Ashley Furniture Reviews

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.

Many calls and months later they picked up the trash and kept it for two months then lost it. We were finally refunded a partial amount months later and after many hours of calls. I want to go when they are having a big sale and tell the customers they are worst than the baddest used car salesman ever to live. Burn in hell scumbags. Hope they come back to break into the garage again, the alarm will wake me this time.

Still to date they haven't fixed the problem, because truth is they can't fix the problem. They could however replace it, but are unwilling to do so. I only wish their employees sitting behind their desk making these decisions not to stand behind their product had to sit in this furniture that they deceive the public with. That, I believe, would solve problems like this as they all would surely quit and take a more comfortable job like running a jack hammer!! I solemnly pledge never to buy their products again.

The "store manager" called back at our request and apologized and said they would expedite ordering the parts. They have had 7 weeks to get this done. He assured we could get a Saturday delivery. Customer service called back again to reschedule and we were advised Saturday was not available and we had not been informed it was so they would have to call back again. Very disappointed in the experience and the manner in which it was handled. Will not be using Ashley Furniture again. Plans were to purchase living room furniture and accessories, but will be going elsewhere.

Purchased the warranty on the furniture and now that I sent pictures and complained to the service dept. I am told that they find no issues and there is nothing to do about it. I have purchased furniture from Boscov's in the past and had it for many years with not so much as any wear to the covering or issues at all. Actually gave the furniture away to buy this crap from Ashley. I will try and get rid of this horrible furniture and go buy a better quality somewhere else.

I had Value City furniture before I bought from Ashley. When I had these kind of rips on their sofa, at least their warranty covered for it and gave us FULL store credit. But, the next one I chose Ashley, for it's brand value I didn't mind spending more money. But their quality turned out ever poor! I would never recommend Ashley to anyone, nor their protection plan that they offer!!!

My friends then told me the box springs were going to be delivered, they thought, on a Friday. Since this was not going to be possible for me, I tried to call to let them know right away this time would not work (started calling on a Tuesday). I was given another number to call where I was told that we were not on the schedule, but I would be notified as to when the order would be delivered within 24-48 hours prior to delivery. No choice on my part... it was their "policy". So, I then got a notice asking me to confirm that the delivery would be between 8 and 11 on Friday.

I called, held the phone for 25 minutes, and after telling her I was frustrated with them, yada yada yada, she said they could reschedule it for the following Wednesday but they couldn't tell me morning or afternoon. So, I explained to her that it put me in the position of not being able to schedule anything else on that day, but she said that is the way it works. So, just when I was about to say "OKAY" (this after saying a lot of other things, I can assure you), she said since I was making a "change" there would be a $79 change fee. Unbelievable... their deception with substituting bunkie boards for box springs, their charging my friends $79 more for box springs ($79 must be their magic number), not being able to schedule deliveries but being told when it would be coming, and then wanting to charge an additional $79 if you try to actually schedule a delivery like most companies do.

After that the clerk told me he would put in a refund for me and that it would take 14 days for it to hit my account. The was on May 26th, I check my account NOTHING on the 14th day. So I call on them on June 9, they told me that they have sent the approval for refund and it should be in my account on June 14th or no later than June 21st. So I check my account today and GUESS What No Money, today is June 21st. So I call and now the Load of Crap is they put the check in the mail and I should get the check in 2 weeks. I WILL NEVER!!! DEAL WITH THIS CROOKED COMPANY AGAIN!!!

The rep came out on 6/8/16 and reviewed the product. He advised us that it is a new line of couches with a new line of cushions and it appears that our couch and loveseat are both defective. He took pictures, documented on his galaxy tab and advised us that he was sending in the information to Ashley Furniture so that we can get an exchange for a different product as the problem was going to keep occurring. He stated someone from Ashley would contact us within 24 hours. After 4 days of waiting for a call, it was clear we weren't going to get one so we called store, only to be told that the tech's notes state nothing about the product being defective and that we are only to get more cushions sent out.

When I advised that we did not want more cushions, we wanted a different couch the rep stated, "Sorry, cushions is all we can authorize." The couches are less than 2 months old and are clearly defective, yet Ashley refuses to do anything to rectify the problem with their so-called "high-quality material." This is unacceptable and terrible business practice.

