Ashley Furniture Reviews

While she was gone I looked on my smart phone for the pillow I had chose and lo and behold they it was the 1st option on the search. It came in king size and was also hold on 60$ cheaper, so we changed our mind on the pillows got them elsewhere. On the bench we went to purchase it. Well that model was discontinued and the only one left anywhere was the floor model right here. OK the manager marked it to 60 percent and we agreed on that. The saleslady went to created a sales invoice and the computer would not accept her info. The manager come over, logged in and lo and behold found out that this unit was already sold about a week ago and was supposed to be delivered already.

After that moment the saleslady and the manager just walked away left us standing there. No response from them at all like "We can help you pick another" or anything. So after wasting 2 hours of our lives in this horrible, overpriced, unorganized place we left never to return again. I hope this review discourages someone from not going to this place for anything!

I had to refuse the table and one of the chairs. I was told that I would receive a call back on Friday which I did not. My table and chairs finally came yesterday and I was told to call about my refund. The woman on the phone (Annie) told me she would give me $20 in a gift card to Ashley Furniture. When I asked to speak to a supervisor she refused. Apparently all of their mistakes was only worth $20 to them which they refused to put back on my card. I would never use them again, which sucks for them since I have a 5 bedroom house to furnish. Terrible experience, WOULD NOT RECOMMEND!!!

I cancelled, and will never buy from Ashley again. (Also, if they ask you to write a review for their site, don't bother, as if you mention 'shipping' they won't publish it. Nice loophole, and cowardly way to pass the buck!) Finally: The $59. 00 fee they charge for shipping many items CANNOT be changed to free curbside, so I imagine this shipping problem is rampant!!

We told that guy to take all the furniture back. But he said he could not because the other truck that had delivered it, had left. And they took off without the furniture. Now I am even more pissed. Our dining room table that was delivered was scratch and 2 of the 6 chairs were uneven. One of the idiots told us our floor was uneven, which was a fabrication and untrue. It is a new home, and there was a builder rep there to oversee any issues we had. We said to the worker "why are four chairs OK and these 2 have an issue?" He did not have an answer for me. What an ** this guy was! Now our bed that we ordered months back was not delivered. They said it was on back order. More pissed!!! We ordered something months ago and no bed? Really Ashley!!!

The workers left our new mattress on the floor with the Bunkie board smashing our new carpet. WTF are you doing Ashley. We should have went to Living Spaces. At least we would have had something delivered correctly. Here we are. Let us itemize what we have after an Ashley delivery. 1 mattress and Bunkie board left on the floor. A spit on media chest that they had left and we did not want. A scratched dining room table and 2 uneven chairs. But, we kept the sofa. Think about this one folks. Do you want to go through this? Go elsewhere. There was nothing good about Ashley Furniture. **! SO unprofessional!

Oh I forgot. We called the corporate office and they said they would replace it and that they would deliver it on Saturday. It never happened. I was to get a call within the next day. 2 days later I get a call and they told me the delivery date has been pushed back by one week. Product **! Customer service **. Delivery **. No exaggeration!!!

Now to the furniture itself. Nothing like what we selected in the store, the cushions were not as firm and the seating itself was not as sturdy. We have large gatherings a few times a year and we wanted comfortable, sturdy seating for all. Not what we received. The sofa started creaking Memorial weekend, Fourth of July was worse. Labor Day the sofa seemed to sink according to our guests and Christmas the bottom fell out of the sofa. So embarrassing! Scheduled a repair since the furniture was still under warranty. We took a look at the inside construction. What a shock!!! It is put together with thin staples, the front-to-back support boards were not all attached from factory, and the ones that were had come loose. The repair person even commented on the poor construction.

So when I started filling out the credit app I asked him about the 4yrs he tells me I get 1yr interest free not 4 but he just finish telling my husband that it was 4. I told him if my husband was there alone he would've got him but not while I was there. The day of delivery my husband calls me and ask me, "Are we suppose to get the electric recliner?" and I said, "Yes." He tells me we received the manual one. I told him call the sales rep Christopher **. This ** told my husband that he told us that we would get the manual one because they couldn't break down the electric one to come through the door. He was lying.

We didn't even know that it came in manual. The floor model was electric that was one of the things we liked. When I get home I immediately call the store to speak to a manager. She tells me that he charge me for the manual but she is going to change it for the electric one. To my surprise the electric one was broken down and through the door. Mrs. ** thought he was going to get away with it but when my money is involve no one takes me for a fool.

I spent $3,300.00 on this sectional and it looks like I ordered all the pieces at different times. We've spent a week trying to resolve this with their "customer NO care" service, speaking with 4 different representatives until a manager decided to order more leather in an attempt to make us happy. Trust me, unless they can make each piece look like it was manufactured at the same time, I won't be happy. Of course no mention of restitution for my damaged floor. How they can think that having a sofa that looks this bad is acceptable is beyond me. Ashley makes horrible furniture that they do not stand behind. After reading all these horrible reviews, I'm surprised there's never been a class action lawsuit against them. DON'T BUY ASHLEY FURNITURE.

The delivery department, specifically, is horrible, and have a terrible policy where they will only tell you the day before a delivery is coming what the "4-hour window" will be. Living in apartments where you need to schedule freight elevators well in advance, this "day before" policy makes it completely unfeasible to use this service. God forbid you have a job where you can't easily leave with less than 24-hours notice to wait for a delivery that might not come. Now, we are at the point where we can't get Ashley to work with us on getting our couches delivered, nor will Ashley assist us in getting the couch delivered to the Falls Church store we purchased it from so we can just pick it up ourselves.

Our next step will be getting the Better Business Bureau involved to try and get our kidnapped furniture released. Save yourself the headache and pain and just go with a company that has the slightest idea how to run a business or deal with customers. I wish we had Googled Ashley Furniture before wasting our time with this company.

I told the manager - The sales person told me that FOUR people called out that day, so maybe that's why she forgot. We finally got past that and the manager said I would have to do a 3 year financing instead of 5. I said okay. I went into the office to redo paperwork and asked the front desk lady about my bed. She said it would be ready 11/28. I told her that I didn't want it if it's going to be back ordered. She said, "no it will be ready on that date." My order was delivered on 12/10 around 6:45 pm. Who delivers furniture to someone's home that late. The driver contacted me and asked rudely, Did I have all my furniture moved out the way. The driver arrived and I asked "do you have scrubbers for your shoes because this is a new construction home." He stated; NO - that they all use scrubbers when it's wet outside. Rudely, he said, "this is only going to take 10 minutes." He brought the Damacio living room set in.

Immediately, I noticed that it was missing cushion, material was wrinkled badly and sagging. I told him, "this doesn't look right." He told me that a technician would come out and fix it. I told him that the store had told me that I need to refuse it, if there's something wrong. The end tables did not match and the chairs were rocky; not stable at all. You could see the chair leg up from the floor. He said, that he could not take it back unless something was physically damaged. I told him I would call the store. The driver left. The store said that I need to contact customer service and I did. They were closed! Did she not know that? I spoke with the Manager Sherry and she stated to contact customer service and that my bed wouldn't be ready until February. She blame it on the warehouse about the change of dates. Called customer service and they said they would do an exchange. I said, "will this be prevented again." She stated that this have happened before.

The following week, I got a bill from the bank that had furniture listed on there that I do not have in my possession and billing me for furniture that I refused. I called the bank. They said that they didn't have anything to do with that. The rep stated if I don't want to mess my credit up I need to pay the bill regardless of what's going on. I called the store upset and I told them to cancel my exchange and that bed that I don't have. "I do not want to have anything to do with you guys anymore." Of course a manager had to call me back and it was Sherry again.

She was very unapologetic about my experience and stated that she would not return my order. That the furniture is in my house. It did not matter that the driver refused it. She didn't care about the communications issues with the warranties or the bed; which I was told by customer service that the bed wouldn't be ready until March. The only thing she would return is the bed. I told her, "what about the matching dresser and chest I got to go with that bed. I wouldn't have ordered if I would have known." Again, she blame it on the warehouse. Ultimately, she told me to contact customer service about the return of furniture. I spoke with a customer service manager by the name of Teraj and she tried to help with my issue, but she said that it was up to the store and they said no return, only an exchange. UNBELIEVABLE!

I DO NOT RECOMMEND ASHLEY. They are overprice for one. They have no idea of what's going on with their merchandise/warehouse. They send you to customer service for answers when customer service really can't help you. THE FURNITURE IS NOT OF GOOD QUALITY LIKE THEY SAY. 5 YR NO INTEREST IS A SCAM! FIRST TIME AND LAST TIME I WILL GET ANYTHING FROM THEM.

First the the mirror on the curio cabinet was cracked and one of the dining room captain chairs had damage. Now mind you this was in August 2016. We called to find out what going on and they said it was on order. Time passed too long so I went to the service center myself and come to find out the replacement parts were on the shelf just sitting there. I then said to the young man there that "this is not acceptable. I can't go home like that fellas you guys understand right?" So he offered me a $100.00 gift card for their store. What are you going to buy in Ashley Furniture for one hundred dollars.

Anyway I took that home to my wife. Wrong? She came unglued and went back up to the service center and wanted answers. They treated her like she was not intelligent enough to know that she was being played. She asked for a manager. The gentleman she encountered said he was the manager. She said "no I want your boss." Now mind you they did not know who they were talking to. He insisted he was the only boss. Wrong again? She wanted a real boss not a flunky. She wanted answers and she wanted them then. So our review of Ashley Furniture! Do not deal with them because all they are is a big name with a convenient store mentality. Run far away from them and run fast. They don't deserve you hard earned $$$. Best of luck. Don't do it.

Now we are being told it will take 2 to 3 weeks to get parts because they're in Wisconsin. Takes 3 days USPS to get a delivery, why over 2 weeks. Then we get a call and find out the balance of or order will not be here as promised and in fact they may be discontinuing the line. I ask if we could get the two pieces from the floor model and was told it had already sold. What!!! We paid cash and couldn't get it. Ask to speak with manager and still waiting for a call. Wow talk about the worst customer service.

After multiple calls they finally agreed to send some fabric and have someone come out and reupholster it. Again, 3 weeks later when the repair guy came the fabric that was sent was not what he needed to do the job. Since the delivery of my sectional in May, I have been calling Ashley Furniture to get the issue resolved. I requested the defective section of the sectional be replaced. They have refused to replace this and stated the fabric that was sent for the reupholstering was a courtesy. Now, several of my cushions including one cushion on the back of the sectional has started to come unraveled. We purchased an extended warranty for the sectional at the time of pre-order.

After contacting the warranty company, and sending them pictures, they told me that the cushions appeared to be unraveling, therefore Ashley should replace them, as that is a manufacturing defect. The extended warranty does not cover unraveling, only stains, rips or punctures. While on the phone with the warranty company, I asked them to contact Ashley and tell them what they told me. Ashley refused to replace the cushions. This company has an astonishing lack of quality and customer service. I wish I would have read reviews on the organization and their quality before I purchased.

I have been a customer of Ashley's for sometime in the past. Doesn't seem like they cared at all. I'm a cancer patient and needed a comfortable bed to sleep in and now I don't think I will get another restful night's sleep for awhile. Because of their inconsideration I will never shop at Ashley Furniture store again and will let all my friend and family know what happened. I also want to say when I made my payment in Nov. of this year I get a call and when leaving a message they said that my payment was due and needed to make the payment or there would be a late fee when I had already made my payment for Nov.

