needless to say, I had to wait another month for my chase lounge. Finally, I had all my furniture! Unfortunately, the aggravation was not over. After 6 months, we switched our couches around since we were mainly using only one at a time. After about a month, we started noticing nuts and bolts on the floor underneath the bottom of our recliner. Then, the stuffing started riding up from the footrest into the cushion. For 5 months, I was getting the runaround, over the phone and in the store. Ashley was putting the blame on RAC and RAC was putting the blame on Ashley. Bottom line is that there is a one year manufacturers warranty with Ashley on their furniture. I was finally told by the Rockford store location that my furniture was under warranty for 1 year from the delivery date and that I needed to call the customer service line to set up a date and time for someone to come out and look at my furniture. I called customer service and was told that they will not do anything for me! Here we go again...I then decided to go through the store again and to no surprise, I was given the runaround. Finally, I was told that my warranty was only good from the date I came into the store and purchased the furniture...NOT from the delivery date! It seems as if they did everything they could to not have to come out here and would not give me a straight answer until it was too late for me to do anything about it. I now have to pay out of pocket to have this recliner fixed. I will be contacting the BBB as well as WTVO17 news to get the word out there that Ashley is NOT the way to go. I would hate to see someone else go through what we went through. I WILL NEVER PURCHASE FROM ASHLEY AGAIN! I'd rather sit on a cardboard box.

I purchased a sofa, loveseat and chair and both the proper products to clean and protect.Found out the cream to remove stains from leather also removes colour.Now about 2 yrs later I have lost colour in furniture, covered in spots and is now getting holes as well.Was told leather furniture lasted but am finding waste of alot of money and not happy at all.Will never purchase Ashley furniture ever again.

We where offer $500 in gas rebate with a purchase of a living room set from ashley furniture store in wesley chapel florida just by sending our receipts each month for 4 months, I didnt received anything I just come to find out is a huge big scam! Even the phone # provided on the certifate does not exist. Shame on ashley furniture

Well we saw a circular in the paper advertising a leather sofa for $499.00. We went to the Athens GA. Store and also took a check to purchase the item. Needless to say like many other ads that are published, they didn't have any idea about the ad or merchandise. We kinda got the cold shoulder from the sales persons and left unnoticed. There are too many furniture stores needing to sell their products for this kind of experience. Maybe it was just a bad day but we will look elsewhere from now on. Sorry but we are disappointed.

Plain and simple!...bought couches from Ashley furniture(fingers affiliated company) for 0% interest for a year. Made payments loyaly and found out the hard way.When I looked at my credit report I founded out that they had been returning my checks(paid bill) cause I supposibly had one to many #'s on my billing account. This had been going on since july 11, 2008. till now feb 04 2009. They didn't even have the odasity to let me know via e-mail/mail/ or telephone about this error, insted they just kept on cashing in on returned check fees/late fees. Dont let this happen to you...and if it did, dont speak with the supervisor(Kristen Id # 7117) cause she has piss poor supervisory skills, very unprofesional and rude.She just topped it off making an even worse impact on the company name. Ge money/ge online services Ashley/fingers sucks.

More Ashley Furniture Reviews:
Reviews by product/serviceFurniture (29)Customer Service (17)Living Room Set (15)Dining Room (10)Bedroom Furniture (6)Bedroom Set (6)Bedroom Suite (6)Delivery And Quality (4)Furniture Delivery (4)Furniture Purchase (4)Horrible Service/Delivery (3)Recliner (3)Service (3)Sofa (3)Sofa/Loveseat/Chair/Ottoman (3)All Furniture Purchased (2)Ashley Furniture (2)Cedar Heights Dining (2)Chaise Chair (2)Cottage Retreat (2)Delivery (2)Durapella Sofa (2)Furniture St. Louis (2)King Size Bed Purchase...Parts (2)Kitchen Table (2)Leather Couch/Chaise (2)Leather Sofa And (2)Living Room/Kitchen (2)Purchase Of Table (2)Reclining Sofa (2)Restocking Fee (2)Rolltop Desk (2)Sofa & Loveseat (2)Sofa And Chair & (2)
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I purchased a King size Simmons Mattress in March of 2006 for $1, 200. After 18 months the bed start sagging and develop body imprints of more than 2.5 inches. Called Ashley and they send tech which took over 2 weeks. He showed and looked and agreed it was bad. He also stated that if you get the same mattress replaced, it will happen againg.

Not good, He said I would hear back in couple of days. Two weeks went by and I called back to Ashley and they said I should hear back within the week. Another 2 weeks and I got mad. Call Ashley again and now they said since the law tag was missing that the warranty was void. I said that was unacceptable and wanted to talk to a manager. Lee Carpenter called me and pretty much didn't care and stuck to the same story. Law Tag, we never removed because we don't know what it is. I told Lee, how do we know with 100% that the tag was there or the delivery guys ripped it off. They delivered the bed and put it in place and we have not moved it since. She made me feel like a criminal and that I was lying. Bottom Line, the bed was purchased from Ashely, its defective and they do not want to stand behind their product. I have purhcased over $10, 000 from Ashley and never again. BEWARE DO NOT BUY FROM ASHLEY, YOU WILL REGRET IT. I AM A EXECUTIVE WITH OVER 500 EMPLOYEES IN CHICAGO AND I WILL LET EVERYONE I KNOW ABOUTH THEIR PRODUCTS AND SERVICE. I GAVE ASHLEY TIME TO RESPONSE BEFORE I POSTED, HOWEVER I NEVER RECEIVED A RESPONSE FROM THE PRESIDENT OF ASHLEY WHICH I SENT A LETTER VIA FAX TO THEIR CORPORATE OFFICE. DO NOT BUY FROM ASHLEY!