MAKE SURE YOU GET FULL DISCLOSURE ON DELIVERY POLICIES if you decide to buy from them. I had spoken with Ashley's sales team and managers giving them a window of 4 hours (morning or evening) which THEY SAID, "WE WILL WORK WITH YOUR TIME"... Bunch of lies. At the end I had to take the full day off to comply with their delivery time. If I would not have agreed, I would have had to reschedule and paid for the extra delivery fees. I even asked to have the delivery on a weekend which would have cost me extra... but the only way to do it is to go to the store which is 45 minutes away from home. I guess they do not know your credit cards payments can be taken over the phone!!!

After waiting for almost 4 weeks for the new furniture YOU WOULD BE EXPECT FOR ASHLEY’S FURNITURE TO CARE A BIT MORE FOR THEIR CLIENTS. It is like the only thing they care is to find ways to get more money from us. EXTREMELY DISAPPOINTING! I had to re-schedule business meetings to comply with their demands. Ridiculous, I thought the deliver time should work around the clients schedule not the other way around.

After discovering several other items with identical mark-ups I approached customer service to inquire about the increased pricing. The customer service rep informed me that the on-line price was a "sale price" and that Ashley Furniture is a franchise and the $759 is the "retail price and the MSRP", and when I asked for the store manager he told me he was the store manager and further displayed unprofessional and disrespectful mannerisms and comments. Further research showed an average MSRP of around $350-$400. This, in my opinion, is the old "bait-and-switch" sales tactic and I believe some light should be shed on this irresponsible business approach.

I did not pay for a refurbished couch, and I requested an exchange, which was denied. I took out a warrant in debt to request a refund; however, you must file the claim in Fredericksburg, an hour and a half away, and I have to contact an attorney to find out who should be held accountable. They are in the business of defrauding the public, and with the legal systems' assistance to the store, it is very difficult to resolve issues, and impossible to get a refund. I will be also contacting Twelve On Your Side Broadcasting System.

My husband waited around on Wednesday for the sofa to arrive, he received a call on Wednesday afternoon that the delivery had been rescheduled for Thursday. There was no reason provided. Well we weren't going to be home on Thursday, so we had to reschedule for the next available time. Very annoyed at having wasted a vacation day on Wednesday, and that there wasn't more notice given by the company. Nevertheless, we booked delivery for the following Saturday. I phoned ahead to make sure that everything was still going as planned, after waiting on hold and being transferred around to the store and to the customer care (which is super unhelpful by the way!!!) I was able to find out that the delivery had been rescheduled again. What!? We didn't even receive a call this time! No notice whatsoever that the sofa was not going to be arriving on its scheduled delivery day.

There was no apology from Ashley customer care, the customer care rep treated me as if I was a nuisance and was so unbelievably unhelpful and indifferent. It is extremely frustrating not being able to speak to anyone who actually cares. I rescheduled the delivery for a new time. The delivery was rescheduled by Ashley without notifying us once again. At this point we were so frustrated and actually couldn't believe that a company can operate this way. The communication between the store, the customer care department and the delivery people is nonexistent and no one cares about the customer. At this point I had lost all trust that the sofa would ever be delivered, but we tried one more time. We waited all day on a Saturday after confirming earlier in the morning with the store that the sofa was on the truck and was being delivered that day.

My husband even received a call from the driver saying that they would be at our house in 45 minutes. At 4 pm that afternoon I phoned the store, the sofa had not arrived yet. It took an hour of talking to the store and customer care to find out that the driver had been turned around by customer care for whatever reason. The customer care rep actually hung up on my husband when he started asking what the problem was. So... the sofa was not being delivered that day either. There is no accountability whatsoever from Ashley!!

My husband and I cancelled the sofa purchase after hours of wasted time on the phone with very unhelpful and indifferent supposedly customer care representatives. We cannot believe that this store is still in operation. We wished that we read the reviews before making a purchase! We cancelled the sofa purchase in May, and it is June 13th and we are still waiting for our refund. I will never purchase anything from Ashley ever again, and I will make sure all my friends and family know of our terrible experience with them. Ashley Furniture is the WORST.

When my husband left he asked that the account be closed. He was told AFTER the fact that he has to call Synchrony, who doesn't cancel the account but keeps the process rolling, sends you a card and tells you to cancel. That's another derogatory hit on your credit. So, when I call to complain the lady who answers the phone is FULLY AWARE that it is a hard hit and tells me who was dealing with my husband because Jon wasn't in. I get Anthony, the supervisor, on the phone and he is FULLY AWARE that it is a HARD credit hit and is even aware that it brings your credit down 29 points!!! FOR FURNITURE!!!

