Ashley FurnitureConsumerAffairs Unaccredited Brand
A few years back we bought a king size bed and of course, a mattress and box springs. The mattress was covered in plastic when delivered. Of course they talked us into buying a protective mattress cover, which we did. From the get go we noticed there was a dip and called them to 'come out' as it was under the warranty because we bought the mattress protector! They came out and said they would not replace because the plastic had a paint chip on it!? These people are snakes and we will never buy anything from them ever again. People do not buy a bed from these people, you will be sorry.
Purchased D Model 5780252 Zero Wall Wide Seat Recliner 12/29/19. Paid $552.94 which included $69.99 for Ashley Assurance Plan. Recliner mechanism broke after about 2 operations in 12/17. Contacted Ashley who informed us that we would have to contact outside vendor in Florida to access failure. Contacted Florida vendor first time 1/18. They set date for repairman. Repairman never showed. Wife called again, they set second date again no response either from store or vendor.
Called Florida again and was informed repairman would not be able to come until 3/14/18. Repairman arrived at about 2:30 pm 3/14/18 and determined that the mechanism was broken and parts would have to be ordered. I was told this would take about 1 to 2 weeks and the parts would be delivered to my house and I would be responsible to contact SAW Furniture repair in South Carolina at 843-900-2373 to schedule another repair trip. I am appalled at the lack of customer service Ashley has shown!! 3 months and a defective recliner is still not repaired or replaced. Absolutely no concern or contact from Ashley Airport road Arden, NC!! Ashley, I would like to receive a refund for the $552.94 given to you in good faith...
I purchased all my furniture for a 3 bedroom/2 living room house from Ashley's. I even brought extra insurance which is a total waste of money. The mattress was sagging in the middle within 9 months. I paid over 1600 for it and when the insurance came out to check my claim he placed a bar across the bed stating it needed to sag 1/4" more or they would not cover it. I weight 130 and my husband 205. I very seriously doubt that metal bar weighs what humans do and was baffled by their response "they would not cover such" as well as the master bedroom furniture was very expensive and one leg did not get stained by the manufacturer. I showed that to the insurance man and he stated that is not covered as well. It's not as if I could remove the stain to raw only on one leg but I just shook my head and said okay.
Once again I went back to Ashley's and purchased more furniture as only a fool would do to be ripped off again. The so called leather 2 piece set for my den is all electric seating on a sofa & loveseat. The stuff is garbage. I again purchased the extended warranty as a fool again being promised it would cover any and everything. NOT!!! The stuff is peeling and garbage. I called the insurance and they stated they would not cover it. The store stated that they believed it was on recall with the manufacturer due to the fabric being faulty. Then they had me send photos to them and they reached out to the manufacturer trying to help me.
I got a response from the Ashley store in Grapevine TX stating it would take about 2-4 weeks to hear. Since then I can not get any assistance with an answer and it has been over 2 months. I reached out to the Ashley headquarters where I initially sent the photos and got a very rude response after a month waiting letting me know they would respond when they heard so I waited another month and reached out to the store. Once again I am given the runaround and told they would respond when they hear. What a joke for overpriced garbage! The furniture is garbage as well as their extra insurance. I would not suggest anyone looking for furniture to shop here.
I was at first excited about going to Ashley Furniture but then it takes forever for the furniture to come in. It stated on my receipt when the furniture will be delivered but they said it wasn't the correct date. If I would have known that my furniture would take forever, I would have went to another store where I can get it within a couple of days. I will never again order from you guys.
So I was duped into buying bonded leather furniture when I went to Ashley in Turnersville, NJ looking for genuine LEATHER back in 2013. The salesman, Pat **, assured me this bonded leather stuff was better and more economical. He didn’t fully explain the service plan and I always feel like those extended warranties are a rip off so I passed. Shortly after buying, I got a second home in FL and spent the next few years there, leaving my 8 months new furniture at my house in NJ covered up while I was gone. Came home last year and within a month of using my sofa, the bonded leather started peeling off in one area and just kept getting worse and now the sofa looks horrible. It’s pure junk.
