Ashley Furniture Reviews

I get home to see it and was immediately pissed. They didn’t clean up their mess at all then I’m looking at the bed and notice they didn’t put a screw in the ladder and there’s another piece lying on the floor that belonged idk where. Then I touched the bed with my finger, my finger and it wobbled, the ** bed was wobbly and rocked. I then called for a partial refund, then was told a tech could be scheduled to level the bed out and fix everything else. I was told a tech would call me in the morning. Here I am waiting at home for a phone call and someone to show up and I call to see what’s going on, the auto message stated they were scheduled to come today as I was told the day before but no time was given. Then the rep on the phone says, "It’s scheduled in our system but not on the tech site."

I’m writing this while I’m on Hold. I’ve been on this damn phone for 1hr and 17min with no solution and nobody has a clue what’s going on. Then I asked for a refund and was put on hold. I was told the online sales can only give me a $15 refund... Do you know how pissed I was when I heard that, that’s an insult. This company has the worst ** customer service and they never know anything. And I’m still on hold with these idiots. Never again.

My whole point is there anything you don’t charge a fee for, it’s ridiculous, this last purchase really frustrated us with allllllllllll the fees for this, that and the other thing, and who doesn’t take away the old mattress ESPECIALLY WITH WHAT WE PAID FOR JUST A MATTRESS!!!! Very disappointed in the company for charging for every little thing they can possibly think of, I’ll be rethinking where I continue to furniture shop.

Needless to say, we were able to get an appointment set and completed after an exactly 30 days from purchase. A tech showed up, tore the bottom of both sections AND repaired the problems to picture perfect, sadly that lasted for 3 days, the same noise and even worst started up again, we started the process all over again, this time it took 2 calls and two weeks for the tech to show up, unfortunately we get told that there won’t be any repairs to be done since the 1st attempt did not result in positive outcome.

He told us that we will hear from corporate on the next step of what should take place. We received a call from corporate, stated, based on the technician report, finding & recommendations (remember, he didn’t attempt to repair the 2nd time) that the noise is there but it’s up to manufacturer’s specs, and therefore “he” doesn’t recommend replacement nor repairs to it. Therefore no exchange or repairs will be provided.

When I went home and called to purchase the online warranty I was told by Ashley Cust Svc that I would have to cancel my entire order and then reorder online to get the warranty. She said Ashley online warranty doesn’t support the same Ashley furniture if if it is purchased in the store. Sanjay and Sam didn’t say this in the store because they just wanted to make the sale at my expense. Had they disclosed this company policy I could have had the CHOICE to go online and order everything and get the cheaper warranty like I had planned. But this option was taken away from me so they could get the Sale.

Called the store back and told them what Cust Svc said and Sam’s (mgr) response was, "Oh you’ll have to get our warranty. We can't match online or agree to push your delivery back 3 wks because at this time we’ll probably be trained and authorized to sell the same warranty as online and then you can get it from us." They knew this when I was there previously but instead they acted dishonestly and provided horrible Cust Svc and an inconvenience to me. The delivery is due tomorrow so I had no choice but to get their warranty because if the furniture is delivered and I don’t have a warranty in place I forfeit the right to have any coverage. So I’ve been hustled and I want this situation made right immediately.

On the day of delivery a truck came, rang the incorrect doorbell and left within minutes. After my mother ran after the truck they sent a picture proving they rang a doorbell (the wrong one). After speaking to countless rude employees I found out the truck was just a few streets away but could not return for the delivery. Now two weeks after my “promised delivery date” with not a single apologetic employees help, I finally reached a manager in Maryland who was able to cancel my order. When I called to receive the refund I had to jump through hoops and only after learning that my boyfriend's father was the mayor of the area did I get my refund. I WILL NEVER DO BUSINESS WITH ASHLEYS AGAIN. I will never know the quality of the product because I never received it, but if it’s anything like the customer “service” I can only assume it would be atrocious.

Plus, they do not have any training in de-escalating situations, because I initially called out of concern looking for a resolution, and by the end of the call I was steaming mad with how belittling the representatives are, they argue in circles, don't listen to you as the customer, and no resolution was provided. All they kept saying was, "Well if you had any questions about delivery or shipment you should have called us." Which A) I didn't know what questions I should have had when I placed my order on the February 19, 2020. B) I was calling in right then and there when I realized there was a problem and that I had questions.

Apparently though, I should have known what questions to ask, and I should have called and asked them before placing my order--like I am psychic. I told them, in hindsight, I now know I should have asked that but at the time I placed the order (4 days ago) I didn't know I was supposed to ask that. Their response: "You should have known." I told them I wasn't an employee that was well trained on their jargon in order to know there was a difference between "direct ship" and "home ship." Or that some items are "direct ship" while others are "home-shipped."

When I placed my order, I was informed I was paying a delivery fee. When I received the confirmation page on the website after placing my order, it stated "You will be contacted to set up delivery." Nowhere on the confirmation page did it say, "you will only be contacted to set up a delivery date for the sofa and chair only, and your coffee table and end tables will be delivered by UPS, which you will not be contacted to set up a delivery date for those items."

So here I am waiting to be called by "Ashley" to discuss the delivery date of all my furniture at once (similar to how Furniture Row and American Furniture Warehouse operates, which I also ordered furniture from within the same month). However, I never received a call, so 5 days later I'm like: "Hey, what is the number to the company because I need to set up the delivery dates that I still have not been contacted for?" At which point, I decide to review my "confirmation of purchase" email.

According to "Ashley", you don't get to pick which date you want for delivery. You are informed of the day and your option is to select a time they have available. I advised that I don't close on the new home build until 2/27/2020, and that I cannot have anything delivered to the house until I close. Plus, the confirmation page doesn't state you will be informed of your delivery day, it states "You will be contacted to schedule your delivery date." At the time I placed my order, I didn't have any concerns because I was under the impression I would receive a phone call like I did with Furniture Row (which I received a phone call, text, and email from them to discuss the delivery).

"Ashley" felt the need to educate me on the fact that they are a different company. Which I replied, that I understood that, but there was no indication on the confirmation page that I should expect anything less than what Furniture Row and American Furniture Warehouse delivered. So "Ashley" stated that there should have been some further information in my confirmation email (which again, I didn't check right away because I didn't have any concerns on the 19th when I placed the order and, in addition to the confirmation page I received on the website after placing my order, telling me I would be contacted to set up a delivery date). I also pointed out that I didn't realize on the 19th when I placed the order that UPS would deliver the furniture to a newly built home that is completely vacant and drive off without confirming receipt of the delivery.

Which again, "Ashley" stated that I should have known it would be delivered by UPS because direct ship is different than home delivery. And the $149.99 I paid for home delivery was only for the sofa and chair, and that I wouldn't be contacted to set up a delivery date, that I would only receive an email telling me when my delivery date was. And that I should have called them first before placing my order and that I should be intelligent enough to understand what "Free" delivery means.

No resolution was offered, no discussion of next steps, no options of what we could do to address the issue/"misconception" on my end, etc. All I got out of the call was that "Ashley" ships some items by UPS, which is free by the way, and they charge you a premium delivery fee of $149.99 for other items; and that your delivery of furniture for an entire room is not delivered all together under the $149.99 you pay specifically for delivery.

- After three months of waiting very patiently for a delayed delivery, missing parts of our furniture pieces (making what we had useless), calling over and over and over, talking to Greg the store manager multiple times to get the terrible sectional exchanged (he always apologized and promised he'd do it but just never did), talking to Jessica the office manager and a multitude of corporate guest care representatives and never getting any answers of any kind, never getting a single callback when they said they'd call...FINALLY I got fed up and requested to cancel the items we hadn't gotten and return the items that were delivered.

- I went into the store and spoke with Jessica the office manager, who told me in no uncertain terms that she'd cancel and return the items. She assured me I'd get a call no later than the next day to schedule pickup, and that all the charges on our financing account would be cleared and we wouldn't owe anything. By this point I knew that Ashley and their employees are manipulative so I recorded this conversation secretly with my cell phone sitting on the counter. (Totally legal in Arkansas, btw.) This is video 1 at the link above if you want to hear it yourself.

- As per usual, the call never came. I gave them 7 full days to call me because I'm patient and I know that corporate stuff can take a hot minute. So one week later, I called the corporate guest care line and they told me that someone wrote a note on my account saying that the day after I'd spoken to Jessica in person to do the return, someone said they'd "advised the guest" (me) that the return was not possible. I never got a phone call, text, email or anything, so this was 100% a blatant lie. I guess they thought this would make me just go away?

- So I went back into the store. Jessica the office manager acted clueless and initially said she hadn't requested the return because she had no idea that I wanted to return the items that were already in my home. Since I have the recording of our last conversation, you & I can go back and hear that she clearly knew what I was requesting and she had assured me that everything would be picked up and a full refund would be issued. There was zero room for miscommunication about this in what we talked about. By the end of our conversation she was telling me that Greg (the store manager) was the person who put the note on my account saying he'd spoken to me when he hadn't. But clearly she had put in the request for the return - despite her insistence that she had misunderstood - because somehow Greg had denied it.

- But Greg was off that day and despite having texted Jessica right back saying that I'd need to come back the next day when he was working, he wouldn't answer his phone when Jessica appeared to call him. She said the calls went straight to voicemail (as if he'd shut his phone off). And despite the fact that Jessica had freely done everything for me herself the week before without needing approval, this time she insisted that she needed Greg's approval. I had no choice but to come back the next day when Greg was working. This conversation is video 2 at the link above.

- The next day, I went to the store again and spoke with Greg. This conversation started with him acting like he didn't know who I was or what I wanted, then he said "they" (corporate) wouldn't allow him to do the return no matter what. But by this point I have spoken to corporate several times about this and they have always told me that the return is possible as long as the store manager approves it. So I stood my ground and over the course of the conversation his position changed from "we just don't do that" to "I'm sorry/this is my fault/I'll take the hit on this/I did drop the ball/you should be upset." This conversation is video 3 at the link above.

- At some point after he finally agreed to this, an acquaintance who has access to the Ashley database contacted me to see if it was Ashley furniture that I was talking about in my Facebook posts. I confirmed it was and they said they could look up my missing items and see why the company couldn't tell me if/when they would arrive. It turns out the entire bedroom set was DISCONTINUED and nobody bothered to tell me. And not only did nobody tell me (when I'm sure they could see it in their computers every time I called to inquire), Ashley's employees TRIED TO MAKE ME THINK IT WOULD BE IMPOSSIBLE TO RETURN THE HALF OF THE SET WE HAVE when there is literally no way we'll ever get the other half.

They tried to leave me stuck with useless bed rails and a footboard for a bed we'd never get the headboard for. And a useless mirror that's made to fit a dresser we'd never get. What if I hadn't been so loud about getting this taken care of? Would they EVER have told me that the set was discontinued and offered to make it right? How many people are stuck with crappy furniture or partial deliveries because they just give up?

So today they came and picked every piece up. It turns out that this "impossible" task wasn't so impossible. I'm thankful it's working out for me, but I'm still speaking out with my Wordpress page (I'll be sending it to the Attorney General, Ashley's corporate officials, the local news, etc) because there are SO MANY stories just like mine. The hundreds of stories you can read in Ashley Homestore Furniture Customer Complaints., the multiple people who have messaged me with similar stories without even knowing who I was talking about) and all their awful reviews tells me that Ashley knows they're ripping people off and they don't care. I still have to wait for the refund to come through on our financing account. I'll be staying on top of them until that happens and then GLADLY permanently cut ties with Ashley Furniture, becoming the biggest anti-Ashley advocate by telling everyone I know not to shop there.