He's nonchalant about this and is just like "I will have to talk to her." Then asks me if I want to talk to her... I flat out asked him: "Do you want me to cuss her out?" So, dingbat, Shana, gets on the phone and claims that she NEVER knew or was TOLD that it was a HARD credit hit. She then tries to blame the damn kiosk because it says it's checks your credit. Dumbass, there's a huge difference between a SOFT credit hit and a HARD credit hit. So, I asked if she was the customer wouldn't she want to be aware that a HARD credit hit was going to be run. This ghetto troll responds: "No disrespect but I would've asked."

No... You INFORM the customer!!! People ONLY DO BUSINESS with people they trust!! She goes onto to say that NO ONE who works there informs the customers that financing involves a HARD CREDIT hit. Long story short, SHANA and ANTHONY ruined Jon's sale that he had worked on and been nothing but the epitome of a compassionate, ethical and professional salesperson!!! They're GHETTO and RATCHET!!! If you do go to this store... ONLY deal with JON!!!

I called customer service, which was a joke. When I finally got through to someone. I called the number which told me to call the store to see if we could 'work it out'. The representative at the store straight up said that customer service was trying to dump it on them and they can't help me, to call back customer service. I called back customer service. I explained that I would be happy to get store credit. The rug is falling apart and is unsanitary. She asked me to send photos illustrating the issues. I emailed them that night. I received an email that it was received and that she would let me know.

A week and a half later, still no call. I called the customer service rep and left a message at her extension - still nothing for a couple of days. I called again and she answer. She put me on hold and then proceeded to tell me that there is a note from the manager, Darlene, that 'There are no returns on accessories', period. I said "Even though the rug is falling apart and we spent $400 on it?" She just kept repeating the note. I asked for Darlene to call me back. Yup, that never happened. This is unacceptable, and poor business. Buyers Beware!

Read some reviews of Ashley's and was a little worried when I read so many people having warranty exchange issues. Finally called around the last week of May for warranty coverage. They sent a guy named Jose to check it out. After I pointed everything out he felt it was easier just to exchange than try to fix. Week later (today) they told me they're exchanging for new couch and set up delivery for me. It couldn't have gone any easier!

After we get home, I question why it was almost $2500 for the two pieces so I starting looking online. The online ad had these two pieces at 25% off while the store only offered 15%. Next, we were double charged for delivery. One item was in stock and the other was about a week out. I told the salesman that they could hold shipping until both items were ready to go so I wasn't double charged. Well he told me that he checked with his manager and we wouldn't be charged for both even if they shipped at different times. Wrong, charged twice. Extended warranty was also charged for all three pieces while I was given the impression that the one price covered everything. Note here... only one item really needed the extended warranty because it was a power recliner. Also was told that it covered everything, including pet damage but right after all was said and paid for, recanted and said that no pet damage was covered... huh?

So upon review we paid almost $500 more than we should have. Yes, buying the warranty was our choice but instead of being just $149, it was the $149 plus another $99. We went back to the store and questioned the salesman and the store manager. Why were we not told that online was much cheaper and not given the option to purchase that way??? If our salesman had told us that little secret upfront, I might have bought a new end table also. Instead he kept quiet and went on to lie about warranty and shipping charges. The store manager offered to meet the online prices and even give us an additional % off but by that time we were done... like put a fork in us done.

We wanted a full refund, simple enough, no. The customer service girl did a refund minus a small item we kept. I noticed that the numbers didn't add up and I was right. She left the $149 extended warranty charge!!! Said she didn't see it??? I'm glad I did some "ciphering" before we left the store for good. After that encounter and reading all the other reviews about the quality, or lack thereof, of the furniture we will go somewhere else. God, I miss Wick's. ;)

We were not happy that we would need to pay for shipping again given that the bed was defective from the beginning. We spoke to a customer service person and after browsing other bed sets, we found one that was suitable to our needs. The problem was that it is significantly more expensive. We were told to wait so we did for over an hour but the sales person did not make himself available. They tried to assign another sales rep but he then got another customer. We had to leave and we were told the limited hours the sales rep had.

I call the store during one of those days hoping to talk to him. I left a voicemail with specific details for him to contact me but my call was not returned. I sent an email but he did not respond. Over the weekend I called again and this time I was able to get a live agent (instead of a recording). She located him and told me that he was with a customer. I told her that I had sent an email. She then located him again and told that he was going to respond. She said that for replacements, we needed to go to the store... A few minutes later I got an email. In there he claimed that he did not know which set we liked. (All the details were in my email but he did not read it.) We have gone back and forth since then but we have not been able to resolve the issue.

We bought our original set on a budget and it was portrayed as durable but it has not been the case. Now they are forcing us to buy a more expensive one and even charge us for additional shipping. I asked for the protection plan on the original bed set to the voided and apply that credit to the new purchase but that they claim it cannot be done. The level of frustration is high and the distrust for the company and the sales rep even higher. Overall, we got a bad product and the service after that has been worse.

I told him that "This is what my furniture looks like 3 years later and they said it would last a lifetime, so now what are they going to do because I paid for good furniture plus warranty and you sold me crap and ripped me off because your extended warranty doesn't cover anything." He said he would have to call someone, but there was no need to cause a scene and he would call me back first thing Monday morning when he heard something. So I waited and no phone call so I called him and the front desk lady. He was still waiting but when he heard something he would call. So I called back in a week and the lady said he wasn't there but he was working on it and give the dept We Care at Ashley call again.

So then I was mad so I filed a complaint against them on Better Business, so someone called me back told me my furniture would be fixed. They were sending out leather and for me to call when it got there to set up a date for person to come put it on. I did that and guy came out and there was only enough leather to fix love seat so he didn't do anything but take pics and left. Said he order more leather. So I waited. No more leather showed so I called. Apparently the guy didn't do what he said he was going to do so lady on the phone said she would do it. Order the leather. So I waited again. And once again nothing so then I called again and I got transfer to the We Care Department and for some reason this department doesn't have a clue of what's going on. They said since I was dealing with a third party person they have no pics.

So now it's 2016 of June. I have sent all pics to these people and now I'm waiting on some to review my file because now they say they can't find a serial number and I told them "Well I sent you a pic of the tags on the furniture and they stapled the leg of the furniture through it so you see what I see. That's why I sent you an actual copy of the order form when I order the furniture so you could see what each item was with the item numbers on it." I was also told that the leather was sent to the manufacturing company and was waiting on response from them too. But as you can tell that never happened either. So the lady today told me to be patient. The lady that was handle my case was off for a few days and she needed time to review my case and would email me back today. So I can tell you I would never buy from them again, and the customer service is the worst. They just jerk you around.

When I called Customer Service, they could not find my order and left me on hold twice for over 40 minutes before I hung up. Inside the shipping label is a note saying shipping will not be refunded, even if item arrives damaged. So I have to pay to have a 100 lb table returned that was left on my porch damaged. And good luck getting a human being on the phone. Run, don't walk away from this company. I am going back to Macy's Furniture who has given me exceptional customer service in the past when things have gone wrong. The Ashley website is misleading and missing key information about delivery and returns. Save yourself a lot of hassle. Go elsewhere.

I returned a throw blanket for $30 and 3 months later my card is still not credited that $30, so I'm not about to wait another few months just get me back the difference of $204.51. Then I asked to speak to a manager at the Mesa location and the customer service girl Danielle told me she's above everybody in that store today. I found out as I was walking out of the store she wasn't. She was only head of customer service so I talked to the assistant manager and he wasn't comfortable crediting back my debit card either and asked me to come back tomorrow to talk to the store manager which I will do. I recommend not doing business with Ashley Furniture because I know I never will again!!!

Ashley Furniture should rename themselves Ashley Fix-it Homestore. Any furniture that needs fixing few month does not speak well of the product. Ashley thinks they are doing its customers justice by sending someone out to make repairs of their cheap high-priced furniture. Ashley is ripping us off. "Buyers Beware" that Ashley products only look good but it is not worth the price and will not last. You can count us in Lisa of Hyde Park, NY on the Class Action Law Suit.

I received an email May 2nd stating they were reviewing my claim after I emailed them APRIL 25 inquiring about the claim. I called back on MAY 6 and spoke to Toni. She stated they were waiting on the company to make a decision on repairing the recliner. I sent 3 emails MAY 12 notifying them the other arm was peeling and needed repair, and would like to know something about the claim but never received a response except to say that I had met my quota for sending emails and all 3 emails were undelivered.

I called back on MAY 16 and spoke to Alex. He stated, "Still no response from manufacturer." He stated I couldn't speak to anyone at the manufacturer about the claim but had to go through them. I requested to speak to a manager and was put on hold for 15 minutes. He came back and stated Crystal, supervisor, was out and would be back tomorrow MAY 17 at 10:00 AM, and she would call me about my claim first thing the next morning. Stated she was the one working on my case and no one could get in her cases to review them but her. I NEVER received a phone call.

I called back that evening on May 17 and requested to speak to Crystal, supervisor. They put me on hold for approx. 10 mins stating she was on the phone. I hung up and called back, and spoke to David. He stated there was no Crystal that worked there and then stated they never received any pics. I instructed David I knew that wasn't true because I had received an email stating they had received it because they were reviewing my claim. He stated someone would call me late evening or the next day. I told him I was calling BBB and Consumer Affairs because they were jerking me around and they wouldn't help me and kept telling me lies. I hung up and went to file a claim and I received an email immediately stating they approved the claim, and the material would be mailed to me 7-10 days, and to call to set up an appointment for someone to come out and repair the recliner.

On May 26, I called and spoke to Jeremy. He stated it showed no appointments for someone to repair the recliner till 2017 but thinks that was wrong. He also stated the date to fix the recliner was supposed to have been set up 21 days out from when the part was ORDERED and stated that was being lazy on the Customer Service person. I shouldn't have had to call in to set up a time. He stated the earliest someone could fix the recliner was July 15. When I opened the package, there was only one part to fix one arm of the couch instead of both arms.

I have been around and around with them, and they will not fix the tearing of the leather, and I cannot get anywhere with them. Each person that I speak to tells me something different each time. I want both arms of the recliner fixed at the same time, not at different times. I requested this from the start but they continue to ignore the request. Not only that, I filed the claim April 12 and ONE ARM IS GOING TO BE FIXED JULY 15, 3 MONTHS LATER!!! Can someone please help me with this matter to get what I paid for? And I PROMISE, I WILL NEVER BUY ANYTHING FROM THEM AGAIN!!!

Long story short, I was promised by the store manager, a ** guy in my he Greece any store. The store wouldn't even give me his name after knowing I had a complaint. So I can only refer to him as the ** guy from here on out. The ** store manager promised me a $70 concession to the trouble I had getting the correct furniture. Ashley corporate had made the same promise. Four weeks later zero. I'm in the process of disputing it with my credit card. I will never go back to that horrid store again.

At that moment I was starting to lose my patience because it has been more than month waiting for my furniture to arrive. Again I agreed on their terms, however I specifically asked for a delivery on a Friday afternoon after 5pm which they promised they will. On that day I get a phone call at 12pm from the delivery guy telling me he's at my place to deliver my items. At that moment I call straight the delivery team and I explain them of the situation and I insist on telling them that they haven't kept their promise of delivering it at the time I wanted, while keeping in mind that it has been 2 weeks past the initial delivery date. I end up speaking with the manager at that office, she promises me delivery for that Sunday. However, at the end of the phone call she informs me that the sofa is not part of the delivery and she needs to do investigation to find out where it is (keep in mind that 12pm I was getting a delivery without the sofa).

At the end the manager promises me delivery of all my items on Sunday. Saturday arrives I get a phone call from the same delivery team asking me for dates of delivery after Thursday the coming week. At that point it was obvious that manager who gave me the promise of delivery on Sunday did not care about me and technically she lied to me. At that point I'm already running out of patience. I decide to drive to the store where I bought from and I explain all the situation to the store manager (hoping he would have known of the situation). Finally, at the end apologizes and tells me he will make it up for me and he promised a delivery the following Tuesday after 5pm (the time I requested).

That Tuesday morning I receive a phone call from Mr. ** (the store manager) to inform me that the sofa I bought isn't being manufactured by the company anymore and that is why the sofa wasn't been found in the warehouse and all the delivery hassle I had to experience. So basically, a sofa was sold to me that isn't being manufactured by the company and they have no left inventory of that item. Additionally, at this point I had to wait for the sofa for almost 2 months. Two months of sitting on the floor of my apt, two months of having guest sleep over but on my floor of my living room, two months of eating my breakfast/lunch/dinner in my bed. And all this because they lied to me and they've been lying to me the whole time. It's lie from the moment I bought the sofa until the moment I found out that it's not available.

