Ashley Furniture Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Jan. 13, 2018

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

We assumed that on the headrest our dog may have punctured it (but it is puncture proof right). So that is what we sent in. We didn’t want to lie just to make sure it was covered but we also were not sure of what happen. We took the appropriate pictures. Filled out all the information to be told that they don’t cover the whole reason for us buying the couch. Extremely unhappy and after reading reviews on Durablend material it could just be the start of what all of the Durablend couches they have sold do and don’t want to own up to it. So now 3 years in we have to try to save to get another couch after being assured this would last.

I finally got the "so called" better quality furniture, but I see no difference in quality or workmanship than the lesser expensive brand, however, either way, I'm stuck with it since it was a special order (another one of life's lessons). I was really happy I paid for the 5 year protection plan as after about 3 weeks of having the new furniture, I noticed a stain on the $800 chair. I saw that it was still damp, so I knew it was fresh. I immediately called Ashley and they told me they would send someone out to clean it. They had no available appoints for 3 weeks! Are you kidding me, 3 weeks? So after this wonder stain fermented into my cushion for 3 weeks, the service man showed up at my door on my long awaited appointment date with a bottle of a chemical spray, and that was it. No steam cleaner or any professional cleaning tools, just a bottle of chemical crap. I wouldn't allow him to spray it as I could have done that.

He again bad mouthed Ashley in every way you can think, as he always does. He called them and told them that it needed to be steam cleaned, which he doesn't do. Okay, so now we were at the mercy of Furniture Care who is in charge of this part. After two months passed with no updates from Furniture Care, I called them and got nothing less than a run around. A few more weeks passed and finally someone called and said they will send a new cushion since we waited so long and since the stain was able to sit and really settle in for 2.5 months. It took another 2 months for this "so called part to come. (Of course I got the run around from Ashley and Furniture Care during this time). Furniture Care told me the part would come to me, but it didn't, it went to Ashley. Finally after a total of 3.5 months after the chair was initially stained, they called and said they would set up an appointment for 3 weeks out.

So now we're at almost 4 months. Lo and behold, the same service man showed up on Dec 26th with the part and when he came in and said, "this is a 4.5 hour job and Ashley only allowed me 1 hour"! Why was I NOT surprised at all. He made it obvious that he didn't want to be there for that long, so he asked me if he could take the chair with him, which I should have never allowed him to do, because we're now going on a week since he took it! I don't understand! Again he bad mouthed Ashley and said they always pull this crap. In the meantime, Nick from Furniture Care called to follow up on the service call and when I told him the serviceman Steve told me it was going to take 4.5 hours or more, Nick told me that that was absurd and that it should have only taken about 1-2 hours and that no job should take that long unless it was an entire living room set.

Nick told me he'd get to the bottom of this and call me back as soon as possible. Well, that was a week ago. I even called Furniture Care again today and left a message and insisted on someone calling me back. Elizabeth from Furniture Card reassured me that Nick would call me back, but ONCE AGAIN, I DID NOT RECEIVE A CALL BACK. I really should have insisted Steve doing the job right then and there, but I NEVER dreamed he'd have it for more than a day or two. Once again, I called Ashley today, Jan 2, 2018 and was on hold for 15 minutes, then a recording came on and said the voicemail was full and I was unable to leave a message and therefore the call was disconnected.

I called back and spoke to Amanda, who really showed she didn't give a **. First she told me the Supervisor was in a meeting, and when I called back 4 hours later, she told me he was at lunch! (DOES ANYONE ELSE SEE A PATTERN HERE)? So now they're holding my chair hostage and I have no idea what's going on with it. And for the record, it's now been 7 hours since I left a message for the supervisor from Ashley to call me back and I have yet to hear from them. I will NEVER purchase anything from them now, or EVER! I'm really glad all of this happened before my mom purchased her furniture because I referred her to them. Once I told her what happened, she went to an extremely well reputable furniture store. Maybe it's time for legal ramifications. Completely disgusted.