I went to Ashley Furniture and talked to the store manager, Ralph **, who was as nice as could be and gave me a number to call and assured me he would help me if calling the number didn’t do me any good. I called and got laughed at by some woman in their damages dept because I had bought the sofa so long ago. The sofa and 2 chairs I bought still look brand new from me being away so long and not getting used too much. Except for the one cushion that is peeling. I have no pets and did not sit on the sofa wearing jeans, or anything with zippers, buttons or anything of that nature that would damage it, unless pajamas can cause damage!
I found out from my recent visit to Ashley that bonded leather is awful and most places, including Ashley, will not sell it anymore because it is now apparent that it does not hold up. Anyway, I called the manager back to tell him I got laughed at and he wasn’t as friendly or so willing to help over the phone as he was when I went into the store and spoke to him in person. I guess he thought I’d cause a scene so he blew smoke up my butt to get me out if the store as a “satisfied” customer. On the phone the next day, he said he’d call me back within a day and let me know what he could offer me to make this situation right.
I don’t expect my money back and this junk sofa can’t be fixed but I found a genuine leather sofa in Ashley that I liked and would have been happy to buy if they sweetened the deal. 3 days later, they never called me back. Thinking back, they never copied my paperwork, asked me my name or any of my info. Because they don’t care and had no intention of ever helping me. So just like everyone else has complained... Ashley doesn’t give a crap about pleasing the customer. My advice... shop somewhere else!
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If you can find furniture at any other store please purchase elsewhere. Salesmen at Ashley Furniture are great. Once you purchase the furniture then you have to deal with the real store's personnel. Do not call the We Care number because they don't. care! Do everything you can to not buy from Ashley Furniture. I do not want you to get treated the way I was treated. Not even sure if they are done with me because still have not received furniture that I have paid for in full. CUSTOMER SERVICE WILL BE THE WORSE YOU HAVE EVER EXPERIENCED!
I bought a couch from Ashley for my children's home. The wrong color came. They insisted it just looked different in their home. IT WAS THE WRONG COLOR. Then months after the purchase, the frame broke. At this time it was just my daughter and son in law living there. Children were not born and both of them are not big people. I cannot figure out how this would even happen. They sent someone out to repair it. A short while later, it broke again. They should have replaced it at that time. It should have also been replaced originally because it was the wrong color. They did not stand behind the product at all. They were difficult to deal with.
All we can do is warn people who were thinking of buying furniture from them. Most large stores would back up their product especially when you can clearly see there is a real problem. Buyer beware! Horrible customer service. The women on the phone also sympathized with us. She was not surprised by our situation and told us "they don't make furniture like they used to." But that they would not do anything about this couch breaking. Dealing with this company was a real disappointment.
We purchased the Marsilona dining table set and ordered 2 more sets of chairs to equal 8 totaling almost $1500 for everything. Soon after we had the table minus the few weeks we were on leave out of state visiting family (and this happened right when we got back home and actually used it), water spilled on it and it swelled up and warped. No dining table that you eat and drink at should swell from something spilling on it. The cracks on the table are bound to get some liquid in them when you even clean it. Shouldn’t have to worry about that. This isn’t worth it at all, especially with kids. And after reading the other negative reviews on it, this is the same thing happening.
There should be a recall on this dining room table. Put in a claim almost two months ago and been given the run around saying the home store here will handle it and then being told by the home store finally after weeks of waiting for their call that there is nothing they can do and I have to go through the customer care online. Called that number and was on hold a very long time and never talked to anyone, so today decided to email but they gave my info to the home store in which I’ve already spoke with and they said there’s nothing they can do since I ordered online.
I will go back to the store on RT40 whenever I need furniture. Congratulations Ashley Furniture for hiring Muhammad **, he’s one of a kind. I’ve worked in a furniture store (in the office). I know good Sales Associates.
