Ashley FurnitureConsumerAffairs Unaccredited Brand
I purchased an entire bedroom set and sectional the week before Christmas so of course I expected to have some delay with the delivery. I went through the process of setting up a date with the associate at the store and had to wait about 3 weeks, not too great but I could live with that. Well, they will not deliver past 4 pm on a weekday apparently, when most of the civilized world is at work. So I booked a day off to meet the delivery crew. A few days before delivery I get a call to tell me not everything I ordered will be available (2 nightstands and some storage drawers). I now have to wait another 4 weeks for these items. Again, they will not deliver past 4 pm so I have to take another day off work to meet the delivery truck.
I have absolutely no complaints about the furniture, their products are excellent but getting them delivered is a whole different story. There is no excuse for such a large corporation to make a customer wait nearly 2 months to get their nearly $7000 worth of stuff (plus $250 for delivery). I am actually somewhat impressed how terrible such a large company could manage their stock and delivery system. Ashley Furniture, you lost a future customer because of your incredibly ** up delivery service. Congratulations, I hope this helps other people make an informed decision before purchasing something from your stores.
Prior to entering the store I looked at Ashley’s website. I saw two dining sets I liked but wanted to see them prior to making a purchase so I went to the Ashley Store in Essex, Maryland. The salesperson approaches me and I ask if I can see the two sets. I decided on the one I wanted and ask him for the price (the display only shows the actual price with a slash). He says he doesn't know he would have to look it up. I told him, "Your online website had it for $357.49." He says, "May I see?" I show him and then I ask how much is delivery. He tells me if I honor the online price then I have to charge you $150 for delivery. After questioning the reason behind it, he tells me that is what Corporate mandates.
After trying to make sense out of it with him, he continues to tell me that although it doesn’t make sense Corporate the information comes from Corporate. So I offer to pick up the item and he says that’s fine but still has to charge me $150 for delivery. Now I’m baffled. He says the merchandise isn’t at the site it’s at a warehouse so the fee is still applicable. I tell him forget it. As I’m about to walk away he says he’ll come back, he’ll see what he can do. He comes back about 3 min later and says, "Well I can charge you $400 for the table and $100 for delivery." "Delivery for what?! I’m picking it up." He says, "That’s what I can offer." I say, "Forget." He says, "Let me see what I can do." Leaves, comes back and says, "Ok, I can give you the table for $368 and no delivery fee." I agreed. At this point I didn’t want to continue arguing. I would not be purchasing any more items from Ashley’s.
On January 6th I bought a loveseat, chair and recliner from Ashley Furniture in Orange CT to be delivered to my daughter's house in Stratford. I was given a delivery date of 1/16 at that time. On the 16th then called to schedule delivery on the 20th but all they had was the chair. The loveseat did not come in and the recliner would not be in until March. I was told the loveseat would be in the following week. I asked that they wait and deliver both the chair and loveseat at the same time. The next week came and went without hearing from Ashley furniture. On the 29th I left Stratford and flew back to Dallas. On February 6th I still had not heard from the store so I called to cancel the order. At that time I was told the loveseat and chair were in and they could deliver them next week (again). However, the recliner was now pushed out to May! I asked when the love seat had come in and why I was not informed or delivered the pieces.
I could not get a straight answer on that so I feel it may have come in two weeks ago when I was told it would be in and they just never called to deliver it. I again said I wanted to just cancel the order since the delivery has been put off several times and I have had to call them to get information instead of them called me to update them. I was then told I would have to come into the store with my credit card to get the refund. I told the girl I was in Dallas so what other plan did she have to get the money refunded. She was going to email a form for me to fill out to have the credit applied to my card. I have since requested this twice and still have not received the form. The next phone call I was told there would be a 30% restocking fee and the delivery fee is non refundable. Keep in mind they have yet to deliver anything. Their policy on their paperwork regarding refunds is ambiguous at best.
It states you pay a 30% restocking fee unless it is due to backorder situations. Since I have been given several delivery dates, I felt this comes under the 'backorder' definition. Apparently they disagree. As of February 7th, no one called me back as promised yesterday, and since I am out of their 'state' my daughter is having to deal with this. I feel they have not held up their end on any part of this, and now they want to retain 30% of the sale price for something I do not have (it is still in their warehouse) and the recliner will not be in until May.