Since day one we have had problems with our couch. It came in with the sewing coming undone. The first month we had springs popping off the back of one of the recliners, sewing coming undone on the couch and multiple places. Cushions getting flat and becoming bunched up. The backing or stuffing was falling out of all the backs of the seats. Our ottoman drawer was broken and the casters keep breaking. They tried to fix it by screwing screws in the casters but failed. Also in some spots instead of sewing the material they stapled it. It would be like holding 2 pieces of cloth in mid air and stapling them. There is no backing for the staples to go into. We have a bar under the sleeper mattress that is bent and the mattress itself has been used maybe a month total and has holes in it from the springs. They have lied saying our dogs have taken a crap on our couch . They said my wife said our dogs pooped on our couch and I was standing right there. It was a lie. That never happened. Our dogs are potty trained. I did lose my cool with customer service because of this. Then Big Sky Upholstery (a repair company)said it was customer and dog abuse that is why our couch is falling apart. They also said when they were here doing repairs our dogs are trying to chew through the door to get out. Also a lie. I took pictures of our couch and the door to show proof of them lying and to show the problems on our couch Here is the website that the pictures are on. http://spokane.app.bbb.org/complaint/view/27020495/c/we3p1m (Complaint ID#: [protected]) I have emailed Sandra from the triple B with more pics they are not on the website yet.
I have tried with the triple B but Ashley Furniture refuses to go to arbitration

Do not buy ashley furniture... It is basically high style crap. They offer a high style "look" to mass consumers at an affordable price; albeit the "look" does not fool me... It still looks cheap because it is cheap.

I grew up in a home filled with ethan allan furniture, purchased in the mid sixties. I believe my father spent around 25k to purchase an entire household of “traditional” furniture. Interestingly, after 40 plus years of service, almost every piece of that ethan allen furniture collection is accounted for and is still in use today. My parents divorced in 1990 and the collection got spread out to the family when my parents downsized their real estate and went their separate ways. I have at least 4 pieces of this furniture in my home today. I recovered two very comfortable "big" rockers in the mid to late 90's at a cost of $800 total and they are still in my living room today... Very comfortable too! Fyi... Ethan allen is not the only “quality” company out there, in fact I suspect that even ethan allan has lowered their quality to be competitive, like everyone else, these days. But if you do your research, you will find that there are “quality” furniture manufacturers out there.

I realize that not everyone can afford expensive high quality furniture and I also realize that we live in a "throw-away" society, but the fact remains that quality furniture that “lasts” will cost you thousands and thousands of dollars. What you spent on entire suite of furniture is probably what it would cost to buy one "significant" piece of “quality” furniture, such as a sofa. Beyond that, most reputable stores will tell you that people actually replace their furniture, especially heavily used chairs and sofas / couches, every 7 to 10 years. Subsequently, there's a huge market to sell mediocre furniture at affordable prices. For these reasons, companies like ashley exist; people simply don't want to pay a lot and they don't plan on keeping it that long. Even manufacturer’s like thomasville, flexsteel, bassett, broyhill and lazy-boy (The one’s you see advertised all the time) are not that great, in terms of quality; while they are better than ashley, for sure, they will end up in a land-fill, much sooner than buying a “quality” piece of furniture. What’s most important is the fact while those manufacturers quality may be good, you’ll end up being dissatisfied with the look and performance of these pieces, much sooner than if you’d bought a “quality” piece of furniture.

Recently, i’ve been looking for some new furniture (A leather sectional) and I have been doing a lot of searching at stores and on-line. I actually stopped in at an ashley store in kenosha, wi, last weekend, just for the heck of it. Having never stepped foot in an ashley store, upfront, I believed that it would be crappy quality, but I figured I would check it out anyways…w're all trying to save a buck these days and I figured if I could buy something cheap it might be worth it. Well, I spent about 5 minutes in the store and walked out realizing that i'd be throwing my money away because i'd end up replacing it (Or wanting to replace it) within 5 years.

They say "quality is long remembered, long after the price is forgotten" and i've lived by that mantra in everything I buy... I've actually owned 2 cars in the last 20 years, but I bought the car I wanted and got every option I wanted, both times. So when it comes to my upcoming furniture purchase, i've decided to stick with what I know and buy the quality piece. I've looked at upholstered sectional couches from $1100 to leather sectionals upwards of $7000. I want leather and I want quality, so I am honing in on an internet retailer, club furniture (www.clubfurniture.com), which offers high quality at a reasonable price, albeit it's still going to cost me 3 to 4 thousand dollars. Of course, i'm going to try to beat them down on the price, especially in this market, but i've realized that this piece will probably be with me, for the rest of my life, even if it winds up in a basement rec-room. If I buy a cheap one, I know I will end up tossing it to the curb and buying something else, down the road, which, in the end, will end up costing me more money; that’s just the way I roll.

