Ashley Furniture Reviews

It's now Aug 2, 2021 and not a peep from Ashley. I would think that a company that is suppose to be twenty years old would have their ** together. As I said earlier I got rid of my bedroom furniture. Thank goodness they didn't have the king mattress as I would be sleeping on the floor. I have a nice mattress I purchase through Amazon. Way to go olief. My advise to everyone is be careful. One sneaky little thing they put in their contract was that they can fix the product bed. It's up to them. Wrong. I purchase a new bedroom suite. I want a new bedroom suite not a damaged one.

Original Review: Ordered a bedroom set. Told it would be three weeks. Latest now is Aug 23. Keep on being told they were waiting on one piece to come in. Now they are waiting for three pieces. I am seventy years, got my new mattress, got rid of my old furniture. Now sleeping on the floor on my new mattress. Took them at their word.

By 12:15 I figured I was not going to receive the loveseat so I called customer service. Nice lady listened to my concern but could offer no explanation. While I was speaking with her, I noticed that another call was coming in but I didn't want to me rude and cut off the nice Ashley rep so I let the call go to voice. After hanging up I checked the message. It was Jack from Ashley Furniture telling me that my loveseat would be delivered on July 28th. WTF??!!! No number to call back and say hey I won't be here (I have an appointment across town anyway) but Jack's message was very firm. So I called back and spoke to another nice lady who patiently and kindly listened to my new grievance. I was going to call the order but the rep persuaded me to hold off until she can get another ticket generated and to let the delivery department know that I was not going to be here on Jack's given delivery date. I'll update this review if and when I ever get my loveseat. Stay tuned...

I filed a claim through Ashley for the floor. Some company called Home Delivery Link handled the claim. After 4 months I tried to follow up on the claim and none of the phone numbers for this Home Delivery Link worked. Not the numbers for the email and not even the numbers on the company website. I then contacted customer service at the store where I purchased the set and the lady told me the man I was dealing with had closed the claim because I had signed a waiver for the damage done to my house, which I never did.

When you sign they hand you the pad with the signature block you sign with your finger. They tell you what you are signing, but you never see the actual document. I can's say for sure, but since I can't get a hold of anyone in that company it makes me think there is some kind of rip-off going on here. If you can, shop some other place, but if you have to shop at Ashley make sure what you are signing and don't trust anything they tell you. Also, get copies of everything, you'll need it later.

I also canceled an order from this store and they told me they canceled it. When I called the Customer Care corporate phone number (since no one at the store would talk to me), the Customer Care associate told me the order was not canceled by the store. Liars! Also, the 1-888 Customer Care Service is useless and incompetent. Thirteen phone calls to them and the problem is still not resolved. They charged $2800 to our VISA for furniture that was canceled and never delivered and are now claiming it is the credit card company's fault. They committed theft and the credit card company is investigating it. Due to my experience with this store, I will never buy from Ashley again. The horrible reviews for this store on Google and Yelp says it all. They are deceitful and fraudulent. Stay away.

During the final sign of forms, I did mentioned to the salesperson that the cell number is wrong, and asked him to fix it, that he promised to do. So we left the store. Now 2 weeks later, today I call them and ask if all in as per plan for delivery on 21st. I was surprised to hear that there was no delivery scheduled for next 3/5 weeks for my order (of-course no information was given to me about this delay) and also all my details, Like cell, email was wrong, in the delivery details. Well a case of Salesperson spoiling the reputation of the company, or is the store itself, I don't know. I was able to cancel my order. And Not visiting Ashley Cedar Park ever again. Thanks.

Fast forward. I was promised delivery of the bed items several times over. No call to cancel, no show. I had to follow up multiple times. I was finally promised delivery July 9th. The drivers showed up. I greeted them and was greeted with a grunt. OK. I showed the driver where the items were to go. They disassembled my existing bed out of necessity. 20 minutes later I was informed items were missing. I asked what the solution options were. I was told they could “pile up the unassembled items on the side of the room”. I was told I could wait an indefinite time for parts and a technician. My 79 year old Father and severely disabled Mother are staying with me temporarily, in that room. I explained that was not a viable solution for this reason.

I asked what my other options were. I was told I could refuse the delivery. I felt as though I had no other choice. More waiting and broken promises. And your store costs more, but I was willing to do that because it’s supposed to be good quality. So I refused the delivery and asked if they were putting my room back together. The delivery driver shrugged but seem to indicate they would. I have pictures of how they left my room after I tipped them $20 because I felt badly they had to do more work. They packed up the van and left my room with Styrofoam pieces everywhere and my bed disassembled. Dispatch called me and I was angry. They offered no solution other than to send those same idiots back to my home. I refused that. They clearly don’t give a crap and I wasn’t having them in my home again. I was offered no solution other than to speak to a manager, who never called.

I called customer service. No help. I asked for a manager to call me back. No call to date. By the way my 79 year old Dad and I put the bed back together so we could get my disabled Mother back to bed. I went to the store the same day. I asked to speak to a manager. No manager was produced. I was told by “Elisabeth” that she would escalate it and a manager would call me. It’s now the 14th. No call. Oh, I take that back, some person called me Saturday the 10th to reschedule my delivery (which I refused) and she had zero idea of the previous issues.

At this point, I want ALL the furniture picked up. I don’t want it anymore and I don’t care what the return policy is. If ONE person would have reached out to assist, I might feel different. At this point I want it picked up and I want a full refund. I will continue to tell my 100% true story on social media and I’m telling every person I know about your poor service and horrible quality furniture. I am filing a complaint with the BBB and I won’t stop until this furniture is refunded and picked up. The level of poor customer service and communication is baffling to me, but based on my social media posts, I am not alone. Wow. Just wow.

Immediately I contacted the Ashley Furniture Customer Service number to report about the damaged furniture I received. It has been passed already more than 70 days and they keep me around telling me that they do not have an estimated day for when they will be delivering the parts they ordered and keep saying that it will be happen maybe in the next few months but no guarantee. It is not fair, as I bought it for immediate use and still today my clothes are in bags. I demand an immediate replacement for the damaged furniture that I received and I have paid as "NEW".

They keep delaying the problem, saying they ordered the part and possible be arriving by September. It is very clear they do not want to fix the issue and replaced the damaged furniture. Very bad business practice. They are not accepting returns or exchanges of their damaged furniture. VERY BAD EXPERIENCE... Stay away from this store.

I picked up my furniture on June 30th, brought it home, and as I was taking it out of the packaging noticed that every single piece had a defect. One piece came with a black stain on it, another had discoloration, there was another that had a hole in it, and the rest had strings hanging off of them from the seams as if it were coming apart. I did what anyone else would do and called the number to report it, I was told that nothing could be done unit it had been in my home until 72 hours which seemed odd to me so I asked why they wouldn't want to know this right away so they knew that there was no foul play from customers? I was told that that was their company policy and to call back after that time frame, so that same day I took pictures of everything (which thankfully I still have and they show the date as well of the phone record for that day).

I called back after 72 hours and finally thought we were getting somewhere; Veronica (the customer service rep) worked efficiently and had me email her the pictures so that she could process the claim. She called me back a couple of hours later and said that the claim was denied for an exchange because the furniture had been in my home for over 72 hours...What? I explained to her why I waited so long and then asked her how I can process the return, she told me to go into the store. I went in yesterday and was told that they can't process a return in the store because the furniture was already in my home and they gave me another number to call.

I got into my vehicle and made the call. After speaking with Jerzain (another customer service rep.) and explaining everything to him, he told me that he had escalated the issue and that management was going to look through their phone records for June 30th to ensure that I actually called that day (not an issue with me because I have proof that I did) and that they would call me within 24 hours.

Well here we are today, never got the call so I called the number AGAIN and had to explain everything all over again because you can never get ahold of the same person and the representative actually chuckled and told me that I was not going to get a return because they couldn't do that and that I had to go into the store to do so. Now I am waiting to hear back from a manager as I requested to speak to someone higher up because at this point I am absolutely infuriated with this company and their lack of customer service and professionalism. I will never be doing business with this company ever again nor will I be recommending them to anyone that I know.

We filed a claim, with GBS. Instead of GBS sending someone out examine the damage, my claim was fraudulently denied. The reasoning was, I didn’t have coverage for frame damage. I was in shocked and upset, because I know what I was sold. I went to the Store Management and have had a number of conversations with them. After many conversations, I was told the warranty I was sold was not valid and could not be helped. I no longer want to do any sort of business with Ashley or DSG. I would like them to come pick up their crappy furniture and FULL REFUND of $1,572.52. I have supporting documentation that we are in the right.

I filed another claim on April 24. I’ve checked the status every day. It shows “online review.” I even emailed them three weeks ago, and never received a response. I called today, and they denied my claim over the phone again. The man on the phone quickly mumbled why they were denying my claim. Something about the fabric pulling. I’ve read the terms and conditions. Snags are not excluded. They simply make up an excuse.

It’s this simple. Ashley Furniture uses terrible quality fabrics, and they partner with a super shady warranty company that covers nothing. They may sell “affordable” furniture. However, it’s not affordable when you only get three years of use out of a couch because the fabric literal disintegrates. Now, I have to pay to get my couch taken to the dump, so that’s more money thrown in the garbage. I have messaged Ashley furniture directly, and they also refuse to help.

I had to reach out to them. The woman on the phone told me that Ashley furniture does not provide a comfort guarantee. The store finally did get back in touch with me via email and basically told me too bad. "After review of your account I am reaching out to advise that due to no damage or defect found with the mattress your Return/Refund request has been denied." I did not get a copy of Ashley’s terms and conditions when I purchased the mattress. I received only a work order with a card attached. Had I received the terms and conditions, I would have canceled the order at that time. I would not buy from them again.

Timeline of events: 6/29 Spoke with Jesse at Corp 1:48. Claim number: first ** / new- **. $899.99. 7/2: Christina at customer care only works online and transferring me 1:31 she gave me different number to call. 1-800-477-2222 corporate number. 1-877-314-8457 Indiana Service. 7/2 Sheila confirmed that claim email had been sent. After 35 minutes of being on hold Sheila terminated call 2:21pm. 7/2 Christina transferred to supervisor. 7/3 Fernando - created new case number and escalated to store level! 2:52

7/7 Ashley - customer care stated that she can’t pull up my stuff because her office does not handle Indiana or New York. The office again keeps referencing an online order although I have told them on multiple occasions it was an in store purchase. She refused to pull up either ticket. 4:48pm. 7/7 Claudia: unless I go to Indiana can not get my money. Stores are not held accountable. Everything has to go through store. No help whatsoever. 317-608-5807 Caselton Ashley’s

7/7 store did not answer phone so had to leave a message. Advised a call back by 4pm on July 8th 4:48pm. 7/7 Paula: customer care when selecting different selection other than three stated NY is not in their franchise and sent me to consumer affairs 5:30 pm. 7/7 Reyna at consumer affairs said she can’t help me at all. She is the wrong department. Transferred me to the correct department 5:34pm. 7/7 spoke with store who is supposed to be sending me an invoice. Refused to assist with warranty. Stated I had to go to Indiana to purchase as they do not ship to NY. Asked to place order online and they would not accommodate nor would they send a gift card 5:53pm. 7/7 Ashley at Protectall warranty company. They are having an IT problem and need to call back in an hour. Based on my experience, Ashley home store is liars and thieves unwilling to assist customers after they have taken their money

2 months ago I was told the end tables would be here by July 2 and the chaise by mid July. Now 2022. Really. 1 year to get my chaise. My sectional has been sitting with no end piece already for six months with metal exposed. Do not buy anything right now unless it is in stock. You will not be given correct info on your delivery!!! I turned this in to the BBB and the BBB said they never got a return call from the store. Horrible business practice.

