Ashley HomeStore’s earns a 1.6-star rating from 8 reviews and 795 complaints, showing that the majority of furniture shoppers are dissatisfied with their purchases.
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do not patronize ashley furniture!
On 4/9/07 we purchase a living room set and mattresses from The Rockford Ashley Furniture Store In Rockford IL. The salesman was great The acting manager left much to be desired regarding customer service which I later found out is the overall norm at Ashley. We shopped around many places and we fell in love with this particular living room set so after hearing the radio advertisement no payments or interest til 2010 we decided to purchase it. Well after getting all set to tally up the total we were told with no explanation by the manager that the 2010 deal did not apply at their store only a 10 month promo, discouraged we were but we went along with the purchase. Our furniture was scheduled to be delivered on 4/20/07 we were happy due to the fact it was the same day we moved into our new home. How great is that furniture on the move in day! Not the case... We received our mattresses and recliner, however the love seat was damaged and sofa on back order till 5/2/07. No big deal Love seat was rescheduled for the following Wednesday we could go with out a sofa for a week or so. Prior to love seat delivery the warehouse called and stated there was something wrong with it and would have to reschedule again... Now we were set for delivery of both items on 5/2/07. The furniture arrived on 5/2/07 (4th attempt for delivery) after they were unpacked there was a cut on the love seat and the sofa had a hole in it. Needless to say we sent them back and got on the phone with the warehouse. The customer service was absolutely horrible we were promised call backs and never received any. I must have called them 8 times in 2 days before someone was wiling to assist. After getting the one and only person at Ashley who new what customer service was I was able to get some minor satisfaction (15% off both remaining pieces) and get a new and hopefully final delivery date of 5/12/07 the rep then contacted the Rockford location to explain the situation and what she did to compensate and suggest they contact me immediately and offer some satisfaction as well and 3 days later I called the manager of the store and would you believe it got absolutely no where and treated like a bum as opposed to a customer. They offer no satisfaction or even a shred of customer care. So now for almost a month the 3 of us have been sharing a recliner. Not sure what the 5/12 delivery will have to offer but we shall see. I can assure you that the rest of our new home will be furnished from a much better and more reliable customer focused retailer.
Regards ,
Couch-less.
their service really sucks!
On February 27, 2007 I submitted my order to Mark Alan (distributor for Ashley Furniture). I took the liberty to browse through their showroom via internet and printed all merchandise to order (to make it very easy on Mark Alan).
Any ways; they submitted my order to Ashley Furniture on 3/1/07 and acknowledged order on 3/5/07.
I was promised a ship date on an entire living room seat, including end tables, entertainment unit, sofa table etc., and was promised a ship date of 3/26/07.
1. 3/26/07 came and passed no merchandise.
2. Promised a ship date of 4/5/07; again no merchandise.
3. Promised a ship date of 4/26/07; rec'd partial shipment waiting for sofa/loveseat to materialize. Sku#1830038 & 1830035 - new material (Ashley "Alexandria").
4. Promised sofa/loveseat on 5/5 - come and gone.
5. Promised again on 5/12/07 - come and gone.
6. Promsed again on 5/25/07 - come and gone and the distributor had the mfg. on the phone with me indicating a ship date of 6/8/07 they will follow through to make sure that date is met.
7. Original date have it was 3/26/07 and several promises has come and gone.
I informed the distributor to make sure date is met or I will cancel the order and receive a refund. They in turn tired hard to comfort me; and asked if I would like a replacement.
Whey should I replace something and the original merchandise did not materialize. I said, "NO". If I do not receive any merchandise I will cancel my order.
Today is 6/8/07 and the loveseat is on the truck but no sofa! The sofa will be in on 6/13/07 and I have had it with ASHLEY!
They service really sucks and with no information and/or customer service to help solve this problem.
If anyone should spend money they should receive goods... and I've been waiting far too long to be treated in this matter.
I suggest goods 1st then payment... I will not purchase any Ashley Furniture never again... you have lost a valuable customer!
Purchased a full bedroom suite, Corona Park, from Ashley Furniture store in Austin, Texas, on south IH35, April 29, 2007. Paid cash up front of $3,606.87. Was told the furniture would be delivered no later than June 19, 2007. 4 weeks later we were notified that deliver was postponed to maybe the week of July 16th. No promises. Made several calls but no one really cared. They had our money and no refund was offered. This was our second purchase from Ashley and the last. The first was a dining room suite 2 years ago and the finish is already starting to chip. No kids in the house to damage the table and chairs. Just bad craftsmanship. Sorry we went back but this will never happen again if we ever get out bedroom suite. Haverty Furniture is just next door and that is where we will going from now on.
poor customer service, managers are never available, loss of furniture
On March 22, 2007 I placed an order with Ashley Furnitures sales representative Andreas for the entire Mystic Chocolate collection for approximately $2400. I was informed that due to several back ordered items I would not receive my furniture until May 10th which was a little disappointing but would still arrive in time for the event I was catering on the 16th of May. Well I received a phone call on May 9th at 4pm confirming the delivery for the following day and then I received a voice mail at 6pm stating that the scheduled delivery was canceled. At this time both my husband and I already confirmed the day off and was growing concerned that I would not receive my items within the allocated time frame. So I requested to speak with the sales manager to explain to me what exactly is going on. She apologized for my inconvenience but could only offer the following business day for redelivery. Well the following business day the same thing occurred and I was out a 2nd days pay. At this point I very concerned and annoyed that I was being treated like this and decided to go and speak with the store owner directly to explain my concerns. To my surprise the store manager was of no assistance and explained to me in front of the other customers that "this is a money making business and I could kindly take my business elsewhere if I was unsatisfied. He did not care of my inconvenience thus far and emphasized that even if I went somewhere else I more then likely would not have the furniture in time for my event anyway. The next delivery date available is May 16. Livid, I decided to cancel my order immediately and proceeded to take my business elsewhere. They informed me that my account would be credited back immediately but to my surprise it was not. So I submitted a credit card dispute in order to receive my funds to place an urgent order. So I contacted the store manager of another Ashley store and explained to him the situation that I was experiencing in Hasbrook and he kindly took the payment for!
A new order that was scheduled to be delivered on Saturday June 2nd. However, I recently received a call from the Hasbrook store stating that my order is now on hold based on the credit dispute at the Hasbrook office. Apparently the store owner owns both locations and is refusing to ship my furniture until the credit card company resolves the disputed charge from Hasbrook. What are my rights if I do not receive my furniture on the scheduled delivery date?
Damage Resulting - both my husband lost to days of work and had to pay to cater an event outside of our home due to the missing furniture.
everything!
This is my second time to write. I ordered my bedroom furniture on April 3, 2007. I picked up my furniture May 15,2007. My bedposts were busted up and discolored. My dresser was wrong and did not match my bed. I called the store and everyone was very rude and did not want to help. Finally I spoke with Dave Waldman and he assured me that the bedposts would be reordered immediately and allowed me to come in and get a new dresser and mirror. I was told that it would take about 7-10 business days for my new stuff to be delivered and my old stuff to be picked up and that someone would give me a call during the week. I got no call during the week, so on Monday May 28,2007 I called the customer service number in Mississippi and they told me that no bedposts had been ordered-like they were supposed to have been ordered on May 15th- and that my dresser was here in Memphis and they had called and left me a message. there was no message or call. This was a lie. The bedposts had not been ordered at all. This was another lie. The lady in customer service (Amanda) explained that we could not get our new dresser delivered until the bedposts(that were not ordered when they were supposed to be ordered) came in because they were not going to make two trips- We also realized that our rails on our bed were manufactured wrong and do not fit- one hook is going the wrong way on one of them. We called Dave Waldman back about this matter and asked why the bedposts were not ordered and why we had to wait because of your company's mistake-he had it arranged to have our dresser and mirror delivered today(may 31,2007) And we were assured on May 28,2007 that our rails had been ordered. Well, today our dresser arrives and there is no mirror- the mirror we have fits the old dresser not the new one- why would we pick out a dresser and mirror to only receive a dresser? So I call customer service today about the mirror and find out that not only is this wrong- but that my rails have not yet been ordered when I was told on Monday that they were being ordered. I am so fed up with this. I paid 1471.00 cash for this almost 2 months ago. I just want you to know that my fiance and i are young. We are 24 and 25. We will be buying a house in about a year- and NONE of our furniture will come from Ashley EVER. This is the most unorganized unhelpful experience I have ever had with anyone. At this point I want all of this incorrect furniture picked up and my money returned. I can go to Macy's or Royal or anywhere else and not deal with this. Your TV advertisements are false advertising- you claim "the best customer service" "the best furniture" its not true. I will be talking top someone about refunding my money and picking up this furniture-the contract reads "all sales are final" but the sale is not final until my products that I paid for are correct and here and they are not.
My finance and I are starting to go through what you have mentioned. We have waited 7 weeks for our furniture and received a call yesterday that we would have to wait an additional 3 weeks. We are not interested in waiting almost 3 months for our bedroom set! It is very frustrating! To add to it they have stated they will charge us a 30% cancellation fee! My finance and I are in the market for a new living room, and kitchen set and we will NOT be shopping at Ashleys!
ridiculous customer service!