They have not been forthcoming on information nor used good business practices with a customer. There have been too many dates thrown around on delivery and now they want to withhold 30% for no other reason than they feel they can. Since I paid for all this upfront, they definitely have the upper hand (and my money) so whether I agree with them or not, or feel they have not abided by their contract or delivery dates, I think in the end Ashley Furniture will have made money off me by simply doing nothing. Buyer beware when it comes to this company.
I bought a loveseat and sofa online from Ashley on 11/30/17 and when it was delivered the quality was extremely subpar and did not compare to the quality displayed online. The back cover was torn, the buttons were not sewn on properly and the skirt was missing. When I called to complain, a repair person was sent over but he said the back can be replaced but the rest of the damage was not repairable. I was not satisfied with how Ashley handled my situation. I've purchased from Ashley before and thought they were reputable and guaranteed the quality of their products, but this experience has caused them to lose a loyal customer!
December 2017 visited Ashley Furniture in Sacramento. Was interested in purchasing adjustable bed and mattress. The person helping me did the best she could, but was not knowledgeable of the items. She requested assistance with each question asked (at least 5 times), and was very apologetic that her coworkers and her was in conflict, while trying to explain equipment, function, cost, etc. She explained that I would also need a mattress cover for protection/cooling. The cover was an additional $250. I purchased all 3 items and my purchase was delivered December 27, 2017. To my surprise the Ashley Sleep Respond mattress came with a mattress cover for protection/cooling.
I visited store to return the cover purchased separately, but the store manager (MR. RUDE MICHAEL **) will not refund. I don't need 2 covers. And the person assisting me obviously didn't know the mattress came with a cover, that is unless the store practices deceiving their customers. I WANT TO RETURN THE COVER AND RECEIVE A FULL REFUND. The store refuses, and so I plan to pursue this issue, contacting every resource available to me, BBB, ETC.
- 1,049,252 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Ashley Furniture's promised delivery date is a complete joke. We paid for a very nice & expensive couch at the Bryant, AR Ashley store in the first week of January 2018, to be delivered during the last week of January. They finally called yesterday and have some lame excuse as to why it will now be another 3 to 4 weeks before it is suppose to get here. They are in no hurry to make up for it either, they just wait until next month's order and/or delivery, and act like that is a perfectly good solution. What a joke, we sure hope we get our couch before they decide we can wait a few more months while they use our money. Be sure to ask for a written guarantee that you will get your furniture when they say or go some place else that stands by what they promise.
On 1/27/18, my wife and I walked into the Mechanicsburg PA location to look at recliners. We purchased 2 of the same type, and asked about the internet price, since the price for said recliners was approximately $150 less online than in the store. We were told in the store that since we were financing, the internet pricing was not available, and we had to pay the full showroom price.
When I checked online, I was told differently, that there was no minimum purchase for financing online and that I should have been offered the lower price. When I called the store, I was given two different answers two different times. One was that internet pricing was not available, and one that it was, but that it was not at the time of the purchase, which - again was incorrect, as I was told differently online. I was told I could cancel the purchase and reorder online at a $25 restock fee, even though the order hadn't been placed or delivered. So now I'm stuck with paying the higher price because some commission greedy salesperson couldn't be bothered to be honest. Not pleased at all, and will most likely not order again.
My wife and I ordered 2 recliner armchairs from Ashley's in Salem Oregon and when the assistant was typing out the paperwork he asked if we wanted new recliners or shop floor demos which could be delivered within several days, rather than wait the 4-6 week period. I chose to have new ones as the demos have taken a lot of traffic from many people sitting in them for however long. I did wonder whether we would get new ones and thought about going back to put a mark on the shop floor demos but thought the chairs would come all nicely wrapped up if they were new, something I was so wrong about. The chairs were delivered on Friday 26 January 2018, we were delighted. The chair my wife chose was a cloth material and after sitting in it for some time my wife began coughing which gradually worsened as the evening passed on.
We discovered over the weekend that my wife was experiencing an allergic reaction to the chair and we covered it over with sheets, and even that failed to prevent my wife from being affected. I called Ashley's several times to report this and asked to come and take the chair back as it was having a terrible effect on my wife. I was not getting any response from them and decided to call their office in Portland Oregon, stressing the importance of having this chair removed and asked them give the matter preferential treatment and to treat it as an emergency because my wife had to go and sit out in the carport to get fresh air, the fumes from the chair were still affecting her even though it was covered over.
Eventually I moved the chair out onto the porch. I finally got someone to come and take the chair away but not without a fight to have our money refunded. They told me they don't do refunds and said I would be given store credit. I explained I don't want store credit as there were no other chairs my wife liked in the store, she tried out everyone with the assistant present. After some serious argument concerning this they finally gave in and refunded our money.
In 2011 we purchased a Love Seat, leather, motorized recliner and bought the 5 year warranty with it. We were told that if we did not use the warranty we would get our money back after five years. In 2017 (after the five year anniversary) we went to the store with our paperwork and were told we could only get store credit, no money back. We used the store credit to buy junk we did not need but had no choice. Now, in 2018 the motor/slide mechanism broke on one side. Even though I have all the serial numbers and model numbers, Ashley Furniture REFUSES to order the part for me nor will they tell me where I can get it and they will not repair the item either. Reason: IT'S BEEN LONGER THAN 5 YEARS. Company policy. Don't do business with Ashley Furniture.
A queen sleigh bed was delivered (1/17/2018) to my home with missing parts to footboard (visit #1), parts were ordered. Ashley came out again. Said it now missing crews. More parts need to be ordered (visit #2), came out again guys stated parts were still missing (visit #3). After three visits and schedule deliveries to my home the bed is still not fixed as of today 2/2/18. I have asked for a refund after visit #2. Was told no. They would fix the problem. IT IS STILL NOT FIXED. Each time I call it’s “we will order the correct parts” and you need to wait additional time at their convenience to come out only to be told something else when tech arrive on site. I will like a full refund not a gift card. If the product is defective why can’t I get my money back?
I purchased a dining room set from a Ashley Home furniture in Gaithersburg Maryland in May of 2017. A leather button on the back of one of the chairs fell off. I called Ashley to request that the button be reattached. Ashley refused to do this as they said the button falling off was normal wear and tear for an 8 month old product. I will not be purchasing from this company again.
On 10/18/2017 I purchased a Signature Design by Ashley B/376-81 Alisdair Collection Sleigh Headboard/Footboard, Queen, Dark Brown bed from your store. On 01/29/2018 I found that top covering material comes off from side rail which is really unexpected. I email firstname.lastname@example.org but they didn't reply anything regarding this issue.
I got my couch, my queen size headboard and my 5-year-old daughter's headboard, night stand, and dresser. The same day they built my furniture my head board was built dysfunctional and the guy made his own holes. They won’t come and fix it, we have a warranty with Platinum. They won’t fix it, the same day they built my 5-year-old daughter’s set the guy put a hole through the brand new headboard. They said they can’t fix it and my daughter’s furniture is discontinued. I got it July 2016, my end table in my living room is all scratched. I asked them why it’s scratching. When I asked when I got the table if it will scratched I was guaranteed that it wouldn’t and it did. Now they won’t fix it or replace it.
My dining room table the paint is coming off they won’t fix it, my chairs I’ve called about spot stains since 2015 they won’t fix them. I can’t get anything fixed and we pay monthly on time. And it’s like the minute I walked out they no longer care. I get the runaround all the time since 2015 and I can’t get any of my stuff fixed or taken care of. I have called everyone and spoke to millions of people, taken pictures and still today they won’t even help me. My daughter can get hurt being in her bed and they don’t care! I don’t recommend them. They make it sound good for nothing because they don’t care!!! Worse company ever!!! If you think going to Ashley’s because they are a great company save yourself the headache because they are scammers.
Today I want express my frustration and worst and painful experience of my life purchasing sofa set from Ashley Home Furniture. I purchase sofa on 23rd of December 2017 which was delivered on 27th December. Upon delivery I found they had damages and was absolutely not in the condition we saw in the Ashley store. I called the customer service right away and requested to replace as I did not expect that to be fixed at my home. I made a few call but failed to get replaced and I was told that the technician will come after 20 days to check and report. Anyway the tech came after 20 days and said this need to be replaced and left. After two days got a call from customer service saying, "We have ordered parts for your sofa and the technician will come to your home to reassemble and fix both the sofas."