After 3 hours, no one had showed. I call the company which stated they were there and no one was home. The female who answered the phone argued with me when I said I have 2 dogs that bark at everything and my mother was sitting 2 feet from the front door. She then starts describing a house from pictures that was nothing like mine other than they both have a white door. She refused to believe me, called me a liar and said there was nothing that could be done. I would have to start the process all over again. I had already waited a month for the appointment for the tech. So here goes another long phone call and another month and a half wait for a technician.

The technician showed on time, showed me pictures of the first house which was a neighbors with a different address marker on the driveway. He took pictures of all my damage and told me someone would be in contact. I waited another month and a half, no call. I call back again and they stated they would not be covering any of my damages as there was signs that it may have been older than 30 days.

It took them 3 months to get here! Yes most of it was older than 30 days due to the fact of the wait for them. I asked to speak to a supervisor who then went to her supervisor. I did receive a call the next day saying they would replace 2 end tables. The 2 least expensive items. The other would not be replaced. I asked about damage that had been noticed from the time of my first call to the technician coming which was definitely less than 30 days old. Due to the other pieces in the set having damage, they would not replace any of it.

Being tired of arguing and knowing I wasn't getting anywhere, I let it go. Now more waiting. I called back after 1 month of not hearing anything and they said that they had not submitted this to Ashley yet and someone would be in touch. Another month, the same thing. I was told I would be receiving a store credit as these tables are no longer made. I am now 7 months into this process and still no phone calls! I called back 3 weeks ago and they said I would have a call within 10-14 days. I have over $5,000 worth of furniture and every last piece has damage. The veneer is completely coming off on the corners. All the edges are nicked and peeling away. Will be calling again after the holidays to see if I will get anywhere finally. I do not want a store credit due to the fact that the furniture that is sold is complete junk. I will never spend a dime in that store again and have made sure to spread the word.

On 29 Dec 2017 at approximately 11:50 I enter Ashley Home Store and Ms. Kellen ** greeted me with such warmth (I had spoken with her on 27 Dec 2017, what my intentions were in purchasing the bookcase) same as day one. Ms. ** was briefed on the dilemma I encounter on 28 Dec 2017. Now, all being said, Ms. K. ** verified this purchase with GM, ** by means of his call in, during my presence and w/o hesitation Kellen resolve this situation without any hiccups. My Hat goes off to you Ms. Kellen ** in all aspects accordingly to Ashley Home Store Policy--Thank you deeply!!! To all individuals in the Augusta, GA Ashley Home Store, have a Blessed and Joyful New Year!

We were amazed, disappointed, disgusted, mad, and everything else... especially after repeated inquiries without any type of amends and someone always passing the buck and everyone not aware of anything that was happening. We even wrote to the corporate, to no avail... no response. We definitely do not recommend this furniture store. It is shameful. So much for giving the underdog a chance, never again. Shame on you Ashley Furniture!

While we made frantic phone calls to resolve this issue before the truck left we got another call that there was a tear in the plastic covering on the king sized mattress and even though there was no damage they could not put it on the truck due to policy. We told them it was fine we would still accept the bed. Now you have to understand that there is nobody that can help you resolve the issue. One department can't talk to the other. We were able to talk to the warehouse and the store and multiple customer service people that were all sorry but they can't communicate to each other!!! Shocking!!! Next we get the phone call that the whole order was cancelled for delivery because of the issue with the king sized bed.

The truck left. The 23rd of December. House full of my children that came to visit. My first Christmas with my children in a long time and I had to send them away. Ashley could not deliver now until the 26th. My husband and I had to buy air mattresses. I could not sleep on the air mattress because of a neurological disorder. Nobody could do anything but give us a discount. Not solve the problem. I was so excited for this Christmas but Ashley was the grinch that stole my Christmas.

She keeps arguing and tells me he came and I wasn't home! This is your customer service??? I wanted to FaceTime her showing we are all in our pjs which most people would be on a Saturday morning. This company is a joke. The tech decide when they will come not the scheduled time you set up! Never ever buy furniture from this store! I bought all this before Thanksgiving and it's almost Christmas and I still haven't gotten all my items! Even dealing with the store manager hasn't worked!!! I spent 4K here and I wish I never did! Beware stay away!