I was buying a new home - it was under construction. I saw a dining room table I wanted and bought it. However, upon further measurement, I realized that the table was to big. I told the manager / owner that I wanted to cancel my order. She said there was a no cancellation policy and that I had to get. I explain that it had not been delivered and that it won't fit - she said she couldn't help me. I took it a step further. I told her I would purchase another (smaller) set and anything else to make up the cost (2800 dollars). She said NO, I ordered it and had to get it. There was no refund and no cancellation. Well, when they delivered my to large table, two of the chairs were missing -- they said they hadn't come in so I said well lets cancel them - hahaha was pretty much her response. Not to mention the table had niks in it and they called coloring them in with a coloring pencil fixing it. I WILL NEVER BUY ANYTHING FROM THEM AGAIN.
PS: I called a store in Atlanta and got so many different answers regarding this situation it was ridiculous.
LaGrange doesn't have many furniture stores but I will pay a delivery fee to another city before I buy from Ashley's again.
bad quality couches
After Hurricane Katrina devastated the Mississippi Gulf Coast, I purchased 2 leather sofas from Ashley Home Store in Mobile, Alabama in February 2006. I noticed immediately that they weren't really quality because the leather on the sofas really didn't match. I had paid over $1000 for each sofa. I recognize now that I should have called immediately, however, my family had been through a rough year... my 56 year old husband suffered a massive heart attack in March 2005, lingered 4 months, died July 17, 2005; Hurricane Katrina came ashore on August 29, 2005, we had 3' of water in my house; my 85 year old Mother had 2' of water in her house and no flood insurance, she died in March 2006. So, you understand when I purchased the 2 couches in February 2006, I was basically desperate. In March 2007 I contacted the Ashley Store and told them about the couches. Their reply was... "you are 2 weeks out of warranty, but we'll come look at them." And, they did...initially telling me, "too bad!" But, after much encouragement to them, they decided they would reupholster the couches and would ship the leather to my house. The first of April 4 boxes arrived, I called Ashley, scheduled a person to come upholster the couches...on April 25! Well, he came today... there was no leather in any of the 4 boxes, only 12 cushions...for 2 couches. He called the "customer service" department (and, I use that term loosely)... they will "get back with me." Whatever. I have contacted the Ashley Corporate Headquarters, but their response is basically, "we only sell furniture to the stores, they make their own rules." This is very frustrating. The service man took many pictures of the couches...the splotchy leather, the arm rests that are flat... but, because I was 2 weeks out of warranty, I am just out of luck... $1000+ couches should last more than a year. I really would like to load them both up and take them to the Ashley Store in Mobile, AL and sit them out front to warn the consumer to NOT ever shop Ashley. We on the Gulf Coast probably made those folks rich after Katrina.
The sectional is peeling and flaking. Looks unsightly and the flakes are a mess.
I used to work as a furniture manufacturer, now i run the http://www.furniture-catalogue.com/ . Although all these years i have never heard a complain about ashley, it is true tha big companies lose peronal interest and contact and sometimes emploeyers just don't care to do their job properly.
Never ever buy any furniture from this crappy store .. they sell only junk. Their sales and customer service is very arrogant and cheaters.. Dont even take extended store warranty .. it dosnt work they dont fix any thing..
Although they promise in-home service .. it takes few days and lot call calls to some one show up at your home to do visual inspection .. Then they will take few months to order the parts .. if you are lucky you may get it fixed or you may hear back that they forgot to order the parts and you need to wait for another month or 2 to get the parts from the manufacturer.
BAD QUALITY FURNITURE and BAD CUSTOMER SERVICE .. DONT BUY
I paid $11, 000. for crappy furniture and before it was delivered I called them to get a refund and they said no refunds! I now have terrible furniture and can not get a service tech out to my house to fix any of it.
I spent 1600 for my so called leather sofas that is peeling like a dam shredded snake. They have in their warranty to protect them about the leather being soft. jThey are full of it . They are getting over on people . I will never buy any furniture from them . I will make my own chinese sit down pillows before i ever buy from anyone.
Pissed in Tampa, Florida
I totally agree with the reviews. I regret ever making a purchase at Ashley Furniture. My husband and I purchased a sectional from Ashley Furniture for our new home. Soon after the purchase we noticed that one of the seats and the foot rest didnt have much cushion and had a hard seat. Then we noticed that on the back of the couch on the bottom that stuffing was coming out.
My husband and I went back to Ashley Furniture and reported it. They made it good and let us choose another couch set (leather with recliners in couch, which was a higher price) and even took back the coffee table that we had purchased to go along with the sectional. They put a new 1 year warranty on the set and delievered it, all free of charge. Needless to say, we were satisfied with this.
However, not even 3 months later we had problems with the "leather" couch. One side of the couch went flat and neither recliner would close. I called Ashley Furniture, they would not come out until I filed the extended warranty, then the extended warranty, 2 weeks later, stated it was a manufacture problem. So I called Ashley Furniture again and they came out to look at it. Sure enough it was a manufacture problem. They ordered the parts and through another appointment, that I had to take off work for again, since they would not come on a Saturday, they came and re-framed & re-cushioned the couch in my living room. The frame that was taken out of my couch was completely warped. How that happened I dont know other than that Ashley Furniture must make their couches with cheap materials and then sell them at outrageous prices.
Now I called today, we are having the same identical problems with the couch again. When I called I was notified that my warranty went out just a few days ago and Ashley Furniture will not even attempt to fix it. They said to report it to the extended warranty company.
I will never purchase anything from Ashley Furniture again! That was the worst decision ever.
I bought a 5 pc Sectional couch from Ashley Furniture on 7/2/2009 this couch has been nothing but a POS When i first bought the couch i reclined one of the recliners and the back snaped and it went sideways the first time i called the store back because I just spent 1, 700 on this couch and it took them 5 months to get me a new one now i have owned this "POS" for about a year now and the new recliner they gave me BROKE AGIAN the other 2 recliners are broken this furniture is nothing but a head ache that will not go away please do not give this company your money I hope they go under in a hurry...
I have the leather and the metal insides of a leather recliner in my dining room for over a year now--every time I call the local store to set up the repair they never show or never set a time they always will have the right person call me to set it up--I plan on suing soon--contact me if you want to join this as a class action--I am in Birmingham Alabama----
Same things, delivery time much later then promised, quality control horrible, customer service a joke. We purchased a 2 recliner sofa for $999 and was talked into this spectacular warranty package( i can imagine how that really works)for $99 your supposed to get a new couch if someone sits on it and rips it open with something in there pocket. Or if a cat urinates all over it and things of this nature all for $99 for 5 years. I can't even wonder how that process would work when you can't even get satisfaction from a defective piece from day one of delivery. Ok our sofa was delivered, it looked good with no rips or anything they put it in the house and they were on there way. Since we waited 2 weeks later then promised delivery we were exited to use it as we had nothing else. My wife picked the side she wanted and we started a night of tv on our new sofa. She asked if I was comfortable and said yes. She said try my side and I did. She asked if seemed different then my side, said yes you sit way down in the back of it and my but rear end is falling thru the huge gap when its reclined. I said we will call them and until then she stuffed 2 throws and 2 pillows in the gap so she could sit there somewhat comfortable. We called Ashley and they made an appointment for a technician to come out a week later. Tech came and affirmed it had a defect and they need to pick it up and bring to be repaired. We stated we would rather have a new replacement sofa sent to us and pick this one up when one was delivered and he went on his way. A few days go by and no call from Ashley about his visit or what was to happen. After many calls to them a much double talk I agreed to let them come pick it up and take it for repairs which was assured it would come back better then new. How do you make something like a sofa with defects better then? Another week or so it was to be delivered again. It came and we had the men set it down so we could test it. The problem was the same and the only thing different was they over stuffed the seat as to where appeared out of proportion and the stitching was stretching so we refused them to bring it in. They called Ashley agreed on the phone to the person they called that also saw the problem, but that person refused to let them take it back with them went in and called my credit card company, they called Ashley on a three way call. The person told them the sofa was used and in fact there was never anything wrong with it that only did us a favor and took it back to adjust the comfort level. When in my possession I have papers from the tech that came to the house stated it needed to picked to be repaired. When did anyone ever hear about a brand new factory built sofa being picked up from your home to adjust the comfort level. We now have it sitting in an unused part of our home awaiting a dispute decision on our credit card. This Ashley is the worst outfit I have ever seen.
As well I will never buy from Ashley furniture again! I purchased a bedroom set in 2001 and the dresser was damaged. It was replaced but took forever to be delivered. In March 2008 my side bed rail split in half and I was told that I can't get it replaced as this model is no longer available. I expect a bed to last longer than six years! This furniture is not cheap in price but very cheap in the quality of construction. We are building a new home and purchasing all new furniture and it will most certainly not be purchased at an Ashley Furniture Store.
check your furniture before accepting delivery!