I requested and almost cried not send the technician and please just replace as it is too much work needed to be done at my house. I told them that, “You fix it for yourself and I paid for a brand new sofa and please send and replace with the brand new sofa. I don't need a repaired sofa at my home.” Anyway they did not accept what I wanted even having paid extra 500$ for accidental warranty besides 5000$. I was told that the parts have been ordered will take 15 more days to be delivered to the warehouse. After 15 days Today I got a call from customer service saying that, "We have that parts available" and now the technician will come after another month on 28th February 2018. Now see I have paid 5000$ and I still don't have sofa to use and will wait another month to fix and use it with total number 75 days. I will never ever recommend or will never ever buy anything from Ashley Home Furniture in my life. The worst customer service I have seen.
At the Superstition Springs Mall Ashley store the male person in customer service was very disrespectful. He did not identify himself or greet me when I approached the counter. He mumbled, smirked and appeared not to want to listen to my comments about chairs that I’d purchased. I left him and went to another who gave me a phone number to call. Not very pleasant people!
Purchased two of the same couches May 2017. One is defective tears and structural damage. Contacted and created claims and couch has not been fixed since August. Spoke to warranty and customer care. All I want is a replacement couch.
I contacted Platinum Furniture Warranty March of 2017 to report a tear in the seat cushion of my couch. I was informed that a replacement cushion will be sent to me and when I received the cushion the finish of the cushion did not match the finish on the couch that I have. I contacted the warranty company and was informed that the couch is now made with a shinier finish and they will try and contact the manufacturer to see if they can locate a replacement cushion to match the older model that I have.
I was later contacted and was informed that a new cushion will be sent that will match my couch. I received a follow up call a few weeks later to see if I received the new cushion, which I did not because it was sent to my old address. This went on several times (sent to the old address) until I finally received my replacement cushion in January of 2018. I received the new couch cushion and I contacted Platinum Warranty and a repairman was sent out. When the repairman arrived the cushion was still not a match so I refused the install. Pictures were taken by the repairman and sent to Platinum warranty and I followed up with them in two business days to let them know that the cushion cover was still not a match.
The manager that I spoke with insisted that cushion cover was a match and the difference in the color was due to wear and tear, which is not the case. In the picture, it can clearly be seen that both the finish and stitching in the replacement cushion does not match, but the Manager refused to acknowledge that. She just continued to state that the correct cushion was sent and refused to assist any further. After waiting for nearly a year for the replacement part I am still unsatisfied. When the warranty was sold to me ($500) by the salesman at Ashley I was informed that basically everything that could happen to the furniture would be covered, which I now see is not the case. I am now forced to purchase a new couch which will definitely not be from Ashley.
I had intentions of purchasing the same exact chair from two different Ashley Furniture locations and that I could pick them up myself from each location. I was told that I could do so for the same exact price for each chair. For some odd reason, the same exact chair was listed as 199.00 at the DTLA store and the other listed for 299.00 at the Burbank store. When asking the Burbank store to price match the exact same chair from 299.00 to 199.00 I was told that regardless of what was said, they would absolutely not do that. In addition, when trying to resolve the issue. I got the runaround by other associates and the support center (even people hanging up on me BEFORE speaking to me after I had waited on hold for 10 plus minutes). It took 3 weeks of calling and trying to get a hold of "corporate" to finally get to speak to the manager at the Burbank store that was extremely rude and unprofessional over the phone.
He gave me the runaround as well and then gave me a false number for "corporate" in which I called and someone picked up only to hear fuzz on the end. If they had just resolved my issue I would have come back in a heartbeat because I received amazing customer service my reps in the store. But unfortunately the management and customer support failed miserably. I wish I would have read the reviews before purchasing here. Unless this gets resolved, I'm afraid they've lost my business for good.
On September 13, 2017, my husband and I purchased a living room set from the Ashley Furniture store located in Lakeland, FL. Our trouble with the furniture began upon delivery as we noticed two small nicks in the fabric on two of the armless chairs. The delivery personnel stated that we had 48 hours to contact Ashley and request a return, and or replacement.
We reached out to Ashley the next morning and was informed that once we accepted the furniture, there was no return policy in place. Instead they stated that they would send out replacement covers and schedule a technician to come out and remove the old and install the new ones. While the tech was at our home making repairs we pointed out some other concerns with the furniture which he addressed by removing the pillow filler material from one chair and installing it in the front of another, which was sunken inward. The technician stated that he would order replacement filler for the chair that he removed it from, and we should schedule to have another tech come it to install it.
We waited about two weeks and after hearing nothing form Ashley's reps, we called and were informed that the tech never ordered the filler as part of his report. The customer service rep stated that she would order it and that we should call back to schedule visit once it arrived, which we did. However in the meantime, the seat of the chase lounge developed a large bulge. We were instructed to send in pictures, as is the norm with this company, and that they would get back to us to discuss as how it could be repaired.
Once again after several weeks of no response, we called Ashley and was informed that they never received the photos, and to resend them via email as opposed to texting them. We reached out to them after a week or so and again the rep stated that she did not see the photos, but was able to locate them after searching the system. She scheduled the technician who actually had to disassemble the lounge in attempt to install new seat cover. Upon disassembly, he discovered that it was not the cover that was sent to us that was the problem, but that the foam cushion under the cover was defective and stated he would have Ashley order it. The tech also discovered that the armless chair had a broken zipper, and he would be unable to reinstall the filler that had been removed until a new cushion was ordered.
We again heard nothing from Ashley until we reached out to them at which time the rep originally stated that the technician did not issue the report. After assuring her that he submitted it in our presence, she was able to locate it and order the cushion. I think that it is ridiculous that new furniture should require this many service calls over a 4-5 months period, or at all for that matter. This furniture would certainly meet any "Lemon Law" as it pertains to vehicles, and we feel that there should be some form of justice in this case.
Oh, did I mention that the Technician discovered a broken piece of wood in the frame of the armless chair that will require a brace to be installed as well. We would strongly recommend that consumers looking for good furniture stand clear of this operation as it appears to be bordering on a "scam'! $2200.00 ought to get you better furniture and at a minimal better customer service. Images of all of the replacement packaging are attached!
I don't know if the parts at the plant were assembled incorrectly, but the bed frame does NOT lock into place. If you are even able to force the frame to even remotely fit, any movement on the bed and the whole thing collapses. Other bed frames usually have a hatch with screws that will secure the bed frame to the boards. Instead, they trust on this terrible locking mechanism that does not at all lock. Would NOT recommend Ashley furniture as you do not get your money's worth.
We bought a very expensive electric recliner from Ashley in Bend. We have had nothing but problems with it! Sometimes it takes months to get it fixed! This is the third time we've had problems with it! We called them this afternoon when the recliner got stuck in the reclining position. We were told they will have to call corporate, and it will be a week! Seriously? So that means we have to put up with having the chair like this for lord knows how long?! We want them to take this expensive thing back! We are done!
We bought $4,000 worth of mattress and base from Ashley Furniture. While doing the paperwork, my husband and I were told that if for any reason we didn't like our purchase we had 90 days to return it but would have to pay a 10% restocking fee. It turns out it kills both of our backs, so I called to figure out how to go about returning it and was told they don't even have a return policy. When I told the manager that her employee told us verbatim that we had 90 days to return it she got an attitude and said, "no, I know what they say and we don't have return policy".
After some back and forth, she basically told us we were screwed and the only option was to exchange what we have for another one of their mattresses which we don't want because the mattress we bought was the only one we even kind of liked in the store. The exchange policy wasn't ever discussed with us at any point while buying our mattress. They are bold face LYING to their customers!!! And now we are stuck with $4,000 of a product we can use when we should have gone across the street with an actual return policy. We will NEVER buy anything from them again!!!
I ordered Reclining Sofa set from Ashley Furniture last year December and they promised me it will delivered in the first week of Jan 2018 and still it is not delivered. I called multiple times and they said they will call me and let me know why it's getting delayed however no one calls and when I call they don't even care to answer. After reviewing about Ashley Furniture I figured out that it has so many customers complaints and will definitely take my back before they even ship it to me. I also paid almost 170$ for shipping and still they don't care.
I ordered furniture on January 15th. It was suppose to be available for pick up on January 24. It was moved to January 27th and now it’s moved again! I’m very upset. So much time and money went into buying furniture and I can’t even get my furniture! Please do not buy from here. It’s a waste of money, and they keep changing delivery/pickup time. I’ve been with countless customer service agents and NO ONE can help me. Please! Be aware. If someone can help me, it would be much appreciated. I AM HIGHLY UPSET. No one gets back to me when needed.