You sign a contract that says they will not let you get your money back because the contract says the couch cannot be returned for any reason. WTF?!! I was suppose to get the couch today but due to delays I cannot pick it up until Tuesday. I tried to cancel but the store refuses to give me my money back. You are stuck. It has been over three weeks since I bought it and now another week to wait. I never buy something from them again. You will never get out of their contract. I hope this couch is a good couch. I feel they are shady.
Dont buy anything from Ashley Furniture because once you receive the furniture and have to deal with the warranty it's a joke. Our couch has been broke for 2 months with the claim processed and we still have 2 months to wait to get the parts. What a joke. And then you're told you can only use it once so I will never buy and I will tell my friends not to buy from Ashley ever again.
I tried to purchase a chair today and found out from the store associate that a $1300 pending charge on my Ashley Credit Card from November of 2017. I called Ashley Customer Service and I was told it will take 10 minutes to get your card credited. No credit yet from Ashley. I had a coffee table that was broken in shipment and had it returned and Ashley wouldn't credit me stating they didn't receive the item in the Warehouse which was not accurate. They would also tell me each time I called that they would have to research why the item was not in the warehouse.
I also sent emails to customer service and I received the same answer. "Need to do research." I waited for over 3 months and kept getting the run around from Ashley Customer service stating "it will be credited in 10 minutes." It never happened. I had to make a complaint with the BBB and within 3 days of making that complaint I was finally reimbursed for the coffee table. I would not purchase anything from this company. Awful, Awful company. Run, don't walk if you're thinking about purchasing items here.
I purchased $3,000 for furniture December 2015. I also purchased the five-year Furniture Protection Plan. I purchased the protection plan with confidence that if there were problems with the furniture, I had an insurance policy. After a year of use one of the recliners started having issues. I was told that it was past the one-year warranty and that the furniture protection was only if I damaged the furniture. Fast forward to March 2018 and I damaged one of the chairs because the recliner got stuck on the edge of the window seal ledge; broke the window ledge and the recliner seat frame. While waiting for Ashley's not so prompt service in honoring their protection plan, I further damaged the footstool because I had to use the stool to push the seat back on the chair, I tore the leather underneath the stool.
I contacted Ashley to schedule a technician on February 12, 2018 and was referred to GBS. I called GBS and they could not find my warranty but would contact Ashley and would get back to me within two weeks. After not hearing from GBS after two weeks, I contacted Ashley. Ashley was able to locate my account and I am not sure why, was able to schedule a technician for March 9, 2018, rather than going through GBS. The receptionist said she was “really sorry” for the mix-up. Question, why couldn’t Ashley have schedule the technician in the first place instead of referring me to GBS’s? I took the day off, so I would be home.
The technician showed up at my house at 8:30 am and since Ashley did not let me know of the time, like they indicated they would, I was in the shower when the tech arrived. Dispatch called and left a message. I called dispatch back at 8:39 am and it rang over 20 times, then was intercepted. I called at 9:02 am again and finally got a hold of the dispatcher. Rolena told me the technician was already out of the area, but he may be able to circle back to me. Rolena said she would get back to me.
By 10:11 am I had not heard from her, so I called back. I was told that they were “really sorry”, but I would have to reschedule, the supervisor’s technician would not send him back to my house. I told them I had taken the day off and I was not told of the time the tech was coming or I would have planned my morning differently. They said they were “really sorry”, they had sent a robo reminder the day before, which they had not. Again, apologized I did not get my robo call reminder.
So, I asked to talk with the supervisor, John, and he told me the same sad story. I asked him, “What about keeping the customer happy”. He also said he was “really sorry” and there was nothing he could do. I said, “John I am sensing a pattern here, everyone is really sorry, but no one is willing to make their customer happy”. John said he would schedule another appointment for me and pledged to get back to me with the new time and date.