Why would I pay $250 + to clean a defective mattress that your technician said was defective??? No one, including management has been able to help us resolve our issue. I will not spend a few hundred dollars to clean a little spot for you to then turn around and say you will only give me a small percentage to use towards a new mattress. No one was able to tell me exactly what would happen next and how much I would receive from my DEFECTIVE mattress and they would not/could not give me that info. I will NEVER purchase from Ashley furniture again!

I have since found out that the salesperson (BMW) who was going to order this item no longer works at the local Ashley Store. I have contacted Ashley Furniture in Wichita Falls as well as the Lubbock store, several times, with no response. I contacted Serta directly regarding the frame and was made aware that this type of frame was never available in a Full size. Any frames that were available in full size were double the price I paid, which I can’t afford.

I have had to contact Ashley representatives 3-4 times in Wichita Falls and Lubbock and each time I receive the same answer, “Tori is emailing upper management for a refund approval”. I am beyond frustrated over this situation. Actually received information from Josh who told me I couldn't have money back (according to upper mgmt) even though the item isn't available.

I waited all day at my home for the bed to be deliver and they didn't bring the footboard! So the next morning I called customer service and they scheduled the delivery (with the footboard) for December 27th. Later that evening around 7 pm, I received a call from Ashley's Furniture stating the books were already closed when the customer rep scheduled my delivery for December 17th. Therefore, my delivery date has to changed to the next day December 28th. We have purchased a lot of items from Ashley's and I must say that you are not loyal to your customer. You have inconvenience me and my family multiple times!!! Very disappointed!!!

Updated on 12/28/2017: I placed a review on here on Dec. 22nd. The last issued was that I had to reschedule my delivery date for a bed exchange due to Ashley's delivering the bed without all of the parts. Well, they came to my home to deliver the bed (suppose to have all parts) but didn't have the footboard AGAIN! The delivery guy was very rude to the point, I had to get rude with him.

After he said he had to go because he had other deliveries, I got in my car and drove up to Ashley's to see what is going on. Ruben, the manager tried to be helpful. He explained to me that the footboard was not placed on the order. I asked him how do we get our money back because this is very time consuming and unorganized. He told me to contact customer care. I did. The lady tried to be helpful as well and explained to me the footboard for the bed is out of stock. I asked her if I could speak with a Manager because I would like to get a refund.

Rob (the customer care manager) got on with a SUPERIOR attitude. I asked him if the customer service rep explained my situation and he said no. I explained everything to him from what we were exchanging the bed, to two deliveries not happening. I asked him, "How do we get a refund?" He said, "We cannot give you a refund because you have slept in the first bed for a long period of time but you can do another exchange" (since no one knew when the footboard would be available). I said, "Well set me up with ANOTHER exchange." He said, "You will have to go to the store and do that because they would have to key in the order." I said to him, "The last exchange set up was done through customer care and we went into the store", everything was setup. All we did was select another bed and paid the difference. He said, "We don't do them here."

You will have to go into the store (With an attitude). So again, we still have the same ripped up bed in our room. And now we have to go in and select another bed and wait for the delivery on that. Your customer service of the delivery guy and the Customer Care manager is disgusting. They had NO sympathy that we have been dealing with this entire issue for more than 6 months. As much money we have spent with you, hopefully after this we will not spend another dime there.

They shared that they called and left a voicemail, however I do not have any missed calls, nor did I get a voicemail for the date, or surrounding dates that this occurred, and if I had, I would have updated the billing address, so I could avoid having to go through this nightmare of a customer service experience. Three out of the four customer service reps offered me no assistance or solutions, and the last one was a supervisor and said I'd have to resubmit the order at the current full price, and then contact customer service who may be able to adjust it, but there was no guarantee it would be honored. She informed me that there would be a note added in my account to confirm this.

