Ashley Furniture Reviews

Original Review: Aug. 4, 2017

I purchased furniture for amount of $4500 from Ashley Furniture at 7770 Miramar Rd, San Diego, CA 92126, the sales man told me he will add extra sale amount for me for good customer service after I selected the furnitures. At the cash register he added $340 for warranty which I said I don't want it but he and his boss refused my request and said, "You have to have it," and I said I will cancel all my purchase. He said ok, so I could not buy without paying $340 warranty and even the furnitures come with 5 years warranty. I received a call from customer service to check with me about the purchase and I told them about it but never heard back from them. I liked their furnitures but not the sales man and services. I also received the furnitures, the TV stand, the shelves were missing and I told them about it. Never heard back from them. Was bad experience.

We finally checked out spending $4300 while opening a line of credit. Delivery scheduled for Thursday the 20th - and we received the time frame of 8 am-12 noon. I was able to have my sister come to my house - and was there from 8 am until, 12. At 11:50 she let me know no one had come yet, so I called customer service. They simply told me there had been a "mixup" and they could deliver on Saturday. No courtesy call to alert me when this "mixup" had occurred so my sister wasted half her day for this. We also had deconstructed our room to make way for the new furniture and were sleeping in different beds with our clothes in multiple rooms of the house. Since I was going out of town for the weekend, Saturday was not an option.

Now my husband and I both had to get on the phone with customer service AND the actual store, getting the run around to make this right. The delivery fee was dropped and they said they would reschedule, but I never was able to get ahold of the store manager who I truly wanted to speak to. Now - more delivery scheduling, the new delivery set for Wednesday the 26th - 10 days after we made the purchase. Delivery scheduled for 11-3, and I had to rush home at 12 because I didn't receive the "we are 10 minutes away" call. My husband got a call that they were at the house, while I was 15 mins away at work. I was not going to take a day off and risk the delivery not showing up while I waste a day off work.

Get there, delivery guys there, they start unloading and I look at the bed they were planning on bringing in... Wrong bed 100%. The bed was a wooden frame with metal bolts in it, which did not even match the nightstand, chase set we had. Turns out the store salesperson had entered the wrong product numbers for the bed I was to receive. The bed I loved. After again, multiple calls to customer service and the store- which was not answering my calls or the "dispatch calling"- who'd know if she was calling or not- I had to just go to the store to try to get this situation figured out now. Thankfully the store manager was there- the same one that had been there the day we purchased. He apologized of course, no clue why the mistake had been made, and discounted us $200. But could not do anything about scheduling something that was convenient to my family except set the day.

Anyways, I requested to have the bed delivered on Sunday afternon/evening as late as possible. He said he would call and request that as well, but no guarantees. I myself called customer service about the delivery and let them know I will be out of town and only back on Sunday in the early afternoon, and due to the already multiple poor service experiences I had, to please take my request seriously. Friday morning I received the time frame for Sunday afternoon 3-7. GREAT! I was thrilled this went through. We would for sure be back from our mini trip on Sunday by 3 pm. Saturday afternoon, I receive a voicemail that the delivery was now scheduled for Sunday between 9 and 1 pm. Really? After all that?! By the time I call customer service back - closed.

Call store - manager is busy, everyone's so busy with other customers, hold hold hold... Only way to get anything done is to go BACK into the store and face to face converse. My husband went in, spoke to a manager, who then offered a gift card! By the first delivery ball drop I had decided we will never purchase from this store again, a gift card is about as valuable to me as gum under the table.

After negotiating, a $200 refund was agreed upon, while we had to again reschedule the delivery for the bed. Customer service this morning had already scheduled delivery for tomorrow, luckily in the later afternoon, but I won't hold my breath. She also thought she had to scheduled ANOTHER delivery for ANOTHER bed for me. Literally read the form to me that there were 2 headboards, 2 foot boards, etc... How on earth still!?! Yes Ashley Furniture is nice, I'm sure it is great quality. But WOW the majority of the processes and people I have interacted with felt like a train wreck. Not all - but majority. The most baffling part of the whole experience with Ashley is the delivery process. Every family is busy. Giving these 4 hour windows only 2 days in advance especially for those who work full time is preposterous and seems discriminatory to those that work.

Who can receive a shipment on a Wednesday morning from 8-12 while only finding out on Monday...? The delivery system needs a revamp. Plus we were getting a whole bedroom set delivered, not a coffee table or patio set. These are daily necessities, a bed, dresser etc. I'd imagine if there are this many "mix ups" and last minute changes in deliveries by the dispatch and store saying there is nothing they can do - is essentially false and items such as beds should be prioritized. This has been such a let down of what is supposed to be a really exciting time for my family. Not that it matters but I have never purchased furniture from a store like this before for myself because we never had the money.

I have grown up with all hand me downs, so this was a HUGE deal. I have the worst taste in my mouth from your company and cannot express my disdain for it enough. But you're darn right I was going to sit here and tell my story. This is a flashing red light that there are MULTIPLE holes in your company and how it does business.

Waited waited I called back Ashley asked for the manager told her what happened she said "Oh if you bought the furniture after February 3 or some date like that then you have to call Guardsman and not the new company that has now taken over warranty." Really they gave me the wrong number to call the wrong company and wasted claim time. Called Guardsman they sent me the info I filled it out sent it back. 2 weeks later they denied my claim... What the heck. The white spots are not coffee or nail polish nor did I pour water on the table, I have no friggin idea where the spots come from and they are under the varnish it seems, furniture polish don't help.

Why did I buy this warranty? You think I have money to throw away you untrained unprofessional people. I will fix my damn table my damn self I bought it cash. You can all go suck an egg and watch me take my business elsewhere. I have since bought a living room and dining room set from elsewhere. Money you lost because your quality sucks. Mass production is what you are all about. I don't play that game.

We have always shopped at Ashley but never again! It recently went under new management and that was very apparent as soon as we walked in the door! We had to ask for help! I think you should have kept previous management because the one you have now will run your Bowling Green store into the ground and right out of business.

As the day went on and I hadn't heard anything, I called to check the status and was told that today's date was "tentatively" scheduled as our delivery day, but that the delivery wouldn't be happening. After getting the run around again, I was then informed that our store doesn't deliver after 5:00, so they weren't sure why I was told they would. I have now been on hold with the store for almost 45 minutes while they try and "fix" the issue. I will never purchase anything from Ashley Furniture again, and advise you to spend the extra few dollars and buy from a company that cares about its customers.

I contacted Ashley Furniture and made them aware of what happened by one of their contracted drivers and I actually received inconsistent responses from them! I felt as if they were extremely condescending and belittling my complaint. I had to make repeated phone calls to customer service only to get a reply of, "Oh, we're sending this up to management and someone will give you a call soon." Needless to say, it's been almost a month and I STILL have not received any condolence for my troubles or complaints and my door frame remains damaged! I find it unbelievable that such a large scale furniture company could operate in such negative manner! Once this is over, I'll NEVER buy from ASHLEY FURNITURE again. Such a horrible experience!

So my mom went to the store and took a picture of the display and indeed they were not the same. The sales manager coaxed my mother into keeping the chairs citing they were of better quality. A few days later I had time to go myself to complain about the chairs. The sales manager told me that I was passed the exchange or return period. I walked out a very unhappy customer. So I told my mother to dispute the charge on her credit card. Nope, that didn't work because guess what...it was an Ashley credit account!

This is only half the story. Not even six months passing, the chairs started falling apart with wobbly legs that needed tightening. The table extension wouldn't stay on its latch and kept falling on our knee caps. The table stain began to blister as though water had soaked into the wood. So we are getting rid of it because it's now an eyesore in our kitchen. I highly recommend that you DON'T BUY FROM ASHLEY FURNITURE!!!

I asked to speak to someone else and was put on hold for over 20 mins before someone picked up. The outright lies, unbelievable! This woman tells me that maybe he mis-spoke... Really?!! I got rid of my furniture based on the date given. Now, where is my company on Saturday supposed to sit??? Pissed with Ashley right now. A shame because I had such a nice experience in the store. David was a pleasure to work with and all of his co-workers were so nice.

Then when we found a couch that we might have take or ordered we asked for a tape measure since the dimensions were not listed. I ask the sales representatives that were sitting around and they made comments such as, "I left mine at home." When asked who was helping us I said no one because the sales representative was nowhere to be seen. The front counter didn't have any tape measures because they said they disappear. Now maybe it is just me but a furniture should have several of these available. One for each employee and ten or more extras. Go to the Dollar store and buy some cheap ones to have on hand. Anyways, the lack of customer service with only assist trying to get us to purchase items or colors we didn't want and then employees that you can tell hate their job caused us to walk out. Sorry, but we are now shopping online.

They have no problem taking your money but they have forgotten what customer service stands for and they do not honor their mission statement. I seldom listen to complaints but trust me this store is not worth the trouble! I paid for white glove setup. I also paid for a five year warranty and am under a manufacturer warranty. They had signs stated a bed cost was $400 USC. After review of sales receipt additional costs were incurred for rails. They immured certain items from my order but quoted me the price with the items included. The amount owed with the down payment doesn't add up. They are an unethical company. The only response I get is they are waiting to receive feedback from a supervisor. They never call me. I constantly have to call them. I have contacted the New Jersey location warehouse as well as the Central Avenue Store in Yonkers where I placed my order.

As of today (July 11th) we've received only the bookcase (which incidentally arrived 1.5 hours outside the 4 hour delivery window so TG someone was home). After calling the customer service # it seems the chair should have been delivered as well but "wasn't marked for delivery for some reason" and **ALL** of the other items have been back-ordered, to be delivered in another 5 weeks. Maybe. Possibly. If I'm lucky. Because as the unhelpful customer service representative remarked "You know, these things just change every day and there's no way to predict what will be available."

So, bottom line: while you might find something you love at Ashley and walk away thinking you scored because the damage to your wallet was less than expected, if you actually want to have the furniture IN YOUR HOUSE rather than just a photocopied invoice decorating your sad, empty rooms I'd look elsewhere. Like, literally, anywhere else.

On the day of delivery, Ashley delivered me everything except the other twin bed. Frustrated because the invoice clearly stated 2 beds were to be delivered, but also frustrated with the number of people I was transferred to before I could get a ETA on the missing twin bed. Once the bed had arrived, approximately a month later, I began to notice imperfection in the paint job, anything that was placed on the furniture it would leave an imprint in the paint. The kids could no longer leave their jewelry box or picture frames on their new set.

After taking notice I immediately contacted Ashley and sent pictures since my furniture was still under a year warranty with the store. After review, which too for me to make several follow up calls and visits to the store because no one had gotten back to me with a response, I was told to contact the extended warranty company. After contacting GBS Warranty Services, a reference number was given and I was informed someone would contact me. Well let's just say if I never called back I would still be waiting. When I contacted them for a second time I was told that they could find the claim and I would have to file another one. Okay, so now yet another waiting process with no response.

After reaching out yet again to follow up on the status of the claim I was told someone tried call me, but I never received the call nor did anyone from the company leave a message on my voice mail. In the meantime an appointment was scheduled for someone to come out to take an observation of the furniture. They did, and I was told the furniture need to be repainted and glazed that it appeared the paint hadn't completely settled before the glaze was applied and they would send someone to my home to repaint it. Now I'm thinking, there is no way you're gonna spray paint anything in my home, so I suggested that they take it back to the warehouse and make the necessary corrections. Well once again after the representative form GBS came out to assess the items, there was still no communication about the ETA for repair.

Now with over a year of frustration and no change, I finally spoke with a rep from GBS that was very empathetic to my situation and within an hour granted me an authorization of full replacement of only the dresser and the nightstand, but I would have to purchase a warranty for the all of the items because the warranty is now no longer valid since they are replace the existing items. Really??? Although, I was very appreciative, I would have preferred to have a store credit. I didn't want to take chances of replacing the same items to yet again run into the same problem. After contacting the store to see if they would be willing to credit me my monies, I was told, yes, but only for the dresser and the night stand and I would have to pay for the items to delivered as they become available. After fighting this battle for so long I grew tired.