I called back and got a different person. He said the driver could not find the house. Yet we provided detailed directions the night before delivery when they called to verify delivery. I was told he would call driver and get him to deliver and yet that didn’t happen. He never called back to tell me anything. I called main Ashley store and they suggested I give my partial delivery to charity and cancel the missing parts. Two nightstands already were delivered a week previously. So I still have only part of my order and no furniture. I don’t know how to get the rest of the bedroom set pieces.

The technician from the store I made my purchase from, Reno NV came and took a look. He said that although this balling up happened quickly it is typical of Ashley products. The store will do nothing to remedy the fact that a couch that cost thousands breaks down in two months. They suggested I shave my sectional! The couch is garbage and I would never suggest anyone shop at this store. Customer satisfaction means nothing. All they want is your money. They do not back up their name, the products they sell or the claim they are America’s number 1 furniture store. The sales lady was obviously not truthful about their durable products. The manager does not return calls. This business is horrible.

We purchased the headboard about mid-December, it has only been a month or so before the item complete broke apart and collapsed. I have been given the run around by 3 different representatives, one whom did actually lie to me several times over the phone. I honestly was about to give up on your company and share in detail my experience with the representatives and I have not had a company just completely lie straight to my face before. However, I thought I would give it one more try. I am so glad that I did! I was so lucky Sohndre ** was the one to answer my call.

She was very understanding, patient, and went above and beyond to assist me. She of course, had to look into the case and review the pictures for herself, came to a determination and reached out to make sure that I would not receive a bounce back message and have my case auto-close once again. On top of that, she did more research and reached out to the parts department to assist me with a resolution!!! AMAZING customer service!!! Not only did she hear my issue, she made sure to do her job, and then she reached out to different departments of your company to ensure that my case would be handled correctly! All the meanwhile, she thanked me for my patience and understanding!!

I was completely blown away because this is NOT what I have experienced before! Thank you Sohndre **, because of your hard work and dedication to assist your customers the right way, I will hopefully continue to be a loyal customer. My order is now pending review to see if they will approve the orders, so that I CAN PUT the parts together and FIX my bed finally!

I finally called the Service department manager and was given an appointment date of January 17, where a man came to our home and determined what the issue was. He said he would order the parts and they would call to set an appointment when the parts came to the service department. No return calls. February 10th I get a call from the service department to say they finally ordered the parts and we would get them in a week and to call when we get them to immediately get a service person out. We just got the parts and now it will take yet another month to get our couch fixed because we both work and cannot be home during the week. I would really like to know why it takes 5 months to get a couch fixed that we had only owned for 2 months before it broke. Not at all happy and we will NEVER shop at Ashley or Regency Furniture in our lifetimes.

On the day my bed was delivered to my home (Jan. 8, 2020) and put together the delivery men did not complete the job. They told me, all of the parts weren’t there and they had to be ordered. They said they took care of it and that someone would contact me to order the pieces and set up a delivery date. 2 weeks pass, hadn't heard from a soul. I called and was told that it was going to be ordered. 2 more weeks go by and nothing happened. I called back and the Receptionist finally asked me what was missing as if the delivery men gave me a play by play on what was missing and the name of the parts. I had no idea! I just knew they had their money and I had half a bed and no mirror. I told her to ask my salesman. She said she would and never got back in touch with me as she said she would. I call back, someone else lets me know that the order has been placed and that someone will contact me for delivery date.

A week goes by and I hear absolutely nothing. Finally, someone sends a text saying they want to set up a delivery time. In the meantime, my salesperson brings me the mirror. The mirror ended up being the floor mirror because they didn’t have it in stock anymore. My money was taken without anyone informing me that they no longer carried in their warehouse. I wasn't told this until 3 weeks into dealing with this mess. They found me a mirror. It was a floor model. I was sorely disappointed once it was brought to my home.

At this point I just wanted my furniture and driving back to Kennesaw was something I was trying to avoid due to my work schedule, having a kid in school that would have to be picked up and a toddler. I had everything paid for and had just moved. I was even told that my delivery was going to come a specific day and I took off work and cleared my schedule and NO ONE SHOWED UP AT ALL OR CALLED. NOT ONLY DID THE STORE HAVE THEIR MONEY, AT THIS POINT THEY ARE CAUSING ME TO LOSE MONEY!

The mirror had Scratches, scuffs and other damage to it, etc. So the salesman says, "I'll take some money off and I would get a check-in 4-6 weeks." I was also told that he would take some money off of the bed since my experience was so bad. That made me feel a little better. The purchase was made in Dec. I have not received "A DIME". The only reason I let him bring it was because I didn’t want to drive back out to Kennesaw which is not around the corner. At one point I was even asked could I come to get the mirror from the store. A mirror I ordered and paid for that was huge. I don't have a truck I drive a Toyota corolla and the mirror was supposed to come with the bed delivery that they messed up.

FAST FORWARD: The delivery guy comes and finally puts the canopy together and states that all of the pieces were in the box. Whoever came the first time just didn’t want to finish the job. I’m baffled at this point and angry. This store ruined the entire purchasing experience for me. I will never shop at Ashley's furniture (ANYWHERE) again. They have left me frustrated, in tears, stressed and I still have not been given my money for the so-called discounts I was supposed to receive from the floor model mirror and on my bed.

After setting it up, we realized that two of the benches were too big for the space we have. Thankfully, we called within 72 hours of delivery and the woman said it wasn't a problem and that they would come back and pick it up for return at no cost to me. Come to get a phone call about a week later saying that they actually can't do that, and that it was MY responsibility to call the service center to set it up. Needless to say, I was extremely disappointed with the service all around. I will never purchase furniture from Ashley Homestore ever again. I do like the furniture that I purchased, but it definitely was NOT worth all the hassle.

I canceled my order and demanded a refund, after much pressure put on the store, they agreed. Pick up truck again no showed. I took now a fifth day off of work and the store promised it would happen and refund would be given. Truck showed up WITHOUT orders to pick up the media center. This is now two months later and SIX attempts!!!! Still have this useless eyesore in my living room!! Am I being punked??

Now, several years after purchase, our couch and loveseat have so many areas of cracking and peeling. All of the arm rests, all of the cushions, and the backs of the sofa and loveseat are all cracked and peeling terribly. We also purchased a dining room table and chairs around the same time as the sofa and loveseat. When the table finally arrived there were pieces that were damaged. They did replace the damaged pieces. However, within a few month the very thin pieces of fake wood began peeling off of the sides of the table and one of the backs of the chairs broke completely off when my young, small teenager was sitting in the chair eating.

There was no force placed on the chair back. We are very upset. We do not have to money to replace these pieces so we have blankets all over our couches to try and hide some of the damage, but the blankets make it look trashy. We also were trying to arrange our dining room table in ways you cannot see the damage, but that doesn’t work anymore as the damage is on all four sides. We would not recommend buying furniture from the Ashley Homestore.

After almost an hour and a half in the store we found EXACTLY what we were asking for right on the showroom floor. Right fabric, right color, solid box frame under the armrests and an inside metal handle for the recliner release. Additionally, the measurements L/W/H were exactly what we needed. SO WE PURCHASED BASED ON THAT!

About 5 weeks later when our due date had passed for us to be able to pick it up we called to see if it was in. I called the number ON THE SALES INVOICE and pushed option 2 for "Existing Orders" and a person, that had no business being in America with a retail sales job because she spoke very broken or no English, answered the phone and said "cbwjighfiodvn sdvlcjnwiuhvb fvbwobv…" and I said "Excuse me ma'am. I didn't understand what you said but I'm calling about an existing order." Her response? She just hung up on me.

I called back - exact same thing. I called back and a different lady answered that could speak "some" English. She said to call back and press option 3. I called back and option 3 had nothing to do with an existing order but option 4 was "Customer Service" so I pressed it. I swear the first lady must have been answering this option as well and the exact same thing happened as before. So then I called and pressed option 3 which has nothing to do with your order and an English speaking person answered. It was the actual store that I had purchased from and all the other options were somewhere in Tennessee supposedly.

So the lady looked up my order and said it was in. I asked why I had not been advised and she said "It just arrived". Whatever! So I then asked to speak to a manager so I could explain what experience I had trying to call them and the person refused to let me speak to a manager. She said she would leave a note and said "if the manager feels it's important enough then they'll call you back". What?

About 5 hours later another person called me to tell me my furniture was in. Like I didn't know that already? I told that lady that I was aware of that and asked for a manager to explain my previous problem too. She said she have one call - for real! Days went by and still no call. 5 days later it was clear enough weather to make the 70 mile one way trip to pick up our furniture from the warehouse. The trip went uneventful and we picked up the furniture but left it wrapped as inclement weather was forecast.

With the furniture home we opened up our 6 foot wide French doors to allow easy access to bring them in. The first thing we noticed when we unwrap/unpackaged them was that there was a small tear in the fabric on the sofa. The next thing we noticed is that we had plenty of room for the pieces. We actually have 5" of extra room for each piece because they were not the same length as what was on the showroom floor. And lastly the recliner release's are a cheap plastic parachute pull handle that you have to fish for to find. Recap: Five inches shorter than what we bought. Tear in the fabric. Recliner release not the same style as purchased.

Not wanting to go through all the crap I went through the last time I called I trekked the 50 mile one way trip to the sales store. I was greeted by a sales rep and was told our sales rep wasn't there yet but would be in about 30 minutes. I said "OK, but in the meantime I'd like to talk to the store manager." I was directed back to an area that had a large circular desk/counter area with several people around and was greeted by Morgan who said she was an Assistant Manager. I told her we picked up our furniture the day before and explained what the problems were. She told me we got what we ordered and that was it and we were stuck with it. I asked to speak to the main Store Manager and was declined that request. I asked her her last name and she refused to give it. She put me in touch with the "Sales Floor Manager" and that person stated there was no such piece on the floor and I was wrong to state that I purchased what I did.

Now, enter our original sales rep, Luann. Morgan and this supposed sales manager asked Luann if I had purchased furniture based on what was on the floor and Luann being honest said EXACTLY HOW IT WAS MADE. She said we had flipped the floor models upside down to look and confirm our specifications were exactly as we wanted. ie- fully boxed armrests, and metal recliner release pull handle. I'm glad she said that because I had a secret I hadn't told them yet. Luann also said SHE provided the tape measure so we could measure them for size and they measured exactly what Ashley's web site says they should be.

So, Luann, the Sales manager and I all went to the floor to look at the floor model and lo and behold the floor model had "just been sold" so I couldn't physically prove it. This sales manager showed me the same "style" on the floor but with leather and the mechanics and length were exactly like I had received. This manager started again telling me there was no way I purchased what I thought I had. Then the sales rep boldly said once again that we did our homework and turned the furniture upside down to confirm a solid box construction, the release was proper and that it was the right size.

That's when I told them the secret. That our conversation was being recorded and that I was glad that Luann was honest. This "Sales Manager" then departed and the STORE MANAGER, Jeremy **, appeared. He informed me that he couldn't resolve the issue at the store level and gave me the name of Sharon ** and her PERSONAL CELL PHONE number that was an Ashley District Manager. Jeremy said he'd call her and apprise her of the situation and let her know I'd be calling. And then asked me to "PROMPTLY AND QUIETLY LEAVE THE STORE".

I called Sharon after returning home and she knew nothing of my case and said that anything like a refund or exchange would have to be at the store level. She said she'd call Jeremy and let him know so. She called him and quickly called me back and said that I was asked to leave the store - according to Jeremy - because I was causing a scene and had other customers and employees upset. I informed that I never once raised my voice and that I'd gladly let her listen to the recorded interaction but that it was about an hour long or more. I also said that Jeremy lied about my actions and that he refused to even come out to see me until I mentioned this whole thing had been recorded. That is when, and only when, Jeremy came out to ask anything. Anyway, Sharon stated that Jeremy would be calling me back to resolve the issue at the store level which is what should be done and if it didn't get resolved to call her back.

Just a few minutes later Luann, the sales rep, called me back on Jeremy's behalf. Obviously Jeremy was too embarrassed to call me himself and offer me the pittance he did. He offered me a $100 for my troubles and through Luann acknowledged that the manufacturer had made a change and they weren't aware of it. They also offered to ask other Indiana Ashley stores if they still had a floor model and if we'd be willing to take a floor model on trade. We quickly said we'd do the trade as that is what we wanted but the $100 was out of the question.

Luann called back a couple hours later and said they couldn't locate a floor model at the other two stores and asked what we wanted now since the $100 offer wasn't an option to us. I told her that we feel we got less furniture (remember the size difference?) than what we ordered and by far an inferior reclining mechanism so it would take $300 or we'd take it to a higher resolution. She knew what I meant.

Luann called back just a little later and said Jeremy would offer $200 to meet in the middle. My wife said to just take it and walk away but to tell Luann we'd never purchase from Ashley ever again unless it would save the world by doing so. I told Luann at that time that I'd rather take it higher where I am positive we'd be afforded a win well more significant but that my wife said to just take it and walk away.

So, now we have furniture that we didn't actually purchase. But we do know a few things.

5) Always take pictures of what your buying on the sales floor and make the store manager sign a paper stating that you will get what you purchase or they will take it back at their expense.

All that said, don't purchase from Ashley Homestore. Or, at least, the Greenwood Indiana store.

When I called Ashley Furniture I was told nonchalantly that oops I guess someone forgot to push the button to add you to the schedule. Multiple calls later (wait times to speak with someone is no less than 30 minutes usually about 45 minute hold time) finally after speaking to several people, they agreed to send me a replacement sofa. Took off work again for 1-4 delivery. They showed at 530pm. No courtesy call about being late. I had to call to see what the delay was. The replacement sofa they brought out was worse than the one I already had. It had 3 huge staples sticking out of the arm (that would cut you) and the other arm was ready to fall off the "new" replacement sofa. We refused that delivery.

I again called Ashley Customer Service Jan 9, 2020 and stated I wanted a refund for my purchase. I was told that they would have to send an email to a manager. No return calls, until Jan 15, 2020. I received a message via voicemail that management had denied my refund with no explanation as to why. I call back. Ask for the lady I was dealing with Vicki **. Was told she would return my phone call, still no return calls. I filed a complaint with the Virginia Attorney General and channel 4 news consumer reports, still getting the run around by Ashley Furniture. Save yourself the headache and you hard earned money and shop somewhere else.

They informed us that they would not take the table back. They informed they would further investigate the situation, naming other departments that could assist and asked if they could call back in a few days, they did not. After five days past we called them back. Again they said the same thing and again they did not. We called them again. They informed us that each store was independently owned and each store has their own return policy. I explained, we are not returning, we just simply want the same table that is in the store. They referred us to the sales person, Susan. She also asked for pictures via text and she also agreed it is definitely was not the same, via text. No one at Ashley nor City Furniture will take care of the problem.

Sue at Ashley has consistently let us know that she is empathetic but informed that her mgr. Caesar could not get anywhere with City Furniture and referred me to the temporary GM Shirley, her solution has been not to call me back!!. We asked the Wells Fargo Visa department in January to suspend the payment, they did. Still no results. Ashley informed Wells Fargo that they delivered another table on 12/04/20 but gave no receipt or evidence of doing so, because no delivery was made. Wells Fargo rejected their reply. Still, no results. Today is 02/10/20, almost three months later. Why wouldn't they just want to take care of us? We paid them before we even received it. We're backed in a corner and just don't understand.

Fast forward to December which was a month already I was sleeping on a broken bed, I still had no one come by to fix it. I finally got in touch with someone and I asked to speak to a manager. A manager by the name of Madonna took a lot of time putting me on hold to get in touch with people to fix this problem. Her solution was that she was going to send me a brand new bed. She even told me she would text me the next day to confirm all the details. I tried to make sure she would get back to me and she confirmed yet again that I would definitely hear from her. Unfortunately, I haven't heard from her since.

I finally got in contact with someone by January and I was furious. And it's not like I could easily just return the furniture as I bought it with a credit card through their website. They insisted on making me hold on the phone and still gave me no solutions. Constantly people would tell me they would get back to me and never did. It wasn't until I received a promotional email from them and I was just so fed up I replied back to the email with my frustration that I heard back from them. I automatically received an email with delivery instructions the next day.

Now I received my new bed set on January 24th. The delivery drivers, took my old bed and I was in shock by the amount of damage I noticed done to my floors because of the negligence from this company. My broken bed pieces were just scraping my wood floors for 3 months straight not to mention I was also pregnant. I am now trying to contact them about being compensated if not for my time or being lied to and sleeping on a broken bed but for my wood floor damage. Now they're trying to say I didn't contact them about the scrapes on my floor within 2 days of my first delivery date so there's nothing they can do. And that they don't compensate for personal property. With that being said, please just stay away from this horrible business. I would've been better off going to Bob's Furniture. Oh and I finally received the parts that I was originally supposed to receive in November, 2 days ago.

I have fought with this company so long and so hard full five times. They have they have closed my case and my items are not being repaired. I paid extra warranty. I paid in for an extra 5 year warranty on my items and I can't get anyone to get these items changed out or repaired. They want you to go from the warranty back to the store because it's less than a year old. I'm tired of the back and forth with this, it's been 8 months now and I've still not got my furniture repaired. I still don't get phone calls from them, When I call my case is closed and they reopen it for me and they say they'll contact me and they don't they close the case. Again this company is really really bad. Buyer beware.

As we proceeded to the front desk to finalize this major purchase (2 xl twin mattress $2499.00 a piece) again never mentioning the restrictions on this deal, and how we where LOCKED in on this deal now. If we did not like the mattress THEY WOULD NOT REFUND OUR MONEY. We had the mattress, delivered on the 23rd of December 2019. The Mattresses came and the delivery men were great. When they left I started to put on the sheets. I noticed that they delivered TWIN mattress. I immediately called the store and they set up another delivery for the correct mattresses (the store's mistake). The mattress came and we slept on the mattress for a couple of weeks and were disappointed that this was not what we thought they were. We just don't like the feel and comfort level on this mattress, so we made the call to have the mattresses picked up for our refund.

Well this is where the experience gets very unpleasant. The people we spoke to were very rude and smug with their replies and it seemed as if they enjoyed the fact that they continued to state that they and the salesman that failed to fully inform the customer of this promotion WERE IN NO WAY RESPONSIBLE FOR NOT FULLY EXPLAINING THE PROMOTION, and that there was nothing they would do for us in the way of a refund of the mattress. For a cash refund we had to purchase another tempurpedic mattress

Myself and my wife made several calls to get ahold of a manager to address this issue and see if we could get some satisfaction. We spoke to gentlemen and he assured us that he was a manager (he gave us his name and an id number). Again he claimed that this was not your store or the salesman's fault for not sharing such important stipulations to your promotion. At this point I understand why he didn't explain the promotion because we would have WALKED AWAY from this situation. What person would buy a mattress, sleep on it for a couple of weeks (or 90 days) and then be told that you can't return it for a refund, you must buy another mattress that you didn't like sleeping on? Sounds like he was trained to not be completely be honest about his sales tactics or the store's policies.

I understand that you feel this is not true of your company or your employees but this is what I feel is the case. I have been in retail management for 33 years and the companies I have worked for in the home improvement retail business would be out of business if we treated our customers they same way with disrespect and no concern for treating them properly. There is ALWAYS ANOTHER STORE IN THE SAME BUSINESS!!! And this is not the first time we have dealt with poor service from Ashley Furniture.

We bought a sofa, loveseat, and a electric fireplace from your Brooklyn, Ohio store. That ended in 4 deliveries, and 4 months later before we ever got the furniture we bought from you. We believe in second chances and giving a company another chance. We did this with Ashley Furniture and we did NOT GET TREATED FAIRLY. In this day and age where social media is a very powerful tool and word of mouth is so important to a company's sustained future, we choose to contact you to see what you would do with this information first. Please feel free to contact us at the following numbers below or contact us on our email address.

Barney Furniture owns them and wouldn’t do anything about it. Today 2/7 I bought a recliner from La-Z-Boy. Ashley Furniture is in Springfield, Il. So...I turned them in to our consumer defraud department at the state of Illinois Attorney Generals office. People, you have recourse to let them know when they lie. By the by, still no clearance or sale sign on merchandise or room. Guess this falls under buyer beware?

I called my salesperson who gave me the number to call for the store warranty repair. I placed the call to them and a young lady answered. After getting all my information, she put me on hold for about 3 minutes. When she came back, she told me that the repair company will be calling me to set up a date for them to come out and fix the recliner.

Near the end of Monday, I called the store warranty department and talked to them, saying I had not received a call from the repair shop yet. The lady said it could take up to "7 days" before they would call, "just to set up a repair date"! I told them that was unacceptable that I had company coming that weekend with a 3 and 4-year-old and it was an unsafe condition for them. Sandy (the "Supervisor") said there was nothing more she could do as it was a third-party repair company. Well, it has now been 3 days since the first phone call and I am still waiting for this"third-party" repair company to call me to set a date.

If this goes the same way third-party repair companies I have had to deal with goes, they will come out, say, "Yes, it is broke," I will have to order a part and it will take 2 to 3 weeks to get it in and then have to schedule you for the appointment to fix the item. The bad thing for all this is that I only had the couch for 2 weeks and it broke. They wouldn't even switch it out for me. I do not recommend anyone to make any purchases from Ashely Furniture.

Plus I needed 5 seat sectional now I can only use one side. This is criminal. I will contact the NYSAG to get involved. There must be 10s of thousands with same issue. BBB give them F and D ratings nationwide. This is like being robbed of your wallet by gunpoint. They knew from jump street this item was damaged. Replace or remove it already!!! PS How can I add my photos to this review so everyone can see for themselves?

I have a witness that was with me who heard the salesman say he was going to put a note on the order to take the old mattress. After this entire event, I am most likely never going to recommend anyone to Ashley, nor will I shop there ever again. I paid $60 more to have a customer service rep tell me there is nothing they can do for my old mattress. Not Great Service. Not to mention that I did not get a response from customer care when I sent an email on January 20th, 2020.

On the 28th of December they delivered the unit and gave me a $100 gift card. After they left I realized the frame of the sectional was broken. I called the store and left a message. Later that day I called again as no one had called me back. They said they couldn’t do anything and I would need to call back Monday. I called Monday and they said the district manager was at the store that day. I said I wanted to talk to him and that I was very upset. They came back on the line and said he was busy and would call back later.