In the meantime, I called the store manager in Salt Lake City, D.J., who said he was concerned with how the events had taken place and he also pledged to get to the bottom of the customer service debacle. As of 3:15 pm I have not heard from anyone from Ashley, airwave silence... bottom line, save yourselves the aggravation and dollars, buy your furniture somewhere else and don’t buy the warranty, not worth the money and frustration. I believe they plan it this way, so you end up not using the warranty, you are too frustrated to follow through.
We purchased 2 end tables, a buffet table and a kitchen table and consistently on all pieces of furniture the finish flakes out of all routered edges. The customer service is beyond terrible and I wouldn’t even call it acceptable for our family dog!! ASHLEY FURNITURE does not stand behind their products!! Don’t be fooled by the smoke and mirrors tactics that they train their sales staff with!! I hope this helps anyone in a decision on their ASHLEY FURNITURE purchase.
I wish we had looked at the reviews before we purchased anything from Ashley. While the salesperson was very nice we feel we did not fully understand the terms of the sale. We were under the impression if we financed the sale we would get a bonus! We had purchased a couch and chair which had two pillows on it at the store. At the time we were under the impression the pillows were included in the price. The couch and chair were delivered on time and we had agreed to pick up the pillows at the store when they arrived.
We were given a date to pick up the pillows but when we went to the store they weren't there, the salesperson said they would call when they arrived. A number of days later we received a call saying the pillows would be ready on a specific date. Once again we went to the store and they weren't there. The salesperson did apologize and said we would get called. Once again we received a call stating that the pillows would be there on the Thursday night and would be available for pick-up on the Friday. After the experience we had already had I called and spoke to someone in the store on the Monday they said there were two pillows there, I was not amused when they told us to come get them.
I told the caller we were both seniors in our 80's and felt after the delay that we should have the pillows delivered. The young man said since we lived near the store he would bring them himself, which he did. He had me sign a paper saying I had accepted the pillows I asked if we had to pay for the pillows he said no! Also, when we looked at the package the name on the package was for another customer. Furthermore, when I attempted to pay off the account the credit company gave me a figure which was less than the original statement so I paid off that amount. I called the credit company today just to make sure that we were free and clear but was told that I now had an outstanding balance which was of course the price of the pillows.
It was not explained to us that the only way we could pay the credit company was by doing so at a bank branch. After 2+ hours on the phone to "Fairstone" I found a local office only to be told that particular office did not accept payments. They gave me another office address which I went to but I was told by them I would have to go to a Bank to pay. I have to tell you by this time I was thoroughly disgusted with Ashley. We have had a lot of running around because of this purchase and will never buy anything from Ashley again.
My wife and I bought a sofa and loveseat for $2400.00 at Ashley store with the sale rep ** on 03/03/2018 at Ashley furniture home store at 18060 Euclid St, Fountain Valley CA 92708. The purchase was shipped and installed at my house on 03/07/18. I tested the product quality and found out that the cushions are not the same as the ones we tested at the store. The cushion are very soft and the leather are not as smooth as the ones at the store. I called the store manager, **, this morning and complained about the product and asked for return since the sofa can affect my back pain. She strongly denied that was the fact and rejected my request of return even though I asked to pay the shipping and restock. You should avoid this store when buying your furniture at all cost since they are not customer satisfaction store.
I made a purchase close to $2000 on Feb 21st. My sales person was Amber. I was there with my husband as we were picking a rug. The 8x10 Rug was hung at the time, I wasn't 10 ft tall to see what's on the other end and she never told me it was damaged. She said it was on sale. If you look at your cameras this will prove my word. She said rug will be delivered with the rest of the furniture. After 10 days furniture came, no rug. When called they said We are suppose to pick it up. If that was the case we could've brought it on the same day we made the purchase. And almost 2 weeks no one called for a reminder.
On Monday evening my husband picked up the rug which was rolled outside in (which was weird) and given no chance to look at it. Two corners of the rug looks like it's been used before. There's lot of wear and tear. When I called in they says it's final sale, and they mentioned the damage to me at the time of purchase. Which they didn't. Why would I pay $200 for a damaged rug? Such a great customer service for $2000 worth purchase. Since 2009 from bedroom to living room everything I own is from Ashley Furniture. Never once returned or exchanged anything. But this is my first time with Tacoma store and what a sad experience dealing with liars for $199? Geez!
I just spent 1100 bucks on a double recliner couch from AHS in Jackson, TN. I got it home a couple days later and the back would not attach and allow the recliners to function. I called the store and they refuse to refund my money. They say they will order another one, meanwhile I’m home with nothing to sit on except a camp chair. Don’t do business with this company!!!
We purchased a Tempurpedic bed with a motorized frame from Ashley. Bed with box frame was delivered Dec. 21 & we loved it. Motorized frame was installed 01-23 making our bed miserable, we both have to brace ourselves from rolling out onto the floor. Motorized bed company, Glideaway is not a representative out to investigate. He immediately stated frame was too small for mattress. Ashley sent a representative out same result. I was never offered copies of these reports. Glideaway laughed at me when I reported problem.
Ashley states the entire problem is a comfort issue with the mattress. Better Business Bureau stated dispute was unsettleable. Ashley offered a different mattress. Ashley also stated they never received the letters reports from representatives sent to the house BUT they did receive their pictures??? Ashley sells Tempurpedic beds with this motorized base but now offers us a different mattress to fit the base??? We are happy with the mattress but absolutely miserable with this mattress on the motorized base sold by Ashley! We are stuck with a $6,000 bed that we must prop our bodies against pillows so as to not roll out of bed in our sleep.
I recently purchased a king bed & mattress from Ashley's Santa Rosa store CA. They initially delivered the bed, mattress with single foundation box and forgot the 2nd foundation box. So the delivery guys told me that the mattress will opened and installed when the 2nd foundation box is delivered. Within few days the missing foundation box was delivered and the delivery guys opened the mattress plastic cover to place it on bed. We found out Black stains on the new mattress, when I rejected the mattress I was told that they cannot take it back as the it was initially delivered by others i.e different delivery person.
I was asked to call store and report the issue. I called the store and was told that first technician has to come to fix it and if he cannot fix the issue they will replace it. ASHLEY Customer service takes customers for granted. It's a new mattress and instead of replacing it they are playing the game of technician and prolonging it. They lack professionalism and are big time cheaters. Please don't buy furniture from ASHLEY FURNITURE.
I purchased a brand new twin recliner. Upon delivery my husband notice a cut in the leather. We immediately told the truck drivers and asked them to take the damage recliner back. They told us that they do not take returns. They only deliver. They further stated if we had a problem with the damaged recliner we would have to call the store. We called the store. Told us to call the service department for repairs. We had the recliner repaired numerous times with no satisfaction. The recliner leather has defects bad craftsman and workmanship. The edging and stitching is coming apart. You can see where the holes where the stitching is and the one corner it sticks out like a big lump and the edging is not finished.
So in other words the recliner does not look like it’s twin recliner. You can tell the one recliner came from the manufacturer and the other someone put it together by hand. They refuse to send me a new recliner. They say it’s repaired according to company standards whatever that means. So I paid for a half ass recliner so I’m stuck with a damaged recliner that they keep trying to fix with a tech working on it by hand on my floor trying to make it look like it came brand new from the manufacturer.
Order table set. Scheduled delivery and received 2 confirmations for scheduled delivery. Received a text message. Order delivery date pushed out 2 days later due to my bank declining payment... but how when you charged and refunded 4 times before I called to confirm the payment was accepted. How when you have my money now... Horrible customer service. Left me on hold for 10 minutes and didn’t offer any resolution. I canceled my order. I rather spend money where they actually care for their customers' needs.
I purchased Ashley Furniture on Feb 25, 2018. I was set to have my couch, coffee table, lamps, 5 barstools and misc decorative items on March 4th between 2:15 and 6:15pm. I was tracking my order throughout the day as I was stop #10 out of #10. At 4:30 pm I received a phone call saying that the truck my furniture was on had been misrouted and I wouldn't be receiving my furniture that day. Mind you - I had donated my couches to Goodwill earlier in the day. We have company here from out of state and they are sleeping in our bed and now my husband and I don't have ANY couches to sleep on. I made NUMEROUS phone calls and was told a manager would call me back. He never did. So I made the 30 minute trip over to the actual store to speak to someone. I spoke to manager Geno (sp?) he was less than enthusiastic (granted I was angry). He did offer me a $360. refund.
They couldn't give me a new delivery date because the truck hadn't checked back in. So the next day they call and they are on their way. I had to have someone be there. After many phone calls for directions they show up with damaged furniture. The coffee table is cracked, the love seat has a tear in it, and they only deliver 1 barstool. More phone calls ensue. After finally getting ahold of someone at the warehouse named Dempsey (who was extremely understanding and tried to help me). He guaranteed me my furniture would be there last night between 4-7. I receive a phone call saying they won't be there until 10:30 at night. Who knows if they will actually show up? At 10:30pm they did show up with furniture that was in perfect condition. 10:30 at NIGHT!! The whole house was woken up. We have company, kids, dogs, elderly grandmother and my husband who had just a 14 hour shift!!!
I have logged a total of 49 --- count them 49 phone calls to Ashley Furniture. Whether it be to the store, missed calls, calls not answered, warehouse, dispatch and delivery drivers! 49 calls --- I spent 2 hours of work time yesterday morning trying to get this coordinated. I was told they are trying to "accommodate me" by having 2 special deliveries in one day. Accommodate me? I don't think so. Inconvenienced me is more like it. I can't believe they tried to blame it on me. I have tried to call the store no manager will talk to me. I have messaged Ashley Furniture on Facebook with little outcome. 49 phone calls!!!
Purchased a Wendota table in 11/2017. We picked the table up but did not take out of the box until our house was complete and we moved in. After a couple of weeks, we noticed the table was broke. I called the 1-866-787-7930 initially on 01/14/18 (actually called prior, but they were closed due to the snow) and spoke with a Keshia ** who asked me to email a pic of the damage along with the current address. She said she would let me know that she got the email. I did so on 1/15/2018. I never heard from her.
I called back since I hadn't heard from her or received anything around 1/24/2018. I was told she wasn't available. I was put on hold... the lady told me that Keshia got the pictures though. I assume she put me on hold and asked her. On 1/25/2018, I got an email from Keshia replying to mine and saying that my part was ordered and that I would have it is 7-10 days. Never received anything. I called back on 2/12/2018. I was told that the part would ship out on 2/19/2018. Never got anything. On 3/1/2018, I called the store.
My salesperson doesn't work there. I asked for a manager. I was given the voicemail of a Sharon **, I still haven't heard from her. I called back later and got ahold of a Stephanie. She said she could look into the system and see that the part was shipped and had a tracking number, though did not provide a tracking number. She asked me to email her pic. I emailed it to her 3 different ways. From my personal email, my work email, and to her email as a text from my phone. At the end of our phone call, she reported to never receive any email.
She opened what she called an ER. The ER# is **. She stated I would get a call 24-48 hours. As I expected, I did not. I did however, get a call from a Tracy at the above mentioned 1-866 number on 3/5/2018, she had to leave a message as I was in meetings at work. Today, my husband has tried to contact her a couple of times at the given number. He is either told that he is not allowed to speak to a supervisor, or that one is not there. Depends on who answers. I called Stephanie back at the local store.
She reports that Tracy ** is the supervisor. He called back and has asked for her by name and is told she is not working. For over 7 weeks I have tried to get a table fixed that I firmly believe was sold to me broken in the first place. I only say this because when I take a picture of the broken piece and the camera flashes, the table appears to be repaired in another spot. I tried this on the other side of the table and it does not do the same thing. This lack of service is uncalled for. We paid $800 for this table and this is the service we have received. 7 weeks. A broken table. It lasted 2 weeks. I would really appreciate someone at this company to do something about this piece of furniture that they sold. I will attach a picture.
Wish I could give 0 stars! Worse customer service I have ever dealt with. They couldn’t provide a reason for canceling my order a day before it was supposed to be delivered! I waited all day for it to come but no one reached out and called me. They sent an email saying it was canceled not giving a reason! Taking my money out of my account and then saying they never did but provided me with details of when I should receive my refund.
The customer service rep even yelled at me on the phone because I had questions but they were closing so she didn’t have time. She kept putting our order and questions off so I would run out of take to have them discussed. I called 5 times today trying to get an answer and I got nowhere so I will not be buying again and I’ll wait for my refund to go somewhere else that has more reasonable answers and people to work with. All I was trying to do was get an answer for my cancellation and then I was going to repurchase, but no. I will wait for my refund!
I bought a rectangular table at the store in Falls Church, VA on January 19 and it was a nice looking table. It was delivered on time and the associates in the store were very nice. I got the table on the expected delivery date and got many compliments on the look of the table. Then on February 11th I contacted Customer Service via e-mail to initiate a repair because while I was eating dinner with my 2 small children the black decorative metal strip popped off the table and two small nails flew out. I immediately looked for the nails and luckily I was able to find them before my small children could step on them or pick them up. I was told to contact the home store where I purchased the table to ask for a repair. I followed the instructions and was able to schedule a repair.
When the repair technician came to my home on February 23rd, he explained that this was a recurring issue for this particular model table and that this problem (metal strips popping off and nails flying out) was being reported repeatedly for the table. He used glue for a temporary fix and said that even when the table is replaced, it will happen again. I have deep concerns about safety issues with this table. I called 410-347-3990 for the first time on 3/2/18 after being referred from the store to the warehouse to that 410 number. The representative asked for my phone number, pulled up my account and heard my concerns. She said she would need ask a manager to see what the next step would be for us. I asked her to pass along my request for a refund. She also said that she believed the table was discontinued.
The exchange with her was courteous and she said someone would call me back, but it wasn't clear if it would be that day or another day. I called that same 410 number on the morning of 3/5/18 and spoke with Megan, a customer service rep. She pulled up my account, placed me on hold, and when she came back said that management authorized a replacement of the table only. I let her know that our preference was to receive a refund due to the safety issues posed by the table, I also let her know what the repair technician said about the table and the manufacturing defect that is causing this problem over and over again.
She treated me as a sort of hostile customer and threatened to hang up on me several times and that she had nothing further to tell me after I asked to speak with a manager. She said it was their policy not to allow customers speak with someone from the management team. On several occasions, she instructed me to read the policy as opposed to taking the time to give me a brief explanation and rationale. She never addressed my concerns about safety and the table having been discontinued. She was very defensive and had an extremely impolite/passive aggressive tone when she spoke with me. I was simply trying to state back the information as she had given it to me to ensure that I understood correctly, and it is not out of the scope of her duties to assist customers and even frustrated customers.
I'm extremely disappointed in that interaction with a representative from Ashley Customer Service. She begrudgingly stated that Tiffany, an Office Lead would call me back, if not another member of the management team, but I am not optimistic about follow up. This has completely tarnished my experience with what I initially saw as a great purchase of a nice and affordable table. I didn't expect the table to be the highest quality given the price point, but as a minimum, I expected it to be safe. I got back in touch with a manager at the home store and he explained that once the invoice closes, the store no longer has control over next steps or refunds.
This manager was one of the people who first helped me purchase the table and all throughout he was the only person who took the time to answer my questions, offer explanations and reassurance, and he actually helped me find solutions. It's disappointing that his level of customer service is not the norm for the people who work at the customer service department when you call 410-347-3990. If this person, Megan, is representative of the assistance provided by customer service, they need some serious re-training. You'd think they were protecting top secret information the way they "protect" management from customers. Practice empathy and know how to explain policy is my suggestion.
Sofa stopped reclining 22 hours after delivery. Reclining sofa was delivered at 7:00 on Friday March 2, 2018. One side of the reclining sofa stopped working March 3, 2018 at 5:00. I like the sofa, however, I bought it for the power reclining feature. I worry if I keep it that it will always be troublesome.
The delivery time is horrible. I called & spoke to 2 representatives & a supervisor. The supervisor was so nice she was very helpful & nice with assisting me with the correct delivery time that works for my schedule. Ashley’s delivery time sucks!!! The computer generates it for when they are in your neighborhood but that time does not always work when dealing with WORKING paying customers.
If this is the case, then delivery should not be allowed it’ll be better if people just had to pick up etc, they are not time sensitive to no one schedule. That was no reason why it should have took me 3 weeks after completely buying out a bedroom suit to get my items. Ashley if you want to keep customers happy & coming back take advice from your customer & get a better delivery system in store. This is horrible no paying customer should be made to your schedule, we are the ones keeping you open. This would be the downfall for the business if it is not handled better.
Ordered 2 bedroom suites, dining room suite and a few tables for my living room October 29th 2017. Was told would take 4 to 6 weeks. I moved 6 weeks later to a new home with no furniture. Finally weeks later received dining room suite and dressers still no beds. Today March 3rd 2018 received final bed. I will never shop here again. I paid cash for my furniture and when I'd call to see why I hadn't received it they would give you the runaround. Do yourself a favor. Don't shop here!
I recently bought a living room suite and a bedroom suite from the Richmond Kentucky store in the first part of the month of April. And when I bought the stuff I paid with cash and was promised to have it all by the end of the month on the 28th and my wife called just to confirm that they would be there and was told the bedroom suite would but the couch and recliner would not be there till the 18th on March. It upset me but I let it go because they said they would bring my bedroom suite on that day so when the 28th came we were told they would arrive within the hours of 1:30 to 4:00. So I waited and at 3:30 they hadn’t got there so I called the store and was told they were running a little behind and would be there at 5:30 so I waited.
5:30 came and no one showed or called. 8:30 rolled around. I had to leave and was gone and they show up at 9:00 PM to deliver the bedroom suite. They left and I called the store the next morning to get told that I wasn’t going to get my bedroom the next day that I wasn’t there to receive it and they had to reschedule me so I got very upset and told them to cancel the order. I would come get my money back and they said they would see what they could do so now it is supposed to be here on the 2nd at 9:30 am. So we will see how it goes but it’s the last time I will order anything from them again. They will tell you that they have to order it and you will have it in a week but it turns into a month. I’m done with that store.
Ashley Furniture expert review by ConsumerAffairs
Founded in 1945, Ashley Furniture became an industry leader in 1970 when its first plant opened in Wisconsin. The plant started with 35 employees, and the brand has since grown to include stores in more than 120 countries.
Convenient locations: With many locations across the country, it's easy to find a showroom near you. Use the store locator tool on the website to get started.
Quality tested: Each design from Ashley Furniture undergoes rigorous quality testing for safety, comfort and durability. Take a look at some of the methods used on their website.
America's #1 home furniture brand: Ashley Furniture's quality appeals to consumers across various demographics, making it the top selling home furniture brand in the United States according to Homes & Textiles Today with reported revenues in excess of 3.3 billion dollars.
Online showroom: The online showroom feature gives you an idea of what to expect at your local store, but it's just a sample and shouldn't be considered a complete inventory.
Best for: Families, individuals and professionals.
Ashley Furniture Company Information
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