After filling out the credit app the salesperson directed us to the customer service desk to check out. As the salesperson was explaining our charges he casually mentions the $300.00 "protection plan" that I was required to pay for because the furniture was being financed. I told him I did not appreciate the way he failed to mention this until the very end. He never once told me I would be required to pay an additional $300.00 if financed the furniture through them. He assured me that if anything happened to the furniture or if the mattress sagged at all it would be replaced. I left the store pleased with the furniture I bought but feeling like I had been lied to and forced to pay for a protection plan that I didn't want or need.

The mattress we purchased was an Ashley brand mattress but the salesperson said that it was actually made by Serta and was covered under their "protection plan". After the first night on the mattress we noticed that our heads felt lower than our bodies. We decided to give it a few nights to get used but noticed that there was a definite hump in the center of the mattress. We just could not get comfortable with this hump between us so went back to the store purchased it from and explained the problem to them. The manager directed me to the clerk at the store who sent my information to their corporate office and said someone would be in touch. They ended up sending someone from another company to my home to inspect the mattress. She laid a string across the mattress with a ruler to measure for a depression or sagging in the mattress.

I explained to her that it wasn't sagging but that there was a hump in the middle. She then looked at the mattress and said she could see the hump I was talking about. She even laid on the mattress and said she could feel the hump. She took pictures and went ahead with her normal measuring technique for sagging despite the fact that sagging was not my complaint. She told me that someone would be in touch within five days. Two days later I get a call from an Ashley Furniture "customer service" rep who told me that the measurements taken for my mattress did not fall into their required deviation of 1.5". I explained to them that there was a HUMP in the middle of the mattress and we are miserable. She listened to what I had to say and basically said there was nothing she could do.

I called the manager at the store and explained what happened and he transferred me to the customer service rep at the store who also told me there was nothing she could do. I called the manager back and asked him if he could help me. He said he would make a phone call to their corporate office and would call me back. Of course he never called back. So... I spent almost $5000.00 and am now stuck with a mattress I HATE with a big HUMP in the middle. I am FURIOUS!! Any other store would have exchanged it no questions asked. If you buy a mattress from Ashley you are STUCK with it AND you are FORCED to pay an additional $300.00 for a protection plan that is USELESS!!

Original Review: Dec. 10, 2016

The leather started to flake and frame is broken. The bed mattress is popping springs. Cut my leg open when a spring ripped it open because it was sticking out. Contacted the company where I purchased. Don't care. Contacted the extended warranty company which is still active till 2018 and they also say no can't do anything. Why did I purchase this and the warranty to be ripped off.

I chose the first dinette set Sharon showed me although she made sure I saw everything that was available. She was very thorough in her explanation of the set and delivery process. The dinette set, although small, is a perfect fit for my apartment. Both the table and chairs are heavy and well made. As I was waiting for my order to be processed (by a very nice young man named Scott), Sharon offered me something to drink and we continued to have a wonderful conversation (no pressure to purchase anything else).

After my purchase of the dinette set was complete, I decided to look at sofas. Again, with my budget in mind, Sharon showed me several selections. When I chose the sofa I was interested in, Sharon and I discussed what would work color wise in my living room. She listened as I explained my accent colors and the colors of my kitchen. She was very sweet to my son and joked we were in decorating mode. We finally agreed that a dark grey would be the best choice. I also decided to purchase the matching recliner. I don't like furniture shopping, but thanks to Sharon this was a most enjoyable experience. I would not hesitate to shop again at this Ashley store. The delivery was flawless (although a little late in the day). The delivery men were thoughtful, polite, and very careful with my new furniture. Everything was delivered and set up in perfect condition.

Last week I decided to buy another table set and give them another chance. Not only they took way too long to confirm my order in the store but we set the delivery date and they called me the same day to let me know that they only had the table but the chairs was in back order and that I had to call customer service to see when they was going to have them again. And told me that they could deliver the table and just wait for the chairs. So I call customer service and said that Monday they may have it but wasn't a warranty and that it depended in their supplier!!!

I believe that the moment you place and order and set the day, you shall be able to receive it or at least let you know days before not the same day!!! Also customer service should be more cordial and not that arrogant since their job and this company depends on us the customers!!! Just the same way they expect our money right away they should treat us the same and not play with people timeframes!!!

They promised to get back and never heard from them as we wanted them to replace the set since it had so many issues during the first year itself. The protection plan turned out to be a total waste after what we went thru with the picture attached. We tried to file a claim this year and it was turned down by the protection company (can provide the name if needed) after a 3-4 week review. They mentioned that this peel or crack is not covered by them under the terms and conditions of our protection plan. Since they don't make or manufacture the furniture, they don't stand behind the quality of the furniture or how it holds up. We called to get more clarity and they mentioned that the warranty is one year on this furniture but after they will cover the leather if we tear or cut it with a knife but not a natural peel off. Wow! It was an interesting and a total contradiction to what was told during the time of purchasing the Protection Plan.

It looks so awkward and we made a grave mistake buying from them. We are done with this company and we are now going back to the company we bought furniture in 2003, still no leather peel off and looking strong. Now, I have to spend additional $$ to get this hauled away from our house to get the new furniture delivered. I can't even donate since those companies are not taking damaged furniture. We will try to be more careful with the plan details when we get our furniture next with the earlier company even though we had the furniture in good shape after 10 years. I was not planning to buy any new furniture till 2018 but now am forced to. No choice though.

I bought this product from the Navy Exchange and this is the kind of crap veterans and armed forces are sold... Unbelievable. I wish I could expect Ashley to honor products they stand by and offer compensation for their legitimate defective products but I am realistic. I am only posting to make those aware that if you're thinking of buying an Ashley leather furniture product, DO NOT. The fact that military bases sell almost 80 percent of Ashley products and this has never been addressed is despicable. These days what is safe from scams and deplorable sale tactics, when will companies be held accountable and do the right thing and make right by its customers. Bought this product from Joint Expeditionary base Little Creek, VA.

That was when I was informed they have a "No return, No exchange" policy and that if I didn't like the way it looked I shouldn't have signed for it and claimed ownership. Every delivery I have ever gotten has needed a signature and never have I been told that you cannot return or exchange it because you signed for it. I asked why we were not told that this was a final sale at the time of purchase and her response was "If our salesmen had to inform our customers of all of the fine print at the time of sale they would be there all night." NO RETURNS takes 2 seconds to say but our sales guy didn't have any problems ranting about the extended warranty we had to pay extra for just to shut him up.

I read directly from their website to the woman I spoke with that their return policy online states "You have 72 hours after a Home Delivery to report if an item is delivered damaged, defective or if you are unhappy with it in any way... We will work with you to repair, REPLACE or pick up the item for a RETURN." She went on to tell me that their website that states that policy is a different corporation? Who would ever know that? I will NEVER shop at this store again and you better believe none of my friends or family will either.

After 6 weeks one tech came. I showed him everything. He agreed and told me, "someone will come and fix". Waited 6 weeks again and today when I called they told me, tech submitted report that it is as per manufacturer standards nothing is wrong. I asked for the supervisor. She said the same and I should call Colton branch. I am NOT HAPPY CUSTOMER. After spending $5000, I did not even enjoyed 5 months. Some reasonable and responsible person should take care of this issue.

I called the manager and the manager and someone else came to my home with a pickup truck and picked up the sofa and chair portion, and loaded them onto the pickup truck. After supposedly fixing the sofa and chair they came back with the pickup truck and dropped them off and picked up the loveseat portion. They later returned and dropped it off. A week and a half later the sofa began to sag again. I called and left a message. The manager called within a few days and said there is nothing he can do for me. The frame is broken in two places (which he never told me this when he brought sofas back after supposed repairs). He proceeded to tell me he does not know my lifestyle or how it got broke. No one in my home is over 150 pounds. Two elderly people and a 25 pound three year old princess and myself a single mom and a lazy 15 year old. We do not jump on my furniture!!!

I just purchased and have had an issue from the very start. I have a five year warranty. This is ridiculous. I have 1500 couch that is worthless. I asked if I can just pay even though I have a warranty to fix it because it took them 3 months the first time. I was told it has been fixed and there is nothing else they can do. I want a full refund for the garbage I bought so I can buy a sofa that my family can actually sit on. I should have read the reviews for this location before I had purchased. Many other people had the same issues with their sofa and managers blaming their household lifestyles.

So we are now a looking at a possible month before we have furniture, and it may well be just as damaged as the first set. And of course we have no other furniture since we had to move it out to make space. When I suggest they come retrieve the other pieces of the leather set, they inform me that since we didn't refuse the pieces, they are ours and cannot be returned. Buyer beware: REFUSE ANYTHING YOU ARE NOT 100% SATISFIED WITH. Better yet, REFUSE to buy from this shady operation.

I phoned the store the next morning and informed them of what I had found. The rep told me give her a couple of days. I told her that was fine but wanted it to go on record I had contacted her within the three day grace period so I would not get charged a 10% restocking fee if I cancelled. I was reassured not to worry about that. Well now I'm told Ashley does not price match other ashley furniture. Biggest scam I have ever seen. If I cancel they charge me 10% of the price. When I asked to speak to a manager, well there isn't one manager... they are a team. A Team that cannot address this issue. Buyers beware. This has to be one of the biggest scams I have ever witnessed. They are overcharging me almost $700.00. I hope this is read and others don't fall victim to this.

The holidays are approaching and we will probably not have a complete family room set by then. We are going on 4 months of waiting for repairs or waiting for pieces to arrive. Ashley's is truly a disappointment because the salesperson was very kind and the furniture appears to have a nice design, but it is very cheaply made! I cannot warn consumers enough about this company!

Almost 3 years from the date of purchase we notice strange flaky-like spots randomly on our furniture so we called again to request a tech to come and repair it. After the tech came to the home he explained that it was a manufacturer defect in the material. We waited months to get a response from Ashley about what they are going to do about it. Finally after almost 6 months, we received a call saying they will give us a $300 credit toward a new set.

November 26, 2016 I called to have the same frame repaired in the loveseat and was told that they had a policy change and unless we paid for delivery of item originally they will charge us $69.99 to have a tech come and repair it or we could bring it to the warehouse to have it repaired at no cost. We were never made aware of the new policy change as our 5 year protection plan won't expire until December of next year. If you are considering purchasing a product from Ashley Furniture, don't! Poor quality and poor customer satisfaction. Don't pay extra for the protection plan as they don't honor for the length of the plan.

DON'T EVER BUY FROM THIS COMPANY EVER, YOU WILL GET SCREWED, if I knew this before I went in I would not have bought anything. Does anyone have any information on what I can do now, I'm disabled and retired and can't afford to have a useless furniture set in my living room, where do I go from here??? ZERO STARS.

I called my salesperson back with the new info I was given. He put me on hold for a few minutes and then came back with the Manager, told me that they would allow (yes, allow) you to select another model. But I had to decide in 48 hours. I came that day and found nothing else I wanted. The Sales Associate told me again, I have 2 days so I’d have to come back tomorrow to select something or be stuck with the couch. I told them I would return tomorrow after work.

That same day after getting home I noticed the fabric had started to wrinkle and the cushions which the delivery guy said should go down in a day or two had only become more lumpy and lopsided. The chaise cushion had started pulling to one side and now has nearly 6-inch space from where it meets the couch. The couch is simply defective.

I returned to the store as scheduled the next evening and showed a new Sales Associate (since the one I worked with was OFF) the photos I took of the couch. She was friendly and said that they’d received a lot of complaints about the fabric wrinkling as well the cushions being “lumpy”. She was professional and directed me to the Office manager. I had a brief 5 min conversation (after driving nearly an hour to the store 2 days in a row) explaining the situation and she said that they typically don't refund, but she would discuss it with the Store Manager before she could issue anything. I told her I would f/u tomorrow.

The next day I followed-up and was told the Store Manager won’t be until tomorrow. Before transferring my original Salesperson laughed and said, “I can tell you right now they're not going to give you refund. But hold on let me get the Manager for you.” This was the Sales Manager and the conversation went downhill fast.

I introduced myself and gave her a brief background on the situation before she interrupted me to say, “What I am allowing you to do is exchange your item. We do not issue refunds. Like I told your Sales Associate when you came in on Sunday you can exchange it or keep the couch. But you’ll still be paying for it either way. And we will charge another delivery fee.” I was flabbergasted. I attempted to explain the situation again, thinking perhaps she hadn’t been updated on the defect. This time she talked over me and repeated her previous no refund stance, but that they would exchange it. I told her I am simply not interested in the exchange and I would like a refund as I don’t feel comfortable receiving another product that may become defective after a day or two or few months down the line and I’m stuck with the couch.

Her response, “Your initial complaint was about the color. You did not report any defects. If you sign for it no refund can be issued. You have 3 days from the date of delivery to notify us of any issues and you did not do that.” I then read the return/refund policy to her verbatim which states that if the item is defective/damaged and reported within 3 Business days from the date of delivery the company will replace the item within 45 days of notification. If not able to replace, they will issue a refund. I explained the online reviews of the couch (not to mention the salesperson told me) they’ve received the same complaints for this sofa. There is also no equivalent replacement. Therefore, a refund should be issued.

Now, this is where she got extremely rude. She began yelling and told me that no refund will be issued, I was given 48 hours to exchange and that my time had run out. And after today there is nothing she can do. She continued to have a one-way argument and stated, “Stop name-calling. I’m not going to go back and forth with you,” several times before abruptly hanging up. Obviously, I did not name call nor raise my voice at any point during the phone call. I know she was trying make me look like an irrational customer by saying those things so that whomever was in earshot could corroborate the claims she’ll make to their Store Manager to not issue me a refund.

I am sure this will come out of her bottom line thus her incentive to try to intimidate and bully over the phone. I fear that the Store Manager, won’t be much better, considering the behavior and poor customer service I’ve experienced, has most likely been set by him. So I am writing for a Buyer Beware and also advice on possible next steps. Has anyone taken them to small claims court? If so, please share your experience.

Now just recently we are being told that it's a manufacture issue and that they will not fix or replace it. I have done research and see that there was a recall of some sorts for glue uses that could have caused this. I really don't know if this is what is wrong with mine but I do know it's crappy furniture and will never trust them to sell me anything ever again. It's upsetting because I have leather furniture that is around 15yrs old that looks great compared to this stuff. The fact is they know it's crappy furniture, they sold it to me and they don't care. And they say it's the manufacturer that won't do anything about it and they actually are the manufacture. They say they take pride in being the best!! Now because I never made a claim they want to credit my fee for the insurance, but it's a store credit... funny like I would trust my family with anything they have to sell us. They won't even fix it, they refuse to do anything!!!

Second time - they gave me a time and this time instead of waiting the whole window, I called within the window and found out there will be no delivery. Third time they showed up 3 hrs late - 10:30 PM at night. I was upset with this behavior so I called the store manager next day and told him that I am canceling rest of the order if they don't get their act together. He promised to call me back the next day, which he did and told me that all my shipment will be coming on the 16th. I did get shipment on the 16th, but it was a partial shipment. I had to send the loveseat back because it was damaged, the mattress came with no rails or headboard.

Now I am expected more partial delivery, keeping my fingers crossed. There are still items which are on back order, I was given a date of 11/22 last week and I found out today that they are now on backorder. These folks don't care if your weekend is wasted waiting for their delivery or you have to take time off from work to wait for their delivery that does not show up or shows up with very few items. Right now I am really frustrated with this experience. This was the first time I was buying from them and most definitely this is the absolute last time. You are better off living without furniture than spending money with these folks. You anyway are still going to be without furniture but at least you will still have the money.

The label on the back doesn't say that. Label said to sweep rug with a broom or carpet sweeper. If you use vacuum you should put it on the highest setting. I guess the rug I got was not make good at all for what I paid. Lady was in a hurry to make a sale & not tell me about taking care of the rug. You don't stand up to your merchandise at all. I will never purchase anything in your store again. I made a bad mistake in purchasing a rug from your store. Never again!!!

I then filed a complaint with the bbb which prompted a call from a Supervisor named Julio. He offered me an additional $45 discount on top of the delivery charge waived, knowing that I had already spent over $200 on an air mattress. I declined the offer but was told they wouldn't offer any more of a discount. I then asked for a full refund so that I could purchase a new bed from a more reputable merchant, but they refused because I accepted the delivery. Their policy is no refunds once the delivery is accepted, even an incomplete delivery. They find it acceptable that I wait at least a month, I do not.

So I told them of the other and we were told they would not pay a four year coverage - would not pay their reason being we did not know the exact date it happened. We saw there was a small hole on the cushion on the rocker, there was spots on the arm of the couch and love seat and there was spots on the console of the love seat. Which we did not see their representative seen it when he was here looking the furniture over and then continued to lie to us and tell us it would all be covered. Two weeks after he left now they decide that since we did not know exact time and day it happened... what a rip off. I think the salesman seen us coming - two disabled people would be easy prey. What a rip off. Totally upset.

I called today because the center of the couch is sagging. Only to be told "your warranty does not cover springs or structural repair!!!!" She did say "the store's warranty would cover the parts but, we had to cover the labor." I then asked "well can you tell me what this warranty I paid for covers?" She went on to say "it's like car insurance only accidental things." Had I been told that when I bought the stuff I would NEVER PAID FOR THIS WARRANTY!!! This company is misleading people and it is not right. I will spread the word for no one I know to ever shop there again!!! I bought furniture from Big Lots a lot cheaper and never had a issue.

I couldn't believe it, so I tried to talk sensibly to those that control this issue. There was no resolve. My fiance went into the store and got nowhere as well. A few minutes ago I got a call that said the same thing, the rails and footboard were coming 12/25/2016. My reply was... "That's Christmas!" In Angela's calmest voice she said, "That's right". I then explained that was unacceptable, and that I was going to have to get a refund and take my business elsewhere because I expect better service from a store I have a relationship with, and have spent several thousand dollars with over the last few months.

After being placed on hold for 3-4 minutes, she came back and said, she was going to have to send off for approval from the main office, and the main office would have to send a check to me! That's a LOT of RED TAPE to go through for something that I went into with good faith! I then explained that too was unacceptable, because they've had my money for three weeks or more, and the funds cleared in the first week! I paid, and have gotten nothing but a run around!

At this point I'm preparing to go into the store personally to try and get this resolved once again. This whole ordeal has been a terrible waste of time, and effort. Honestly, I would like to get my furniture but feel a little foolish at this point if I continue to move forward in concluding business with them. I'll update this review with how things turn out once I get time off work this week and go in for resolve. I am not optimistic at this point. I am, however, very disappointed in my experience.

So my patient's mom bought a slip cover to hide the unsightly chair but it was the wrong size cover. That's when I called the Ashley furniture company to see if they had a slip cover for this chair and the rep on the phone rudely said she couldn't talk to me or the person the chair was bought for regarding what slip cover to buy due to rules of the company. The receiver of this gift has the receipt and warranty and this representative wouldn't even talk to us!!

I asked to speak to a manager and was put on hold for 10 minutes then was transferred to a answering machine. I left a message but no one returned my call. The Ashley furniture company are selling fraudulent warranties and they are no help when it comes to helping you fix a problem!! All my patient's mom wanted was to find a slip cover to cover this recliner and no one at the Ashley furniture company would help her!! I will be getting in touch with the media so this matter can be investigated!!!

On 11/3/16 I still have not received the parts so I call the store to speak to Kara and she said she will get back with me. On 11/4/16 I call again and speak to Jessica. I called customer complaints and she said she has no notes on all this. I asked her to call the store and get them and she said she can't do it. I have to do that??? Excuse me? I can't get them to help me much less get them to post on my account how they are not helping me and ignoring my problem. This is 4 months and I paid $1,533.00 for these chairs and still can't get any customer service. I will NEVER purchase anything from this store again and am POSTING MY EXPERIENCE EVERYWHERE I can get it to warn others. WORST COMPANY THAT I HAVE EVER DONE BUSINESS WITH!

I tried to get it replaced and they denied it. They did pay us $400.00 but that's by all means not what we wanted. I had a $50.00 credit so I decided to order pillows. Who gets brand new pillows just thrown in a box not in plastic and NO tags? They thought we wouldn't notice. They sent us their nasty display pillows which I had to pay a difference. Johnstown Pa. store was non sympathetic and I will not recommend Ashley's store to anyone like I did on the first survey. Thank you for the poor customer service.

When I bought the couch (sales guy's name was Dave) (bought in Amherst) Dave told me the couch was under warranty for five years and literally everything covered it. $2,500.00 couch lasted a year! Been nothing but a headache trying to get new cushion covers. They told me they'd "do me a favor" since the couch was only a little over a year old and send me new cushions for the whole couch. Had to wait a month and a half and finally got SOME of the cushions. When I called and asked why I only got some "crystal" told me she'd call me back and never did! Go figure!! NEVER, NEVER, NEVER going here again!!!

I was repeatedly calling the store and Customer Service to get an confirmation, and finally I got a message on 10/31/2016 that I will get the delivery by 11/02/2016 between 12.45 and 4.45 p.m. but it didn't come. When I called up the Customer Service, they are telling that there is no update in notes and I might get only on 11/07/2016. How irresponsible they are. Debiting the money and not delivering the right product makes you very unprofessional. It's been more than 10 days now. I also wanted to buy dining sets, beds, and coffee table but this will be my last purchase from Ashley and would also not recommend to anybody.

Last week my son placed a bowl of soup on the table and after he ate, I picked up the bowl to find a perfectly round, solid white heat mark from the bottom of his bowl, approx. 3" in diameter. The furniture is stylish (which is why I purchased), but I certainly did not think it could not be used for its intended purpose. I am going to sell both tables (which I will get nothing out of, because of table tops, and get new. I WILL NEVER PURCHASE ASHLEY AGAIN. I have taken pictures of the damage in the event anyone I know is considering, or if any of my teaching peers or FB friends are looking to purchase new.

Jeremy was very nice and helpful and listen to us. Thank you Jeremy. The next morning to my surprise I get a call. Paul from Ashley calls to tell us they will replace the mattress. Thank you Paul. Asked if we wanted the same thing. No way. Went there last night met with Courtney and she took care of everything. Trying a different mattress brand this time. Everyone at this store was great and very thoughtful and understanding. We buy a lot of furniture from this store and will continue going there. GREAT Job you guys. Keep it up.

My entire purchase was delivered on June, 2 of 2016. On the delivery date, the truck handlers transferring the furniture had dropped and damaged the king panel headboard. As the dresser and five drawer chest was placed and unwrapped I discovered damage to several draws. Furthermore, as dining table was placed and the leaf was extended, I also discovered damage to the wood. For the accompanying barstools, the foot beam between the legs were very loose and/or falling off.

This was acknowledged immediately by the truck drivers and they contacted customer service. They explained that customer service put in a new order to replace the king panel headboard. They would also send a technician in the following weeks to repair dining table and barstools before replacing them. Another technician would be sent months later to inspect/replace new drawers for the bedroom set.

Eventually the King panel headboard and the dining table was fully replaced. The barstools however, were repaired un-properly by the technician and with another to customer service they said all damaged barstools would be replaced. Unfortunately, the replacement barstools were also damaged and/or broken. Customer service has attempted eight times to replace the defective barstools, but each attempt provided the same results. Additionally, the technician who attempted to repair/install new drawers for the bedroom set, had now installed new drawers that fit the chest and dresser very poorly.