Sadly, there are not as many people willing to pay for quality these days; that's why the “mass marketers” have been advertising what we want to hear…”that we can have it all for cheap.” with that in mind, do your research, save for what you want, even if you have to “wait for it” and remember…”you get what you pay for.”

Seven days after purchasing over $2500.00 worth of furniture, this company advertised a sale on the items I bought, but refused to give me the sale price because the furniture had already been delivered two days before the sale began. The salesperson told me that the items I purchased were at their lowest price! Imagine my frustration when I saw the ad.
Another problem is that each Ashley store is individually owned so the corporate office reports they have no control over a specific stores policies!
I will never go to nor recommend Ashley Furniture again because something I buy today may go on sale tomorrow!

Buyer beware! I used to be a fan of ashley furniture. Not anymore! Their quality and service has gone downhill!

My husband and I purchased several pieces of furniture there and immediately had problems with several items (The quality!). Ashley furniture wanted to repair but not replace the items. Our sofa and loveseat were eventually "repaired"., but not to a new or even satisfactory condition.

So... I called a manager who promised to call me back. Weeks and weeks went by, no phone call, so I called again. Next, a different manager called saying they were looking into it and even tells me that several other customers have had similar problems with their same sofa and loveseat! But... More time went by with none of my calls being returned even after several messages. Now, a totally different manager calls and says it is too late to replace them. She says she had no knowledge of me speaking to the other managers... And to top it off this manager was extremely rude on the telephone! She finally did admit and see where I had called but would not back the product or offer a feasible solution. I tried to be super polite, biting my tongue, hoping it would help get this issued resolved. It didn't help...

I was appalled at the way that this lady and ashley furniture have handled this matter. Ashley furniture gets an d - in quality and an f in customer service from me!

Catonsville store has the worst customer service ever! I bought a dresser and chose the option to pick it up. The sales person convinced us that the dresser will fit into a mini van - but we realized the furniture was too big for the van when we went to pick it up. I spoke to the manager - thinking I'll be able to find some solution but the manager was so rude and kept saying it was none of his problem! It looks like their customer service ends the moment they have our money in their pocket. I understand that it was none of this problem but it the store's responsibility to not misinform the customers in order to just do a sale. The whole experience would have been better if we would have been treated nicely. The manager also had the audacity to suggest that I should just carry the dresser at the back of the van and let the end of the box hang out!

Ashley Furniture also has one of the worst return policy. There is a 30% restocking fee for cancellation and you will only get the remaining balance as a store credit! Make sure you read all the fine prints before you sign on that final receipt paper. I will definitely not step my foot into any ashley furnitures anymore!

I purchased a loft bunk bed set (Qunitessentials B190, beds, loft desk, loft bookcase, and loft chest) in August. In the store, we were told the bookcase/chest and desk were interchangeable, and could be swapped right/left. We were unable to try out the ladder, as it is blocked off with a banner in the store display (other bunk sets' ladders in the store are not blocked off). On delivery, we found that the bookcase/chest and desk were NOT interchangeable, making the set a bad fit for our room. In addition, the ladder is very difficult to climb becuase the rungs are metal tubes-- extremely hard on the children's feet without shoes! I called and was told there was nothing Ashley could/would do about it. Later I realized the side rail on the bed is too low for a standard twin mattress, making the top bunk unsafe! (we are using the same twin mattress from a previous set on bunk beds-- it was fine with the other bunk bed/rail, and no one at Ashley pointed out that the display bed set has a very thin non-standard mattress!) In addition, the bottom bunk is on casters, so that you can move it to make the bed (it is not displayed with casters in the store) but when the bed moves, it creates an entrapment hazard-- my son has woken up with his head between the desk and the bed frame! Last week we found that the bed was no longer shifting because all 4 casters had shattered beneath the weight of the bed! This bed set is of very poor quality and completely unsafe for children! When I called the Customer First Center, the call center staff seemed very understanding of my concerns, but said the final decision was up to the regional manager, Glen. He has offered only to replace the original casters on the bed. He said he is not at all interested in my concerns about safety or the poor quality of the bed-- it is sold as displayed in the store (which is not true-- casters, blocked-off ladder, thin mattress), and they only address defects. In the paperwork I recieved, it says "Ahsley Furniture HomeStore stands behind our products and will address any concerns you may have with your purchase." That would include not only defects, but also customer satisfaction-- I've paid for a bedroom set my son cannot safely or comfortably use!

Bottom line, very poor quality/functionality, and they have a "you've bought it, it's your problem now" policy! I got the runaround for a week, now it's just the brush off!

Their prices look too good to be true-- and they ARE-- but it's not free-- there's a cost, always a cost! In this case, my kids' safety! Don't do business with this store, and if you've been burned, report them to the BBB and to your state's dept of consumer affairs, or attorney general's office, and the local news! In this economy, they should be out of business-- not ripping people off!