After this terrible experience and now several hours not only waiting for furniture to be delivered and then more hours waiting on hold to actually get information as to why only a part of my order was delivered, you can imagine that I have little faith that the original offer will be honored. I do not want to be charged two to three times as much for the same furniture, without a guarantee that the original price will be honored as well as the free shipping when I purchased it. I have no idea why there is not an automated email that is sent if there is an issue with billing as the majority of other retailers do, rather than having someone "call" one time, leave no message for any of the numbers listed and then canceling an order without any further notification, when this is a known and documented issue with other customers reporting online they never received a call as well.

I still have the original email with the original price that I paid plus the free shipping, so if there is a way that I can place the order knowing that that's what will be charged, I would appreciate it. This is the last attempt I will make trying to rectify this situation, as sending multiple emails and making multiple phone calls with only one person offering to attempt to address the situation and not even provide a concrete solution, is absurd customer service. It is also ridiculous, that after all of this wasted time and energy for an issue that I was not even contacted about, that I can't even be guaranteed the price and offer that I originally paid. If whoever receives this can please pass this onto a corporate supervisor, that would be helpful as I will certainly be sharing this horrendous experience with others so that they might patron a business that provides an iota of customer service and accessibility.

I called Ashley again, and they sent a tech out that arrived on time. He informed me that the bed was not put together right at all. Told me that he would come out on Monday morning to fix it right. He will arrive no later than 9 am. I told him that I have to be to work at 10:30 am. Fast Foward to Monday... It's 12:28 and he still hasn't made his way here yet!! Called corporate and they don't know what to do. I've missed a few hours of work again. SMH. This company is the absolute worst.

I arrived at Ashley Homestore and within an hour, I was approved for the set that I thought I was getting. I wanted the first one, but, I was on a budget. When I got to the counter, J.O. informed me that he put my first choice in and that was the one that I got. He said he wanted to surprise me for an early Christmas present. Remind you, my 2nd choice was also beautiful, so I was fine with that one as well. My experience at this store was absolutely amazing and I would recommend this store. J.O. Thank you. And the young lady (sorry, didn’t get her name) was very nice, helpful and professional. Ask for J. O. if you want a great salesman. Great job, Ashley Homestore!

I wasn’t given a waiver because I was duped! Salesman tells you anything. I will never buy from them again. They don’t care about their customers. Kay told me they are busy from June through the year so yes being on hold for longer than an hour is typical. In her “notes” I complained of not wanting to be on hold. Well sorry an hour or more is NOT typical. They are also earning a one star from me. They lack customer service skills. Don’t bother giving them your business!!!

9th Dec, 2017: Delivery people came in to fit in and left it halfway through saying wrong product. Store Manager Matt (Mathhew) says, "I will give you a gift card". ME: "I don't care about gift card, deliver the right product." I had to cancel HOLIDAY PARTY in my house due to messed up delivery. My house is in a mess. It was snowing, we were told to come all the way to Philadelphia store for looking at alternatives. Matt: "As the product was out of stock until end of 22nd December... ahh not sure... maybe next year we will give better store discount, we will look after you."

Now I give up. I said, "Please check when can we get our product fixed." Nick: He searches and tells me, "I have it IN STOCK, so you are good, will get try to resolve it by this weekend 10th Dec."

Summary: My holiday party ruined, day ruined. We reached home back at 10 pm tired in snow. If it was in stock why waste 3 hours and why go to the store again??? 10th Dec Nick called me in on 10th Dec and told me Slats are there, but rails we are still trying to find out. I will call you on Monday and give you a time on when this can be resolved. 11th Dec No call. I call them. MATT says 13th Dec Wednesday IT'S ALL CLEAR for DELIVERY. 12th Dec we again called them. We are told it will get delivered on SATURDAY 16TH DECEMBER??? Because there are no trucks???

13th Dec: I called them again. Why and when is it on Saturday. Very rude. Matt tells me, "We spoke to your husband. You will get a call on Friday for delivery on Saturday." For my own satisfaction where is the delivery coming from?? Wisconsin to New Jersey warehouse to Bensalem. Ok. (And Matt - what do you mean by we spoke to your husband. We both live in the same house???)