My last contact with a supervisor from Ashley Homestore was with an associate named Cherelle (who I contacted at 803-228-4848) who refused to provide me with her work identification or last name. Cherelle insisted that the only way to settle this matter was to either choose an entirely new dining room set from Ashley Homestore in replacement of the one I had ordered, or receive a refund on the dining room set minus a ten percent restocking fee. As for the poorly fitting drawers, they have derived new drawers to me, but have not scheduled or provided any information on when or if a new technician will be installing them. This has been an ongoing struggle for months, with many attempts to receive the products that I purchased, undamaged.

So then we were scheduled for delivery in mid-October. Day of delivery, got a call they didn't have the couch on hand and had to reschedule for a couple weeks out. Computer called a couple days before to confirm date and time window. Window passes. I call. Couch isn't on hand. Need to reschedule again. Assuming a day arrives when we get what we bought, and assuming it's the same thing we saw, and assuming we're reasonably happy with it, I still wouldn't recommend Ashley to anyone.

I call customer service today 10.26.16 to ask why they kept taking money on and off my account. NOWHERE in the terms does it say I will be pre-authorized every six weeks until they delivered the furniture. I spoke to 3 different cs reps and a manager. No one wanted to help and said they can't help. "There was nothing they could do." Those are the direct words. They were unwilling to help and didn't care if I canceled my order. I will be looking for dressers elsewhere. And cancel my dresser order. They are a horrible company to deal with. I'm a first time customer. They should care about my experience because I would have come back. But now they can go sit on pointed stick. Do not buy from Ashley Furniture. They don't care about you or making money apparently.

Then I called again at the beginning of Aug as it was not delivered. They repeatedly told me the ship date and said they did not have any tracking information. That was unbelievable to me, how could they not have tracking info? That time the customer services assured me the rug would be deliver to my apartment soon. I was told to wait. After long, long wait I called another five or six times. No one knew where the order was and they insisted that it was delivered. They started lie to me saying it was delivered but they didn't have tracking info. Once the customer service directly hung up on me without letting me finish my sentence. I verified delivery method and address with them each time and everything was correct. The last call was made on 9/15. Finally, they figured out the rug was delivered to the store instead of my address.

I called them so many times they kept telling me it would ship to my address but then they said they made mistakes so many times, it was already at their store! I asked for reshipping to my address and was refused with the reason "do not have the responsibility to ship third-vendor products". Their services are just so rude. I file a complaint and they just deceived again telling me they already delivered it to me and if I didn't get it, it was the Express Company's responsibility. They want me file a claim with the Express Company. I cannot believe they played cheap trick to get off from their responsibility.

I have now waited another 5 days for someone else to come out and fix the chair which because of scheduling they move the time to a time I have to pick up my granddaughter from school. If I want to reschedule it will be another 8 days. I wish I would have read the reviews before I bought from Ashley because I would not have.

We contacted Speedy Furniture, supplied the original sales receipt, and also gave them photos and a video. Because the cushions are not removable it was necessary for my son to take off the underside covering to retrieve TV remotes and toys that had fallen into the sofa. In doing so he removed most of the serial number sticker attached to that fabric never thinking he would need it in the future. Now Ashley, fully aware that they have had numerous difficulties with this product, is saying that they cannot help us in any way without the numbers from that sticker. Apparently that serial number exists nowhere else except on that sticker. At no time were we advised to save this number.

The new owner of Speedy Furniture immediately identified the sofa in my photo as an Ashley sofa and said that he knew that there were problems with this material. Customer Service at Ashley says they "want to help" but cannot do so without that number. They do not keep any records that would show the serial number, either. So they will not take any helpful action. They have manufactured a substandard product and this deteriorating material may have health consequences and they have received other complaints but they refuse to stand responsible, pinning everything on this missing serial number. Do not trust them. Do not expect a pro-active customer service. Do not expect quality merchandise. You get what you pay for - or less.

We finally get a hold of someone 3 DAYS later, and they say nothing has been done for the claim. This "person" is also disgustingly rude and awful to work with. They said we had to return the items ourselves and also pay a 25% restocking fee ($750) or keep the damaged furniture. After multiple phone calls, and many hours on the phone, they finally agreed to deliver new "undamaged" items, but not for OVER A MONTH. So, my daughter is sleeping on the floor, with her clothes and personal items laying on the floor, for over a month. I will NEVER take my business here, nor will I ever recommend this company. In fact, I will make a point of sharing my story with everyone I know and meet.

I went to visit the store. I thought that maybe they would change their tune? Definitely not. When I entered the store the salespeople surrounded me like vultures. As soon as I began asking questions about assembly they left me. No one wanted anything to do with me. When I look at reviews online I see negativity that is incomparable. Ashley Furniture may have the worst reviews of any nationwide organization. I am seeing things such as 1.1/5.0 and 1/4/5.0 on popular sites. Trust me, from experience, the Seattle office has shocked me with their consistent rude attitudes and alterations in what they tell me. They even consistently tell me they have notes about my situation and the previous teller gave my wrong information. STAY AWAY! STAY FAR, FAR, FAR AWAY from this company. There is no excuse for them to still exist. If we stop supporting companies like this then they will go away.

The delivery people came and removed the mattress from my bedroom to the living room, where one of the delivery drivers in Spanish (thinking she did not understand) called us dirty because there was a stain on the mattress. Keep in mind that the springs are shot on one side of the bed, a stain has nothing to do with the defect. She told him she knew what he was saying, they knew what he said was completely out of line therefore he chose to tell her he'd be right back and left, leaving a king size size mattress for my wife to have to move back by herself on top of the embarrassment and humiliation.

For 3 weeks since we've been calling and apparently the managers don't check their voice mails or emails because they refuse to call back. These are disgusting business practice. We've furnished our entire house with them and have referred family and friends to them. Now I sincerely regret that I did that and pray they don't have any customer service needs so that they don't have to deal with this shady Company.

Someone behind the counter told salesperson Sara, that as of the first of year you could not use "paperwork " for anything on sale and you have to spend 500. I had one of those covered. Yes I'm get hot. I took a deep breath and decided to wait of the living room. But I still wanted the pillows which were buy one get one. The original price on them was fifty dollars. Yes two throw pillows for a hundred dollars. But they are buy one get one. Go to pay for pillows and can't find my atm card. My bad. Sara says she will hold them for until I can find my card.

I leave the store and before I can get out of the parking lot, my phone is ringing. I don't know the number so let it go to voicemail. It was Sara calling to say she could not hold pillows. Ok. Wait four so I could cool off. Returned to get pillows. Did you know you have to have a salesperson to help you before clerk can ring you up. So when Tucker finally came to the register. Announces that the pillows are no longer buy one get one free but they are buy one get one half price. Try to explain to him that on Friday they writing them up $54. He was not willing to budge on two pillows. The families that left the store very pissed.

Walking into the store. Excuse #1- All come with tables. That's how it all works. We need to assume this is the same thing. 2- This is only showing the other 5 piece in this collection. 3- The ad doesn't have enough room for extra wording–THAT'S MY FAVORITE ONE!!! 4-The sign in the store shows the tables... I don't care. You're showing the world what I see in the paper. Manager didn't like me after that. I left. I WILL NEVER GO BACK! I WILL SLEEP ON A ROCK IF I HAVE TO...

Their in home damage department is not responsive and terrible customer services. I called beforehand to remind deliver guys to wear shoes bootie when deliver. When arrived they forgot their bootie and make dirty mark all over my carpet in bedroom and stairway. I called, they denial and stated those marked were happened before the deliver. They claim to only clean the 3 steps of the stairs from bottom. I told them it is ridiculous because they have to walk thru all steps in order to get to the top. Until now no resolution.

I spoke to Avis **. He told me the same thing, the warranty started two and a half years before I bought it and they could do nothing for me so I called Schwartz again and they told me that they felt bad for me but the only thing they could do was give me the cheaper that was on sale, the one that I wouldn't buy in the first place. It's a cheaper made chair and it's not leather. I am almost seventy years old. I've had two hips replaced, breast cancer and a couple of heart attacks. I did not think I would have to be going through this at my age. I had to take the cheaper chair because I needed a chair to help me when I was getting up. I am so disappointed with your service. Why would you treat someone this way. As I stated in my letter your warranty isn't worth the price of the paper you have it written on. Now I wondering how good your word is. I have already sent you a copy of my receipt. It was faxed to ** on 08 23 2013.

We called immediately to get it fixed. And a guy came to fix our couch in one week. But it took another month to get a new drawer for our storage bed. Which they are making us assemble ourselves. Once we finally got the drawer. It didn't come with any instructions or all the screws we needed. It only came with 3 screws. I have to say I'm extremely disappointed in this business and how they handle everything. I will never purchase from them ever again. They don't deserve any of our money and should be out of business.

September 13th: I receive a phone call that my order is on back-order until October 8th. I called to cancel my order as this defeated the whole purpose of ordering this furniture. A different salesperson called and convinced me that he could help find something comparable that could be delivered within the week. We found a similar bedframe to be delivered on Wednesday, September 21st. (This is the point where I really wish I had stuck to cancelling the order). September 20th: I hadn’t received a confirmation call for the delivery the next day so I called and was told that the delivery had not yet been scheduled! Delivery was then scheduled for Thursday, September 22nd.

September 22nd: The bedframe is delivered and SURPRISE!! The wrong rails had been ordered. Now I have a headboard and built in drawers in the guest room, a mattress in the hallway and the box springs, metal frame and bedding in my living room. And company coming in 5 days! After multiple calls to the warehouse, the store and the corporate office, I’m told that they have ordered the correct rails and they will be delivered on Tuesday, September 27th before noon. This is the day my company is coming in for my daughter’s wedding!

September 26th: I receive a call letting me know that the frame is on back order until October 4th. My head has officially exploded and I called the store again and was told that the manager was trying to find me a loaner bed for the weekend. The store then calls me back to tell me that they will drop off a metal frame for me to use for the weekend. A metal frame!!! I have metal frames which is why I bought (or tried to buy) new bed frames!

This company should be put out of business! Out of all the things I’ve done to plan for this wedding, the most difficult and frustrating has been purchasing a frame for a bed. A frame for a bed! This is not rocket science. Seriously, how hard can this be??? They are now supposed to pick up all the furniture before noon tomorrow (I’m waiting for confirmation. Not that confirmation means a thing when dealing with this incompetence) and giving me a full refund for both the frames. They don’t deserve a penny of my money! Or yours! Unless you really hate yourself and want to put yourself through hell, don’t go to Ashley Furniture. Spread the word! I know I will!

It was as if the mattress already had impressions in it. The divots were deep and I regretfully ordered another mattress. They made me almost another 2 weeks and that mattress showed up with same exact stain under plastic by the way and divots. On top of that, the fabric has lines (bubbles) going throughout the entire top of mattress. Every inch there are lines in the fabric going up and down the entire mattress. I suppose this was stored improperly too.

The store I bought from was the Lemay Ferry location St. Louis MO 63129. The fabric and mattress are supposed to be top of the line, which is not the case. I am so upset. I took many pictures and am just sickened by this entire experience. I wish I would have done more research on Ashley's furniture and on Stearns & Foster... Hate that I'm going through this.

They gave me Ashley Furniture HomeStore Distribution Center information 540-834-0740. I call the phone all day and there was a voice message saying that I had to leave a message. There is no customer service numbers and the only phone number is for online purchase (866-436-3393) and no one answers either. I really do not know what to do and when I will get my furniture. I hope you will be able to help.

