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.