My first experience at Ashley was in 2012 when I purchased a lot of stuff after relocating to a new town. Everyone in the store was so good. They helped us around, got us buying into insurance on all our furniture. Now, when it actually came for Ashley warehouse into delivering our stuff, they gave us such a hard time with their inflexibilities that they can just deliver our stuff in two rounds, therefore, we'll have to wait. So me and my husband had no furniture for almost 6 weeks and slept on the floor.
Now since 2017 -> 2018, one of the couches we bought from Ashley in 2015 for 2500 dollars has the leather ripping off. We purchased insurance of 400 dollars on all our furniture. We went back to the store and they said they dont handle these claims. They gave us a number to call. We called this number and person on the other end asked us to email him with the product details and photos of the damaged area. Since then multiple calls and emails that we've sent to them over the last 3 months have been ignored. So, basically the insurance we bought on the furniture was of no use. Very poor service and unprofessional. At the same time, other stores like Value City have responded appropriately to any complaints and replaced damaged pieces on time.
Hello, we used to have a Ashley Furniture 9 years ago in our house and we liked them too much. One month ago we decide to buy another Ashley Furniture set. Before we order their product we bought some cheap furniture from Furniture America and the quality was bad. So we decided to go to a Ashley Dealer and look for better product. We liked it the Signature design by Ashley Signature design by Ashley sofa and loveseat. We purchased from a online retailer since Ashley and the dealer were out of stock for unknown time. When the furniture arrived after almost a month-We were completely disappointed. The leather was already cracked on some spots at the time from taking out of the box. The seats were scratched, all of the back cushions have damages and cracks form out of the box.
Called back the retailer who sold us the items and they were fair enough: ASHLEY FURNITURE IS NOT THE SAME LIKE USED TO BE. You will get more cracks at the first week of usage. They have poor quality now. I'm completely disappointed with the quality that we purchased from Ashley. We tried to call them 2 times-even if the new warranty tag was attached and says 1 year warranty. They don't want to do anything with their product, or even to send someone to at least to check their product, since they don't have any quality control in Vietnam.
I can tell the Truth. The first sofas that we purchased for 800$ from Furniture America have the same-maybe a little bit better quality (at least they came without damages) than these from Ashley. Both sets were manufactured in Vietnam without any quality. Probably the same factory. THE ONLY DIFFERENT WERE That we paid 1550$ for better quality from Ashley that never got that better quality. So, 2 weeks of usage -we don't have any pets, 1 grown kid-the Ashley furniture keeps cracking and peeling the leather-suppose to be a real leather, but is not. The whole point -We are not happy and want someone from Ashley Furniture Group to come to the house and check their quality and realize that is so bad. WE NEED A REPLACEMENT OR SOME OTHER OPTION.
Purchased Furniture at Ashley. Was told verbally about their return policy. And was shown on the purchase paperwork that they do not accept returns for things like close-outs, accessories, etc. When our furniture was delivered the coffee table was much larger than I expected and crowded the room. I called to see if I could return it the day after it was delivered. I was told no and was stonewalled when I tried to talk to a manager. It's a shame because I do plan to buy more furniture, but I will never purchase furniture at this store ever again.
I also purchased two couches. Before delivery I canceled the two couches because I found them cheaper at Costco. The cancellation complied with their policies and I never received the couches. The cancellation was 1/7/2018. It is now 1/26/2018 and I still have not received a credit back on my credit card for the couches. When I called the store the receptionist admitted that their central office has been contacting the store urging the store to authorize the refund, but it still hasn't been done.
I would give this company negative stars if I could!!! How many times do you have to call and speak to someone about your complaints and they just give you the runaround! So many people told me they would call me back or look into it! No calls back and that includes the general manager of the fricking store!!! We have been lied to numerous times! I will never spend a dime in this horrible store ever again!!
Absolutely, without a doubt, the worse furniture purchase I have ever made. Embarrassed to have anyone see the couches. Within 4 months of owning, the fake leather (I know) began disintegrating. I didn't expect the furniture to be a life purchase. I like to replace every 5-7 years, but this is ridiculous. I called for help and was assured the material would be replaced ASAP. That was 6-7 months ago.
Can't even cover due to reclining end seats and was completely mortified over the holidays having anyone see it. Purchased 3. Don't I feel like a fool. The ads are so deceiving. They lure you into thinking you a purchasing something decent. No one going in expects high end, but I do expect decent. Be warned... Ashley Furniture is low end garbage. Although I have a wonderful experience with other reasonably priced furniture, I would advise people to RUN, RUN, RUN before purchasing ANYTHING from Ashley Furniture. I am guessing they figure people will simply get tired of calling back and give up. Shameful.