I am so done with ASHLEY and with this insurance company and if I know anyone who is thinking of going to Ashley I will be sure to tell them to go elsewhere! I am sure that I am not the only unhappy customer, just one that will be sure my feelings are shared through social media and then some as I have furnished many rooms and paid a lot of money to their "Guardsman" insurance promotion! It is sad when another company or an affiliation can take down a company with poor customer service through social media! The time has come!

I called the number and explained the situation and that I was asked to call you to set it up. The lady promptly tells me "That is not possible. You will receive a phone call from the dispatcher once it's delivered and the truck returns." Scratching my head, I again informed her that my chair was delivered and that he just called me and gave me this number. She then asked if she could put me on hold. Upon return to the call she informs me "We have no record of your delivery or anyone calling you."

Now I am starting to get majorly frustrated. I told her word for word.."The dispatcher called me. I even have one of his calls on voicemail." She then tries to make me understand that I didn't get a call and that the truck hasn't returned and she cannot help me. I then played the voice-mail of the dispatcher over the phone when she promptly starts stuttering and goes back to her not being able to assist me. After several phone calls back I get nowhere. Spent over a grand at this place for this chair and now I can't even get anyone to tell me if I will ever see the ottoman. I won't lie that I was then mad and raised my voice. I will be going to the store tomorrow in person.

Then they have the nerve to threaten to keep your money if you cancel a deposit order. The blame is on the manufacturer who failed to provide the furniture. Ashley should be more selective in who they decide to use as their furniture suppliers. I feel sorry for the individual who work in the store and put a positive face on for Ashley as a first impression because they are impacted when customers stay clear of Ashley Furniture by not shopping in their store.

I called Ashley the next day to complain. They seemed helpful and said they would replace (2) of the barstools that I felt were unacceptable due to damage caused by "wobbling" and said they would refund the delivery/setup charges. I waited almost a week and called back, they had no record of our previous conversation. I filed another report. They wanted pictures. I sent pictures. I followed up a few days later, same thing. After a couple of calls I demanded Ashley replace the furniture or remove everything from my home. My wife and I called 2-3 times a week, sat on hold for at least 20 minutes each time, visited the store, sent pics numerous times and continued to get the run around for 5 weeks. We finally reached a customer service manager. His records showed we only started calling a week ago.

Apparently we had been talking to the wrong department. We really want to return the furniture but since we did not get a hold of the proper department until a month after delivery, it has been too long. Now we have to wait 2 1/2 more weeks before a tech comes out to inspect the damaged items. Then they want to repair them. Overall I will have had brand new broken furniture at my home for almost 2 months. I took a day off for delivery. Now I will have to take off at least 2 more days because the delivery team half assed putting together the furniture. The furniture seems alright for the price but the delivery team and customer service are horrible.

Fast forward to a year later and as I was dusting, I found one stool was built incorrectly! Unfortunately I discovered this flaw too late and Ashley will not replace it. I questioned how this stool got past their quality control! I'm guessing they don't have it, after all, a cracked stool and a second poorly constructed stool got out of their production facility. So, consumers beware! If you have purchased or plan to purchase anything from Ashley Furniture, be sure you inspect it very carefully... especially since they don't!

First, the warranty company claimed that their warranty was only for leather furniture and that ours was not leather. I contacted the store in Frederick, MD, where we originally purchased our furniture and spoke with the Sales manager. I asked him how it could be that they either lied and the furniture we had was not leather, in which case, why would the salesman push a warranty that was not at all applicable, or the warranty company was not willing to honor the warranty by telling us that our furniture was not really leather, but a leather-like material. The manager confirmed that our furniture was leather everywhere the body touches as was originally explained when we purchased the furniture.

I told him that the spotting and discoloration was only happening on the armrests and in the seating area (areas which, based on his explanation, were leather). The manager said that was an issue for the warranty company. When I asked if he could speak with them, he said he couldn't because Ashley Furniture was no longer using (selling extended service plans with) the same warranty company. After unsuccessfully going back and forth several times with both, I spoke with the manager and asked what responsibility Ashley Furniture would take since the furniture service company that Ashley Furniture pushed was not honoring the warranty. In the end, Ashley sold me the warranty that was now, not being honored.

The manager finally said that he would look into it, contact a technician, and have someone come out to my home to look at the issues. I was fine with that solution. The manager said he would call me back to set up an appointment after he spoke with the technician, but I never heard back from the manager. I have called several times, he was never available, and has yet to return my calls and messages. Because I own German Shepherd dogs who shed a lot, I have always purchased Leather furniture. I still have several sets of leather furniture in my home theater, lounge, and family room, that are over 15 years old. None have ever faded or spotted like this supposedly leather furniture from Ashley. BEWARE of the poor quality!

After a week, Montage informed me that because the furniture had peeled at three places - they will not cover it. I asked them if the insurance covers broken furniture, after waiting on the phone for over 2 hours, I was transferred to a supervisor who informed me that I can escalate my request by sending an e-mail to feedback@montagefs.com. I went ahead and sent them an e-mail informing them that going by their own technician report on their website that the furniture had broken parts. I don't understand why they are refusing to fix it because it also has some peels. Especially since the peels happened the same week I called them.

After waiting a week, I called them again only to be placed on hold for another 2 hours whilst they search for a supervisor. The lady 1st informed me that they don't have my e-mail to feedback@montagefs.com and am supposed to go to a website to fill out my complaints and not e-mail. After disputing her statements and informing her that am recording our conversation, she then finally transferred me to a supervisor who stated that they have received my e-mail. She then went ahead to informed me that e-mail is handled by another department and someone from that department will get back to me later. I asked to be transferred to that department only for her to inform me that I really shouldn't bother as they will denial my appeal anyways. I finally got transferred and someone informed me that they are yet to make a decision on my case.

I got an e-mail from them the next day to inform me that my appeal had been declined because Ashley Furniture and Montage Insurance don't cover peels and wear and tear. When I contacted them to ask if they cover broken furniture, they stated that the technician report did not state that the furniture was broken. I pointed them to their own website. I finally was advised by my lawyer to request for arbitration. As soon as I requested for arbitration, all the documents they had posted online on my claim portal miraculously disappeared. I will update this page later.

I was told the couches could be rebuilt to be better than new??? Really! They are new!! Yesterday I waited for the Master craftsmen all day. When he finally showed he had no idea he was supposed to fix the couches and had no parts! The last Master Craftsman according to Customer Care that I refused to let him fix the couches, hummm, that didn't happen nor did he even offer. Customer Care is a contradiction because they don't care and are sarcastic and rude. I have photos of the sofa that we use, it looks like 2 ugly chairs now.

Now, I have a couch that I can't use and paid $400.00 for. I have to dust mop the floor every day to pick up the flakes. Even a blanket over the seats do not cover the recliner foot rests or the arms. It is all flaking. I bought the couch from an Ashley dealer in Paris, Tennessee and they can do nothing to help because it only had a year warranty. I would NEVER buy any Ashley product again.

2nd Delivery Day - My husband took off work again, came home & disassembled our bed. The delivery men came with the hardware we needed but they had to bend it & shape it to make it fit. Then time to put the rails on only to discover that they were marred up. One of the delivery guys called the store & they gave us a number to call & order a new set of rails. Now again we had to put the bed back together. 3rd Delivery Day - My husband took off work again, came home & disassembled our bed. The delivery man calls & says "we have your name on our delivery schedule but we don't have anything loaded for you." My husband called the store for something to be done tonight ASAP. Still waiting!!! Need I say more.

The Ashley furniture was delivered on 4/15/2016. 3 days after they were delivered, I started getting welts, red itchy spots, bumps, and eventually turning into blisters. My fiancé works the midnight shift, every night, so I am the only person who sleeps in the house over night. I started going to doctor after doctor, even the hospital at one point, racking up thousands of bills. A biopsy finally came back that the welts I have are indeed from a bug. During the last few months, I didn't even think about the couches. Who would think brand new furniture would have bugs. I was very wrong. A friend of mine stayed the night, and slept on the couch. She woke up the next morning feeling itchy and having bite marks up her legs and arms, soon developing to over 30 bites all over her body throughout the day. That confirmed any suspicions of bugs in the house.

My fiancé and I took the cushions off the couch and looked with a strong LED flashlight and saw tiny little bugs. We caught one and put it in an empty water bottle and we called an exterminator. We sent him a picture of the bug and he confirmed over the phone that it was indeed a bed bug. I called Ashley Furniture, the local store that we purchased from in Poughkeepsie, NY. I was transferred over to customer service in Edison, NJ. The customer service woman was rude and had an attitude from the start. She eventually transferred me to who I'm assuming is her manager, or a higher up. This woman was also very rude, feeding me BS, trying to reassure me that it is impossible that their furniture could have bed bugs.

Prior to calling I had googled "Ashley Furniture bed bugs" and hundred, if not thousands, of reviews come up where people are claiming to have bed bugs from their Ashley furniture, and have complained that the company will not do anything about it. I told customer service this and they acted as if this was news to them and that every single one of those reviews are false/made up. The exterminator came to our house today and found a large amount of bugs, eggs and exoskeletons inside the couches, and confirmed that they have originated in the couches. We have a report and bill estimate from the exterminator. I was told by customer service, after having a screaming match on the phone with them, to send the report to Ashley furniture. But now they will not return my calls.

During the time of purchase I was conned into purchasing the 5 year warranty (platinum ultra-premium plan). I was not told that this was an option, the sales man said it was included in the price, and it wasn't until after the fact that I realized it was a lie. So, I also called this warranty number. The woman from the warranty company was very nice, and stated that they are a third party and not affiliated with Ashley furniture themselves. I told her the situation, and she offered to call Ashley customer service herself, because this is not something the warranty covers. She told me that when she spoke with Ashley furniture customer service that the woman told her that I was told to send in a report from an exterminator.

The warranty woman asked customer service, how can an exterminator tell where they came from, and Ashley furniture said to her that an exterminator won't be able to, and that is how we get them (them meaning me the customer). I appreciate the woman from the warranty company relaying this information to me, and it only proves that Ashley furniture has appalling customer service and 100% cons their customers. They are wrong though, and the exterminator was able to tell instantly that the bed bugs originated in the couches. I will keep calling them till someone answers me, and continue on with this issue.

As another side note, the TV stand is also garbage, it is far from sturdy and the shelving is loose. I want this furniture, especially the couches taken out of my house, I want my money back, I want this exterminator bill payed for, and I want to be refunded for the new mattress, pillows, and blankets/pillows I now need to buy. I have attached pictures of the exterminator report, a screen shot from a video of one of the bigger bugs crawling in the couch seams, and a picture of the bites I have my leg.

The first problem was that one of the storages for the bed did not pass inspection so they had to reorder that piece which was not the last time they had to re-order it because once it came in the 2nd time they had to reorder it again because it didn't pass the 2nd of inspection either. Second problem we had was once all the furniture was installed which was the 5 dresser draw, the dresser and mirror chest, 2 night stands and one of the queen storage was in place me and my husband noticed that all had damages. So the next day I called Ashley Furniture to let them know that we was not satisfied with what we had got. During all of this I had to leave work early each time for them to bring us the furniture and install it which we paid extra money for them to do so and it wasn't like I left a couple times early from work for Ashley furniture it was more like 3 times of leaving work for mistakes that was made by Ashley furniture not us.

About 2 weeks once the 3rd storage came in it was finally able to be installed at our house. So finally a month later of ordering our bedroom suite we finally had all of the pieces. Going on about 3 weeks ago we had a service guy from Ashley furniture come out and look at all 5 pieces of furniture that had damages to determine if they needed to be replaced or just fixed with a pen that match the furniture color. Sure enough there was only two pieces that needed to be replaced which was the queen size bed railing and the 5 dresser draw.