When he did finally call I told him I thought the quality of the unit was bad and I wanted it replaced immediately he said that was impossible and I would have to wait. I told him I was going out of town on 1/10/20 for ten days. He said they would deliver it when I got back (no urgency to make it right). I also said I wanted more than the $100 card for compensation and he agreed. I got delivered on 1/18 but no other compensation was delivered. When I called and l left another message Chris has not ever responded. HORRIBLE CUSTOMER SERVICE.

Maria A

I then explained that I'm tire of the run around and I've paid in full for my furniture and I should not have to wait 2-3 months for it. I also told her if I don't get a definitive date of when I will be receiving my furniture I will take it up with their district manager, at this point she decided to be helpful and said she will get an answer for me and call me back. Well, she never called back until the next day and I finally got my furniture after 2 months!!! The service they provide is horrible, unprofessional and unreliable as a company. I will never do business with Ashley Furniture again!!!

First of all, the whole company is scam and everybody (even their employers and their delivery guys complain about their lies and I heard lies from all of them) are mad at Ashley, and I do not know where some of these 5 stars coming from (I guess they make some fake accounts to randomly put 5-stars review for them if you look at their history they only have 1 review and it is Ashley). I recommend for ASHLEY review take a look at YELP (2.5-starts even with their fake 5-star review) or other online review platforms. I am hugely surprised how they have maintained in business in the US with this awful customer service.

Regarding my experience with them, please be cautious (scared-scared-scared) of these names: DAVID, SAHAR, KALY, TOBY. They are professional liars/scammers. Initially, they treat you as if they love you so you feel they are the nicest people. The purpose is to attract you and catch you in their traps. Their tricks to do that includes: Hey buddy come here I give you great discount (while the original price is 3 times higher), we protect your furniture for 5 years, push you to buy tonight because tonight we have a great deal and we want you to take advantage of our great deal, we have 48 months finances, and so on and so forth.

Unfortunately, we were fooled by SAHAR (salesperson working in Dublin store) and she connected us to a so-called manage David in Colma store. They asked us to open a credit card for financing 2 days beforehand, but at the time of payment, David added 10% to the whole purchase because of financing. It was the first lie and we got a hard inquiry and credit score dropped hugely and could not use that with 10% more (we bought $11000 things from Ashley and with the finance, it was $14500). They are very professional scammers and do their best to catch you in a trap so you cannot decide. Therefore, we had to pay all upfront that was very stressful for us. Then David pushed us to buy a protection plan but we did not trust them to have protection plan.

After payment (November 27th) they set our delivery for 3 weeks later (December 14th), while we were previously promised by SAHAR for 3-4 day delivery. The most awful part of the experience is after 3 weeks they changed the time of delivery 2 times and push it back to the very late afternoon. 3 delivery guys brought us some of our items. When we looked at them, we were shocked. After 3 weeks they brought us garbage, damaged, scratched, and even some floor samples instead of brand new. They broke my door, damaged my wall, hugely scratched my hardwood floor and damaged my house, and we only got only 25% of our stuff that looked pretty much like floor samples, although they charged me for brand new.

Interestingly, it turned out the delivery guys faked my wife’s signature (signature forgery) that I did not have any complain about $2130 damage they caused to my property (floor, wall, door, entrance Landscape lights). After 10 times calling and spending 10 hours, they scheduled us for another delivery (January 5th) and promised to refund my delivery fee because of the inconvenience. New delivery guys brought the same items (broken, damaged, scratched, floor samples...).

Afterwards, we had 3-4 more deliveries (total I guess 8 times) every time something was missing and damaged. Finally, we had to accept all the garbage they delivered to us since we got tired of their lies and mental problems we had got from them. All in all, they are professional and educated on how to play with you mentally so you give up. If you wanna waste 3-4 months of your life, your money, your mental health, and finally receive a bunch of garbage buy from Ashley.

Next, we noticed that another retailer was selling the mattress for cheaper, and under Ashley's policy, you should be able to get a price adjustment up to 30 days. We called and left a message with the store, no response. We called back a day later, finally said you have to call back as the manager that can do the adjustment isn't in. Still no call back. We call again and speak to someone and they finally tell us the price adjustment has been processed. We wait 7 days, and there is still no credit on the card. We call back and they say, "Oh it looks like it never went through," and finally, lo and behold, it's finally credited back to us.

Fast forward to the delivery of our furniture. The delivery personnel were so quick, they didn't even allow us to check out the furniture and they were out the door already. I quick went and looked at the furniture and literally every piece was damaged. They were chips in the footboard, some of the drawers did not open and close properly, and the five drawer chest was completely damaged beyond repair. Literally the set was a piece of junk that we paid well over $1500 for. They also forget to order us an adjustable base connection chord, so the base was useless to me and my husband. I called my sales rep who said she ordered one, but then never was delivered.

I call their customer care department, which has to be the worst possible customer service department I have ever dealt with in my life. They were super impolite, and had no idea how to handle the situation. They told me they had to have someone come out and repair the furniture. REPAIR?! Repair the brand new furniture that just go delivered and the furniture I just spent over $1500 for to get repaired!? I was furious but gave in because I just wanted this to be over with.

Fast forward another two weeks. The repair guy (who was super nice and polite), basically told us the chest was damaged and needed to be exchanged for a new one and we needed a new drawer for the dresser with mirror. He then touched up several areas of the dresser, mirror and footboard with touch up paint and was on his way. So I wait for customer care to call me. They never did. I call them and ask for an estimated delivery, and they couldn't even give me one. Finally after 4 attempts with the crappy customer care, they tell me the chest is going to be able to get exchanged, and it will be another 3 weeks until delivery.

The second 5 drawer chest gets delivered, and it's just as bad as the first one. The top drawer is crooked, the top isn't nailed down correctly, the drawers are all unaligned. Keep in mind, I am still waiting for the drawer for the other dresser. Customer care contacts me and says the drawer will be delivered middle to end of January directly to my house. I call them back, wondering where the drawer is, and they tell me it's still on order!!! What?! I STILL HAVE NO DRAWER. AND I STILL HAVE A DAMAGED DRESSER. And a crappy bedroom set. I am ready to take the whole bedroom set back. I honestly can't believe this company is even in business. If I would have known things would have been this way, I would have never bothered with Ashley. I would not recommend this company to ANYONE!!!!

6. Called to try and get it fixed and they wanted to charge me a 30% restock fee for their mistake. 7. (shouldn't have done this) Ended up buying the leather chair to match and keeping the other chair. Grand total of purchases and tax was $4500. 8. The day after delivery my wife sat down in one of the kitchen chairs for the first time and it wobbled A LOT... we have lived there for 16 years and never had another chair do that...on closer inspection 3 out of 6 chairs wobbled and the finish was bubbles up on one and messed up on the table in one spot a little too.

9. I called and was told to call warranty. I called and filed a claim and told they would call me back within 3 days. 2 weeks later I called again because I never heard from them. I was advised to call the store because it might be handled under manufacturer's warranty. I called the store and was told to take pictures and send them in and they would get back with me... I did that the next morning. 2 weeks later I called back because they never notified me and was told they were ordering a new seat and sending someone out to install it and fix legs... by this time we have been through Thanksgiving and Christmas without a usable dining room table and chairs and to this day (January 27th) I have not heard back.

10. On a separate note the finance company (Synchrony) took my first payment and never applied (tried to charge a late fee) it but since I had the confirmation number they fixed it. 11. The love seat and recliner are both so uncomfortable that my wife and I can't sit back in them. Even with the adjustable headrest it is terribly uncomfortable. I wish I could just back a few months and keep the 15 year old Franklin Reclining couch and Love seat and recliner that we bought from Furniture Row. I am sure it is too late for me as Ashley has already proved that they do not care but I hope someone else can save their self a headache or 2....I on the other hand will be paying for this mistake for many years to come. I went to their website to post a review but they reserve the right to take off what ever reviews they want so I figured what is the use.

When home decor is for sale in a store I would think since it's for sale it belongs to the store. But now we are told we have to pick the picture and the vase up ourselves and bring home. Why was we not told this. I have called several times to the store and I could not talk with the store manager. All I got was a sorry and a run around. Telling them why was we not told about the vase and the picture. So after dealing with this issue. I told a lady who said she was a manager to call the delivery department to give me a window of 30 minutes to meet the guys at my daughter's home. I received a call from my daughter saying the guys are at her house waiting on me to come and open the door for the delivery. Therefore I had to rush to get to her home to open the door.

After getting there the most of her furniture were not there. I called Ashley Furniture to talk with a manager. It took a couple of days to catch up with Jim who said he was the director. I told him the problem. He said, "I will call you back within 30 minutes." This was Friday early in the day. I waited and waited for a call back. That didn't happen. So I called Jim and I was told he was called in a meeting. It is Sunday night and I still have not received a call back from him. And still no furniture. The customer service Department is horrible. The people that works the desk at the store could only say they were sorry but sorry don't cut it when this all you get and still no furniture. The director don't have a word that you can stand on because he didn't return my call.

The overall quality and customer service is horrible. This has caused nothing but frustration. I was told they are going to send me a check of $110.00 since I told another manager that I wanted my money back. I told them to mail it. Well I don't believe that is going to happen. The review from me is a 0. I have never went through nothing like this before. This suppose to be a happy time. This was a horrible experience. I will never purchase furniture nor home decor from Ashley's furniture. They have a communication breakdown. Any overall the service is lousy. The experience was a nightmare. And I see why. When a director lie to you what else can you expect. A nightmare. I advise anyone who wants to buy furniture from Ashley's furniture not to do it. 01/26/2020

Two years ago we bought a dining table and chairs. Our delivery experience took over a month to complete and sounds just like so many that I have read here today. I thought our first experience was an isolated one, but I guess not. I just hate that it has taken twice for me to learn my lesson. I will never shop with them again and will tell everyone I can to stay away from Ashley Furniture.

Issue #1 – Ordered a table and 8 chairs and a sectional sofa. Paid and scheduled for Delivery. Upon delivery only the chairs and 4 out of 5 sections of the sofa were delivered. No table or the 5th piece of the sofa. Based on the missing items we could not use the furniture until the replacements came over a week later. We were told by the delivery drivers that the 2 missing pieces were on back order and would have to be delivered at a later date. No call prior to the delivery to notify us of the missing items or the back order.

Issue #2 – Upon inspection of the sectional couch, a back support on one of the pieces was damaged (cloth torn and wood under the cloth broken). We contacted Ashley to set up a replacement. No follow up to say when the replacement would arrive until we called the store ourselves. It was 3 weeks before the replacements arrived.

Issue #3 – The chairs received for the table were not even to the floor. They wobbled when anyone sat on them. We called Ashley again to have a repair person come out and fix the chairs

Issue #4 – We also ordered a bedroom set. (1) Chest, (1) Dresser, (2) nightstands and were told that the bed would be available the 2nd week of February. We were told that we could not purchase the bed until it came back into inventory. Initially we decided to leave the store since the bed would take over a month to receive. The store sales person assured us that the bed frame would be available in February and offered to lend us a metal bed frame to hold our mattress until the other frame became available. We have since found out that the bed frame will not be available until 3/27, Not February as promised. We made the purchase of the matching pieces based on understanding that the bed would be available in February. Had we not been assured of this we would not have placed the order for the matching dressers, etc.