I called back the next morning and Lisa told me I couldn't buy the set, because it had been there for a bit and they weren't sure what they were going to do with it. I commented again that I'd like to purchase it, and that it was shown for sale in the clearance show room, and that I didn't understand why they couldn't sell it to me, especially if they weren't sure what to do with it. I then asked for the mngr that Lisa had spoken to, Ashley. I explained that we'd like to purchase that set, and that I didn't understand why they couldn't sell it, if they didn't even know what to do with it (per conversation with Lisa), because it had been there so long.

He informed me that I had been given misinformation and that he couldn't sell it to me because they don't usually have that set in store, and he didn't have price/barcode to sell it (it's an Ashley brand bed set). I asked if he could reach out to corporate and get price and selling info., and he immediately became defensive and told us "I am not some low level sales person that has to ask others what to do," and proceeded to keep ranting. I tried repeatedly to interject and nicely inform him that, that wasn't what I was implying, and that I was trying to figure out a resolution to purchase this set that was shown for sale on their sales floor (we had found same online but order and delivery time was 3-4 months), and thought maybe corporate would have more info on what we could do, since no one here seemed to know, and it would then take the pressure off this mngr, Ashley.

He again became very defensive, telling us that "he is, the man, the company goes through for everything. That there's no sort of corporate for Ashley Furniture, or person for me/us to contact or go through. That if the corporate (wait... thought there wasn't corporate and you were "the man") wanted to sell that set, HE would be the one to get that info."

I then asked if he was one of the owners or Regional/District mngrs, and he told me "no, that there aren't any, and that he's been in management for many years and knows what he's doing. That if I cared to try and find contact info for Ashley, I could go on their website." Confused I then asked what info would be on there since he said "there's no one in all of Ashley furniture in this area to contact other than him," and he replied with a snide comment that there may be other contact info but he wouldn't have it handy (I find this odd since "HE" says he is "THE MAN" for this store and entire area and has been with this store for so many years").

(He had asked me previously for my customer profile info, since I had said we had purchased furniture there before. I had told him repeatedly that I had bought stuff with my fiance before, and that he has nothing to do with this purchase as I'm the one buying this furniture independent of him, and that I should be treated as such). He then fell back on INSISTING I give him my fiance's name and number to pull up my customer profile. I again told him I would not be doing that, as this purchase was completely separate from him or past purchases (I have left my ex fiance but didn't feel it anyone's business to HAVE to divulge this info to buy a mattress???) and that after they gave me a price and I was able to buy this, I would happily set up a profile of my own, since I was buying this set myself.

He again insisted he needed the info to see past purchases and to contact me with info for this set. I again told him that our past purchases under someone else's acct has ZERO to do with me being treated and respected as a customer myself, and that I had given him and Lisa my contact info to be able to reach me for this bed set. He AGAIN insisted he NEEDED the info we had previously purchased under, to be able to contact me AND have a customer profile for me.

At this point I just hung up. He was ridiculously disrespectful and def has a God like complex. He did nothing to provide customer service or resolution, and acted as if every person walking through their door has to provide personal information, to even be talked to, or given prices (do they price gouge based on previous purchases? Will he not speak to me and is insistent on dealing with my (ex) fiances info because I'm female and can't make purchases myself?).

I then Googled and found a corporate number for California. I called there and explained situation and asked for any info on who to contact up this way. The customer service representative in CA was horrified by our experience and apologized profusely, and in fact DID give me local contact info for my area, for corporate. I then reached out to corporate here, and the woman that took my call here was as apologetic and upset at how we had been treated, and documented it all and forwarded to the corporate regional mngr. and said I'd get a call soon. I thanked her and told her I'd appreciate that because I'd like to see if they can help figure out the price to sell this, so I can purchase it before it disappears or is gone.

Week later, still hadn't heard back. Called and spoke to same woman again, she said she had forwarded msg but that the person had gone on vacation for this new week, and that she'd seen another email reminding them to contact me after back from vacation. Fast forward... I called again this morning, as person was back in office as of last Monday (6/28/21) but still hasn't contacted me. The same CSR answered and apologized again, and said she's sending it on to that person for the 3rd time now.

Mind you... I'm not looking for anything free or discounted, but TRYING to actually give them a sale/my money. If I could have rated this store and experience zero stars, I would have. It's no wonder the pompous store mngr gets away with acting as arrogant and disrespectful as he does, since his superiors show that themselves as acceptable and appropriate customer service and leadership. Very sad, and I will never give them a penny again, and will share this experience with everyone I know, looking for furniture/decor.

First of all a new product that is not functioning properly is a manufacturer defect. There should be no question about that and no parts to order on a product that was delivered to the customer less than 24 hrs ago. If parts are needed immediately after delivery then the item is defective! Ashley should have sent someone out immediately to either replace the chair or made arrangements to have it picked up for customer exchange or refund. Furthermore this service request should have been expedited because the merchandise had just been delivered within a short timeframe.

It has been frustrating following up with the customer care team who has now informed me today that the part was ordered but has not shipped. I am not sure what's causing the delay but the company needs to re-evaluate their return/exchange policy. I'm very unhappy with the responses received from the customer service team. After this experience I'm not sure I would consider shopping here ever again. For me it's not only about the merchandise but the customer service and the company reputation of standing behind the products that they are marketing for sale.

Delivery was done three business days later, 6/3/21, acceptable. Here is where the situation became dicey. When the delivery guys put together the table and chairs, I indicated that there was a defect on the top of the table and the chairs were wobbly. He indicated that they could not address that and that a request would have to put in for a technician to come out for repairs. I agreed to that so long as I was allowed to make the necessary annotations on the packing slip before I signed for the delivery.

The delivery person took a photo of the table top with the defect (I indicated that there was a second defect, but he did not want to take a picture, indicating that the technician that would later come for the repairs would address). He started to make a call with AF to put in a request for a technician to come out for the repairs. He indicated that the call allegedly dropped (I cannot confirm the veracity of that) and indicated he was going to step out to the truck to make the call and return. Ok, so five minutes later, the wife indicates that the driver drove off. What??? I immediately called into AF’s Customer Care center to complain. This is where it really gets interesting.

I was informed that “I had signed for the delivery”. I indicated, No, I did not and explained that the driver just drove off. The Sales Order Terms and Conditions indicates that the customer’s “signature on the delivery receipt acknowledges that you have received and inspected all of your merchandise in good condition”. The customer care agent admitted that this was highly irregular and emailed me my supposed “signature”, which was not mine of course. She then asked me for the signed document I had received at the store. I indicated that I had not received a signed document, other than the CC machine receipt, which had my signature. She wanted to compare signatures, which upset me even more because it initially seemed she was doubting my assertion that the signature was not mine. But if it meant showing proof for her internal records that the signature had been forged so be it.

I emailed the receipt back. She indicated she would put in a complaint on the situation and arrange for the technician. At this point, we were over the situation and I indicated I did not want a technician, I wanted the table and chairs to be picked up and my money refunded. This started a 33-day process, 16 phone calls, sometimes waiting an hour on the phone, speaking with 18 different agents, including two calls and one additional visit to the store where I purchased the table to finally receive my refund.

During the process, they indicated that they would not refund the delivery fees, which I objected to, indicating that AF would have additional issues that would cost more if I decided to pursue legal action based on the forgery of my signature. By the way, I asked during the process the name of the delivery person and of course, this ask was ignored. Because of this, they acceded to refund the total purchase price including delivery fees and taxes.

Towards the end of the saga, I was told by the Escalation Team at AF that the refund would be available to me within 7-10 business days in my bank account. I found that reasonable since I know that is the normal wait time for refunds on credit cards. However, when I called at the 11th day to inquire about the refund, they called the store and were informed that because this was an in-store purchase with a CC, I had to go back to the store with the card for the refund to be processed. Had the Escalation Team member informed me of this, I would not have lost an additional 11 days.

Then when I went to the store, their credit card machine was not working, of course. I asked them to run it again, which they normally do without being asked when they are selling a product. It still did not work, so they indicated that they would have their Corporate Office make the refund, which ultimately happened. I later thought, couldn’t they have done that 11 days prior? In summary, my experience was very poor with the delivery, customer care and unnecessary pressure from my perspective to have them resolve the situation. If they would have acted quickly to resolve everything, I wouldn’t be writing this, nor would I have decided to not purchase at AF in the future.

I realize the issue I'm having wasn't the representative's fault so I tried to be very nice, but they were awful to me and completely unhelpful. I felt like a was talking to an unpleasant brick wall. TOTAL WASTE!!! Also keep an eye on your invoice while checking out. They automatically add a furniture protection plan. You have to make sure to take it off if you don't want it. I WILL NEVER PURCHASE ANYTHING FROM THEM AGAIN.

ORIGINAL REVIEW: Purchased love seat in Feb and was given 16 weeks, which was fine. Received the furniture and the power system is not functioning correctly. The customer rep I talked to said a week. Not sure why they don't sent someone out, told them there was a transformer sitting in the tray. That obviously didn't happen. Talked to them again and was told the end of June and that isn't going to happen either. Talked to someone in Texas and was told the middle Sept, not acceptable. Called the store and now being told the third week of July. I can't figure out what info all these people are looking at. Not sure why I can't be told the truth rather than all these fairy tales. I do recommend Ashley furniture obviously. First and last time I'll use them.

As I explained I felt this was unfair to only now know of this return policy as until the entire set was delivered I could not determine the ill fit. He explained he would have the store manager call me from the Mayo Blvd-Scottsdale store that following Monday. I never received a call and had to call over a week and a half later and at that time was told by a clerk at the store (the store manager was unavailable) that there was no return policy-contrary to what Shane had told me. Once again I asked that the store manager call me but it is 10 days later and still no call. Ashley's in my opinion is an example of very poor customer service, inconsistent statements and doubtful business practices and ethics. I was even willing to take a credit for the furniture as I explained and still nothing! I cannot recommend shopping nor buying anything there!

Also, the extra money I spent on a 5 year protection plan, would not cover it either. Though it was stated that chips, peeling and gouging would be covered, they denied the claim, stating that they would only cover it if it was an accident. So basically if I took a scissor to the table and scratched it, they supposedly would cover it, but not if the table was just chipping. An complete excuse, a gimmick really. The salespeople sell these plans like anything can happen to your furniture and it's repaired or replaced, but they are completely useless...I would even say fraudulent in my opinion, meant to intentionally dupe people.

The local store also likes to remind you that they have very strict rules and no one varies from these rules at all. We have made contact with their corporate people once again and are awaiting an open line of communication. If this gets resolved in a proper manner I think we will be greatly appreciative. However problem is the quality of the furniture is horrible. Completely horrible. I’d hate to even use a credit to spend on anything else there but maybe that’s their goal? Jack you around where it just doesn’t matter anymore.

This particular facility is in Terre Haute Indiana. There traffic flow is terrible at that particular store and the management and staff are very lazy. You can call the local stores phone number from inside the store and no one will get up from the table beside the counter in the rear of the store to even bother looking at the phone. They let it go to voicemail. We had to call them out while standing in the store and ask them, "Do you ever answer your phone, we had to drive an hour to get here because no one will answer the phone." Yes it’s sad.

Price Match Guarantee: If you find a lower price from an online retailer on an identical, in-stock product, tell us and we’ll match it. *For full details, please see information on the order confirmation page after completing your purchase. I called the Corporate office in WI and talked with their Customer service team, who informed me that they will only allow price matches from 6 retailers. If I took the time to look in the bowels of their Home Page I would have known that. This is a prime example of another Corporate giant not giving a damn about the people who buy their merchandise that pays their salaries. I for one am tired of being lied to.

Next, one week before receiving the order I receive an email stating that the product will be delivered 10 days later from the original date with no reasoning for the switch. Customer support had no idea why and was able to transfer me to their distributor. The distributor did not have an answer as to why the date was changed either. They then move the date up to the upcoming Saturday. The distributor who has multiple claims with the BBB took 10 hours to deliver the order after we called them directly multiple times because Ashley would not give a straight answer.

Now the kicker, Ashley then attempted to charge the card on file a week after delivery stating they did not receive the paperwork until then. The card on file was declined because I had finally moved to the new address. I was then notified of the decline two weeks later. When I contacted finance, the first thing they failed to do was politely state who they were and started calling me by first name when I had not said who I was yet. When I asked to speak to the supervisor, Dana stated she was the only individual at the office at that time. I would highly recommend Ashley figure out their customer service because it has become horrible since I last bought anything from them.

On June 8th we went to the order site and saw that it was in stock, but no one called to tell us. We were able to set up delivery for the one in stock, we were to receive it on June 12th. The delivery window was 12pm-3pm. We checked the app and saw it was not moving. We got a phone call at 12:15pm that said they were delayed. We received another phone call 6:13pm that said it would be delivered by 10:00pm. We got a third call that said the delivery was going to be cancelled for that day and we needed to call Ashley to reschedule the delivery "because they drivers had run out of hours for the day". We had wasted whole day waiting for the delivery and so we left and 9:30pm and drove several miles, when we got a call from Ashley saying drivers were 10mins away. We turned around to go back home and soon received a call from the delivery driver saying they were at our house. We were about 5 min away.

They agreed to wait for us, when we got home they were already pulling it out of the truck. We mentioned that they were supposed to pick up the broken one, but they said they did not a pick-up order. So they delivered the new one, but could not take the broken one. That was a week ago, and we heard nothing from Ashley. Today we called and waited about 25 min, before they answered. The customer care representative was very apologetic and promptly scheduled a pick up for Wednesday, June 23rd. He has been the best part of our whole Ashley experience. Meanwhile, we have two 87" long couches, one in front of the other, in a living room that barely has room for one. Hopefully, Wednesday this whole nightmare will end and never repeated again. No More Ashley in this house!!

The company won't admit that they messed up, they told my husband that they would not able to restore the order for the furniture, that we can reorder the items which will further delay the delivery and we won't be eligible for the Memorial Day Sale pricing anymore. We ended up cancelling the whole order and will be taking our business elsewhere. Unfortunately, they say the ottoman was already shipped so they are unable to cancel that, so we have now been charged for an ottoman that we will have to try to coordinate getting returned to them and the charge reversed. With so many other options for buying furniture, don't waste your time with this company!

While I was talking to customer service the same lady from dispatch called me and asked me if my furniture is delivered. I told her it is not delivered and then she changed it the whole story and said my order is a backorder and it might be delivered on the 23rd but she's not even sure that it will be delivered on the 23rd. The bottom line is I've been waiting the whole day to be told that my order is a backorder when the delivery driver call me twice that he will deliver my order? I am so disappointed at this problem is not the first time. A company as big as Ashley Furniture lying to customers is unacceptable. I have canceled my order and I hope I'll get a refund but I am sure I will never go to Ashley furniture again!

Me and my wife after the first experience I e didn’t want to pick something else but we did. The next sofa set that we pick was like $100 more so they even make us to pay the difference (which is fine but at least because all the troubles and times waste they should honor the same price of the other one). So, they told us that will be 4 weeks for the delivery but in the meantime we could keep the other sofa the want that was defective and when they deliver the new one they will take the other on. We went home and 4 weeks passed and nothing not even a call. I call back and they told me that they have problem with deliveries and bla bla bla. Well I went several time to the store and it was always an excuse. I never received a call to advised me of any delays.

After 7 months of calling and spending hours over the phone with customer service and making trips to the store and so many text from them telling me that the shipping is now reschedule to another shipping date. I call again and they told me that the sofa was back ordered and I have to pick something else. I went ballistic again and went to the store and they finally schedule a date to send the sofa set.

The delivery date arrived and they change two additional time before delivering the sofas. When the delivery guy arrived he enter to my house and told me that Ashley didn’t like pet hair and that my sofa have pet hair. I have a dog but he doesn’t get in the sofa also what they expect after 8 months of waiting. Literally were 3 pet hairs between the 2 sofas. He took pictures and he told me that will have to clean the sofa in order for them to take it and he left.

Again I started calling them (customer service and the manager of the store) and they told me that they don’t understand why the delivery didn’t take the sofa (was immaculate except for the 3 hairs). Finally they did the exchange and delivery the sofas on 06/11/2020 nine months after my original purchase. They didn’t offer me any compensation or even decent apology. PLEASE AVOID ASHLEY FURNITURE. The customer service sucks and quality is not good; spend your money somewhere else.

We are furnishing our new home and have worked with several furniture companies this year, this is by far the most disappointing experience. If anyone cares about customer service and reads this review; you will do so much better with customers if you set their expectations at the beginning of the transaction rather than stringing them along. We purchased a bedroom set and dining table from a competitor and they were upfront so we were okay waiting 12 weeks for the items. What Ashley has done is unprofessional and certainly not the way I expect to be treated as a customer.

After three cancellations, my husband went to the store and finally we were able to get them to agree to deliver our mattress. The delivery men were extremely nice and helpful, though they did arrive 2 hours after the promised time. The total lack of communication was extremely annoying as were the delays and their twice 'losing' our order. I would not buy from them again and definitely do not recommend Ashley.

About two weeks later we received another text about an item that was being delivered. Excited again we took our bed apart and yes, they arrived to put our bed together. As the crew put it together the company only sent half the bed. So, the crew left and said Ashley would contact us which never happened, so obviously we called to complain. They made us order the other part of the bed because apparently, our experienced salesperson did not order our bed correctly. They said they would not charge us for delivery but they did. Two weeks later we tried this disaster again, and again this terrible company did not get it right. They did not send any hardware to put the bed together not to mention the delivery people had damaged our headboard and light.

So we called again and filed a complaint, sending pictures. We were told all this crap was reordered and all that showed up was a lamp. A few weeks later we followed up and were told the headboard and hardware was never ordered like we had been told it was. WTAF!!!! So, weeks later hardware had finally shown up. We have yet to see a new headboard or have any human being actually put the bed together that we paid for, and have been paying for, and was told we would not pay until delivery. Ok, So it is now 2 days from June and we still have no ** bed put together.

We have had no refunds or help!! This place totally blows and will not follow up or help you. DO NOT ORDER ANYTHING FROM HERE!!!! Worst customer service ever. Did I mention out of the dozen of calls with managers it's a whole day event and nothing gets accomplished. We are super irritated and will never order from here again and will always tell our horrible experience to everyone because no one should have to endure the same thing. Just stay away!

When we were communicating with the sales rep and the manager, we explained our situation that we were currently using our guestroom to sleep, and we came to Ashley to specifically purchase a bed and needed the bed to be delivered asap. They assured us that we will be receiving the bed on time by the 25th of march. In March, the store customer service rep called us and said that there is going to be a delay because the bed is custom (California King) and they don't have it in the stores and it's the pandemic and some other stories that they have to tell you when the order is delayed. Now the bed was supposed to be delivered on April 19th. April comes - another phone call - "Sorry the delivery is now in June." Are you kidding me? That is over any promises that the store employees have originally made and it's over 18 weeks for delivery and it's 4 and 1/2 months until the bed can be delivered now.

I was vivid and I told my spouse, "Let's go to the store and find out what they have available for delivery now and we will cancel our order and will just purchase what they can deliver this week or next." Another sales rep was running around the store, the same manager was there. The new sales rep said to us - "Of course, we can find something for you to be delivered by the end of next week." We settled on the bed and found a mattress and were willing to pay a little extra, explaining that my mom is coming to visit in June, and we will not have anywhere to sleep because she will be in our guestroom, so we need this bed yesterday.

Finally, the sales rep goes back to the manager to run the numbers on a couple of options and the manager said that the mattress is the problem and it will be delivered the third week of June, the same time our original order was supposed to be re-re-delivered. We said, "You know what, we already have ordered through you and the order is paid in full and we wanted to cancel it and get something else instead but sooner." The only thing that we were waiting on per the phone call from the customer service was the rails for the bed. We were very upset, and at that point we told them that we will cancel and go to Haverty’s Furniture or Belfort Furniture instead.

The next day (the news traveled fast) we get an email saying that, "We will partially deliver your order this week." Ok, first good news from Ashley, my spouse took a day off, they said, "We will not deliver your dresser as it didn't pass our inspection and will be delayed again but we can deliver the bed parts with the mattress without the rails." The delivery crew comes in to drop what was available and the footboard breaks and is chipped, and then the rest of the wood was cracked and was coming off - delivery crew called the store they said they have to take it back and order another piece.

What we have right now (as of yesterday) are the headboard and the mattress. Wow! So unprofessional and all lies, don't believe anything they tell you or promise to you - they are "cliché salespeople" and just want to make a sale using whatever lies they can come up with. The very disappointing, unprofessional, and not untrustworthy approach to do business by Ashley.

The dining room table and barstool/chairs. OMG. The screws in the back of the chairs (at least). Some are razor sharp and the first time I encountered one of these razorblade screw heads I actually drew blood. Also, several of the chairs/stools (well, at least one) leans and appears to be out of alignment. The leveling legs on the chairs were ALL loose and all the chairs have to be periodically releveled. They need larger or tighter threads on the bolts. But....Reported but never fixed. Computer desk in the office? Actually GREAT. But it came from a 3rd party vendor. The Couch. It is POORLY stuffed. Took MONTHS to get delivered.

Coffee table. This was damaged, dirty and had a poorly applied finish. The table top mechanism was sprung. They were incredibly nonchalant about this. They got upset at my wife over the return. We sent it back. Decided not to have a coffee table and bought an end table which is good. NOW we get to our cry of anguish and request for help. FIRST. I emailed the CEO, a guy named Todd R. Wanek. Absolutely ignored me and did not refer my contact to someone. HE'S where the buck stops. It's his, so to speak, company. I'm sure he's a busy fella but a shepherd has to mind their flock and I don't think he's doing that. I finally did get to the support staff who assigned me a case number.

I've contacted them several times as I didn't hear back from them after that. They said they are "monitoring my case for any updates". They claim they've tried to contact me and left voicemail. NO. THEY DID NOT. They have done NOTHING. They have ignored me. I've got a "non-local" Area Code that is similar to the local one. They might have misdialed. I like to give everyone the benefit of the doubt when I can. Isn't that what reasonable people do? I tried but I just can't. I am just too disappointed. The company, after the sale, is awful. They don't seem to be very responsive to the customer. I'm sure in many cases they are but not in our case. The store staff DO care-- they are GREAT but I think they are limited in what they are allowed to do.

The bottom line is that I will not use Ashley again. I do advise you to go somewhere else. Good luck to those who do use them and best wishes to the Ashley staff on the front line. Ashley has a problem and they need to fix it. I can foresee them filing bankruptcy in the next 5 years or so. This review alone will ultimately cost them $50,000 (maybe less) in lost revenue. Much more than doing the thing right costs. There's another Home Store company here in town that I like. Great discounts and everything is in stock. Next time we will use them.

The phone calls begin and I am told a tech will come out for the drawer and the rest of my set will be here in March or April. I am beyond frustrated at this point. The tech finally arrives after several phone calls and he spent 10 minutes here and stated it could not be fixed and I will receive a phone call in 24 to 72 hours. Still have not received the rest of my Set mind you. I now make a phone call to the Middletown store yet again and talked to the manager Nick to tell him the continued story but to also find out where the rest of my set is. He at that point stated I would get a 240.00 credit and he will get the rest of my set to me. It is now the middle of March and I finally get the rest of my set but the dresser draw is still broken. I call yet again and was told the tech stated I was not happy with the way he fixed it in which I stated they need new techs.

We now set up another appointment which mind you I have to take yet another day off. Finally I get the drawer fixed thank God. At this time I realized I have not seen a credit which the manager promised. I called and was told I was only going to get 100.00. I am so disappointed in the customer service I received. They received the money December 2nd in full. The salesperson Suzanne got her commission and I did not even get a phone call to see if I was satisfied or if they could help. I wrote a letter to them in which they never responded.

They lost a loyal customer as I have been shopping there for years all because their customer service was terrible. I would have thought with all that has gone on with Covid they would have welcomed a sale like that and appreciate their customers. Well I was so wrong. I can not speak for all Ashley’s stores but I do not recommend the Middletown NY store. To date nobody from Ashley’s has called in regards to my complaint instead they ignore the situation. Why? Because they got the money. I am in customer service and I appreciate my clients. If I ever were to treat a client like this I would be fired.

The mattress that fell out was in bad shape and the mattress bag was completely torn. I felt bad for the other customer who was having this product delivered later. The installers then continued, to bring the furniture in and had dragged chest of drawers across my laminate floors. I had to say something and they stopped and had brought out moving blankets. As they were bringing the furniture in, I was inspecting each piece of furniture to ensure nothing was wrong and had noticed that my daughter's dresser drawer was not closing leveled like the other dresser drawers. I had said something to the installer and he didn't care and had ordered me out of my daughter's room. The installers were in a major hurry because they had 16 more stops to do.

I had attempted to call Ashley but they were not open yet. In addition, I had paid $300.00 for a premium delivery that the installers did not complete since they expressed that they do not deal with electrical even though Ashley Furniture assured me that they will install the USB ports on each of the night stands. I was finally able to reach Ashley when they opened, and I found out that they use a 3rd party delivery and installation service. Ashley corporate is nice and they had sent out a technician to do repairs on the dresser which was unable to be fixed and a reorder had been placed. Plus, I am still waiting for reimbursement for the $300.00 delivery which they are still currently working on.

It was only after placing an order online for a bedframe from them that I realized that both the 5 year warranty and premium delivery are an upcharge, raising my cost 400$ more than I would have agreed to had I known. My salesman added that to my total without explaining any of this to me. Not only that, I found out after the fact that he put bar height barstools instead of counter height, like I requested. On top of that he made me sign more paperwork than a car dealership, where somewhere like Wayfair, you can place an order after a few clicks. Even on Ashley's website, you can buy furniture a lot quicker and easier, so I'm not sure why their buying process is different in store. I wish I could say this is where it ended, but it just gets much worse.

After realizing I had been charged an extra 400$ for services I did not want, I reached out to their phone support. After being on hold for nearly 30 minutes, I finally get ahold of support who tell me that they can't do anything and I have to call the physical store location. When I called the store location, they never picked up. The phone was on hold for over 2 hours and all I heard was there horrible hold music. I tried multiple times to call back and never got a hold of anyone. So I called the general support again and explained the situation where after a while they were finally able to connect me to someone at the store.

The person at the store told me that they were able to remove the premium delivery and 5 year warranty and after they put me on hold to do so, they came back and said "now all you need to do is come in to get the refund". A store that was a good 40 minutes away from me, so I was pretty thrilled about that. Not only did I make the trip to get my refund, but I got to make the trip a second time too because I hadn't realized they put the wrong barstools on my order until later. I did try initially getting my barstools refunded through their chat support, who after 2 hours said they were successfully able to cancel the barstools, however I never saw a refund. So I went in the store to check because that location doesn't pick up their phones and sure enough they didn't cancel the barstools and I had to get a refund then and there.

I received my bed frame with minor damage in a spot that was well hidden so I dare not try to go through their support and just cut my losses on it. A week later, my desk has arrived and it, of course, is badly damaged. The table top is cracked and two of the legs look like they got ran over by a semi truck. As I write this, I have been on hold for an hour and half and once again, I am not able to get ahold of anyone from the store. I fear I will once again have to drive back to the store to get any assistance and I also fear the condition my other furniture will arrive.

An absolutely horrible experience to the point where I can't believe something like this still exists in 2021, especially as a major furniture chain. I'd rather eat dinner on my floor than buy furniture from Ashley again. Looks like I'll have to anyways because of how long their deliveries take. Run.... There are better stores with just as good furniture who might actually value your time and business.

Our salesman told us that with this plan, that costs extra, every little thing is covered and it is so easy to just have it replaced. He gave us a ton of examples of things that could happen, a stain from the kids eating chips for example, and said that they would send a replacement no questions asked. Not only do you only get 1 replacement EVER but there are so many loopholes to what is not covered that it has yet to be worth it for us. We bought a sectional, two queen size bed frames, a Cal King bed frame and box springs and a matching bench, all that were supposed to be covered and we were looked right in the face and lied to. Then I tried to call the store manager and speak to her about it - she wouldn't even get on the phone, just told whoever answered that she was busy and that salesman no longer worked there. Great customer service Ashley's. My advice: go anywhere else or go in with zero expectations.

I called and spoke to a customer service rep on 4/27 who stated she would order the hardware and that it would arrive in about 7-10 days. I disputed that I should not have to wait so long after already haven waited a month for the bed itself to arrive. Couldn't someone from the Wilson Store just travel the 10miles to our home to have the bed put together, I asked. Her so unconcerned response was that is not how their process worked. Her tone was very unconcerned and frustrated of my complaint. Never once apologized for the trouble.

I hung up with her and tried chat. I ended up even more frustrated. Chat rep asked for my order# and once I provided it to her from what was on my receipt she couldn't locate it. She stated she would try to transfer me to that area.... I can only assume she meant "North Carolina" which should be something they need to fix in chat. They need to have you choose your state and city prior to just any Rep connecting to you. I called customer service due to the frustration via chat and asked for a Supervisor.

Spoke to Shai, not sure of correct spelling but it is pronounced Shy. She stated she saw hardware was due to arrive to me end of May (which is opposite of rep 7-10 day previously). That being a dissatisfaction to me she said she would see if they had parts at her location (which is nowhere near Wilson, Nc) and have them send it versus waiting end of month. She said she would follow up with me herself and that after bed is put together I could call back in for a certain percentage of reimbursement for my inconvenience. Today is 5/04 and no update did Shy bother to call and provide me. I will be calling back again, today.

At this point it is not about the reimbursement. There should be something refunded back to me for all this trouble, yes, but that will not satisfy. I will never purchase again due to this experience that has shown to me their lack of professionalism via customer service and they have no quicker methods to resolve issues such as mine. This is what happens when companies want to deal with all these third party vendors. Dealing with third parties leave huge gaps in appropriate communication between everyone. Ashley should always confirm with their third party delivery drivers that they have what they need before entering their customer's home.

Update: I was typing this out while on the phone with another Rep. Rep stated Shy made a call about the hardware on 4/28 but remember above, I called on 4/27. Even as a Supervisor she had no concern to look into it same day. She stated to me on 4/27, "I will be looking into this as soon as we are off the phone." Apparently that didn't happen. So then I was asked...."They would like to know if you would like to drive to the distribution center to pick up your hardware". I don't know who "they" are she was referring to but The answer from me was NO!! I proceeded to tell her, "I am not willing to drive over an hour to the distribution center when you could have it express shipped to the Wilson, NC store." I will drive 10miles to the Wilson Store but I'm not driving close to 2 hours to a distribution center.

Per Rep, shipping to Wilson location not an option so they will UPS it to my home. After I receive it I have to call customer service line, again!, to set up a time for someone to put it together. After it is put together, I have to call back....again, to receive some form of reimbursement. Again, I will never shop at Ashley again. I will never refer anyone. This has been a horrible, may I add first time, experience.

After walking the whole store with no assistance, I noticed one of the workers who ignored us frantically and professionally attempting to assist a customer of another nationality, answering all her questions but ignored us. I understood at that point he must have believed she was the only one with money and not us. Clearly if all 3 of us were purchasing bed sets we had the money! Deciding who to help in your store is not ok and will be reported. The salesperson was so busy on her cell Phone she didn't notice us leave either, oh well that was a big loss of money for that location and we will NEVER do business with Ashley again since they didn't think our money was good enough. Tomorrow we will purchase from a local company that wants our business and understands money is money and will appreciate us for patronizing their business.

I called customer care again and they said to expect a call within 7-10 days. Weeks later, I never received a call. I even started getting billed by Synchrony Bank (the company I was financing through). I called customer care to see what the status of my order assembly was. I was told that my order was marked "complete" in the system and I had to explain everything all over again to the worker on the phone. Finally, they sent a package in the mail that would have the correct parts to complete my assembly. On March 23, 2021, Customer Care said the earliest they could send someone to come out was an entire month away! I asked for a sooner date since I had already waited over a month with no assembly, because of Ashley's repeated negligence and errors. The associate told me someone would come out the next day.

The next day came, and no one showed up. I called back and asked to speak with someone at corporate. This person promised that everything would be resolved in a week (on March 30), and if it wasn't, then I could cancel my order. On March 30, workers came out to assemble the legs. They appeared to have put the legs on and set the couch up. Everything looked fine. As soon as they left, I sat on the couch and one leg fell off! It became apparent then that they only installed 3 out of the 4 legs! In complete disbelief, I realized that they propped the 4th leg up to give the couch the appearance of being "showroom ready," but they never installed it. I called customer care again, and they said they will send someone out the next morning. The next morning, no one came to fix the sofa.

When I called customer care again, I asked to speak to someone at corporate. This person told me that they will send someone out to fix it on April 30 (an entire month away!). And they refused to let me cancel the order, which was the verbal agreement with management on the phone on March 24th. Having me wait for that long, for the company's repeated blunders and mismanagement, is in no way okay by anyone's standards of customer care. In our original agreement on November 15 (when I first made the purchase), Ashley agreed to assemble and set up the furniture and not charge me until it was complete. They did not uphold their side of the agreement. My sofa was never assembled, after numerous attempts.

And after all that I'd been through, they would not let me cancel the order. They would not send anyone to pick up the sofa. They would not expedite the process. They would not send me an adequate replacement sofa. They would not let me return the delivery. Every time we spoke on the phone, they repeatedly reassured me with promises of compensation to make it right. However, they refused to discuss compensation with me, until everything was finished. Which in fact was never a "discussion" at all. It was them telling me they would take off a mere $75, take it or leave it. This felt like a slap in the face after all the lies, false promises, disappointments, unprofessionalism, and having to live with defective upside-down couches in my living room for 3 straight months.

And with as much "fixing" that's happened to the sofa repeatedly, with so many different people coming in and out, handling, flipping, drilling, hammering, etc over the past three months, it's in pretty shabby, wobbly condition now. It's been a never-ending nightmare. This company had the power to try to make things right by either letting me cancel the order, or at the very least compensating me for my troubles appropriately, but unsurprisingly, they refused. They trapped me with no way out. I was strung along by this company, for many months. I have never been treated so poorly by a company. It feels so horrible to be treated so badly, and for them to show so little care for their customer.

Of the times I have gotten through the person who answers the phone is always pleasant and understanding. I have been promised that a "technician" will call me tomorrow, in a few days, next week. I've had scheduled repair visits and I have not yet been called by anyone. NOTHING. I call every few days and get told the same thing EVERY TIME, "That isn't our department, we have no control over that, they are a third party repair and we have no direct contact." So the bottom line is, Ashley Furniture isn't interested in backing the product they sell. They are interested in the sale and nothing after. If you want furniture with zero satisfaction or support on the warranty then Ashley is the store for you. These will be the last items I buy from Ashley.

I told the salesman (Tre **) this was not acceptable and wanted refund. He said he would refund with 10% penalty. I told him, "Hell no. You're not stealing my money when you have not done anything for it except waste my time and pissing me off then lying and selling stuff you can't deliver." They have not even made the damn furniture yet. And good luck trying to talk to someone that knows anything. They accidentally hang up and say, "Ooops we must have gotten disconnected." Still waiting on a callback. Going to file small claim action in court to recover money. WHAT A CRAPPY COMPANY.

When it was all said and done, the Premium Protection company (GBS-ProtectAll) says that Ashley sold us a policy that does NOT cover our loveseats as the plan we have is a higher value than our purchases. I have been trying to contact Ashely and cannot get anywhere but customer service. Oh, the store manager called and left a message on my husband's phone (he cannot answer at work) and stated there was only one plan. That makes no difference to me or GBS PROTECTALL. We are stuck. I am continually calling them. AND trying to call ^ plan to spend all day trying to reach them. I stayed on the phone for over 2 hours waiting for someone to answer MANY, MANY TIMES. Completely disappointed in this company. DO NOT BUY ANYTHING FROM ASHLEY FURNITURE. If they fix this complaint I will rereview.

SALES TEAM WAS OKAY BUT THE MOST IMPORTANT PART, THE DELIVERY, IS TOTAL BOGUS. Ordered 2 accent chairs and a sofa on 03/27/21, scheduled for delivery on 04/06/21. No one had the formality to call and say we’ll be waiting on nothing that day. 04/07/21 we called customer service, was advised delivery was rescheduled on 04/08/21. No biggie, what’s 2 days more. 04/08/21 nothing. No one called, emailed, reached out to let us know why no delivery was made.

Emailed the sales associate, said delivery was rescheduled to 04/14/21 for whatever reason. 04/14/21, sofa and 1 accent chair was delivered. Delivery guy said factory/distribution center only had them load 1 accent chair instead of 2, they did not know why. Delivery guy said he reported it and that someone from store will reach out about it. No one did. Called the next day, customer service said both accent chairs were available for delivery on 04/14/21, did not know why distribution center only loaded 1 accent chair since both chairs are available for delivery since 04/08/21. No worries, they’ll fix it.

They scheduled the one missing accent chair for earliest delivery on 04/20/21. 04/20/21, 8am-ish. Delivery guy called and said they are 20mins out and that to make sure someone will be there to receive product. Finally. Waited the whole day (my night shift butt did not go to bed until 4pm waiting for the freaking chair), and you guessed it, NOTHING. No call to inform us of any changes, or delivery problems, or whatever issue it was that our chair was not delivered.

AGAIN, we were the ones who needed to reach out to the customer service to find out why no one came to deliver our stuff. Were advised by customer service that our chair was available on 04/19/21 but was taken off of the truck manifest that was supposed to deliver on 04/20/21, no stated reason, unable to explain how someone called and notified us on the morning of 04/20/21 that delivery is on the way despite no delivery was ever going to be made. Per customer service, earliest possible delivery of that same exact chair that was available since 04/08/21 is now **04/26/2021**.

This is the most ridiculous thing I have ever heard in my entire consumer life. Unbelievably infuriating. ETA is not an exact date, it can change, I get it. But don't have us wait on "scheduled and confirmed" days and not show up, not even have anybody tell us we are wasting our time. Side note: Ashley Store in Joliet, IL listed their phone number on the receipt, on Google and on their associates’ business cards but no one ever picks up the damn phone. We called them not less than 50x regarding this matter and no one ever reached out to us. Customer service associates have told us on every call we made that they are reaching out to the store and that someone from the store will call us, NO ONE EVER DID. YOU’RE ALL HANDS ON DECK ON POINT OF SALE BUT WHEN THE DELIVERY TIME COMES, YOU’RE ALL **.

We called the person who sold us the furniture and he said he would get involved and take care of it. We never heard from him again. I called the store asking for him again and got another sales rep who said she would get involved and take care of it. I never heard from her again. I called the store to talk with the manager many times and he will not take my calls. I talked to a customer service manager at the store and she was supposed to get it straightened out. I have never heard from her....NEVER NEVER buy from Ashley Furniture again. This is the worst experience I have ever had. 16 weeks after paying for furniture and we still do not have what we paid for.

Finally 11 days later and a 20 wait on the phone, I got someone who was able to cancel the whole order. I was so frustrated that I had over a week of not being able to get the money back nor know if I even had an order placed. They were extremely difficult to get ahold of. The chat kept telling me to call a number that was not Ashley's. Their email address kept returning my emails as not a legit email. I submitted at least 6 cancellation requests online with nothing done. I tried filing a dispute through PayPal but you can't until the money posts or until it has been pending for 29 days. My bank wouldn't allow me to dispute either until it posted. When you spend over $1000 and have no idea what is happening and you can't get ahold of anyone nor file any disputes is extremely nerve racking. I finally got it resolved, but I will never buy from them ever again. I am extremely disappointed.

She told me we should have refused the delivery because of the damage. I did try to refuse but was told by the delivery persons that I just needed to call the store to report this damage. The manager could have cared less despite spending thousands of dollars at her store. Trying to reach "guest services" where you need to call when something needs replacing or to schedule a service call is a job unto itself. Today was my 7th call to guest services. We are still waiting on another piece of bedroom furniture that keeps getting pushed back month after month from the original order.

I could go on and on about this horrible experience. Had I known or read the multitude of negative, one star, reviews I would have never bought furniture from Ashley. The reviews I read have all been written in March and April 2021 so it appears something is seriously wrong with this company. If you are reading all of these 1 star reviews, be warned and consider that in the past several months there has not been one good review. My advise along with the many others- DON'T BUY ANY FURNITURE FROM ASHLEY!!!

We went to the store and talk to the manager, long story short 4 weeks later they would deliver it on a Fri to our house. They did. Two pieces were missing. They gouged the brand new floor in the bedroom and the lounge has a broken leg. We canceled the ottoman and are still trying to find the bench for the DR set, no can tell us what happened to it and where it is!! This was an 18000.00 sale for the store and now we can't even get the manager to talk to us.. If this was the last place in the world to buy stuff I would live on the floor. Never ever again will I spend 1 penny with this company.

The rep said I could go into my local Ashley store and pick out another set. She assumed I was near a store...she assumed I had transportation. What if I had a disability? And I wasn't offered any form of compensation for the inconvenience. So I CANCEL my ENTIRE order. Oh did I mention when I called to reschdule the 2nd time a representative confirm my order was sitting in a warehouse waiting to be delivered to me...and that's how delivery date of April 18th came about. I'm frustrated and DISAPPOINTED in the manner in which this company provided Customer Service to me. This company suck big time! Andrea

Now I have to eat with 5 kids at a table with no chairs. They may be the worst customer service when it comes to making the process of getting furniture extremely difficult. Every person you talk to tells you something different. You have to call the store 5-10x before someone will even answer the phone. Will I buy from here again after paying so much money, waiting 6 months and then being lied to about delivery items. Probably not and I will Make sure to tell as many people as I can about the situation.

I will also make sure I will write reviews everywhere I can about how horrible of an experience this has been. That also goes along with how difficult it is to get my gift cards which was complicated and took weeks. Everything about this process has been a nightmare. Don't ever buy from them. Find a local store and just pay a little more to not deal with the headache of Ashley's furniture. Did they do anything to make it better..Nope. Nothing. 1-10 rating is what they deserve.

Last week they were to send it. Ever came. Called office manager who said because a part of the purchase was paid on their company credit it took too long to deliver and they cancelled the order. I told him I want my money back. No reply..I told him worst experience ever. He replied .."That’s your opinion." 3 other items undelivered still. Never buy from this retailer. They do not deliver what they promise.

When I spoke to Ashley today (after my furniture has been paid for in full) they tell me that replacement is compensation. I have taken off work, I have stayed home for hours waiting on these deliveries and I am told in the print of the contract that replacement is compensation!!!! Now I am being told I should have refused from the beginning however with no bedroom furniture for months, that was hard to do living on mattress on floor and no dressers. UNBELIEVABLE!!!! I would NEVER recommend this company to ANYONE!! This is a poor policy and I think I will be calling a news channel next. PLEASE do not buy from them!!! Save yourself the aggravation!!

I continued to check the website and got the same message as before. So I called the store again on March 7 and was transferred to “Order Management” where I had to leave a voicemail and the recording said to allow 24-48 hours for a response. I receive no response. I called the store again on March 22 and spoke directly to the sales person I dealt with in January. I was told the delivery was set for April 3. On March 31, the sales person called me (the first time contact was initiated by Ashley since the placement of the order) and was told delivery was pushed out to April 15.

On April 10, I went to the store and spoke with directly with the sales person, who checked with the general manager who said the recliner was in, but the sofa would not be delivered to the store until sometime in June. It would be one thing if I was told in January that it might take 4-6 MONTHS to fill my order. But that’s not what I was told. Ashley failed this customer at every turn. No, they’re not responsible for the delays due to COVID. But they are responsible for being truthful with their customers. And to be proactive in communicating with those customers when details of their order change. They get ZERO stars. And Ashley, you can take your credit card at 29.95% interest and put it where the sun doesn't shine.

It was just a buffet stand. Lol! Also told I’d have to wait another month until it’s shipped. So did they pick up mid shipment and take it back to the warehouse?! Lol! SMH!!!! Thennnn told I may have to wait 4-5 months for my item. Huh, then why does it clearly state usually ships in 3-5 days?!?! This company is full of liars and lazy people. Management is basically worthless. Been told, a handful of times, that this manager and that manager will look into it. Told they sent an email to the warehouse. Yet, I get ZERO follow up!! No email, no phone call. Nothing!! DO NOT PURCHASE ANYTHING FROM ASHLEY FURNITURE!!!!

Just before our first delivery we received a notice that neither were actually in stock and we would be a month out still. The first one (a buffet) was delivered and not only was it the wrong color (we picked out in store with bright lighting on it, a Carmel stained (medium tone) & it came very dark stain (between Ebony & very dark brown), the wood was not smooth and seemed rushed or thrown together with left over wood and ALL hardware was very loose, falling off of which I personally fixed everything and the backside (wood) covering was oversized and in a very sloppy fashion just screwed down tight with the edges overlapping the edges as if someone just didn't want to bother doing a good job but it needed to be cut down about 1/4 inch to actually fit where it was designed to.

In addition the back right leg/foot was broken. It was such a hassle and we had to wait so long for it to be delivered, I chose to keep it and call to have it repaired by a tech at our home. The tech came about 2 weeks later and did absolutely NOTHING worth waiting around all day off work for and taking off work. All he did was put some sort of melted plastic to cover the broken leg/foot and just screwed down tighter the oversized wood backing. REALLY? What a waste of time, my teenage son could have done better than that. This is a 1600.00 dollar buffet! What needed to happen was the wood backing taken off and cut with a circular saw to actually fit where it was designed to fit and the melted plastic band aid to fix the broken foot/leg may have been acceptable if it was down to not be still noticeable and sloppy! THIS IS A JOKE...

Almost a month later the second piece was finally delivered. When it was delivered it looked fine but ALL mounted hardware was so loose it was ready to fall off and I had to fix all of it myself. Now that a few months have gone by, the painted metal parts on the furniture have all the paint flaking off when you touch it. I also noticed that the metal was not primered to ensure the paint would stick to its very smooth surface. No wonder the paint is all coming off. Anyone who makes furniture or works with metal, knows that a smooth metal surface either needs to be ruffed up a little or better yet have a primer to ensure the paint sticks. This is not only sloppy but a very rookie move.

So the end of the story is we are many months out and still have the wrong furniture color delivered, super pathetic repairs (if you can call it that) done and now all the paint flaking off the second piece and now I have to take a 3rd day off work in a year of COVID pandemic, loss of much needed work with a family of 6 to provide for which means another day of loss wages to fix yet another problem from this very poor, not professional, low quality craftsmanship and beyond bad customer service/repair work. NEVER AGAIN, I will not make the same mistake of Ashley's a 3rd time. I also have more than 20,000 social media followers who will see this posted. Bill ** (Gisela **), **

In the month of July 2020 I returned to the store to dispute this incorrect amount I was charged. I was brush off by the operations manager who told me the matter was out of the stores hand and that nothing can be done in-store. Thereafter I disputed the charge directly with synchrony bank submitting my original receipts. After an investigation was completed synchrony bank told me that Ashley Furniture was still reporting that I purchase 4 pillows and that my balance would remain the same. I once again went back to the store to find out why Ashley Furniture was falsely reporting that I purchase 4 pillows, and once again I was told by the operations manager that nothing can be done and that I need to call the "Charge Back Department".

After numerous attempts to get this situation rectified over the phone with corporate I was also told that customers aren't transferred to the charge back department. I even had a rep on the phone tell the operations manager in-store that customer aren't transferred to the charge back department. At this point since I was not being helped by anyone at corporate or in-store after numerous visits to the store I decided to dispute the charge again with synchrony bank and report to all 3 credit bureaus that this charge of $1,045.16 was fraudulent on part of Ashley Furniture and synchrony bank. Thereafter synchrony bank took it upon themselves to close the account which by law a credit account is not suppose to be closed during an open investigation. In January 2021 my credit score dropped 54 point due to this chaos Ashley Furniture created for me.

At this point I am stressed and didn't know which way to turn. In the month of March 2021 I decided to go to an Ashley Furniture location in the Bronx N.Y to find out if what the Yonkers location operations manager was telling was factual. The manager at the Bronx location told me that this whole situation should have been handled in store and was puzzled why it was not. I was told that an email should have been sent by the operations manager that would have corrected the error. That same day I called customer care and finally spoke with someone who in fact assured me that this situation should have been handled and can only be handled in-store because Ashley Furniture can only send the creditors the amount being charged based on what is being reported by the store location.

That same day I went back into the Yonkers location furious and disgusted by the lack of empathy and lack of knowledge or just an unwillingness by the operation manager to correct this issue after 8 months!!! Once again this manager told me nothing can be done and that it was out of the stores hands, I even requested that she check the cameras so she can see me and my husband walking out the store with 2 pillows !! I also told her what I was told by customer care and she told me that they need more training at customer care and told me false information. Come to find out after maybe 15 visits to this store in regard to the same dispute over a period of 8 months of me telling this same manager I purchase 2 pillows she herself was reporting to Ashley Furniture that I purchase 4 pillows when all she had to do was follow up with the salesman to confirm I purchase 2 pillows or at least look into the matter which she never did.

This I know now because I ask if she ever sent an email to the charge back department and she told me yes she did and that she told them that I purchase 4 pillows. Once I refused to leave the store and was force to raise my voice this manager finally decided to fix the amount I was charged to the correct amount of $522.58 for 2 pillows. It took her literally less than 1 minute. 8 months of stress and agony was correct in under a minute and all this time could have been corrected that easily with the click of a mouse. I will never again shop at any Ashley Furniture home store and I will make sure no one I know looking for furniture will shop at Ashley Furniture home store. This experience was horrible, and it has affected me emotionally and financially in regards to the drop in my credit score. The Yonkers operations manager should be fired immediately.

When opened the entire box on that side had been crushed and opened at one point. Why would you even give a customer this??? Took the vanity out and the bearing and slide for drawer is in the bottom of drawer. Also missing all hardware. Immediately text my customer service person with photos and description. Nothing!!! Called the Fort Mill, SC location twice was hung up on. Finally got someone to listen, but she ask for more photos which you could obviously see the damage but was told it could be a box and not drawer. So now wait another two weeks for hardware and new drawer. So now wait for damage item to be replace and hardware. You can overnight a small bag of hardware??? Don’t buy if you need furniture that is not damage and get good customer service. Now you know why they give only 24 hours for damages, cause they avoid you for those 24 hours!

I have called the store and customer service several times a week for months with no response or call back. No Apologies, No Reason, No Communication. This is the worst Experience. We received the mattress one of 10 items we ordered. I have been trying to exchange the mattress for 2 months, because it is not what we wanted -No Call, No Help, No assistance. It just keeps getting worse and worse. If I could I would give it NO STARS. Find somewhere else!!! DON'T DO IT. DON'T FALL FOR THE LIE!!!

Now we are here after the 5th rescheduled delivery date - 4 months later. So now we are ATTEMPTING to cancel our orders, considering they already have my money, and I cannot even get an agent on the phone, which is required to cancel my order. As for customer service, they have been absolutely no help at all. I have had to call multiple times for updates on my orders, to find out my deliveries have been rescheduled, then to be told they cannot even guarantee that date. Here's an idea, stop advertising massive sales when you clearly cannot fulfill your orders or handle your customer service volume.

4th call I was on hold for 20 minutes and got a recorded message that I should leave a voice message and someone would get back to me, the call then disconnected. 5th call I was on hold for 15 minutes before someone answered. I told them about the email with pics and they set up a date for a technician to come to my house to make the repair....2 1/2 WEEKS LATER! I will NEVER purchase anything from this company again - it's not worth the hassle.

By the way I am still waiting for them. It’s been over 2 months. Can only deliver when it is convenient for them and the technician that is supposedly going to fix the frame here instead of just sending me a new one. So I ask if I can pick them up since the cushions are ready but they can’t come out for another month. She said yes she would get them sent to the Hamilton store for me. Give it a week. Go to the store. They are not there. Again call (customer I don’t care) should be their name. Talked to a lady. She said they were never sent and won’t be as they can’t send them.

I don’t think I need to say any more other than I kept my cool through the whole conversation and asked her to try and see if there were any other dates closer available. Her answer was, "If I do you will lose your other date if there isn’t any available" and she started yelling at me so that was the end of that. Hell broke loose after that. Never ever would I give them another penny of mine and going to make sure the bad reviews go all over Facebook... Shame on you managers. I am sure you must read all these bad reviews and they are still happening and you never called me back... Very horrible way to treat your customers. The end and never again.

I called the customer service once again. She was very helpful but said she needed to call a tech to come out and see what needed to be done. It only took a week, so I was impressed with that. However, once he arrived he was already telling me that there probably wasn't anything he could do. Mind you, he hadn't even lifted the cushions. He went on to tell me how some chairs were springs and others were made with a trampoline type bottom and how much better trampoline bottoms were and that my chairs had them. He finally took a look at the chair cushions and took pictures and said his managers would laugh at me saying there was sagging. There wasn't enough sagging for him to do anything. Unless I had purchased the extra warranty, there really wasn't anything else he could do.

He said that I could call the local store and see if they would just give me cushions to replace. I said why would the local store do that? I purchased online. He said well it was worth a shot. Then he told me I could call back in 6 months or so and see if they'd send him out again. He went on his way and I once again called customer service and tried to get someone to help me. I finally got someone who said she'd give me a discount of 10% for the sagging but if she did that, the warranty would be null and void. Ridiculous. My final thought on Ashley Furniture....DON'T BUY! CHEAPLY MADE FURNITURE AND HORRIBLE CUSTOMER SERVICE!!! Technicians are lazy and really not willing to help in any way, shape or form.

I relented, saying I would call back when things improved. It is now March, 2021, and I cannot get in touch with anyone at their 800 #, with one exception. I got through to a person, who after being on hold for 28 minutes told me their entire system was down. I would have to call back or file the claim online. I've tried multiple times to file online, and it's impossible. The site tells me my protection plan # is associated with another account where there is no email on file, so I need to call the 800 #. This situation is impossible. I HATE WHAT I'VE GONE THROUGH FOR OVER A YEAR, AND WE FEEL WE PURCHASED A WEIRD, BADLY MADE PIECE OF CRAP!

When arrived she looked up the bed again and was "surprised" to see delivery time frame was now "Only 30 days!". We were still a little unsure of the 30 days but was way better than 3 months! We agreed we may be ok with that and asked her about mattresses. While looking at mattresses we mentioned that we looked into a few others but noticed they were mostly "mattress in a box type" and not sure the quality. She agreed with our thoughts on them. After looking at a few we decided on one of the ones she had shown us. We decided to buy the bed and mattress so she went to write them up. She then came back and told us the bed was now going to be in the store on Jan. 31!! She set up delivery for it all on February 2, 2021. We paid and left the store satisfied.

On about Jan. 27 a gentleman called telling me that the bed was not on the truck??? (Wasn't supposed to be on a truck until Jan 31) And that the delivery would have to be pushed out a week. Not happy but know it can happen. BUT.... THIS HAPPENED ANOTHER 4 TIMES?? With the new reason being all was at store except foot board. We were told they would be delivering the other items still. What good is a bed without a foot board? So we agreed to deliver it all at the same time. We continued to have push out calls.. Finally I saw on FaceBook that there were MANY COMPLAINTS about the exact the of issue. We added our frustration and were given the same computerized response to send a message using Facebook messenger. We did and received a phone call from a D'arrell saying he will take care of our issue and so sorry it happened that he will personally handle our account.

We felt we were going to finally get help. Within about 7 hours we got another call from a Tanya, telling us to not do as he suggested that he had only been with the company a short time but that she is experienced and will handle our case. Still delivery keeps changing. We told them if the delivery is changed one more time, we are done and will cancel the order completely!!!! We finally got a text on March 9 saying our delivery was going to be March 10 at 9am.

We got up early and removed our old bed. We received a text at about 8:30 saying they will be here in 39 minutes. About 5 minutes later they were here. After assembling the bed, we were told that they only ordered 1 of 2 foundations leaving us missing one!! We told them that wasn't OK and he called "his boss". At the same time we tried to call Ashely ourselves. While on the phone delivery guy said his boss will have us a foundation tonight or tomorrow. Woman on phone said that won't happen! The delivery guys then put our queen foundation in bed and then put the king mattress on top of it. They went out to their truck while I was on the phone still and my husband heard the truck start and went to the opened front door to see them leaving. They left garbage in our front yard, and our mattress cover sitting in the front yard as well as not saying they were leaving, left the front door wide opened and gave us no paperwork at all before leaving!!

The woman on the phone directed me to the store we purchased the bed from because it was their fault we didn't get 2 foundations and it's on them. We tried calling the store but the phone switched us to Tampa Florida every time. We explained what was going on and demanded to speak to a supervisor. Eventually we got one and she told us she is going to call the delivery company and see what was going on. Said she would call us right back. It's been 3 hours and we are still waiting.

Meanwhile we finally get a hold of Portland, Or store we purchased it from and spoke to a manager. We were basically told we were lying about the delivery guys leaving as he had a signed delivery paperwork from us and we excepted the order with no issues!!!! There was zero paperwork showed to us and I demanded to see the so called signed paperwork! Of course there wasn't any way of showing it to me.

I spoke to the assistant Manager at the Tomahawk Oregon store and the only thing he will do is get me the 2 king foundations but it will take at least 3 days to get it as they are in the warehouse in Tacoma Wa. We live in Vancouver Wa. a 2 hour drive from us. Also informed us to not use the mattress on the queen platform and to put it directly on the floor. I very clearly told him I am handicapped and my husband and I are Sr. citizens and cannot move a king Mattress. All he could say was sorry but 3 days is the best he can do. He is going to "try" to remove our $99 delivery charge...and that's it...so here we sit...old bed sold, new bed in unusable for 3 days until they full fill the order we paid for 3 months ago. I will NEVER do business with this shady company again!

When it came within a couple of weeks of my expected delivery date, I was contacted by Ashley Furniture with a more accurate time window. When my furniture arrived to the warehouse I was called once again to schedule a delivery date. I was scheduled a delivery date, the warehouse department called me the day before to give me a time window, prior to arriving to my house, I was sent a text message 10 minutes prior to the delivery guys arriving! The 2 gentlemen who delivered my purchase was very professional & courtesy. They neatly bought all my pieces in my house up to the bedroom, they were quick with putting together the headboard, footboard & frame. I was ask how I wanted the bedroom to be set up and once the job was completed I was then asked to look over all items to ensure they were satisfactory to me, I stated I was very pleased!

One of the gentlemen then stated to me he had to take pictures of all the items after being delivered and set up to verify I received everything in great condition. My overall experience was OUTSTANDING! I would recommend the Ashley Furniture Store in Catonsville MD location. If I should ever want to purchase more furniture in the future I would surely consider going back to Ashley Furniture Due to the COVID19 pandemic the whole process took 10 weeks, I was told after making the purchase it would be 8 to 12 weeks. I received the services I expected!

Now, that was mid-January. Fast forward to February 25, when I contacted Vernita again to check on my order as we were fast approaching the end of February and I still had not received my couches, or heard anything from Ashley Furniture. She said she would check on it and get back to me. She did get back to me later that day with my new APRIL 5TH estimated delivery date. April 5th???? "Are you kidding me," I said. She then said, that she would check every Monday to see if she could get it moved up. So, Monday arrived. I heard nothing. So I contacted Vernita again to see what she found out. She decided NOT to call or text me back. So, yesterday (Thursday) I reached out to her AGAIN. I Said, "Last we spoke, on Monday, you were going to check and see if you could get my delivery date moved up and you never called me back." Still no reply.

So, today, Friday, I sent another text message that asked why she was IGNORING me. She finally responded and said that she would check on my order. She then let me know that my delivery date was still the same APRIL 14TH. I said, "You were supposed to get it moved closer to the delivery date you promised me, instead it is not pushed back 9 more days???" I told her that my customer experience with Ashley Furniture was absurd and out of sheer frustration I was going to share that very disappointing experience with everyone I could so that other people could see, through my first hand current experience, what to expect when dealing with Ashley Furniture. I let her know that my 5,000 Facebook friends, Ashley’s own FB Page, Yelp, Google Customer reviews, any review site I could find, etc.

She said that she was going to have her manager, Lilly, call me and see what she could do to help. Well, the answer there is ABSOLUTELY NOTHING! Yes, Lilly did call, but she offered no remedies or solutions. Instead she said, "Well, your estimated delivery date is still APRIL 14th… but even that wasn’t a locked in date and it could be pushed back even further." But she would make a call and see if there was anything that she could do (She did not sound optimistic that anything was going to come from her phone call). So I shared with her, that I had already done everything that I could do.

I picked out the furniture I wanted. I paid for it. I proactively stayed on top of my backordered couches. I had been patient. But now all I could do is share my experience and maybe after a few thousand other people see what Ashley Furniture puts its customers though, maybe someone at the higher levels of management might get involved and something might actually change for the better. Please understand, due to my back pain, my intent with even purchasing these couches with built in heat, massage and zero g, are a therapy device… so this, to me, is much more than just buying furniture and expecting a company to honor its word with regard to when I receive it. Now I will spend my afternoon, cutting and pasting this review everywhere I can find….

Merritt Island, FL

I called customer service 3 times (on the phone for over an hour each time) and all they would tell me is to send in pictures and that someone would call me back in 24-48 hours to set up a time for the technician to come out and look at the damages. I set the pictures within 30 mins of the first call and NO ONE EVER CALLED... EVER! By the third call I told them that I will not hang up until I get something set up with a technician because I can't keep calling back. Then all of a sudden the customer service rep said a date was already set (without my knowledge) for a Tuesday in the middle of the day between a 4 hour period. I was frustrated because I work and can't just leave to go let them in the house, but at least I had someone coming out. Well, without a call or notice or anything the technician shows up 3 days early!!!! Thank God my husband was home because we had no idea he was coming!!

He checked out the mattress and said he could try to sew it up - my husband told him no, we paid a lot of money for a new mattress not for a mattress with a hole. So he said he will request the exchange and someone will call us in 24-48 hours. Of course, no one called. I called back (again on the phone for over an hour) and they said there were no notes in the system from the technician and that's why no one called me back. Once I finally got transferred to a supervisor all of a sudden he finds notes from the technician saying the hole was a result from customer wear and tear and there will be no refunds or exchanges. WHAT THE CRAP?!?! After MUCH talking and going back and forth he says he can send out another technician.... WHAT?!?!

When I asked him what the point of that was he couldn't answer. All he could say was, "I can't process an exchange with these notes from the technician in the system so I will need to send out another technician." ABSOLUTELY NOT!! After I talked to him for 20 mins about how that doesn't make sense and that is not a solution, he finally said he will put in the exchange request with the returns department. He sent me his email and said he would contact me in 24-48 hours. Again, I heard nothing from him. I emailed him 3 days later for an update and he said the returns team has not gotten to the request yet and that he will contact them to put the request at the top of their list. I wait another couple days, of course no word. I emailed and called the same supervisor, Terrell **, but he did NOT take my calls and REFUSED to return my emails.

I called back for the 6th time (on the phone with them for 1.5 hours!) and the rep refused to transfer me to a supervisor. Almost an hour later I convinced her to get me to a supervisor. The exchange request wasn't even looked at and the supervisor talked with his superior who finally overrided the request to push it through. After a month and a half of dealing with their customer service I will never purchase anything from Ashley ever again! IT WAS THE BIGGEST HEADACHE EVER!!!!! DO YOURSELF A FAVOR AND STAY AWAY!!

How does a company charge a disposal fee AND a restocking fee at the same time? How do they dispose of the mattress as well as restock the mattress? Lauren, the customer service manager insists that's all they could do and we would have to pay both fees before they would take it back and we could only do an exchange, NO refund. It appears that the mattress was not brand new and could have been refurbished. Also, because we didn't buy a box spring from Ashley Furniture we feel that the technician came to our house with the intent to blame our box spring for the problem and with no intention to recognize the poor quality mattress that we were sold.

We did not expect this of Ashley Furniture who advertise themselves as #1 for furniture and mattresses in the U.S. We are very disappointed with the service we received and the product we received. In these times of difficulty and joblessness due to CovID 19 we don't have monies to give away to Ashley Furniture or any other furniture store. We have a family to feed and bills to pay. We feel this is total robbery that we have been duped out of money and the only solution is for us to pay an additional $249 to begin to get the issue resolved. We expected better from Ashley Furniture and will never buy from them again or advise anyone to buy anything from them. We are extremely disappointed and can only move forward with sharing our negative experience so other consumers can be alerted before making a purchase.

I then proceeded to contact the customer service department who told me that they would ship replacement parts. I was told that they would be shipped to the store and then delivered to me and put together. I was given a date. Upon follow up they were not shipped to the store. I was told that parts are never shipped to the store. They were being shipped to me. Then come to find out that no order was ever put in. There have been many phone calls involved in this matter. I am then contacted by someone else that says that she will ship out all new bar stools. When the delivery comes, the delivery driver himself tells me that the are damaged. They were damaged before they left the warehouse. He tells me I should refuse delivery and ask to have them shipped in a box and have them put together at my house.

I call customer service and request this. I am told this is fine. I then hear from someone that they are being shipped put together. That person tells me that she will change the order and they will come in the box. Delivery is delayed again. When speaking to delivery people I confirm that they are coming in the box. Yes. When delivery comes they are put together and damaged. We ask the driver to take back the existing bar stools so we can get a refund and the driver drives away.

I have been dealing with this for nearly 2 months. I have been lied to and hung up on by customer service more times than I can count now. I spoke to someone a couple days ago who said that he will finally put through a refund on the account. Wonderful! I just hung up with someone who wanted to schedule a delivery of new bar stools again! Apparently my refund isn’t being done. They are still trying to send me what is probably the same broken and damaged bar stools that they have tried to deliver twice already. I would like to and have tried set up to return the merchandise to the company. I have been told by the store that they will not take refunds and not to take anything to the store.

I recently called because there was another heat issue, a broken bench, and a broken leg on a chair. I purchased this in July of 2019, and they told me the item is now disconnected. They would have to offer a store credit, I asked about a refund since the quality of the furniture is not good. They also informed me that I would have to pay for delivery and for the warranty. That will come out to about $300. So because of their poor products, I am forced to pay extra for something that was not my fault. Along with stuck using Ashley furniture because they won't allow for a refund. This is really disappointing and a terrible structure to force people to buy their products, and even when using a credit still make money off a customer.

I finally contacted what I thought was corporate only to learn that the corporate I contacted only serviced West Texas. I was told to contact the store. I went into the store, asked why the chair was delayed, and asked for a discount. I was told there was a delay but a discount would be requested. I was further told the salesman who promised a discount was not authorized to give a discount. Still not hearing from Ashley Furniture, my husband went to the store and asked them to call me. They did and said the shipment was delayed. Ashley Furniture had almost $2,000 of my money for over three months and NO CHAIR was delivered. I finally spoke to a manager who promised a discount and apologized for the delay. I asked him to email and mail me a service plan which I had paid $249 for. He DID NOT email me a copy but I received one in the mail.

I was given misinformation every time I called and I was promised help, my chair or a discount each time I called. This DID NOT happen either. I learned that you CANNOT contact a nationwide corporate office and get any assistance. The stores are locally owned. I will never purchase another item from Ashley Furniture homestores and I will not recommend them to anyone. I thought by shopping in my hometown rather than online I would get better service. That was not the case.

I made 3 calls to customer service and talked to 5 different people, one of which was a supervisor. Every person had a different reason why I could not have the piece assembled. When I requested a refund of the assembly fees I was told they would look into it and get back to me. After 5 days I called again and was told a refund was not possible yet. I informed them that I would be getting my money back from the credit card company. It only took 2 days to get the money back from my credit card company. Ashley Furniture has never called again nor tried to resolve the issue. Very poor Customer Service!

Frankly, the delivery was way past ideal for our needs, but we made due without and made peace with the delay in delivery. Unfortunately, one piece of the sectional was not in the delivery and another piece delivered damaged. So I now have a partial and damaged sectional sofa setting in pieces in the middle of my living room. Delivery guys would not take it back without a work order. On top of that, they damaged my walls and tracked dirt all over the floors because they had no common sense. We will be scheduling a return of all items for a full refund. Save yourself the headache and hassle, buy from a more reputable furniture store that is more focused on the consumer experience. These guys only care about making the sale! You will not be happy in the long run.

Since I got no letter, after confirming my address multiple times, I tried to contact a supervisor at GBS. I got no email response, or phone call back. Each time I call them, there is no answer, although after about 5-6 times, I get someone in customer service who says that a supervisor will call me back. After 3 months of this, I decided to go to the store. It is my understanding that they are supposed to put in a cancellation on my behalf after trying with GBS per Ashley customer service. I was told last week by the store manager to give them 72 business hours (it has been 7 business days by now). I waited patiently...After no call or email from the local store, I went back in to speak to the person in charge. She said that she has not gotten a response back yet. So, I told her that I am tired of the run around by GBS, and the store, and just want some sort of resolution, or an answer of whether I can get this warranty refunded.

Today, I was told that there is nothing else she can do except to "escalate" again to another department. The store manager was nice enough to deal with me regarding this matter being that it seems to be outside of her control. I called Ashley Furniture customer service by her recommendation, I asked for a supervisor, then I got hung up on. I went back into the store to let her know about this. I contacted customer service again to get a supervisor. I was told that there is no supervisor and one will be available for a call back. I keep getting told that I will get a call back from both Ashley Furniture customer service, and GBS. I have yet to get a call back from any party. I was also told that my ticket was closed 2 days ago for some reason.

Ashley Furniture and GBS are very unprofessional with how they conduct their business. With GBS having very poor customer service, I get the feeling that I have been scammed with this GBS warranty. I did my part by trying to use the warranty after paying for it. I have put in a lot of footwork to get something resolved, and to my dismay, I still have nothing to show for it after almost 6 months. If you have a customer purchase a high dollar amount of furniture from your company, you would think that that company would want to get return business or at least a referral for more business. Sadly, I will never do business with Ashley Furniture, or GBS, nor will I recommend anyone buy from them. My family and I are completely unsatisfied customers. Had any supervisor from GBS contacted me at least once, things might have been different and I would not have had to write this review.

We purchased a brand new frame not an "AS IS" or floor model. I contacted the company the day after and dealt with the rudest customer service I have ever had to deal with. I was told that a technician could come to my house to "repair it" which was unacceptable as there should have been nothing to repair being that it was new - not to mention in my opinion with everything I listed above was not repairable. I was not offered a replacement product and was told that if the technician decided that the repair was within their standards there would be nothing I could do. They would not come pick it up at first because of COVID (keep in mind a technician was okay to come to my house) and I was told that I had to return it to the warehouse that was also closed due to COVID but I had to meet their return policy for # of days which was interesting cause they were closed.

On top of that they are charging me a 25% restocking fee - I have to pay over $200 because they sent me a poor quality product - plus who's to say they will not just continue shipping this product to customers that will go through exactly what I have had to go through. They finally agreed to pick it up but still refuse to refund me the full amount. Please save your money, the customer service alone and the policies of this company are unbelievable. I can't even believe to be honest that with that many quality issues this left the manufacturers.

In December, I was very surprised to get a call that told me my furniture was ready for delivery, when other customers were waiting 6 months to 1 year for their orders. Since this was right around the holidays and I was going to be out of town, the delivery was set up for Monday, Jan 18, 2021. I also paid for the Premium Delivery option, which means, they deliver, bring it into my home, and setup the furniture. The delivery crew showed up on Jan 18, 2020 at 9:00 am. They just took everything out of the truck and put it in my house and left. It was a very quick delivery! Immediately, after they left, I was able to look at the furniture and instantly knew why I had received the furniture so quickly. There were many defects, listed below but not limited to:

4. The other large chair has a crooked leg on it.

I cannot believe they would take advantage of a Senior Citizen by dumping off B-stock furniture and leaving like that. By 11am, I was in the store complaining to the store manager, Abraham ** and also cancelling the last end table that wasn’t delivered. They took it off my bill, as far as I know. However, they refused to acknowledge a replacement on the damaged furniture. This has caused a lot of pain and frustration on our part, trying to understand why they dumped the furniture off, like they did, then refusing to replace or refund what was damaged. The furniture is broken, shoddy and has crooked legs, etc. It looks like “B” stock merchandise, not new, that I contracted to purchase.

After I complained about the problems, they told me they will only fix it!!! What? I didn’t pay good money for furniture to be repaired, refinished, etc. - IN MY HOME! What a disaster that would be, just waiting to happen. For Todd Wanek to send me some B-Goods and broken furniture, to be repaired is outrageous. I paid good money for New Furniture and that is what my contract is binding, for. His Fraudulent Business Practices are horrible and taking advantage of Senior Citizens, like us is outrageous!

Since Todd Wanek and Ashley Home Furnishings breached our Sales Contract and fraudulently took advantage of us, I am requesting a full refund. Ashley Homestore should not charge me any Cancellation and/or Restocking Fees. I want them to schedule a pick up the furniture, ASAP - refund my full purchase and cancel the order immediately. As of this date, they still refuse to cooperate and insist on repairing the damaged furniture - in my house. Robert G **