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refused to change delivery date & had to fight to return item
I paid $3000 cash for furniture at the Ashley store on IH 10 in San Antonio. I thought they were great as I am from New England & not familiar with the store until the money was in their hands. I set a delivery date for mid April as I was not sure when I could get into the apartment I was renting and needed to have the rest of my things shipped from New England. I was told by the salesperson that that date could be changed. When I was told that I could have the apartment soon after April 1, I called and was told the delivery date could not be changed and had to sleep on the floor for two weeks. Delivery included a recliner that I was not able to close and when I called to return it I was forced to call the store 4 times and get feisty to be able to return the chair. They offered to send a service technician to look at the chair, but it would have been after the 14 days and if the chair was deemed fine by the technician, I had no recourse, just a chair I could not use as a recliner as I could not close it. The other option was to pay $99 for them to pick it up or rent my own truck to return the chair before my 14 days were up. I opted for the latter and am now out $150 for the truck rental/fuel. They generated a credit memo, but I will have to fight with them to get my cash back to spend it elsewhere. I will not ever buy anything else from Ashley Furniture!
The complaint has been investigated and resolved to the customer’s satisfaction.
Ashley Home Furniture
I ordered furniture, was told it would be delivered in 2 to 3 weeks...I will be lucky to have it in double that. I found the same furntire elsewhere for less...I had to prepay for the furniture, yet they broke their end of the contract and don't want to refund my money. I advise others not to buy at Ashley. Beware of their policies...you prepay for the...
Read full review of Ashley HomeStoredont ever deal with them
I purchased a couch, loveseat, and chair as well as a set of 3 tables on Feb. 5 and it was paid in full (otherwise they wouldn’t order it) and I was told 2-3 weeks. Ok then every time I called to see if it was being loaded on a certain day, they would tell it a different date. they wouldn’t refund my money, and they lied about delivery time and time again, it took over 3 months to finally get my stuff. Then when I get it the couch and loveseat and chair you can see staples in it. The tables were scratched, and say made in china.
Then as if that wasn’t bad enough the delivery was just Ashley style too. They were not there when stated would be and then they unload my stuff in the rain... with nothing to cover it...
I would not refer anyone there...
The complaint has been investigated and resolved to the customer’s satisfaction.
Unless a store actually manufactures their own furniture "on-site, " it can often be very difficult to estimate shipping and arrival time. Most furniture sold today by the big brands is now made overseas. In the days when you ordered a sofa that was made in north-east Mississippi or Hickory, NC., delivery times were much more controllable because the furniture could be made to order and shipped out by a truck in a relatively short amount of time- typically within 3-5 weeks. Now that most of these companies are nothing more than "middle men" or "marketing companies" between the actual manufacturers overseas and the retail stores here in the United States, inventory flow and delivery issues are now beyond the immediate control of the retail store owner and even the "brand" marketing company.
Having been on both sides of the fence as a manufacturer's representative AND a retail store owner, I feel for both sides of the issue. If I receive 95% of my inventory within 3 to 5 weeks, I feel comfortable telling a customer that they SHOULD receive their furniture within that time frame. Now look at the 5% of the time that furniture does not come in. What is the issue?
I can guarantee the retailer doesn't want to keep you waiting. He/she doesn't want you calling every day to see where your furniture is. The retailer genuinely wants to get your furniture delivered and get you satisfied, but conditions beyond his/her control can create an unfortunate situation for everyone. Let's assume that you order a sofa that is just flying off the floor at every XYZ chain furniture store. All 200 stores have sold 5 this month and they only have 500 sitting in a warehouse. Because the majority of this furniture is made overseas, there will be a time delay in getting it to you. The "manufacturer" must purchase at least 500 more from the factory overseas. This takes time. The overseas manufacturer may be set up to produce "Style A" for the next 3 weeks, then they'll start remaking the "Style B" that you ordered. Then they box them up and put them in containers. The containers sit at the factory for a few days to be taken to the overseas port. They sit in the shipyard for a few days waiting to be loaded. Now we're at a month. Boats don't travel at the speed of sound, and they typically don't make a Bee line for California. Just like a UPS truck doesn't carry one package straight to your door, container ships may or may not make stops to other ports along the way.
Once the container is in port, many things can happen to slow things up again. Remember the dock worker's strike in Ca. a few years ago? Containers sat unmoved for weeks! Because of our current fear of terrorism, paperwork and inspections can slow things down. Once the containers ARE unloaded from the ship, they then have to travel to the "manufacturer's" warehouse. Ashley, for example, has warehouses in California, Arcadia, Wisconsin, Ecru, Mississippi, and a few other locations. It takes time to get the containers from the port, through trucking terminals and railroad terminals and delivered to the warehouse.
Once at the warehouse, your "style B" sofa will sit in huge racks along with orders for dozens of other stores. No retailer nor "manufacturer" can absorb the cost of shipping ONE item via truck to the store, so retailers must "Build" trucks- that is to say that they will try to consolidate multiple orders on one truck to spread the shipping costs among multiple orders. If you want a $200 sofa shipped by itself, the freight will probably be about $150. No retailer will stay in business eating this cost, however, they may be able to ship 10 sofas and 30 cocktail tables for $500 total.
So your furniture was out of stock at the manufacturer's warehouse, had to be ordered from China, traveled overseas on a boat, by rail and truck to a warehouse 600 miles away, and now has to make it to your local retail store.
Look at our economy right now. People are not buying furniture, so there is another complication: building truckloads or LTL (less than truckload) to take advantage of volume shipping. If your retailer has sold 3 sofas this week and maybe a few odds and ends, he's not going to lose the money to go ahead and have 5 or 6 pieces shipped. Your sofa MAY be sitting in a warehouse, but it's not going to budge until a specific freight rate is reached.
Through my experience and as I stated earlier, 95% of transactions go very smoothly. When things are going well, they're usually great, but the 5% of the time when a customer orders items which are out of stock, the retailer NOR the marketing company (manufacturer) have a guaranteed delivery date. Storms, hurricanes, strikes, equipment failures, quantity on order, and a variety of other factors beyond the retailer's control can GREATLY affect your furniture's arrival time.
Having sold to over 200 retailers as a manufacturer's representative, I haven't run in to a single one that "wants" to hold on to your money and keep you irritated. Now from a retailer's perspective: when a customer calls 2 or 3 times a week to find out where their furniture is, the best thing a retailer can do is ESTIMATE an arrival date based on past experience. There is not a GPS locator on your sofa. The retailer can't say "oh, it's in Wichita Falls at a 7-11 and Bruno is refueling and getting a burrito...it should be here tomorrow." At best, they can find out IF the warehouse has any coming in, what the warehouse' ETA is, and guess how long it will take to turn it around, build a truck and get it to your local store.
A retailer has enough trouble dealing with sales reps, ad reps, rules, regulations, government, payroll, and the 10, 000 other things that make a store work than to concentrate on lying to you and making you wait.
I place the blame on the American buying public. Everyone wants a $2, 000 look for $199. Everyone wants to make $15 or more an hour. How can a domestic manufacturer pay workers $15 an hour, provide benefits, match 401k's, pay employment tax, paid vacation, family leave, meet OSHA requirements, deal with frivolous lawsuits, pay 941 taxes, dividends to shareholders, buy raw materials from other domestic manufacturers and manufacture a quality sofa that will retail for $199? The answer is that they probably can't.
If we could hold on to our manufacturing jobs domestically, you could probably get your furniture much quicker, but the American public, for the most part, is unwilling to pay $699 for a sofa made from quality materials when you can buy a "made in China" sofa for $199. They may look the same on the outside, but on the inside, they are entirely different.
Many of these so called "manufacturers" that have their merchandise built overseas do so because of substantially lower overhead (not just wages- but also taxes and regulations). They make items that LOOK nice, but are generally much lower quality. I refer to it as "disposable furniture." You may get 3 or 4 years out of it, but that's probably about it.
**I am not making any claims about policies or procedures at particular companies. Examples given are hypothetical and for illustrative purposes only.
bad quality, poorer service
I bought a bedroom set from them. I received the set damaged in many places, obviously from the delivery. Called store, took few days before they called back. Offered repair, but can you imagine buying thousands in furniture just to have a guy painting and repairing what you paid as new furniture? I went to the store, talked to manager about returning merchandise because obviously was of poor quality. I was treated as somebody trying to steal, he was extremely rude and finally I told them to pick up the merchandise. I even had to pay a restocking fee. Just be careful, there are other stores with way much better quality furniture for almost same prices. Look around and don't buy from this store.
Wow, there you have it, folks! I was looking for the phone number to the store so I could buy a table from them but now I see the reason why I should buy it somewhere else. With comments like the above, I will never buy from this store!
Furniture for the most part is imported from China. There can be damage in the box. ALL furniture retailers have to touch up & repair product before & after delivery. Having a tech come out to repairyour product in many cases is better than the product out of the box. You perope who think the product shoulde 100% pon delivery arliving in a dream land. My favorite are people like you who come into a store & demand the product be exchanged. Wake up sister. The new product may have the same issues. No matter what price you pay these issues happen. How about you let the tech do his/her job? Also, when you call the sales person or manager & start ### about things it's not going to help your case. Most of the time you will get the run around becasue you are acting like such an ###. Nice & calm gets you much more service!
the diningroom table cracked
I bought an Ashley country dining room table and 6chairs from JR furniture 1month ago. The table was missing some stain, so a technician came out and fixed it within a week. Then a week later the table developed a crack and the finish started peeling off. Again I called JR furniture and said I wanted a new table. They said they would send out the technician. A week later I still hadn't heard anything, so I called again and spoke to the sales person who sold me that table. No problem...we'll order a new table for you. Then 3days later the manager called and said...no. they have to send a technician out to evaluate the table. The technician came and 'fixed' the table. Needless to say it is not fixed to my satisfaction and now we have noticed that the table does not come together tightly in the middle. The wood has obviously expanded. I'm still fighting with JR furniture for a replacement table.
The complaint has been investigated and resolved to the customer’s satisfaction.
do they think we're stupid
I purchased a bed and mattress set from Ashley furniture on April 2 2008. I was told it would be delivered in two weeks. Well two weeks later I called them only to be told it will be instead of two weeks, two months. Customer service was very rude and the store of purchase did not seem to realize there was a problem or anything else for that matter. The store manager and sales ***. Had different information and the customer service person told me something else? I would not recommend buying anything from Ashley furniture, I wont be. Mad in Mississippi.
The complaint has been investigated and resolved to the customer’s satisfaction.
Horrible bed!
We had our new Simmons Beautyrest Millennium - Veneto King size bed delivered to us on 3-1-08. Only a month after sleeping on it, there is ALREADY a "hole" where we sleep! We complained immediately to Ashley Furniture. Our options are to exchange the bed for a different bed in their showroom (we do not care for the other choices in their store), or pay a...
Read full review of Ashley HomeStore and 2 commentsashley furniture fraud
These guys are rip-offs! The couch set that came to our house is not the same one that we sat on the showroom floor. These guys need to be sued for their bait/switch tactics. Is there a class-action lawsuit that I can join? All buyers beware!
The complaint has been investigated and resolved to the customer’s satisfaction.
Love the concern by corporate! They know exactly what they are doing. I spent 8k on what appeared to be quality furniture on their floor. What was delivered was complete garbage that is falling apart after 5 months. They should be shut down and sued.
I agree, same thing happened to me. Definitely not what I picked from the show room. The set in the showroom did not sink to the floor when you sat on it. The set that arrived at my house you had to pull yourself out of.
Not to mention how much I paid for/got ripped off. The set is falling apart and I do not abuse my furniture. I have actually had better furniture from a rent to own store. Still have the rent to own set that is in better condition than the set from Ashley's. The rent to own set was bought in 1999, Ashley set bought in 2007.
So, needless to say, when the subject comes up on buying new furniture with family, friends and collegues I suggest they DO NOT go to Ashley furniture. Bad news travels fast and I can say I will never buy there again. Highly disappointed!
Cincinnati, OH - Sharonville Location
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.
Our contact information is as follows:
Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612
You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.
We are here to help!
damaged furniture
I bought a sofa table from Ashley Furniture (Skamers) and it was glued all over the back. I brought it in to get exchanged and they told me that they wouldn't exchange it becouse I didn't file a complaint within 3 days. Not anywhere on the paperwork i recieved says that I had 3 days to claim any damage! there is suppose to be a one year warranty on the product. The manager (King Skamer) at the warehouse said that the glue on the furniture is not covered by warranty and blamed me for the damages. I called corporate and they did absolutley nothing! I talked with the store manager and he told me I can get my money back but with a 30% restocking fee. I have to pay a 30% restocking fee for a damaged piece of furniture! R U KIDDING ME! WHO WILL THEY SELL IT TO! I have reported them to the BBB and if u have had any problems with them I would suggest you do the same. These guys should not get away with ripping people off.
I purchased a dining set from Ashley furniture(Elmhurst) on 7/17/11. They delivered a damaged table on 8/13/11, I declined and I had to wait for 2 more weeks only to receive another damaged set. I complained to the stores and they say they cannot refund but will try to send another one after 2 weeks. They point to the sales orders terms & conditions which are not consumer friendly. They are least worried about customer inconvenience. The person taking the complaint even tries to say that I have been declining it without any reason or the dinig set has it as a feature and I didnt look at it properly in the showroom. I clearly said that one corner of the table has its wood chipped out.
I recently purchased a sectional couch from ashley furniture on martin luther king blvd.I purchased the couch on january 4th 2013 and was told they would be delivered january 29th.Me and my wife also wanted some throw pillows and the sales rep told us to take them to the girls at the purchase counter.We were treated very rudely when we walked to the counter and asked for heip purchasing the pillows, almost like we inconvinced the girl by wanting to make a purchase.That was the least of our problems, January 28th we get a call saying they do not make that couch anymore.I sold my old couches to make room for the delivery and was having a superbowl party in 5 days.We go down to the store witch is 44 miles round trip to pick out new couches and were told sometimes these things happen.I tell the manager he should compansate us for not callling us sooner, he offers 150.00 store credit but cannot use it towards the new couch and recliner we picked out.So I said fine just get me my couches before feb 3rd, he tells me he can get me the couches but not the recliner.So when its time to check out we get hit with 2 seperate delivery fees since the recliner wasnt ready until feb 5th, I decine that and tell them i will just pick up the recliner.So they discontinue my couch then want to charge me twice since the recliner wasnt ready on the same day as the couches i ordered 1 month ago, then they tell me its a 10.00 extra delivery fee for a sunday delivery.I go to ashley today to pick up the recliner with my son and once again treated rudely by the girl out the counter, she got frusterated because i didnt know where to stand to make my pick up. When the guy brings out the recliner whitch is power operated, i tell him i want to plug it in to make sure it works and he says they dont have any plugs by the pick up door and that is covered for 72 hrs if there is a problem.Well needless to say the recliner has no power and doesnt work, so now im back to ahley 44 miles again to take it back and tried all afternoon to have a manager call me back.Im done and at my witts end with this place, left a message for the manager and told he would call me back...To sum it all up the customer service was appauling, was lied to, traveled 160+ miles back and fourth to make my purchases and take back products and be charged extra money for thier mistakes...I will never shop there again and will tell everyone i know not to shop there...
Unfortunately, if we do not hear from a consumer, we are unable to assist. Should Mr. Morales contact AFI, we will review the information and proceed from there.
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.
Our contact information is as follows:
Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612
You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.
We are here to help!
think twice before buying!
First let me say that we have purchased many furniture items from Ashley Furniture - kitchen table, bedroom furniture, couches, etc. As long as you don't have an issue with your furniture, everything is GREAT! However, the most recent purchase of a youth bedroom group brought us more headache than we ever imagined. Upon delivery and inspection of the...
Read full review of Ashley HomeStoreunethical service!
We own a new home that has been caught in the downward spiral of the housing bust! To help recoup some of our expenses, we decided to rent it furnished for Super Bowl week. Rents in our area, close to the stadium, were going for 10-15 thousand for the week... furnished!
Ashley Furniture knew exactly what we were doing and also what our time frame was. We purchased an entire home of furniture on October 19, 2007 and given a delivery date of November 24, 2007, not an approximate date! It was a confirmed date that would include a penalty of $39.99 to reschedule. At NO time were we advised that our furniture was 'custom' made and could take longer to arrive.
We could not take pictures for the internet until all furniture was in place. that was about 3 weeks prior to Super Bowl. By then, most visitors already had their reservations made. We were stuck with a fully furnished vacant home. Our 'tentative' new renters have agreed to leave the furniture in the home even though they DO NOT want it. They must now store their things and we will have 'used' furniture at the end of the lease.
We feel deceived by Ashley Furniture in many ways. They are not ethical.
The complaint has been investigated and resolved to the customer’s satisfaction.
Ashely Furniture is a joke...They don't honor there warranty and have poor quality leather...they make up stories and will not work with you...I'm talking about the store in goodyear, Az...I personally would like to sue them
I think you are wrong. You are placing blame on a company for some very poor business miscalculations on your part! You got stuck b/c you were trying to make a quick buck. and for Nutz's comment, you are nuttier than squirrel turds. Its furniture people! Not your passport back from Uganda.
There is a reason they are the largest furniture retailer in the US. There will always be outliers (you two). Take responsibility for your own actions. Ethics had nothing to do with the situation
The people there work under fear. Many times they can't do what they should do (I'm talking supervisors) because they are afraid of their higher ups who may very well be dumber than they are. So, it's a culture of lies and stupidity there. The most easily understood concepts of efficiency, fairness, safety, integrity, go right out the window many times. They're more worried about the next quotas and profit charts then they are about your "American made" furniture that is partially from China.
beware of ashley furnitures!
I have reported Ashley to BBB; so please do so, if you have similar problems with them. I bought a sofa and loveseat from Ashley for $1140; they delivered it damaged, but my wife did not notice it when she accepted the delivery. One arm of the loveseat was heavily damaged. I was told that we had 48 hours to report a problem and get a replacement. When we noticed the problem after I came in, we immediately reported the problem. They said they could only repair it, but not replace it. They said they would replace only if we did not accept delivery. (Why should we accept something to be repaired, when it was delivered damaged even before we started using it?).
The problem is still not resolved (and ashley don't care) and I am waiting to hear from BBB. Please stay off from ashley, they sell poor stuff! Go shop somewhere in raymour or other places.
My husband and I have recently purchase a Sealy Mattress from Ashley. We had asked the Jolie Firm Pillow top. My husband called the store and told them what we wanted and was told no problem. He was even told that they had it in stock and we could pick it up that day.(Wrong) When I got to the store to pay all of the paperwork was all done to the point that all I needed to do was to sign. I asked the sales lady several times to make sure that we would would be getting the Firm Mattress. She said yes, every time I asked. I was also sold a mattress protector and was told that I need to buy that in order for the warranty to be valid. I was also told that I would not be allowed to take my mattress home that, ALL there mattress are made at the time the customer orders. I was find with that and I asked just to make sure that I was getting a firm. The sale women reassured me that I was purchasing the Firm and had nothing to worry about. I got the mattress last Wednesday, and everything appeared to be OK. My husband and I thought it unusually soft, and ignored it till I said something two days later. It wasn't until he pulled the bed out and we saw the tag that said PLUSH. I immediately called Ashley and got no respect. I informed them that it was an error on there part not mine. They didn't even want to hear it. The manager even got on and was yelling at me. All the while waiting for a phone call from my sales lady. NO call has come to this day. I ended up calling yesterday and got the nice lady who checked me out. She remembered me and even remembered me asking several times for the Firm Mattress. The sales woman still has not called and now a new manager is involved, Again waiting for a call back. I even went so far as to have Sealy call them. I guess I just have to wait. I just cant sleep another night on this mattress. I just wish Ashley would own up to there mistake and resolve this problem. We were not informed of there return policy either, but we were told that we had 25 day comfort period by another salesperson when we were in the store a week prior. I have to update this with the outcome.
I agree. Buyer beware. Do not buy furniture from Gardiners in Pasadena/Glen Burnie, MD. I purchased a cabinet from them. When the delivery men came, one of the men was downright rude and disrespectful as he entered my home. He complained the piece was too heavy and he was not going to carry it up the stairs and said, "Where else do I want it?" He told me I would have to sign a waiver so that if he damaged my walls or damaged the cabinet it would be my problem. I told him I would not do that. They have no common sense. The independent delivery company that delivers for them told me they would not deliver it and "thanx for shopping at Gardiners." I am amazed that a delivery service can dictate what is sold at Gardiners! I canceled the order and went to Ethan Allen...better furniture and MUCH nicer people. Plus, delivery is free there, not the ridiculous $100 Gardiners was charging me! If you do not live on one level, don't bother to shop there.
I purchased two leather sofas from Gardiners Furniture in Glen Burnie/Pasadena MD ... they were Ashley products. Both were delivered damaged (one with slits and the other dry-rotted) and replaced within a week ... two days after the replacements arrived my living room carpet has globs of white furniture stuffing all over it. As it turns out the zipper under the arm of the sofa is completely busted and Gardiners Furniture will not replace it again ... this sofa is two days old and I already have a repair complaint. If this is not bad enough I have to wait two weeks for the repair tech to fix the zipper. Everytime I sit a glob of stuffing flies out so I am stuck with furniture that I canot use for the next two weeks ... Thank you Ashley Furniture and Gardiners Furniture!
peeling leather couch
I purchased a whole leather living room set from ashley home store in frisco on february 19, 2007. I also purchased the 5 year warranty. It was delivered to me on march 5th 2007. What I have is a leather reclining sofa, reclining leather love seat and leather rocker recliner, all the same brand & material.
We have had no problems until this past week. Our furniture is peeling, yes peeling. The salesman assured me that it was 100% leather wherever our bodies touched. I wasn't aware that leather was supposed to peel, it just flakes off. It looks horrible and it's only 9 months old!
Yesterday I called the insurance people and they basically told me that 'peeling' was specifically not covered, although stabbing with a knife was. So if I stab my couch 'accidentally' they will fix it for free for 5 years but since it is defective and peeling it is not covered.
I then called the ashley home store where I purchased the furniture and asked to speak to the manager, they asked why and I explained my problem to them. They then said that I would have to let a customer service person know and they would take care of my problem. I went through the whole speech with the customer service lady and she explained that they would be happy to come and look at my defective furniture and see what, if anything, needed to be done about it. I was very upset and asked if I could just get my money back (since it's already paid in full) or exchange it
For some other type of real leather furniture in their store. They then told me that they would 'repair' any defective furniture or replace the cushion for up to one year then after that I am on my own. They said that peeling leather is not uncommon. On january 11th, the ashley technician came to review the issue. He immediately saw the problem and then started peeling back more of the leather. Now there is a huge 2 - 3 inch spot that is totally peeled away.
He was very friendly and very insightful. He told me that he could replace the one cushion and the other 8 or so spots that are peeling he could 'paint' them when he repaired the cushion. He said that my paint was peeling off of my leather. I wasn't aware that leather was painted. When I showed him other pieces of leather furniture that I own that haven't ever peeled (but show wear) he let me know that furniture isn't made the same way it used to be. He said that in the past things had better quality and held up better.
I also told him of the extended warranty that I purchased that was good for 5 years, but did not cover peeling leather. I told him that didn't understand
Why it didn't cover that and why the manufacturer only covered peeling leather for one year. If it peels, it should be replaced or refunded no matter how long you have had it!
I expressed how unsatisfied that I was with the product and asked if I could just get a refund and purchase quality furniture from a business that stood behind their product. He replied no, that ashley doesn't give refunds anymore. He said it was 'cheaper' for them to hire someone to go 'repair' it, even if it was numerous times than to refund the money back to the customer. I asked him if he had anyashley furniture in his home, he replied no maam, I wouldn't have any of that furniture in my home. When I asked why, he said that it wasn't good quality. That is pretty sad when your own employee says that about your products! I need to get this resolved, as I don't want a couch with an orange circle on it in my family room.
After hearing the technicians advice and knowledge it made me wonder why anyone does business with ashley furniture. I know one thing, I will not be back. They need to have higher standards and make sure their customers are happy, then they would have a great referrals and repeat customers.
I have filed a complaint with the bbb and they sent it to "tom" and he emailed back saying that since a 'technician' was scheduled to be at my house on the 11th he considers this issue resolved. I don't think so!
I called the credit card (which happened to be the store card) and wanted to dispute the charges, they said I couldn't dispute unless ashley refused to 'repair' my couches. I asked if painting fake leather meant repair, she didn't answer. Needless to say the account is paid off and cancelled and I am telling everyone I know to never do business with ashley furniture again.
I thought it was odd that the other 3 leather pieces of furniture that we have owned for years has no signs of peeling whatsoever and looks better than my 9 month old ashley furniture!
I just wanted to make everyone aware that Ashley furniture did come through finally! The ONLY reason things worked out so well is the wonderful assistant manager Shannon Loya in Frisco. He helped me tremendously, as did Susan Juarez. I appreciate their time and concern with my problems. I ended up getting a full refund, after my second brand new sofa had major defects. I got my check in the mail yesterday. THANK YOU for listening and helping get my problem resolved.
Same thing here. Salesman used bis spiel about why "blended leather" is better then bonded leather to sell me a sectional, and in the next two years it had started to crack. By the third year, whole sections were peeling off. I had bought the five-year protection thing 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). Absolute worst furniture experience of my life and I would never let anyone buy from Ashley again.
I had the same exact problem. They replaced one of my questions on my sofa after two years of use it was cracking on the inner sides of the cushions on the reclining areas. They only replaced it because they had an ad online that said cushions 100% leather. Well, it’s two years later again. After five years and replaced cushion. It’s all cracking again. It’s pretty much junk. I will never purchase another product from Ashley furniture again. They should just write that their sofas last two years before cracking.
Ashly advertised the sofa set as a leather sofa but it is not! Ashley lies about its products.
It must be reported to the attorney general for a false advertisement to the consumers. They should not advertise as leather when it is PVC vinyl. I pay for $1800 for a set of leather sofa. It peels within a year, with terrible workmanship, and cheap material! Ashley is cheating their customers.
The liar must be punished.
We must organize a class lawsuit about this company and have it shut down.
Hello I purchased Ashley furniture as well. I have a red 2 piece set. My son and I rarely sit in the living room so it wasn't used alot. After I moved family in and the furniture started being used more I noticed small sections cracking and from there it just started peeling really bad. I find pieces of the "leather" everyday when I am vacuuming. I would definitely be in foe starting a class actions suit against this company. I spent 1800 on this set. I have had furniture that was way cheaper last me for 6-7 years.
I have a sofa and loveseat reclining ste that almost has no “leather” left. I purchased it for just under 2, 000. In Houston. Not only does the flaking
Make a mess, but now I’m left with a couch set that looks horrible...but is a constant reminder of How much I spent on something that looks more like something someone put on the curb for trash. Ashley furniture used to be a name synonymous with quality items... which is why I purchased from them. I too purchased a warranty and it didn’t cover this type of wear. I’m embarrassed to even have company over.
I sure wish a representative would contact me and make this purchase experience Better and replace my set.
Call Al Ghadban, Sr. Regional Manager, [protected]
Gary Donovan, Regional Manager: [protected]
I purchased a Sofa and Love Seat Red some kind of simulated leather from Ace Hardware in Ellijay, Georgia. Can't remember date but within a few months the side of the sofa that I sat on started to Peel. I had not used the rest of the seating areas. I informed Ace Hardware about this and was told to contact Ashley. I called Ashley and was told this was not covered. I should have pursued this farther but did not as I am older and hard for me to do these things. After a while I tool the sofa apart and got rid of it. I started to sit on the Love Seat and within a few days the Love Seat started to peel. This is the worst furniture I have ever bought. I know nothing will ever be done about it. I just want as many people as possible to know the lousy quality of this furniture. I am on a fixed income and a Thousand Dollar loss on a Sofa and Love Seat is a hard blow. I got no help from Ace Hardware or from Ashley so just gave upl
I paidvcash forva ashlry livingroom suit. the first yeaar they replacedv the back of the chair. now it is peeling again. the couch and sofa both arevpeeling. w; are retired and on a fixed income and I am stuck with a piece of junk. my old suit was 15 years old and looked better than this junk
It is common knowledge in our town not to buy from Ashley. Their furniture is sold in rent to own stores. I mean, give me a break! Their customer service is horrible! They now have rent to own in their stores. That's how they stay in business. It isn't repeat business. Let's start a class actio
Lawsuit. I know where to start. I have a seven thousand dollar leather sofa, and two chairs. My chair is horrible. Of course, it is the same story with everyone of us. I'm ready for a class action lawsuit. That way the government can get involved and they can pay all of us and get everyone their money back. There are so many that have not even posted online. If you go through town, you can hear about it. Email me if your interested in a class action suit testerteamaticlouddotcom I wrote out my email so that spam bots could not surf and load up my email.
Thanks,
Renee
Kingsport, TN
My leather sofa, which I was told is definitely not bonded leather, is also peeling and the 7 year warranty which I purchased separately does not cover peeling. I also purchased a mattress set. Boxspring was defective and Ashley replaced it. The problem is that the part of the mattress directly above the defective area of the boxspring has never risen up. It is still sloped down but not 1 1/2 inches so Ashley will not replace the mattress. The bottom line is that I will never step foot in Ashley again.
We have had the same issues with Ashley Furniture as the OP complained about. We spent a small fortune on a total of two sofas and a love seat from a store in San Antonio that were advertised as 100% genuine leather on the cushion portions, and all three have significant peeling - one sofa is almost completely peeled to the point where basically all that's left of the bottom cushions is the fabric-like material they bonded the cheap fake leather onto. It is an eyesore and an embarrassment whenever we have people over and we've just now ordered new sofas from a different manufacturer. The two sofas are not even the same models as they were purchased at different times for different rooms, but it seems ALL their "real" leather pieces are crappy fakes and peel the same way. I now despise Ashley Furniture - they are a fraud and knowingly mis-advertise their products. I will NEVER EVER again set foot in one of their stores.
rip off!
Please be aware of Ashley Furniture and their business practices. I canceled my order in what I thought to be time where the furniture in no way could have been manufactured - though they said it was and was on its way though they offered no proof of that. So anyways - I said yes to the store credit whereas they wanted it to be for the whole purchase amount - including warranty, delivery and sales tax. After a call into a NYS agency - merchandise credit is on merchandise and not on services or sales tax (esp because it was never "collected"). So, we agreed to a true merchandise credit. Well, after much-to-do between Ashley and the credit card agency used for the gazzilion months of no interest, it all was messed up - so Ashley said "screw her" and did the restocking fee of 20%. I am not sure what rocket scientist did the math but where they got their 20% from I can't figure it out because no matter what way I do it, my math and their does not equal. So after so more investigation - again the 20% is only on merchandise. A call to the store confirms that 20% restocking is on merchandise only and not on warranties, delivery, or sales tax. So... if you are one of those who opt for the restock fee (because like me I don't EVER want to do business with this company again!) - check the math. Fight back - they are trying to get more money out of you. File your BBB complaint - I am astonished as to how many of these I have read online and yet look at the BBB website and find only a handful of complaints filed against this company. For one, I would like to see this business out of NY as they have shady business practices, poor workmanship, and even poorer "customer service".
slow & incomplete delivery!
We bought a kitchen desk (secretary & hutch) on Sept 10, 2007 at the Winston-Salem store and were told it would arrive in three weeks. Several calls and four delivery dates later and we finally received the item on December 29, 2007. They changed the delivery time three times the day of delivery and took from another customer's order to make ours whole because part of it was missing or damaged. I suspect they had done this with our order and had filled other customer's orders for Christmas with ours, hence the reason for the delays. When the item finally arrived, we asked the delivery folks if it didn't fasten together for safety sake and they said definitely NO. When they had left, we found the assembly instructions in a drawer with four screws but the brackets to attach the desk to the hutch were missing. We called the delivery driver back and they insisted that these brackets didn't exist. Even the store manager at the store made the same claim. I offered to send him a copy of the instructions and diagram send with the furniture showing the missing clamps for the back of the piece. It will probably be months before we ever see these missing parts if we ever get them! Do not buy from this company! If it looks too good to be true, it probably is!
I am the store manager in question from the Winston Location and have been at the Winston-Salem AFHS since it opened and I have personally attempted to contact Mr. Hill regarding this posting and have received no response to date. Ashley Furniture of Winston-Salem, NC has a outstanding reputation for our prices, quality and service with all of our Thousands of very satisfied customers.
Chuck H.
GM W-S AFHS [protected]
Poor furniture quality!
I had the misfortune of purchasing a leather reclining sofa and chair from Ashley about 2 months ago. Of course we tried the sofa out in the store before paying, what is to us, a significant amount of money for the sofa, chair, and tables. When we received it and sat in it, it was like sitting on a park bench - the most uncomfortable furniture I've ever...
Read full review of Ashley HomeStore and 1 commentdamaged sofa!
Sofa and love seat were delivered and placed in room immediately by delivery people, and everything looked fine. My wife while cleaning a vent noticed that there was damage on the back corner of the leather sofa. The damage could not be seen from the front or side. The delivery people had to see the torn area. Ashley would not have any responsibility for the damage and said it was not their problem. I had the 5 year protection plan but they said since it was a delivery problem it was not covered under that plan. Shop at a reputable furniture store like Haverty's to avoid this problem.
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the Ashley Furniture Consumer Affairs Department, so we can assist you and the store in reaching an acceptable resolution.
Our contact information is as follows:
Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612
You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.
We are here to help!
Poor product, service and return policy
I was never informed that ashley furniture store had a no return/refund policy. The sale rep should inform the customers about the return/refund policy. I can remember asking about the merchandise and the return policy. I was informed by my sales rep that if I have a problem to just contact him and he will see that the problem will be corrected. Will you...
Read full review of Ashley HomeStore and 1 commentbad customer service...
Ashley Furniture delivers more than just furniture.
Back in June my husband and I purchased around $5,000 worth of furniture from Ashley Furniture (at the Brentwood location) for our new house that we were building. We purchased a new bed, mattress and box springs, nightstand, kitchen table and 4 chairs, and another table and 5 chairs.
The first issue happened when we were looking over our final receipt at home to make sure everything was rung up correctly. That is where we found that the sales person forgot to ring up our bed (head board and foot board, which really was not that big of a deal) and the mattress we purchased had the wrong purchase price listed. That day there was a promotion on mattresses. If you purchased a mattress and box spring you got $200 off. Well our mattress was $1599 before the promotion and it should have been $1399, and so we are off as a family back to the store to have this corrected. We get there and ask for the sales person who rang this up to have him correct this and ring up the bed that he forgot. After an hour we walk out with a new sales receipt showing a mattress for $1399 and the bed included. So at this point we think everything is okay.
Delivery day comes with a bang. Since I had several deliveries that day along with representatives from different utilities over I keep the front door open most of the day. Ashley Furniture delivery people make their presence known by walking straight through the front door ignoring me as I was telling them hello, walked through the house like the owned the place and stopped in the Great Room with his hands on his hips and asked me rudely where I wanted the furniture. I know I should have remembered all the furniture that I had purchased but since it had been a few months I couldn’t remember. (I also had other furniture being delivered that day so I couldn’t remember everything. I had a lot going on along with keeping up with my 2 year old and a newborn.) When I asked what the furniture was they started quizzing me on why I couldn’t remember $5,000 worth of furniture and also questioned me on how I could pay x-amount for the different pieces I did purchased and how could anybody pay $250 for a chair. I thought that was rude but didn’t say anything until my husband caught one of them urinating in our driveway. Still we didn’t say anything.
The following night when my husband and I are crawling into bed we notice that they delivered the wrong mattress. (We didn’t notice it the day before because delivery people were missing the bolts to put the bed together and had to come back the following day.) It turns out that the Sales person fixed the problem himself by ringing up a mattress that was $200 less instead of getting his manager to correct the sales price for the mattress we really did order.
I go to the store manager, Robert. He was great in correcting the mattress but never did offer anything for the lies, cover-ups, and the pee in my driveway other than a “sorry”.
Okay, you’re thinking how can this get worse. Well we noticed 3 weeks after we get the furniture that we haven’t received our bill. (They also had a promotion on financing which we took advantage of.) I called the store and they sent me to CitiFinancial. This is where I found out that the store started billing process one month (funded the transaction on Sept 12, 2007) before I received the furniture (Oct 19,2007). We were told that billing starts the day you receive the furniture. So CitiFiancial sent an invoice to our new house that was being built that we didn’t even own yet…we didn’t even have a mailbox until the day after we closed. The invoice was sent back and then they sent a new invoice to our old house that we hadn’t lived at for almost a year. By the time I found out what was happening they were days away from turning it into the credit bureau.
I went to the manager Robert once again stating my frustration over the whole ordeal. At this time I stated that we had purchase an extra 5-year protection plan in the amount of $249 for our furniture and we wanted that back. We were told once again by their trusty sales person that if you don’t use it you could turn it in and get your money back. At this point I’m being told that I could only get it as a store credit and not cash.
