Ashley Furniture

It has now been a week and I call the 866 number to check the status of my refund. After being placed on "hold" by not 1 not 2 but 3 different people (I was actually disconnected while on hold) I was told there was not a refund but a "store credit" issued and I needed to call the store to resolve. Needless to say I will never ever purchase anything from Ashley home store ever again! They are crooks!!!

I asked her if I was just supposed to grin and bear the situation and she said that that was exactly I was supposed to do. Ms. ** also said that I paid for what I got and my reply was, "I did not pay for a defective item." At that point I asked her for Corporate's phone number and her reply was that I was talking to someone in corporate. I was transferred to the corporate office by the local store. Ms. ** also said to the effect that I can't always get what I want. I also spoke to Store Manager Renitha **, who also said that she needs to talk to customer service.

Ms ** said that she will not override them and give me what I want. Ms. ** called me back a few hours later alleging that she had found a temporary solution. She was going to deliver adjustable metal bed frame so that that grandmother can have access to the bed. As of 05/25/2018 we are still using the mattress with the cheap frame they delivered on 05/11/2018. We are unable to use the original bed frame with the headboard and footboard that I paid a good amount of money for. This is a disgrace. I know that I can't always get what I want but at least I would like to get what I paid for.

It's Now 2018 and I have called contacted Ashley Furniture Store Customer Care and now they're telling me our furniture was under a limited service contract and I would have to call Montage Furniture Services (who are they?). We never informed that the 5 year service plan we purchased for repair would be with another company, nor was the service repair contract with Montage included in out packet. Montage Furniture Repair when we originally purchased the furniture. Now, the love seat is peeling at the shoulders and the ottoman is still coming away at the seam.

I contacted Montage filed a claim and they tell me the peeling of the furniture is normal wear and tear and is not covered under our protection plan. So, we now contact Ashley Furniture again who's also giving us the runaround, but I promise you if we stop payment and return it problem solved. There are too many furniture stores with better quality furniture and service. I'll never purchase furniture from this company again, EVER...

When I called the store the sales manager told me that I should have measured my elevator and figured out whether it will fit or not and it is my responsibility to do so. I told him I don't know how their furniture will come to my house if it's assembled or not and that should all be disclosed when I was buying it. He said the delivery to anything above 3rd floor is $75!! None of this information was disclosed when I bought the furniture. He pretty much said I need to reselect furniture then or pay the $75 and nothing else he can do. I was so upset with their service and his attitude and called the customer service number.

The employee on the phone was much more apologetic and told me she will see what she can do because she never heard of the $75 dollar extra delivery charge for above 3rd floor. The next day the store manager called me and told me they will cover it but I need to be sure that it will fit up the stairs. They knew what floor I lived on when I gave them all my information when I bought the furniture and the fact that nothing was disclosed at that time is ridiculous. I am more pissed with how they handled the issue and the blame they put on me as if I should know how their merchandise will arrive. Very dissatisfied and would never buy anything there again.

She never apologized, and seemed to be accusing me of the mess up. I paid the bill I was given. She could not tell me what happened, and then she hung up on me! When I spoke with her again, again she was very rude. No apology for the confusion, she just wanted more money for what I had already paid for! I asked for a refund, and she said, "Fine, I'll give you a refund," and hung up on me again!!! Horrible customer service by the owner. The other ladies were very nice. I can order the same stuff online for cheaper, but unfortunately I won't be, because it is delivered by my local store, and I don't want any part of that lady's business!!!

I did not have the chair 45 min. No one ever mentioned a No Return Policy. Now I'm stuck with this chair. The people I spoke to just passed the buck, which was me. La-Z-Boy has a 48 hour and Valley Furniture has a 72 hour. Had I know there was no returns, even after 45 minutes, I never would have bought the chair, I would have stayed with La-Z-Boy. It took me two days to calm down, and when I start thinking about my experience, I start going back to the new level of mad all over again. BAD BUSINESS.

They sent out a repairman that stated they are making this furniture too fast. They want to remove the top part of the wedge and replace it then add more filler to keep furniture from sagging and remove tacks or nails which by the way caused a snag in loveseat when he took previous nail out. Now they wanna play nip and tuck with this set and turn my NEW FURNITURE INTO USED AND REBUILT. This is a disgrace and customer service is a joke. They keep saying that I signed for the furniture and said it was in good condition and that if it can be repaired that's what they have to do. They HIDE BEHIND THEIR WARRANTY INSTEAD OF TRYING TO PLEASE THEIR CUSTOMERS.

I hope what I have stated helps just one person to decide not to buy from them. I will be happy. Please avoid this store at all cost. If you have a problem they will give you the runaround. I can't imagine that other stores in our area would treat a customer so badly. The furniture is called BRASSVILLE SECTIONAL. PLEASE BEWARE!

The day of delivery we received a phone call at 9 am stating that our furniture would be delivered within 30 minutes. During that phone call the delivery address was wrong for the fourth time and we corrected the person on the phone and awaited delivery of our furniture. Around 11:30 am the furniture had not yet been delivered so we called the Frederick store which transferred us to the warehouse, when we were informed that the furniture had been delivered. So since the furniture had not been delivered to our house, we called the store back to find out where our furniture had been delivered. This was such a long process as we spoke to not only a few different store employees, but numerous warehouse employees, the dispatch coordinator for deliveries, as well as consumer affairs of Ashley Furniture.

Finally, 4 hours later we found out that our furniture had been delivered to the wrong house, mind you, this was the address that was changed 4 different times in over a month time span. But luckily for us this was a house we had just moved out of so we knew where it was. When we arrived at the house to look at the furniture and potentially take it to our new house, one piece was damaged. We called the Ashley Furniture store and they had no solution for us other than to schedule a pick up time in 4-5 days to get the furniture and deliver it to the correct address. Nobody was even acknowledging that we had damaged furniture or that our furniture was dropped off not only to the WRONG address but was left with and signed for by painters at a house that is currently vacant because the new owners have not moved in yet.

We called Ashley Furniture that evening once again and were told by the managers on duty, Ashley and Dustin, that we could go pick up the undamaged furniture and leave the damaged furniture there on the porch to be picked up later that week and scanned into the warehouse so they could send us a new piece of furniture. We agreed to this and went to pick up our furniture the next morning, and left the damaged piece on the porch as instructed, and called the store again to tell them that it was left on the porch and they could pick it up anytime. A few days later we received a phone call from the warehouse asking for the owner of the house the furniture was delivered to’s contact number so they could call to set up a pick up time to get the damaged piece of furniture. We informed them that we were instructed to leave the furniture on the porch and they could pick it up whenever.

At this point in time the employee from the warehouse became extremely nasty on the phone asking why the furniture was left on the porch and then proceeded to hang up on us. We called the store back and told them we were no longer speaking to the warehouse employees because of the situation that had just happened and were transferred to a manager. After telling the manager, Ashley, the situation and telling her that we would like to be reimbursed for at least the delivery fee of our furniture since we had to go pick it up and deliver it ourselves she said she was going to speak to Fatima the head of the dispatch at the warehouse and tell them that the furniture was on the porch. We informed her we had already told her that and she said “when I hear something, you’ll hear something”.

That evening we called the corporate office number and were transferred to consumer affairs and left a voicemail explaining the situation because all representatives were busy. It has now been over 24 hours since both of those phone calls with Ashley and to consumer affairs and we have yet to hear anything back from either person. We had filed a complaint online with Consumer Affairs as well and only received one email back about it simply asking the city and state of the store. We responded immediately and have yet to hear anything back from them either. We have yet to hear anything about our new furniture to replace the damaged and when that will be delivered as well.

This situation is so ridiculous in general because of the way everything was handled. Clearly the store does not communicate with the warehouse or the delivery company because even after the 4 different times of changing the delivery address they still delivered the furniture to the wrong house. The fact that nobody has responded to any of my emails, phone calls, or voicemails is beyond rude and ridiculous and shows me that they are not concerned about their customer service at all and don’t care about losing a customer. We will never again buy anything from Ashley Furniture HomeStores and will deter any other business from friends or family as well.

I'm very disappointed with the service and I need this resolved ASAP. This doesn't make any sense, how they treat their customer and you spend a lot of money with them. I only accepted the bed because I gave the current bed that I was sleeping on to my child, so now if I didn't accept the bed I wouldn't have anywhere to sleep. I expected to receive a call from customer service or at least someone to answer the phone in a timely manner. This is completely ridiculous.

Every mattress set was same colors and pattern. At checking out at almost closing quite a few employees were in same area doing a lot of conversations including with our salesmen and the girl behind counter whom he handed our paperwork to his topic was asking was his days off approved. Cause it was important for something medical and he never took time off and going on and on and I stated, "I’m sorry but I don’t care whom does what but please don’t mess up my order cause this is important for our new home and our company would be visiting". (I also bought a rug separate transaction.) Plus all that was unprofessional and should be considered HIPAA law, so received paperwork and left.

Almost 2ish weeks later and date changes was delivered 2 men bring mattress & box spring in I didn’t see them take out of any packaging due to down a narrow hallway and the room is small so one man goes outside. I pop my head in and it looked like the mattress set was right size & color. Was kinda hard to understand the delivery guy. He says, "Ok, ok." I’m like ok. He called someone. They asked if it was delivered and looked ok. I thought they were asking like was it ripped and was the delivery ok. Well yes so they leave. My husband and I go in room get out the mattress cover we bought from them separately from my visa. So we start putting it on and as soon as we pick it up cause it goes under the whole mattress and we look at each other and say, "OMG. This is the first mattress he showed us" and we said, "Absolutely not."

I run to try and catch the delivery guys. They don’t come back. I call Ashley ASAP. Explain quick, "Please have delivery guys come back. This is the wrong set. We can’t keep this set." I was told, "We're sorry but they can’t come back." I'm like, "They’re not even out of our development yet." "No sorry but they have other deliveries." I’m like, "OMG. NO PLEASE." I was told they would order me the right mattress and contact me when ready for delivery. I really cried cause just didn’t sound right. So I called corporate. Same thing, "It’s ok. You’ll get the right one." I wait like till next day thinking someone will call me. No one did so I start calling and calling get different answers from everyone. I even wrote a Facebook post someone since has been corresponding many many times but I’m getting nowhere, so now they want to give me only 60%. Lose 40%, on the purchase of the “RIGHT” mattress.

This is so very unfair. We didn’t choose this mattress. My husband went by the Ashley store. He’s a very calm man. Talks with salesman and whom was there. The salesman says he couldn’t say anything. He has to agree with what the store says. My husband couldn’t believe what he was hearing. The salesman lying to his face my husband just shook his head and turned around and said, "Men don’t act this way. This is unbelievable." So went to the counter. A woman took a statement. She said this would get straightened out. Assured him it was probably just a mistake with the numbers on the paper. He said, "Thank you. Look forward to hearing from you." But still no further.

I tried to sleep on the bed. It was like sleeping on the ground and I only made it threeish hours and went back to my own bed, that bed can sit in there till the end of time. No one can sleep on it, I know I’m still in pain from the three hours cause the medical conditions. I have a bed like that is torture. So I can’t have my children or family come for a visit or vacation with us in our new home.

I don’t have adequate bedding for rest, I only have family from long distance states so I only get a couple visits a year and I was just told my husband and I are going to be grandparents for the first time so that means if they come they have to take extra expense to rent a hotel but they’re not going to take their newborn baby to a hotel. Germs etc. So this is not fair to me as the first time grandparents or my husband that we don’t get to see our new born grandchild. We are disabled and cannot travel so that leaves us left out. Hope you can help us resolve this issue for we have run out of options. Thank you very much for your time.

What would the excuse be if my dogs weren't there? They then offered to touch it up but I would have to sign a waiver that this was acceptable, that isn't happening. Take ownership of your shoddy products Ashley Home Store and replace the cushions as you should. Do yourselves a favor DO NOT BUY ANYTHING FROM ASHLEY!!! You are just going to be throwing your hard earned money in the garbage and they don't care.

Like so many other companies, once they get your money, they're dead to you. I will not purchase from them again, nor will I recommend them to anyone else. I wish there was a way I could go back to the day I walked in their store so I could walk back out and not waste my money. The bad thing about it, I spent a lot of money on a product that should last years, but now I have to look at a dime size bald spot on the top of my dresser. Great Job Ashley standing behind your product. NOT! You got me once, but I will never darken the doors of any of your stores again.

We can’t get anyone or the manager to call us back so our next move is to go to the store we purchased it from and create a scene if that would get anyone to help us. This is beyond ridiculous and by far the worst company we’ve ever dealt with. PLEASE DON’T WASTE YOUR TIME AND MONEY WITH THIS COMPANY. SAVE YOURSELF THE HEADACHES AND FRUSTRATION.

For 5 days they would 'lie' about coming out to get the bed. very aggravating and time wasted for me, staying in the house waiting on a pickup. Finally 5 days later someone showed up. They claim they had the wrong address. I didn't understand that excuse, because it was the same address they delivered the mattress to? REALLY!!!

So after all of that, I checked my account and realized the mattress was never credited to the account. I called the store in Morrow GA. they said their records indicate the bed was never picked up? REALLY... so now I no longer have the bed and the account was not credited like they said it was. How can a company operate so POORLY. I strongly suggest you do not buy anything there. If you do, I hope you never have to return it or call customer service for any issues, because it WILL be your worst experience. The store, finance company and deliver company are all working in silo. I have no idea on how they claim to be the #1 furniture company. I included pic of Ashley truck taking the mattress.

Did not hear from Guardsman so I called them and they said wasn't covered!! So basically what is covered?? NOTHING. Save $300 and buy yourself a wood marker and some sanding paper from Menards and fix it yourself. Not to mention when I called Ashley they said nothing they could do!! They warranty their products for 1 year ($5,000 purchase and 1 year?). When I contacted corporate I said so basically I'm screwed. She in so many words said yes they could do NOTHING to help me. Meanwhile have pieces from Darvin over 10 years old with just some minor dings. Save your money!!!

The second delivery team managed to put the table together. However, when they were about to leave, I noticed that they left many large staples embedded underneath the tabletop that were used to hold a fabric covering for shipping. They actually asked if I wanted them removed! When I said that I did, they then wanted me to supply them with the tools to remove them! I sent a certified letter to Ashley more than a month ago, detailing these and other faults of their delivery teams and requested that Ashley respond to me. I also sent a copy of that letter to their Customer Service Department who acknowledged that they received it. Nobody from Ashley has responded.

I received emails from Ashley asking me for reviews of my purchases. I submitted reviews that noted the horrible delivery people. They responded that such comments were not going to be accepted by them! Obviously, they only want positive comments. What a joke they are! If you decide to purchase furniture from Ashley, I strongly suggest you pick it up yourself or hire your own delivery people. Their delivery teams are horrible.