Issue #5 – Upon delivery of the Dresser, chest and nightstands, the dresser was not delivered due to being on back order. Again no call ahead to notify us. The chest arrived broken at the foot and was refused. So for this delivery the nightstands were the only items delivered.

Issue #6 – Upon delivery of the dresser (which was now available) a 2nd chest was delivered – again damaged. This time the damage was much worse. The foot was broken in addition to a large scratch down the front as well as the dressers main frame being broken.

We are still pending our chest delivery and have not at this point been able to order our bed due to the lack of follow up from Ashley. We have spent hours of time on the phone with the sales person (Angel), the store managers (Alicia, Aaron and Sally) as well as the corporate office. The follow through from Ashley does not exist. I’ve asked for callbacks and they do not call back after promising that they will call back with updates or to follow up. We’ve had to callback on almost every issue. When trying to contact the store the phone lines either go unanswered or when someone does pick up, the call is disconnected. I spoke to a female at what I was told is the corporate office and asked her to have her manager contact me back. She stated that she would and I never received a call. I put a review on yelp and a response was received from Ashley with a promise to contact me to discuss. That was 5 days ago and no call.

We’ve called back to the store and asked to speak to the manager who has refused to get on the phone himself. Instead has asks his manager to relay messages to us. At this point we are requesting to return the Dresser, Nightstands and Chest as we will not be purchasing the bed from Ashley based on our experience. We’ve made this requested through the store via manager Alicia and she refused to accept the items stating that they do not do that.

We are in a position in which we purchased these items in good faith based on the promise of receiving the matching bed in February. We were willing to wait until March but based on the lack of follow through from their leadership team, we have lost all confidence in their ability to deliver going forward. We’ve also asked Ashley (corporate and the store directly) to compensate us for our time in having to be home and take off work for repeated deliveries and due to back orders and repairs. They offered a 100.00 refund which is an insult given that we spent thousands with them thus far. We have no choice this point but to file this complaint with the BBB.

The delivery men said they would come back January 14th and put the bed together. Nobody ever called me to confirm so I had to call and they told me they were NOT coming on January 14th as the hardware was not in stock. At this time I requested (& had to fight for) a refund. We scheduled the refund for tomorrow, January 25th. I did not get a call for a 4 hour window so I called Ashley furniture.

They are now telling me the retrieval of the furniture was never scheduled. They also informed me that once the furniture is finally (if ever picked up) I have to wait for it to get back to the warehouse and physically go back to the store with my card to get my money back. This is the biggest nightmare I have ever been through. I am stuck still with disassembled furniture in my bedroom. This has been disrupting my life for months. At this point I will be putting in a claim to the credit card company to cancel my payment.

I purchased a Sealy pillow mattress with a 10-year warranty. Within a couple of months I noticed a sinking spot in the center. I complained, an inspector came out, filed a claim and replaced the mattress with a new one. Fine. Within 3 months of sleeping on the new mattress, the same problem occurred. After another inspection and waiting a month and a half, I was told that Sealy had deemed that my sinkhole was just under an inch and half and therefore within their standards and could not be replaced.

The mattress cost me $637.00, (orig price 849.00) it is just over 2 years old and I wake up with back pain every morning. No, it is not the most expensive mattress but I did hope I could actually sleep on it without pain. I was told that if the sinkhole gets deeper to contact Ashley. In conclusion, Ashley sold me a substandard product back by Sealy who has a low standard warranty! I consider this a total loss. I will never buy another Sealy product or shop at Ashley Homestore again. Just awful! I'm angry I had to give this review 1 star.

I then went back to the store and talked with a manager who informed me if I cancelled the order I would be charged a re-stocking fee of. I asked him to talk with his boss and he told me he would call me back within two days. Three days went by and no call, so once again I went into the store and talked with the same manager. I ended up canceling my order. Was issued credit, I had just made it out to the car and was sent an email thanking me for an order for $555.49. I waited a couple of days and called customer service again now about the new charge, she was very pleasant and said she would contact a special manager at the store, and ask her to reach out to me about the charge, which I never received a call from her. I did go and purchase from American Furniture and had all my furniture delivered two days later. Customer Service was great all through the process!

There are SEVERAL other competitors out there that allow you to test and if not satisfied can return the item, as it should be!! We expected the same from Ashley and now know it was a fatal mistake! They did offer to allow us to change out the mattress to a different mattress that might be more comfortable, but to their shame and lack of customer service wanted MORE $$. Unbelievable, especially after we spent over $8K!! Feel really dumb and hope people go to their competitors, Sleep Number, IKEA, etc that have better deals at lower costs with satisfaction guaranteed. Shame on Ashley for this CRAP policy, not disclosing fully and not standing by their product to lock in their sales and commissions. NEVER BUY ANYTHING FROM THIS SHADY COMPANY!!!!

At one point I was making daily calls to both Ashley and to Montage (because each company was apparently waiting on information from the other?). My husband and I both sent numerous e-mails. We received two separate deliveries of exactly the same INCORRECT PART.... It was a fiasco. Anything that could go wrong, did go wrong, and there were very few moments when anyone at either company made any attempt to apologize for the ridiculous amount of time the repair was taking. My husband and I had been purchasing most of our furniture from Ashley and we were very happy with the sofa and loveseat, but this experience has permanently damaged our view of both Ashley and Montage.

His goal was to explain to us all about the mattresses we were inquiring about. He was also intuitive to figure out that my husband and I did not like the SAME mattresses. He then went a step further to explain that we could actually buy two different TWIN XL mattresses to make a KING size mattress. He then made sure to check the inventory on the particular ones we were looking at to make sure they did come in the XL size. He was so awesome -- I believe he "saved" my marriage by explaining to us that we could SPLIT the bed!! Nicholas is truly a Miracle Worker!! So, if you need a mattress - please go to the new Baton Rouge, LA location and request NICHOLAS **!! YOU WILL HAVE A PLEASANT EXPERIENCE!!

If I would have known this is how Ashley Furniture conduct business with replacing a brand new purchase which arrived defective I would have never purchased anything from them and after this experience I will never purchase anything from Ashley Furniture nor recommend them to anyone looking to purchase furniture. It should be a simple exchanging out a defective chair for another one since the defective chair was reported the same day it was delivered and had never been used.

When you approach the truck to ask what the hold up was he told me he was on with the delivery company to tell them he could not complete the delivery and as I found out later his excuse was not the card but he felt I was rude. I also found out he elaborated his story by telling his company he didn’t feel comfortable coming back to my house because I was rude. I not only paid for the merchandise on the truck I paid for the merchandise in the truck. It was the most horrible experience I have ever had and whilst Ashley customer service was helpful they weren’t helpful enough because my grandson will have to sleep on the floor over the weekend and maybe even longer because my only recourse is to call Monday the 20th if January to reschedule, which who knows how long that will take. Very disappointed.

I expect an apology for the very frustrating experience and some compensation for the poor customer service experience. Btw I’m a very reasonable person but this put me over the edge and I told them to leave my property and I would report them to corporate. Your delivery team did the best they could on the phone but these guys need to find another job not dealing with the public. Please advise ASAP. Their pitfall response:

"Thank you for contacting our We Care email. I apologize for all of the inconvenience this has caused you. As it states in the contract that you signed, 'Prior to our arrival at your home, please remove the old furniture from the room in which your new furniture is going'. This is not something that our drive team will do, this is something that needs to be done prior to your delivery. Regarding the plastic on the mattress; this is not a service we provide as it is not a required part of assembly. Again, I do apologize for the inconvenience. We are not able to provide compensation for this issue, but we will notify the warehouse of our driver's behavior."

Kitchen accent cabinet was damaged so could not be delivered (for 2nd time). It has been 3 mos of failed promises to deliver - still no hutch, sofa table, kitchen accent cabinet, curio wall cabinet, dining room chandelier. Rude customer service reps. We had to schedule repair of dining room chair (screws fell out bottom of sear cushion) - we were notified day before repair rep was to come out that he was sick so we had to reschedule.

After reading several reviews as well as my personal experience, I believe this company practices misleading sales practices - they sell products knowing full well they cannot deliver what they sell in a reasonable period of time. They need to be reported - which is why I am sharing this review. We spent over $10k - we are extremely disappointed and tired of the disruption in our life - all we wanted was to purchase quality furniture at a reasonable price from a reputable company. We have furnished several homes over the past 30 years - this has been the worst experience by far - very sad!

They say our builder has to do it. Remember our builder did them a favor installing it in the 1st place so we had something to use. Because they wouldn’t deliver it until the stove came in. Well today is 1/17 & it’s still in their warehouse & they refuse to take ownership & back up their products & make it right. My builder will take care of it now but they shouldn’t have to do this. They did not damage it. I’d return everything if I could right now & purchase somewhere else. Will never buy anything from them again or recommend them. Once the sale is completed they stop caring about the customer.

They then called their manager and my dad spoke with him (bad back and fighting cancer which he told them and they did not care) and that manager said “I am at home in front of my TV and I’m not currently in the office. Can this wait until tomorrow?”. This company does not deserve ANY business with how they treated my elderly parents and I will be posting this on every site hoping people know what happens with this company. All my parents wanted was to purchase furniture for their home and this was how they were treated. Bad business, horrible employees, and a careless attitude toward customers who sprang so much to get so little. They clearly were are ok watching elderly individuals hurt themselves rather than do the job they are paid to do.

When we completed the purchase our delivery date was for December 17th, which of course felt like forever. The following weekend we moved into our new home and realized that we wanted to change the layout of the couch so that the chaise was on the other side (we didn’t measure prior and that was on us). I called immediately and spoke with a Felicia. She changed the layout and informed me that there would not be a delivery date change. A couple days later she called to let me know that in fact the day would be changed and that she was so sorry. It was changed to the 24th, yes Christmas Eve. They claim that they only deliver to our area (Cartersville) twice a week Tues/Fri but that Friday of the week of the 17th wasn’t available. At this point I was of course upset but being that I was a teacher on break it was fine and I would be home. Christmas eve comes and they bring us the couch…. In TWO DIFFERENT COLORS.

So, Felicia changed the layout of the couch AND the color!!! We could not do anything at the point because of the holiday. Mind you we also did not UNWRAP the couch because we did not want to get charged for it, so we had only a chaise to sit on over the holiday. On December 26th my boyfriend and I went to the Kennesaw location and spoke with Fred, the manager. At first, he was not very apologetic, and we were very frustrated being that it was our first Christmas in our new home. By the end we did get some money back and he explained that we could use the mis-matched couch as it would be another wait for our correct one. So, we went home and unwrapped the couch to use for 3 more weeks. Our new date for the correct couch was now on January 14th. Now we are going on months without our couch!!!

Well January 14th comes, and our time frame was from 4-7pm. By 6 pm I knew it was not coming and that’s when we received a call from dispatch letting us know that the truck with our couch broke down and that to call the store to figure out your new date. ARE YOU KIDDING ME?? (Mind you I am not longer on break and we had to take off from work to wait on the couch.) After multiple phone calls to the store, dispatch and the warehouse we got a new date for Friday the 17th. I BEGGED THEM to do 4-7pm so that we did not have to take a day off from work again and they claimed that it could not be a definite due to the “route”. On Thursday we get our confirmation for 8-12pm OF COURSE. So, my boyfriend had to take off another day of work (second one that week). Well on Friday by 11am no one had arrived or let me know that they were in route. We called dispatch and she said that they were coming to us next.

By 2pm I receive a call that the truck had mechanical issues and it’s not going till 4pm!!! MORE TRUCK ISSUES??? They finally arrive around 4, which I was home from work so boyfriend would NOT have had to take another day off to wait for them to NOT SHOW UP. Overall, this was an absolute nightmare. The store, dispatch and warehouse all LACK communication and customer service. I even reached back out to the manager on Friday to give him an update and he told the receptionist to let me know he was busy, and he couldn’t talk. How do you run a business like this????

Throughout this whole ordeal no one had seemed to care that they MESSED UP. If we did not go to the store the day after Christmas, we wouldn’t have even got the small amount of money we got back, which I mind you my boyfriend would have made more going to work those two days!!!! I reached out more times than I could count to try and figure out this situation and each time I was told I would get a call back and never a solution. They just brush you off after they get your money. No wonder they say NO REFUNDS. DO NOT EVEN BOTHER WITH THIS COMPANY. I am contacting corporate as well and we will see if they are anything like the store, warehouse and dispatch.

A year later, this table isn’t used for dining, a bubble appears on it. We call in the claim and was asked to send photos. We did and was told it was accumulated damages and if a tech came out we would be responsible for paying. Really? I called back and the lady called me a liar and refused to have anyone come to look at it. Clearly they sell you a warranty in hopes you will forget about it after they have your money. I’m not stopping! I went back to the Gastonia store owned by Charlie Malouf where we bought the dining table and one lady tried to help (June I believe was her name). I don’t recommend this place. They praise this warranty and make it sound great knowing it isn’t. Basically they robbed my family.

What next, so now waiting for floor model to be delivered because oh ya the set is discontinued which they neglected to say when I bought it and that the floor model is the only one left. Imagine that so here I sit 4 months later and still no complete set and they weren't even going to take money off for floor model. Not to mention the manager Mike at Cherry Hill store gives me attitude because I guess I don't have a right to be upset or have an issue with this. Never again worst store ever!!!! Just want to make a buck don't give a crap once they make their sale. So no stars absolutely none. Zero star!!!! I give negative stars -20 stars.

I watched the furnitureappliancemart.com website because they deliver for Ashley and it stated we were number 10 for deliver at 1:10pm. I left for work and expected a call around 1:00 for when the delivery will be arriving. I got a call stating at 1:00 that the delivery guys could not deliver because 1 was sick and the other got hurt??? But they were able to deliver 9 other orders before mine and you call me 10 minutes before my delivery??? That is shady as hell.

I called and complained to Furnitureappliancemart and Ashley in Janesville and Madison Wisconsin about the issue. I have no bed, no dressers and an empty bedroom!! They stated it was out of their control and the new delivery would be January 15th! If you already have it on your truck and it was next in line deliver the darn thing! I also offered my son to help unload it for you. I find it hard to believe being I was already delayed already. They offered to give back $150 deliver fee but my wife is furious and wants to cancel the order if not in the house by the 14th. They also put the risk of damaging the bedroom set moving it again to another truck! Not happy at all. Stay tuned we'll see how this plays out.

Here we are today waiting for parts again and I was just told by Ashley they hadn't heard from the service center at all yet! WHAT! THIS IS ABSOLUTELY RIDICULOUS! I'm at a loss and wish I never bought a couch with charging ports and electric kick out because they haven't worked since the wk I called in October! I told the customer service rep on the phone I'd be willing to trade the couch in but apparently that isn't something they can do. Has anyone else had these problems? Why did I buy a service plan when they aren't upholding their end of the deal?

I waited until 10:15 I called Customer Service and they said my window was from 1pm-5pm. I was livid. I had to go to work. I told them I had to go to work and the customer service person told me that there would be a 25% restocking fee. At that point I was furious. Luckily my son had some personal time he could take and arrived home at 1:00pm. I left work at 3:00pm and still furniture had not come.

I called the delivery dispatcher he said they were 10 minutes away. I arrived home and they were there. 3 men came and brought the furniture. They set up on the floor but without legs. I said I know there are legs. The Spanish guy was nice. He found the legs. The driver was trying to rush them saying we got to go. The other guy asked me if I had a drill. I said I believe so. He said we forgot our drill. Then he proceeded to tell me that we could put them on ourselves. It's very easy to do. I said, "Who do you think you're telling that to." They finally got the legs on and they were gone.

Well 1st week of January my bed is ready for delivery 7 Jan 2020. Delivery crew was terse and rude during There was no hardware to put the bed together, so I had to wait another day. Day two the delivery guys came and the foot board was defective. I called the manager because 3 months later and another two day delay and I still couldn't sleep on my bed. I called the manager and he said he'd have to look into the matter. He offered his apologies and said he'd give 10% off but it wouldn't show until two months later.

Day 3 the bed was put together however the delivery crew seemed annoyed that I watched them assemble the bed of which they had to replace the footboard, headboard and a drawer admitting the bed delivered had quite a few defective parts. After speaking with several other members of my platoon who had awful experiences with this company as well. I will NEVER purchase from that company again. Also if the discounts don't show I will be returning it all.

After they finally left, I noticed they had damaged my brand new floors by scratching them. I took photographs of the damage, and contacted Ashley about my complaint. Again, the customer service department was very helpful. I recently received a follow-up call from Ashley telling me that my claim had been denied as the transportation manager had investigated and determined it to be unfounded. I was never contacted by the transportation manager during the “investigation”, and the workers apparently claimed they used blankets during the process. I was then informed that there would be no recourse for me, and that I just had to accept the result as re-submitting a claim would be sent to the same transportation manager.

I write this review as information to anyone who would have Ashley in their home. Beware that the delivery people are callous toward your home and belongings, and if they cause any damage they will most likely deny it leaving you to fix it on your own. I can say I will never buy anything from Ashley again, and I am very weary to purchase anything from similar retailers.

My next statement showed an interest charge of 77.00. I called both the store and the financing company again and said I was promised 2 years no interest. they said I missed my payment and they canceled my plan. This is basically theft in my opinion since I have paid every month. I was not told about this and neither company will do anything about it. They have both basically told me they are not reversing the charges or honoring the plan I signed onto.

They ordered the material/parts for the couch and told me it would take 5-7 business days for it to arrive at my house. I found it odd they sent me the material first rather than the technician, but that's ok. It took about a week and a half for it to arrive. Issue number one. When the material arrived I was told to call back to set up an appointment. When I called, get this, they said someone would call me back in 3-5 days to schedule an appointment. WHAT?? So now I'm waiting another week not for someone to come fix it, but to get a call back to schedule an appointment (which in turn will take more time to wait). Here's the good part. After a full week, no call. Turns out my ticket was never processed and no one ever picked up my repair request. My repair was then red flagged and "rushed" to make sure it was taken care of in a timely manner.

I'll let you take a guess as to what happens next... If you said my ticket wasn't processed again, you were right! A month has now passed and I still have no repair scheduled. After another phone call I finally had a tech scheduled to come fix my sectional on December 28th. They called me back one more time to confirm what material/parts I needed for the repairs (even though I ready had the material shipped to me). We double checked everything and I asked if they were sure I had the right material. I felt unsure because of them calling me about it. They assured me it was correct. My technician shows up early (after calling and asking) which was awesome. He pulls the material out and tells me they ordered the wrong part for my sectional. Are. You. Kidding. Me. I have been waiting over a month with countless phone calls just to find out I've had the wrong part sitting in my house the entire time.

My technician calls the store to order the correct part, so thank you for that sir. But it is now January 8th, 2020 and I still have no new material/part for the repair, no phone calls have been received, no order status has been sent to me, no nothing. I'm sitting in the dark. Again. Once I get this new material in I get to call back and wait another week to then get a phone call to set up an appointment and then wait another week or two until someone can come fix it. This entire process should take 2 weeks less than it actually does. Almost 2 months with my new (damaged) sectional and still no idea when it's going to be fixed. I probably won't ever buy furniture from Ashley again because I couldn't imagine having to deal with another damaged item. Unreal.

We waited on hold several times with several people. Nobody has apologized and nobody knows where our furniture is. It looks like our long wait just got longer. No idea what will happen next. I guess an $800 purchase doesn't qualify for good customer service. I hope somebody from Ashley will call me eventually. We still want the furniture. I can promise you one thing...I will never buy anything there again and I will tell everyone I know about our horrible experience.

This is a brand new sofa, I should not have to be making calls. This was a defect on Ashley. It would have been simpler to send a whole new sofa, since the manufacturer did not place a piece on my sofa to hold the material down. I should not have a repair sitting at my house for 4 hrs to sew my couch back together. I asked for manager and was laughed at. I contacted the store, but apparently customer service is not in the store, you get transferred elsewhere. I guess my next step is the Better Business Bureau. This is ridiculous. Horrible customer service, as well as, durability in the product.

So, I called again today. Mind you I even put in different light bulbs to see if that made a difference. Nope still not even close. I spoke with Kendall and they will take it back if we want to pay a 20% restocking fee and the $130 delivery fee! So, please save yourself the headache and DO NOT buy from Ashley Furniture! Plus there are major rub/rough Mark's that they won't even address other than take a lint brush to them it will take it away. Nope not working! After paying over $2,400 on furniture you would think they would want to make it right but they don't.

We called the sales person for a free delivery of the missing furniture. Nope, they would not deliver for free. 2 months later, the warehouse said they would have the missing furniture. We went in the store to cancel the rest of the order and they charged us a 10% "restocking fee" for the furniture they did not even have in stock. It was at that point the sales manager offered free delivery. Well, that is too little, too late. We will never use Ashley Furniture again. Beware!

I’ve missed hours of work calling because once the correct repair free table was delivered, I fully expected an inconvenience discount for trying to hand off the same broken table to me and ruining our family meal on Thanksgiving. I’ve also called to complain that the table top is splintering when wiped with a standard washcloth. I’m always told that someone will get back to me and here we are, January 6th with no resolution. None. They also lied and said I was “yelling and irate” which is not true - they record the calls and know better. I cried the day before Thanksgiving because my heart broke for my kids. This is the absolute worst company I’ve ever endured. I will never use them again for anything at this point and I was a repeat customer spending over $10,00.00 the prior 2 years.

After 7 weeks & no contact, I again called Customer Care only to learn there was no record of the re-order. The replacement was rescheduled for a 2nd time but delayed due to holidays. We were supposed to be contacted a day in advance regarding timing. That call never came. I called Customer Care again and was given a window between 12:30 - 4:30. 4:30. At 4:00 pm, I called Customer Care and was told our couch would arrive NLT 4:30. It actually arrived at 5:55. We arranged our day around being available. After having a pleasant sales experience, everything went south. I thought that someone in authority would like to hear about our experience, so I called twice and left messages asking that I be contacted by a Manager.

I was put on hold for 8 mins, and then again for 12 minutes. It's 3 days later and I have not been contacted. Ashley is known for manufacturing low-end furniture and all I can say is that this was our first and LAST experience with Ashley. I have never had a more frustrating, less professional experience. The inexpensive furniture and substandard customer service is just not worth the time we were forced to invest. If there was a ZERO star rating, it would be more in alignment with our experience.

Waited 3 days for that contact which never came and took the ottoman to the store to request a refund. Store personnel said they could not accept a return at the store and had to get approval from the corporate office. They called to speak with someone in authority at corporate while I was there and then told me that person would look into the matter and someone would contact me from corporate. I asked for that person’s name and was told they could not give names of corporate people?? Why - is it such a secret who works at corporate?? I was told if a return was approved then the ottoman would be picked up at my home (the complete opposite of what I was told by phone 3 days earlier). I have reviewed both the paperwork I received when making this purchase and the online information on Ashley’s website regarding returns and both clearly indicate that this item can be returned within 30 days.

I have NEVER experienced such an unprofessional, chaotic and anti-customer service business transaction. I am new to the North Carolina/South Carolina area, recently purchased a home and living in a fixed income. The refund of the $225 this ottoman cost is important to me and could hardly make a difference to a large furniture chain such as Ashley. They have lost a customer for any future furniture needs. After this experience, I would caution... buyer beware!!

Before the fourth delivery schedule I went to the store and asked for a refund however the store customer representative discouraged me stating that the refund will take 8 weeks and that it's better to reschedule therefore I decided to give it another try and of course I was deceived and lied for the fourth time. At this point no one has the right answer or explanation for the case and I was left limbo. I was told by one of the customer representative that I will receive a call and I never did.

On 01/03 I spoke with the store manager over the phone and asked for a refund. The store manager (Ciara) advised that she will put refund request and email me with the copy and never did therefore I decided to contact the store in person and headed in and experienced the worst customer service from the customer representative Alexis. She was not willing to speak with me nor hear what I was looking for assistance. I

I went there looking for a good explanation and assistance for my money to be refunded at this point but was treated like a trash. Upon asking for a manager, She told me to come another time stating that there are no managers in the store while there were more than one manager in the store. She was extremely rude to the point I felt like a beggar while looking for someone who can assist me with some sort of solution.

An assistant manager called Ashely came in volunteer and gave me a copy of the refund request however she stated that it has to be approved by accounts receivable. I am in a deep shock to experience this. I really don't know what I did to lose my right of receiving the item I paid for and mostly being put in this bureaucracy to have a refund after I was the one who was lied, deceived and left vulnerable by the company.

I just went back to the store 11 days later after we ordered, to find out why we still had no idea when we were to have the delivery after waiting 11 days. Note *we are repeat customers many times over, I spoke to the mgr today day 11 after purchase. His name is Patrick ** the store mgr.. This manager was as rude to a customer as I have ever ran into, short with me, rude, talking down to me like some sort of child. We just spent 2000$ and he could care less. I am in sales and if I ever treated my clients like that, I probably would be fired or have 0 clients, I was offended. He never made a call to try to help NOTHING. Just short rude answers, so the delivery would take over 3 weeks for standard couch, I cancelled my order today after waiting for almost 2 weeks and told I would it would take another week and a half to receive a couch.

It is hard to believe Ashley Furniture treats return customers like this, and when you go back to the store with your concerns you get treated like a you're a fool. Mr ** (store mgr) If I had any power to fire you because of the rude, crude way I was treated, you would be on your way to fill out a application at a new job, I hope nobody reading this AFTER BUYING FURNITURE has to try to get help from this Turnersville store, because if you want nothing but aggravation go visit this store, you should have your furniture in 3 and a half weeks and get treated like a fool, worst experience we have ever had.

I called customer care to express my dissatisfaction and ended up getting yelled at and hung up on. She accused me of calling her a liar, said I must have had the date wrong, and that my furniture was still pending made for my order (???). She said items were assembled at my home and I corrected her and said they were delivered already assembled. That’s when she got mad, a yelled over me and then hung up. I called back and another rep took my info and said a supervisor would call me back the next day. At that point I was more angry about how I was treated on the phone than my missing furniture.

Three days later and I still haven’t received a phone call. Because they keep pushing our delivery back on missing items. I have yes clue if they will come next week. Still missing the foot board, lift for our Tempur Pedic bed, foot board, night stands, chairs and a bench for our table. It’s been over 5 weeks since we made the cash purchase and am disappointed in their delivery and customer care team. Customer care sounded like a club party was going on in the background. They certainly helped confirm for me that I will spend my hard earned money somewhere else for our next set of purchases.

Said Manager at the Conroe location is no help and DOES NOT care one bit that I am frustrated for getting the run around on my exchanges. Said Manager does NOT tell the truth at all and apparently according to said Manager, cannot do anything - except that a manager name Robert at Customer Care (service), said the said Manager is the only one who can do something and has chosen not too. He will tell you whatever you want to hear to get you calm and out of the store.

We have three orders - ottoman, armless chair, left arm love seat, and right arm sofa with wedge. All pieces are being exchanged because they are all damaged. The technician came out, after cancelling the first trip after I stayed home and waited for them to come, and they did not show up, they came the day after Christmas to "fix" my brand new furniture. Now, if you were to go buy a brand new car, would you want someone to just fix it, or give you a new car if it was delivered damaged? Every time I call or go up to the store with an issue, it is, "Okay let us see, we have to call this person, talk to this person, wait for this person, and it will be 48-72 hours before we hear anything." Then I wait, then it is NOTHING. Then I go up there and call, then it is, "Okay we need 24 hours to get a response." It is always something.

We are still battling and chasing our tail in a circle. This entire company is a joke. Ashley Furniture has my money and there is no care of making things right and making sure I am a repeat customer in the future. How come no one can get all of my furniture scheduled for ONE day and actually delivered that day? Customers should not have to deal with this nonsense. I have been super calm, nice, and patient, but something has to be done. At this point, we do not want to wait another 30 days for our "track home" furniture. We purchased on November 10, 2019; there is no reason this furniture should take this long to get our issues corrected.

If we bought custom furniture I could totally see waiting 8-12 weeks to get our furniture, but we did not want that, which is why we chose Ashley Furniture to make memories with our kiddos with this furniture. There is so much more to this horrific process that I have NOT detailed here. At this point, I wish I had read reviews PRIOR to even walking into this store. *I have emailed anyone and everyone I can think of to try to get this resolved a bit ago.* Awaiting response.

Kama **

The 31st came and they delivered 1 Chair and AGAIN do not know when I would get my other chair. I called and the Rude Customer service lady says all they can do is give me credit for a $71 delivery fee for a $600 Recliner Rocker chair that I still don’t have and already billed and paid for!!! I should not have a delivery fee to begin with because this is the fault of a Horrible service that does not tell you when they don’t have the product that they are selling to you!! Never Ever Go to Ashley Furniture!! Worst customer service and Delivery service. Still No call from them. You have to hunt them down for their Mistakes and they are Unapologetic because they already Have your money and a contract that they are violating!!

The manager starts yelling and I am like, "How are you the manager acting like that?" She proceeds to yell, curse, and then calls me a b-word. I am completely dumbfounded. This has been the worst experience ever, and I still do not have the right product. I hope my call to corporate with rectify this situation but, we will see what that outcome will be in the next few weeks.

Reluctantly we had no choice but to wait until after Christmas (12/26) before they could come out; this impacted our holiday plans to host Christmas at our house, because we could not use or move this furniture that was in the main family room. On 12/26, we received notification that they would arrive between 7a-10a, but no one arrived; when we called, they said he was running late and would be there between 12n-4p. At 4pm we callled and was informed that the inspection was changed to Sunday 12/29; we wasted a whole day waiting for them to come out and now we had to wait longer for them to inspect the furniture before they can move forward on replacement.

On 12/29, the gentleman arrived and confirmed that the furniture was repairable; so I drove down to Ashley's to discuss in person, what will be done to replace the item. I spoke with Terri, a manager at Ashley's, who said he would make things right. I informed him that I needed this replacement done before the 1/1/20, as we will be hosting guests & family at my house; Terri was hesitant about committing to that time frame as 12/30 would have already been booked and 12/31 was probably filled up as well. I again reluctantly had to agree to 1/2/20, but informed him that it would have to be in the morning, as we would be departing out of town that day, which he agreed would happen.

Today 1/2/20, we did not received any notification of the time window for the delivery, so we call Ashley Customer Service; who informed us that there was no delivery scheduled for the delivery/pickup; and that the next available date would be 1/8/20. Again, another day wasted waiting for delivery that was never actually scheduled by Terri; we could have left early morning, to drive to southern California and not get stuck in traffic.

Since then there were 2 tech visits....each time the tech came with ONLY 1 work order (fix only 1 item). In fact today (Jan 2nd 2020), the tech came again with only 1 work order, to fix the Quinnland console and had NO hardware again to assemble it. What did he come for, then???? Looks like there will be no end to this ordeal. Tried calling Store Manager & Corporate Cust Ser manager is supposed to call me back today. Let’s see when this will end finally. Very disappointed. Will NEVER purchase at Ashley again. Will keep posting updates to inform what happens...

Well it has been 3 months with the new sofa and it is wearing worse than the first one. We phoned them and asked if we could just get a store credit to purchase something else. They said that it was normal wear and tear and would not do anything else not even replace the material. How can this be "normal wear and tear"? Each sofa only lasted about 3 months and we are still under warranty, even bought the extended warranty and they won't do anything! I am so disgusted with this. We will never recommend Ashley furniture to anyone anymore! It cost us $1600.00 to use the furniture for less than a year and we have to go out and buy all new furniture. I could have rented furniture less than that. We are out of $1600.00. DO NOT BUY FROM ASHLEY FURNITURE!!!

On December 31st NO DELIVERY, NO CALL FROM ASHLEY! Contacted the store only to be HUNG UP ON! A second call produced little information and that I would have to call the store back (a third time) and speak to another employee who stated that it would take 2-3 weeks to receive a refund of my purchase. Someone in the upper management of Ashley Furniture has to be aware of this type of problem and whoever that might be needs to be terminated and/or sent to a better customer relations course!

On Saturday Dec 28 my husband received a call from Ashley Furniture and was told that all items were not in! My husband explained to them that we already had a pick up date of December 30 at 4:00pm and that ALL items WERE in. So on Monday Dec 30 my husband decided to go down to the warehouse to clear up this confusion. And he was told that our sectional and ottoman won’t be in till Jan 10!! How does this happen?! How do they tell us that yes all items are in and make an appointment for pick up then turn around and tell us no our items are not in?! And after reading other reviews that are known for this. So frustrating! I just want my sectional and ottoman so I can be done with Ashley Furniture!

After 10:00 on delivery day Ashley called to tell us they would not be delivering our furniture and that it was back ordered until January 3rd. We specially came into town early to accept the delivery and are now paying 4 nights of hotel bills along with the extra money paid to the apartment complex to move in prior to the 1st not to mention our time off work. We made several attempts to call about the issue. We were told they would send an email an get back to us. I’m not sure why no one seems to be able to help you at the store location or customer service when there is a problem. No one has returned our calls.

I replied to that email received "Your message to admin@ashleymidsouth.com has been blocked. See technical details below for more information. The response from the remote server was: 553 sorry, relay of mail is not allowed. ulc: 62033161075, rcp: 0001. (#5.7.1)." I called 855-349-7015 and got a recording saying to call back tomorrow. The absence of customer service center tells me that customer service is not important at Ashley Furniture.

When I reported the other damage, I was asked to email photos. I did this immediately. I then asked how long it would take to get a new headboard and I was told that the “exchange department” needed to review the damage and that could be done for three days due to the holiday. I understand that employees need time off for their families as well, but it is now two days after the holiday and I honestly feel like Ashley is ignoring me. I have called four times and every time I am on hold for at least 30 minutes before being directed to a department that does not exist or the line ends.

I even had one employee argue with me that the “exchange” department does not exist, and she knows because she’s been working for the company for a long time. Another employee directed my call to the service department after a 45 minute wait, who then could not locate my order at all in the system. She then realized I was calling from Wisconsin and attempted to direct me to a different department who refused to take my call. I was instead told to call that department directly. When I did, the line was out of service.

I'm now sleeping on a mattress on the floor since my new bed can't be put together and I have to repair the walls in my home that is one year old and shouldn't have this type of damage. Why would you pay $180 for the "premium" home delivery when you actually get your house damaged in the process for an item that is broken and can't be used only to be ignored when you try to get updates? As a second time buyer from Ashley, I can promise that I won't ever buy another piece of furniture from this store and I will recommend to every future customer to go somewhere else.

I am furious. When I asked why the answer was "manufacturer delays." When I asked who the manufacturer is I was told, "We have many manufacturers all over the world." The only option she gave me was to go to the store and ask for something different that can be delivered sooner. WHY WOULD YOU EVER PUT A PRODUCT OUT THAT YOU CANNOT DELIVER IN A TIMELY MANNER?!?!? Needless to say, Ashley will NOT be getting any more of my business.

Well.... I still haven't received my furniture. Talked to 3 different people from the customer service number. One said my dining room furniture has come in and my sectional wouldn't be in until 1/5/2020. It has been over a month that I have order this furniture. They also told me they couldn't do a partial delivery!! So fed up. If I didn't open up a credit card with them I would tell them ** the furniture and go somewhere else.

The second delivery day was scheduled for 12.2 19. The crew arrived and quickly stopped constructing the bed because, according to them, they could tell "feet were wrong" upon unwrapping them. They called the warehouse, ordered new feet and said they would be overnighted to my home...and to please sign to accept the furniture anyway because they will return to complete the bed with the new feet asap.

I contacted my salesman. He said he could "cut me a deal" to compensate me for my troubles if I come back in and buy some living room furniture. In other words, to make THIS situation right, I have to buy MORE? He proceeds to call and text me no less than 8 times asking when will I place another order... The new feet were not overnighted. 10 days pass.

Meanwhile, the finance company calls to remind me of my payment schedule. I complain about the incomplete delivery situation and tell them to arrange to have the furniture picked up, as I do not want it and am not going to pay. My son is still sleeping on the floor. They inform me that I have now passed my 3 day right to cancel window and they will see what they can do.

10 days have passed, and no delivery of the new feet still. I had to call the store to track the package. They refused to give me the tracking number and said that it was going to show up at my door THAT afternoon. That actually DID happen correctly; I called to schedule the "new feet" installation. They said we will call you in 72 hours to schedule. After 72 hours, they scheduled out another few days later to come on 12.20.2019.

The second crew arrived, takes one look at the new feet, and knows these are the wrong feet, too. In fact, they said the original feet were the CORRECT feet! They asked us to confirm the first crew's identity and said those guys are "paycheck collectors". They rarely complete an installation due to their laziness and just get paid to drive to the customer's homes and do nothing. Essentially, my 3 day right to cancel was ruined by the negligence of this first crew.

In an effort to give us proper customer service, the second crew painstakingly attempted to put the bed together and discovered that the feet issue was completely irrelevant because the holes drilled into the headboard, footboard and railings do not line up and the bed is a trapezoid shape, not a rectangle shape. The drawers will never open properly, the mattress will never fit. It is just wrong 100% and we need a whole new bed. Had the first crew actually attempted to put the bed together, they too would've discovered this and could've saved us WEEKS of heartache by ordering a new bed back on 12.2.2019.

Meanwhile, I contact the store...press 1 press 2 press whatever...and cannot get a human on the phone. I am unable to get help, unable to escalate. I contact the salesman, he gives me a Corp number, which, when you press the number for your store location, connects you back to the store! The manager acts indifferent, doesn't care that my son is still sleeping on the floor and says she will check with someone to see if they will allow me to return it. She is curt and hangs up.

Today is 12.27.19. Guests are coming again. Bed is still unresolved...still sleeping on the floor. I went to a competing furniture store and bought the additional furniture I needed. No issues at all. Smooth delivery. Quality exceeded expectations, as they should. As of today, nothing has changed. I do not know how Ashley Furniture is still in business. They are a disaster.

As of today, I am being told that I will receive replacement parts but it is my responsibility to put it together and they can't guarantee a craftsman to come help us assemble the parts because the first one was a courtesy. So far we have had a Christmas without a functional dining table and it's looking like we won't have one until Easter at this rate. Worst customer service ever.

The book shelf then was still 4 days late on our agreed upon date, and it was missing the bottom half. The driver was great and took pictures and called customer service and let them know. He also took the piece I wanted to swap on my couch but didn't have the replacement piece. They said someone would contact me in 24 to 48 hours. 5 days later I had to call the company again and they said a ticket was never made on my partial book shelf but they did have the pictures, so I assume they thought I wanted half a book shelf. They also had no order ticket for the piece they owed me on my couch. This customer service lady was very nice and ordered me a whole new book shelf that would be in on Dec 30th. I called the store to again find out why I my piece was not sent and was told that the people I needed to speak to were not in but they would call me the next day on the day she worked.

I waited another 2 days and then 2 more days for Christmas (they were closed) with no call. So I called on the 26th of Dec and again no one is in that can help. Won't be in until the 29th. In the meantime a delivery person tried calling and delivering the bottom half of my shelf when no one was home because I was told no such order was made for the missing pieces. I had to refuse that order. No one calls me back, none of the stuff shows up on time and when it does it's missing stuff. I might have might full order 2 months after I made it. I am sure they will just say you finally got it so they do not care anymore. I will never buy from them again and it's a shame because my sales person has went out of her way to try and help but management and the customer service line could care less about you. They have my money so they will get it to it when they get to it.

I never got a confirmation for delivery so I called guest relations to confirm it was going to be delivered today. They told me my furniture was delayed by the manufacture due to backorder because they gave our furniture to somebody else and had to re-order it. We now have to wait another three weeks for delivery or so they say. Guest relations will not help they have a strict policy and will not prioritize or change delivery dates so if you aren’t home or can’t take the day off when they decide to deliver your SOL and if by some chance you will be there and you did take the day off they can just cancel for any reason they want.

We can’t cancel the order and get our money back because they have outrageous restocking fees on our furniture that they gave to somebody else because they decided not to deliver it. We can’t go pick it up ourselves because if It gets damaged while we’re taking it home they won’t cover it because they didn’t transport it. These people smile to your face as they stab you in the back and there’s nothing you can do about it. Don’t trust them. Don’t do business with them unless you’re willing to wait two months or more to get what you paid for.

I was dumb enough to also purchase furniture protection plan which really means nothing! The parts that the technician ordered arrived at my home but still no tech to fix any damage! Never again will I purchase at Ashley and would advise anyone looking for furniture to stay clear of these crooks! From salespeople to management to customer service lies, lies, lies!

Might I add the girl was so nonchalant and unprofessional! Then when I called their customer service line yesterday in regards to why my order wasn't delivered, I got ANOTHER NONCHALANT person. I asked for a manager, there was not one available, I went to the Store and they really couldn't do much! When I say the communication and the unprofessionalism IS MAKING ME SOOOO MAD RIGHT NOW!!!! I wouldn't suggest buying from them AT ALL!

I want to make it VERY CLEAR that I don't mind if the amount of time to build my stuff takes a little longer than intended. BUT BE PROFESSIONAL AND COMMUNICATE THAT **!!!! I have the capability to receive texts, emails voicemails, or another telephone call would have been fine! But you all do the BARE MINIMUM for your Customers. This WILL be the last time I EVER purchase from them. Crazy thing I was going to turn around and buy a bedroom set for myself in a couple of months! That WON'T HAPPEN!!!!

I decided to start calling random Ashley Furniture stores and FINALLY got in touch with a sales associate who gave me a few numbers, that are not available online, to call. I got in touch with a woman who finally gave me return instructions. There is no customer service with this company. They do not value the customer or else they would not post bogus customer service numbers. I will never shop with Ashley Furniture and want to warn those who shop online that it will not be easy to make a return.

Called customer care, she kept on apologizing, and mentioned they will compensate for inconvenience. I asked how much - she says that cannot be discussed until everything is completed.. Wow.. So, I have no idea what kind of compensation are they talking about. Went to Raleigh store and met Store Manager. what an attitude.. He shows me paper which says expected Delivery. Which he explained not guaranteed. He says it can take months for delivery.. Oh boy.. I realized I am trapped and can't do anything. Even after more than one month of 100% payment, service is yet not completed.. Would never go to Ashley again nor would suggest anyone else to go and buy. Their interest is only in selling. Once sold, you are on their mercy.. Very bad experience..

This is extremely unacceptable, as I've had to cancel a dinner party, as there is no furniture to be used during such event. Talk about ruining holiday plans with loved ones. Ashley, this is beyond acceptable. To say I'm disappointed and furious is an understatement. I'm ready to cancel the whole order and shop elsewhere. For me this is beyond the mix-up, what happened to the customer care you say you're rated so highly on? What happened to a call just to give an update on the status? Not even a phone call to check to see if how the delivery went! I had to call to inform store and salesman of the screw up! I probably would have better luck and pricing had I placed the order online. Yet, it was the holidays and thought I could another by having a sale during this time of year. A lot of good it did me! I want to know what do you all at "corporate" intend to do about this snafu that has ruined my holiday plans.

I was promised by customer service I would still have my sofa by Dec 24. Called late afternoon on Dec 20 and ANOTHER NEW WAREHOUSE DELIVERY DATE! 1 section is in the warehouse. The other is STILL in Pennsylvania and won’t get to the warehouse until DEC 24! They won’t deliver until AFTER Christmas. Customer service people have been friendly but NO help at all. Who knows when I’m getting my sofa but my guests will be sitting on the floor during their visit.

I called the evening they didn't show and was told to go to the store where I made my purchase and talk to the manager about giving me the floor model because the item was not available until January 4th 2020. I went down there immediately and was told by manager Alex that he could not do that or he would get fired, but promised to have it fixed by 10 in the morning. He never called. I went back into the store for a full refund. They gave me a paper showing they cancelled the purchase but could not process the refund, as the corporate office has to do that. Well they still haven't called.

Today is December 21st and I have no furniture and they have over 600 dollars of my money. They are in no rush to give it back. I am currently on hold (30 minutes now) to check the status of my refund. If the store is set up to process your purchase, then they are set up to process a refund. This is pure greed by a corporate office that refused to give the stores control. This causes dissatisfied customers and bad reviews.

I was originally told the item I ordered was in stock and would be delivered but apparently it was not in stock and was on back order till next year...if I wanted to wait. NO. There is a lack of knowledge and communication as to whether items are actually in stock. It appears that the stores are quick to sell an item showing in stock so they can get their commission, then after that they don't care about you. There is no follow up that everything worked well. The manager didn't make sure I was contacted regarding my refund. Nothing was done. Very poor customer service. This company is being run by someone who is very selfish and does not improve their company based on multiple bad reviews. Take some pointers from RC Willey.

Today is 12/20 and I have still not heard back from Dustin. Went to the store and he was not in. During this timeframe I have also spoken with two associates at the store promising to take care of the situation with no return calls from them either. So I sit here at 11:00 A.M. on 12/20, three weeks after picking up the damaged furniture and still have no answers from anyone at Ashley Furniture store in Gonzales, La. Will never purchase from an Ashley furniture store again!!