The following weekend I decided to go to the store and ask for a compensation. What do I get in return a sofa with similar price but better quality, an extra $60 credit on my expense and $100 gift card for future purchases. At that point all I cared about was a delivery on time, at a time I wanted (next Friday afternoon after 5pm), because my fiancee is going to move to my place the following weekend. On Tuesday I get a phone call from delivery team informing me that my delivery has been scheduled for Thursday afternoon between 1-5pm, without having any mentions about my request of delivering it on Friday after 5pm. At that point I was realizing that there's no solution and those guys will not deliver it at the time I want, therefore I accepted their time frame and I ended taking a time off so I can be able to accommodate their driver's time, rather than being the other way around.

Tomorrow is the day of the delivery and I hope they'll deliver my item. Otherwise, it's a disaster. I wanted to share my story and my shopping experience at Ashley with you to show you of how bad of a corporation Ashley is. They are completely un-organized, they have the worst delivery system and team you can find in the United States, they have bunch of lying managers who obviously do not care about customer appreciation. I spent my money at the store and in return I get all this. If they are really one of the best furniture companies in the US and they really care about their customer they would hear my voice, move up to management, and make up for all the damages and losses they have done to me. However, I do not expect anything back from them at this moment and I do not want to make any purchase there.

I am so mad. I paid twice for the couch and the warranty and no one can fix or repair my couch cushions. This is a outrageous that this can legally happen in America. Not only an issue of a couch set but I still owe money on it. Never shop at Ashley Furniture. They are not only deceptive and just downright crooks. I have seen many complaints of the same nature filed online and I believe we should start a class action lawsuit. Anyone interested in joining in please contact me thru this site.

There is also small area of warping on the top of the table and they refuse to fix it because they say it is caused by water damage. However, they never once even came to inspect the spot to verify its cause AND our warranty contract specifically states that warping is covered. There is no clause that says that warping is not covered if it is caused by water damage, it simply states that warping is covered. I do not think this is even legal to refuse to comply with a warranty contract. I will NEVER shop with Ashley Furniture again and I have never had this many problems with a furniture company.

Original Review: May 18, 2016

It has been over a month now & I am still waiting for a loveseat to be delivered. The two previous ones sent were ripped & broken. No one seems to be in a hurry at all and does not care that we are sitting on the floor and missing work to spend hours waiting for them. I really really wish I read the reviews prior to purchasing from Ashley Furniture because I would have gone elsewhere! I can't get a refund for the delivery fee, and if I cancel the order there is a 10% restock fee for SOMETHING THEY DON'T EVEN HAVE IN STOCK TO BEGIN WITH. Beyond frustrated with the entire experience.

So, I called the store again and complained that the chair was not fixed and the finish on the coffee table is now flaking off. They scheduled a second appt and I was told that they would replace the chair and table for us. The day of the appt, we had to get another relative to come to house and wait. The delivery guys showed up and said, "Oh we cannot take the furniture because we have a bunch of deliveries to make." Why they were scheduled to pick up something when they had deliveries to make I do not know. They said they would stop back by between 6-8pm.

We had plans that night so we had a sitter come stay with the kids and thought they would take the furniture. When they showed up to take the furniture that evening they refused to take it because our sitter was not 18 yrs old. No one told us that someone had to be 18 yrs old to pick up the furniture. Since then, I have sent several emails to the store manager and no response. I will NEVER buy Ashley Furniture again.

I'm disappointed to say that was a lie. We have had a horrible experience trying to get assistance with the many issues we have had with this piece of purchased furniture. The last straw is the peeling of the leather. We now have a piece of furniture in our living room that is a true embarrassment. The couch we purchased in 2012 now looks like a piece of furniture we purchased 10 years ago. We have called and inquired to be told that peeling is not covered under the warranty. I will NEVER PURCHASE ANYTHING ELSE FROM ASHLEY FURNITURE. We have been looking at reviews to see that we are not the only customers that have experienced this situation. Ashley Furniture should stand behind their products and make good with customers who have had to deal with unnecessary issues.

I'm in disbelief that I have furniture in my home that is peeling, yes peeling. I take care of my furniture and feel it to be a huge problem that I'm experiencing issues with my furniture because of the lack thereof on Ashley Furniture's part. I wasn't aware that leather was supposed to peel, it just flakes off. It looks horrible! I'm embarrassed to have company come over to sit on my couch. I have to place blankets over the peeling so no one can see it. I called Guardsman to be told they do not cover 'peeling' but any accidental cuts or tears to the couch 'accidentally' they will fix it for free for 5 years but since it is defective and peeling it is not covered. Unbelievable!