Last night with dusting the furniture I noticed imperfections in the headboard... I am just so upset, because in all my years of living and keeping house, I've never experienced anything like this or had furniture I couldn't dust or put anything on. I just want my money back at this point. I would never recommend Ashley Furniture to anyone!

Original Review: July 1, 2017

I received a phone call around 12 pm yesterday from one of the delivery guys (I think his name was Tyler or Taylor?) and he said they delivered our furniture in the basement of the wrong house, they got paint all over the couches but they will still bring the couches to my house for me to look at them and I have the right to refuse them. I immediately contacted Ashley Furniture to speak with a manager, which I ended up speaking with Mel, who was very apologetic and shocked this had happened. She told me to keep the furniture for now to get us through while she ordered us new furniture and assured this wouldn't happen again. The delivery guys got to my house, I went outside, told them I had already spoken to the manager and that they needed to bring the furniture downstairs because we're going to keep it to hold us over for now until the new ones come in.

One of the guys said "Are you serious?! I don't want to have to take this down to another basement! Do you want to look at it to make sure you want it?" I went over to the truck, they had both couches just thrown in, sitting in their dirty truck, completely uncovered with white paint all over them. I told them, to take them in because I can't be without furniture right now. They both came in to see where they were taking the couches, looked at each other and said "oh my god, I can't believe we have to take this down another basement." Their excuse of how the furniture ended up in another customers basement was that the other customers got very similar looking couches to ours, they took our couches down there and the other customers never said anything to them and were hoping they would just leave them there & they realized they shouldn't have taken them in there, so they immediately took them out.

Then, he questioned me calling the manager and asked if I told her that they put the furniture in the wrong house. I said, "yes, I told them exactly what you told me over the phone." and he walked away. Bringing the furniture in, they could not figure out how to do it. The one delivery guy had no idea what he was doing, lost his shoe in the process. They said they couldn't take the couches apart. After they got one of the couches in, I noticed at the top of my stairs, my drywall was damaged. I saw them both look at it, realizing if I noticed or not and they continued to walk away.

Then, they brought the other couch in, I kept my distance and heard several loud noises from them moving the couches down. I started to come downstairs, noticed again, another part of my wall was completely damaged, paint completely chipped off to the point where you can see the original wood from the house. I came downstairs and asked "what in the world happened?!" The delivery guy’s response was "it was a really tight fit." I told them I was so upset, this entire experience has been horrible and I will call the manager back and take it up with her and asked them to leave. His response was "I hope we don't have to come back and take this furniture out again." I told him I'd be sure that wasn't going to happen. They also brought in paperwork they wanted me to sign and I refused to & I was not comfortable signing anything.

My husband got home last night and was extremely furious and upset. We came to Ashley Furniture because we have quite a few friends that had recommended us to you. I reached out to a friend that got the exact same set of furniture as us and said that the couches do come apart. So with that being said, all of this, as far as the damages to our home go, could have easily been avoided if the delivery guys would have taken 10 minutes of their time to take the 6 bolts out of the couches and taken them apart. And this "delivery" is what we paid $99 for? We are just extremely confused with who is hired to represent Ashley Furniture. We are absolutely sick to our stomach about this ENTIRE experience. Spending $2500 worth of furniture and delivered pretty much used and damaged has ruined all of our excitement about this purchase.

My husband and I sat down last night and discussed what happened and decided with the new furniture being delivered and it taking yet another day of our time, he is going to take the day off work to make sure nothing close to this ever happens again. So we would like 40% off our current balance due plus payment for damages to our home, fixing the drywall and having to re-paint. We're going to get an estimate done right away and will bring that to Ashley Furniture for a check to made out to us so we can get this all fixed. OR this furniture can be picked up, refund our money back in full and pay for the damages and we will go somewhere else to buy new furniture.

UPDATE!!! On how awful and incompetent this company is. June 15 Aaron ** apparent district manager agrees to terms. Orders new furniture, says get damages fixed, they will cut construction company check, will give us new contract with 40% off. And will send their best out to redeliver new furniture.. Awesome right? June 21 called because there was no contact. Wanted to know when new furniture would be in. Getting passed around on how damages were going to get covered. Jeanette from service says may have to deal with insurance. And Aaron (once again suppose to be taking care of this) could not be reached and obviously couldn't provide us with a balance or insurance we would be compensated for this headache. June 22 I, once again call in, since Aaron doesn't seem to care too much about the situation or enough to return a phone call. He got the balances.

We requested something in writing, he said we would get something from the Holland store in the mail within a week. Aaron also said furniture will be in on June 27 and they would call with delivery arrangements. Also he contracted our contracting company personally to make payment arrangements so the damages could be fixed, and the check was in the mail. June 27, furniture is in, schedule delivery for the 30th between 12-3. Damages are repaired by contractor. Still nothing in the mail about our balance from Aaron. This is perfect right? Damages fixed and new furniture in before our 4th get together right?

June 30 phone call at 1042am from Tyler from Ashley furniture, says they will be here in 10 min to del. Guess who shows up? The same 2 movers who damaged my house the first because they were too lazy to take it apart the first time. I met them in the driveway and said are you kidding me? Tyler says it will be different this time and very apologetic. I told him I'm in the delivery business for over 20 years, I would’ve got fired on the spot for the did. He said I could refuse delivery and request different drivers. I said no you’re here. I'll clear the driveway of our 2 cars so they can back in and make it easier. After I clear the cars out, the other delivery driver says he talked to his boss Jess and they told them just to bring the truck back with our furniture still inside... Obviously we are both on fire at this point. As I took a day off work to be home, as of all the trouble the first time they attempted to deliver it.

11am called Defiance location to get a hold of Aaron ** (once again he was going handle everything right?). Told he was in a manager meeting, and no one else to talk to because they were all in the meeting. But he would be in the Holland store by 1pm. 215pm called Holland store told Aaron was in a meeting… still. 354pm called Holland again told he still wasn't there and he would call us back. 419pm Jesse the warehouse manager calls and says she like to schedule delivery... really? No phone call Aaron explain why nothing has been taking care, why the same delivery guys were sent out? Where is our copy of the balances? And the contractor that did the repairs still hasn't been paid.

625pm district manager Aaron ** has finally been located and decides it’s time to finally make a phone call to see what’s going on... this is who you have running your company? Is he this incompetent or is everyone under him just doesn't do what he orders them to do? The answer we’ll never know, because when I asked Aaron ** for a solution to this disaster... silence. Told him you leave us no choice but to take legal action for our deposit and contractor repair. Will open complaints with BBB and ConsumerAffairs. How these clowns are still allowed to business is beyond me. Consumers beware, this is a pass the buck operation, and live in a district where furniture companies are a dime a dozen, I would hope this one is gone soon so they can't do this to other people.

This went on four times, I was called this morning which is the morning that they are supposed to deliver (Saturday) and I was told no trucks were available and they could not deliver until the following Tuesday which is July 4th. Now mind you I had taken off work for each of these expected deliveries. Now I have to take off work again and unfortunately one of the pieces is a sofa bed for company that we are expecting this weekend. Now there is nowhere for company to sleep except hard floor. How many times do they expect someone to take off work for a delivery?! I guess that doesn't matter to them if I get fired. Ashley Furniture is a joke, a true circus, we will never ever purchase anything from them again. If our sofa bed doesn't get here this next scheduled date they can keep everything and we're going to ask for our money back and go someplace else.

After many months of going back and forth, they sent a replacement chaise. The dye lot did not match. They sent two more chaise pieces, none matched. I requested a new sofa as after a year or sooner you can be pretty much guaranteed that you won't get an exact match. GBS advised that they do not guarantee that a person will get the same dye lot. This is an extended five year warranty. So you can be guaranteed if you file a claim in that time period, you will not get a matching piece. I then contacted Ashley as they use GBS as subcontractors. I explained the whole experience advising to both Ashley and GBS that if their technician did not break the clips, I would still have a matching piece. Due to negligence on the part of the technician and Ashley and GBS refusing to do anything more, I am left with a $3,000.00 mismatched sofa.

Ashley should have stepped up to the plate to give us a brand new sofa as that is the only way all pieces will match. We have spent over $15,000.00 in the past five years at this store. No one at GBS or Ashley takes the customer into consideration even after we have been a "valued customer" over the years. The CEO and other upper management personnel were also contacted but have never responded. I have spent hours on the telephone, missed work for the deliveries and repairs and all I have to show for it is a mismatched sofa. I am now moving forward with a lawsuit and have been in contact with a local television station that is interested in what I have to say. This should never of happened if only these companies would "Think Like A Customer".

Immediately after committing this offense, ** again -- within the earshot of customers -- advised me that my order required a cash downpayment of either the sales tax, or delivery charge. I then proceeded to explain to ** that I'd previously purchased and received furniture from Ashley Furniture HomeStore via my Ashley card, without any downpayment, and I expected to do the same with the instant order. ** then curtly stated "A downpayment is needed. It isn't much, so how would [you] like to pay?" I confirmed via my credit card, and proceeded to leave the store.

As a manager, **'s behavior was deplorable. Her lack of professionalism and tact is unacceptable. Rather than explain whatever perceived circumstances she may have had surrounding my purchase, in the privacy of an office, ** flagrantly and presumptuously divulged my personal information in a dismissive and condescending manner. While I understand Ashley Furniture's concern in ensuring a customer's ability to pay, **'s attempt in this area was not only unethical, it was rude -- evidencing a glaring lack of ability in customer care and discretion. Inasmuch, as a third-time, returning, Ashley Furniture Home customer with an excellent payment record the conduct of this manager warrants in the least, a written warning, and at the most, termination.

It is interesting to note that for all of **'s earnest efforts to demean and categorize a paying customer in the presence of others, she truly reflected a mentality that staunchly works against Ashley Furniture's penchant for community care, and as a member of the Chesterfield, Virginia community, this experience will not remain unknown. Furthermore, while **'s apparent function is to monitor customer financial credibility, her first priority should be in recognizing that each and every customer is to be treated with respect and dignity. Anything less, speaks not only to the representatives of Ashley Furniture, but to the company itself.

Indeed, identifying that Ashley Furniture is not built upon furniture, but upon those who purchase it, should make it clear to ALL Ashley Furniture employees, that WHO not what is the priority. Finally, as I enjoy my new sofa and loveseat ordered on-line at Ashley Furniture, and delivered to my home without any problem or downpayment I ask you, **, what role did you really play on behalf of Ashley Home Furniture: manager... or moron?

How in the heck do you count a set, packaged together, not sold separately as 3 pieces? If, that's the case, then I guess I got a 15 piece set? I have never felt so disrespected, and rudely treated in my life. The courtesy stopped right after they got our money! The salesperson went from "Mr Friendly, and I want you to be happy" to "Mr. Fast talker who doesn't have time for me." Freaking amazing!!! Fast talking only made you look like a bigger liar, because I went from the manager saying he only counted 13 to Mr fast talker salesman coming up with 15 items!! Wow!!!

When he came up she was very rude to him saying he didn't tell her it was 6 months no interest, (I was standing there when he told her 6 months no interest & $100 down). I said, "Well now you need to stop this transaction" and she said she would have to wait till her manager returned from lunch. She said she would email me when it was taken care of. I told her she needed to call me also. I went to work and 4 hours later she had not called so I called her. She said her manager said it would take 3-5 days to put my money back. I said, "No that's not good enough. I'll call my bank". I called the bank & the money had already been taken out.

I called the store back and again got Victoria. I asked to speak to the manager. She then replied, "What is this concerning" & I said, "It's about the transaction from earlier today". Victoria replied, "I already told you I'm sorry". I then said, "Look you have created a very big problem for me, now you're not helping so I want to speak to your manager." She put me on hold. I spoke to Marcus, told him I needed the money returned to my account and he said he would talk to the higher ups in Texas on Monday.

It is now Wednesday and my money has not been returned. This is inexcusable, this is 2017 and if a merchant can immediately take money out of a customers account they can definitely put the money back immediately. Ashley Furniture should be a little more careful of employees they hire, they need to be properly trained and also be team players. This mess was not my fault and it should have been fixed on the day it occurred. There is no excuse for this type of treatment. VERY DISSATISFIED WITH THIS TRANSACTION.

HOWEVER! It's now June 26 and ALL has been "made right", We need to realize Ashley Furniture stores are located across the USA. What's wrong with one store may not apply to another. In fairness, Ashley in Green Bay ended up shipping our desired matching pillow from the show room floor (as I'd previously requested) and did so with overnight delivery-at "their" expense. It arrived "just" in time prior to the arrival of 10 guests. In addition, I've discovered this particular store is now working very hard to obtain the good reputation any (wise) business desires. So, we'll give them another chance and learn if they, in fact do/have improved products/service. I believe they will. Again, keep in mind it's the GREEN BAY, WI store I'm referring to. There IS a difference-at least we'll see if they do as we now are quite confident they will.

Original Review: June 20, 2017

After purchasing over $10,000 worth of furniture, and running into what I accepted as being "tolerable" inconveniences, we have most of the problems worked out. Why, oh why didn't I read all the reviews before purchasing? Because we TRULY believed Ashley Furniture is of top quality and, therefore, their service would be the same. I should have realized we had entered into a problem when the sales representative would not allow us to purchase a matching sofa pillow - to go with the other 3 we had "just" purchased. We found the identical pillows on the showroom floor, but we're told we "can't buy one of those because it will not look good in the showroom if that sofa is missing a pillow." So ours would become a "special order."

That was April, 2017. It's now June 20. Delivery date was long, 5/22/17. Worse, after weeks, we were told the 2 missing pieces were damaged in shipping. Another wait. One recliner didn't even work when plugged in - another delay in waiting for tech - which is supposed to be 6/22/17. Finally, today, rep called back to check on our satisfaction. So far, so good, but it's only been weeks! After reading reviews (nearly ALL negative), we're truly concerned we've made a HUGE mistake! I mean, really, we still can't get the matching pillow? Reps don't call back when they say they will. I'm worried the $885.85 for 5yr accidental coverage was also a foolish investment. The phrase, "Buyer beware" is now a stinging thought running through my mind. Please don't let it run through yours.

We received a denial for the following reasons: "Loveseat/Sofa - The required reporting timeframe for the stain or damage has not been met under the terms of the protection plan. The reported damage on your furniture is not covered under the terms of the protection plan". So, I had to anticipate there would be wearing? We do use the sofa mostly while watching TV but the couch is hardly EVER used and it is wearing where the leather creases on the arm rest. And you state that damage isn't covered but I distinctly remember the salesman showing my dad that even if the dog punctured it (which he didn't) it would be covered.

I have read many other 1-star reviews and this company brags about being in business since 1915 so I can't imagine how many others have been ripped off. I also tried to email their site but that portion returns errors so emails don't go through. If I repair the furniture it will be for sentimental reasons but if I buy new, I will ensure this company has nothing to do with warranties and if it does I will explain to the salesman why I am walking out.

During the first delivery, we inspected everything and the chairs looked nice and no defects. Unfortunately, the table top was not flush on the left side where the two center pieces meet. One of the installers was trying to tell me to keep the table, and just have a tech come see if it can be repaired. This is a brand new purchase?? I shouldn't have to have someone come out and make any repairs, so I kept the chairs and sent the table back and waited upon a new table to be delivered a week later. During the first visit my mom had noticed three markings on the side of the table that looked like scratches but we came to a conclusion that it was part of the wood. That is how we identified that the second delivery was the SAME EXACT TABLE! The table still was not flush on the same side.

At this point, the customer service lady said she would have a manager inspect the table before it shipped out. I was going to send it back but decided to give them a third try since I did really love the style of table. THE SAME TABLE DELIVERED TODAY WITH THE SAME THREE MARKINGS ON THE EDGE and not only was the table not flush on top but now one of the table sides was longer than the other. Needless to say, I sent EVERYTHING back and asked for a full refund. I will never buy from them in the future. I will say while the customer service from the first delivery was not pleasant, the second two were very nice and helpful. The phone customer service was very helpful and accommodating as well. I simply was not pleased with the quality control, the fact that they actually thought we were that stupid to realize they sent the same table out 3x and the waste of my of time. Now, we are starting all over someplace different.

Got directions to the warehouse since are they are in charge on the delivery by a third party and went there. Asked to speak to the warehouse manager but the manager was not there on a work day. I was told by the clerk that the manager would call me but never did. Informed corporate but they did nothing. Ashley Furniture is responsible for the theft of my washer off the back of home with use of their lift gate. I have already had my recliner repair only after informing the store twice before informing corporate at which they sent a repair individual. Including my sister complaints, I find this company has no redeeming qualities at all and suggest you look at one of the many other furniture stores without reservations to make your to make a purchase.

The truck is here on time today. I told him where I wanted the bed. He informed me he didn't have the footboard. I told him what I was told so he called. At first the lady didn't see where I was called the 2nd time until I mentioned email. Then she saw the email from customer service that stated all pieces would be delivered. Again, she said sorry and I'd receive a call in 24 hours for another delivery. Meanwhile, when the man unloading took the dresser off truck noticed the corner top left was cracked. He made another call. Yet again, I'll receive another call in 24 hours to when one would be delivered. My husband call the 803-228-4848 for customer service. Again, very rude and got nowhere. We understand things getting damaged in route but making us keep waiting is ridiculous. We paid over $1700.00 and still cannot use our bed nor put our clothes away. We also still don't know when it will be delivered.

I went to Ashley b/c it was a known furniture store. Thought it would be easy. After speaking to my daughter-in-law about the $5000.00 bed they bought from Ashley I would have never went there. My husband and I nor my son and daughter-in-law will never purchase from Ashley again. We purchased at the Hickory store. Service there was great. It was after the sale service that is horrible. Today I received a call that my dresser and footboard will not be delivered until June 21st when they are in the area. This is wrong! I can't use my suite that was purchased on June 2nd until June 21st - that's if it's not damaged.

So now the bed is again being delayed being put together. The dresser never made it off the truck because it was damaged, again the same response was "until the order is unlocked we can't give you an exact date on another dresser". So all they left were the night stands and a few of the bed components which after three attempts was not unboxed so my wife could inspect them. The delivery people said that they should be fine in the box however the customer service people insist that they inspect the pieces. So how do you win, after spending over 1,700 and getting nowhere with them. We are livid.

So now we wait until the other pieces can be delivered at a time to be determined, and if the other parts of the bed are damaged or scratched or otherwise there we are left waiting yet again for replacements on those. I will never give Ashley Furniture another dime and I hope this will help others that attempt to venture into their store. They are very friendly until they have your money then you are at their mercy... Buyer Beware!!!

GREAT! Not so much. The bed and tables were delivered, BUT the foot board of bed is broken and the couch still is broken. I called again, mind you this was in April, they gave me a number to the main office to call to get people out there to look at it and fix it. I called, they gave me the runaround and said "someone will call you." INSTEAD we receive screws in the mail from Ashley furniture. I called and asked why did we receive these, they said that they deliver the parts to the home then send someone out to fix it... REALLY! They haven't even looked to see what is wrong with it. I called last week, 6/05/17 the person said "someone will call you this Wednesday to make the appointment." Wednesday came and went. I called today, 6/12/17, again "someone will call you this Wednesday..." Lesson of the story DO NOT BUY FROM ASHLEY FURNITURE. We spent over $3,000.00 and have broken furniture that we have to pay on.

She insisted that I had it wrong and she had informed my husband that if we did it that way they would not be concerned with any issues. My husband insists that she did not talk with him in this regard. But, she got back to me that the manager was going to contact the warehouse as the person at the warehouse should not be saying this. I have not heard back!!! Leads me to believe this is not a reputable, credible business!!! I was not looking to replace the units, I was looking to get their "repair" service.

I have not been able to get him back on the phone. When I call the store I am given the run around. I would just like to say to Ashley Furniture if you're going to treat your customer like this due inadequate employees don't expect them to return. I was disheartened by the treatment. I have always adored Ashley furniture. I never in a million yrs thought they would treat customers like this. Very sad.

We bought three leather sofas among all other furnitures. Bedroom set was king size, but after few months started looking very old and pieces of woods broke from different places. We never called anyone for any fix. These three leather sofas were brown in colour. After few month we noticed that it has destroyed all the wall paints of our new house and has left its colour on the wall. Not only that, from different places all these three sofas started becoming burgundy. Any time we would wipe the sofa, more and more burgundy patches will appear. All these three sofas looked gross. Finally one day we called Ashley to come and have a look at this as we were very dissatisfied.

A person from Ashley came and when we showed him the paint on his wall. He replied, "You guys should never put these couches against the wall. No one does that." My wife and I looked at each other thinking we were stupid. Then we showed him those big burgundy patches and he said, "This is a cow leather and colour will always come off." He advised us that we should go to Home Depot and buy a matching leather colour and apply on it. Then he himself found a half inch rip behind one of the sofa (couch) and he said he will send someone to fix it. But nobody ever came.

Now today (May 29, 2017) we realized that five years have gone by and we should go and redeem these 4 coupons of protection plan. I was thinking that I may be able to find a small couch or sofa for $700 and use my credit from unused protection plan which was $700 in total. So when I called them this morning (May 29, 2017), they told me that two of the protection plan was already used including the call we had for the leather couch, when that man had come and told us we should not have put the couches against the wall and also to use a leather colour from Home Depot. It took me all day on the phone to convince them that no help was given and no repair was ever done and I never got any fix for anything.

After investigating whole day they were finally convinced that yes my protection plan was never used and I should get the credit for the whole $700. But what happened after, I basically decided to cut it up and throw this protection plan in the garbage. Are you ready to hear. They told me that first of all I can not use these 4 coupons collectively. I have to buy four things and I can only use one coupon for one purchase. Cannot use all 4 towards one purchase. Second condition is that each item has to be at least $1000. So basically I have to purchase 4 items total worth of $4000 before I can use these 4 coupons. (Saying coupon may be incorrect because this is my own money that I had paid them initially. So in order to use my own money these are the conditions.) Not only that, the best has yet to come. Third condition is that each object has to be on a regular price. Cannot be on sale.

So I told them in order to use my own money I have to purchase $4000 stuff on regular price. If I go cut it up and throw these unused protection plan in the garbage and walk in the store, I will find the same $1000 stuff on sale for $900 or $800 or even less. So on a sale if the price has reduced 10 or 15 percent for each item which is a normal occurrence, then on 4 items I will save $700 anyways. So what is the point of using those protection plan credit. And on many occasions their sale price is way more than 15 percent because regular price is already too high. So using those unused protection plan credit, you end up paying more than what would you pay if you shopped without that. So I cut it up and threw in the garbage. I wish these salesperson would explain these things to the buyers. Secondly these conditions Ashley has, make no sense. In my opinion it is a total fraud and they know it.

At the vet, they had to amputate her tail to remove her from the chair part. My granddaughter was told that it came very close to causing vertebral damage and that she very well may be incontinent of stool now. I would like for pet owners to be aware of this. The vet said it was a very serious injury and to contact the furniture company. There apparently was a guard of some kind in the area of the part that caught her tail but apparently it did not work.

I called the customer services and they said they will send someone to put the sofa in my apartment and then send them the pictures when it's in and they will fix the scratches. This evening they sent two people to do it, they couldn't put the sofa inside and it got more scratches. They left it in the hallway. I am very disappointed of the service. I want to return the sofa, get my money back and buy another one smaller. They do not want to take the sofa back. It's very concerning!!! What can I do?

Customer service stated that they would send someone to fix it. It should not be fixed, it should be new. Currently getting the runaround. I told them I don't have multiple days to stay at home 4 hours so someone can come tell me the new couch I purchased is broke. This situation is less than a week old, Ashley better make this right or my network of contacts will never go to Ashley Furniture again.

A few days later the wood (frame of the couch) broke even worse. Again, spent days on end calling and leaving my number to never receive a call back. Finally 2 months after the repair I got someone on the line, (at this point couch is still not a yr old) I told the representative I wasn't interested in a quick fix this time. The representative told me I had to again send pics and she would send out the lady to "fix" it. No thanks! I will be throwing out the couch I haven't finished paying for and never again bring my business to this store. Very poor furniture quality. Representatives are rude and don't care if they lose your business, in fact, they are happy to send you on your way, and the contractor they use to "fix" your couch is also very rude and doesn't even speak English.

I contacted the Better Business Bureau and report my complaint. After I contacted the Better Business Bureau, I was contacted by Ashley Furniture informing me that there was nothing they would be able to do to help concerning my complaint. I asked Ashley Furniture to send someone to just look at what happened to the leather on their sofa. They was very irate with me and hung up the phone. As for the Better Business Bureau they could not offer help. I would not advise anyone to ever purchased from Ashley Furniture. Their furniture is the poorest quality imaginable.

The other issue is I purchased a coffee table from them and the paint is chipping off of it. Now where the chip is on the table is by the leg. It's a table that has a top and a bottom and there has not been anything sitting on it and I wipe it with a dry cloth (not wanting to use chemicals to ruin the table) when I called first to have someone come out and look they couldn't schedule me a time that was convenient. And they couldn't schedule farther than 3 weeks. So I called back and was informed that they don't have someone come look at things like that... I needed to send a picture. I asked why was it ok to schedule before and now I'm being told to send pictures. The person on the phone said... "Sorry you talked to someone new that didn't know what was policy." So I sent pictures. I was called a few hours later from someone else at Ashley stating that there was nothing they could do, that something in the home was the cause of the chipping.

I explained that I never use chemicals and only used a dry cloth to clean. She then said, "Well something must have sat on it." I explained that it's right by the leg of the table and nothing was sitting there. I told her that I spent a lot of money on this table and I have done nothing to make this happen. She again said something in the household caused it. She flat out called me a liar!! I asked to speak to a manager and she informed me they would say the same thing. I told her word of mouth is a wonderful thing and to remember that!!! That is why I'm writing this! I was treated horribly and pretty much called a liar. I will NEVER shop there again!

Original Review: May 18, 2017

Purchased a Tempurpedic mattress and mechanical base from Ashley March 1, 2017. At the time of purchase we were told the mattress was fully warrantied for any reason through Tempurpedic. This is totally not true. Tempurpedic DOES NOT honor a product sold anywhere except their store! Also, if purchased through Tempurpedic there is a 90 day no questions asked return. Ashley has a NO RETURN POLICY making this purchase a complete rip off. The product is subpar! The bed clunks and creeks all night and we paid over 3200$. Worst bed I've ever owned. We also purchased a foot stool pouf at the same time, it has yet to arrive, no word from Ashley's. We have contacted the Huntsville store customer service at the email address provided with zero response. Worse furniture store ever, will never purchase from Ashley's again.

I am still really upset that after spending more than 2000.00 for two sofas, I am left with two grossly ugly pieces of furniture with no recourse. There should be a class action lawsuit against Ashley for selling such JUNK FURNITURE with the word "leather" attached to it. Over the last 4 years, I have covered the peeling with sofa throws and pillows, but can't take it anymore. I now have to purchase new furniture because the Ashley furniture has become too embarrassing!!! Shame on ASHLEY!!!

I will never buy anything from Ashley again. I spent nearly 7K in Cash in 6 years and they still can't get it right. This is how they value their customers, once they get your money they could give two ** about you. They lie and pass the buck on other departments. I never write reviews but I'm sick of companies like this who just keep on screwing over their customers. I've had enough. I will post it on Facebook and every other place I can. I hope this helps someone else out who is thinking on shopping at Ashley Furniture in Wisconsin. Don't, save yourself the headache. Shop at Bob's in Milwaukee, just as nice furniture and they don't damage your stuff and it's delivered on time.

Ashley refuses to pick up the merchandise and will NOT refund us our money. They state that we knowingly purchased poorly made furniture and are stuck with it. They said the furniture is not defective since it was made that way. And they recognize that it is poorly made and manufactured but could care less. And that once the items are in your home, it is yours. All sales are final. We have spoken with service and the store and all refuse to do anything about it. Also contacted corporate and they have the same stance. We will NEVER purchase from Ashley again! Absolutely horrible customer service!!! And horrible merchandise!!!

Bought the Guardian Package and was told it would not cover wear and tear damage after their salesman told me I could sit on the furniture with a screwdriver in my pocket, rip a hole in it and Guardian would cover it. That was a waste of another $150 but I guess Guardian would go out of business covering this cheaply made junk. In the end it's also Guardians responsibility to not warranty junk if they want to stay in business.

Original Review: May 4, 2017

Ashley Furniture - 7375 Jefferson Blvd Louisville, KY 40219: On March 24th 2017 we purchased a leather sofa and love seat from the Louisville Ashley Furniture Store (Jefferson Mall location). We were told we had to wait until April 18th for delivery to which we agreed. Because we were in such need we went back into the store the 1st week of April and asked if there was any way we could get delivery sooner. We were told by the Customer Service Manager that the salesperson should have checked to see if there was a possibility that another warehouse had the item by putting in a ticket. She promised to do that and call us back within 24 hours.

Twenty four hours later we received a call from the Customer Service Manager telling us that it was not possible to get an earlier delivery. Fast forward to April 18th this week. We took delivery on April 18th as we were told. Upon taking delivery the sofa and love seat was not the quality of product we were expecting. While the truck was here we noticed a few nicks and one of the sofa pillows looked a little worn. It was called in and noted to the warehouse. They said they would take care of it and send a replacement cover for that. I was also told by the warehouse manager on the phone that if I had anything else that I needed to report I would have to do it within 48 hours of taking delivery.

About five minutes after the truck left I noticed in the light of my living room about a 1/2 inch slit in the back of the leather love seat and that someone had covered it with a black marker. This was not the love seat we were expecting that should have been in perfect condition. I noticed that all of the wrappings were removed prior to being brought into the house. I immediately called the warehouse to report it. I was told that the order was still on manifest and that someone would call me back later that day to speak about how and when I could get a new one.

Later that night I was sitting on the sofa when my husband noticed the lining hanging out from the bottom. We decided to take the pillows off and flip it over. That's when we noticed the whole lining was matted, loose and dusty and had two holes in it. There was no way this was the brand new sofa we had paid for. Additionally, the arms on the sofa were buckled/worn. I immediately called the warehouse to let them know that there were issues with the sofa. I was told once again they could not do anything until the manifest had been cleared and someone would call me.

The next morning (April 19th) I was so upset I called and asked for a manager. I was told by a customer service rep (**) that the manager was on another call. I told her I would wait for him. She put me on hold and came back to the phone and said the manager does not take calls but was happy to put me through to his voice mail. Before I could respond I was getting his Voice Mail. I hung up and called right back and got another rep (**). By this time I am in tears. I explained to her that not only now does my brand new love seat have a cut but I realize that what was delivered to me was not a brand new sofa and I had pictures to prove it. She looked the order up and said that it was no longer on manifest. She apologized for this and said that she had another order to work but would call me in at least 45 min or so once she got a replacement approved by the manager.

About five hours later ** did call me back to say that the order was still on manifest and she could not help me at this point. I asked her how could this be if the order was off manifest earlier? It didn't make sense. She had no answer. She said someone would be in contact with me once the manifest was clear. Three hours later the night of the 19th I received a call from the first representative I spoke to (**). She was calling me to tell me that the order was now off manifest and she could order me a new love seat with the new delivery date of May 26th. My husband who was on speaker on the call with me asked to speak to the manager. She proceeded to tell us that the manager (**) was gone for the day but that she would send an email to have him call us the next day.

We told her at this point we did not want a replacement only a refund. We were not interested in waiting another 6 weeks for another delivery. She told us that they don't give refunds and they could only offer replacement, repair, or a store credit. The next day (4/20) we waited for a call but NO ONE called us. This was very upsetting as we had been reaching out for two days to get someone to try and rectify the situation. To this date we have never received a call from the manager. Still waiting…

April 21st - After waiting for two days to hear back from the manager I contacted the Better Business Bureau in Louisville, KY. I shared my experience with them and was pretty much in tears. I asked what should I do? They advised me to also contact my credit card company and file a claim in order to get a response from Ashley. They told me that if I filed a claim the merchant would have to contact me within 24 hours. I filed a claim with the BBB on April 21st. Lo and behold later that afternoon I received a call from ** with Ashley. She said she was calling on behalf of my BBB claim and wanted to know what was going on. I proceeded to explain what had happened. I knew that she already knew what the complaint was because she received a copy.

** proceeded to tell me that there was no option to receive a refund based on the paperwork I signed with them. I explained to her the inconvenience of already receiving damaged furniture and that this is not what I ordered and paid for. She told me that she knows that Ashley would not send used furniture etc. I told her that I had pictures to prove that this definitely was not a new couch. She told me that she would be happy to reorder me a new set for delivery at the end of May but that they would not refund my money.

I explained also that I had contacted my credit card company and filed a dispute. She said she wasn’t concerned about that as she had people in her company that handles those things. Since then we have heard nothing from **. We have only had calls from reps from a warehouse trying to schedule a replacement delivery. Based on the service and quality we DO NOT want an exchange only a refund. I have made that very clear.

April 24th. I received a final response on April 24th, 2016 on the part of the BBB. While the advantage of the BBB is that they did finally get me a phone call from someone at Ashley there no action will be taken on their part. I was advised that they are simply a reporting agency and cannot require anything on the part of the merchant. Obviously the consumer has no recourse in these matters of poor product and service. How unfair is this? If Ashley were really a stand up company and wanted to provide real customer service they would do the right thing and honor a refund in a particular situation such as this. I will NEVER purchase another item ever from them and intend to let everyone I know to never shop there for anything. I advise anyone even considering a purchase to RUN not walk but run in the other direction. I’m sure there are other reputable stores that you would be better off making a purchase with.

Then as I am waiting to sign the paperwork they just ignore me to take care of another customer. No communication whatsoever. 30 Minutes later, they finally start talking to me. But never explained what the wait was for. I called them this week to find out the status about delivery, I was told everything was good to go. They called the day before delivery and now the headboard is missing. I can't even make a payment until everything is delivered. Didn't even get a date on the headboard.

Next, warranty called and wanted pictures of the ottoman which I did and sent to them. The response from Ashley was these products are mass produced and they will credit me $50 for my trouble. But they will not replace it. After buying an $899 piece of crap, and the way I was treated from Ashley, I would never buy anything from them in my life... and suggest nobody I know or anyone reading this never go there.

At this point I will NEVER shop at Ashley again and am tempted to stand in front of the store with my crappy looking sofa cushions so that unsuspecting customers know not to shop there. I don't know how a furniture company won't stand by their products. Don't they care that people will come to my house and see a piece of furniture that is falling apart? When they ask where I bought it I will tell them. I would think in this market, when retailers are closing their doors, better customer service would be provided.

The decision has been made that if we do not hear from a member of this establishment by Monday May 1, they will find their couch on their front stoop and we will be contacting Wells Fargo to stop all billing. NOBODY has any pride in their job let alone the company they work for. If others did their job this way, they wouldn't have a job!

NEVER will I or anyone I know, and I've lived in 5 different states and have many acquaintances and friends that will be notified by Twitter, Snapchat, Facebook and by word of mouth to take their money and business to a REAL furniture company that takes pride in not only their jobs but the products and company for which they work for! Whatever happened to the "customer was always right"??? After all the grief and aggravation we called Value City Furniture Corp to be told that this loveseat hasn't even by assembled!!! That we should get our FULL order "sometime next week"??? WOW, appalling and disgusted!!

My husband called Ashley while they were still taking the bed and nightstands up the stairs. We didn't want it without being a complete set. In the store it didn't look as big as it was upon delivery. It looked ridiculous and we didn't want it. The delivery guy said, "When you decide what you want just let us know and we will come back out and switch them out. No problem!" LIE!!! It is no problem to the delivery people but we were charged $1,092 to exchange the stupid furniture!!! We had to pay 10% restock fee, had to pay ANOTHER delivery fee when they had to come out and get the other stuff to begin with! The bedroom suite we had to go with didn't require box springs, and we hadn't touched the ones delivered because we couldn't use the first bedroom suite, but they won't take them back. They are still wrapped in plastic!!! It is so ridiculous!!

We will NEVER buy from them again. They leave you with no choice but what they say if your order doesn't work out. And the manager told us that when the new set was delivered, we could only refuse the ones with broken drawers and such. If it has any scratches we HAVE to accept it and they will send someone out in 7-10 days!!! WTH!!! This is total **. The only reason we have anything from them is because we have NO choice!!! Totally NOT good business!!! We are Very unhappy people!!! And this sucks!!! If this stuff comes off the truck scratched, it is NOT going to be a good day! And the delivery guys, pull up your fricking pants!!! Geezzz.

Then a week later I received another card with someone else's name on it and my acct # again and a letter from the credit bureau that they had also attempted to get my credit limit increased. Once again I call and find out that they had added themselves as authorized users. Then I am supposed to receive a new card. I rec'd the new card but when I tried to activate that card it had already reported lost or stolen so once again I had to call. A new card was mailed out which I never rec'd so had to call again and was told it was mailed out which I find out these people had changed my address on the acct to an address in Georgia so now they also have my ss#.

When I call I change my address back to mine and then they are changing back to theirs. This started back in the end of Feb. It's now almost May I still don't have a card, never rec'd a statement, and these people have now tried to get a Discover card and a Chase card in my name but now at this point they are using my real name with their address. I have been to the police and my credit has now been hurt so badly I had to have my credit frozen just so they couldn't get into it anymore.

This had to have occurred from the store in Altamonte Springs. The store manager Melissa was like "sorry for your luck." She couldn't care less because of course it's not happening to her. But I feel this is happening due to someone being able to see me putting in my information on the screen that is up in the air when you are applying or when you purchase something they have your information up on their computer screen so anyone passing can get your information.

I have been dealing with this for almost 3 months with countless hours on the phone with Ashley and Synchrony card company. The credit card company is very helpful but everyone I have dealt with at Ashley is "oh well sorry for your luck." I wanted to return the furniture and have it credited back and then close it out from all the damage that has been done and the furniture isn't worth the amount I paid for it. They didn't give enough support for the mattress. Had to go and purchase wood to hold it up.

I don't even want to see the furniture and be reminded of what has happened. So anyone applying for credit at Ashley watch who is watching you apply or everyone I have talked to about the situation said it could also be someone working at the store that got my information. So beware if you purchase anything from Ashley Furniture. Besides the furniture not worth what I am going to be paying for it the customer service is so horrible. They chase you around the store but when there is a problem they couldn't care less.

At this point I tell Ashley to credit what was owed and that the only reason we paid over $200 for delivery was so they could set up the adjustable mattress and I should get some sort of discount off the delivery. Nope, manager said they couldn't do that because It had already been delivered. So pretty much screw your loyal customers, and oh well, your order didn't work out for you. Way to go on customer service!

Once that side rail was replaced, another 2 yrs. passed and the same side rail on the same exact side in the same exact place had cracked and broke again. I called the store and they told me to call the company that handles the extended warranty. Needless to say, I couldn't receive any help because they already replaced the side rail once. I was told in order for them to replace the rail, I would have to purchase another extended warranty! Then if that wasn't enough, the person on the other end had the audacity to tell me that the bed broke due to negligence on my part??!! Really?? Why not the fact that I was sold a DEFECTIVE PART/BED altogether!!!! I WILL NEVER purchase anything else from this incompetent ass store ever in life!!!

They have offered me credit for my 2 chairs, but what am I supposed to do with the loveseat and couch? They don't have anything to match. And of course it's the manufacturer's fault. I'm really disappointed with them and will never shop there again. You spend a lot of money and then spend extra for these warranties and for what? Spend the extra and go somewhere else. Ashley is just a waste of time and money.

After sleeping on our new mattress for two days, my wife and I had backaches, our last mattress was ten years old but didn't get back any backaches, a Serta Posturepedic. Well we called about the chair and the mattress, which they said they would get somebody out there, never showed. My wife and I went down to Ashley's the next day. The lady who ordered this service order was off that day, the man said the lady had a blank work order in our folder but didn't bother to fill it out. Nice! This woman can't be too busy to fill this out, there's never anybody in here. Anyway I got fed up after repeated calls and going down there that I told them to come pick the furniture up, as we started with a lease, with an option to buy. Well, the lady who set up this lease said, "give me a couple of days for the furniture to be picked up," no call no show, nice!

Well we went down to Ashley again and was told by the manager that no pickup was ordered. Well this manager said "if you pay your monthly bill up to 3-29-17, we will pick it up the next day between 12pm and 5pm." My wife and I waited all day, I called Ashley the next day and no answer. We had to go out of town following day as my wife's mother had passed away two days later, we should have been there. Ashley's continuous lies and lack of commitment to the customers needs is incredibly lacking with an exclamation point.

Well we talked to the woman who originally set up our account, says that the last time she set up our pickup on an order form, says the manager whited out the date, she showed us. Well this last pickup date is on 4-13-17, got this pickup date in writing, signed by both parties. I think I figure they might have another trick up their sleeves with dating the next pickup for this date, as our lease option will run out 4-15-17. As their interest rate after that is loan shark 30 percent.

Lies and deception are probably included in their training manual. Good Luck. This phrase, Buyer Beware usually only to buying used cars, but it's a shame applies to this business with all their complaints, 2000 is astounding, with the possibility of others played on by this company not knowing about this site, is probably double. With this kind of reputation this business will cease to exist soon! As your reputation proceeds you, whether good or bad. You make the call!

(Oh yes, sorry for another aside, but after waiting 3 weeks for the desk to arrive Ashley called and said it will be another week before it can deliver the desk.) Heck, I would rather have it all sent via UPS and assemble that last piece, too, rather than pay the $170 for shipping one stinking item. This is especially the case whenever I ordered everything online it appeared as if the $170 delivery/assembly fee was for all 5 of the items that I purchased. NOT HAPPY! How can you rate Ashley a Zero-Zip-Nada-Zilch-Nothing!? Oh yes, and finally, I'm an attorney and they knowingly treated me like this... So here's a zinger a free piece of advice from an attorney (Ha Ha!) DON'T BUY ANYTHING FROM ASHLEY HOMESTORE!

The day came for the delivery and guess what? I wasn't on the schedule according to them. I cancelled and Robert never got back to them to confirm, and the reason for my scheduling issues was because I cancelled. No because I've been having issue from day 1. So long story short between me and my husband we've missed out on work and still no furniture. I finally cancelled with no apologies. Nothing. Wasted time. I believe as my items were coming in they were using them for other deliveries from day 1 in Feb. and at the last minute using the excuse of me cancelling mid-March, if that's the case why did I receive two diff. confirmation? Never wrote a review in my life hope. If you want to waste time go to Ashley furniture!

On the day of that delivery the delivery service called to say that only 5 of the 6 dining room chairs scheduled to be delivered would be delivered because one of the chairs had been damaged. When the furniture arrived all 6 chairs were delivered and appeared undamaged so we accepted the delivery. A few days later I sat on the chair and the chair immediately collapsed dumping me on the floor and a leg was off the chair. I called the store in Hixson, TN and was told that I need to call a "Customer Care" hotline which I did. I was told that the chair could not be replaced but I would be sent a leg and hardware. I am still waiting on the leg and hardware. I am highly dissatisfied by the quality and service that Ashley Furniture has shown me and my family. I would never recommend that anyone purchase anything from them.

I talked to the manager at Canton store and he said he can do nothing about the delivery and all what he can do is to call customer service. They treated me nicely and could do nothing to get me the goods delivered. I received a call from Ashley on 1st April 2017 saying they are still waiting on a confirmation for delivery date from their manufacturer. Will it ever arrive?

The sleeper was delivered on 16 Mar 2017. I called back to the store on 30 Mar 2017 to find out why we had not yet received a credit for the tables. I was told 4 different stories by 4 different sales reps about why we were not getting credited for the tables. This is unacceptable service and bad for business. How can a cocktail table and an end table be price matched the same? What they did was charge us another delivery fee and then simply told us that they priced matched due to a promotion on the cocktail table but not the end tables. Although the promotion was originally for the end tables. I will never shop here again because they do not honor their customers or their business.

When the furniture was delivered, the ottoman didn't have any legs, we had to wait for those. We bought the furniture from Al's Furniture in Ironwood, MI. We've only had the furniture for about 4 months. For what we paid, I could have bought better second-hand furniture that would probably be better quality. If I could, I would return it, get my money back and buy better quality furniture.

Finally the parts are ordered & shipped out. It takes almost two months for the parts to come in. Mind you I was told to call back to schedule an appt for a tech to once again come out & replace the damaged parts once they came in! I have yet to have that taken care of! I have been trying to call for weeks & no one answers the 702-643-9500 number. I'm waiting almost 45 min at times & I hang up & re-try again. The sectional was over 4 grand! I am so upset & disappointed & dissatisfied with Ashley Furniture. I will never patronize this awful company or recommend them to anyone. Don't ever go here. They are the most horrible! The workmanship, quality, customer service are the worst.

So after 6 weeks of going back and forth with warranty company and Ashley customer service I was told by customer service manager that they could not help us!! My question was if the warranty did not cover this then why did they come out and (Try) to fix it the 1st time?? Needless to say Ashley has lost a good customer!!! Reading all the reviews I wish I would have read them before we made the purchase with them. Former Ashley customer!

I contacted the manager at the store who stated she would review the issue and get back to me. Here is the kicker... I have a family member who purchased the exact same sectional, from the same store and had the exact same issue. My family member contacted the store and received all new cushions... no questions asked. When I contacted the store manager she said she saw that my family member had the same issue and received new cushions and was confused as to why I wasn't offered new cushions as well. She agreed to contact the powers that be and present them with the photos of my damaged sectional cushions, and the case study from my family member who had their cushions replaced.

On February 14th, 2017 (nearly 2 weeks after I reported the issue) I finally received this email from the manager: "**, I spoke to ** on Friday and then another agent from GRT contacted me on Saturday. I am putting in a formal request to our customer service for them to take a look at your claim. They will have pictures from ** and the ones you sent to me also with the request. I also gave them your sister’s info so they could compare the issues. I should know something by Friday. Thanks" 1 month later, after 8 unreturned phone calls and 4 unanswered emails to the manager, I contacted the 800 number for Ashley Furniture Homestore and spoke to an agent who once again stated the issues are normal wear and tear and they would not fix the cushions, nor would my extended warranty cover them.

I asked to speak to a manager. He was extremely rude. He told me his agents had already reviewed my case and determined it would not be fixed. I asked him to review my case and offered to email him my photos (which show obvious product defects); however, he said he did not need to see them. He refused to provide me with a list of items that would be covered under the warranty. When I asked to speak to his manager he told me his managers name was Mark; however, I would not be allowed to speak to him. I asked him for an email for Mark and he said that I was not allowed to speak or contact him under any circumstances.

On March 13th, 2017 (nearly a month of trying to get anyone to assist me) I called the store and finally got an assistant manager at the store to communicate with me via email (**). He was very helpful. He stated he would forward my emails to ** and Mark and have someone reach out to me that day. That never happened. On March 15th, 2017, I emailed ** again to say no one had contacted me. He apologized and said he would contact them that day and have them call me. That never happened.

I am left with a business who sold me merchandise that has obvious manufacturer defects. An extended warranty that won't cover the damages. A store manager who refuses to call or respond to my texts. An example, identical in nature, wherein Ashley Furniture Homestore replaced the cushions, a customer service hotline that refuses to even review the case or allow me to speak to a manager. Essentially, I have been road blocked with no other option but to file a complaint and begin litigation if necessary. The issue should be very easy to resolve. The cushions appear to have zippered covers. It can't cost that much for the manufacturer to send new cushion covers.

The manager comes over and gives me an even higher price with the discount. I am confused. I keep getting all these prices. I just want to buy a sofa. Then he says "well just get credit or put it on a credit card, if you can't afford it you can't buy it" and walks away. I was so upset. I have cash on hand. All I want is a sofa. I did not come to beg or be disrespected all I want is a price to my sofa, that is all. Worse people ever. Don't waste your time. So I walked away and the sales rep says "Wait. How much do you WANT to pay for it?" Are you kidding me?

I had to call another number and the person there told me that I was going to receive a call from an automated service. When she said that I asked if I could have the tech come on Sunday or Monday, and she said "No". I told her those are my days off, and she said those days they don't work either...really? Anyway, I managed to have my daughter home to wait for the tech and now that he came, he is just going to fix the bench stitches but the Ottoman will stay as it is since nothing is broken, just sinking because the materials on their furniture are just cheap quality and they won't do anything about it. Then I told him that the guys that came to assemble the furniture left some screws kind of loose and he tells me..."Well, that is not included on the insurance but I will tighten them up as a favor." Really? Anyway, my advice is. If you are looking for furniture, don't look here. Totally disappointed and angry at their customer service and quality.

After numerous attempts and messages left my husband finally got a hold of someone. After 30 mins of my husband explaining the situation the corporate assured him a check of $125 would be issued and that it can take up to a month to receive. It has been a few months and of course the check has not arrived. Again we tried to call and left messages but no reply back. I'm exhausted and can't believe I spent over 5K to their company and they treat their customers like this. Stay away from Ashley Furniture! They can't take responsibility over their mistake!

I was so excited to show off my furniture when hosting events that it HUMILIATED us when it began to fall apart. I attempted to use the warranty that we had been told was 'perfect' for situations such as this and was told that the warranty does not cover this issue. I was told that the warranty basically covered stains and cuts... STAINS... On leather!! A stain on leather is something I could easily wipe away but I can't WIPE away the fact that my brand new expensive leather sectional looks as if I bought it at Jolly R---l Furniture. I think we'll find somewhere a little more loyal to their customers in the future. Someone whose QUALITY matches the pricing and expectations.

I specifically made the purchase on Black Friday to save money and I was now being told that I had to downgrade or wait two months. My only choice was to wait. They did offer to refund my money, but I could not find a good deal at that time of the year. I received half of my items in mid-Feb. I was told that my remaining items would be delivered on March 14th. I called every week to ensure this was accurate. A week before delivery I called and spoke to a front desk manager who confirmed my address and date of delivery. The next day I receive a call that stated they needed to verify my address. I called in once again and gave them my address. On the 11th I received an automated call stating that I need to confirm delivery for the 14th. I called and confirmed and was told that my items would be delivered between 12:30 pm and 5:30 pm.

On the morning of the 13th I realize I received the same call from the automated service. I called, waited for the store to open and called first thing. The front desk manager advised me that my items were not being delivered because I did not confirm delivery. You can imagine my frustration. I explained my situation and asked that they speak with someone and get the delivery set up. They did not call back after an hour, so I called back. I was told that they should know something soon. I heard nothing and at this point it had been almost five hours. I called back and spoke to yet another front desk manager. She said she would check and call me back. She called back and left me a message stating my items would not be delivered until the 20th.

I called back and asked for the store manager, just to be transferred to my salesperson who just so happened to be the acting store manager. Of course he remembered me and my situation. He stated that my delivery date was changed and he could not get me my items before the 20th. I once again explained the situation and stated that I didn't care who was bringing me my bed, but I had taken the day off and someone needed to bring me my items I purchased almost 5 months earlier. He advised me he would make some calls and call me back. The store is closed and still no call back about my delivery for tomorrow. I have never been more disappointed and frustrated with a company. They do not care about their customers or making things right. It is very sad and very disappointing.

Back to the sofa, the manager David ** came over to me and asked me what was wrong. I told him I was upset that I was charged for the ottoman and that it was taking a long time to have the charge taken off my card, and redoing the paperwork. I had a few tears in my eyes. I wasn't crying, just frustrated. I then asked the manager why I was charged 299 for the protection plan. P did not tell me anything about it. It was automatically added to my bill. I asked Mr. ** if that had to be a part of my plan and he said yes, it was mandatory. I left feeling a little uneasy.

Yesterday, March 10th, I went to the Ashley store around 1:45 p.m asking about the delivery on the curio cabinet which I hadn't heard about. P.G. was at lunch. No one could answer my question so I left. I went home and called customer care and asked about the protection plan for 48 months. She told me it was optional. With this information I decided I was misled and wanted to cancel the entire order. I went back to the Ashley Cordova store and canceled my order at the desk.

I asked to speak to the manager and I was told he was in a conference call. I walked back to where his office is, and looked into the window. I said "You lied to me through the door." He came out of his office and said "You called me a liar. Leave my store now." I said, "Excuse me. I just want to talk about the protection plan you said I had to buy." He held up his hand, said "I can't hear you" over and over. He got on the phone and said he was calling the police. I said "Go ahead and call them. They won't do anything." He said "Leave, leave, leave my store." I called him an ** and started walking to the front door. He told me not to leave now, the police are coming and I would be arrested for verbal abuse. I said "You can't be arrested for that." He said, "You don't know the law do you?" I said not really, he said "Yeah because you have that 'privilege.'" Implying that because I am **.

I said "Okay I'll just stand here.” I told him he was a horrible manager and he looked me up and down and said "You need a treadmill, you don't look too good." I said, "Look at you, you are one to talk." He then smiled and said "It would make my day to have the police arrest you. I have two degrees, one in psychology. Where did you go to school?" I asked him why he was doing this? He kept making comments about my weight, my character and asked me if I had taken my meds. Told me something was wrong with me. He said "You know there is something wrong with you don't you. You need to take your meds." He also asked me if I was going to cry again. He also told me he didn't need my money or sale. He said I was no longer a customer and to leave his store.

I felt he was trying to provoke me into hitting him or breaking something so he could call the police. After that I left and walked to my car. He followed me out of the store and got out his personal cellphone and took pictures of my car and of me. All I wanted was some new furniture and instead I was attacked, berated and embarrassed by David **. He attacked me personally and if I acted that way at my job I would be fired. I would like a personal apology from Mr. **, in person (preferred) or a written letter, (not formally typed). I believe he should be held accountable for his actions and fired from his position. No customer deserves to be treated this way. I have already filed a complaint with the BBB and will pursue further action if this isn't resolved.

Finally received a call from Maria at the local store who was pleasant. Still no response from corporate. Called 2 more times. Finally heard from a "regional manager" named Pierce ** who was just as condescending and rude as Craig. Got nowhere and he argued with me for 10 minutes until I had enough and ended the call. I initiated another call to their corporate office and talked to a Kelly in Human Resources. She was pleasant and apologized. But at the end of the day I don't feel that anyone really cared about how this company presents itself to its consumers. This was a horrendous experience for someone just looking to buy furniture and get some service. I had cash in hand and wanted to purchase. I am having a hard time reconciling wanting to give my money to this company due to their service.

The discoloration defects observed on some of the tables were simply colored by the repair man using a sketch pen, which was totally unacceptable. One of the side tables had a large damaged area with what appears to be due to solvent out gassing. The repair man said that the table could not be repaired and most likely will have to be replaced. He further indicated that he will notify appropriate authorities in Ashley to take action. It has been a couple of months since then, and no actions have been taken from your end to either repair or replace damaged furniture that includes expensive chairs.

I feel like I got lemons from the store and that the company is incapable of taking care of their customers. Considering your pathetic response to address my concerns, it appears that your company is involved in unethical business practices. I was influenced by your sales agent at the store to buy the protection insurance plan from GBS Enterprises for such situations. I paid $700 for 5 year protection insurance plan. However, when it came time for you to deliver on your promises you are shying away from your responsibilities. I am not going to buy any furniture from your store again unless you can convince me that you care for your customers.

Days, weeks. Just like that. It feels like they don't want to sell furniture and they don't care about their customers. So, it begs the question: Why are they in business? I've always enjoyed my purchasing experience when shopping for pieces from Ashley. And post flood, all I needed to do was replace some furniture. My local Ashley store, like so many others, also flooded so I went to the next closest. I felt that, as a store that sells furniture, Ashley Furniture Homestore-Gonzales would be only too thrilled to sell furniture. Seems, I was mistaken. Suffice it to say that I ordered my furniture from a different store. They were more than capable of taking my order over the phone (a necessity due to my work hours) and they even managed to return my calls when I left messages for them during peak hours. They get all the stars in my review of them.

Ashley has a unique problem. They actually compete with other online vendors that carry their product line. Talk about a rock and a hard place. The online vendors charge no tax, have free delivery, and have prices $200.00 to $300.00 lower (on the power recliners we were ordering). Of course the HomeStore matched, but could do little about the tax or delivery charges. They should have lost the sale, but they didn't. My sales rep matched the price and that was my only concern. I knew these were the chairs we wanted and knew they would meet our needs. All my Old school requirements were met. Those extra costs were the price of admission. No mistakes. No regrets over color or style, no disappointments. The sales person earned her commission (if there is one).

The Mega Store Showroom. I see all products being sold a new way in the future. Large showrooms featuring MANY vendors and styles. Kept in business by slices from the online distributors, who know how to handle inventory and delivery with a vengeance. Look at Amazon. Large items like furniture, cars, sheds, pools and mattresses could easily show up in a Mega Store Showroom, with only one method of purchase - online. If Ashley quits competing with themselves and concentrates on good products and educated sales staff (like they have now), they could be the greatest online vendor for home accessories (and Ashley's-Mega Store Showrooms).

Our contact with Salesperson Robin ** was informative and rewarding. This first phase of the purchase process has gone very well. We are left with delivery dates and setup along with followup on any problems that might occur. So far, both my wife and I are very impressed. If you absolutely need the lowest price and don't care about the local economy, try out HomeStore and buy online from someone else. Soon the places to test out will disappear and you will have to let others make decisions for you. Like YELP or Facebook. Or maybe that Mega Store Showroom will come along. Good hunting!

Sidebar: It would probably be in Ashley's interest to quote the best internet match, instead of having the customer call them on it. The online store quoted two week delivery. Even Ashley HomeStore couldn't match that. They need to allow their sales reps to AUTOMATICALLY compete with the online vendors and show them what they will find on the internet. Hopefully they will show their (HomeStores) advantage in having the product readily available for review (and discussion) with someone that has experience with the product and can explain the differences in performance. Our time is valuable. Don't waste it figuring out things for yourself, unless you enjoy the frustration of trial and error.

Now for the bozos. Ashley uses a separate delivery company out of New Jersey. This is where things became impossible. Cory Delivery Service, 150 Meadowlands Pkwy., Floor 4, Secaucus, NJ 07094, Phone number (443) 354-5516, who along with Ashley has a D- rating with the BBB, enjoys an anonymity with the people buying the furniture. When they called me to tell me when they were coming they included a list of excuses for why they couldn't deliver. Huh? You haven't been here but you're already giving me excuses? This was unacceptable. Asking for management was pointless. 2 days later I got a call from the manager of Ashley. While apologetic for not being able to make the delivery, the only accord we could reach was a complete refund. Wayfair here I come.

We spent twice as much plus were charged $20.00 more than the black & white written charges AND STILL NO Mattresses... So extremely disappointed in such a mickey mouse operation for what I thought would be a stand up company. Never again. Live & Learn. The name "Ashley" doesn't mean what I expected. Totally Mislead & beyond Disappointed!

In both cases I received an email telling us our 3 hour delivery window which I confirmed. They even give you a link to track the delivery truck and it tells you what stop number you are, and which stop they are currently at. For the sofa delivery, the estimated arrival time kept changing and at one point reached beyond our delivery window, however, it did end up arriving just at the end of our delivery window, so they met their promise. The sofa was correct, exactly what we ordered, no damage, no problems. We were very satisfied.

For our second delivery, the bed, they actually arrived an hour before our delivery window. Luckily, we were home but I could see this as being a problem for some people. Again, all the pieces were correct, nothing was damaged, setup was quick and done properly and I've had no complaints. Now the only outstanding concern is the quality of the furniture and how long it will hold up. We knew going into it that Ashley was very inexpensive and therefore probably not the most well made furniture. We will be happy if these pieces hold up for 5 years or more.

After I had made my purchase in store, I went online and immediately felt a rush of anxiety over the 91% 1 star reviews and horror stories people have shared about Ashley Furniture. I was so nervous and just expected that things were going to go wrong. Maybe I got lucky, but I am here to tell you that there is hope. They don't screw up ALL the time. I will see how this furniture holds up and I may even consider them in the future.

I had also purchased the extended protection plan. I called "Montage" to have them come clean it. They said the stains had been on too long and they wouldn't honor the warranty. I paid 2,500.00 for this sectional and it is embarrassing and humiliating to have someone talk to you like a lowlife unclean person. It was totally unprofessional! I will have it professional cleaned and I will be taking it back with the receipt for cleaning and they will repair or I will be contacting a lawyer for small claims court.

Drum roll...Wait for it...they ordered/brought wrong ottoman. Ok so I call and ask when will we get correct ottoman and this is what I'm told "We have one in back but that's for someone else". Had to drive there in person to get refund. Please look up reviews on couches from Ashley.com before you buy. The sectional I bought for $1,800 had 100 horrible reviews out of 109. Don't support companies that treat consumers bad. I like to see the humor in everything in life, so when I look back on the sales person telling us that Ashley meticulous goes over every piece of furniture to avoid sending out damaged furniture or mistakes I laugh cause clearly that's a joke.

Ashely unilaterally determined it was "damaged by consumer" only by looking at the photo I sent to them. They don't even bother to send someone to take a look. There seems to be no glue between the veneer and the wooden panel. I can feel a big space between the wooden panel and the veneer. It was manufactured with DEFECT. Ashley knew about it but decided to ignore the issue and ignore any customer complaint because everything is customers' own fault, so any issue just has nothing to do with Ashley. Very disappointed about the irresponsible way Ashley chose to handle customer complaints.

Approximately a week later, I received a porch full of parts delivered. I called Customer Care and was told that a repair guy would be coming out. In the meantime, I noticed several places on the furniture that was ripped, punctured and the stitching was coming out. When the repair man showed up, he examined the furniture and his recommendation was to not repair, but exchange the furniture. He indicated that Customer Care would receive his report that evening. I waited approximately 2 weeks and then called Customer Care. I was told that they have not yet received the report and was told that it takes a while and that someone would be calling me. I deciding that I would give them ample time and I waited until after the holidays.

The first week in January I called and asked what the status was. She first indicated that they had nothing on my claim, put me on hold and then said that apparently they switched repair companies and everything has been delayed. She would have to call me back. Waited and waited to not receive a call back. I finally called and asked to speak to a manager and was told that one was not available, but one would be calling me back. Lo and behold, I received a call that evening and was told that they would exchange the furniture. I explained that since I have had this furniture in my home since October and it was falling apart, that I did not want to replace it with the same stuff. She indicated that I had no choice!!!

The next day I went to the store and explained this whole story TWO more times and they all agreed that I could pick something else out especially since most likely it would cost more. The Regional Manager approved this transaction which was double the price of the original purchase and I left there a satisfied customer. Delivery for the new furniture was for February 15th. My husband left work to meet the delivery guy. He came into our home and said "what color furniture are you supposed to be getting?" My husband replied "gray". He said "the furniture I have for you is as brown as me"! He took my husband down to his truck, removed a cushion and showed him that it was brown. My husband asked the delivery guy to take all of the boxes and packages of parts that have been in my garage since October and he refused.

My husband rejected the order and then called Customer Care. They were insistent that it was the correct furniture. The furniture we choose only comes in METAL not BROWN. I received a call yesterday from Customer Care and they were wanting to confirm a delivery date of February 22nd. I explained that I could not confirm this until I knew what had went wrong the day before. She still was insisting that the furniture on the truck was correct. She said she couldn't tell me what happened until I confirmed delivery. I said "please have a manager call me" and she said no and HUNG UP.

After several calls/texts which included our Salesman Nick - who was just worried about his commission confirmed that the furniture was cross tagged. When I got home from work I called Corporate Consumer Affairs and spoke to a woman named Tammy who listened to my story and said that she could not help me but would email someone that could. My husband is confirming delivery today as we are totally exhausted/disgusted and extremely dissatisfied with Ashley Furniture and will never shop there again. Two days later and I still haven't heard back. After reading all of the reviews, how is this company still in business???

Ashley Furniture sent an inspector to my home and measured the depression. The inspector measured the depression and told me that the depression was only 11/4" deep and for the mattress to meet Sealy company requirements to be replaced the depression would have to be 11/2" deep. I continued to use the mattress in the guest room and over the Christmas holidays my daughter came with her husband and slept in the guest room. During this time my daughter told me that the depression in the mattress was really quite big. I had an inspector from Ashley Furniture come to my home again in February of 2017. The inspector measured the depression and told me that the depression measured to be 2" deep and that Ashley Furniture would contact me in five days.

I did not hear from Ashley Furniture so I called them and I was told that Ashley Furniture would not accept the condition of the mattress for warranty purposes because the bed frame does not have a center support on the three cross supporting boards. Only the center support cross supporting board has a center support. That Sealy mattress company requires that all the cross supporting boards have a center support boards.

The bed frame is brand new and I purchased it from Mathis Brothers Furniture just prior to purchasing the mattress. I have never had a bed frame that has had a center support boards on the cross supporting boards and I have never had a problem with any other mattresses having a depression in any other mattresses I have owned. The box spring that I purchased with the Sealy mattress does not have any defect so I don't know what the cross supporting boards would have to do with the mattress having a depression in it.

Not only will they order me the slats, I have to call them with a serial number first and it takes TWO WEEKS to come in from the manufacturer and then an appointment for someone to come replace them. So for two weeks we will be sleeping on the floor on our mattress, and no one seems to care at all. This is the worst case of customer service I have ever seen and I will NEVER purchase anything from this company again. I strongly suggest you all don't either.

They finally arrived one hour and a half after my delivery time frame. So they arrive at 7:30pm. The delivery guy came with 2 of his helpers who were his family (young boys). At this point I'M furious because no one called to inform me the customer that they were running late. That's the 1st mistake. Then the guy has his helpers start bringing up pieces (they were speaking Spanish so I wasn't understanding everything) but from what I notice the boys brought up everything and the guy yelled at them to take everything back down in their truck until he tells them to bring it piece by piece. They scratched and digged my walls which Ashley is not going to fix first off.

From here the guy kept rushing to put the pieces together then tells his helpers to bring up more pieces as he kept rushing to put everything together. I notice once my kid bedroom set was put together (the bookcase bed) a piece was missing. I mentioned it to him he said, "Don't worry we have it." He needs to hurry and put everything together and take pictures so he can get paid for this job!!!

Now that's not a customer's problem. In fact customers should get treated correctly because there's so many other stores we can shop with but we choose one specifically for a reason! So they arrived 7:30 and expect to finish by 9:00pm which they had to put together both bedroom sets and my sofa set. Realistically that becomes a rush job!! Then one of my nightstand could not fit in the room so we told him he has to take it back we don't want it. He said he couldn't that I can call the store they will take care of it. I addressed to him that Ashley has a policy on the back of their receipt that says, "If you don't want a piece upon delivery it has to go back with delivery driver." So he didn't want to take it back. So they ended up leaving without leaving the piece I told them about that I was missing and they didn't take back the piece I didn't want!

The next day which is New Year's Day there was no one there on January 2nd they were closed. I had to wait till January 3rd to tell them about my issues and all they keep doing over the phone is putting customers on hold or taking messages where no one actually calls you back. So me and my husband took off from work to go into the store because we didn't hear from anyone including the manager Jerry who helped us when we did our first purchase. Seems like in order for customers to get results you have to go into store 'coz these people must get paid to lounge around and talk and eat.

This is not a good way to treat customers who are bringing in money to your stores so your workers can get paid. This is so extreme I'M so furious so we are in store finally got to speak to the manager in person. He tried his best to handle and fix my issues. I told him about the piece that they didn't take back what is going to be done about it because their dispatch see the pictures and clearly told me that he sees it doesn't fit so there's nothing to lie about. I still wanted to make another purchase because I just moved and I needed some more items from Ashley's. I got a rug and the sofa set. Jerry the manager waived my delivery fee since I had an issue previously. He guaranteed there shouldn't be any issues. He said that I can return the nightstand I had that couldn't fit since I switched it for a chest.

So my delivery date now was January 10, 2017. You would think they would do a better job and make it a better experience but guess what? They were 2 hours late after the time frame they gave me and they didn't call again as the first delivery. When the delivery finally came they said they have no information about taking back a nightstand. Where is the communication with this company's department!! Who was I kidding? I gave them the benefit of doubt thinking everything would work out but I was wrong. Guess what? Up to today which is February 14, 2017 I have not received the piece that was missing for my kid bed set from a delivery on December 31, 2016.

Now they expect you to pay your bill but they don't fulfill their end of deals and it's not right at all. I'M tired of calling and calling and leaving messages when no one is returning my calls. I don't know about other people but if I'M paying for something I expect it to be everything whether it's a big piece or little piece it still matters companies are not going to give anyone things for free. I expect to get everything I paid for. I would suggest to save yourself the trouble and shop somewhere else 'coz it seems like some of Ashley's employees works there for their paycheck. They don't represent their company well enough to handle situations better. There's people that love their job and are willing to help but from what I see this store location they don't give a ** but to make sales and fool customers with their products. My sofa set is becoming ** it's not the quality we expected even down to my bed set.

Last week, we finally decided to splurge on a new bed since we'd had the couch paid off for about 6 months. Our mattress has been causing me pain and it was needed ASAP. The sales guy hovered over us making it extremely awkward for us to be testing mattresses and having any sort of discussion about it. When we agreed to go for the mattress, he didn't even mention that pillows are 25% with the purchase, even though he'd heard us mention we liked them. We asked him about the President's Day "Buy a Mattress, Get a Bed!!" sale sign. "I don't even know... We can ask up front." Of course he didn't ask... I had to after he had her start ringing everything in.

We did end up ordering a frame and we were given an estimated delivery date of 2/17. Perfect! I have people coming to stay and see the house on the 18th! Can't wait to show off my new bed set! Had to call today to ask why we haven't been contacted with a delivery date and were told the frame wouldn't be in until March. "Backorder," they say! After reading reviews here, is anything ever NOT on backorder? WTF. We have a queen right now and upgraded to king...

I guess we'll just sleep on the floor for a month like animals since we'll have no frame. I could order the same damn thing on Wayfair right now and have it next week. Ohh, they'll put a rush on it, they say. "Hopefully next week!" they say. Give me a break. "It's built here!" I'm sure. The simple fact that they are able to "waive" and "discount" so many of their little fees and prices here and there to make you feel special tells you how much they overcharge for their mediocre products. This bed set will be the last thing we buy from them. Fool me once, shame on you... Fool me twice...

UPDATED ON 03/09/2017: If I could give it a negative 5 stars I would. After posting my review on Feb 11, 2017 I was contacted by someone from Ashley Furniture. After I provided everything they needed (receipts, pictures etc) they sent me to a store to basically sell me another set of couches. Looking at beyond the attitude I got from their managers, and lack of professionalism, they finally gave me a number. They swear they were giving me a great deal - 60% off the marked up price. Really?!? After going back and forth with the manager they said "this is the best we can do for you" - I walked out. They were selling me another set of couches for almost $1000.00 more than what I paid for the first time! The manager would have known that if he actually took the time to read my receipt when I showed it to him. Unbelievable...

I did a search while I was in the store, I can purchase the same set of couches through a third party vendor online for a lot LESS than the "discounted" price they offered me. What a RIP OFF! Never again will I deal with this company. Ashley Furniture, if you continue to do business like this, you're going to fail. Change the way you're doing business, it is unethical! You do not stand behind your products like you mention in your commercials. You are not the only furniture store in this country. If you're an employee of Ashley's and you're reading this, start looking for a new job.

We received a call yesterday stating that the headboard was not in stock and the delivery would not be coming. I called to clarify and their corporate office said that they could not be held to the date since it was an automated message and not a person calling. When I was drawn into a back and forth argument about how it was an individual and not automated that we spoke to. Which yet again the back and forth argument was around 6-7 times which lasted for 5-6 minutes. Now we also corrected them TWICE in the last week about our township. They had the wrong town for delivery so our furniture would have been delivered 80 miles away. And god only knows how long to correct it and another day to weeks delay for delivery.

I then asked for the person I was speaking to supervisor. I then spoke to the manager. He tried saying the same exact thing as the previous person did. Then he said he would call the distribution center to clarify. And would call me in an hour. I HAD TO CALL HIM BACK. Because I never received a return call. I then was given the runaround about how now I would have to wait till THE END OF MARCH. For my bedroom set that I ordered in the beginning of January.

Then they offered to give a loaner headboard or choose a different set. So a loaner would require one day off for that delivery AS well as ANOTHER DAY OFF for the actual headboard delivery. And as to picking another set - that is bait and switch. What if the other set is more expensive? What if it's not the same quality. This feels like that. We bought during their deal of 0% interest for 36 months with equal payments, free delivery and set up as well as 5 year warranty. WOULD we receive that as well as an exact equal percentage amount of a discount we received on this set as part of their blowout sale. Example of -46% off.

I then told him that since I was lied to and that we took the day off I would be billing them for our time we were missing from our jobs in lost wages. Oh all of a sudden he will see what can be done... which was still NOTHING. How is this acceptable to have cop-out after cop-out Iike weasels and how is it acceptable to lie and then wait an extra 2 months. Ridiculous and reflects on the hq as well as corporate in Tri-State.

I settled on a sectional by Lugoro because it was the right color for me and it seated more people. In the initial conversation about the sectional I asked if the $2349.99 visible price tag was for all of the pieces shown there in the floor model. I was told it did include all floor model pieces by ** and he also checked with another sales rep and she (I think her name was **) also confirmed that the price was for all of the pieces. My niece heard the same thing. We also discussed matching pillows that showed a price of $49.99 per pillow. I expressed that I wanted to purchase the sectional and 2 pillows.

Next we went to one of the desks containing a computer in order to get necessary information needed in order to purchase the sectional and two pillows. Afterwards, we proceeded to the cashier's desk to finish the process. One of the reps was present through most of the process. She validated what I was purchasing. Eventually the cashier quoted a price of $4980.12! I was shocked at the quote and asked her what was the price of the sectional. The salesperson standing there answered by saying the sectional was $3500. I stated that I thought I had been told by them that $2349.99 was the price for the sectional. She stated that there were additional pieces there and there was another price tag on the other side of the furniture to include the additional pieces. I stated that is not what I was told by them and they never showed me another price tag.

I reiterated that I did still want the sectional regardless of the miscommunication. ** was there at the desk at that time and marked off the sectional pieces and wrote a price of $3599.99 on the invoice in green ink. He also drew a diagram of how the sectional pieces would look after connecting them together. The woman sales person looked over what the cashier had calculated on the invoice and had her to correct an additional $399.99 for a 5 year correction plan that had been added to the invoice and asked to add 1 pillow to the invoice because she had charged me for 1 pillow instead of 2 pillows. The cashier made the corrections and put a copy of the invoice and protection plan in an envelope and gave it to me. We also discussed a delivery date. We left the store at about 12:45am.

The next day (2/4/17), I took out the paper work and looked it over. I discovered that I was not given the revised invoice, I was given the original one that needed correcting. I also questioned the $239.99 delivery charge. I phoned the store and spoke to ** who had been the cashier from the previous day. I reminded her of who I was and told her that I was not given the revised invoice. I also asked how were delivery prices determined. She said it depended on the number of shipped pieces of furniture. She said she would forward me the revised invoice via email in about 15 minutes. I thanked her and ended the conversation.

It is as follows: I was charged $89.97 for each couch pillow instead of the $49.99 on the price tag of the pillow in the store. We (me, my niece and **) also discussed the $49.99 price of the pillow.

I was also deeply disturbed when I learned that my niece (who was there with me that night) like the sectional so much that she called and had the store to text her a quote of the same sectional & number of pieces to share with her husband. The store did send the quote and to our surprise, I had been charged $100 more for both the protection plan and the delivery cost. I blacked out the identity of my niece in this email but I do have the original quote. This occurrence with your store has brought about great anguish and discuss as it relates to how Ashley furniture does business. I have purchased furniture from your franchise in the past and never experienced what I experienced at this store. Your prompt attention to this matter is greatly appreciated.

PS - I went back to the Ashley store tonight to cancel my order. I shared my concerns with **, the store manager. She admitted that the price of the pillows was not the right price. She offered to correct the matter by giving me the price for the pillows for the original sale price of $49.99. I also spoke to her about giving me one price for the sectional before I agreed to purchase it and charging me a higher price when I checked out. She said she showed my niece the $3599.00 price tag and explained to her that that price covered all pieces. She never approached my niece when we were discussing the sectional. My niece contends that ** never showed her a price tag displaying $3599.00 for the sectional. The larger question for me is why would she show the price to my niece when I was clearly the one purchasing the sectional.

I also shared my disappointment with the price of the protection plan and delivery fees. ** stated that those prices are based on the amount of money you spend for your furniture. In other words, the more money you spend the more you pay for delivery and for a protection plan. That sounds a lot like penalizing the consumer for spending higher amounts of money at your franchise. ** also offered to take $100 off of the protection plan and $100 off of the delivery charge. I declined her offer. She then charged me $400 to cancel the order. I asked her to put the fee on my Ashley card and she told me she could not do that because I was canceling my furniture order. I wrote a check for the $400.

Even though the manager expressed wanting to make things right, she saw fit to charge me $400 to cancel the order. Personally, I feel that the Ashley employees tried to take advantage of me because they viewed me as an senior citizen who probably didn't know any better. They saw that my limit was $5500 and decided that they wanted me to spend as much of the $5500 as possible. How sad and pathetic! :(

How ridiculous and if you see the back on the sofa where each button is, it's so wrinkled up as if the fabric got stretched and that is extra fabric. I was better off buying for the same amount from Costco where I can fully return them with no questions. NEVER again. And will make sure everyone I know not to buy from Ashley again.

I then talked to a manager at the store I had shopped at who promised he would talk to his gm and get it taken care of. When the day before my next delivery date rolled around, I still hadn't gotten a delivery window so I called and they said there was no note about taking care of the delivery fee. When I talked to the store manager again he told me there was nothing he could do and I had to go through customer service. Because I did not like the feeling of beating my head against a wall, I returned the last item as to not have to work with their so-called (to quote our president) customer service department ever again. I think there is a right way this situation could have been handled, but once they have your money, they treat you like poo.

I will not be doing business with this store and will advise everyone I know to do the same. Shame to take your money and not deliver on service or product. You should not have to air a brand new mattress out to sleep on it. I was told that the store has been taken over by Ashley Corporate Office, well it is has not better customer service. Going downhill. I wished I had gone to RC Willey or La-Z-Boy Furniture as I will not be shopping Ashley Stores. Store on MLK, Las Vegas, NV.

It took over four months to get my store credit back and then they give me less than 30 days to buy something with the credit. Of course, when they gave me my store credit they waited until after all of the holiday sales were over to make more money. Ashley's furniture needs to make this right. They have millions of reviews that have dissatisfied customers with the exact same experiences. Do not buy from this furniture store, they are a ripoff and do not care about the people they are selling the poor quality furniture to. I am also now responsible for hauling off the couches that are falling apart. They will not take them and remove them, now I have to pay for the dumping fee and for someone to remove my couches. I am very dissatisfied and extremely upset that Ashley's furniture is not working with their customers and doing the right thing.

Original Review: Jan. 28, 2017

Purchased 5-9-2015 2 piece Leather recliner/ chaise. TOTAL GARBAGE... It's plastic and what they say is leather De-laminates. Purchased extended 5 year warranty with Guardsman, which was a further JOKE, DENIED for no reason. Filed claim with Illinois Attorney General's Office... TOTAL RIPOFF...

I called corporate myself and couldn't get through, so I called the store manager here and he said he would have them get a hold of me and this was Wed of that week. Still didn't hear from anyone for a week. They called me early in the morning a week later and left a message. I called them back same day a couple hours later and the individual was at lunch and would call me back. Still haven't heard from them and so I called 2 days later and the individual who I needed to speak to was in a meeting. Only one time since I gave them my money have I heard from them and that was a message. Not once have I received a call stating that my furniture was on back order/late, an apology, or a way to resolve issue. So the way that I see it, they stole over $4000.00 of my money.

Instead of replacing that section of the frame or just replacing the middle section as per our protection plan, he ended up rigging up the frame "up to manufacture standards." We were told by customer service that this is how they fix the problems, unless it continues breaking. I'm sorry, but if I am paying for a $3,000.00 furniture, and it breaks within the first 90 days, and this is how they fix it, then I will never do business with this company again.

I want the rest of possible customers to see this in the event they too are going to spend their hard earned money on cheap material and false protection plan. Forget trying to talk to customer service, I had tried to call them twice about this and my wife also tried, and they were not only rude, but uncooperative on trying to resolve this. Apparently this is the kind of business the Waneks are producing.

The next day the delivery guy came to install the Mirror and drill holes through the Mirror trying to install it. They sent out a service technician that made it worse. Call to speak with several people in the customer service department about getting the items replaced. That was in November today is now January 24, 2017. I just received the replacement nightstand. It is still waiting on a response for the Mirror and the headboard. With the prices they charge for furniture the quality is very low and the customer care response is awful. I will never buy another item from Ashley Furniture.

I called the warehouse and they tell me it hasn't even been made yet!!! WHAT!! SO where is this piece of furniture that had been supposedly been made and out there somewhere since Nov.!! I call Ashley and they advise me to call customer care. BIG mistake. They offered nothing. Said, "How can we deliver something we don't have!" Well, duh!!! That's the problem!!! I don't care figure it out. I asked for some compensation as I have now lost 4 days of pay as I don't get vacation pay. I have missed 4 days of work. I'm lucky my employer is very understanding. Some are not! Now my new ship date is Jan. 31st! I do not trust Ashley, I will never do business with them again and I would advise others not to waste their time! I'd bet money they're going to screw this next delivery up again!

I am honestly embarrassed when we have friends and family over and they see our table. It's not like we bought a $100 table from Walmart. This table was almost $1000. I cannot believe that this is the type of product they can get away with selling for $1000. We won't shop at Ashley Furniture again and we definitely won't be recommending Ashley Furniture to family and friends (after seeing our table I don't think they would shop there now anyways).

I spoke to customer service and they said they will follow up and reply... Nobody called me. Again I called store to check and they have given another Dec 25th and on that day again it is partial delivery of missing piece of couch and dresser/mirror. Bed is not delivered and again I called store and same again told it will be Jan 21st. I got the message to confirm and nobody called me on 21st and I called to check the status. Got to know that it has moved to Feb 18th. I really felt Ashely being using customers as jokers and playing with them. I didn't expect such a process flaws in big corporate companies. Nobody informs the status and not even people has courtesy and the pain I went through if you're really want to show good corporate ethics.

I'm a business man (retired), having developed residential homes including many furnished show homes. My experience with furniture & reasonable expected wear & tear is not insignificant. Shame on you Ashley for selling product with what I know is defective material & turning your back on your customer! Appears the obvious outcome is we pay for the issue & get the opportunity to tell our story to the people we come in contact with & tell them spend your hard earned dollars elsewhere.

Anyway when I was growing up you would get the dresser with mirror, 2 night stand, second dresser mattresses and that made the bedroom set. Who has one night stand and no second dresser? Ashley that's who. And the funny thing is that when you walk in there they have the second dresser and the second night stand in the display. They fool people. All I have to say to anybody who goes to Ashley is Sucker cause I got suckered.

I have attempted to call the store where I purchased at Burbank IL location and talk to the store manager more than 10 times and never receive a call back from the manager there. They tell me his name is Daniel, but from the looks of it they are probably making up a name up. What a joke of a store and representatives there. It has been over 3 weeks and still my order is not correct. Does anyone at Ashley furniture corporation even care about their image? I spent a good amount of money at the store, over $5,000 and to have this happen to my family and I, it really is bad. You guys are quick to take my money but not to deliver what is promised.

Today, Ashley furniture emailed me... stating -since each Ashley dealer is independently owned and operated, they create and implement their own policies regarding consumer sales, warranties, returns, deliveries, cancellations, replace, acceptable forms of payment and exchanges. Please contact the store for your options. I am sure that Ashley Furniture has a contract with each independently owned company they do business with - part of the marketing and sales for their furniture is their WARRANTY. If the companies they choose to sell their furniture does not honor the warranty then ASHLEY has an obligation to the consumer. I have reported this to the Better Business Bureau. I do not recommend purchasing anything made by, or from an Ashley store. Claim number Ashley gave me was **. 1StopBedrooms told me today that they did not have any record of that number and wanted me to give them the phone number that I called... really?