Now I ask you why would I want to give them my $250 that I was told would be mine. Robert the store manager says he will have to go to his regional manager for the final okay to get my money back but states that it shouldn’t be a problem and that I should get it back after all of these problems.
This afternoon I got my answer from Johnny Hunter the regional manager and it wasn’t pretty. He stated that, “Why would I want to give her her $250 back if I can’t keep her as a customer?” That is just wrong. I might have gone back to Ashley furniture in a few years but now that I see how he feels for me as a customer. Why should I?
delivery failures
I ordered furniture for delivery around the first week of November 2007. They set the delivery date for November 23 between 1-5:30. No problem except it was the Wednesday before Thanksgiving (just bad timing for me). There is no movement of the delivery time - whatever the magical computer says is what it will be and you just have to take it. So that same magical computer told the customer care people to call me twice to confirm this delivery time. -which both times I confirmed. The afternoon of the 22nd I get a call from Ashley stating that not all of my pieces had arrived and would be delievered at a later date.
Items ordered: Sofa, loveseat, recliner, two end tables, coffee table, dining room table, and 6 chairs - total $3,900.00+
Items Received on "promise" date: Sofa and loveseat.
New delievery date was set for December 5th - 2 weeks later. I got a call this weekend (Dec 1) to confirm my delivery and setup a time between 8-12. I agreed - cleared my work schedule and made arrangements to be at the house. Yesterday - Dec 3 - another confirm call and again I confirmed the date.
And now we come to today - the dreaded day before delivery. Aparently their magical computer system for scheduling does not really know ANYTHING. Because again I get a call that NONE - not some - NONE of the remaining pieces have arrived. How is that companies like UPS and FedEx know EXACTLY where my stuff is from point A -> Z but Ashley cannot lay claim to their own inventory! Needless to say they want to push is out to Dec 14th. Which I assume will be the next possible delivery attempt. I have a call in to customer care - I hope to hear something shortly. The beauty of the Ashley Furniture buying experience is that the Magic Computer knows everything and you can NEVER get to a person who holds responsibility or can make change. They always lean on that computer as the cause of and answer too all of the problems. Good Luck - I hope to eat at my table before Christmas. My recommendation - go somewhere else!
About Ashley HomeStore
The company was founded in 1945 by Carlyle Weinberger, who started out as a furniture salesperson before opening his own store in Chicago. Today, Ashley Homestore is one of the largest furniture manufacturers in the world, with a reputation for producing durable and stylish furniture that is designed to last.
One of the things that sets Ashley Homestore apart from other furniture retailers is their commitment to providing customers with a personalized shopping experience. Whether you're shopping online or in-store, you can expect to receive expert advice and guidance from their knowledgeable staff, who are always on hand to help you find the perfect furniture pieces to suit your needs and style preferences.
Ashley Homestore offers a wide range of furniture products, including sofas, sectionals, recliners, beds, dressers, dining tables, and more. They also offer a variety of home decor items, such as rugs, lamps, and wall art, to help you create a cohesive and stylish look in your home.
In addition to their extensive product selection, Ashley Homestore also offers a range of financing options to help make your furniture purchases more affordable. Whether you're looking to finance your purchase over a longer period of time or take advantage of special promotional offers, Ashley Homestore has a financing option to suit your needs.
Overall, Ashley Homestore is a trusted and reliable furniture retailer that offers high-quality products, personalized service, and affordable pricing. Whether you're furnishing a new home or simply looking to update your existing decor, Ashley Homestore is a great choice for all your furniture needs.
Ashley HomeStore Customer Reviews Overview
One of the most commonly mentioned positive points in Ashley Homestore reviews is the quality of our furniture. Customers have consistently praised the durability and sturdiness of our products, as well as the stylish designs that are available. Many customers have also noted that our furniture is easy to assemble and looks great in their homes.
Another positive point that is frequently mentioned in Ashley Homestore reviews is our excellent customer service. Customers have praised our friendly and knowledgeable staff, who are always willing to help with any questions or concerns. Additionally, many customers have noted that our delivery and installation services are prompt and professional.
Finally, customers have also praised the affordability of our products. Many have noted that our prices are competitive with other furniture retailers, and that the quality of our products is excellent for the price. Additionally, many customers have noted that we offer frequent sales and discounts, making it easy to find great deals on the furniture you need.
Overall, Ashley Homestore has received overwhelmingly positive reviews from satisfied customers who have praised our high-quality products, excellent customer service, and affordable prices. If you're in the market for stylish and affordable furniture, be sure to check out ashleyfurniture.com today!
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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Ashley HomeStore. Make it specific and clear, such as "Defective Furniture Delivery from Ashley HomeStore" or "Poor Customer Service at Ashley HomeStore."
4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Ashley HomeStore. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions, such as dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Ashley HomeStore. Explain how the issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.
6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Ashley HomeStore. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, exchange, repair, or apology.
7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly communicates the issue and your desired outcome.
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9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Ashley HomeStore or from other users who have had similar experiences.
Overview of Ashley HomeStore complaint handling
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Ashley HomeStore emailsecustomercare@ashleyfurniturehomestore.com100%Confidence score: 100%Support
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Ashley HomeStore headquarters1 Ashley Way, Arcadia, Wisconsin, 54612-1218, United States
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