Unfortunately, I could not give zero stars but if I could, I would. I purchased the Wilcot sectional (five pieces for $2800) in July 2017 and had pieces delivered on 7/28/17 and I picked up the remaining piece mid August 2017 from the warehouse. I immediately began to notice that the cushions (the ones that we sit on) would not stay on the sofa. They kept slipping off. I contacted the sales person, Ruben ** and he said that I could purchase some non-slip foam, the thin kind that is used to line drawers/cabinets. I purchased that and it still did not work. Slowly but surely, the cushions slipping off the sofa would be the least of my problems. This sectional began to look worn and dated. The outer covers of the cushions constantly move 2-3 inches below the edge of the foam cushion.
I have to adjust the out covers of each cushion to fix every other day or so. The back fabric of the sofa is loose. The cushions are lumpy and have divets. The cording is wavy and not straight. I contacted Customer Care in December and they scheduled an outside company (this is what I’m told) to come and see what the issues are and to take pics of the sofa and see if it qualified for repairs. The company did not show up during the time frame that they said they would and I had to reschedule. They did come out the second time that we scheduled. The technician took pics and a technician was scheduled to come out a third time. When that technician came out, he removed the covers from the cushions and explained that he could not properly repair them, because there is a seam running down the middle of each cushion. Adding more poly-film would create a “butt crack” effect.
He didn’t repair the back of the sofa because he said it wasn’t on the order. Not sure why because I was told on the phone when they scheduled me that it would be done. He did say that he was going to order a new cushion cover as the cording was defective. He came on 1/13/18 and said someone would call me within three days. No one ever called, so I called Customer Care on 1/19/18 and was told that “my ticket was closed out accidentally.” I have a technician scheduled to come this Saturday, 1/27/18. Honestly, I don’t think any amount of repairs done is going to get this sectional up to the expectations that I have for it. There is wrinkling in the fabric, the cording is defective, lumps are throughout the sofa and the slippage of the outer fabric is terrible. The fabric on the back of the sofa is very loose. Hooks should be installed to prevent the cushions from slipping entirely off the sofa. All of these defects are noted in the pictures.
Please let me know if this is an issue that I need to take up with the manufacturer or if this is something Ashley Furniture can help me with. I would like for the entire sofa to either be repaired so that no defects are noted (which I honestly do not think can be done), an exchange of this sectional for a similar one in price and size or a refund of what I paid. I know that $2800 may not seem like much money for a large company such as the manufacturer or Ashley Furniture, however, it is a substantial amount of money for me. From the pictures that I have below, it does not appear that this sectional is worth the $2800 that I paid. The quality of this sectional is very poor. I have never before been a customer of Ashley Furniture but I decided to shop here and purchase because I liked the look of the sectional and the size. I had heard from numerous people to not purchase from Ashley because of the quality of the products sold there.
I went against my better judgment and decided to give Ashley Furniture a chance, hoping that I could prove others wrong. Unfortunately, that did not happen. Also, I have many concerns IF the sectional can be repaired. What’s going to happen after the one year warranty has expired? Will I have any recourse if the sectional returns to the shape that it currently is in today? What I do not want is an empty promise that the sofa will be repaired and brought up to standard when in actuality, that cannot be done. I need a low maintenance sofa, one that does not require that I unzip every cushion to fix the slippage of the fabric on a daily basis, or constantly have to shift the cushions back onto the sofa. My household does not have any children in it. My husband and I are empty nesters. I can’t imagine what this sofa would look like if we used it on a daily basis or had children jumping and sitting on it.
I did purchase this sectional with a credit card. I will also follow-up with my Credit Union to see what my rights are as a consumer. In the meantime, please let me know if I should be directing these concerns to the manufacturer. If that is the case, could you please provide me with contact information so that I may forward this information to them? I appreciate any assistance you can offer. I did email Customer Care in Texas with all of this information today, 1/23/18 but I highly doubt they will be able to address all of these concerns. There should be six pages of pictures. If they did not all come through, please let me know.
Ashley Furniture Company Information
- Company Name:
- Ashley Furniture
- Postal Code: