Ashley Furniture

Dora of Panama City Panama (08/12/08)
We live only part-time in Panama, so the Ashley Furniture sofa and love-seat were supposed to last us a long time. After 6 months of use the sofa collapsed. We called the dealer, who sent somebody to check it. The main board at the front of the frame was not even plywood, but particle board, and obviously it had been broken during fabrication, and patched up with staples, which eventually tore up the whole board. That is the most important part of a sofa, and it carries the weight of the 3 people that are supposed to sit on it. The dealer replaced it with hardwood, and hopefully it will last. No charge to us.

The same piece in the loveseat is made of plywood.

The owner of the store tried to get Ashley to pay for the repair. They refused. Last I know, they were sent the broken piece of particle board to see if they refund the store. We were lucky that the owner of the dealership was a gentleman and stood by what he sold us.

Cathy of Alabaster AL (07/07/08)
I bought a sofa, loveseat, chair and ottoman. They delivered it on time. About three weeks after the coloring of the fabric started fading. It was like worn out faded material where anyone sat on it. They sent a man out to make pictures of it. They wanted me to get another set just like it but I refused. They did not tell me when I made the purchase that I could not return it.

After the fit I had they said I could pick out something else at the store. Everything in the store was poorley made. I did not want a thing from that store. They said they had a policy of no returns. They did not tell me that at the time I bought it . The store had just opened and there was not any notice stating that. They were very rude and my husband went and had to pick out a replacement set that I hate. Now I am stuck with a cheaply made leather set that is all ready looking bad and I did not pay a cheap price.

Kumar of Fremont CA (07/06/08)
We purchased a microfiber sofa and love seat recliner from the Ashley furniture store in Fremont in August 2007. But within a few weeks we started noticing micro fiber elements sticking out from all parts of the furniture - this was not fiber leaking from the seams but rather fiber leaking from within the fabric all over. I opened a case with their customer service in Southern California back in Feb 2008. An Ashley Furniture technician came home in April to look at the leaks and stated that he had never seen anything of this nature in his entire tenure and was going to recommend the quickest possible resolution.

After waiting for a couple of weeks and still not hearing back from their customer service, I called them and to my surprise was told that the technician had stated in his report that the leak was normal and we may have used a high power vacuum and caused the same. After many more conversations, their customer service agent Jamie called me up in early May to state that Ashley would take back the furniture and would give us store credit to buy an alternate set. I waited for a couple of more weeks to get the credit - but nothing happened. On May 17th, I again called up Jamie who indicated that her supervisor Ron or manager Tran were supposed to have gotten back to me by now - and apologized profusely for the delay. Two more weeks go by and nothing happens.

I called back on the 7th of June and to my surprise was told by Kim (another customer service rep) that Jamie had quit the company and had thrown all her case paper work in the trash. After being asked to speak to the manager, I was transferred to Tran who wanted me to send him pictures of the leaking fiber (to start the process all over again) for him to make a decision on by Tuesday (6/10). I posted a youtube video and sent him a link. Till date - as expected - no response. I am quite sure they have no intention of fulfilling their warranty.

We paid $1625 + delivery charges for furniture that looks like a camel going thru puberty. Your help would be greatly appreciated. Update 07/06/2008: Ashley had the damaged furniture picked up a few days back and stated that they would give me store credit for the same. I went to their store in Fremont yesterday to buy a replacement furniture. After selecting the replacement (and agreeing to the difference in cost of the new furniture), I was told by the store manager, Ray, that I had to pay $119 for the delivery - which I think is absolutely absurd taking into account the fact that I had paid the same the first time around.

Not only have I gone thru months of torture, now I am being asked to pay addl for services that were committed to earlier. Resolution: At this point I am frustrated to a point where the only recluse is a full refund of the entire amount.

Gilda of Bronx NY (06/18/08)
on 11/29/03 i place some furniture on lay-a-way. the total merchandise cost $3750. i made a deposite of $100. the associate who helped me told me that there was no time limit for the lay-a-way. my mother was present with me at the time of this transaction. on 01/03/04 i made an additional deposit of $200 towards that same lay-a-way. in the month of august. i went back to the store to inform them that i could not find the receipt, and was no longer interested in the merchandise, and would like my money back or some form of credit. i offered my id as proof that i was the consumer, but the associate still insisted that i needed to bring in the receipt inorder to get any credit back. i asked to speak to the manager, and never succeed because they told me that was the manager's policy.

i made several attempt to get my money or some form of credit back, and got no where. finally i found my receipt in april 2008. my husband went back to the store which is still there to enquire about the credit. the associate told him that they had changed management and he should go to the ashly furniture located on fordham road. i went to the location on fordham road with the receipt and explain the situation to the the associate. he immediatly called his manager over a cell phone to explain the situation. when he got off the phone he told me that the manager said he was not responsible for this and does not wants to be bothered with this. i asked to speak with the manager and he said that he is not allowed to give out his number. i ask for his name, he told me it was Sam, but did not know his last name. this associate told me that he has only been working with the company for 2 years but does not know what his manager last name was. and sam,never meets with anyone.

this just seeems to be untrue. he also stated to me that sam said that there was another company using their name to sell furniture. he claims that their company just establish about 2 years ago,and my receipt was dated from 2003. now how can this be. i then asked the associate to see one of their receipt books and the receipts were identical only the address was different. i ask the associated that he can make a copy of the receipt to show it to his manager, but he refused. he claims there is nothing they cam do about this, and i lost my credit of $300. ashly furniture has 3 locations on fordham road in the bronx.

$300 is a lot for me to loss. if i cannot get my money back i deserve a store credit.

James of Palm Springs CA (06/13/08)
Purchaed two chairs and an ottoman from the store. My Complaint.

The Chairs are omitting a toxic odor. This chemical odor is so bad that I get a major headache, dizzy, sick to my stomach and burning, watery eyes as soon as I enter the room.

These chairs were located in my master bedroom..They are now outside on the patio to air out...The smell is still present, even outside.. I beleive that the chemicals in the fabric,and or foam padding is very dangerous.

I called Ashley Furniture to report this problem, and they told me that this was the first time they have ever had a complaint like this. They offered to send out a technician to Take a look But I thought that would be a mute point..They Will not take them back, Per my contract.. I am going to have to give them away or throw them away... Purchase date 5/22/08

Called Ashley with my concerns on 5/28/08 I am concerned for my health, the health of my family and consumers in general.. Is this kind of toxic furniture being sold to all consumers..What kind of health problems is this causing in people?

Loraine of Williamstown NJ (05/29/08)
Bought a compleat leather sofa, love seat,& recliner.paid 2,596.47 counting the 5 year warenty agaianst anything.Recliner wasen't even a year old 10-1-2006 When I noticed it was leaning to one side.A service man was out three times to fix it . Called the store again.  They said several times they would call back . Never did Stoped playing around and wrote to BBB of NJ. Better Business Bura It took them a few days for them to get me a new chair.

Now not even 3 years old and my sofa is PEALING !! I'm not playing around this time .Writting to BBB and small clames on both Ashely Furniture & Ultra Shield .Also my warrenty I paid $300 It's worlthess ! I went on complants about Ashley Furnitur & Ultra Shield boy was I shocked .They never call back or do repairs or replace.

Kelly of Fort Worth TX (05/25/08)
We put together every last dime we had and decided to buy new furniture this past January. We went with a higher end name brand thinking it would be better quality. So far furniture we picked out has been a nightmare. It is a bad design and needs to be changed. We purchased a chair, over sized ottoman and sleeper couch. We had many complaints and they had 4 technicians come out and verify the problems we were having. They replaced all of the cushions and this last time they exchanged the whole set for the exact same set. I told them my feelings about it being a design problem and requested for an in store credit to purchase different furniture from them. They told me no, they will only exchange for the same set.

Well, now we have the new set and the exact same problems are wrong with it as before. Except this time the couch is 10 times worse than the first one. The ottoman sinks in the middle and the pad squishes out on the sides. The chair cushion sinks forward so when you sit in it you slid to the floor and the seam is stitched wrong along the left front side arm going to the floor. The couch cushions sink in between the foot board whenever you sit in and the back cushions which should sit on the bottom cushions barely reach. So when you look at the coach you can actually see the fabric that is lining the back of the couch. Keep in mind this is only 24hrs old.

I set up a time for the technician to come out once again and stayed at home during a holiday weekend only to be called 10 minutes before his arrival to let me know he had canceled. The next available time would be sometime during the week. They would call with a 4 hour window. I requested to speak with a supervisor to see if there was any way I could get that narrowed down to a 2 hour window seeing as how I work and this would be the 5th time I had to take off work for THEM and the 2nd cancelation. She refused to work with me and told me there absolutely nothing I could do about it. She also said they would NOT do another exchange or return on this furniture. I asked for her boss's name which she game me but when I asked for her name she would only give me her first name. She said she was the only Sandra there and she did NOT give out her last name.

I cannot afford to continue taking off work over something as stupid as furniture but in the same token I spent $2000 on something I m going to have to sit out to the curb. I do not have $2000 to be doing that with. I m at a loss as to what I can do next. We have a call in with her boss but it has not yet been returned and I have not yet set up another appointment with the technician because I cannot fit the 4 hour window into my schedule. The way I look at it they should be willing to try and accommodate my schedule. I even asked for a call ahead or a cancellation call. I.E. if somebody in my area had an afternoon appointment and cancelled I asked if they would call me and put me in their place. They refused to do that either. I am very frustrated and need some direction. I have already paid around $600.

We cannot use our furniture comfortably not to mention the time I had to take off of work to accommodate someone who should be bending over backwards to accommodate me.

Nora of Bellmawr NJ (04/04/08)
I purchased two bedroom sets from Ashley Furniture Homestore located at 5851 Route 42 South, Turnersville, NJ 08012 on July 2, 2007. The merchandise was delivered a little after a week. Upon delivery one of the bedroom sets had all the screws were missing, etc. so they couldn't put it together. They offered to ship the missing parts immediately. I called twice before the pieces were received and when the shipment came in they, were the wrong parts and that was a couple of weeks after (In fact I saved them).

I called and notified that they had sent the wrong parts and they offer to resend them again. On one of the telephone conversations the manager offered to refund my delivery charge of $139.00 dollars for all the mistakes they made and he did. I then waited and waited, but the screws were never received. I had to call my contractor and he purchased the screws and put it together for me, because it was already August and the screws never came. I had to pay out of my pocket for him to put it together for me, because this bed has four huge pillars and without these screws we couldn't put the bed together, they were special screws.

Brad of Missoula MT (02/28/08)
purchased a new couch that was delivered with a hole in it. it took them a year to finally take care of the problem. they ordered a new couch wich was a diffrent color. wich we didnt get to choose the color. then they wont replace the autamin and refuse to do it. so i want them to either replace the autamin or take back the couch because i dont even like the color of the couch the gave us and they wont even bother calling me back.

Agnes of Concord NC (12/28/07)
I purchased a dining room set from Ashley's on Sept 9, 2007; it was delivered on October 13, 2007. Upon examining the furniture I found that it was not up to the standards I expected. there were scratches, dents, missed and sloppy paint and glue on the surface of all pieces. I called the store immediatedly and reported these problems. After several weeks someone was sent out to look at the furniture and he agreed with the problems I pointed out, but when he returned to the store he claimed that he only saw a problem with the table.

They did replace the table, but the one they sent had flaws also. Someone was scheduled to come out on Dec 23 to inspect the new table. On the morning of Dec 23 Ashley called and said that the tech had called in sick and they re-scheduled for Dec 28. On the morning of December 23 Ashley again called and said that the tech called in sick but they could reschedule. I told them that I did not want a reschedule because I had found even more problems with the furniture, and I wanted them to pick up the furniture and refund my money.

The customer care rep said that she would have a manager call me to discuss the problem. That was hours ago and I haven't heard anything yet. The set is of very inferior workmanship and I am totaly disgusted with the service I have received so far. I have gotten better quality furniture at a warehouse outlet.

Byron of Greenacres FL (12/08/07)
we purchased one couch and two chairs,in Nov 2005 also the extended warranties. Within 60 days the platform legs had split and one chair (micro-fiber) had completed lost it's body and sagged horrible, we used the chairs less than 90 days as we had a vacation house in NC. We wrote 3 letters about these deficiencies.

A tech inspected when we returned to Fla in Oct. His boss called and denied the claim. He said we had used the chairs for a yr. and denied our claim. They sent us replacemt legs and half of them were split.  The customer service warranty division in Ft lauderdale is a big JOKE.

we still have the chairs, paid over $400 for each chair. Real sad that consumers lose everytime on the so-called warranties.

John of Pitman NJ (11/24/07)
I bought furniture at Ashley Furniture on Columbus day weekend. They had an offer of one year interest free financing. When we bought the furniture they figured our payments to be approximately $96.00 per month. At that payment schedule the debt should be paid off within the promotional period interest free. When our first bill came in I realized the loan is through Wells Fargo Bank. And it is a line of credit not a loan. Monthly periodic finance charges are accruing.

Here is where people would make a major mistake; The minimum payment due on the bill is only $57.00. If I was ignorant enough to pay just the minimum payment, instead of the $96.00 payment discussed in the store, at the end of the promotional period the bill would only be about half paid. At that point the interest would kick in and all the accrued interest from the time I purchased the furniture would be tacked on. Then I would be charged finance charges on that entire balance until I paid the line of credit off.

Subsequently I would probably pay triple the original amount or more. I have been victim to this type of misleading loan offers before and I really want to get the word out about this.

Sharon of Vineland NJ (08/24/07)
On 07/23/07 Purchased a new(not used) Bedroom set paid by cash in full.Delivery came on 08/10/07 All pieces of the set was damaged (BELLA ASH name of the furniture).The store was suppose to order a new set ALL pieces.On 08/17/07 Delivery came only THREE pieces on the truck ALL DAMAGED.08/18/07 Either order a set again of the same furniture that was namaged twice or a refund.

Jules of Huntley IL (08/11/07)
We purchased a sofa love seat room grouping about 1 year ago and the sofa creaked when you sat in or move around in it. The units were replaced with another sofa love seat and those units also creaked along the back support. After several service calls which consisted of shooting screws into the back of the unit in a final visit in July 07 a tech stated What do you expect, its made from plywood and staples There is nothing we can do.

Ashley corp. hides behind the claim that each store is individually owned so they can help. The local management of the store refuses to stand behind this obviously defective furniture. This is in spite of the fact that Ashley HQ said it would credit the store for defective product.

Amy of Pendleton SC (07/18/07)
On April 29,2007 my husband and I went to Ashley Furniture to purchase a bedroom suit. It is now July 18,2007 and we still do not have a completed bedroom suit. It has been like working a puzzel. They have delivered 6 times and each time there has been scratches on the furniture or deep ingroves. We have all pieces of the bedroom suit except for the footboard and one headboard post. The last attempted delivery was on 6/26/07 and the pieces were again scratched and dented. So they were refussed.

No one has called since then to let me know of any other expected delivery date. So I called to get information. No replacements have been ordered. They plan to cancel the order. And charge me a 20% restocking fee and a pick up fee. This is not right. All I was trying to do was get a bedroom suit. No buy a used one. And each time the merchandise that I have got was damaged. Was I suppose to take the damaged merchandise and chake it up to this is how it is suppose to look. You go by what you see in the store and expect to get the same quality merchandise. Not a knock off.

Henry of Grand Prairie TX (06/26/07)
About a month ago we purchased a TV Stand from Ashley Furniture Homestore in Arlington TX. A week later we see a whole, like someone used a drill to make a whole in the the side of the stand and we also see wood powder right beneath the whole. This whole is getting bigger every day right before our eyes. We immediatelly called the store and explain the situation. We tell the store manager we want that stand out of our house right away, because we think it has termites. The store manager tells us not to take the TV stand to their warehouse because it will infest the whole place.

We patch the whole on the TV Stand with tape but a few days later, we see the bug's head coming right through the tape! Two weeks later! They send another stand and when the delivery guy brings it inside our house, the stand is already broken. We called Ashley Store, and told them we want them to pay for someone to inspect our house for termites. In the mean time, we are still waiting for them to send another TV Stand.

Denise of Honea Path SC (06/18/07)
I purchased almost $7000 worth of furniture on April 14, 2007. The tentative delivery date was May 2, 2007 so I moved out my old furniture the prior weekend to prepare for the delivery. I didn't hear from anyone so I called and was told that there was a Data Entry error and the delivery would not be until June 2. After explaining that I could not go a full month with no living room furniture at all, my husband finally received a call from the manager and he arranged to have the living room suite delivered on May 9 and they went ahead and brought everything but the dresser and the footboard for the bedroom suite which was agreeable because that would stop any damages that might occur while it was stored in the warehouse.

Finally, June 2 came and I received the rest of the furniture, but there was a flaw in the headboard - there were no pegs in the leg of the headboard for the siderails to hook to so the bed can't be assembled. I called and they have to ship a new leg for the headboard via UPS and after I called a few days later she checks on the order and says it will be the end of June because the part is not in stock.

Then I receive a call that the part will not be shipped until mid-July and after complaining that I had been already been waiting for the bed for a couple of months and now we were looking at another month she agreed to discount the headboard 10% ($37.00 discount off of a $7000 purchase). She asked me what I would like to do and I asked her what other option I had. She then checked with the manager and is now offering a 20% discount of approximately $75.00. I had left a message earlier for the manager and have yet to hear back from him so I am now waiting to receive the rest of the furniture that I picked out in mid-April and am hoping I will receive it mid-July...upon receipt I have to call a technician for assembly. I never dreamed I would be without a bed to sleep on for 3 months.

Margie of Daytona Beach FL (06/09/07)
Bought several pieces of furniture from Ashley Furniture and when our leather sectional was delivered, one of the recliners were broken and the full size sleeper was never right with the pillows always sliding out! we called the store talked to two managers and was told that we needed to have the service person come out first to evaluate the problem before they could do anything else.

The service person drilled and drilled and ordered parts and stated that something was definite wrong with the way the sofa sat. Mind you that my sister has the same sofa, but a different color along with a house full of one of their collections. A lot of money spent in their store within our immediate family. We actually thought Ashley Furniture was a great place to buy furniture. I was so WRONG! The report was given to the store manager by the service person and myself.

Juel of Bronx NY (05/31/07)
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.

I received a phone call on May 9th at 4pm confirming the delivery for the following day and then I received a voicemail at 6pm stateing that the scheduled delivery was cancelled. 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 occured 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 elswhere if I was unsatisfied.

Anthony of New Bern NC (03/12/07)
In April of 2006 my wife and I purchased a new bedroom set from this business. It was delivered to the house by their own delivery men and set up in our house by them as well. My wife and I did not move the furniture after that. In February of 2007, my duty station changed requiring me to move from Kingsville, TX to Cherry Point, NC. The movers came on February 8, 2007. When they went to move our chest of drawers by lifting it straight up (i.e. not dragging it at all), one of the legs fell off.

Upon closer inspection of the broken leg myself and the movers noticed that it very obviously had been broken before. From the looks of it, someone broke the leg off and tried to screw it back on from the bottom. By doing this though, they split a piece off the bottom. Realizing that wouldn't work, they re-stained the broken piece to hide the chunk they broke off and then glued the leg back on (there is stain on the inside of the break).

Tamara of Henderson NV (01/15/07)
We purchased a bedroom set and a console on 9-15-06 in the amount of $4246.00. The furniture was delivered damaged. When we refused to accept damaged furniture, the delivery driver called customer service. Customer service immediately called me and told me to accept the furniture and they would resolve the problem to my satisfaction. If we refused we would be charged another delivery charge. We reluctantly accepted the furniture.

To this day, 1-15-07 we have damaged furniture still. Ashley furniture has made several unsucessful attempts to repair or replace the furniture with no success. They have ordered parts that were delivered damaged. Yesterday the technician was out again. He has ordered us again, 1 dresser, 1 footboard, 2drawers for the chest, 2 drawers for the nightstand, handles, 1 console. The furniture is obviously broken and their policy is to reapair or ordere parts. We paid for top quality NEW furniture, not repaired or damaged. After 4 months, we have given Ashley furniture ample time to resolve this problem.

Kelli of Petal MS (11/20/06)
My husband and I purchased a dining table with 8 chairs and a china cabinet from our beautiful, new Ashley Furniture store. The salesman was extremely helpful and professional. We were told that our furniture would arrive within 10 days. Our furniture arrived promptly within 10 days, with which we were pleasantly surprised. However, the china cabinet was busted in two different places. The delivery man assured us that we would very quickly receive a replacement for the damaged china cabinet.

was told that they wanted to send someone out to repair the furniture. My husband refused and declared that we would be sent a new china cabinet. They agreed. Two weeks later, we were very excited to have a delivery time set up to receive our new china cabinet. The cabinet was brought with a cracked leg. My husband then refused to accept the furniture, and he called Ashley and told them that they could deliver a new china cabinet that same day, or they could come and pick up all of it.

Several hours later, in the dark of night, they returned with the 3rd china cabinet, as well as assurances from the man at Ashley that he personally inspected the furniture and that it was in good condition. In the dark, the furniture appeared to be in good condition, so they brought it into the house and left. When I came home later, I immediately saw a crack in the same place that the first cabinet had been busted. The reason my husband had not noticed the large crack running down the front is because they had rubbed some dark black grease of some sort into the crack to hide the fact that it was also damaged.

Erika of Raleigh NC (11/08/06)
We purchased a living room set (sofa, chair/ottoman, coffee table, 2 end tables, a dinette with four chairs), when we placed the order in the middle of October we were told that it would arrive tenatively October 26th. Knowing that that probably wasn't what would happen, we felt the second date of November 5th was more realistic.

Well when November 5th came and went with no call from the store, I called them. They directed me to their warehouse location and they told me that my furniture would not be arriving until December 16th. I became agitated at that, and asked why we were not told of the delay. The gentleman explained that they had nothing to do with it.

I then called the store I bought the furniture at and they said they could get me my dinette and the chair by November 10th. I just called them back yesterday, November 8th, and they told me only my dinnette and chairs were coming and that the rest would probably not be here until right around Christmas. I asked the gentleman at the warehouse if this was how things usually worked, and he very honestly admitted to yes. I will not be buying furniture from there again.

Theodora of O'fallon MO (10/25/06)
On September 2nd, 2006 my husband and I went to Ashley Furniture to buy a living room set, master bedroom set, kids armoire and tall chest, well needless to say as of today Oct 25, 2006 all we kept are the kids furniture ( the cheapest furniture of the bunch). The day we bought the master bedroom plus the kids furniture we were told by the sales lady that we should have our stuff within 10 days. Two days later we bought a 5 piece sectional from them and was told that that would be delivered with the other items. This was all to be financed minus the 10% deposit.

Three weeks after our purchase we had not heard anything regarding the delivery of our furniture but our sales lady did take the time to send a mail for solicitation to a joint job venture that her and her husband were involved in, selling something. My husband and I couldn't believe it but we just let it drop to the side. Getting tired of waiting and really needing a bed to sleep in we called the store to find out what the hold up was, it turns out that some of our furniture was in, everything but the master dresser and night stand. Hey, that is great, we could live with out those 2 items, so we asked to get what was in delivered our sales lady said no because then we would have to pay for an additional delivery but Karen at the distribution center said that was fine.

The day after our talk with Karen our sales lady called us, not about the furniture but about the mail she sent us. So much for the do not call registry! The day of the delivery was a mess; our head board was broke and was put together horribly. The sectional, well only 2 out of the 5 pieces were worth keeping. One piece didn't recline, another wasn't tuft where it was supposed to be tuft, the wedge sat 2 to 3 inches lower than the pieces adjacent to it. Definitely not acceptable.

Jeanette of Rio Linda CA (09/17/06)
We recently purchased 11,000 worth of furniture from the Ashley Furniture store located in Roseville CA. When they delivered our dining room table my husband asked the delivery persons to take a leaf out of the table. The table chipped. They sent a tech out who said it could not be repaired. They brought us a brand new table. My husband and I took the leaf out of this table and it chipped. I felt the table was defective and called to see if I could get my money back on it.

No one would return my calls. I looked up the owner and left messages on his phone. He had a girl call me to tell me no money back but would fix the table. I told her that would not solve the problem. I called again and he had his brother talk to me. No money back because they are saying it is operator error. I finally called them back to tell them I have no alternative to let them fix the table.

Sandy called me, I told her my concerns that I was afraid the table would look bad after it is fixed and she said you can either have us fix the table or leave it the way it is. I told her my concern is that it will chip again. She said if we have more than one person opening the table then it should not chip. I told her it is impossible for one person to open that table. She said she was not there to argue with me and if I want my table fixed they can make an appointment.

Lynnette of Jacksonville FL (06/09/06)
purchase a living room suit and the mattress had stains and holes in the sleeper sofa,trying several times to rec. a new mattress,finally recived a mattress,the mattress that was delivered has no support and the manager has not return my calls,I order this set in in 02/06 and was delivered in 03/06 and still been having problems.

Robert of Chandler AZ (03/30/06)
1/29/2006 I purchased 3 Bar Stools from Ashley Furniture 02-05-06 I picked up the Bar Stools from the Ashley Warehouse in Phoenix 02-08-06 I returned 1 chair to the Warehouse in Phoenix because it was defective. A piece of wood on the chair was cracked. The Supervisor Robert informed me that he would order the part right away and have it shipped to my house in which he had me return home with the defective chair.

02-22-06 I called the Phoenix Warehouse to check the status of the replacement part only to find that it was never ordered. I spoke to Johnathan and he ordered the part that day. On the same day I sent an e-mail to Ashleys Customer Complaint department and to this day I have yet to get a response. BOTTOM LINE. I have been waiting for 7 weeks and 1 day to receive a replacement part for my brand new Chair only to find that it is still several weeks out. I find this unacceptable

Marna of Dallas GA (03/03/06)
I purchased a bedroom set and wall unit from Ashley Furniture with a delivery date of Sunday, February 20th. I was asked to accept Sunday delivery since Saturdays were so busy.  I was called and told the window was between 11a-3p. The drivers arrived around 3pm and proceeded to assemble the furniture. They were great and did what they could, but the legs to the bed were missing and they would not assemble the bed, headboard or footboard.

I received a call from the delivery service asking if everything was OK and I told them delivery and assembly was fine except for the missing legs. They said they would have someone out on Monday to repair it.  After a long period of time, and several phone calls, he informed me that it was the warehouse's/delivery problem. At this point, I want the furniture finished as promised, since it is already paid for; my delivery fee refunded and a discount on the furniture that would be equal to the value of MY time, which has now escalated.

Miguel of No Las Vegas NV (12/31/05)
my wife and i ordered a5 pc wall unit and a chest on 11-25-05,when we paid for these furniture they ask us to sign anote stating that they are not liable for any delays caused by they supplier, that was an special order to specifications and this order may not be cancelled without penalty cancellations will charged 30 %of the total invoice.customer agrees to accept delivery upon notification and refusal to accept delivery contitutes acancellation.

however it does not mentions about furniture damage and this furniture was damaged and driver did not give us the oppurtunity to look just told us to look at it if was damaged we had 3 days to reported and that they will send somene to look at it or replace it, we went to reported same day 2 hours after deliver wich was about 10:00 am 12-23-2005, when we made the report they told us that someone will call us within 24 to 48 hrs well no one call we even waited one week till next friday,12-30-05 i went to the furniture place were we purchased the merchandise then ask for the manager and explain to him that i was not happy with the furniture and the service, that we placed a complaint on friday and they told that the will call us within 24 to 48 hrs and no one had called yet and that i did not want to continue doing bussnness with them and we wanted our money back due to their lack of service and quality he then claimed that he can only do two things either charge us 30 % or send a technitian.

Crystal of Grovetown GA (12/30/05)
Upon purchasing furniture within Ashley through TRS myself and another employee who is no longer working there totaled my purchase $2100.00, I and him agreed that I would pay my furniture off within 6 mos, ( and I have). Now greg is implying that I still owe over $1800.00 more additional dollars when my furniture is paid up, I've consulted the BBB and they seem to be of small help ,I've also sent out certified mail to BBB and TRS and FTC,

Greg has been very nasty and rude and has been threatening and harasses me constanly on the phone, continues to threaten me about taking my purchased furniture away by picking it up. They have not acknowleged my letter and I cease to communicate with their company.

Sam of Ellenville NY (10/30/05)
On September 2nd 2005 my wife and I made a purchase at the Middletown location.we had few problems with deliveries and assembly that was cured after a month. BUT, as of today, we are still missing parts for the bunk bed. we Just cannot use it. IT IS ALREDY 2 MONTHS!

Carol of Goodyear AZ (10/04/05)
I purchased two sets of bedroom furniture from Ashley Furniture Home Stores,for my children on August 8th, 2005. I was told the approximate time to receive the furniture would be between 4 and 6 weeks. It took 7 weeks for us to get the furniture.  When the items were delivered, I was informed that one dresser did not make it because it did not pass inspection. This was a minor disappointment.

Once the beds, dressers, desks, shelves and nightstands were assembled and arranged in the rooms, I looked them over and I was very disappointed to find many damaged areas. There are scratches in areas of the blue paint, white scuff marks on blue knobs, there are pieces of finish chipped off right in the front on the most visible parts and in many other areas, and there are scratches, screws missing, screws falling out, rough edges, drawers that do not close flush, cracks and more. One set of shelves is missing the metal pieces that actually hold up the shelves.

This furniture looks used, but I saw some pieces being taken out of what appeared to be their original containers. I am very dissatisfied with the quality and workmanship of this furniture. I was informed that a tech would come out to look at the damage and that he would be able to fix everything and if it was not fixed to my satisfaction, then the items would be replaced. I know it is not made of real wood and this leads me to wonder how a tech would fix the damage on these pressed board pieces of furniture. There are some scratches on one of the beds, that were obviously filled with wood putty and they look terrible.

Mike of Casa Grande AZ (04/12/05)
We ordered over $5,000.00 worth of furniture on 2/20/05. We were told at the time that it would take three to five weeks for delivery. We informed the sales person that we had just purchased a new home and that we hoped that it was three weeks as oppsed to the five because we needed the furniture now. We contacted the store three weeks later and found that they were running behind at the factory and that it would be 5 to 7 weeks on the delivery. We were also informed that they were running behind due to high volume of sales and this was known at the time we ordered but our sales person never disclosed this information.

We wanted to cancel the order at this point but were advised that we would be liable for a 30% restocking fee. After asking what they were going to restock if our order has not been made yet, we were told it was a Cancelation fee / Restocking fee. We contacted the store again 3/23/05 and were informed that the furniture was scheduled to ship 4/8/05.

we again contacted the store on 4/8/05 and takled with the manager. We were informed that the ship date has now been moved to 4/11/05. On 4/11/05 we contacted the store and were informed that the furniture had shipped and would be in the in Phoenix 4/12/05. Today we contacted the store and were told that the furniture is there but they only deliver to Casa Grande on Wednesday and that tomorrows delivery was booked and we would have to wait until next Wednesday.

Javier of Irvine CA (02/23/05)
We purchased Bedroom furniture on 1/18/2005 - we were told by Francis the sales person and re-confirmed by Jon that we would have our furniture delivered within 2-3 weeks - My wife called on the 7th of Feb and she was told that the furniture would be delivered by feb 9th when she called back on the 10th of feb she was now told delivery would be the 14th on the 15th we still had not received any call or furniture for 3 days complaining with the store manager we finally got Jon to refund us our money in the amt of 3154.76.

The funds were going to be credited back to our bank acct on the same day feb 18th my wife realized that she had lost her atm/bankcard which is the card that we purchased with- So on Monday the 21st we called and spoke to Jon and he stated that he does not show funds be returned by our bank Citibank - we called Citibank and Mastercard and both entities do not show a transaction going in or being declined @ any point into our bank - we then proceeded to call back Jon and he was not in so the acting Store Manager on Tuesday the 22nd of Feb was Matt and Matt stated just to dispute this with the credit company and there is no reason that we should have to wait 30 days to get our money back.

He said that he would call his accounting office and would take it up with them and get back to me. It is now feb 23rd 1:30 pm and I do not have so much as a phone call to let me know what is happening.

Joe of Temple TX (02/08/05)
I purchased an Ashley Millineium Line Dining Table with 6 Chairs for my formal dining room about 1 1/2 to 2 years ago from Moody Furniture Store. I have used this set maybe 8 times at the most. It is a formal table and we usually do not formally entertain. We recently have had our floor replaced in our entire home and had to move the table into another room while the floor men replaced the flooring.

When we moved it back into the dining room we noticed that the top layer of wood all around the edge of the table had cracked terribly. I was so upset that just by moving it from the dining to the living room only feet away stressed the table so much it cracked all the way around. The table is a very heavy table due that it has marble insets. The base is also extremely heavy. But this should not have happened to this piece of furniture.

Pearlene of Bedford TX (12/03/04)
I spent over 4 hours in their store on 1 Saturday because I needed to buy furniture for 5 different rooms. I spent over 3,000 dollars. At 9 pm. that night while writing up my order, I was told the delivery is 3-4 weeks, no problem, then came the delivery fees, ok, no problem. It is now 3 weeks later and I have no furniture. No problem it is supposed to be delivered next week, however, in the meantime I've realized that 1 set of furniture, the coffee table, end table & sofa tables, over 1500.00 worth of my investment is the wrong shade of wood and will not match my other furniture, so I called to see how to return it when it is delivered or stop it and buy something else that will match.

I was told it will cost me $450.00 to re-stock the furniture. Even if I wanted to return the furniture they charge 30% to return, or exchange furniture. That's $450.00 to pay them to take back something I don't even have yet, or even if I did have it, how can any decent company think that $450.00 to exchange a piece of furniture is reasonable. They claim that even though it is in the policy I signed, they tell everyone before we sign on that line. I know I wasn't told. If they had said, we charge 30% if you change your mind or need an exchange, I would have walked out even after spending 4 hours of my time trying to decorate my home with nice furniture.

Carmen of Bronx NY (10/08/04)
On September 20th i went to Ashlee Furniture store which is a couple of blocks from my house to purchase a twin size mattress. The salesperson that they have there show me several models and i chose one them and paid $180.00 for it with tax included. The following day the mattress was deliver to my apartment but i noticed that the mattress that the store send me was the same one that i've seen the day before in the store.

Eventhough it was badly wrapped with a plastic bag you could still see it was dirty and that it wasn't a new mattress at all. I send it back to the store and that same day went to speak with the manager, he told me that they didn't have the mattress that i paid for in stock (which they never told me) but that i could pick something else for the value of the mattress. He also told me that i could pick another of the mattresses that they have there which didn't have the same value of the one i purchased but that my money wasn't going to be refunded because of the contract that i sign.

I didn't have any other choice but to call the police because he wasn't very cooperative with me. When the police arrived he promised that he was going to deliver my mattress on October 6th, 2004 because he had to order it to the factory in New Jersey. On October 7th i called the store to see what happened to my delivery and i spoke with the manager and he told me that the mattress was in the delivery truck and that i should be getting it by the end of the day. I waited and nothing happened. I called again October 8th and spoke with the manager he told me that i was reading the receipt wrong and that on his receipt he had the delivery for the 16th of October.

Mary of Oviedo FL (10/01/04)
Purchased a sectionl couch delivered 6/26/04. 2 days later a spring was coming out of the back and 1 of the recliner section leaned to the right. I called for service (I had purchased the additional insurance) and someone came to fix it. The serviceman was rude and said there was nothing wrong with the recliner. He fixed the spring and left. later the same day when you sit on the section he fixed it sounds like it is coming apart and you can feel the spring inside. The recliner got much worse.

We called to complain and requested someone different be sent. The service manager came and looked at it and said the section may need to be replaced and that he would write his report and someone would get back to me quickly. He ordered all new insides for the recliner and said someone would come to replace it. I never heard from Ashleys like the man said I would so I left 2 messages for the manager at Ashley's and she never returned my calls. I spoke to another person at Ashley's who promised to call me on 9/30 but never did. 10/1 I called her and he said she was so busy.

They still can not tell me if the one section will be replaced and now say they want to send another service tech out to evaluate everything. I reported on 9/27 that yet another section is falling apart and need more service. This couch is falling apart and made so cheaply. It is not the quality we saw in the store when we picked it. My problem is this is so badly made it will not last 6 months. The people at the Ashley's do not follow up like they say they will and do not return phone calls and I can not get an answer as to what will be done.

I paid $1400. and it is falling apart.

Leah of Phoenix AZ (05/10/04)
On Feb 21st i ordered a living room set from Ashley Furniture, i paid half of the money on the date of purchase and the other half before the furniture came in. The furniture came in on 3/8 which was great but, to my suprise after inspecting the furniture, there were two small holes in the chair, a huge scuff on the side of the sofa (these are suede), and one of the end tables was never completely put together because a thread in the leg was missing.

Of course they did not tell us that the leg was not secure to the table, so when i tried to move it, it fell completely apart. I called the day after i recieved the furniture to tell them about the three problems, they said they would fax it to the customer service dept. I called three times in two weeks and each time they said they would fax a new sheet to the customer service dept because the fax was probably lost. To my suprise no one ever called.

I call the customer service line a few times a day and rarely get an answer. It has now been five weeks and nothing has been resolved.

Kathie of Winter Park FL (11/03/03)
I purchased furniture on 11/15/02 at the time of purchase, I was offered a warranty for an additional 119.99. The sales person sold me the warranty under these conditions: This warranty will cover ANY of the following for the next five years...If you sit on the sofa with a pen in your pocket and it leaks, or you have a pocketknife in your pocket and it cuts the material, or the children spill something or the cat makes a mess anything that could possibly happen to this furniture will be repaired or replaced for the next five years.

I purchased the warranty, I was promised that I would receive a copy of this warranty upon delivery of the furniture. I got the furniture and there was no copy of this warranty, so I called Maureen the person I was directed to by Ashley furniture, she said I should have gotten one but she would mail one, nothing came. In June I called again looking for the warranty, as I now have stains on the chairs and the sofa is coming apart.

Maureen gave me the phone number for Stainmaster I called and spoke with stainmaster, I told them my situation and the man quizzed me for dates of incident I told him I did not have exact dates of when the spill happened. The claim was denied for being outside the scope of the contract (which I still could not get a copy of). I then received a copy thereafter of this contract which is VERY limited, and very different from the one I agreed to purchase from Ashley Furniture.

I called again in September because the dining room chairs are falling apart, and that claim is now being denied because of the first claim, I have called the store, not only are they disorganized they pass me around to tell the entire story over and over again, and then they tell me they can't do anything about it. I can not get the last names or titles of any of the personnel I speak with, everyone is very elusive and disorganized. They keep sending me to stainmaster and stainmaster keeps sending me to Ashley stating it is under a year.

I have 4 dining room chairs where the material is coming up from the seat pad, and the sofa is literally coming apart at the seams, the pillows are ripping, and the cushions are unraveling. I have paid for a warranty that I can not collect on.

Marsha of Allen TX (10/11/03)
I purchased 2 recliners and a 5 yr. warranty in June 03 for $1,150.00. They delivered one in July and they other in August. The charis were delivered in poor quality and defective. Not at all representative of the quality on their show room floor. They refuse to replace the chairs or refund my money. It's now October, I still have one chair and the cushion from the other which they took Sept. 6th on the pretense of having a factory rep look at. I requested at that time they replace both chairs. The customer service mgr. won't call me back. I've finally had to get an attorney to help straighten this out and may have to go to small claims court.

Sue of Coquitlam B.C. (10/10/03)
My concern is with a certain furniture store's poor quality of furniture and very very poor customer service . When a person is offered floor model at a lower price than the regular price, we know they usually have to take it as is. Well in this case it was $1,000 marlbe coffee table at ASHLEY FURNITURE that my daughter was looking at buying. The salesman actually encouraged her to buy the cultured marble table rather than the wood one she was going to buy because it was the most durable finish for kids spilling etc. he said. The table looked good except for a little chip on the marble.

So the salesman said he would give her a boxed up one for the same price. Wow, that was nice of him?! So she went ahead and bought it, thinking there would be nothing wrong with the boxed up one. A week later, her son spilled some milk on it. As she wiped it up she noticed the marbel had some strange finish on it that was literally pealing off. She couldn't believe it. Here she went to Ashley's because it sold only good quality furniture so she thought. She called them up and the salesman said they would replace the table.

Days, then weeks passed by. Her calls were never returned. After discussion the situation with the manager, I asked him if he had talked to his salesman and is now taking back all the promises the salesman made to my daughter and he actually said, Yes and that there was no way he was going to replace her table and that was that.   $1,000.00 lost

George of Rockport TX (08/20/03)
Ashley Furniture Homestore tried to deliver unsatisfactory furniture again today and we rejected it. The furniture does not resemble store displayed furniture finish or quality. We again asked them to pick up the first furniture and they refused. We waited past the 31 working day delivery time that was 11 Aug 2003 as they promised furniture would be delivered 14 Aug 2003.

They finally tried delivery today with furniture in worse condition than first. We have called Discovery Card again and requested non payment. We have been trying to get furniture since 7 June 2003 and are requesting they pick up the items first delivered and credit our account for it.

Alan of Gilbert AZ (06/20/03)
My wife and I purchased several thousands of dollars of furniture for our new home from Ashley's Furniture. We paid extra for the optional fabric guarantee and delivery. We were told by the salesman that Ashley's guarantees there furniture for as long as you own it. This was one of the main selling points that made us buy from Ashleys.

Well, now it is just over a year later and the new sleeper sofa that we purchased has fallen apart. The frame has completely separated and the only way to repair it is to remove the fabric and fix the frame internally. The couch we purchased is a sleeper sofa that has seen very little use since we bought it (the sleeper has been pulled out 4 times!). We have no children, take wonderful care of our furniture, and are rarely home to use the furniture.

The couch looks brand new when you look at it, the cushions have not even been broken in yet. I contacted Ashley's customer service and was told that the warranty was only good for one year, even though the pamphlet we recieved when buying the couch clearly states in bold print frame are guaranteed for life. The customer service rep told me that if the damage was in fact a material defect then they would fix the couch, however, we would have to pay $60/hour for labor (including the time it takes for their drivers to pick up the furniture and return it to the factory).

When I enquired, the representative stated that it could be anticipated to take at least 2 -3 hours to repair the couch. Evidently, the furniture is warrantied for life (as it states in the paperwork they gave us), however labor is not covered by the warranty!

Sandy of Green Bay WI (05/28/03)
I purchased Ashley furniture in 2001. Since I bought the couch and loveseat, I moved from Houghton Lake, Michigan, to Green Bay, WI. Within the first year of the purchase, the cushions of both pieces began to shed at the seams. I contacted the store where I bought it from and they told me that I needed to call the distributor of Ashley furniture.

I attempted to contact them and they never returned my calls. I can't remember the name of the individual that I left the message for. Since I started this crusade, I have purchased a new set of furniture, not from Ashley. When I went to the store where I bought the new furniture, I told the lady there the problem that I have had with just getting someone at Ashley to replace my cushion covers and make me a happy customer. She gave me Kevin Oryall's name. He told me to contact Nancy. Nancy was very rude and just told me that my one year was up and that it was too bad. I just want the cushion covers to be replaced and I'll go away.

Andrea of Scottsdale AZ (06/28/02)
We purchased 2 leather sofas from Ashley furniture in Jan. 2002. We picked them up from the warehouse, brought them home, and after unwrapping them we discovered that the seams in both sofas were torn in several places. We called the store immediately and were told to call back the following day (monday). We called and were told an inspector would come and look at the defects in 10 days or so. The inspector told us that the one sofa would have to be replaced and the other would be repaired.

The picked up the sofas around March 11th and returned with two more sofas around March16th. When the delivery men tried to get the sofas through our front door the scraped the paint around the door frame and scraped the varnish off one side of our oak front door. After they left we inspected the new sofas only to find that these two were also ripped at the arms. We called the store and requested to simply return the sofas for a refund. We were told we would have to pay a 30% re-stocking fee (roughly $360.00) in order to receive a refund.

We e-mailed our complaint to the corporate office and were told we would be contacted by a marketing specialist from the store. We called the store after not hearing form this person and were told they don't have a marketing specialist. They again told us a new inspector would come and look at the sofas but could not come for 2 weeks. The inspector came on April 11th and told us that again they would have to be replaced and repaired. At htis point we didn't think that the next set of sofas would arrive without damage so we called the president of Ashley to explain the situation. We were able to leave a message on voice mail. The local store then contacted us and Jim came and looked at the sofas.

He simply stated that they were a good value for the money but we said that we signed a contract for new sofas not defective damaged ones. He said that we could return them but would still have to pay the $360.00 fee. Nothing was said about repairing the damage to our front door. Jim also said that we would have to pay $70.00 for their delivery ppl. to pick them up.

 We then filled out a complaint form to the Better Business Bureau and received a letter from the Pres. of Ashley stating that it was unfortunate that our front door was damaged but we could return the sofas but we must pay the re-stocking fee. We didn't want to risk any more damage to our home so we rented a truck for $70.00 and returned the sofas ourselves. We went to the store and signed the paperwork and paid the fee. We did this very reluctantly because we felt we had no other choice. We did, however, dispute the resolution of this matter on our response form sent by the Better Business Bureau and are awaiting a response to that.

Cynthia of North Las Vegas NV (06/01/02)
My sales representative informed me that it would take 2-4 weeks to have my furniture delivered. I made a down payment of $453.32. May 18, 2002: I called the store and spoke with a sales representative named Robert. I told him that I still had not received my furniture. He said he would fax a tracking request and would call me with an update. I told Robert that I would cancel my order if I did not receive an update soon.

May 20, 2002: I called the store again and spoke with a representative named Ashley. She said she would order another tracking request. I asked to speak with someone in the Corporate office or to the individual she faxed the request. Ashley denied my request. In addition, she told me I would be penalized 30% of the cost of my order if I canceled my order. May 25, 2002: I received a call from an Ashley Representative stating I would receive my furniture the following week. May 26, 2002: I went to the store and requested to speak with the store manager.

He did not know where my furniture was at the time. He promised to track it and expedite my delivery. He said the furniture would be delivered the weekend of June 1. June 1, 2002: I contacted the store again and spoke with Jennifer. I was told that 4 chairs were missing from my order and would be delivered to the Las Vegas store by June 2. I asked for a partial delivery. My request was denied. I wrote a complaint to the Corporate Office via e-mail.

Anita of Corpus Christi TX (03/13/02)
I purchased a sleeper sofa and loveseat and within 6 months they began to deteriorate. I began phoning the company to honor the 1 year warranty and fix or replace my furniture. After over 7 months of my phoning continually they finally did the repairs, however now the repairs are failing again in only 4 months. I have sent e-mails and registered letters to the company and they refuse to respond to me.

I am out $1400 for furniture that looks ugly, worn out, and disfigured. I would like the furniture returned and my money back as I do not trust them to do repairs again.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top  | Furniture