Buyer beware of Ashley's. I recently bought a leather sofa and loveseat that costs almost $2600 with warranty and delivery. My wife accepted the delivery and was rushed to sign the delivery papers and the guys left. Afterwards, we checked the furniture and found issues with both the sofa and loveseat. The technician came out to our house and fixed the sofa issue but after 2 months I am still waiting for them to exchange the loveseat.
The leather of the loveseat was apparently cut in one spot, probably at the factory, and was finished so that you could not see it from far away. When we saw that defect in a new piece of furniture, we called Ashleys. I have talked to the store manager, they cannot help you as it is a customer service issue. I talked to customer service and that was a regular texture of the leather. I have escalated this but nobody from Ashley's has bothered to get in touch with me.
So, please check your furniture before accepting delivery, otherwise it is your luck if you run into issues. I have filed a complaint against them with the Better Business Bureau and I recommend everybody that has issues do that. Maybe we can get somewhere with them.
Good luck...
I purchased to accent chairs from Ashley in Feb. 2012. The chairs were delivered four full months later. I guess the chairs were on the proverbial slow boat from China. How can a company stay in business that represents a one month delivery schedule when, in reality, it takes four months to deliver? How do they not have control over its production and delivery schedules? Or, do they have complete control over both and it was just cost efficient for them to get the chairs to me on a four month schedule? Spend your money with a company that is more professional than Ashley unless waiting a third of a year for your furniture delivery works for you.
We bought a leather couch from Ashley Furniture (who we thought was a reputable manufacteror only to have the colour on the couch wash off with just water! When we complained to them about it they said it was due to us not using a recommended leather cleaner or protector. Water is a "no no" to quote them. How stunned is that! So beware; ask questions about the stain used on the leather before you buy because they obviously don't care if they keep their customer base.
One has to wonder how a company can continue to run with all the disgusting products they continually send. And then IF you do get it, and IF and WHEN the technician DOES come out and look it over, even if it is totally needing to be replaced YOU CAN'T RETURN IT unless you PAY 25%! We unfortunately purchased a bedroom suite from Ashley AND a dining room suite from Dufresne - BOTH were in unacceptable condition upon delivery (was supposed to be set up as well but that didn't include taking the packing out of the drawers apparently!). We have had nothing but heartache trying to get these things corrected and finally my husband said screw it - TAKE THE DAMN THINGS BACK and yes we ARE having to pay a 25% restocking fee... but at this point we want their CRAP out of our house... I just wish one could broadcast this out loud for EVERYONE TO SEE AND BEWARE! DO NOT BUY ANYTHING FROM ASHLEY OR DUFRESNE - THEY DO NOT CARE AND THEY SELL CRAP! Just wish I had looked up this web page before we took the big loss!
We purchased a dining table with 8 matching chairs on 1/1/11. We were told our chairs would be available the middle of February. First off, what kind of furniture store does not stock furniture? We agreed because we really liked the table, but in February they called and said our chairs would be ready the end of February. Then the middle of March, then the end of March, then the end of April...Apparently 3 of our 8 chairs were in but they would not split the delivery, we could however, go and pick up the chairs ourselves. After lots of phone calls they have agreed to deliver whatever chairs they have now, and then will deliver the rest when they come in. We'll see. I'll never buy from Ashley again and have told everyone I know about their sucky service.
They are horrible! They make there furniture poorly and they lie! DO NOT BUY FROM THEM WORSE MAISTAKE YOU WILL EVERY MAKE!
I bought my dining and bedroom set Feburary 12, 2010. I did not receive anything until June and all pieces of the bedroom set was damaged while I was inspecting the furniture the delivery guys got my husband to sign the delivery form in the other room and left quickly. I called customer service 5 minutes later and they offered to send out a tech which took two weeks. When he came he filled the holes and scratches with wax and spray painted over it with paint that did not match the color. I refused the repairs and damanded replacements. I went back and forth with customer service for another month, I took pictures and emailed them to Jason Seivers the customer service manager. Someone called me immediately and said all the pieces were being reordered that day. They did refund me $250 because it took 4 months for my furniture to be delivered. I spent $3000. Well it is now November 13, 2010 and I am just now receiving my replacements. and of course there are nicks and scratches in the finish that have cheaply been painted over with a marker. Look at the photos of my first delivery.
We purchased a table and chairs set from Ashley. I thought Ashley furniture had an excellent reputation for their furniture. Our set had arrived in boxes and had to be put together.The pieces did not all fit together well and left gaps at the back and sides of the chairs. The table top looks like someone dripped stain on it and then tried to wipe it off too late. I am sorely disappointed with this product and will not buy anything else from Ashley furniture.
All thes comments above happened to us, furniture poorly made, ripped, very poor customer service,
will not ever purchase from Ashley furniture,
beware
To everyone looking at buying from this store DON"T. This is the worst place ever. We ordered stuff four months ago that still have not arrived all because the ignorant deliveray guys. When i called to just cancel it the woman said there was nothing she could do. They have our money so they dont care. We ended up calling five people one girl even gave us the wrong manager number and we spoke to someone at a different furniture store. DO NOT ever buy from this store again. What a poorly run business I wish nothing more then for it to go bankrupt. DO NOT BUY FROM THERE UNLESS YOU WANT NO CUSTOMER SERICE AND ### FURNTIURE.
I am a furniture repair technition at ashley furniture. I have been a tech for 14 years and i had never been forced to rig furniture together they way i am there. 63 percent of all furniture that our warehouse gets is damaged. i am forced to do repairs that bottom line suck. time is a big issue good repairs take time.they tell me that i work for the customer...so ok i will work for the customer by telling the truth.
damaged furniture delivered!
I am writing this complaint in regards to coffee tables purchased at Ashley Furniture. I purchased these tables in December and I received them defective. Ashley Furniture sent a repair technician to my home to repair the furniture. The furniture was unrepairable and required for a new set to be delivered. The second set arrived at my home and the delivered Coffee tables were still damaged. I spoke with Ashley Furniture and was promised a new set. Two weeks later Ashely Furniture contacts me and notifies me that the Coffee Tables are in the warehouse but damaged. They would call to reschedule. A month later I haven't heard anything so I decided to call Ashley Furniture. Ashley Furniture had canceled the order and refuses to replace the damage furniture. I purchased the coffee tables in December and paid the full amount on my American express credit card. Ashely Furniture has received full payment but still refuses to do deliver undamaged coffee tables that I purchased. I had an issue with Ashley Furniture 2 years ago where I disputed an amount with my credit card company for the damages that were done to my home. I sent my credit card company pictures and estimates of the damages caused by Ashley Furniture. The credit card company did a full investigation and reimbursed me for the amount of damages that Ashley Furniture had done to my home. Ashley Furniture is holding my order until I pay them back for the disputed amount. Ashley Furniture has been very unprofessional and hard to work with. They don't care about there customers but about money. No one at Ashley Furniture will return my calls or speak to me about this matter. I have contacted Ashley Furniture over 20 times in the past month and had the phone shut in my face. I paid for new furniture in December 2006 and I received damaged furniture. In the past 2 years I have spent over $12,000 with Ashley Furniture. I do not recommend Ashley Furniture to anyone. I will be sure to let everyone know about my relationship with Ashley Furniture.
Mazen Kawasmi.
I just received a delivery the other day. The guys barely spoke English. I offered water and they accepted. Before they removed couch from the box I said I wanted to see the color (to make sure it was per the photo I saw online because they didn't have the set I wanted on display in any of the stores & I was told if I was not pleased with furniture do not sign and turn away delivery and I would get full refund with no re-stocking fee). He was rude and said "its blue". They came in, no coverings on the their shoes, made a little bit of a mess (which isn't a big deal b/c I was going to clean after they left anyway but its the principle as it was unprofessional) and lightly dirtied my wall bc they brushed big box against it. They were in such a rush, I understand they have other stops but still. I was trying to ask questions and he was already out the door leaving. After they left I was cleaning and moved couch where I wanted it and noticed there was a rip/slit in fabric on the corner bottom of couch and one pillow was defective as there was a line in fabric (which the guy had thrown pillows on couch and turned them opposite way/backwards, not sure if that was done on purpose). I called to report the damage and they told me it would be a process and they need to check if it can be covered under warranty and that I need to send photos and they will have someone get back to me. I sent photos and label and waiting. I hope they can have it fixed. I'm a little nervous after all of these reviews about them.
Ashley you need to style up you idiotic fools.They should stop stealing from hard working people.who by the way owns Ashley?What kind d of stupid business is this.Don't they care about their customers.They just stole from me and I can tell you Ashley you have lost my business and respect.you are soon going g down!
Ashley furniture is the most stupid furniture store i know and are thieves indeed.the have very cheap furniture and they have the most ignorant customer service.what a bunch of fools.I will never go back to them ever again.Please don't shop their.They need to learn how to answer their customers.
Ashley Furniture online ordering system is a scam for stealing! I supposedly ordered something and they supposedly delivered it to me and opps, they forgot to bill me for over a year and now they expect me to pay for something I never got. They can't even tell me what it was! No photo, no SKU! No one will let me discuss this and they keep sending me an email telling me a payment is due. I cannot even access an online account! I can't get the entire account number from them even if I wanted to pay the bill.
They are thieves! I am going to small claims court and then see if anyone else has ever had this happen. Maybe a Class Action Lawsuit! They have wasted my time and caused me so much stress.
New recliner was delivered and within the first week back pulled apart and you cannot even sit in it because the chair will not hold its shape. Never been able to recline, the chair will lean and almost fall over on its side.
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Fraud and security concerns
lack of full cost disclosure
This is all to common I am afraid and it seems when a furniture supplier gets it wrong they really get it wrong. I have been assembling furniture for ten years and to try to do something about this i have recently started selling furniture online. To avoid damage and customer complaints, I personally deliver and assemble everything, that means I take care of it. You can see what I sell at Andre Victoire (www.AV123.co.uk). I am trying to do somehting about it and improve the service offered.
Ashley"s Furniture is a "rip-off" and some of their employees are "con artists" summarizes a portion of how my family feels about doing business with them! We purchased one of their so called leather sofas and matching recliners. We also purchased thier insurance on the furniture for it sounded like a good investment. WRONG! After we had the furniture for a short while, these areas started showing a distinct discoloration on the sofa and recliner. When you looked at it closely it appeared like when you buy patent leather anything and the surface color comes off their is a light color underneath. Cheap imitation is what I call it. We called and reported the problem. They sent two men, one who stood on the other side of the room and took a picture and the other guy just talked to me. When we did hear a reply they said they did not cover "scuff' marks" in the insurance policy. At a later date when I was in the store and wanted to find out if they maybe sold a product that could be applied to the area that would match the color so it wouln't look noticeable the manager said go to Lowe's to see if they sold something that would help. If that wasn't enough, before we experienced our problem our daughter who was building a new house bought several pieces of furniture and they were storing it until the house was completed. Well when she called to tell them they could deliver it they said the manager had SOLD IT. Well she was furious because no one had contacted her in any manner whatsoever. She went to the store and had a "nice" talk with this manager who was thankfully able to get replacement furniture for her. She has spent several thousand dollars at Ashley's Furniture but will not spend one penney more after that experience! We have chalked it up to learning the hard way but want to inform others of our experience to hopefully keep it from happening to them.
812 days ago by Benjamin [send email] 0 Votes
Quote:
To say that Ashley Furniture is a bunch of thieves or that they don't care about their customers is ridiculous and shallow. Each store is independently owned and just because you have trouble with one store doesn't mean they all have the same customer care. Ashley Furniture stores have become the #1 furniture retailer in the country this year and they can't do that by mistreating people. Furniture is made of wood and cow hides and much of it is shipped from overseas so there will be damage and imperfections with furniture no matter who sells it. If you are not getting proper help then you are not speaking to the correct person at the store. They usually have plenty of managers and there's one that can help. I've got a house full of Ashley Furniture and it has been exceptional the past few years. At the price I paid I could even tolerate an imperfection if there were any. Anyone with a complaint should talk to a manager in a friendly, understanding way and you'll get results. Give it a try.
Reply:
You are dead wrong about this. Even though each store is independently owned, all of them are serviced by the same Ashley Corporation. It is Ashley Corporate who takes over everything once you sign for your furniture. These stores are nothing more than go betweens, They don't even handle delivery. While we are on the subject of delivery.. They can not make one without damaging the furniture. Of course Ashley outsources their delivery to third party companies which do not care about the customer, or the furniture. They are all a bunch of illegal immigrants that don't even speak English. I have to say though, that you find this problem with most furniture stores these days. Even Gallery Furniture in Houston can't get undamaged furniture to you. I've been to hell and back with both of these companies and am fed up with the lack of care for the thousands of dollars we are spending with them. Get the sale, take the money, and then it's bye bye.
April 2009- I purchased a reclining microfiber sofa from Ashley Furniture on Center Pointe Road in North Charleston SC. When the sofa arrived, it came with no plastic or protection of any kind and was thrown around getting it into my house. I mean these guys man handled this thing. The sofa was looking a little beat up. I contacted the company who had all kinds of geniuses call me. The last of which was the GM/Partner of the N.Chas store named Jack. I told Jack that I needed a sofa that was going to last me a few years and that I had one shot at it. Since I am on a fixed income. I informed him that the sofa was roughed up and that the cushions looked abit flimsy and misshapen. Jack was too busy trying to brow beat me with his "40 years of business experience" Well whoopty doo, Jack. I have any extensive business background as well. Who cares? Lets make the customer happy, Jack, old boy! Save the disseration for someone who gives a crap.
I went to the store to try the floor model again and as I suspected it was firm and sturdy. Mine was mushy and sloppy looking. I ran into this Jack character and again told him my story. This time Jack had a bit of an attitude. Basically he was sending a repair guy to see the couch or he could just give me my money back and told me to "go somewhere else to buy a sofa." I didnt understand the attitude because I was willing to look at other couches at ashley.
The repair guy came and agreed with me. But offered me a repair that I declined. So I called Jack who had more attitude this time.
His only reply was "well pick up the couch and you can come in to pick up your refund" They didnt even have the sense to send a check with the driver.
They had to make it hard for me. So I went to the store. Jack refused to look at me or talk to me. I have no idea why he was so pissed off. Jack was trying to hit me up for the delivery (in vain) and was looking at the bill as if I never paid the full amount in cash. I laid the aw down for dear old jack. He then signed the check and I was leaving. I saw the poor salesman who lost the sale and I was trying to explain things. Jack came running in saying to the salesguy "Mark, dont you have customers?..."
This guy Jack was a partner with over 40 years experience. Cant you tell? LOL. It seems that Jack failed business 101. The Golden Rule of: Keep the customer happy.
Don't shop with Ashley. The products are inferior and they have a problem with customer service
very unpleasant experience
On 1/14 I went to the Ashley Furniture Homestore in Bowling Green, KY, and ordered a sofa, a loveseat, a dining table and six chairs. Then they delivered all the items on 1/25. At delivery they found that the sofa has a cut and they took it back. They told me that the store would contact me to reorder or solve the problem. But nobody called me. After waiting for two weeks I called them but didn't receive any responses. A guy told me to call me back after he checked the status. Again nobody ever called! After waiting for another week I began to lose my patience and rushed to the store on 2/16.
In the store they checked the records and found out that they ordered the replacement but it seems that it disappeared. They thought that it might be sold to somebody else. I waited there for 40 minutes just for them to check the status and reorder. How inefficient! They told me that since it's a new store the system was in a mess...But is it the customer's responsibility to have 500% patience because of their poor operation and their worker's inefficiency? I stayed cool and was patient when I was waiting there. Then a guy told me that he would call me once the order goes into the system.
No calls after almost another two weeks. Today (2/27) I called to check again and the guy seemed not patient at all. He said that he would call me back...was he kidding? Would he call me back?
So basically after a month and a half I'm still waiting for my sofa and I don't know when I'm going to get it...I'm really sick of rushing into the store again...
By the way, their furniture is really cheap with low quality-but that's what I can afford right now. The table and the chairs have many tiny black holes and dots. I didn't complain about that because I think that's the worth of $460 for a dining set. Can low quality and cheap be the reasons that they screw up customers like this?
The complaint has been investigated and resolved to the customer’s satisfaction.
10 Effective Ways to Complain About a Company Online
Why does it sometimes seem like prices keep going up and the level of customer service keeps going down? In this economy, we want to make sure that every dime we spend is warranted. Everywhere you go, the prices are higher, and it seems you are getting less for your money. Or maybe you’re okay spending the money for an item, but when you get it home the quality is bad or the item arrives broken. Can you do anything about this trend? Yes, you can.
Check out 10 effective ways and online destinations to file complaints that a company will pay attention to.
1. Go to the company website.
The first thing you should do is go to the company website and contact customer service with an explanation of what happened. Don’t go in expecting a lot, but if you received rude service, they will probably apologize and offer you some sort of discount to entice you back. If there is no customer service, write to the manager or CEO. Direct your complaint to whoever is listed on the site, and let them know specifically what happened, when it happened, and where it happened. Many times problems can be resolved without a lot of fuss.
2. Contact the Better Business Bureau.
Write to your Better Business Bureau. This used to mean taking out pen and paper and snail mailing a letter to them, but not anymore. You can go online to this site and fill out a complaint about a company. The nature of the complaint will determine where you go from there.
3. Contact the Federal Trade Commission (FTC).
The Federal Trade Commission will investigate a company if it knows about wrongdoing. In order for it to know, people need to file complaints. These complaints often display a pattern of wrongdoing that the FTC will then investigate, which will be beneficial for you and anyone else who has been scammed by a company. Go to this website, and there’s a button you can click on and fill out your complaint. It’s as easy as that. You don’t have to provide a lot of personal information, but if you don’t, that may limit the amount of investigating the FTC can do.
4. Check out the scam report.
Not only is this a good site to post your complaint on; it’s a good site to check out before you go and spend money at businesses. Problems that people have had are listed here. This site prides itself on the fact that it will not remove complaining posts from the site even if threatened. While that might not be good if someone chooses to complain about a competitor and the complaint is full of false information, it is good in light of deep-pocket companies that think they can buy and bully people into doing what they want.
5. Email spam@uce.gov.
This is the email address to use to file your complaint with the U.S. Federal Trade Commission Consumer Fraud department. This is the place to send complaints about spam and frauds on the internet.
6. Try Yelp.
This powerhouse site lets customers rate local businesses of all kinds. If a business is not delivering on its promises, you can write a review on Yelp. Many businesses work hard to protect their online reputation, and public forums like Yelp are a great way to offer your experiences, good or bad.
7. Post on Planet Feedback.
Similar to scam report, this is a site where you can post a complaint and other people can weigh in on what you are complaining about. Sometimes they will agree with you, but often they don’t and try to point out another point of view.
8. Google your attorney general.
If you google your state, you will be able to find an email address for your attorney general. Once you have an email address, sit down and write a concise letter that includes the details of what happened. If the attorney general gets several letters on the same subject, they are more likely to launch an investigation.
9. Post on Pissed Consumer.
If you don’t get satisfaction from one of these sites, try another one. Here is yet another site (Pissed Consumer) where you can post a complaint. There’s no telling which one of these sites someone will read, so if you are trying to warn people about a rip-off you may want to post your experience on multiple sites.
10. Visit Resolver.
This site is different from others in that you don’t just vent herein order to get something off your chest or to warn others away from a business. If you want a resolution to your situation, try this site because you complain through this site, and it makes sure that your complaint gets to where it needs to go. Seventy-six percent of the people who complain through this site get a response. Of those who got a response, 86% were happy or satisfied with the end results. It’s definitely worth a try.
While some of us enjoy going toe-to-toe with people at a store, I understand that others don’t like conflict. But these individuals also don’t want to be a victim and want to prevent the same thing from happening to other people.
That said, we highly recommend that you cool off before posting your complaints. This way you can speak to the facts. One way of ensuring you’re not just reacting emotionally is to wait a day or two before posting a review, so that you’re working with a clear mind unmuddled by emotion. It’s only fair.
shocking customer treatment!
My husband and I were extremely shocked by the way we were treated at the Wilmington,NC store.We went to order 6 chairs after receiving 4 coupons valued at $25.00 each.(1 per purchase)Since we have bought furniture there previously because it is less expensive furniture.(Cheaper made also that's why)But this is what we can afford.We asked if we could use the 4 coupons.
The manager said YES, but we would have to come in and order 1 per day.( These are their rules when it says see store for details). So we said "that would be fine,Thank You that would save us $100 total and we would go ahead and order this way.We came in each day and the store employees knew this was the agreement so they knew to write up 1 chair each day until they were all ordered.The last day when we came in the store employees scattered like ants! NO one wanted to speak to us.They finally said they would not honor their original agreement.The next day I went in for my refund and the owner was so nasty and yelled at me saying I tried to Rip her off.I was stunned! I could not believe how she went on in front of everyone.She left the counter and left me standing there for 24 minutes while she got my check.Again she came back this time nasty and rude.When I tried to tell her this is what I was told to do,she continued yelling I tried to Rip her off. All they had to say was No from the beginning. I was so embarassed by her behavior, how could a store owner treat a customer this way.
The complaint has been investigated and resolved to the customer’s satisfaction.
I ordered a headboard that was supposed to be "cream" in color and is clearly a beige gray, doesn't go with my decor at all. When I asked if I could return it they told me there would be a restocking fee! Really?! Very dissatisfied with their customer service. Now I'm living with a headboard I hate that doesn't match my decor.
Worst furniture experience in my life. The customer service is horrible, they flat out lied to me. I bought an entire living room set, lamps, tables, couch, chairs, ottomans and paid for it. Was told by them in a text that the furniture was going to be delivered on June 26, 2017 and was also informed by Ashley that their company policy was they would not take the old furniture away. I offered to pay additional and they said I would have to get the old furniture out so that they could deliver. I paid to have the old furniture taken away by an outside group. Then, on June 26th I received a text saying the furniture was not going to be delivered and that they didn't know when it was going to be delivered. I called Ashley Furniture and talked to three different levels of management, all three lied to me.
I ended up buying everything (better quality and certainly better service from Summehome. Stay away from Ashley Furniture, you will be glad you did!
It is Wilmington, North Carolina to blame. This is a town full of ignorant red necks. I am surprised they didn't call the police on you when you argued your point. You are correct, they are at fault, but they are backed up by the most ignorant injustice system this country has to offer, the SOUTH. You know the people vote in the idiots who sit on the benches here, don't you? If not, keep trying to get justice, and stand your ground when the half brains who run these stores continue to rip you off. You may wind up in front of a judge who puts you in jail for standing up for your rights. Here in Wilmington, NC they will consider your point "contempt" and you'll be in jail before you know it.
My husband and I went to buy a sofa set that we liked and were ready get that day in Wilmington NC. When we walked in we were met by a sales associate who gave us a coupon sheet. upon reading the sheet we found that we could save a few hundred dollars on our sofa b/c we were spending a over a thousand dollars. We picked our sofa and were ready to have it ordered for us.First we asked about delivery and they were going to charge us an extra ninty dollars to go 4 miles. Then when the manager saw that we planned to use the coupon they had just given us when we walked into the store he refused to honor it saying that the coupon was a typo and was only for mattresses. My husband who is in sales tried to talk to the guy saying this was just given to us when we walked in and was amazed how the guy reacted, rude, basically told us we were cheap, and could care less if left and didn't buy anything. We left and when we got home we called the next nearest AShley furniture store to us, Shallote NC. We told them our story and about the coupon the owner said they would love to have our business, honored our coupn and gave us free delivery. To anyone in wilmington, look for furniture at the store in Wilmington but buy it from Shallote store!
I went to the same Wilmington, NC store and the manager named Donna was probably the same one you dealt with. She was very argumentative and defensive when we asked questions. I was ready to purchase a set there but she really turned me off.
Looks like all Ahsley stores are like that. We went to one in south of DE, they were nice until we are ready to buy. The payment clarks are very rude. I will never go to any Ashley store in life time!
damaged furniture, extremely poor customer service!
My family and I recently purchased a much larger home in Jacksonville, FL. We purchased several rooms of furniture at Ashley's in St.Johns Center.
The sales staff was friendly but appeared very hungry and swarming upon entering the store. We encountered nothing but problems while dealing with this store/company. First purchased was a master bedroom set. The bedroom set was delivered damaged. A huge, noticeable chunk was missing out of the wooden bed frame. After many phone calls and appointments, this piece was replaced. Next, came the bar stools, again delivered broken. Many more phone calls until they were replaced. Last set delivered was a large heavy dining room set complete with a buffet and a hutch. The buffet was not with the order and we weren't advised until the truck arrived. The pieces that were delivered had multiple scratchs and nicks. Delivery driver took some kind of greasy cream and rubbed it into several of the scratches. Looked horrible and very noticeable especially since all pieces were sitting next to a large window. Many phone calls later and a repairman was sent out to access the problem. He ordered a new table top and new chairs and was extremely upset at the quick and dirty repair job that the delivery man tried to do. Table top was delivered several weeks later. Different delivery staff and they were ready to drop, exchange and run. They couldn't believe that I would expect such a thing as assembly. More scratches in that table top and now in the new chairs delivered. Done by the inadequate employees? We filed another service request and this time a different examiner was sent. He refused to replace any of the damaged pieces and "repaired" them. Not to our satisfactions but we left it drop, we were tired of dealing with the store. We thought that was the last of them and vowed to never purchase from such a store again when another problem arose.
The bedroom set that was purchased just about one year prior was falling apart. A 5 drawer dresser had what we thought was defective wood used to anchor the drawer sides in. Many, many calls and explanations of the story and finally they agreed to send someone out. First we were told that we must have had water damage, not true then we were told that we had the furniture too close to an air conditioner vent, again not true. The last was a "bug eating" at the wood. No other evidence of anything in the house, house had recently been purchased and was inspected for termites, etc. prior to sale. They took pictures and refused to repair or replace, it was now my problem since it was over THREE DAYS FROM DELIVERY, yes 3 days? We sent them letters, called many times but with out so much as advice on how to handle. We fixed the rotted wood, sprayed several times with consumer purchased termite spray and thought that all was fine. Now, approximately 3 months later the drawers are breaking again in different spots. We had another bug inspection done of the dwelling and are termite/bug free. We were advised that Powder Post Beetles are residing in only the dresser and feasting. Had to come from the factory/warehouse, etc. Solutions to combat this are replace the dresser, fumigate with extremely toxic chemicals, or replace the wood infested pieces and hope that this is the last of them? What do you think that our chances are of Ashleys making good on any of these options? This was all a very expensive lesson learned. We didn't buy the cheapest in the store, went for the more expensive, higher end, "better built" or so we thought. DON'T BUY FROM ASHLEYS! WE ARE TELLING ALL THAT WE KNOW OR MEET IN OUR VERY TRANSIENT AREA.
The complaint has been investigated and resolved to the customer’s satisfaction.
I just bought a sectional and the beetles are in the feet of the furniture! They are crawling all over my floor now. They won’t do anything to help.
horrible customer service! no refund!
I ordered a sleigh bed from Ashley furniture in April to be delivered April 30, 2006. My furniture was not only delayed but it was scratched/busted where the delivery man and he was afraid to admit the truth. He dropped the headboard but never let me know he continued to make me think my furniture was on the way. At 7:00 pm is when I called the warehouse and the manager informed me the headboard was busted and it needed to be reordered. 4 days later my furniture was finally delivered.
A store manager at the Duluth location in Georgia promised me a delivery refund 79.99. It is now October 6, 2006 and I still haven't received my refund. I spoke with the manager again on August 2, and he informed me I would receive my refund check within 2-3 weeks.
Customer service is horrible at this store and I will never purchase from this store again.
Store details:
Ashley Furniture
3875 Venture Drive NW
Duluth, GA
I have not step foot in that store (Ashley Furniture in Madison WI ) since my first encounter with their conniving ways of doing business and burned me 8 yrs ago when I bought my house and naively purchased furniture from their store. The situation back then was as some others have mention here, they give you the spiel of "making the furniture after you purchase" to justify their no refund policy after you sign on the dotted line. I thought cool! They are making it for me.
Well my furniture was delayed and worst part of all my couches came with a sign that says "floor model". Oops! I guess someone forgot to rip the sign off. I called them to complian. NO remorse. NO apologies for lying. OK. I totally distrust them.
Fast forward to the future. Recently I was looking to buy a bedroom set and looked at all of the furniture stores here and decided to take a peek at Ashley again. Sure enough just my luck, I found the set I love the most at Ashley. So while in the store I was talking to a sales girl. She gave me a price quote of 3700 dollars for the bed set. Which included tax, 150 dollar delivery fee and their "protection plan fee" (which I bought into the first time around when I purchased from them, but never used caused you just can't call them every single time you got a scratch or ding. Not possible with little kids. Which by the way expires after 5 yrs so after 5 yrs your screwed. Might as well keep your initial scratches and dings and your money in the first place). Other furnitures stores were charging only 80 bucks. Trust me I know cause I went to all the local furniture showrooms and personally asked myself.
So I said to the girl I just want the price for the bed set itself included tax but no other fees. She came up with 3300. I asked her if they could possibly go lower since I just came from Steinhafels and the guy there gave me a great price 2800 for a very similar set. She said its not possible. Ok. I said then I will think about it.Very much so leaning towards forking out the extra 500 dollars.
Then an older gentleman who appears to be the floor manager comes over and said "so are going to buy the bed set or what?" I at this point in a friendly joking matter responed "depends on what you can do for me?" He says "I can help you put the furniture into your car" I laughed "you'll have to do better than that" Then he preceeds to tell me what great quality their furnitures are and the fine details and the lined cedar doors in the dressers. I said well the set at Steinhafels is pretty nice and also has cedar drawers. At this point he preceeds to argue with me saying he himself has seen the set I am talking about and that it does not have cedar drawers. At this point I said "I don't thinik we are talking about the same set cause I just came from there and viewed the drawers myself" Then in a very arrogant voice he said "well your asking me to go from 3700 to 2800 dollars, thats absurbed cause thats almost 1000 dollar different. At this point I said "well actually it wouldn't be becasuse I am simply talking about the bed itself not including the hidden fees such as the delivery overcharge or the protection fee" He responded back in the most condescending way "well if your just talking about the bed its only 800 dollars!" This manager who is supposed to be a professionall has really resorted to grade school tactics.
I told him off infront of his subordinates about how unprofessional he was and how he just drove me away for good and would never give a dollar to Ashley Stores again. Truely I don't know how they stay in business based on the horrific deceiving tactics they used and the terrible treaatment they give to their customers.
Sam
Bought a bed room set with a King Sleigh bed in November of 2009. had the side rail crack and break in April of 2010, now it is June, 21st and I'm still waiting for my replacement side rail, Ashely Consumer Affairs gives me the same BS line that there are none in stock and won't be until end of July.
4 months! I have my bed in pieces for 4 months to get a replacement rail. If I would of known this about Ashley before I bought it I would of never of bought it. Consumer Affairs at Ashley tell me that its in the sales rep's hand, who has done nothing, and there is nothing they can do. They won't even call the local distributor in my area whose ordering it, to see what took them so long to get this ordered. Also won't even call other area reps to see if anyone has the rail.
ashley suckkkks. dont shop there
I was able to get an Ashley Furniture store employee to admit to me that their company routinely manufactures furniture for "Big-Lots" stores and that this "grade" of furniture is their very "lowest" quality furniture. This was accomplished by asking a sales associate why a certain reclining couch (very comfortable too) was only $499. To this she replied "that's the line we mfg for Big-Lots! Actually what they do is just put differing names on the SAME furniture type.Ex: Their leather gets the name "Millenium" as their top-of-the-line product and the "middle of the road" gets the "Ashley" name. The low end doesn't even get a name yet it's all the same mfg! After all these questions, it was cleas she just wanted me out to the store!
Ashley Charges the customer immediately and delivers the product after a month. They don't even inform us that they are going to be delayed. They say it will be delivered in 2 to 3 weeks while you buy the furniture. But when you call them, they say it is only tentative.
They delivered part of the order and some part of it later. They don't give any flexibility in delivering the furniture.
They STINK...
I wouldn't recommend that shop to anybody.
Ever wonder why the furniture you purchased from Ashley furniture arrives "quicker" that the time they say it takes to "build it in the NC factory?". If you check your "business white pages" for the Ashley furniture store in your area, you should also see a listing for the Ashley furniture "warehouse" where all of the furniture sits until someone orders it! It may or may not be made in NC, but your order is coming from rotated stock!
Gee, where do I start... My husband and I purchased a lovely bedroom set and two living room chairs from Ashley about a month and a half ago.
At the store we were told by our sales rep that all their furniture was not made until the time of order. Since the furniture had to be "made" and shipped from NC, it would be 14-17 days until we received it. Cool. Now we have to paint our bedroom. We ordered the furniture on a Saturday so they told us the order wouldn't be processed until Monday. Okay, fine. I get a call the Thursday after we ordered it and they said it was in. What? It had only 4 days! I thought the stuff was "custom made"? (Lie #1) Thank goodness we didn't wait to paint out room. That's not a big deal. Well, when they called to schedule a date to deliver (on that same Thursday), my husband asked them to deliver it the day after Thanksgiving. They said fine. I get a call on that Saturday and said the furniture was being delivered on Sunday. I said no, we have it scheduled for the Friday after Thanksgiving. The lady on the phone said if we wanted it delivered on Friday, we would have to pay a rescheduling fee of $40. What? My husband tried explaining to the girl that we did into schedule it for Sunday, but Friday. After a while of trying to get it thru her head, he asked to speak with a supervisor. The supervisor gets on the phone and the first he says is "Yeah?". My husband says, "Do you have an attitude?" The supervisor responds with "No, but it sounds like you do..." Nice customer service... My husband was shocked! Anyway, they said they would "waive" the $40. They obviously still did not understand we were not rescheduling. Okay, now it's time for the delivery... The FIRST time they were there, they came in and set up the bedroom furniture. Everything turned out okay in that aspect of things.
However, there were the two chairs. They weren't really expensive, but they were a couple hundred dollars a piece. They brought the one in and it was fine. When my husband unwrapped the second one, it had a huge black ink spot in the middle of the cushion (the chairs was red) it was very noticeable. Needless to say, we did not accept that chair and requested a NEW one. They came back out a second time to deliver our chair. It was the exact same chair with the same ink spot. The driver told us that is the way they were made. BS! We have the other chair with no ink spot. Once again, we refused it. This past Sunday, they came out a THIRD time. Guess what, SAME CHAIR! They tried to deliver the same damn chair 3 times. What the hell? My husband will be calling to go off on these people. That is just ridiculous! I know it's not the driver's fault, but geez... I can't wait to hear their response to this (if we even get one). So it's been a month and a half and still no second chair. We will never buy Ashley furniture again!
I strongly recommend not to buy from ashley furniture
I ordered a leather sofa on 7/4/2006, it was delivered on 7/22/2006. When I first sat on it, it wasn't as comfortable as I thought it would be - It certainly felt different from the display one. But more than that, I felt really uncomfortable of the leather smell. I started having headache and nausea when I sat on the sofa. I felt sick all day, and had to take anvil. I went to the store the next day and explained my situation. but the store manager seemed very upset, as if I made her upset or what, and told me they couldn't do nothing. I didn't ask for money back, I asked if I could exchange with a fabric sofa. That was all. I think I am allergic to leather or something, or I suspect that they didn't good job processing the leather or something, I don't know what's wrong. But I do know for sure that their leather makes me sick. and Yet, they are so ignorant and not willing to meet the customer's need.
Again, all i wanted was to exchange with fabric sofa. And it's a day old with tags and everything. and I can't even sit on it, so it's just brand new!
I am going to tell everyone about your service at the community site and strongly recommend not to buy from Ashley.
it wasn't long before the couch cushion resistance deteriorated so much so that you can't sit without the cushion flattening out completely. The couch is useless now.
I am not going to just let it go I will file a statement of claim for the entire cost of the couch and let it settle in local court.
it wasn't long before the couch cushion resistance deteriorated so much so that you can't sit without the cushion flattening out completely. The couch is useless now.
I am not going to just let it go I will file a statement of claim for the entire cost of the couch and let it settle in local court.
I bought a Ashley's furniture red Durablend sectional sofa. After a year and 1/2 of owning the sofa it began to peel. It also started to rip at the seams. I was lied to by the sales representative who advised me to Durablend would last me as long as real leather.
I have 4 Recliners material has been pealing on the top and throughout the back cover of the chair. Cant find a contact to repair my chairs. I was told I have a 5 year warranty. the company location has since relocated.
Can you help me resolve this issue of repair
Darrell Armstead
5585 Swanson RD
Ellenwood Ga 30294
darrellb7@me.com
[protected]
Reclining chairs, foot rest..ehere ever simeine sits tge "leather" is cracking
We purchased these about 5 years ago for 900.00 and 6 moths later they started to peel.I have pictures of them that i will provide.I have to constantly sweep my floor from the furniture peeling and i have to keep sheets on the furniture to keep it from sticking to my skin.So i would like some kind of compensation for my problem
Ashley Furniture promised me our sofa for tomorrow 8-9-2018 now they are saying maybe Monday. We were given the dates when we purchased all the furniture items in the store on this past Sunday.
My furniture is cracking up and uts getting wore the more we sit on it. The leather is falling apart
i bought a dinning table and from the day i recessive it started to wobbles . i ask for the ashley furniture for exchange or to repair the problem but the first tech guy said he can not fix it but they refuse to accept that and and they refuse to exchange it .this the worst customer service ever .
I bought a leather couch and chair and it smells TERRIBLE it makes me sick to sit in it. DO NOT BUY ANYTHING FROM ASHLEY FURNITURE !
poor service!
My name is Ankur Vaidya I live in South Plainfield, NJ and work as a field engineer for a Construction Design firm. I want to make my fellow citizens aware of what i went thru buying furniture at Ashley Furniture store in North Brunswick, NJ.
I bought the furniture on July 13th and paid for it in full on that day. I was told the furniture will be delivered in 4 to 6 weeks. In the 7th week i got a phone call from Ashley saying its a delay from manufacturer and you will get it by the end of the 8th week. I was fine with that as well. After the 10th week i called them to which they said it will be delivered on 26th of Sept. Now me thinking of accommodating the furniture guys so they can get in and out gave my old bed away so since that day i am sleeping on mattress placed on the floor. i was given 2 other dates after that 30th of sept. then it was 4th of Oct now it is next week some time. I just found that out. Now one thing i don't understand is if i am not provided with my product why is Ashley furniture sitting on my money for almost 3 months so i thought of canceling everything to which they threaten a 15% restocking fee so its almost like I am stuck with this. Help or advise smb!
I recently purchased a bed from the North Brunswick store. When I went to the store I told the sales person i have 2 requirements: i need a low profile bed as it will be used for an elderly person and I need it delivered within a week. The sales person confirmed both requirements and placed my order. I paid for the bed in full. The day of the delivery, the wrong item was sent so i went back into the store, spoke withe Ed the sales manager and Paul the district manager...both had attitudes and could care less. After spending 2 hrs at the store, being ignored for 1/2 the time, I was promised the bed I ordered will be delivered the next day. Instead they bring in am extra high profile bed. I immediately contacted the store, the customer service rep "bibi" apologized and said the issue will be resolved asap. Until then my eldery grandma used the high profile bed for a few days, almost fell off the bed while getting on and off. We immediately moved her to just a mattress, the poor lady is struggling as she has to bend so low and try to get up.
A week later they send yet a wrong part. It's been 2 weeks and i still don't have the bed I ordered. The store refuses to credit my account and pick up the bed. I have tried to contact the sales rep, customer service rep and get no response. They are ignoring my calls, msgs. I have finally contacted my lawyer. I would never recommend this store to anyone. All they do is harass their customers and steal their money.
The REBATES are SCAMS!
I bought over $3, 000 worth of furniture one time and they promised $500 free gas and $200 rebate via a Visa card.
I used to work for a company who did rebates so i filled up everything VERY carefully and made copies. I also sent my paperwork by certified mail. I had to call well over TWENTY TIMES in addition to Faxes, Emails, and store visits. They finally just sent me $150 Visa card- 6 months later. Still don't know what happened to the other $50.
As far as the Free-Bee Gas...LOL- You have to spend a certain amount $100 every month at the same gas station and send original receipts with the hope (and prayer) that they will send you a $25 dollar voucher every month till the $500 is reached. Its a scam and you can see online about this one. Wish I knew before I fell for it.
I still went back to Ashley and bought a $1500 living room set and a $200 dinette.
I also went through a delivery issue with them when they forgot my office furniture. I canceled the order due to this. I was pissed off big time.
I will NOT be shopping with the intent to get a rebate from them ever again.
I am having the same experience you are. In my case there is no followup and someone dropped the ball for 24 days! Its funny how they list the same # to call all the time. Asked for a contact name and number for store manager was told he is busy and his voice mail full!
This is an isolated situation with one of over 300 independently owned Ashley home Stores. I would have hesitated right from the start when they asked for it to be paid in full and the product wasn't going to to be delivered for more than amonth. What was the purpose for the payment in full. Who's got egg on his face here Ankur. I know for a fact that Ashley homeStores, e specially the ones in South Florida are driven by World Class Service and don't go a day without that offered to every customer. It is unfortunate that your situation required you to voice your opinion in such a manner that deficated a store management but the story can be the same for just about any establishment out there when it comes to once in a while situations. If this occurred day in and day out I would consider other options against the store owner but I want to let you know that Ashley is the largest manufacturer in the United States. (key word - united States) and I truly believe they will do everything in their power to make even the worst of customers happy. Including but not limited to the author above. I am an Ashley believer. They will prevail.
At Ashley Furniture HomeStore we strive to make your shopping experience far superior to that of the competition. Our ultimate goal is to provide 5 Star Service to each and every customer, if you feel we have fallen short of our goal please contact our customer care department at CustomerSupport@AshleyHS.com or [protected] and our customer service representatives will make every attempt to address your concerns. Thank you.
I have to disagree with the comment of bad customerr service from this independent dealer . I have purchased several rooms of furniture from this very store and all i have to say is they did what was promised. The furniture arrived alittle late due to delays from the manufacturer, but when it did arrive it was delivered in a professional manner.
I did have 2 problems with a bedroom set on my last purchase howerver they sent a service tech to my house and it was fixed to my satifaction. Lets face it no matter what you buy it never arrives perfect i dont care what you get.
Thumbs up to ASHLEY!
I ordered my furniture (Sofas, Bed-set & Mattress) from this store on June 29th (I paid in full) and the guy said it should take 7-10 days. I got call on 13th July saying, "Your love seat sofa is broken, would you accept all other things while we will deliver your one piece later?" I said, "Sure, something is better than nothing." I got my delivery on July 15th. I am missing my Mattress, too. I called them, she said they will deliver mattress and one piece of sofa next week. I am crossing my finger!
I worked for Ashley for two years in North Brunswick and there is no advice you can give this gentleman other than to get an attorney or file complaints with every know bureau. The customer service in this store is only geared towards making the sale. After making your purchase, in which you will have signed away all of your rights to the point where it takes 1/2 hour to purchase a lamp or accessory item off the floor, the customer is left out on a limb. The reason the phones don't get picked up (I was customer service) is because the delivery and repair complaints are so predominant that the customer service staff that handles them would not be able to do their other job (which is processing sale paperwork) which is the goal. The store is crooked. The owner is present most of the time in either their Linden Store or North Brunswick but he won't come ut to deal with these issues and uses his nasty manager or his nder-qualifed airhead "Customer Service" managers to handle them. When you go to one of those numb-nuts with an issue, they grab a bunch of "gift cards" because they are prepared to "pay you off" to keep you happy and if you rub them the wrong way, they will just throw you back into the system of having to call and get no response.
As far as quality, guys you get what you pay for. It looks attractive and if you live ina museum where no one sits on your sofa or uses the furniture it will make a nice appearance for your guests. I have bought items from Ashley at another location and we are all adults in my house, the veneer (while it looked like beautiful solid wood) was so thin that it just wore right off. It is honestly thinner than a coat of nailpolish and will rub off with your fingers after a few months use. Don't buy furniture here if you want to enjoy it for more than two years. And if you must buy Ashley, DO NOT buy it from any store owned by Will Shaffer.
I would have asked them... What were they planning to re-stock, if the merchandise han't been delivered yet!
Very upsetting I am sure. We have been looking for furniture and found some nice pieces at Ashley but have been reading so many negative reviews on the Company that we are reconsidering.
We hate getting scammed!
marta
I would locate information for the corporate officer regional office or regional/district manager. Speak to someone on a higher level that can provide some type of compensation for your inconvenience. I think it is ridiculous when you pay for A-1 service and you don't receive it!
I will copy this letter and give it to my attorney
I made a large purchase to furnish my new home in Keller, Texas in December 04' and moved in 2005 to California, I have two pieces of my furniture purchased from this location. At the time of purchase I bought an extended warranty, my office hutch door snapped in half and the dowel on my dining room chair broke off, my local Ashley's says they are not affiliated with the store in Texas, I want my furniture repaired or refunded for the extended warranty.
I will copy this letter and give it to my attorney at PrePaidLegal (ParkerStansbury) CA. I was never told that if I moved that my warranty would not follow me if I moved to another state.
Last Saturday , The bedroom furniture was delivered and assembled. The drawers do not function properly. Th headboard is loose. The mattress is deformed on both ends.
I called and complained the next day. The store manager said he would look into it. His mane is Shan Trujillo
Soon as I payed for the mattress it was a defect and the mattress I thought was covered by Ashley furniture. I will not recommend it to anyone else about serta mattress.😡😡🤬🤬🤬
My order from Ashley store Avon was not delivered, the order was cancelled and the entire staff were rude to me. staff are rude and treat customers humanely.
Purchased furniture 8/16/2023.
Delivered 8/24/2023.
Furniture damaged (frame sticking out of the side) and ottomans needed repair due to manufacture construction errors.
Ashley doesn't even deserve one star. They sell low quality furniture. Made in China, terrible fabrics that pill and wear out real fast, low density foam in sofa cushions and ottomans that sinks and starts to deform in a few weeks. SPOKE TO
ASHLEY CORPORATE OFFICE
AND GOT IT RESOLVED
[protected]
we have serveral complaints register with the lakeland store and your corp. complaint line no one from store will talk to me and continues to HIDE the manager from me. Please call
Very upset senior customer.
[protected]
i went to your houma store in louisiana i bought furniture on feburary 23 i cancelled my order march 27 i paid in full 2,864.33 i am still waiting on my money back everyone i talk to tells me something different this has been going on to long i want my money back sherry lacoste phone [protected] sales order 048a123787
Canceled order on 3/20/23. Called again on 3/24/23 and still have not received a confirmation. Was told I would receive something in 72 hours and 24 hours respectively. Have not heard a word as of 3/25/23.
change my mailing address
Order # [protected].
Order date Oct 29, 2022. P.o. P22RS25. Item # A600045217 / MP40-4501
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Ashley furniture is horrible! I purchased a King size platform bed. The platform within 1 month had my mattress sagging in the middle(I'm 140 lbs and sleep ALONE and on the edge). So I had to go to Lowe's to purchase reinforcements and completely get rid of Ashley's poorly put together cheap platform.
Also, purchased a sofa and love seat. The sofa is electric...motor went out within 2 months so this was covered under warranty. The other side went out 1 month after the warranty expired so I'm now sitting on a sofa that 1 end is stuck in the recline position! This furniture is over priced and not worth the high prices! DO NOT PURCHASE FROM ASHLEY!
Rockford IL ashley is the worst, I bought living room set 2-24-12 paid cash they said if I have it delievered it would be there in a week I live 3 blocks away so I said I would pick it up, they said it wouldnt be ready to pick up in the store till 4-3-12 and that is today I called them to see if it was ready and they said not untill 4-21-12 now! WTF been 2 months already to get furniture and all they would say is sorry! I cant believe how they treat people that dont pay there delivery charge! A friend of mine bought same set 2 weeks later and had it delievered and he already has his! I will never buy from them again and I will make sure to tell everyone I know and even dont know about this horrible company!
I think I can sum up Ashley Furniture after reading these complains and from my own experience. Ashley Furniture is cheap furniture. Don't expect it to last forever. If you expect furniture to last forever, pony up 5-10x the price, and if you know what is good for you:
1.Never buy an Ashley recliner or recliner sofa
2.Never buy an Ashley sleeper sofa
3.Never buy an Ashley product with a motor/electric device
Why you ask? Think about it, this is a cheap product to begin with, how well do you think your piece will last when it has even LESS structural support because it has a sleeper sofa/recliner installed in it. We purchased a Ashley set that was just a plain couch, and after 5 years it was still doing ok. Not amazing, but ok. My brother in law's couch with the built in recliners has turned to crap in months! If you must have bells and whistles in your furniture, be prepared to pay for it or you will be putting it out to the curb within 2 years. And use some common sense! If the material is paper thin, it probably won't last-DON"T BUY IT.
Find a piece with thicker material, no extras and keep your big nasty dog away from it and it will easily last 5 years, enough said.
I agree that Ashley furniture is HORRIBLE! My fiance' and I purchased a recliner and sofa from there. After the delivery people left, I noticed that the arm of the recliner seemed to be broken so I called the service center and they sent someone out to look at it. The first thing the repair man says is "you know you shouldn't sit on the arm of the chair. It really isn't good for them and this is what happens". I was shocked! So by this time, I was pretty upset and I told him that it had just been delivered and the chair hadn't even been sat in not to mention did anyone sit on the arm of the chair! So the "solution": the guy screwed a couple of screws underneath and told me that a few of the screws had just come loose. A few weeks later, the arm broke again. I called the service center and they refused to send anyone out because apparently we had missed the set number of days for repairs? Apparently I missed that memo. Now, a year later, the arm is still broken on the chair and the cushions in both the chair and couch have a misshaped form from sitting on them and we are nowhere near hard on our furniture.
I would NEVER buy Ashley furniture again, nor would I recommend it to anyone!
Glad I found this site... 3 weeks ago we bought a loft bed for our daughter from an ashley furniture store 2 hours away from our hometown. A week and a half later we went and picked it up from the warehouse.
When we got it home and put it together, the thing was wobblier than a cheap wal-mart TV stand! This was not the way the display model appeared on the showroom floor.
They eventually got a tech out to our house to look at it who said something vague about some bolt being too tight at the factory and they would have to order a part from overseas to fix it that would take two weeks to get here.
I have been on the phone with several people from customer service in the last couple of days who are still trying to figure out what part they need to order.
In the meantime, our $600 bed is unusable right out of the box and our daughter has nowhere to sleep!
(Oh, and they mispelled both my first and last name so it takes them 10 minutes just to find me in the system.)
What a rotten company!
I hate Ashley's. We bought a sectional in Feb 09 for 1500 bucks. Next week will be the 4th time they have had to come out because of a seam tear, etc. its absolute junk. I will never buy from them again. I had better quality furniture from Valu City Furniture.
Ashley furniture sucks! The sales people lie... I was told i would get 12 months no payments no interest. After purchasing 4000 dollars worth of furniture i was told that the offer wasn't good anymore... They told me to call citibank... Citibank said to call ashley because they don't set up the promos.. Ashley does... Called ashley... They were rude... We were told our furniture would be there because it was not on backorder... We didn't receive our furniture until 3 months later... The furniture is not very good quality and ashley will not take it back.. They suck! I hate them and i hate what they stand for... They sure put on a good front... But as soon as you sign the dotted line, they turn into liars and monsters... Do not do business with ashley furniture... They suck!
We bought leather motorized reclining furniture from Ashleys, along with some living room furniture. We had to send back the end tables, coffee table and hutch twice. Finally the warehouse manager himself delivered the furniture in decent shape, although I am certain the hutch is the same as the first delivered, but repaired. Since the scratch is in the back, I let it go, but pointed it out to him.
The worst part of this is that our leather furniture looked like it had been in a tornado! the motors did not work and the frame was so twisted. They promised to replace but on following deliveries of the other furniture, no one knew anything about it. The store said they would send technicians, call us back etc- that never happened.
On the final delivery, we insisted that the warehouse manager take the sofas with him at that time, even thought he kept insisting he could fix it! The tech that was with him, mentioned when no one was in the room that their warehouse was full of these motors which are junk. He quit talking when the manager returned.
Now we are trying to get our full refund and it will take an actual miracle, I'm sure.
We have spent hours and hours discussing this in person, etc.
They did offer in store cresit, but have nothing comparable to what we had, or thought we had. I also spent $5,000 on the other furniture and so what else would there be for me to buy! $3,000 worth of what-nots? Oh they did console me with the $100.00 gift card, sorry not even the flower arrangements go for that much.
I am advising everyone I know to not buy there. I will write BBB and anyone else I can.
How in the world are business working like this? Surely something can be done so they will quit ripping off people!