Ashley Furniture Reviews

So on 4/25/18 I received a voicemail from Ashley once again. They are saying the chairs are on back order and can't be delivered until 5/3/18. So I call the customer service # as soon as I hear the message. The girl April that I talked to said the chairs are showing they are on back order and aren't scheduled to be shipped from the manufacturer until 5/4/18. So please explain to me how they can be delivered to me and set up in my dining room if they aren't going to be shipped from manufacturer until 5/4/18! Been told too many stories, will not go back!

I am shocked by the treatment I have received from this store. I would not recommend anybody to go to Ashley for furniture. I have been in tears for the treatment I have received and is still paying for it with my Social Security and Veteran's Benefits. This mattress hurts to sleep on. I have been sold a used or poorly manufactured mattress and I am so disappointed that a furniture store would treat anybody like this who has been a great customer to them.

The sectional continued running at the seams for 2 years. We have been paying on a sectional that currently looks over 5 years old. The wedge seat has detached itself from its back piece leaving a gaping space. My husband and I have no small children or pets, honestly, if we did the sectional would have fallen apart within months. The retailer has been nothing but belligerent throughout this process. I have multiple repair slips and replacement documents to prove the constant problems and damaged parts within months after purchasing the furniture.

But to avoid the inconvenience of some workers I tried to order with them online, just because I do find the stored products attractive. Another horrible experience! Today is my delivery day. The movers are running late which is fine, but it took way more than what it should have for me to find out just that piece of information. I called the number provided in my confirmation email. However, the woman was out and will be for the next four days. Thankfully she left an alternative number. I called that as well and I was automatically transferred to another person who did not pick up. I called back and asked to be transferred to someone different. The woman who was transferring me attempted to help but could not find my name nor my order in the system.

She then transferred me for the second time and this person did not answer as well. I didn’t call back, I attempted to track my order online, the feature did not work. I then called another number on the website and a woman by the name of Sylvia answered. Before even allowing me to properly greet her she asked to put me on hold and cut me off with a sharp thank you before I could even get any word out. Once I did she cut me off before I could finish properly explaining my situation to her. Throughout the conversation with her I was continuously cut off, put on hold 3-4 times and hung up on. On top of her impatience and rude attitude. She neither could find my name in their system. All I wanted was clarity on if the delivery was still going to occur or possibly tracking it. A quick 5 minutes turned into a lot more than what I wanted. Save your money, time, and peace of mind. They will give you a huge runaround and unsatisfactory!

New couch was to be delivered Monday 4/23 (written on invoice AND confirmed via email!). On the morning of 4/23 they called ‘sorry there was a mistake on our end and it will not be delivered today. We will deliver tomorrow'. Fine mistakes happen... rearranged schedule and here I am at home... waiting... guess what? It’s NOT being delivered today. There is NOTHING that can be done. They have their money and the customer has nothing. Asked to speak to a manager and was refused!!!

Why wasn’t it delivered you may ask? Because the Sales Rep made an error and didn’t close out the invoice properly. When they told us it would be delivered on 4/24 - they sent an email to Sales to clear up the issue but it wasn’t done... now I’m on hold as I type this (54 minutes and counting) to CONFIRM sales fixed the problem AND when it will be rescheduled. Trust me - save yourself the hassle!!! Go with a reputable company that values their customers. Did I mention they refused to let me speak to a manager?

(For all these deliveries about to be mentioned, I have had to be home from work notified only the day before of the time range they would be arriving) The delivery men were unable to get the couch up our stairs and brought it back to the warehouse. I was understanding of this. The following week the couch was to be delivered again (my husband was going to arrange getting it into our home himself) the ottoman and the sectional (another day I have to be home). When the delivery men arrived they did not have our couch. They were not sure where it was as they did not have it in their truck. They brought in the ottoman. And then notified me the section had a very large rip. I could take it and have a repairman come and fix it. I declined, and asked them to order a new sectional that was not damaged. The rip was very large I am unsure of how no one noticed such a large rip upon loading their truck. They left leaving with only an ottoman.

Upon closer inspection of the ottoman, this too was damaged. It had leather peeling on the corner. I immediately called customer service and notified them of the damaged ottoman and complained about the damaged section. I had to spend my day at home waiting for this. The customer service agent notified me that customers actually do accept damaged furniture often, for a discount they were prepared to make or even provide me with a gift card to keep the damaged furniture. I agreed to keep the damaged ottoman as I can hide the peeling leather. I was provided with $120 gift card. She then assured me this is not common for Ashley Furniture and they assure me every piece of furniture being delivered to my home will be inspected and they assure showroom quality. (also note, we have now been couchless for over a month with a small child and a 7 month pregnant mother).

Another delivery date is set, (another day I have to be home) for the sectional (they still are unsure where our couch is as it has been lost in a warehouse). The sectional arrives and is set up by delivery men. I quickly inspected it but has a crying baby on my hands and could not look over it as good as I would have liked. The delivery men left and immediately we noticed a hole of ripped leather in the back of the sectional. Called customer service once again. They informed me that now, they will send a tech to my home to inspect the damage. The following week (another day home for me) a tech arrives and inspects it and orders a new piece to fix the couch.

Finally, our couch is located and will be delivered (another day I have to be home). The couch is delivered and left in our garage for my husband to arrange getting into the home. Which was fine as we agreed to this. They left the wrapping and padding on all corners on the couch. It was easily brought into our home by my husband and father. We unwrapped it and all the corners under the wrapping were damaged (peeled leather) and the entire back of the couch was warped.

Again, we call customer service. They tell us, they will not order us a new couch, they will simply come and pick it up (another day I will have to be home) take it to their warehouse to fix it and then bring it back another day when it is fixed (another day I have to be home). We informed them both over the phone and via email this was not acceptable. As we also have to be home another day for the tech to come and fix our sectional. At this point, I begin to email as I am tired of speaking to them over the phone in frustration. Unfortunately, the customer service agent via email was more challenging to deal with. She ignored every issue, took over a week to respond to emails (I sent several waiting for a response) and she just informed me they would arrange pickup for the couch. Even after I told her I was unable to take any more time off for them.

I called to speak to a customer service agent again today, I even asked to speak to a manager (over 10 times) and was informed that NO, she would not pass me to a manager because they will not order us another couch. So now, we arrange a date for a tech to fix the sectional, another date for someone to come and pick up the couch and another date for them to deliver the couch once fixed. As a customer, I feel completely taken advantage of by such a large company. I truly feel the word Crooked is the perfect word to describe Ashley Furniture. The fact that, they repeatedly attempted to deliver damaged furniture into our home over and over and over and over again is unacceptable. Customer Service agents are reluctant to assist you and do not respond to emails without sending several.

You are treated wonderfully, until your order arrives. And if there is an issue with it, watch out. They will completely take advantage of you. This company sickens me. Treating customers properly and FAIRLY will ensure repeat lifelong customers. I will never, in my life entire another Ashley furniture again. I will advise everyone I know to stay away, and continue to share my story with people. This company is crooked. Save yourself a headache and SHOP elsewhere. I am thankful that we experienced this with simply a couch. We are building a new home that we will be furnishing from top to bottom and I am extremely thankful I have learned this lesson prior to ordering from them. Never again, will I support such a terrible company.

So I called to actually cancel the order and conveniently when the lady picked up the phone she said she doesn’t work in that department and the lady was away from her desk so they have to call me back. Long story short Ashley Furniture want your money - but they DO NOT care about their customers - and to me... customer service is more important than the product itself. If I could give Ashley Furniture 0 stars - I would!

I've spent over 15 hours on the phone with Ashley, their repair company, and their warranty company, and have had to wait on seven different occasions for the repair people to come during a 3- hour window. I've had to call over 30 times, and texted and e-mailed pictures of the damaged areas. I was promised a gift certificate good for merchandise in their store, for all I've had to put up with - but it was never sent! I said I would fix the finish issues if they could send or tell me the proper sandpaper and spray finish.

After telling me these would be sent, I never received either one! They schedule repairs, then the work orders are not complete, and all of the repairs cannot be completed - requiring more of the consumer's time, more phone calls, more waiting. The phone calls typically take over fifteen minutes, between getting connected, transferred, put on hold, or other reasons. The customer service people are pleasant, but follow through is very poor. I would not recommend them to anyone. I've had the worst purchase experience ever!

I called them early Monday morning and they told me to text some pictures to their number, which I did immediately. I told them I wanted service fairly soon since I was only down for a few days. They said they would get right back to me. Of course, they never replied, so I called again Wednesday. They told me that person was at lunch and they would get right back. No call, so I called Friday when I got home. Then they said they only review the claim pictures on Friday mornings. This would have been nice to know (if even true) on Monday, instead of wasting the whole week waiting for return calls.

The best part was this guy then said they would not be able to handle my claim as he looked at my pictures. He gave me about 5 reasons that they don't cover claims, like stains in multiple locations, or if they have been there for any amount of time. Basically, there is no way they cover anything or any cleaning. The whole warranty is a scam. The worst part though is the poor service from the Warranty company and Ashley Furniture, as I had to call them on numerous occasions. They never responded to me whatsoever, and that was after telling me they would get back to me. I just asked them to give my money back for the fake warranty. They said they could not do that.

One call, the office manager told me the store manager was not in, then when I said I was going to write some reviews, and all of a sudden, the manager was right there. The last thing I heard from the store was that I needed to call FCP again. Really??? I am now such a frustrated customer that I had to type this review, and I will write many more wherever I can. Too bad I couldn't give negative stars because I would. Todd Wanek (CEO) of this company should not allow customers to be treated this way as you can be sure everyone I know will be warned.

I was contacted by someone on Twitter who stopped responding to me. I was told I would be called back by multiple customer service reps who never called back. I just spent HOURS on the phone with customer service who told me there was literally nothing they could do to help AND that I couldn’t speak to any more managers or supervisors. I've never been treated so poorly or experienced such horrendous customer service. I will NEVER buy anything from Ashley again.

We asked to hold off delivery as we wanted to get some painting done first. This was done sooner than expected so we called and requested to move up the delivery date. To our delight, we received confirmation that the delivery could be done within one week from our call. Though we were skeptical due to the short notice of change in the date, the delivery promptly took place (with upfront email and text confirmation). The delivery crew has also been very friendly, efficient, and professional. 10 stars for the Ashley store in Woodbridge.

Shame on you salesperson, and shame on you Ashley for selling a good product but with a useless plan. I paid about $500 for a "service plan" that I cannot get to get them to fix simple stuff. This is what I call a rip-off and I must let others know. I would have been satisfied with the furniture as is without a service plan if I have not paid money for it that went with the wind, but shame on you Ashley and Ashford for ripping people's money off with a junk service plan.

His manager Josh, no last name, Mr. ** refused it. We were told by Mr. ** that Josh the manager, who would not get on the phone, said the delivery would be sometime on the April 13, 2018 date or we could cancel the order, so we cancelled the order, but Mr. ** couldn't tell me when we would be refunded our money. This is their mistake completely and I would want my refund expedited so we can buy our furniture somewhere else. Terrible customer service, with an IT'S IT AND THAT'S THAT mentality, and you cannot speak to a manager.

Buyer beware! Ashley Furniture will hold "your" money... Not their money for over ten days before getting back to you... I say 10 days or more because I have yet to get my money. It is 10 days and counting!!! Facebook and every outlet I can think of will be displaying this message! Maybe it is time to rethink how Ashley Furniture treats their customers. Most of them will be former than recurring customers with this business ethic!

I spoke with Rondell again, I expressed my concerns about being worried the queen bedroom furniture and sectional were going to be too big for the place. Rondell explained, let my guys try to get it in the condo and if it doesn't fit he would take it back with no restocking fee and I could come in and pick something else out that would work for the space. I was told by Rondell that my furniture would be delivered Feb 23rd. I called Monday February 19th to confirm with the store that the furniture was going to be delivered that Friday the 23rd when I learned that it was not going to be delivered that day. The lady told me it would be delivered March 2nd which I had told them, "No. I need the furniture and that is not the date promised to me."

I had to call back two times after leaving messages with the receptionists, then finally I talked to Rondell when he said all the furniture was not in. Rondell offered me the floor model which I declined because that's not what I ordered. I explained to Rondell that I will have to cancel the order since they could not deliver on the date promised to me and I had a condo and needed a place to move in. When I went into the store to return the mattress protectors and pillow, Rondell would not discuss this with me. He throw a piece of paper at me and told me I can cancel but I will owe a 30% restocking fee. I told him I do not approve this payment because I held up my part of the deal and he was not able to come through with the promised date.

At that time I explained to him that I had not even received any furniture and according to them they did not have it so they could not deliver so why am I paying a restocking fee when if they had the items then they could have delivered. They want me to pay 2,700 dollars for a restocking fee because I cancelled due to Ashley's not coming through with their promised date. Horrible customer service and I would not recommend this store to anyone.

The woman I spoke with suggested since I hadn’t had the table very long, to call Ashely Furniture directly and see if they’d be able to help me. I called, and spoke to the rudest woman I think I’ve ever spoken to in my life- she said if it's water damage it's 100% my fault, and there is nothing they will do to help. She then snapped at me and said if that glass hadn’t been there, then the water damage would never have happened. I still felt like this was something that should not have happened, I have owned my kitchen table for almost 10 years and leave glasses of water on it all of the time- and this table is just NOW 10 years later starting to show wear and tear.

Decided to try calling Wells Fargo to see if there was anything they could help me with, I did not feel like I should have to pay over $500 for a table that turned into junk within a month. Spoke to a woman who said she could start a dispute for me with Ashley Furniture and they’d have to look into it instead of just brushing me off and putting all the blame on me- She also agreed that this should not have happened in this short timeframe. About a week or so later, I get a phone call to schedule a service technician to come look at the table- they scheduled it for Monday March 19th- Said I would get a phone call the week prior to let me know the time frame. I ended up getting a text message letting me know that the technician would come between 11am-1pm. This was not a time that would work out for me, so I called to get it rescheduled.

Of course was told that I couldn’t pick my time and that they come when they want. But the lady would reschedule and try to put a note on there for a later time- Got it rescheduled for the following week. Monday March 19th rolls around and I get a call from the service technician letting me know that she is on her way- frustrated because I specifically rescheduled this because I was not going to be home at that time, fortunately the technician was running early so I happened to be home- She made it over and checked out the table with me

Her review on the table is that it indeed IS water damage, but not due to a glass of water, but due to me WASHING THE TABLE WITH A WASHCLOTH. She said the finish on these tables are so thin, the finish peels right off after you wipe it down. I questioned why the salesperson didn’t tell me to make sure to get a tablecloth right away? And she said “oh because the salespeople have no CLUE”. I called back to Ashley Furniture because I wanted to speak to a manager regarding how frustrated I am with this whole situation, and how I have been treated and how horrible their product is, etc. I was forwarded to the manager’s VM- because she had left for the day. Left a message with my phone#, and addressing my concerns. Never got a call back from her.

Weeks went by and still- I never heard back from Wells Fargo or Ashley Furniture as far as what is going on with my claim- Called Wells- Fargo first and spoke to a woman who said they now have closed the claim and have sent out a letter stating that water damage is not covered under any warranty, or factory anything and basically too bad so sad, I’ll need to deal with this. Practically livid at this point, I decided to call Ashely Furniture again, and spoke with a woman and let her know how upset I was that their company does not stand behind their product and is putting the blame on me that this is all my fault- she placed me on hold and spoke with her manager, after she came back on the line she reiterated the same information that I had been told- water damage, all your fault, nothing they will do no matter how the water damage happened.

I asked how the heck I was supposed to clean my table off if I can’t use a washcloth?? She had nothing to respond with. I tried to tell her that I don’t pour water on my table and leave it there for days- I wash it and dry it immediately. She would not let me speak to her manager, nor was the manager willing to speak to me. Ashley Furniture is a total JOKE!!! Their product is garbage and their customer service is the worst I have ever experienced. I have been a loyal customer with Ashley Furniture for over 10 years- Majority of my furniture in my house is from them. After what I went through with this dining room table, I will never ever buy a single product from them again, nor will I ever recommend them to anyone I know.

Updated on 04/05/2018: I posted a review on 4/3/18 about the delivery service. It's two days later and they've managed to mess up two more times. I'm now on the phone with the store to cancel my order. I've been on hold for 5 minutes - the store has only been open for 10 minutes. I sense they're trying to wear me down!

After speaking with a customer service representative who offered me $200 in a store credit (what the heck is $200 going to buy?) or $100 off the purchase price (um, no thank you. There was more than $100 worth of damage done), I decided to just get a refund. Why would I want to waste any more time on a company that would allow for such crappy furniture to be delivered to someone’s house? I understand that things can get damaged en route to my house, but when furniture leaves the warehouse already “touched up” and you still send it out to be delivered, that’s just bad customer service. I didn’t pay for used furniture. I paid for NEW furniture!

After they came to pick up the furniture, I called to inquire about my refund. I was told it would take 7-14 business to receive a refund! It didn’t take them 7-14 business days to take the money out of my account. Why should it take that long to be refunded? Plus, I was charged a 10% restocking fee and 79.99 to be picked up! What the heck? How are you going to charge me 10% restocking fee when the furniture was clearly damaged before it even left the warehouse! They knowingly sent me damaged goods and now I have to pay 10% of my refund to have them restock it. Ridiculous!

Customer service refused to budge on the 10% fee and would not let me speak to anyone in the Woodruff Rd store to explain the situation to. I understand their policy, but right is right. You can’t knowingly send out damaged furniture and then charge a customer 10% restocking fee because I refuse to do business with you anymore. I learned a valuable lesson today...NEVER DO BUSINESS WITH ASHLEY HOMESTORE!

The store calls me back ASAP to apologize and to find the correct size rails nearby. They told me it would take another TWO WEEKS just to wait for rails, so I cancelled the order and the team took back the order. I felt bad too because the delivery team was friendly and you could tell they were upset by this, but it wasn't their fault at all. Currently waiting for a refund. Ashley definitely lost my business. I would not recommend other people to shop there. My IKEA furniture got here faster than Ashley Furniture did.

Within 1 year of purchase the mattress developed a sag. The base started to make noise again. So 18 months into a 10 year mattress warranty Serta/Ashley agreed to warranty replacement on mattress. Full replacement. We went into store to pick out new mattress... Mattresses must have come down in price. We picked out a Sealy. It was about $900 less than original mattress. Ashley handed me a document to sign that I was forfeiting that $900 to them. I was irritated. We picked out a more expensive mattress then. I have never heard of a warranty going like that. I was losing faith fast.

Now the 18 month old base. I purchase the extended warranty. GBS sent a contractor out to see what the issue is. At this point you cannot shift your weight without waking the other person. Same issue as before. Sounds like it is falling apart but all bolts are tight. The man said he thinks it is a design flaw. Has started seeing this since they went to one big base for the kings instead of the split ones. He said he would put his report in. After two weeks of hearing nothing I called. GBS says they will not handle a claim as it seems like a design issue, not anything they can fix. Plus since the bottom was replaced already it shows this. They told us we need to go fight with the retailer. I do not remember seeing this in the fine print.

The way it should work is they should replace the base, then they should fight with Ashley. So looks like more aggravation for more me. It has been the worst $4000 ever spent. Guess we will find out this weekend when we go into store. I seriously doubt I will get any satisfaction from the store. Great scam they have going with the extended warranty. The only reason I got it was due to the many moving parts on the base. Oh yes. Also, the massage unit on the feet do not work. The plug cords are too short. When you raise the feet they unplug.

On March 27th the technician came out to look at the problem. He took pictures and attempt to force the frame back into the couch almost causing more damage to the sofa. I was told they were going to review and contact me sometime soon. It's been a couple days and I received a call saying they will replace the frame and that all solutions were resolved. I called back and spoke with customer care and was supposed to be directed to a technician supervisor, but I was disconnected from the phone call and I called back again to only be directed to Anna the manager of customer care. She told me they cannot replace it because it's wear and tear. Again I was never directed to a technician supervisor. Hasn't even a year since I purchased this sofa and they refused to fix it claiming wear and tear over the duration of time.

We called the warehouse and guest services and was told our order was cancelled! It appears the kitchen table and chairs were damaged. But they never told us! The customer service rep said it can be another month before we would receive a new order. I requested to speak to the district manager a Mr. Felix **. Meanwhile I have no table and chairs and with the holidays coming up I have no table and seating to accommodate my 16 guests! Thanks Ashley Furniture. You just lost a customer and other potential customers who are considering purchasing from you.

I also was not able to open the table to get the extra leafs out, I looked under the table and a piece of the wood was on the floor. I then looked under the table and discovered they never removed the braces from the bottom of the table and part of the underneath was not even stained. I am extremely frustrated. I was on hold with Ashley for 55 minutes at which time I gave up and left a message. They are absolutely horrible and I will NEVER buy from them again. But I can promise that if something happens to my puppy that I will be taking legal action.

My daughter is sleeping on the floor with a mattress. Then I finally get a phone call that they are going to deliver the furniture. My daughter is so thrilled because she has waited 1 month. The furniture gets here and the delivery people are putting together the furniture. So first a piece of the bed broke. That's complaint number 3. Then the nightstand has a crack. Wait I'm not finished. Then the handles on the dresser is screwed in incorrectly and off centered. And on top of that they send us a full bed when we ordered a twin bed. The mattress does not fit this bed. We speak to customer service and we have not heard back from them. We are waiting for an ETA for the bed and a nightstand replacement.

Everybody from the sales people at the store to the delivery people, to the people who are "CUSTOMER SERVICE" has no clue how to help customers. I am disgusted by this company and will never shop here again. I have had purchased furniture from Macy's and Raymour and did not have one problem. Here I am at Ashley furniture and have nothing but complaints about the company. BEWARE ***DO NOT PURCHASE FROM THIS COMPANY***. I had a better experience with Wayfair and Houzz. My other daughter's bed and nightstand was delivered in like 2 days with no damage. Online shopping is a lot easier than dealing with these people.

After birth, 12 days in NICU and adjusting to a new normal, hardly had time to sleep... getting to the present, our life had settled some and was going to call summer 2017 but my new son kept getting sick. The first of September was diagnosed with Leukemia, at the urging of my friend finally called the warranty department before it expires. That was about a month ago, in the meantime I have been to two local stores and the sofa sectional is on the floor but the fabric is different. I received a call about ten days ago that they are looking into the case. I’m a single struggling mother with a two children. I will never purchase from this company again!!! It’s frustrating to spend $1600 and it not even last a year in quality.

Called Florida again and was informed repairman would not be able to come until 3/14/18. Repairman arrived at about 2:30 pm 3/14/18 and determined that the mechanism was broken and parts would have to be ordered. I was told this would take about 1 to 2 weeks and the parts would be delivered to my house and I would be responsible to contact SAW Furniture repair in South Carolina at 843-900-2373 to schedule another repair trip. I am appalled at the lack of customer service Ashley has shown!! 3 months and a defective recliner is still not repaired or replaced. Absolutely no concern or contact from Ashley Airport road Arden, NC!! Ashley, I would like to receive a refund for the $552.94 given to you in good faith...

Once again I went back to Ashley's and purchased more furniture as only a fool would do to be ripped off again. The so called leather 2 piece set for my den is all electric seating on a sofa & loveseat. The stuff is garbage. I again purchased the extended warranty as a fool again being promised it would cover any and everything. NOT!!! The stuff is peeling and garbage. I called the insurance and they stated they would not cover it. The store stated that they believed it was on recall with the manufacturer due to the fabric being faulty. Then they had me send photos to them and they reached out to the manufacturer trying to help me.

I got a response from the Ashley store in Grapevine TX stating it would take about 2-4 weeks to hear. Since then I can not get any assistance with an answer and it has been over 2 months. I reached out to the Ashley headquarters where I initially sent the photos and got a very rude response after a month waiting letting me know they would respond when they heard so I waited another month and reached out to the store. Once again I am given the runaround and told they would respond when they hear. What a joke for overpriced garbage! The furniture is garbage as well as their extra insurance. I would not suggest anyone looking for furniture to shop here.

I went to Ashley Furniture and talked to the store manager, Ralph **, who was as nice as could be and gave me a number to call and assured me he would help me if calling the number didn’t do me any good. I called and got laughed at by some woman in their damages dept because I had bought the sofa so long ago. The sofa and 2 chairs I bought still look brand new from me being away so long and not getting used too much. Except for the one cushion that is peeling. I have no pets and did not sit on the sofa wearing jeans, or anything with zippers, buttons or anything of that nature that would damage it, unless pajamas can cause damage!

I found out from my recent visit to Ashley that bonded leather is awful and most places, including Ashley, will not sell it anymore because it is now apparent that it does not hold up. Anyway, I called the manager back to tell him I got laughed at and he wasn’t as friendly or so willing to help over the phone as he was when I went into the store and spoke to him in person. I guess he thought I’d cause a scene so he blew smoke up my butt to get me out if the store as a “satisfied” customer. On the phone the next day, he said he’d call me back within a day and let me know what he could offer me to make this situation right.

I don’t expect my money back and this junk sofa can’t be fixed but I found a genuine leather sofa in Ashley that I liked and would have been happy to buy if they sweetened the deal. 3 days later, they never called me back. Thinking back, they never copied my paperwork, asked me my name or any of my info. Because they don’t care and had no intention of ever helping me. So just like everyone else has complained... Ashley doesn’t give a crap about pleasing the customer. My advice... shop somewhere else!

All we can do is warn people who were thinking of buying furniture from them. Most large stores would back up their product especially when you can clearly see there is a real problem. Buyer beware! Horrible customer service. The women on the phone also sympathized with us. She was not surprised by our situation and told us "they don't make furniture like they used to." But that they would not do anything about this couch breaking. Dealing with this company was a real disappointment.

There should be a recall on this dining room table. Put in a claim almost two months ago and been given the run around saying the home store here will handle it and then being told by the home store finally after weeks of waiting for their call that there is nothing they can do and I have to go through the customer care online. Called that number and was on hold a very long time and never talked to anyone, so today decided to email but they gave my info to the home store in which I’ve already spoke with and they said there’s nothing they can do since I ordered online.

I also sent emails to customer service and I received the same answer. "Need to do research." I waited for over 3 months and kept getting the run around from Ashley Customer service stating "it will be credited in 10 minutes." It never happened. I had to make a complaint with the BBB and within 3 days of making that complaint I was finally reimbursed for the coffee table. I would not purchase anything from this company. Awful, Awful company. Run, don't walk if you're thinking about purchasing items here.

I contacted Ashley to schedule a technician on February 12, 2018 and was referred to GBS. I called GBS and they could not find my warranty but would contact Ashley and would get back to me within two weeks. After not hearing from GBS after two weeks, I contacted Ashley. Ashley was able to locate my account and I am not sure why, was able to schedule a technician for March 9, 2018, rather than going through GBS. The receptionist said she was “really sorry” for the mix-up. Question, why couldn’t Ashley have schedule the technician in the first place instead of referring me to GBS’s? I took the day off, so I would be home.

The technician showed up at my house at 8:30 am and since Ashley did not let me know of the time, like they indicated they would, I was in the shower when the tech arrived. Dispatch called and left a message. I called dispatch back at 8:39 am and it rang over 20 times, then was intercepted. I called at 9:02 am again and finally got a hold of the dispatcher. Rolena told me the technician was already out of the area, but he may be able to circle back to me. Rolena said she would get back to me.

By 10:11 am I had not heard from her, so I called back. I was told that they were “really sorry”, but I would have to reschedule, the supervisor’s technician would not send him back to my house. I told them I had taken the day off and I was not told of the time the tech was coming or I would have planned my morning differently. They said they were “really sorry”, they had sent a robo reminder the day before, which they had not. Again, apologized I did not get my robo call reminder.

So, I asked to talk with the supervisor, John, and he told me the same sad story. I asked him, “What about keeping the customer happy”. He also said he was “really sorry” and there was nothing he could do. I said, “John I am sensing a pattern here, everyone is really sorry, but no one is willing to make their customer happy”. John said he would schedule another appointment for me and pledged to get back to me with the new time and date.

In the meantime, I called the store manager in Salt Lake City, D.J., who said he was concerned with how the events had taken place and he also pledged to get to the bottom of the customer service debacle. As of 3:15 pm I have not heard from anyone from Ashley, airwave silence... bottom line, save yourselves the aggravation and dollars, buy your furniture somewhere else and don’t buy the warranty, not worth the money and frustration. I believe they plan it this way, so you end up not using the warranty, you are too frustrated to follow through.

We were given a date to pick up the pillows but when we went to the store they weren't there, the salesperson said they would call when they arrived. A number of days later we received a call saying the pillows would be ready on a specific date. Once again we went to the store and they weren't there. The salesperson did apologize and said we would get called. Once again we received a call stating that the pillows would be there on the Thursday night and would be available for pick-up on the Friday. After the experience we had already had I called and spoke to someone in the store on the Monday they said there were two pillows there, I was not amused when they told us to come get them.

I told the caller we were both seniors in our 80's and felt after the delay that we should have the pillows delivered. The young man said since we lived near the store he would bring them himself, which he did. He had me sign a paper saying I had accepted the pillows I asked if we had to pay for the pillows he said no! Also, when we looked at the package the name on the package was for another customer. Furthermore, when I attempted to pay off the account the credit company gave me a figure which was less than the original statement so I paid off that amount. I called the credit company today just to make sure that we were free and clear but was told that I now had an outstanding balance which was of course the price of the pillows.

It was not explained to us that the only way we could pay the credit company was by doing so at a bank branch. After 2+ hours on the phone to "Fairstone" I found a local office only to be told that particular office did not accept payments. They gave me another office address which I went to but I was told by them I would have to go to a Bank to pay. I have to tell you by this time I was thoroughly disgusted with Ashley. We have had a lot of running around because of this purchase and will never buy anything from Ashley again.

On Monday evening my husband picked up the rug which was rolled outside in (which was weird) and given no chance to look at it. Two corners of the rug looks like it's been used before. There's lot of wear and tear. When I called in they says it's final sale, and they mentioned the damage to me at the time of purchase. Which they didn't. Why would I pay $200 for a damaged rug? Such a great customer service for $2000 worth purchase. Since 2009 from bedroom to living room everything I own is from Ashley Furniture. Never once returned or exchanged anything. But this is my first time with Tacoma store and what a sad experience dealing with liars for $199? Geez!

Ashley states the entire problem is a comfort issue with the mattress. Better Business Bureau stated dispute was unsettleable. Ashley offered a different mattress. Ashley also stated they never received the letters reports from representatives sent to the house BUT they did receive their pictures??? Ashley sells Tempurpedic beds with this motorized base but now offers us a different mattress to fit the base??? We are happy with the mattress but absolutely miserable with this mattress on the motorized base sold by Ashley! We are stuck with a $6,000 bed that we must prop our bodies against pillows so as to not roll out of bed in our sleep.

I was asked to call store and report the issue. I called the store and was told that first technician has to come to fix it and if he cannot fix the issue they will replace it. ASHLEY Customer service takes customers for granted. It's a new mattress and instead of replacing it they are playing the game of technician and prolonging it. They lack professionalism and are big time cheaters. Please don't buy furniture from ASHLEY FURNITURE.

So in other words the recliner does not look like it’s twin recliner. You can tell the one recliner came from the manufacturer and the other someone put it together by hand. They refuse to send me a new recliner. They say it’s repaired according to company standards whatever that means. So I paid for a half ass recliner so I’m stuck with a damaged recliner that they keep trying to fix with a tech working on it by hand on my floor trying to make it look like it came brand new from the manufacturer.

They couldn't give me a new delivery date because the truck hadn't checked back in. So the next day they call and they are on their way. I had to have someone be there. After many phone calls for directions they show up with damaged furniture. The coffee table is cracked, the love seat has a tear in it, and they only deliver 1 barstool. More phone calls ensue. After finally getting ahold of someone at the warehouse named Dempsey (who was extremely understanding and tried to help me). He guaranteed me my furniture would be there last night between 4-7. I receive a phone call saying they won't be there until 10:30 at night. Who knows if they will actually show up? At 10:30pm they did show up with furniture that was in perfect condition. 10:30 at NIGHT!! The whole house was woken up. We have company, kids, dogs, elderly grandmother and my husband who had just a 14 hour shift!!!

I have logged a total of 49 --- count them 49 phone calls to Ashley Furniture. Whether it be to the store, missed calls, calls not answered, warehouse, dispatch and delivery drivers! 49 calls --- I spent 2 hours of work time yesterday morning trying to get this coordinated. I was told they are trying to "accommodate me" by having 2 special deliveries in one day. Accommodate me? I don't think so. Inconvenienced me is more like it. I can't believe they tried to blame it on me. I have tried to call the store no manager will talk to me. I have messaged Ashley Furniture on Facebook with little outcome. 49 phone calls!!!

I called back since I hadn't heard from her or received anything around 1/24/2018. I was told she wasn't available. I was put on hold... the lady told me that Keshia got the pictures though. I assume she put me on hold and asked her. On 1/25/2018, I got an email from Keshia replying to mine and saying that my part was ordered and that I would have it is 7-10 days. Never received anything. I called back on 2/12/2018. I was told that the part would ship out on 2/19/2018. Never got anything. On 3/1/2018, I called the store.

My salesperson doesn't work there. I asked for a manager. I was given the voicemail of a Sharon **, I still haven't heard from her. I called back later and got ahold of a Stephanie. She said she could look into the system and see that the part was shipped and had a tracking number, though did not provide a tracking number. She asked me to email her pic. I emailed it to her 3 different ways. From my personal email, my work email, and to her email as a text from my phone. At the end of our phone call, she reported to never receive any email.

She opened what she called an ER. The ER# is **. She stated I would get a call 24-48 hours. As I expected, I did not. I did however, get a call from a Tracy at the above mentioned 1-866 number on 3/5/2018, she had to leave a message as I was in meetings at work. Today, my husband has tried to contact her a couple of times at the given number. He is either told that he is not allowed to speak to a supervisor, or that one is not there. Depends on who answers. I called Stephanie back at the local store.

She reports that Tracy ** is the supervisor. He called back and has asked for her by name and is told she is not working. For over 7 weeks I have tried to get a table fixed that I firmly believe was sold to me broken in the first place. I only say this because when I take a picture of the broken piece and the camera flashes, the table appears to be repaired in another spot. I tried this on the other side of the table and it does not do the same thing. This lack of service is uncalled for. We paid $800 for this table and this is the service we have received. 7 weeks. A broken table. It lasted 2 weeks. I would really appreciate someone at this company to do something about this piece of furniture that they sold. I will attach a picture.

The customer service rep even yelled at me on the phone because I had questions but they were closing so she didn’t have time. She kept putting our order and questions off so I would run out of take to have them discussed. I called 5 times today trying to get an answer and I got nowhere so I will not be buying again and I’ll wait for my refund to go somewhere else that has more reasonable answers and people to work with. All I was trying to do was get an answer for my cancellation and then I was going to repurchase, but no. I will wait for my refund!

When the repair technician came to my home on February 23rd, he explained that this was a recurring issue for this particular model table and that this problem (metal strips popping off and nails flying out) was being reported repeatedly for the table. He used glue for a temporary fix and said that even when the table is replaced, it will happen again. I have deep concerns about safety issues with this table. I called 410-347-3990 for the first time on 3/2/18 after being referred from the store to the warehouse to that 410 number. The representative asked for my phone number, pulled up my account and heard my concerns. She said she would need ask a manager to see what the next step would be for us. I asked her to pass along my request for a refund. She also said that she believed the table was discontinued.

The exchange with her was courteous and she said someone would call me back, but it wasn't clear if it would be that day or another day. I called that same 410 number on the morning of 3/5/18 and spoke with Megan, a customer service rep. She pulled up my account, placed me on hold, and when she came back said that management authorized a replacement of the table only. I let her know that our preference was to receive a refund due to the safety issues posed by the table, I also let her know what the repair technician said about the table and the manufacturing defect that is causing this problem over and over again.

She treated me as a sort of hostile customer and threatened to hang up on me several times and that she had nothing further to tell me after I asked to speak with a manager. She said it was their policy not to allow customers speak with someone from the management team. On several occasions, she instructed me to read the policy as opposed to taking the time to give me a brief explanation and rationale. She never addressed my concerns about safety and the table having been discontinued. She was very defensive and had an extremely impolite/passive aggressive tone when she spoke with me. I was simply trying to state back the information as she had given it to me to ensure that I understood correctly, and it is not out of the scope of her duties to assist customers and even frustrated customers.

I'm extremely disappointed in that interaction with a representative from Ashley Customer Service. She begrudgingly stated that Tiffany, an Office Lead would call me back, if not another member of the management team, but I am not optimistic about follow up. This has completely tarnished my experience with what I initially saw as a great purchase of a nice and affordable table. I didn't expect the table to be the highest quality given the price point, but as a minimum, I expected it to be safe. I got back in touch with a manager at the home store and he explained that once the invoice closes, the store no longer has control over next steps or refunds.

This manager was one of the people who first helped me purchase the table and all throughout he was the only person who took the time to answer my questions, offer explanations and reassurance, and he actually helped me find solutions. It's disappointing that his level of customer service is not the norm for the people who work at the customer service department when you call 410-347-3990. If this person, Megan, is representative of the assistance provided by customer service, they need some serious re-training. You'd think they were protecting top secret information the way they "protect" management from customers. Practice empathy and know how to explain policy is my suggestion.

If this is the case, then delivery should not be allowed it’ll be better if people just had to pick up etc, they are not time sensitive to no one schedule. That was no reason why it should have took me 3 weeks after completely buying out a bedroom suit to get my items. Ashley if you want to keep customers happy & coming back take advice from your customer & get a better delivery system in store. This is horrible no paying customer should be made to your schedule, we are the ones keeping you open. This would be the downfall for the business if it is not handled better.

5:30 came and no one showed or called. 8:30 rolled around. I had to leave and was gone and they show up at 9:00 PM to deliver the bedroom suite. They left and I called the store the next morning to get told that I wasn’t going to get my bedroom the next day that I wasn’t there to receive it and they had to reschedule me so I got very upset and told them to cancel the order. I would come get my money back and they said they would see what they could do so now it is supposed to be here on the 2nd at 9:30 am. So we will see how it goes but it’s the last time I will order anything from them again. They will tell you that they have to order it and you will have it in a week but it turns into a month. I’m done with that store.

Updated on 05/15/2018: Still waiting on the delivery team to change the cushion out on my chairs that I purchased on 2/3/2018. After numerous call the services suck!!! Wanda was the only person in customer services went over and above to correct this problem. First time and last time buyer.

We had bought a Sealy Comforpedic. It sank in the middle. Ashley sent an inspector. It was proved to be faulty. Sealy gave us a store credit to select a mattress. We chose Stearns & Foster AND paid an additional $700 to make up the price difference. Within the first week we were having pains. I called multiple times to the store manager, Laura. She never returned my calls. I called Stearns & Foster and they told me to call the store's customer service so I did. No response for weeks until I contacted my salesperson who got Lori **, the customer service manager to finally call me back. She was rude and basically told me to go to call their corporate number. NO HELP!!! This is for the Kennesaw, Ga store. Laura the sales manager and Lori ** the customer service manager. Both of them DID NOT CARE NOR TRY ONE TINY BIT.

The first delivery was scheduled for 25 February 2018 between 8 a.m. and 12 p.m., by the time 12 p.m. rolled around we still had not received any updates as to the delivery status of our furniture. After six phone calls to the store itself, the customer support center, and the warehouse/dispatch we found out from Sofia that the truck had broken down (if you read other reviews from this same store this appears to be a weekly occurrence) and our stuff would not be delivered that day. They apologized and rescheduled for 27 February 2018 and agreed to waive the delivery fee due to the inconvenience and put us on priority to ensure we get our stuff.

The second delivery attempt went just as poorly as the first. This one was scheduled for drop off between 9 a.m. and 12 p.m., yet again 12 p.m. rolls around and no phone call, text or e-mail. This time the resolution came quicker, but it still took three separate phone calls to find out what exactly had happened this time. We finally get through to Robin who works at the store because customer service had no information on our order existing and the warehouse was unreachable. After Robin put in a call to the warehouse she was able to find out that our "prioritized" order had not made it to the truck.

I usually have no problem as these things come up, but the simple fact that they refuse to communicate with their customers in any way is an issue I take with this store and the people who work here. They tried to reschedule for another day, I refused and asked for a refund and cancellation of delivery. If they can work out how to handle this very basic task I may bump them up to the two stars strictly the man from the store who helped us initially was great at what he does. Shop at your own risk, but I would highly recommend you just find another store with competent workers.

My home is in shambles and 3 massive boxes of bed parts just laying around my home because the footboard was damaged at delivery. I would expect this process to be expedited and no form of consolation can be provided beyond a store credit. While I am a repeat customer of Ashley Furniture Homestore, at this point in time, I have no desire to ever purchase furniture from this corporation again.

After some back and forth I stated that I refused to pay a higher price than the original order and the $139 "re-delivery fee". Today I received a letter stating "Thank you for your purchase..." If I do not pay $1,759.99 which is the delivery fee and the higher price per sofa...by 2/28/18 I will be sent to collection. They are requesting a check for which I had originally had 12 month 0% financing for. I contacted customer service and after holding over a half an hour I finally spoke to a representative who politely refused to put me in contact with a Manager. She stated that she was speaking to the delivery company and would be getting back to me.

Now, neither Ashley nor Platinum warranty services is willing to repair or replace the defects. Ultimately I had to cancel the Platinum warranty and had to ask for refund of my leftover warranty amount. I will recommend people "never to waste their money on Ashley Furniture". There are multiple reasons: Ashley company sells furniture for very high prices. Ashley furniture company and the staff do not respect their customers. You can buy similar furniture for much lower price from other companies. Ashley company is full of lies.

It took over two weeks after our initial complain for a technician to come out to look at the damaged items (I had to leave work early to be meet with the technician) and another few more days for the delivery guys to come replace the piece of couch and take the dresser away for repair (I had to take time off work again to be there for the delivery guys). I was told the cushion would take anywhere from 2-4 weeks and one week for the dresser to be fixed and returned back on February 20th. Yesterday, I left work early again so I could meet with the delivery guys.

Before the delivery guys could bring the dresser off the truck, I asked that I see it first and that was when I noticed the dresser was in worse shape than when it was picked up! (Please refer to the attachments). I’ve called the guest care support line 1-800-737-3233 a couple of times after refusing to accept the damaged dresser and inquired about a status on when I will be getting a new dresser but nobody seems to have any answers. It has been over a month now and I have yet gotten my cushion for the couch and I do not have a dresser.

So a few weeks I see the flyer from Ashley furniture for a President's Day sale event 55% off and free delivery. This ad started February 05, 2018. On the front page of the ad, I see the same couch that I bought 43 days later advertised for $799.00. Well that is a price reduction of $459. So I go into the store with the ad, show the ad to Sterling the store manager and he says that he will sent an e-mail to the district manager Douglas ** to see if I can do anything about the price difference and to call back the next day. He also said the sofa set was being discontinued. I said that my daughter was in the store a few days prior was she was told by the salesperson that this living room set was one of the top 3 sellers. I call back the next day to speak to Sterling and I was told that he left the store to go to the bank and would call me when he returns. Well I did not receive a call back.

On February 16th, I call the store and ask for Sterling. I was placed on hold for 10 minutes and a person answered the phone was said he was the district manager and his name was DJ. DJ told me flat out that there is a 14 day policy and he was not going to do anything to help me out other than I could purchase more furniture and he might be able to discount it... Really how about a $458 refund and the $150 delivery fee refunded. I asked if there was someone above him I could speak to and he said no. Stay away from Ashley Furniture. Rip off and lousy customer service.

Called Customer Care, explained and told them my situation. I got $2000 sofa, so I thought they would understand being such a big company people have their issues, AND they are not being understanding at all. I said I didn't want my money back, I just wanted a sofa that would be functional for me, so I wanted to do an exchange. This is the second sofa I got with Ashleys and after this experience this would be the last.

She took the information and told him he would get a call within 24 hours... no call. He called again today. They can deliver a new table but it wouldn't be until March 10. So what do we do in the meantime? We have a dining room table that is upside down in my dining room (we can't put it together... we have no hardware). And a TV stand that has bad spots. My husband is going to the store tomorrow and as far as I am concerned, they can have back the TV stand and the dining room set. Oh wait... the return policy only gives ONE day. We have damaged furniture, some we cannot use, and you're saying you'll only give us ONE day to return it? The only reason I gave them 2 stars is because the salesman was fantastic and seems to be the only honest one we have had contact with.

Then finally one night after getting bite yet again, it finally dawned on me that I was being bite by freakin' bed bugs. LET ME TELL YOU I KEEP A VERY CLEAN HOME, AND HAVE NEVER HAD A BED BUG ISSUE IN MY LIFE!! And I have not traveled recently. On this night, I got a flashlight to inspect the headboard, and sure enough there was a colony of bed bugs living in a few of the button holes of the headboard. I was disgusted and livid! because I knew for a fact that those things got into my house WHEN THAT FREAKIN BED CAME INTO MY HOUSE!

The next day I called Ashley to tell them about it, and all I asked them was to REPLACE the bed with something else because as you can imagine, I could NO LONGER sleep in a bed infected with bed bugs. The manager told me that there was no way the bedbugs came from their warehouse and that she could not help me. This pissed me off because I know for a fact that the bed bugs did INDEED come with the bed as I NEVER GOT bite prior to getting this bed. And 1 week after having the bed all of sudden I started getting bite. That is no coincidence!

Anyhow, ASHLEY WOULD NOT DO ANYTHING NOR WOULD THEY TAKE ANY RESPONSIBILITY. So that's why I'm writing this review to WARN OTHERS. One of their warehouse must have freaking bedbugs. I ended up throwing my expensive bed outside and spending loads of money to eradicate the newfound bed bug problem. Luckily the bed hadn't been there but a few weeks so the problem didn't extend beyond my bedroom. However, I still spent over $500 to fix the bed bug problem though. I will NEVER BUY AGAIN FROM ASHLEY FURNITURE.

I quickly explained how that wasn’t going to be the case because I ordered these things before Thanksgiving, and PAID for them in full. After a few minutes talking with someone else, I was told that some of my items were ready, but they wouldn’t deliver them until the day after Christmas, but I could pick them up if I wanted in time for my company at Christmas. So I went and rented a U-Haul trailer, borrowed someone’s truck, drove 3 1/2 hours and put out another $200 just to go pick up my own furniture that I had already paid a delivery fee for.

I go to the Lubbock warehouse to pick up my bed, dresser, and couch. (Not including the side tables, ottoman, and a few other things...) The pickup was possibly the easiest part of this process, as sad as that is. I’m not sure what that says about a company and their customer service, but that’s their problem. Anyways, I get home, I unload my items and start setting them up in my home. Upon opening the headboard I noticed a large gash taken out of the top of the headboard. The box looked undamaged so I’m assuming it happened before it was boxed up.

Not long after discovering that my brand new headboard is damaged, I also noticed that the posts that connect to the sides of the headboard were not included. So I was sent home with a bed that I can’t even set up because I don’t have all the parts. I called up Ashley’s and explained that my headboard is damaged and that I don’t have all the parts for the bed. Not once has my damaged headboard been addressed, and I paid for that whole Purple Cow protection plan, so if you’re considering paying the extra for that, don’t count on anything coming from it.

I call up Ashley’s and explain my situation. The girl on the phone tells me that the headboard posts were never ordered and therefore I would have to pay another $127 (somewhere around there, probably more though) to get the headboard posts... Now if anyone knows how Ashley’s furniture ordering goes (I do because the guy who took my order was a newbie and it took me 3 separate visits to the store with over an hour each time for this kid to type up my order, but he was new so I was trying to be patient since I know a lot of people aren’t) but it’s not like they just order the “Shay bed”. They have to order the individual parts (side rails, headboard, footboard, etc.) This is done by taking the price of the bed and dividing it between each piece of the bed. The bed I purchased was $503 via online price match.

When I explained to the lady that I had already paid the full price for the bed, she tried to inform me otherwise. I finally was able to break it down for her so she understood that the price of the bed was $503 and I paid $503, therefore shouldn’t have to pay more because the guy who wrote my order didn’t include all the necessary parts. From what I understand, a separate ticket was made for my headboard posts, and I wasn’t charged... I think.

Fast forward now to February 10, 2018. I STILL DO NOT have my headboard posts. On February 8th I received a call to set up delivery for my remaining items that weren’t ready when I picked up my order in December. When Jason called me, he went over the list of things being delivered. He told me they did have the ticket for my headboard posts, and that they would be being delivered as well. Now, at this point nobody has said anything about my damaged headboard, but I’m just like “okay Lara, let’s get through one issue at a time!”

So I wait for the delivery this morning, February 10, 2018 and Ryan shows up with everything BUT my headboard posts. When I ask him about them, he had no idea about any headboard posts. At this point I’m just trying not to rage on the delivery guy, because I know it’s not him personally that has caused this, but it was extremely difficult not to. He called up the warehouse, I’m assuming, and asked about the headboard posts. He handed me the phone and some lady on the phone tells me that she will be calling me back about delivering the headboard posts.

I’m literally at a loss as to what to do. I want my furniture, but it would be nice to pay almost 2 grand and maybe get the actual product that I paid for. It’s been 4 months, and I have 3 out of 4 piece of my bed sitting in my garage. One of which was damaged when I received it, but don’t even know how to deal with that situation when I can’t even get all of the bed parts delivered to me.

It seems to be a common thing that everyone orders from Ashley’s... Once, and I can see why. As a single mom, $1700 is a lot of money for me to come up with and it’s a real shame that this company doesn’t treat their customers better. At this point, I’m 4 months in and still have no idea as to when I will receive the rest of my bed, or if they plan on doing anything about my damaged headboard they sent me.

I am extremely disappointed in the quality of their product and also the way the warranty company handles themselves. I will never again purchase anything from this company and I will be sure to tell all my friends and family to purchase furniture from another company. Shady business practices. Who in their right mind is going to make an international phone call to a company about worn varnish on a table from The Philippines? Even if I made the call, I wouldn't be home for another 7 weeks to let someone from the company take a look at it! Horrible customer service.

I have absolutely no complaints about the furniture, their products are excellent but getting them delivered is a whole different story. There is no excuse for such a large corporation to make a customer wait nearly 2 months to get their nearly $7000 worth of stuff (plus $250 for delivery). I am actually somewhat impressed how terrible such a large company could manage their stock and delivery system. Ashley Furniture, you lost a future customer because of your incredibly ** up delivery service. Congratulations, I hope this helps other people make an informed decision before purchasing something from your stores.

After trying to make sense out of it with him, he continues to tell me that although it doesn’t make sense Corporate the information comes from Corporate. So I offer to pick up the item and he says that’s fine but still has to charge me $150 for delivery. Now I’m baffled. He says the merchandise isn’t at the site it’s at a warehouse so the fee is still applicable. I tell him forget it. As I’m about to walk away he says he’ll come back, he’ll see what he can do. He comes back about 3 min later and says, "Well I can charge you $400 for the table and $100 for delivery." "Delivery for what?! I’m picking it up." He says, "That’s what I can offer." I say, "Forget." He says, "Let me see what I can do." Leaves, comes back and says, "Ok, I can give you the table for $368 and no delivery fee." I agreed. At this point I didn’t want to continue arguing. I would not be purchasing any more items from Ashley’s.

I could not get a straight answer on that so I feel it may have come in two weeks ago when I was told it would be in and they just never called to deliver it. I again said I wanted to just cancel the order since the delivery has been put off several times and I have had to call them to get information instead of them called me to update them. I was then told I would have to come into the store with my credit card to get the refund. I told the girl I was in Dallas so what other plan did she have to get the money refunded. She was going to email a form for me to fill out to have the credit applied to my card. I have since requested this twice and still have not received the form. The next phone call I was told there would be a 30% restocking fee and the delivery fee is non refundable. Keep in mind they have yet to deliver anything. Their policy on their paperwork regarding refunds is ambiguous at best.

It states you pay a 30% restocking fee unless it is due to backorder situations. Since I have been given several delivery dates, I felt this comes under the 'backorder' definition. Apparently they disagree. As of February 7th, no one called me back as promised yesterday, and since I am out of their 'state' my daughter is having to deal with this. I feel they have not held up their end on any part of this, and now they want to retain 30% of the sale price for something I do not have (it is still in their warehouse) and the recliner will not be in until May.

They have not been forthcoming on information nor used good business practices with a customer. There have been too many dates thrown around on delivery and now they want to withhold 30% for no other reason than they feel they can. Since I paid for all this upfront, they definitely have the upper hand (and my money) so whether I agree with them or not, or feel they have not abided by their contract or delivery dates, I think in the end Ashley Furniture will have made money off me by simply doing nothing. Buyer beware when it comes to this company.

I visited store to return the cover purchased separately, but the store manager (MR. RUDE MICHAEL **) will not refund. I don't need 2 covers. And the person assisting me obviously didn't know the mattress came with a cover, that is unless the store practices deceiving their customers. I WANT TO RETURN THE COVER AND RECEIVE A FULL REFUND. The store refuses, and so I plan to pursue this issue, contacting every resource available to me, BBB, ETC.

When I checked online, I was told differently, that there was no minimum purchase for financing online and that I should have been offered the lower price. When I called the store, I was given two different answers two different times. One was that internet pricing was not available, and one that it was, but that it was not at the time of the purchase, which - again was incorrect, as I was told differently online. I was told I could cancel the purchase and reorder online at a $25 restock fee, even though the order hadn't been placed or delivered. So now I'm stuck with paying the higher price because some commission greedy salesperson couldn't be bothered to be honest. Not pleased at all, and will most likely not order again.

We discovered over the weekend that my wife was experiencing an allergic reaction to the chair and we covered it over with sheets, and even that failed to prevent my wife from being affected. I called Ashley's several times to report this and asked to come and take the chair back as it was having a terrible effect on my wife. I was not getting any response from them and decided to call their office in Portland Oregon, stressing the importance of having this chair removed and asked them give the matter preferential treatment and to treat it as an emergency because my wife had to go and sit out in the carport to get fresh air, the fumes from the chair were still affecting her even though it was covered over.

Eventually I moved the chair out onto the porch. I finally got someone to come and take the chair away but not without a fight to have our money refunded. They told me they don't do refunds and said I would be given store credit. I explained I don't want store credit as there were no other chairs my wife liked in the store, she tried out everyone with the assistant present. After some serious argument concerning this they finally gave in and refunded our money.

My dining room table the paint is coming off they won’t fix it, my chairs I’ve called about spot stains since 2015 they won’t fix them. I can’t get anything fixed and we pay monthly on time. And it’s like the minute I walked out they no longer care. I get the runaround all the time since 2015 and I can’t get any of my stuff fixed or taken care of. I have called everyone and spoke to millions of people, taken pictures and still today they won’t even help me. My daughter can get hurt being in her bed and they don’t care! I don’t recommend them. They make it sound good for nothing because they don’t care!!! Worse company ever!!! If you think going to Ashley’s because they are a great company save yourself the headache because they are scammers.

I requested and almost cried not send the technician and please just replace as it is too much work needed to be done at my house. I told them that, “You fix it for yourself and I paid for a brand new sofa and please send and replace with the brand new sofa. I don't need a repaired sofa at my home.” Anyway they did not accept what I wanted even having paid extra 500$ for accidental warranty besides 5000$. I was told that the parts have been ordered will take 15 more days to be delivered to the warehouse. After 15 days Today I got a call from customer service saying that, "We have that parts available" and now the technician will come after another month on 28th February 2018. Now see I have paid 5000$ and I still don't have sofa to use and will wait another month to fix and use it with total number 75 days. I will never ever recommend or will never ever buy anything from Ashley Home Furniture in my life. The worst customer service I have seen.

I was later contacted and was informed that a new cushion will be sent that will match my couch. I received a follow up call a few weeks later to see if I received the new cushion, which I did not because it was sent to my old address. This went on several times (sent to the old address) until I finally received my replacement cushion in January of 2018. I received the new couch cushion and I contacted Platinum Warranty and a repairman was sent out. When the repairman arrived the cushion was still not a match so I refused the install. Pictures were taken by the repairman and sent to Platinum warranty and I followed up with them in two business days to let them know that the cushion cover was still not a match.

The manager that I spoke with insisted that cushion cover was a match and the difference in the color was due to wear and tear, which is not the case. In the picture, it can clearly be seen that both the finish and stitching in the replacement cushion does not match, but the Manager refused to acknowledge that. She just continued to state that the correct cushion was sent and refused to assist any further. After waiting for nearly a year for the replacement part I am still unsatisfied. When the warranty was sold to me ($500) by the salesman at Ashley I was informed that basically everything that could happen to the furniture would be covered, which I now see is not the case. I am now forced to purchase a new couch which will definitely not be from Ashley.

He gave me the runaround as well and then gave me a false number for "corporate" in which I called and someone picked up only to hear fuzz on the end. If they had just resolved my issue I would have come back in a heartbeat because I received amazing customer service my reps in the store. But unfortunately the management and customer support failed miserably. I wish I would have read the reviews before purchasing here. Unless this gets resolved, I'm afraid they've lost my business for good.

We reached out to Ashley the next morning and was informed that once we accepted the furniture, there was no return policy in place. Instead they stated that they would send out replacement covers and schedule a technician to come out and remove the old and install the new ones. While the tech was at our home making repairs we pointed out some other concerns with the furniture which he addressed by removing the pillow filler material from one chair and installing it in the front of another, which was sunken inward. The technician stated that he would order replacement filler for the chair that he removed it from, and we should schedule to have another tech come it to install it.

We waited about two weeks and after hearing nothing form Ashley's reps, we called and were informed that the tech never ordered the filler as part of his report. The customer service rep stated that she would order it and that we should call back to schedule visit once it arrived, which we did. However in the meantime, the seat of the chase lounge developed a large bulge. We were instructed to send in pictures, as is the norm with this company, and that they would get back to us to discuss as how it could be repaired.

Once again after several weeks of no response, we called Ashley and was informed that they never received the photos, and to resend them via email as opposed to texting them. We reached out to them after a week or so and again the rep stated that she did not see the photos, but was able to locate them after searching the system. She scheduled the technician who actually had to disassemble the lounge in attempt to install new seat cover. Upon disassembly, he discovered that it was not the cover that was sent to us that was the problem, but that the foam cushion under the cover was defective and stated he would have Ashley order it. The tech also discovered that the armless chair had a broken zipper, and he would be unable to reinstall the filler that had been removed until a new cushion was ordered.

We again heard nothing from Ashley until we reached out to them at which time the rep originally stated that the technician did not issue the report. After assuring her that he submitted it in our presence, she was able to locate it and order the cushion. I think that it is ridiculous that new furniture should require this many service calls over a 4-5 months period, or at all for that matter. This furniture would certainly meet any "Lemon Law" as it pertains to vehicles, and we feel that there should be some form of justice in this case.

Oh, did I mention that the Technician discovered a broken piece of wood in the frame of the armless chair that will require a brace to be installed as well. We would strongly recommend that consumers looking for good furniture stand clear of this operation as it appears to be bordering on a "scam'! $2200.00 ought to get you better furniture and at a minimal better customer service. Images of all of the replacement packaging are attached!

After some back and forth, she basically told us we were screwed and the only option was to exchange what we have for another one of their mattresses which we don't want because the mattress we bought was the only one we even kind of liked in the store. The exchange policy wasn't ever discussed with us at any point while buying our mattress. They are bold face LYING to their customers!!! And now we are stuck with $4,000 of a product we can use when we should have gone across the street with an actual return policy. We will NEVER buy anything from them again!!!

Now since 2017 -> 2018, one of the couches we bought from Ashley in 2015 for 2500 dollars has the leather ripping off. We purchased insurance of 400 dollars on all our furniture. We went back to the store and they said they dont handle these claims. They gave us a number to call. We called this number and person on the other end asked us to email him with the product details and photos of the damaged area. Since then multiple calls and emails that we've sent to them over the last 3 months have been ignored. So, basically the insurance we bought on the furniture was of no use. Very poor service and unprofessional. At the same time, other stores like Value City have responded appropriately to any complaints and replaced damaged pieces on time.

Called back the retailer who sold us the items and they were fair enough: ASHLEY FURNITURE IS NOT THE SAME LIKE USED TO BE. You will get more cracks at the first week of usage. They have poor quality now. I'm completely disappointed with the quality that we purchased from Ashley. We tried to call them 2 times-even if the new warranty tag was attached and says 1 year warranty. They don't want to do anything with their product, or even to send someone to at least to check their product, since they don't have any quality control in Vietnam.

I can tell the Truth. The first sofas that we purchased for 800$ from Furniture America have the same-maybe a little bit better quality (at least they came without damages) than these from Ashley. Both sets were manufactured in Vietnam without any quality. Probably the same factory. THE ONLY DIFFERENT WERE That we paid 1550$ for better quality from Ashley that never got that better quality. So, 2 weeks of usage -we don't have any pets, 1 grown kid-the Ashley furniture keeps cracking and peeling the leather-suppose to be a real leather, but is not. The whole point -We are not happy and want someone from Ashley Furniture Group to come to the house and check their quality and realize that is so bad. WE NEED A REPLACEMENT OR SOME OTHER OPTION.

I also purchased two couches. Before delivery I canceled the two couches because I found them cheaper at Costco. The cancellation complied with their policies and I never received the couches. The cancellation was 1/7/2018. It is now 1/26/2018 and I still have not received a credit back on my credit card for the couches. When I called the store the receptionist admitted that their central office has been contacting the store urging the store to authorize the refund, but it still hasn't been done.

Can't even cover due to reclining end seats and was completely mortified over the holidays having anyone see it. Purchased 3. Don't I feel like a fool. The ads are so deceiving. They lure you into thinking you a purchasing something decent. No one going in expects high end, but I do expect decent. Be warned... Ashley Furniture is low end garbage. Although I have a wonderful experience with other reasonably priced furniture, I would advise people to RUN, RUN, RUN before purchasing ANYTHING from Ashley Furniture. I am guessing they figure people will simply get tired of calling back and give up. Shameful.

I have to adjust the out covers of each cushion to fix every other day or so. The back fabric of the sofa is loose. The cushions are lumpy and have divets. The cording is wavy and not straight. I contacted Customer Care in December and they scheduled an outside company (this is what I’m told) to come and see what the issues are and to take pics of the sofa and see if it qualified for repairs. The company did not show up during the time frame that they said they would and I had to reschedule. They did come out the second time that we scheduled. The technician took pics and a technician was scheduled to come out a third time. When that technician came out, he removed the covers from the cushions and explained that he could not properly repair them, because there is a seam running down the middle of each cushion. Adding more poly-film would create a “butt crack” effect.

He didn’t repair the back of the sofa because he said it wasn’t on the order. Not sure why because I was told on the phone when they scheduled me that it would be done. He did say that he was going to order a new cushion cover as the cording was defective. He came on 1/13/18 and said someone would call me within three days. No one ever called, so I called Customer Care on 1/19/18 and was told that “my ticket was closed out accidentally.” I have a technician scheduled to come this Saturday, 1/27/18. Honestly, I don’t think any amount of repairs done is going to get this sectional up to the expectations that I have for it. There is wrinkling in the fabric, the cording is defective, lumps are throughout the sofa and the slippage of the outer fabric is terrible. The fabric on the back of the sofa is very loose. Hooks should be installed to prevent the cushions from slipping entirely off the sofa. All of these defects are noted in the pictures.

Please let me know if this is an issue that I need to take up with the manufacturer or if this is something Ashley Furniture can help me with. I would like for the entire sofa to either be repaired so that no defects are noted (which I honestly do not think can be done), an exchange of this sectional for a similar one in price and size or a refund of what I paid. I know that $2800 may not seem like much money for a large company such as the manufacturer or Ashley Furniture, however, it is a substantial amount of money for me. From the pictures that I have below, it does not appear that this sectional is worth the $2800 that I paid. The quality of this sectional is very poor. I have never before been a customer of Ashley Furniture but I decided to shop here and purchase because I liked the look of the sectional and the size. I had heard from numerous people to not purchase from Ashley because of the quality of the products sold there.

I went against my better judgment and decided to give Ashley Furniture a chance, hoping that I could prove others wrong. Unfortunately, that did not happen. Also, I have many concerns IF the sectional can be repaired. What’s going to happen after the one year warranty has expired? Will I have any recourse if the sectional returns to the shape that it currently is in today? What I do not want is an empty promise that the sofa will be repaired and brought up to standard when in actuality, that cannot be done. I need a low maintenance sofa, one that does not require that I unzip every cushion to fix the slippage of the fabric on a daily basis, or constantly have to shift the cushions back onto the sofa. My household does not have any children in it. My husband and I are empty nesters. I can’t imagine what this sofa would look like if we used it on a daily basis or had children jumping and sitting on it.

I did purchase this sectional with a credit card. I will also follow-up with my Credit Union to see what my rights are as a consumer. In the meantime, please let me know if I should be directing these concerns to the manufacturer. If that is the case, could you please provide me with contact information so that I may forward this information to them? I appreciate any assistance you can offer. I did email Customer Care in Texas with all of this information today, 1/23/18 but I highly doubt they will be able to address all of these concerns. There should be six pages of pictures. If they did not all come through, please let me know.

I then received a call back from them saying that there is no way they would replace my bench or fix it because it was beyond repair. I admit that the damage looks horrible but that is not our fault as we attempted to take very good care of it. I explained to her that we don't even use the dining room set but that didn't matter to her. I asked to speak to managers and I even spoke to the home store manager. She basically called me a liar saying there's no way that damage could have happened from someone just sitting on it. In order for that to happen there must have been a factory malfunction is what she said. I then proceeded to tell her that that must've been my case as this was a very exaggerated break from a furniture piece. She said if that was the case that I had to report it sooner before it Broke. I bought the five year warranty and she advised me to lie when calling them because there was no way they would believe me.

I called GBS which is the warranty I bought for an extra cost but they have not gotten back to me even after many attempts of me calling them. As we would sit on the bench sometimes I would hear cracks, I would then inspection it to see if anything was broken but would see nothing so my thoughts were that the bench was just falling into place. Just today I noticed a crack on one of my tables legs so I called Ashley's once again to see if there is anything they can do. As I was taking a picture of the crack, I noticed that on the other leg there are cracks too!

I'm currently waiting on a response. Like I said, we take good care of our house and furniture so I don't understand what is happening. I am very sad because They basically called me a liar, and offended me. Not to mention, my husband and I saved money for quite some time in order to afford this. I feel like it was such a big waste of money as the dining set was over $2,000. Also, my sister in law was hurt after the bench broke but no one seemed to care for that.

Then on Jan 20, they decide to schedule another replacement delivery without asking me - just left me a voicemail. Last I talked to an agent at the online store, I had asked to speak to their supervisor but of course they never called. When I called customer service for the 100th time, this time to refuse delivery which was scheduled without my consent, the agent named James was not just rude but disrespectful - would not let me explain the problem instead make snarky comments about how if I buy a million dollar BMW, I cannot expect a refund even if it was defective. Is this the kind of customer service Ashley provides to repeat customers? They said the delivery was put on hold per my request but I had to call 3 more times for that to be completed (who knows it is still complete) or Ashley will charge me 80 USD for rescheduling.

I have not accepted the offer for a replacement for the damaged item that was provided to me. I am expecting a refund and am not willing to accept a replacement of a bad model that Ashley is offering. Two items of the same model showed up defective at my place. I don't believe your policies account for these types of exceptions where they are repeat mistakes from the seller. You also need to protect the customer. I refuse to pay 2000 for a bad product. Also, the amount of my time they have wasted with their repeated bad products is unbelievable. I am definitely least inclined to buy from Ashley anymore and will be closing my credit card with this company given the behavior. Even small online companies have a better customer service. I am also attaching picture of the attempt at delivery of the defective replacement that also looks like a used old product. I want my refund including the original delivery fee I paid.

First, this started when the furniture was only around 14 months old. Second, the furniture was receiving very, very little use. Third, some of this peeling was occurring in spots that had little or no human contact! I contacted Ashley to see how they planned to remedy the problem. They informed me that the product was no longer under warranty and that I was S.O.L.

They offered to send a man out to look at and possibly repair the problems. They would charge me a $75 trip fee plus $20 per every 15 minutes that the repair man was on site. This is how they stand behind their product. This is how they treat a customer who spent over $3K on their product a little over a year ago. When I asked the customer (no) service guy if Ashley was comfortable selling furniture that would last less than 2 years, he replied, "Well sometimes you just get a bad piece of furniture"... I can promise you that if you purchase a living room set at Ashley, you're going to one of the people who "gets a bad piece of furniture"... You've been warned...

After that I spoke with customer service five more times, each one saying they could not do anything without a doctor note. Each week I spoke to different customer service rep. and each week they became more rude until the week of January 08, 2018 which was when my doctor gave me a doctor note confirming my allergic reaction to the sofa. The last two reps. I spoke to was James and Trish, who informed me that there will be No Replacement of the sofa. They did not care if I had a doctor's note that customer service told me I MUST have to move forward with my claim and get a replacement. Trish had the nerve to ask me what reps in customer service did I speak with because Ashley don’t do replacement.

I could not believe Ashley Furniture do not stand behind what they sell. Ashley Furniture need to fire their whole customer service team. When you ask to speak with someone higher up who may can help you they will tell you this is it. No manager/supervisor. No one. Ashley is a Big Brand. It’s sad they don’t Stand behind their furniture they sell. Consumers think before purchasing from them. If you do be prepared for the Nightmare (runaround for 2 months). I would like if someone would contact me on this Urgent matter.

Updated on 06/16/2018: I have purchase two sets of furniture over the years from Ashley. The first set was good so we went to get a second set. It was half off and it was only $1,000 for both the sofa and the love seat. I feel like this should have been my warning of "you get what you pay for"! Within the first year I had to have them come fix it three times because the bottom kept breaking and you would literally go to the floor. I tried to go to the store and ask them if they could give me a discount of some sort on a new set and they were not interested in it at all. I tried emailing customer care twice! Then I called this week, managed to get someone in purchasing who then got the store manager to call me and then was offered $100.00 off of a $2,300.00 set. I said, "$100?" It has been awful and I feel like you should label your products with "life expectancy" if this is what it's like.

I can't even canceled the furniture order because according to their policy I have to pay cancellation fees. It is not my fault, they delivered the damage stuff. They should check the furniture before they deliver. They should give me that fees as a harassment and the frustration which one I am having right now. It took too much time to called the customer service but they don't help you to cancel the order even you reported before 48 hour and on the top having same issue again and again because of that that crazy policy. So it my humble request to read the review before you buy something from that store so you don't make a mistake like me.

With every call to customer service being a 20mins wait on hold then being told status is pending and the mattress department is NEVER in. (Over 8 phone calls). ** stalling tactic obviously. I contacted the mattress company myself and had approval within 4 days. Kudos to Tempurpedic mattress company. Called Ashley to check. Status is still pending with no one except the operator to talk to. Everyone is not in every time I call. Save your time and money and cut out the middleman. Buy from the company themselves. Will be considering a lawsuit to claim medical fees and hardship for sleeping on the floor for over 4 weeks and still recovering from mold exposure.

They said "well if you don't pay for delivery that's the risk you run." We asked what can you do for us and, they say we have to wait another three weeks. Now I have to wait another three weeks and assemble the table there in their warehouse to make sure it's actually manufactured properly. I will never buy anything at their stores again. It's such a hassle to pick up and the wait time is ridiculous!

At first they said they won’t fix the peeling because it is not covered no matter what they supposedly sold me. Then the warranty people said they would cover it and the puncture hole on the side that the delivery people put. They said they would not cover the crooked console that is causing the chair to rub against it and will eventually ruin it. They said they are mailing the leather that the repair person will need which we received. When we called the warranty company back to set up an appointment they said they will have someone call us back. That was several months ago and we keep calling them and they say they have to have someone call us back to set up the appointment. Of course no one called us back. Then they said they will have a manager call us from the warranty department and that did not happen either.

A few days later we finally get a callback, not from a manager like they promised. This person said that they will not cover the peeling nor will they fix the crooked center console. They continued to give my husband the third degree instead of showing customer service. The lady asked my husband why we did not report these problems right away and he said that we did and have been trying to get this fixed for several months now. The lady was rude and raised her voice to my husband and did not let him speak, when she was done with her rant my husband asked to speak to a manager. Then was told there was nothing different that a manager can do for us, after calmly requesting for a manager many many times they supposedly put the manager on the phone. They said they would not cover the damages, but will do us a “favor” and send someone to fix the puncture that their delivery men did.

We are again waiting for a call to schedule a repair person to come to the house. They gave a referral for a leather repair company that we can pay ourselves to fix the peeling. They said they would email it to us but of course we did not get that either. I’m beyond upset by this entire experience. I have not received such bad customer service before. The manager in the store said they should credit us for the couches because they should not be peeling, I have not heard anything back about it. The salesman in the store lied to us about the warranty, I’m pretty sure we were also lied to about the couches being made of top grain leather, and customer service acted belligerent on the phone. This company should be sued and put out of business. I wanted to buy more furniture but it won’t be from Ashley.

On Monday 01/15/2017 I called Ashley customer service and informed the customer service rep of the damage and asked if they could send us a new tabletop and I could switch it out with the damaged one. She informed me that they could not and maybe I could get a discount on the table but it wouldn't be much or I could box the table up and send it back. I informed her that was impossible as the way it was packaged in Vietnam I could never duplicate it. The box was 6ft long, 24 in wide and 18 in deep and weighs about 75 lb. We paid a lot of money for this table and are totally disappointed in the product and customer service. We are not going to eat the $562.00 for this table and intend to file a claim in small claims court. We cannot recommend Ashley Furniture online sales to anyone.

Otherwise they do not accept damages. I also spilt out the nail polish and called them to come and fix it, but they are saying I should not wipe it off after the accident happened! Because I did call them in, they cannot send technician. I explained I have a 7 months baby at home and cannot leave nail polish on the table until they come. The manager replied back to me "sorry you have to! That's the store policy!" What a shame that store and their warranty coverage is. DO NOT BUY ANYTHING FROM THEM!

Less than a year and multiple calls to Ashley (without response) the leather has worn, scratch marks from clothing (not pets), discoloration, disjointed seams, wrinkled leather on the back and sides, seams that are coming apart. (We believe everything except the discoloration is due to the lack of properly constructing the items, causing unusual damage for top grade leather, unless it is not really and that was fraudulent).

After sending endless photos, per Ashley's request, we were immediately told the photos (which were visible when sent) were poor and it was "normal wear and tear". Having "Always" had leather furniture of the same color, there should be almost no flaws. Now we have junk furniture. And they refuse to honor the purchased extended warranty. After finding out that each Ashley location is franchised, we requested the owner's name and contact and was denied the information (guess he knows what he is doing). All we have asked is for them to honor the extended warranty we purchased and the only exception being jaws and claws.

It is now our position that not only have they committed fraud, by selling warranties and misrepresenting the item of which they are selling to the consumer with no intend to honor them if requested but also preying on disaster victims and capitalizing on the disaster victims but offering guarantees/ warranties. They sold us a product stating that it was of the highest quality and grade, then they sold us a warranty to protect the high quality item and neither were true. Had they honored the warranty we would have been satisfied, but they have continued to maintain a "they won't take care of it..." Ironically, they haven't even stated it is not covered or an explanation. An explanation now would only be an excuse for their horrible business practice and possible fraud. Ashley Furniture has victimized, already victimized people by federal disasters for their profit.

Their furniture is way overpriced. In fact the chair I purchase was built differently from the one on the sales floor. Thats right! Mine has a big wooden rod right in the back location holding the frame together which isnt there on the one on the sales floor! It makes a night and day difference in comfort. Who wants to sit in a chair with a big rod in their back?!?! I spent $2000 on a POS that I 100% regret. NEVER AGAIN! DO NOT BUY HERE. BUYER BEWARE!

Original Review: Jan. 13, 2018

I bought a sectional couch Lagaro from Ashley Furniture on Thursday. I had been looking for a medium brown couch and decided one day let me check Ashley Furniture. The saleswomen brought me to the back to see the Lagaro Couch. It looked nice not too dark in color. The couch was delivered the next day. Great right! Well not so much. The men unloaded the couch quickly and I did say this couch looks much darker then the couch I saw in the showroom. I was already alarmed by the diff in color. Then within 30 min of the delivery men leaving and it is so quick they put everything together that you don’t even know which way to look. I noticed on the bottom of the couch the leather was scrapped off. We also noticed that the couch was lifted off the ground on one side.

When we measured the pieces one of the pieces the armless chair was an inch shorter than the rest of the couch. So not only is the couch a lemon but the color is incorrect also. I quickly went to the website and looked at my picture that I took from my phone in the showroom and the couch def looked lighter than the one I had. Then I went to take a look at the website again as I had been on it a few times the day before to make sure the color was what I wanted. And the color on the website was lighter as well.

However, the was no color name listed on the first page of the website. In my thoughts "Ok this is my couch." When I called the first thing they said there is no returns which was never even told to me. Ok but I have a couch that is damaged and the color is not depicted correctly in the showroom or on the website. She said "Well the showroom it could look different because of the lighting." So you're telling me the couch is that much lighter in the store because of lighting. That seems misleading to me? If the couch is damaged upon delivery and not the correct color depicted in the store due to lighting as they tell me. And your website is not even updated with this Dark Brown! Then how can there not even be an exchange for the other color Saddle?

I paid $2900 for a 4 piece sectional and nothing is correct! I was told that "Yes we can replace the pieces that are damaged." However I am displeased with the misleading lighting in the store and the website not being updated. I was also told that colors on the site are not always the same as there is a diff in pictures. Not that much of a difference! Maybe 2% not 10%. The first page of the site you will see Lagaro smaller sectional and there is no color listed. Then if you do go to the last page on the 5 piece sectional the color saddle is listed. The color dark brown isn’t even on the site for customers to even check and the color in the store with the lighting did not look anywhere near the dark brown couch I am being told I am stuck with.

Big companies customer service are just robots. No one can take authority. The couch is defective all around and the color is depicted lighter in the showroom. And the color isn’t on the website Saddle is. I want to be able to exchange this defective couch for Saddle. Also the exchange no refunds or returns policy was not ever ever verbally stated to me. Shameful customer service all around.

UPDATED ON 02/08/2018: I ordered a desk. Delivery guys did not assemble it correctly. I didn't notice it until they left. They refused to pick it up. I filed a review on here. They ordered me a new one. But now they are unwilling to schedule a delivery time that I can work with. My fourth and last Ashley purchase.

Went back into the store after examining the recliner again I decided it wouldn't be the right fit for me, so I called customer service to cancel the order, which was still 7 days out. I was informed that there was a 10% "cancellation fee", of which I had not been informed and even though it hadn't even left the warehouse I was responsible for the fee. The customer service supervisor was rude and condescending and offered no solution or compromise. She was unconcerned that I was unhappy and unlikely to ever step foot in another Ashley Furniture store.

Well, lesson learned and I recommend shopping anywhere but Ashley Furniture. Horrible customer service and experience. Wish I could give the review zero stars. Now to wait to see how long it takes to get my refund. Sadly I'm not too confident that it will be an easy process. Stay away! Off to La-Z-Boy I go for my new recliner. Well worth the extra money for quality and superior customer service!

We bought a full bedroom & living room set. Delivery was a nightmare. Everything came piecemeal. They bring the bed but not the frame. The mirror for the dresser but no brackets to attach. It took much longer than six weeks, I want to stay it was closer to 3 months before we had it all. Our bed from the start was a mess. Creaked like mad when we moved at all, the mattress shifted, etc. they sent someone out - who propped wooden sticks under the slats that the bed sat on. Come to find out (2 ruined mattresses in 4 years later) there was supposed to be a board between the mattress & frame.

The dresser drawers are hard to open & shut & 1 is stuck open. The coffee table we were assured would fit in between our sectional - did not. So it's placed in an odd vertical way. Not to mention the numerous chips in the tables, which happens by setting down something. Our sofas - completely worn & peeled within a year. They sag horribly now, to the point where I want to buy new already. It's just my husband and I, not a bunch of kids or family around, so the way these pieces have worn so quickly is hard to believe.

When I called numerous times to complain about delivery - I was given our delivery fees back & basically told that's it. When I tried to use our amazing warranty for any of it- was told to read the contract carefully again - & found basically someone would have to take a machete to our furniture to get anything. Overall, if I could give negative stars I would. Since our problems began have heard from dozens of people other horror stories. The pieces we purchased from Value City furniture were cheaper & better! BUYER BEWARE!!!

That’s a lie. Finally someone came and sewed the seams and fixed the broken wood on the recliner. Shortly after, the couch started to fray (large strings hanging from the couch with pulls) and more seams have separated. For 2 years I have gone back and forth trying to get someone to help me. I did get a call saying they would send a technician to clip the strings. I asked if I could contact someone else and that was a dead end. Continued to email anyone from Ashley. On November I received an email stating someone from customer care management would be contacting me.

Today is Jan 11 2018, and I still have not heard from anyone. Customer service is as bad as their furniture. So in the end, I have wasted 2 1/2 years waiting for help and I have a couch that is falling apart, I also have a 250. Warranty that is worthless and am still waiting for someone to contact me. I will never buy from them again.

Oops, honesty isn't the best policy, I guess. Now, that's considered normal wear and tear. They don't cover that. What??? Is that normal for a cushion to split in the back and to be considered normal wear and tear?!?! I am beyond livid. I asked if we could get a refund for the warranty since clearly they won't let you use it for anything. The rep said we probably could, but it would likely be pro-rated. Wait... again, what??? Pro-rated? We haven't even used it and we would still lose money on that? Never again will we buy from Ashley Furniture. We were completely misled by false advertising, which in my eyes, is a crime. Just disgusted.

The sales associate that took my order said he felt getting the sectional by Thanksgiving shouldn’t be a problem, but if for some reason it wouldn’t come in on time, he’d let me know. A couple of weeks went by and I hadn’t heard anything about a delivery date yet, so I called to check on it. Mind you, it takes them forever to answer the phone, as I learned through the many phone calls I had to make over the next couple of months. You don’t get put on hold, the phone just rings and rings and rings for 10-15 minutes straight and nobody answers it. Keep calling throughout the day and you might get lucky.

Anyways I get through eventually and the person tells me the delivery is scheduled for December 5th. That obviously missed the whole point of getting them in time for Thanksgiving, and I was annoyed that nobody bothered to call and tell me that. Meanwhile I could have been shopping around elsewhere had they notified me. The sales guy Anthony ** offers to check warehouses in Lexington and Indianapolis to see if there was a possibility of them being able to get something in time for Thanksgiving. He never bothered to call me back about that, as I learned was also pretty typical.

At that point, I had to decide whether to keep the order or cancel it. I decided to keep it since I needed couches anyway, and it was an inconvenience that it wouldn’t make it in time but at least I wouldn’t have to deal with it again after that. Boy was I wrong about that. December 5th rolled around and I got the notification that the sectional came in. They send you an automated text message with a delivery date that they pick. If that doesn’t work for you, then you have to call in (and go through the pain of trying to get someone to answer the phone as it rings endlessly). So once again, after getting someone to answer I try to tell them that the delivery date they picked doesn’t work and I need to reschedule.

At that point, the woman I’m talking to tells me that the system shows that they aren’t actually in, and that she can’t schedule the delivery. After a very confusing conversation of me then asking why I got notified that they were in, and her not being able to tell me why they can no longer deliver them, nor when a new delivery date would be, I gave up and said I’d call again the next day and try to talk to the sales associate that originally sold the sectional to me. I go through the multiple attempts the next day to get the store to answer their phone and finally get a hold of Anthony. He confirms that something is wrong with the order and that he’d look into it and get back to me.

This time he does actually call me back, and he lets me know that the sectional came in, but part of it was damaged so they have to reorder it. Usually places with halfway decent customer service would offer to expedite this since they’ve already missed the goal of delivering by Thanksgiving, and have experienced yet another problem with the order. But no such thing exists at Ashley. The only option they offered me was to reorder the piece again and restart the entire process. So here we go again, and I’m thinking maybe the sectional will come in by Christmas even though that would be very little help to me.

The week of Christmas I get a new text notification that couches had arrived and they would be delivering them Saturday the 23rd. I had told Anthony that I wasn’t going to be in town for the holidays but no surprise that message never got relayed either. So I call them (I think they answered in under 15 minutes of nonstop ringing this time) to let them know that I’m not going to be in town, and to ask for alternative dates. I was going to be off work Tuesday the day after Christmas and even though I had planned on spending that day with family, I offered to drive back home a day early, missing time from my family’s Christmas holiday, to be available for taking delivery and finally put this headache to rest. She said ok.

Saturday rolls around and the delivery guys are calling me at 6:40 in the morning to tell me they are trying to deliver the couches. I told the guy that I already spoke to the store to tell them I was not in town, so I’m not sure why they are trying to deliver them. I reiterated to him that I was going to come back in town early on Tuesday, same as I told the store days earlier, and he said he’d put me down for Tuesday morning around 9:30. Confusing that they still tried to deliver on Saturday but whatever. So I make the drive back from my family’s Christmas to Louisville Tuesday December 26th so I could be home in time for the delivery guys. 9:30 comes and goes and I finally call the store around 10:00.

They tell me that they don’t see my order scheduled for delivery, meaning not scheduled for today and not scheduled for delivery on any day!! At this point I’m livid and have lost any and all patience I’ve had in dealing with this joke of a company. In my line of work, when you screw something up this many times, you do whatever it takes to solve the problem and get the customer their goods, but no such courtesy exists with Ashley Furniture. I told them they need to do whatever they need to do to get that furniture on a truck and deliver it that day because I’m not wasting any more of my time with them.

Seeing that it was 10:00 in the morning, there was plenty of time to call back one of the trucks nearest the store and get this crap delivered. Maybe the guys would have to work an extra hour that day, or maybe they bump someone else who hasn’t had 5 problems with their order already, but when I asked the woman what she’d be able to do, she basically said there was nothing she was able to or willing to do, other than to put me back in queue for delivery when they had another opening. Which meant I would have to burn another vacation day from work, assuming they even show up. Since this woman was not any more helpful than a call center in another country, I told her I’d call back another day to speak with a manager.

The next day, I called and spoke with Anthony again. I told him I wasn’t going to take any more vacation days off work to sit around my house and wait for their delivery guys to no-show again, so as a last ditch effort I agreed to take delivery on Saturday Jan 6th, the earliest weekend that I could be in town and at home. However I told him there needed to be some compensation for these screw ups. He said he’d have to submit a request to a different office, which usually took a day to get a response. 2 days went by and I didn’t hear anything so I called back because I figured they were just playing the waiting game to stall until they delivered them and then tell me they weren’t going to do anything in way of a discount. At this point, they just started giving me the runaround, stopped returning my calls, and every other lie in the book. They claimed that the next day response would now be a 48 hour response and they’d call me if they heard anything.

6 days go by and still nothing, so I begin calling again, and they still just say they haven’t heard anything. Every time I ask to speak with a manager or the sales guy, they are “with a customer” even though there are hardly any customers in their store any time you visit. There is absolutely zero sense of urgency with anyone at this place. When I push for definitive answers and threaten to cancel the whole order and be done with them, they finally get on the phone with somebody at the other office and ask for an update, only to tell me that they would probably offer me an insulting $100 off, but they also now tell me that it has to go through more levels of approval.

That’s when I did what I should have done 2 months ago and told them to cancel everything and that I was more than happy to spend my money with any number of places that actually appreciate their customers and are willing to earn business. There are tons of furniture stores out there, and trust me, there’s nothing special about Ashley Furniture that sets them apart, so take your hard earned money and give it to someone that doesn’t act like they’re doing you a favor. The irony is you think you’re better off visiting a store where you can talk to a real person and get help if there’s a problem, but the way they do things, you’re really no better off than if you ordered from a website online.

In true fashion, if you think the above was enough, now they are now refusing to refund my money, claiming that it takes an unknown amount of time to process. Anyone who has used a credit card in the last decade knows how easy refunds are at any other reputable merchant – they process the refund on the spot and you see it on your statement within a couple of days. Yet, I have seen no documentation at all that they have even initiated the process. When I asked them for any documentation showing evidence that they have even processed the refund, they refused to show me anything and kept giving me the generic response that it is in their system for processing. At this time, I am disputing the transaction with my credit card company and filing complaints with the Better Business Bureau.

I found it hard to believe that one company can be this difficult to deal with. In my case, I dealt with multiple people at the store and all seemed to be equally unhelpful, so maybe it was just this store? When I decided to check the Better Business Bureau website about the store, I found that they have zero positive reviews, 15 negative reviews, and 77 customer complaints against them. I don’t know how that got them an A- score with the BBB, but I learned that they only use customer reviews as 33% of the overall score, and they only post reviews after the BBB and the business review them (not sure how a business gets to weigh in on whether a negative review gets posted on the BBB website, but that’s a different story).

I then saw ConsumerAffairs.com shows 2176 reviews and complaints with a 1.2 out of 5 for overall customer satisfaction for Ashley Furniture as a whole. ResellerRatings.com gives them a 1.01 out of 10 based on 106 reviews. The more I looked, I found complaint after complaint online, all very similar to mine. I get that it is hard to earn a 5 star rating as a business, but you have to try really hard to be so terrible that you earn a 1/5 or a 1/10. To put it in perspective, most people don’t buy something on Amazon or eBay without a 95% or better seller rating.

That solidified it for me concluding that this isn’t just an isolated incident, but in fact a companywide mentality of poor service and screwing over customers. If you still want to order furniture here after reading this, I’d encourage you to do your own research online and ask yourself if you really want to donate your money to a store run by crooks. For me, they are holding close to $3000 I’ve given them for over 2 months, failed to deliver anything from the order, and are playing games with my refund. There are plenty of other honest stores in town and online that would gladly compete for your business and treat you with fairness and respect, so no point in giving these guys a dime.

My furniture was delivered the day before Thanksgiving and my nightmare began then. The delivery guys were not professional at all. The one guy stripped the screws as they building the bed. Sure enough he cracked the bed rail. I said I’m sure they won’t have a problem replacing it. Then they bring in the dresser. Right off I didn’t see anything wrong with it. They then bring in the chest. They bang it and right in front of me, the delivery guy grabs a permanent marker (not a wood marker) and proceeds to buff it out. When reviewing the furniture I found all the damage areas. The dresser was completely cracked inside. There were dings all over the place. Before they left I was on the phone with Ashley’s to inform them that I did not want these pieces. She stated that they would be exchanged but that they had to stay in order to follow protocol.

Later I find out that by accepting it, I approved everything and that the damages would have to be repaired. I made a big stink about it and managed to get them to agree to receive new pieces. Remember the Black Friday promise? Well sure enough, they had an additional 10% off. When I asked the store manager refused to honor it??? Ok so delivery #2 the exchange of the chest and dresser was the following week. Guess what? The second delivery was worse than the 1st. All pieces where damaged. Once again I requested new pieces. This time they did not leave the second pieces. Long story short, today January 6 I waited what was to be the 4th attempt to receive new furniture that has no damage and guess what. It was damaged as well. In total I have sat around over 20 hours waiting for Ashley’s to deliver the furniture which they can not seem to get right.

If you saw the pictures you would be in awe how they could have even put any of those pieces on a truck for delivery. The damage was so evident it just shocks me. Now I am waiting for them to call me back to discuss this final attempt. At this point I just want them to pick up the furniture and refund my account. I’m so dissatisfied and disappointed with Ashley’s. It is beyond words. Ashley's states they strive for customer satisfaction. If that was the case, they would have made sure that the 2nd delivery attempt was pristine. Never mind the 4th time. Won’t buy from them ever again. I hope they do not give me a hard time about returning their terrible furniture. Just look at the pictures I have attached. Would you accept this when you are paying 4,235.00 for it?

On December 6th I received my dining room set and the delivery men set up the table and chairs. When the men were done, I examined the entire dining table and chairs and found nothing wrong and everything was perfect. Followed by a phone call from Ashley Furniture to ensure everything was good. Only 3 days later I noticed a crack in the wood on the leg of the table that was never there before. It was impossible for the crack to come from me or anyone in my family because we hadn't used the table yet. I immediately called Ashley Furniture customer service to report the damage noticed in the wood. While inspecting the rest of the table, I also noticed a chair had a chip in the wood as well. The first customer service representative said to take photos and email them to determine what can be done.

After sending photos I never received a follow up from anyone from the company. I had to call customer service again and a new representative said the same thing. Submit photos to determine what can be done. I immediately felt frustrated from the lack of organization customer service portrayed. A week after receiving news the piece in the leg of the table was replaceable and the company would ship a new leg to replace the cracked leg, not only has the same crack that was initially noticed getting bigger but a brand new crack began to form splitting the wood in half on the other leg of the table.

I once again called up customer service requesting to speak to a supervisor about partially being given something off because at this point the table seemed unsafe to use. Not only did this ruin my son's 19th birthday on December 19th and Christmas because my family and I were unable to use the table, but the timely manner of my concern fell on deaf ears to anyone I called in customer service. Customer service refused to let me speak to a supervisor about my concerns for my table. Customer service then reached out to me to say the legs would ship 2-3 weeks and then called after 2 weeks to say it would take an additional 2-3 weeks. Quite frankly this is so disappointing. I would never recommend this company to any of my friends or family ever again. For what I paid I expected this to be well-structured. Please do not waste your time or money.

Finally got a rep who told me that my order was on backorder. No one had called in in the past 2 weeks and when I ordered there was nothing online about it. When I expressed my aggravation about this without yelling or any profanity I was rudely hung up on. Before she hung up she told me that the automated text messages wouldn't tell me about the backorder and that this happens a lot. As a retail manager I had already written my schedule to accommodate this schedule delivery. At this point I could not reschedule my associates to accommodate the Ashley Furniture issue. I had already promised my old dresser to a friend and had my clothes in suitcases.

I called back after being hung up on and waited another 20 minutes to talk to a live person. When I finally got to speak to another "rep" I told her what happened and asked to speak with a supervisor. After another 5 minutes someone picked up and once again I explained my situation. I was basically told that she would have heard the conversation that I described since they are in a "small office" and she "would have heard". So now I am feeling like I've been called a liar. She said there was no way to tell who I had talked to me and asked me to put her on hold and tell her what number I had called. Same phone number and same really bad on hold music. After explaining everything to this "supervisor" I was put in hold so she could check if there was any way that my chest could be delivered.

After another 5 minutes on hold again I was told that there was nothing she could do. At this time I told her that I just wanted to cancel my order. She apologized which did me no good in getting my order that I was told that I was going to get and told me that she did "Everything she could do" and that I should be receiving an email that my cancellation was put in and that I should be getting my money refunded. Worst customer service ever. I have bought most of my furniture from Ashley both in Indiana and Florida and have never had these issues. At this time my clothes are in suitcases, my bedroom furniture that matches the chest that I ordered has no dresser and I WILL NEVER SHOP ASHLEY FURNITURE AGAIN NOR WOULD I EVER RECOMMEND ASHLEY FURNITURE TO ANYONE I KNOW.

As a retail store manager I would never allow any of my staff treat even the smallest order the way I was treated tonight. Apparently Ashley Furniture has more than enough customers and can afford to lose recurring customers. From the bad reviews I have read since this happened tonight, I am surprised that anyone shops there at all. DO NOT BUY FROM ASHLEY FURNITURE UNLESS YOU WANT DISAPPOINTMENT AND RUDE "CUSTOMER SERVICE". Buy your furniture anywhere else. I work too hard for my money and would rather live out of suitcases than go through this ordeal again.

I was told to call customer service??? This has been going on since 11/1/17. My old couch was 20 years old and was in better condition, should have had it reupholstered. I feel as though I am getting the runaround because one year will be up on 1/29/18. The repairman who replaced the cushions was the only one who was the least bit helpful. My friend's Ashley couch is ten years old and is in great condition, so I guess at one time they did make a much better product.

However, my Mom is very nervous the same delivery company (men) will pick up / exchange the broken recliner. I filed a complaint via Ashley Furniture's website regarding the delivery staff and for them to NOT schedule the same delivery staff go to my Mom's home. The only response was to contact the retail store...many times I told them the transactions have been through their website and phone.

5 pm, still no delivery of our furniture. I again call customer service. Customer service response "the truck called you between 12-1pm and no one answered". What? Did they ever come to our house? I was NEVER told the truck would call before arriving to our house. We were at our house ALL day waiting for the truck which never came to our house, never rang the doorbell but COULD have been the random cell phone number (that did not say Ashley Furniture) and didn't even leave us a message. Asked to speak to a manager, "there is no manager here for you to speak to. You will have to call Tuesday and reschedule".

No apology, no explanation, rude. Horrible and we took work off for this! Truck NEVER came to our house but supposedly called us and didn't leave a message. Really nice effort Ashley furniture. No one from Ashley Customer Service told us that when we scheduled our delivery we would first get a phone call. Wait the 4 days and call to re-schedule the delivery that never came to our house the first time, first available date is in 11 DAYS! Horrible all the way around.

When I asked for a time-frame so that I could plan my workday accordingly, he told me that someone would be contacting me with this information. I realized when I woke up this morning that I hadn't heard from anyone with Ashley Homestore, so at 10:00AM I called the store where my purchase was made. I spoke with Mr. ** again and told him that I had not been contacted with the delivery information like he said I would be. He checked the system and told me that my items were in stock but not on the delivery truck. He said that the reason for this is that one of the tables was damaged and another table would have to be ordered and it would not be available for delivery until January 26th! I understand that unforeseen issues arise, what I don't understand is why this transaction was handled so poorly.

Not one employee with your company provided me with as much as a courtesy call at any point over the past six weeks since my purchase was made. On top of that, had I not reached out to Mr. **, I would have missed a full day of work waiting for a delivery truck that wasn't coming. It's also very hard for me to believe that company-wide there is only one of this particular unit in stock. When Mr. ** told me that it would be a total of NINE weeks until I could expect to get my furniture (not taking into consideration that there may or may not be another setback), I told him that this was unacceptable and that I wanted to cancel my order, which he immediately did. With so many other furniture stores in the Houston area vying for market-share, it is important that retailers such as yourself realize that you're forfeiting a great deal of business due to your inability to even try to do right by your customers.

I have been anticipating receiving this furniture since Thanksgiving and the way my transaction was handled is simply not okay. At this point, the only recourse I have is to add my testimonial to the steadily growing list of dismal online testimonials that I have found. I only wish I had read them before I decided to shop with Ashley Furniture.

I decided to ask for a manager today and I learned that Ashley decided on their own to deliver a cover at my door today, when I made my wife check, it was a use repackaged cover. I spoke to this manager on Ashley 800 no# again and now she needs to get that back for me to get my refund... which could be another 14 plus days or more. I am frustrated by the way they expected me to follow up every day and still no refund. Never ever buying from them and would not recommend Ashley to anyone.