So I told the guy go ahead and replace those two things which would turn out to me having to leave work early again for mistakes that was made by Ashley furniture. During this whole process I would call once a week to Ashley furniture in hopes that I would be able to talk to someone about giving us a discount on our bill but not once did anyone get back in touch with me. To me I feel like that was not VERY BUSINESS like at all and I feel like that is totally disrespectful to a customer who spent quite a lot of money on a bedroom suite. We feel that a discount should be enforced to our balance that we still owe considering all the headache and time off we have been having to do since we have gotten this furniture. We are going on 2 months and we still have not gotten anything straight!!!

On the day of delivery, they delivered the mattress to the wrong address. I received a call saying that because of their mistake would not be able to deliver until 9pm that evening OR wait until the following weekend. This is after I had specifically confirmed my address with the salesperson. I opted for the delivery to occur the following week. I was not present upon delivery, but my boyfriend told me that the technicians were incredibly rude – he placed the mattress and box spring on the wall in the living room, expanded the bed frame, offered cold waters, and tipped them $20 and they did not so much as say thank you.

Ever since delivery, I have been absolutely miserable. The bed is an Ashley Furniture bed and is horribly uncomfortable. I have chronic pain issues and have been in a great deal of pain and without a good night sleep since. When I returned to the store of purchase, the manager callously told me there was nothing they could do because there's a no return policy. This was the first I heard of this. He took my receipt and showed me the terms and conditions of my purchase. At the bottom is a box where I am to initial to indicate that this was explained and that I understand. This box is left blank, as the sales manager NEVER highlighted the fact that there is ZERO return policy. Period.

The store manager told me to try to contact Customer Service. I called that night and waited on hold for 30 minutes and decided to try again. When I finally spoke to someone she told me that we would have to schedule a technician to come assess the bed. I explained that the bed was not defective but she stated that this was protocol and the steps that were required. This gave me hope that customer service would be able to assist me with this issue. The technician came out and informed me that there was nothing that he could do, as the bed is not defective. I called customer service this afternoon and they informed me that there was nothing they could do, as the bed is not defective, but could refer me back to the store of purchase. The store who told me that there was nothing they could do, as the bed is not defective.

This entire situation is laughable at how unorganized, unprofessional and unaccommodating Ashley Furniture has been. I am now expected to pay $2,000 for something that I am horribly unpleased with. I feel incredibly mislead, lied to and taken advantage of. The customer service that has been shown to me is absolutely appalling. I have been more than accommodating in this process and I would like for someone to accommodate me. The customer. Who is greatly unsatisfied.

After 30 minutes, we finally get to a person on the phone only to be told the drivers left "over an hour ago" and it would take up to 3 days to receive a phone call from someone who may or may not be able to fix the bed. And within this call - that lasted about 45 minutes - I was told "all box spring sizes are different and we may have to purchase a new box spring". "If I'm going to be difficult, you will accept the return". And, that "the drivers realized there was an issue before they left but couldn't fix it"??? Interesting nothing was said as they smiled and accepted our tip.

As someone who leads a service department, I have never gone to social media, any media, or the corporate office with a complaint. While I anticipate our 2 year old will have to sleep in our bed until this is resolved... shame on this company. Maybe my pleading with them today didn't help anything but hopefully others will think twice before getting themselves in to the position we are in right now. A bed that cannot be used and no expectation of a solution or timeline to resolve other than maybe getting a phone call within three days. They should be embarrassed!! So frustrating!

So... I contact the salesman who sold us the furniture, thinking he would quickly rectify his mistake, only to have the arrogant man tell me that he is positive he didn't make a mistake as he doesn't make mistakes. This is the same man who forgot to add a chair to our invoice and I thankfully caught the mistake at the checkout counter or we would have been short a chair as well!

As others have stated, when I asked to speak to a manager I was told he was unavailable and would return me call. I knew this was bull so I contacted customer service directly. They told me there was nothing they could do and took the side of the salesman! I was at fault for not making sure the batteries were ordered! These are $2,000 a piece recliners so sorry I didn't notice a battery cost missing!! No one took accountability. If you accept the furniture at delivery you are screwed! No one is willing to do the right thing with this company. They give you the run around and ignore you until you go away. I contacted the store once again and twice I was told I'd receive a call back within 15min from a manager. It's 8hrs later and I've received no call. I ordered the parts directly from the manufacturer as I refuse to give this horrid company anymore of our money. Never again!! AVOID ASHLEY FURNITURE!!!

We purchased the tables on Saturday and could not pick them up until Tuesday. This 3 day policy is not communicated effectively by the store personnel. Now we have to figure out what to do with the tables as they were $250 each and we don't have the $449 to purchase the larger table and don't want to ever purchase from Ashley furniture again. Don't buy from Ashley Furniture, they don't give you all the details and you have to exchange anything within 72 hours so unless you are absolutely positively sure of what you need you will be stuck with something you don't want.

I called today, 08/22 more than 2 months from the date they were to be shipped and was told they would be shipped today. I asked her why they were just shipped today and she said they were included with someone else's order. And she said to give it some time since I had just purchased them on 08/17/16. This really got me upset since I purchased them back on 06/12/16. I asked to speak to a manager, she put me on hold for a while and came back on the phone and said they weren't available. She asked for me to leave a message and they would be calling me back. I cannot believe what bad customer service this company has. I know now to check the history of complaints prior to buying.

The furniture was set for delivery on August 14th between 8:45 am and 12:45 am. At 2:00 pm, the delivery people showed and stated they had tried to call. We were home all day and no calls were made to either home or cell number. They had every piece of furniture except for one box spring. We purchased a king bed, thus, the need for two box springs. Even the driver argued with dispatch about the need for two box springs, but the powers that be in their delivery center said follow the paperwork and do no more. I called the store and asked for our salesman. He transferred me to the office, who stated that they would deliver the missing box spring on Tuesday. My wife was upset and tried to reach the store manager. He never returned our phone calls despite two attempts.

Tuesday, August 16 arrives as does the delivery truck. Wrong box spring. We call the store and I was originally given corporate phone number. I said, "Don't pass me off to yet another person due to your company's inability to make a straightforward delivery." An office person apologized, but said there was nothing she could do but schedule yet another delivery. We said "NO", as we had already wasted over 9 hours of our lives and changed schedules awaiting furniture. Still no call from a salesman or manager despite a request for someone to intervene and fix this mess.

So we borrowed a truck, drove 60 miles to their delivery center to pick up the one box spring, only to have it raining sideways for two hours. (It's summertime in Florida.) Once the rain stopped, we put it in the truck, strapped it down, and drove home. So we slept 3 nights on the floor and endured endless nonsense with no one to intervene. The system at Ashley is fatally flawed. No one has the power to step in and fix anything. We have several other furniture pieces we need to complete our in home redecoration, but you can bet every dollar you have that it won't be spent at Ashley Furniture. If you read this and buy anything from them, you are dumber than they are incompetent. DON'T BUY FROM THEM!!!

We called customer service, which took about a half an hour to answer. When they did, they said to take pictures and submit a claim online. So the call in means nothing. Someone would call within 24 hours, that was Sunday. As of yesterday Wednesday, we had not heard back. We are sleeping horribly and the lack of customer service is just outrageous. I kept calling customer service and no callback. Finally I called the store, spoke to the manager and he put me through to customer service. Then they have the nerve to call this morning and say they will send an inspector to look at the mattress and if he doesn't find anything wrong with it, they will do nothing.

This is outrageous. We spent about $12,000, paid $1000.00 for this piece of crap mattress and now that they have our money we are out of options! DO NOT BUY MATTRESSES FROM ASHLEY/CITY FURNITURE!!! From the reviews I wish I had read prior to purchase, clearly they have massive issues with that and they are just stealing from customers. They know they have bad mattresses and found a way to rip us off. I'm so dissatisfied. I am considering bringing all the furniture back to their showroom and leaving it there.

Just 2 days ago, I went into the living room, and see the seams on the pleather couch are coming apart!!! My husband is the only one who relaxes on this couch, and he's hardly overweight! The furniture is garbage! I'll bet $ that Unclaimed Freight sells better quality furniture! I got nowhere after writing to their corporate office. I highly doubt a letter to the store manager would do any good either. I'm very aggravated and will tell anyone I know who's looking to purchase furniture, to stay away from Ashley. Quality is equal to Bob's Discount furniture. Actually, Bob's designs are nicer!

When I asked I want to talk to the sales person she keep me on hold for 5 min and said the sales person is not available. She is not able to give me a date even to deliver my order. Saying all estimated not confirmed... Do I wait infinity to get the delivery? Is this a way of dealing a customer??? Then I get the number of the sales person from my messages and called him and he said he is available since morning, while the lady from front desk said he is not available... I don't know when I will get the delivery and I waiting a call back from the lady. I am sleeping on floor with my kid... Take the money, enjoy it for months and then keep the customer on hold. Good Job Ashley!!

Ashley should remember one thing when someone order (small or big) it not only attached with Money... it attached with the emotion of the buyer's family that they are going to get a new thing at home to enjoy. Ashley should understand they can't get out from this responsibility by showing some condition in the paper which "No one" read at all at the time of buying. I can promise my last business with Ashley... "Rooms to Go" or "Furniture Row" is much more better in this matter.

I wish someone in there to managements read this and follow their right path to satisfy customers need else no one would go to this store to buy anything cause I will start advertising everywhere I go about this company how bad their dealing is to their customers. My floor damaged are 5-6 hundred which caused by mail in the chair leg. They gave us another chair but why not inspect it before delivery and ensure it's clean product? Also before assembly they could have inspected and save the headache but when told management they kept saying "We do not cover this. It's caused by you." Ok no one buy Ashley. I want them to pick up all their stuff and refund my money 6000 ASAP if they want to solve or we will be going to small court to file a complaint.

When I called to tell them I have a warranty and am not happy with what was happening with the set they were very rude and told me it's not their problem. This store needs to cover anything that needs to be covered especially if it's defective material or CHEAP material. If the furniture is cheap and falling apart after one year they should replace IT! I expected to have this set for at least 5 YEARS!!! I want them replaced or my money back! Kirk ** was our salesperson in Oxford Valley, PA store.

Multiple phone confirmations were made with the store sales manager prior to the delivery date (12/22/2014). He confirmed that after his efforts (via emails & phones calls), the warehouse manager approved delivery everything in their original packaging to assemble at our house. They promised that everything would be available and only one delivery would be needed if we rescheduled the delivery on Monday, 12/22/2014. The delivery confirmation process two days prior to delivery also confirmed that everything would be available in their original packaging. But the Ashley contracted drivers (another company, not Ashley employees) delivered several pieces without original packages. In reality, many things were missing and backordered during the first delivery. Several deliveries were scheduled between 1/24/2015 and 3/22/2015, but none went smoothly even after confirmations.

On March 22, 2015, after having waited the maximum waiting window of 4 hours, a driver contracted by Ashley rudely and blatantly lied about the chest never having original packaging. He demanded that we first accept the chest, breaking our contract with Ashley, in which both parties agreed that all furniture will be delivered in original packaging – and then proceeded to refuse to unload all the other furniture, which did have original packaging. I contacted Ashley that day and let them know that I want to return everything – either I receive everything I agreed to pay for, in their original packaging as understood by both parties and confirmed countless times, or I return everything. Ashley’s salesperson said okay and he would call me back – but he never did, and neither did the store manager. Obviously the contract between me and Ashley ended because of the actions of the driver, the sales agent, and the manager.

The insurance the sales person insisted I purchase with our sales order covers our furniture for five years after the furniture is delivered. It does NOT cover damages or problems with quality prior to delivery to the customer. I paid the price of brand new furniture, and should not receive broken items or items without original packaging. The reasonable waiting period for back-order furniture is not unlimited. My patience ended after waiting four months and being treated despicably and fooled by Ashley and its contracted drivers’ malpractices. Ashley repeatedly changed its stance on the issue – first insisting that all items were delivered, then later saying that the items we didn’t receive yet were backordered.

One of the most basic business principles is that written contracts between customer and business should always be honored. At the very least, the customer should expect to be treated with respect and dignity – instead, I have been played like fools and treated like beggar. Despite all my efforts to confirm and reaffirm that Ashley would deliver all the pieces I ordered in their original packaging as agreed when I signed the contract and paid for the furniture, we were repeatedly disappointed at delivery time and given lies and excuses.

Most prominently, we were told that the furniture cannot be delivered in original packaging because the furniture cannot be inspected for defects – so we should be able to expect items like the left and right entertainment piers to be free of defects, as they were wrapped with cardboard, Styrofoam, and clear cellophane packaging in that order. What excuses does Ashley have for the missing shelves and shaking glass so well concealed in the hilarious packaging of those two piers, or the chest with the broken frames?

Regardless of whether the damage to my house caused by Ashley’s unprofessional service is major or minor, Ashley’s unprofessional contracted drivers damaged our brand new house; Ashley’s management has never apologized for its actions, instead employing the sophistic argument that the damages are minor. Ashley’s salesperson and customer service promised that the marble factory would call me to fix the marble furniture, but the marble factory never contacted me. Ashley’s attempts to resolve issues never materialized into actions.

I informed in a very rude manner that if the order was canceled there was a 10% restocking fee. Oh yes restocking on something that they did not even have in stock. That fee is $739.50. For a guy 62 years of age that is a lot of money to just be losing!!! So as I was asking questions the sales representative became very rude and went to the extent of calling me and my wife stupid. Yes, stupid!!

I was told there was nothing that could be done about the restocking fee, and that was policy from Corporate HQs. So I called them to explain the situation and ask for my money back. Only to be told again that could not be refunded and they did not have control over it because that is a store policy. Hummm store says corporate and corporate says store. Needless to say I will never, never walk into an Ashley store again, and I am going to be filing a complaint with the better business and I just might turn this over to my lawyer.

They finally sent someone and this guy looked like he had been retired for decades. Came in with a small bag of tools thinking he could fix the unfixable. Oh did I say the dresser had scratches all around and chunks of glue? So I kept on calling everyday until they finally set me up with a delivery date, which was today. It looked like they took a picture of the first dresser and made a copy because it had the same damages and the back was all wet.

The delivery guy called to let them know I was not taking the delivery so the lady I spoke to said I would get a call from the manager. And here it is almost 7 o'clock at night and haven't heard from anybody so that means that tomorrow I have to start calling them to resolve this problem. This is the first and last time I'm buying from Ashley Furniture and If I can help anybody to stay away from this store I will be really happy. Of course I will be happier if Ashley either delivers the dresser without being damage or just gives me my money back...

I get an automated call on Aug. 1st telling me my time slot for my appt on Aug. 2nd is 10:30 - 1:30. Not the best time slot as I have to take off of work again to be home. On Aug. 2nd receive automated call at 9:49 am saying they will be there in 30 mins. Tim shows up & is able to fix the reclining sofa. He even says that he fixed it better than when it was manufactured. I called customer service on Aug 4th to complain about the whole experience. Their compensation for my inconvenience is a $50 gift card. When I said that really doesn't compensate me for taking 2 days off work & all of the calls I made for an express appointment, they told me they are only allowed to offer 5% compensation for unsatisfied customers.

When I complained that wasn't enough compensation for my inconvenience they said there was nothing more they could do. I told them $50 would not even get me anything from their store without having to pay money out of my pocket, I was told to buy some throw pillows. I ended the call saying that I have been a loyal customer for over 20 years & have recommended Ashley to family & friends & can't believe this is all they can do. I told them I would not be shopping there ever again or recommending Ashley to anyone. A policy that only allows compensation of $50 regardless of the situation is a complete joke!!! Don't waste your time or money shopping there as the quality is below average & the customer service is no help at all!!

About 2 months ago we noticed on bedroom furniture on practically all pieces white specks developing and flaking of finish. This was a bleached grained whitish grey and black grain style finish. Cost over $3,000. We continued to watch this spread on different areas of furniture. We called warranty company and they told us that the warranty does not cover poor quality and poor workmanship. While this was unfolding I was relaxing on one end of the couch with recliner fully extended when in a split second I heard a wood cracking sound and at that point I was thrown backward. This sudden movement was not conducive for anyone, especially someone that has had lower spinal surgery and a chronic back issue resulting from my years on the NYC Fire dept.

After my wife helping me get out of this awkward position, she informed me that the whole back of the recliner was broken. I was still getting over the jolt to my back. The next morning while I visited my Chiropractor in Red Bank, my wife called the warranty company. After one month of trying to get them out to home, they finally came out. The man from warranty took pictures, evaluated furniture and told us that he could not repair the couch. He told us someone will be getting in touch. In the meantime my wife and I brought a nightstand back to store to show them and explain to them where I purchased it that it was inferior quality and I want something done. I told them this is a scam. This warranty does not offer any protection for the consumer. They told me their regional office manager in New Brunswick will be in touch.

After many days and some calls this manager BIBI finally called. She offered us a 10 day time limit to pick out another bedroom set, as well as a new sofa and love seat set. I informed them in writing that I will not accept this offer due to the poor workmanship and cheap quality they are selling. I refuse to remain in the hands of a company that dupes people on warranties as well as responding when they feel like it to a problem a customer has. Its time us consumers to stand up. They have since informed us that they will give us 6 weeks to select something new. Totally unacceptable.

I have since notified The Department of Consumer Affairs for their shady practices. I hired my family attorney to file a case in county court, and also filed a dispute with credit company. You can read other consumers who have almost the identical complaints. I will not stop until I receive a full refund on these items as well as the money I spent on that bogus warranty. They can avoid litigation by offering a refund. If they can exchange they could refund... Come this Saturday I will load my trailer up with the broken couch and flaking pieces of bedroom furniture and will protest peacefully outside of their corporate office in New Brunswick. ASHLEY FURNITURE YOU SHOULD BE ASHAMED WITH YOURSELF. Anyone with the same problem contact me or email; **. We are stronger in #s.

On July 12th another conversation in which I tried to reschedule a day but I insisted I could not take another day off from work during the week. I was told they can only schedule techs during the week. After a lengthy conversation with Stacy, I was asked if she could call me back after she looked into getting a Saturday appointment. Again, no call back! So on July 26th 2016 I called again and spoke with you guessed it Stacy! I asked if she remembered me and I would like to speak to her supervisor Kim. Stacy's tune changed. I was briefly put on hold and then when Stacy returned she said I was scheduled for a tech on July 30, 2016. And she would personally call me with a time frame.

Fast forward. August 2, I called yet again and was told I was schedule for August 6th??? That was not what I was told from my call with Stacy on July 26th. I was then asked for my number again and was told not everyone was in the office and they would need to call me back. Customer Service at the Elkton corporate office is alarming.

5 weeks go by no replacement. So we call again, because no one EVER calls/follows up with us, and they say the person that handles claims is off. We have to call back. Monday we call back and now speak to a manager, guess what??? No rep was ever sent at all. Juliana the manager would like us to call back tomorrow to make sure everything correct. Seriously that's all we have been doing is calling and no one does their job. So fail for Ashley for furniture that lasted 8 months and the Gbs insurance they sold us that claims on their website to make things easy. Total **.

Today, after waiting 45 mins to speak to someone, I was told, "Yes, it does state that but when you click add to cart, it states delivery via UPS". Ok, but again, I trusted that what they advertised was the truth, thought maybe they meant, they'd set an appt. I was told nothing they can do. No apologies, etc., nothing. I asked her to set up a return for every item I had already received and for any ones I'm still waiting for and she said she had to wait until after every item was received by me. I am beyond upset. My son could've had his new furniture already had we gone somewhere else. I have never had such horrible customer service experience! I am also contacting the BBB due to their false advertisement.

We live 60 miles from the store, and were in there purchasing for two hours, which was ample time for someone to have given us pillows while we waited. We received no call back on 7/8/16, so we called again on 7/9/16 and asked for a status update and were told someone would call us back. We called again at the close of the business day on 7/9/16 and were told the photos were on the server and confirmed we were delivered the wrong nightstand, and that they could not deliver the correct furniture or address the bed issue until the following Monday (7/18/16). Again, we took off work and waited for the delivery of the correct night stand and to deal with the broken bed issue. The delivery did come, and they swapped out the night stand and confirmed the bed was broken and took photos and stated we should call customer service immediately to get the issue resolved (which we had done the day it was delivered initially).

We were told that again, they could not schedule anything until the photos of the broken bed were uploaded, and someone would call us. We again received no return phone call, but had to call back ourselves the next day (7/19/16). Once again, we were told there were no delivery spots available for a week. We took off work AGAIN for delivery between 3 pm and 7 pm on 7/25/16, and when we had not heard anything at 7 PM, we called again. We spoke to both Alicia and Rebecca at the Lakeland store, multiple times about this order/delivery. We were told there was one delivery in front of us and they would be out. At 8:58 PM we called AGAIN, and were told they were at the delivery prior to us. At this point, a furniture delivery after 9 PM is unacceptable, especially with no prior arrangement. No one ever showed up and no one ever called us on 7/25/16 for any updates - all phone calls were initiated by ourselves as the customer.

Of course, at 10 PM, no one at Ashley Furniture anywhere is answering any phone calls. I called customer service on 7/26/16 at 9 AM and was only offered to re-set up the delivery for the following week, at which point I noted that was unacceptable, and the CS rep stated that was all he could do other than sending an email to the warehouse to see if they could do it sooner. No apology that no one showed up, no attempt to escalate and make this right, just "we'll give you the next available appointment." I told him at that time that if that was the extent of him being able to help me, I wanted to be transferred or have this escalated to someone who could make something happen, and was told that anyone I was transferred to would only be able to do the same thing. I also asked to be included on the email he was sending out, so I could confirm it was being done, and was told he could not do that.

I called the local store where the furniture was purchased and spoke to Yarima, who stated she was the customer service manager there, and she would look into it. I expressly told her that if the situation could not be resolved by the end of the business day on 7/27/16, I wanted to set up a time for pick up of the entire bedroom set because I was not willing to wait any longer, and had been patient enough with all the issues up to this point, especially the poor communication about late/no show delivery. I also asked her when she thought she would have some information, and she told me that she could not give me an exact time, but that she should know something by 12:30 or 1 pm.

At 4:58 pm, when I had not heard anything back, I called and spoke to Yarima again, and this time was told that the truck that was supposed to have delivered my furniture had not checked back into the warehouse, and that they did not know where my furniture was at the moment, therefore, could not tell me anything. She indicated she was leaving at 5 PM for the day, but worked from home and would contact me if she heard anything, otherwise she would be in at 11 AM the next day and would follow up. At 11:30 am on 7/27/16, I once again called the Lakeland store since no one had contacted me, and was told at that time that Yarima does not come in at 11, she comes in at 1 PM. Clearly, since I have received no phone call with any arrangements, the furniture will not be delivered today, nor have I been able to speak to anyone regarding the issue.

At this point, I just want someone to come pick up the damaged bedroom set that no one seemed to care about making sure was replaced appropriately and timely. My daughter has not had a bed to sleep on for 3 weeks now, and I have missed 2 days of work waiting for an issue to be resolved that still sits the same as the day the broken bed was delivered. I continue to try to speak with someone regarding pick up of the defective furniture and a full credit back to my account for this bedroom set so I may purchase something functional immediately. I did not receive the functional and intact merchandise I paid for. It is my right as the consumer to return such goods for a full refund of the purchase price of the bedroom set, with no re-stocking fee for their poor product, poor delivery and poor customer service.

To begin with they ignored all of my threats assuming I would give up in frustration. Well, we did not give up. After about 2 months of getting the runaround, we contacted the Better Business Bureau of Southern Piedmont and were fortunate to deal with Mary **, Manager of Operations. This was the best thing that we could possibly have done. The BBB was extremely efficient, professional, and apparently knew how to push Ashley's buttons. They knew who to contact and how to communicate with them. Without the BBB we would definitely have had to turn the matter over to our attorney. Thank God we made contact with the BBB otherwise we would almost definitely still be involved in the matter.

The following is some of the details of our experience. If you want pretty much complete details along with copies of my letters, emails, and photos of the furniture, you can contact BBB at "**". Again, all of this went on for 4 months before we were able to make settlement with Ashley. Very Horrible Experience trying to deal with store personnel, especially with the store manager, Mr. **. I kept a daily log record of all of the details of what I had to go thru.

On March 30, 2016, I visited Ashley Furniture HomeStore, 430 E. McCullough Drive, Charlotte, N.C. along with my husband, Bob. We are both in our 70's and did not deserve the terrible treatment we received after they found out we had a problem with their furniture. We selected a group of furniture, including a power reclining sofa, a power reclining loveseat, a power reclining rocker, all top grain leather. Other items were a coffee table and two end tables. We also bought some pictures, a wall decoration, and a small rug which we returned the next day since they didn't suit me.

The invoice total was $5,267 including tax & delivery and minus the pictures, etc. that we returned. On April 5 they delivered the furniture. We noticed that the loveseat had a larger than normal gap between the two seats. A call was made and it was agreed that they would exchange this for a new sofa. Then, later that day, we noticed that large sofa was mashed in on one side and, upon inspection underneath, discovered that the framing was totally busted into pieces. We then decided that we did not want any of the furniture. Ashley said they would not accept "return" of any of the furniture. They would only agree to repair it, including the sofa that they previously agreed to replace. They had changed their offer and would only offer to repair the furniture and would not replace it with new furniture.

So, a couple of days later when they came to pick up the damaged furniture in order to repair it and after the guys had loaded the damaged furniture, we told the delivery guys to also load the rest of the furniture, that we were not going to pay for it because the major pieces were damaged and defective and the other pieces were matching pieces. We told them that we had received an O.K. to do this. (We had not, but were desperate to get it out of our house). They then loaded all of it on the truck. The next day I wrote a detailed letter and sent it special delivery, return receipt requested, to the local store manager requesting that we be given full credit for everything that had been returned. Within a couple of days we received a statement which showed that we still owed the full $5,267.

We then went to the local store to inquire how we could get our account zeroed out since they had picked up all of the furniture. The store manager told us that Ashley had changed their store policy just that morning and that we would have to go thru their customer service dept. We inquired about the delivery and restocking fees and were assured that there would be none since the furniture was damaged and defective. Later that day I tried to contact the service dept. 4 or 5 times without success. The next day I wrote a comprehensive letter to their service dept., to their warehouse division, and to the local store manager.

Within a week or so we received another statement from Ashley showing that we still owed $1,446.99 in delivery and restocking fees. I starting making phone calls to the local store and to all of the phone numbers shown on the statement. Every time I called I either got an answering machine stating to leave my number and they would call me back OR I got a person with no authority to help me. I never ever received a return phone. Their store motto is to "ignore the customer when they have a problem". They always referred me to another dept or to another person who also had not authority to help me who in turn would refer me or transfer me to another person who also could not help me.

Over the next week I probably made 25 or more phone calls and accomplished absolutely nothing. These phone calls went on for another week or so. I am definitely convinced that Ashley personnel are "trained to wear you out" by delaying and frustrating you to the point that you "give up". In the last week in May I wrote a letter threatening to contact the Better Business Bureau, to contact the local TV station "action line", and if I could not get any results to turn the matter over to my attorney and have them sue him for the contested amount, and for as much as he thought he could possibly get for the harassment and aggravation, plus his attorney fees.

A week or so later when I had heard nothing from Ashley, I contacted the Better Business Bureau of Southern Piedmont, Inc., 13860 Ballantyne Corp. Pl, Suite 225, Charlotte, N.C. 28277, phone 704-927-8611, Mary **, Mgr of Operations. She began working on my complaint around the first of June, 2016, and, was able to accomplish what had seemed impossible a couple of months earlier.

However, Ashley was determined to not refund the $284.01 balance we had charged on one of our personal credit cards. On June 30th they stated in an email routed thru BBB that "We will not be refunding the delivery fee. Although the merchandise has been returned, we still delivered it initially". In an email thru BBB in response I stated "So, Ashley contends that we should pay them to deliver damaged & defective furniture. How incredible! We have been in touch with our attorney who still thinks that we would have an extremely good case and a chance to get much more than the amount in contention". The next day we received an email thru the BBB as follows " We understand that we have not met Mrs. ** expectations, therefore, we will issue a refund for the remaining balance amount."

The first week in July, after about 4 more contacts with Ashley, the BBB, namely **, was able to get Ashley to finally agree to refund the amounts owed to us and to write off the entire balance of the store credit account. The BBB was very prompt, precise and professional and they know who to contact within a company and how to get results. The BBB can get results with very little hassle if the company you are dealing with is a member of the BBB.

One drawback that I discovered in dealing with the BBB is that if you are smart enough to check with them BEFORE you purchase anything from Ashley it can be very misleading. This is true because Ashley may have a very good rating that does not tell you the whole story. This happens because of the way Ashley works it out. They ignore, delay, give you the runaround to the point of trying to frustrate you into giving up trying to get your deserved refund or settlement. But, when they realize that you are persistent and are enlisting the help of the BBB while also threatening to hire an attorney, they then give you the refund you deserve. It is definitely very misleading for Ashley to get a good rating when they try very, very hard to beat the customer out of refunding what is rightly theirs.

They know, in many instances, that the customer will give up in frustration. I am convinced that they especially target the elderly and the uneducated. Well, we are both elderly but, my husband is a retired tax accountant who sometimes still enjoys a challenge when he knows he is right. He was determined to not let Ashley keep a penny of the money we paid them.

If you have a problem with Ashley Furniture Homestore, (and you will if you unfortunately do any business with them) the only way to deal with them is thru your local BBB, while at the same time, threatening to have your attorney sue them for the contested amount plus damages suffered due to the harassment and frustration they have put you thru!!! Save yourself a lot of trouble and grief if you have to deal with Ashley Furniture Homestore and file a complaint with your local Better Business Bureau! The best thing you can do for yourself is never never purchase anything from Ashley Furniture Homestore!!! I sincerely hope this will help those people unfortunate enough to have to deal with Ashley Furniture Homestore.

What they did not tell us at the time of purchase is that they have a clause saying that they can charge us 10% no matter how long it takes them to deliver the furniture ordered. This company will make money whether they sell furniture or not. They actually want me to pay them for the headache they have given us on and they never call back when they say they will...

Two weeks went by and no return call. I called in and talked to another service rep and went through the entire story, again. She said she would contact the service mgr at the store and call me back on what progress has been made. Another two weeks go by and no callback. I started to count and on the 9th call, I finally got a return call from the original service mgr. She said she had been emailing Sharon ** at corporate the last 12 weeks, yes you read that right, 12 weeks with no reply from Ms. **. I asked for Ms. ** direct number and called her.

Her immediate response was quality was not warrantied after 12 months. I told her this was beyond a quality issue and sent her some pictures of the crappy furniture and as I anticipated, was told, "Sorry, there is nothing we can do for you." Well, I can do something for Ashley and write this review. I think I've written 2 or 3 reviews on anything but the lack of customer service and their abject failure to back up their product prompted me to do this. Bottom line, avoid this chain and look at reviews online for furniture stores that have good reputations of standing by the product they sell.

On 19 July 2016 I received a call stating that they want to deliver on 22 July. I told them that I cannot take another day off of work to accept delivery and a Saturday would work. The Representative stated that (Saturday) the 23rd was unavailable and that the earliest was the 26th of July. I again stated that I cannot take another day off of work. She told me that I would have to call the store to see if they can assist with the Saturday delivery. I called the store and they just transferred me to the Customer Care Center for delivery and after explaining everything again the person told me that I was scheduled for the 23rd. I was like great. Good to go.

Then today 21 July 2016 I get a call stating that they want to set up delivery. I was like "what do you mean? I was told the 23rd was good to go." The representative stated that there is nothing scheduled and that the earliest was the 28th of July. I could not accept the 28th of July because I am out of town for work. The representative told me that the next Saturday delivery was 6 August. I told her that was unacceptable. I was promised the 23rd of July and I wanted my furniture delivered on 23 July.

I asked to speak to a supervisor and she put me on hold. A few minutes later I went through the same old run around and he stated that the earliest they could deliver was the 28th. I asked about the 23rd and he said all the trucks were full. I said "I was promised the 23rd so you just bump me and not even give me a courtesy call." After 5 minutes with the worthless supervisor he said that the earliest Saturday they can do is 6 Aug. They kept say "we understand how you feel." Come on man that is the same BS line everyone is told to tell customers. If you screwed up just tell me; I can at least accept that and will accept a later delivery but if you give me the run around I am going to make your life miserable.

This is the worst customer service I have ever experience and I am in the customer service business. Ashley calls it the Customer Care Center but all they care about is your money. They don't care in helping you. So now over a month after I have purchased my furniture and the company has their money they just blow you off. So from here on forward I will not purchase anything with the ASHLEY name and I will try my best to ensure that everyone I know does not purchase from Ashley either.

After conversations with Customer service and Corporate customer service and stating that we will not be back until September, they again will con guarantee that I will get the table because they only hold the merchandise for 9 days. They are holding my money for 3 months!!! I asked for the number of the President of the company WHICH THEY REFUSED TO GIVE. CAN SOMEONE HELP ME!!!

Tonight we went to the store and demanded our refund in full. The person at the desk said she had to retain the cost of the mattress covers. That was not too fair as we did not get the sofa and mattress thus we have no use of it. After a long discussion she finally said she would refund it. Wow what a bad experience. STAY AWAY FROM THIS STORE. THEY ARE RUDE TO THE CUSTOMER AND DO NOT HAVE ANY PROFESSIONALISM. Never again.

Mind you, we also paid extra for the protection plan and the company for the protection plan is also refusing to cover the damages. So what does this say about their quality of services? Steer clear from their furniture and if you must buy something, don't waste money on the protection plan. All they do is come up with excuses and reasons why they shouldn't cover the damages leaving you with poor quality damaged furniture, owing money for broken furniture, and having to purchase new furniture from a furniture with better quality (like Bob's Furniture) anyway. Plus the way they handled this whole mess seems to be completely unethical. BBB and NJ news next!

The delivery time was supposed July 7th not July 9th so when I received a call saying my order will be delivered late evening I'm thinking 6 or 7 pm not 9:30 pm. I received a call around 9 10pm on July 9th saying, "Will you accept a delivery. We will be there by 930pm." Come on really? My 2 year old daughter is sleeping. I refused delivery. I'm really not happy with Ashley furniture and how you have conducted your business. I would like to inform you I will be looking into contacting a lawyer for false advertisement. I would like to receive a phone call from who this may concern. So I canceled my order.