We have expressed how unsatisfied we are to no avail. This issue should be addressed and rectified immediately. Customers should not have to deal with this undue stress especially having paid out additional money for a warranty that apparently will not work for me. I have family and friends who knows our situation and it was brought to our attention that this was addressed on the I-Team Channel 7 news that the Consumer Affairs at Ashley Furniture website should help address this peeling of leather couches issue that Ashley Furniture continues to not address with many dissatisfied customers. We appreciate any assistance and/or help you are able to provide. Thanking you in advance.

The manager was not helpful at all. All I got was, "I'm sorry, we can't take it." They asked if I could call someone to remove the mattress/box spring for me. At this point the other driver was coming in with the ottoman. I let them know if they didn't take out the old mattress I was canceling my entire order. The Ashley employees/manager didn't really seem to care. They could have done a number of things: 1) come back as the last stop after the truck was empty, 2) take the mattress to the curb, 3) put the plastic bag from the new mattress over the old mattress. They didn't even try to salvage the situation. I realize my furniture purchase isn't going to make or break them, but their customer service is horrendous.

As a business, they have to realize that when they are taking out a mattress that someone is replacing that it probably isn't going to be a new mattress. After the drivers left with the items that were supposed to be delivered. Someone called to make sure the delivery went well. I let her know what happened, she said she would let the regional manager know and have him call me. I never heard from him. I'm in sales and would have tried much harder than Ashley Furniture to save a sale. I won't ever shop there and will share this story with anyone I know who is looking to purchase furniture.

So now it's day 6 and still no answer after several left message and we're left with a chair sitting in the middle of our living room. My husband and I both work in healthcare and are very busy. I work 12 HR shifts at work and go back to work tomorrow. I will not be home to call the store all day just to try to process a simple return. Of all the thousands of dollars we spent at Ashley we can't get any help in returning a $500 chair, seriously!! I'm beyond upset. Almost a week later and no response from the store. No one's answering the phone and customer service can't help. Maybe Ashley expects us to wait 2 weeks or a month to get a response. Surely they didn't wait that long before they received payment on the many purchases we've made there.

Day 6 of no answer, we finally decided to drag the baby out, drive across town and go into the store and try and process the return. The manager Hose had no clue how to process it, and when I approached him to explain the situation and how we had been calling for over 5 days he replied "well it got resolved, didn't it." I'm very disappointed with Ashley Furniture and consider never doing business with them again.

After many aggravating phone calls I am now faced with rebooking a new delivery date and purchasing a brand new bed frame (the old one was tossed because THEY told me we didn't need it for this particular box spring). I demanded my delivery charge to be refunded and a free bed frame to come with the new box spring due to the inconvenience (which I believe to be a reasonable request). "No can do". They offer me a $100 gift card (doesn't even cover a new bed frame, let alone the initial delivery cost) which can't be used until AFTER the delivery so now my new box spring has to sit on the floor until we can drive out to Henrietta to their store to get a new bed frame which I would've already had if it weren't for their stupid mistake. Not to mention... who takes back a used box spring and resells it? Customer service can suck, I get it, but when your company effs up, ya take the hit. End rant.

When I returned to my Florida home in 2015, there was a rip in the recliner. I started my "battle of phone calls" in November 2015 and continued that battle into April 2016. I was told that I should not have been sold that particular material as it does not withstand the Florida climate. The screws were falling out of the six dining room chairs. It was agreed that I could swap out the two reclining love seats and dining chairs. But to me a swap out means an exchange. This "exchange" involved an additional $600+ expenditure on my part. The love seats were in my home for three weeks before they started to rip. It took six deliveries to try to get six chairs of good quality.

As I was about to leave Florida to return to Canada, I had had enough. Ashley agreed to take back the love seats and chairs. I have received a refund. The inconvenience, time spent on the phone, trips to Lakeland, etc. were numerous. To date the wooden furniture seems to be holding up well, but we shall see. Do I recommend buying from Ashley - absolutely not!!! I do not know how they arrived at the dollar amount that has been returned to me; but I am just happy that the furniture is now removed from my Florida home.