15th Dec: No Call, we are waiting waiting. Finally called up ASHLEY again. Matt said it's going to be SUNDAY NOW 17TH??? "Delivery got pushed out. I need to check. I will call you right back." An hour passed. We called again. Matt left for lunch so we decided to speak no Nick. Called Cherry Hill office and now Nick says system shows me as 20th DEC??? WHY ARE PEOPLE LYING TO US??? Nick says how will I know why they spoke like that. It's their problem. What an insult to a customer. I called up Philadelphia store, asked receptionist, check and tell me the date 19th Dec. Then Matt calls me, ARGUES WITH ME and tells me WRONG PRODUCT was not ordered. Rails were wrong. What does that even mean. What is Ashley up to??? I ask them to refund me the money. He says guaranteed 19TH which is Tuesday. Earlier he argued with me, "Monday and Tuesday we don't deliver"???

Now he says for refund we have to come and pick the furniture and then issue a refund. I don't know the dates. "My operations people will call you"??? It's over 2 hours. No one gave me call. SO I AM IN DEEP TROUBLE. No bed. I can't buy from anywhere else. Till Ashley picks up and they don't care what a customer goes through. LIARS LIARS LIARS!!! THEY ARE ONLY GOOD TILL THEY TAKE IN YOUR MONEY. Their internal process didn’t go through because there was no credit memo submitted for the old product to be replaced. Isn’t it your minimum responsibility to check and sort out your internal processes.

SUMMARY: ASHLEY LIED TO US REPEATEDLY, N number of times. No care was taken to follow-up and stay on their word. Every time it’s a new story. No follow up, no delivery, no concern. Lies lies lies. They simply don’t care about their customers. If they are like this, if we take their protection plan WHAT CUSTOMER SERVICE WILL THEY PROVIDE. It would be a big joke, isn't it??

When they arrived the base was not even in a box. Since it was dark I couldn’t see it good until they had it inside. The whole support system underneath was covered in dust. Then I discovered they delivered the wrong base and did not have enough screws to put the legs in both my couch and ottoman. Very nice guys who came the first time for delivery even calling someone to allow me to keep that base until the correct one was delivered. Manager was suppose to call me the next day and that was almost a month ago never a call.

Then second delivery time is set up and yet again wrong bed base was delivered except this time the delivery crew was horrible. Left trash on my floor and refused to take either bed base back to their warehouse. So now I’m currently stuck with 2 adjustable bed bases that are incorrect and set up in my master bedroom. Now Ashley is refusing to just take the bases and mattress back and to refund my money. Still want my couch no problems with it or the ottoman. Worst customer service I’ve dealt with in some time. They have nice furniture but horrible customer service. I’ve given them just a couple days shy of a month to correct the mistakes but they see unable to get it fixed. I guess me being an unhappy customer means nothing to them because they could care less about customer satisfaction and only about the bottom dollar. You got me once but it will be the last time I spend another dollar in any of their stores.

Today's shipment hasn't arrived, as of 4pm, and unknown if Saturday's shipment will come in or if my furniture will be on it! I am very frustrated and disappointed, as this is my first experience ordering from Ashley's! I chose pick up because I thought I could get it quicker and save a little money. I planned a housewarming party this weekend and now my guests will have to stand or sit on the floor!!!! After reading these reviews, I hope my furniture isn't damaged too! I'm ready to just cancel and get my money back!!!

With it all said and done the discount wasn't even applied at 350 a month for 12 months we would be charged full price for this model 4,700 just about for a couch we can't even use in our home. I called and tried to reason with a manager at the store and he was very rude not helpful at all. Basically he told me, "Sorry we can't help you. Good luck, our policy is self-explanatory." I work in customer service, and there are circumstances that bend the rules and at least for my company we try to satisfy the customer to tell them to go take a hike. I'm very upset and need a remedy for this issue, I feel scammed and played for a fool. My husband and I are not able to pay 350.00 a month for a couch we can't even do anything with!

I called the store and am now outside the one year warranty. They told me to call the extended warranty I had purchased. But get this - the extended warranty does not cover breaking of these pieces - just accidental spills, breaks, etc... ARE YOU KIDDING ME? This bed has been defective from the beginning and now you will not even attempt to fix it even with my extended warranty. DO NOT PURCHASE THEIR FURNITURE (it is cheaply made) and DO NOT PURCHASE this warranty. It is a scam.

This is my problem I have with Ashley Furniture. I wasn't told about a restocking fee of 10%. If I would have known this, I would have gotten the mattress I really wanted but the sales guy said, "If you get this mattress, you can always upgrade". This is the reason I purchased the mattress I have because he explained that I could upgrade but didn't say anything about a 10% restocking fee and a $75 pickup fee. Now that's it for that particular item. I also purchased a sectional but the frame is broken. I called and they are sending someone out to fix the frame, not replace that part of the sectional but fix it. My problem with that is, I didn't pay for something old or used. What I paid for was a NEW sectional.

So I asked about the other piece, since I had purchased the whole set, because I wanted a matching set. After all that IS what I paid for. So I went to the store to get my money back. "Oh No Mam, you have to use that money with Ashley..." Really??? Why??? It was my choice to walk into your store to spend it in the first place. It should be my choice where to spend it for being lied to, and you selling me crap! Ok, so I told them I wanted to buy a King Size bed. "Oh no Mam, we don't sell that bed here." "Why not? It is on you website." "Mam, that is online only." "Ok, so order the bed, and apply my credit to the bed." "Oh no Mam, that money is for in store only." Ok, so I pick out 2 recliners, and a sofa. Had them send me an invoice so that I would know what I would owe. Then I see, at the bottom, a charge for $249.99 for something called Ashley DASH.

I call back. "What is Ashely DASH." "Oh, that's the delivery." $250 for delivery??? "Then take the delivery off, and I'll pick it up myself." "Oh, No Mam, the delivery stands. That's what we charge to go pick it up and bring it to the store." You have got to be kidding me!!!! Thanks for absolutely nothing Ashley Home Store! You are all a bunch of liars. And your furniture is cheap junk!!!! $2000 for furniture that only lasted 3 years! You are no better than a scammer, as long as you can screw someone over! They have my order number on record at the Ashley Home Store in Arden NC. The manager's name is Drew, and he is a jerk.

Our initial contact with customer service found the representative quite rude. Subsequent contact has been fairly courteous. We took a return trip to the store and talked to the manager who said he would help, but I'm not sure that he could or would. He seem more concerned about the rude customer service person than the table problems. As it stands now, they have promised a pickup and refund. There better not be any restocking fees or other charges. We applied for credit and that account has already been charged. We are contacting them separately. I have also contacted local consumer groups, including Harry Hairston at Philadelphia's Channel 10, NBC 10 Philadelphia.

Just an absolute joke that they are not even willing to help at all... sorry out of warranty out of luck. So if you want a couch put together on the cheap that will rip, fade, rub off and the cushions are held on with flimsy velcro strips so every time you move the cushions fall off the couch... then buy a piece of garbage from Ashley Furniture. If you want to throw money out the window, then buy from Ashley Furniture. If you want to buy from a company that doesn't stand behind their product... then buy from Ashley.

Open box and item is even more damaged than the first. Called 800#. (On hold 34 minutes). Was told they would send replacement. I said I wasn't confident in the product and I wanted a refund for entire bed. She said they could provide "super pack" which would be a better packing job. I declined although super pack should always be their packing method, right??? I was instructed to pack up all 3 boxes, write a note for each box, directing UPS to the correct drop off location and set outside for pick up following day and I would pretty much get my refund whenever items were received back, inspected and processed. (AKA: Don't hold your breath.)

I packed up all 130+ pounds of boxes, set them outside. UPS arrives, knocks on door and informs me they only have pick up slips for 2 boxes - NOT one for the original damaged item. Off they go with 2 of the 3 boxes. I call 800# (On hold 18 minutes). