Ashley Furniture

A message was sent to me on 9/4 telling me that the chair would be delivered on 9/7 between 3:00-7:00 pm. I waited for it to arrive, and was tracking it the whole time. At 6:45 pm, I called the driver since I felt the chair was really running too late, and he informed me that I was not getting my chair that day because it wasn't at the warehouse! When I asked him why no one informed me, he said that someone at the store wasn't doing his job. I called the store, and they had no knowledge of any of this. The man who I talked to said he would get back to me, and the next day, he said that my chair was damaged, and it was the driver's fault for not letting them know (two different stories).

I was very upset, and asked him how I could be compensated for my wasted time, and for the fact that I was planning a gathering at my house based on the fact that I thought my living room would be ready by 9/7. He said that they could offer me 50% off the delivery cost, which I thought was definitely not enough, and I told him so. He asked "corporate" and supposedly was told that this was the best they could do. I am extremely upset about this very poor customer service. I have never had such a horrible experience when purchasing anything, and I have lived in many different places around the world. I will definitely make sure that no one I know ever makes my mistake and purchases anything at this furniture store that has absolutely no respect for its customers.

I am informing friends, family and coworkers to steer clear. They are shady. They are willing to lose a customer over an unsatisfied item then keep them for return purchases. BUYER BEWARE. Do not trust ASHLEY. The customer is always wrong. I am not stopping at reviews. I will escalate this issue. I purchased 5 items and have more rooms to go. Well, now they will be purchased elsewhere. PS. They force you to rate 1 star. Zero stars is accurate.

I've asked Ashley's several times to help resolve this matter because it's covered by warranty, all I continue to receive is the runaround. Every time I call, they say someone has called & left a message. Not true. I've only received 1 email & 1 voicemail from Ashley's & that was in the very beginning of this ordeal. They requested pictures. In response to their request, I had sent 2 emails with pictures, & a follow up phone call. Nothing came about. I called over & over & kept getting the same response which was that someone will get back to me.

On 1-24-23, I had to forward that same email w/pics to Ashley's again because they couldn't find the 1st email (both emails sent to emailus@ashleycustomercare.com & GuestServices2@ashleyhs.com). I did receive confirmation from an Ashley Customer Care rep that the email was received. Still no resolution. FYI- all I did was forward original email to same email address it was originally sent it to, all while I was on the phone w/ the rep. Funny how they can see emails when you stay on the phone w/ them to confirm that they receive it.

This is embarrassing. I won't let anyone sit on the middle or left section of the sofa worried if someone sits on that side of the sofa with any colored clothing, the sofa will absorb the colors. No one should have to worry so much about what guests are wearing while they sit on your furniture. Ashley's - Salem, NH had the same white sofa on display for a while. I didn't see it color stained & I'm sure plenty of people have sat on it. I was one of them.

3-4 mo. ago Ashley's finally sent out a 3rd party co. to supposedly resolve the matter. Guy shows up at 8pm (when he was supposed to arrive no later than 6), saying he was told to come clean it. He didn't even clean it. He only came in with a cellphone. No cleaning products of any kind. He took pictures & said he will report back to Ashley's within 10 days. Since the pointless visit, I called Ashley's a couple of times & was told that they still haven't heard from the 3rd party co. All they did was continue to give me fake apologies & lies about how they're going to have someone call me back to resolve. Nothing was been done. Before anyone says "Maybe she's not a clean person", my entire living room is mainly white with black, gold, & grey details. I keep it sharp looking.

Called again today (8/4/23), was told they called and left a vm back on July 11. Which is a lie. I did not receive a voicemail from Ashley's that day. I check my vm daily. Ashley's tends to be the only co./people that claim to leave me a voicemail & somehow I never receive one. I have no problem receiving voicemails, or any other msgs from anyone else. I kept asking what number they're calling. Reps don't answer me when I ask. They carry on w/ the "I'm sorry".

BTW, they just informed me that there is nothing they can do. They're claiming it is heat damage based on that unprofessional useless visit from their 3rd party contractor. I have central AC/Heat. I keep the temp in my place between 68-72 degrees all year round. Make that make sense. It was never a heat damage issue. It is an Ashley QC issue. Anything not to hold themselves accountable. Ashley's Furniture is a scam artist furniture co..

When talking to any of the agents representing Ashley, the “No Hassle Delivery. Assembly included FREE”, will not be honored. Why I asked. "Because you did not pay for free delivery or assembly." So we have gone around and around about my attachment saying it’s free. Mary J. (representative of Ashley), says she doesn’t see what I’m talking about. Dennis ** (another representative of Ashley), says, “I see what you are talking about. It must be a glitch, and I will have it removed." Coralee D. (another representative of Ashley), says I need to cancel the order and reorder if I want delivery and assembly for a fee.

My question is, “Why do I need to purchase the delivery and assembly when it says on my confirmation it’s included in my Furniture Protection Plan? So..the last Ashley representative I tried talking to was Veronica **. I’ll admit besides Dennis **, she started out as the second nicest representative I have spoken to. Once we got into my complaint, she says almost the identical thing that they all said. They cannot change what the order says. So my retort is, “ok, then you must honor what you sent to me… no fee for delivery and assembly (assembly by the way would consist of screwing 4 legs on the queen sofa and 4 legs on the love seat). Veronica says no… What they sent me originally was not the order confirmation. I asked, then why did they send it. She has no idea. No one does.

My last argument was… if I go to Kohl’s Department store and they have $39.99 on a blanket and I go to checkout and the price rings up $69.99, why do they agree to allow the purchase at the price that is marked on the item???? Veronica said, “that’s different”. Okay Ashley Furniture, you are now SCUM TO ME. Sadly, the ending to my story is... Ashely Furniture will not honor the attached order confirmation they sent me. A lot of my monies have gone to Ashley Furniture, but NOT ANY LONGER. I’m asking all of my friends to be careful if you must order anything from this establishment make sure they don’t treat you as they did me. You might do better off at another furniture store.

My credit card company asked for documents they could not provide and confirmed a reverse chargeback. However, in the fine print of Ashley Furniture they somehow can force the merchant to not refund and this is excately what has been done. I'm out of funds for a purchase not made and merchandise not received with my credit card company not able to assist. My only recourse is to sue them I guess; well, you know how that goes. Well, I can write and continue to write my experience and reviews future forward warning any potential purchasers to avoid walking into their stores and take out ads expressing my experience as once I did see all the negative reviews about their guise of practices and forcing customers to accept without recourse...Well, hopefully the online campaigns will result in store closures.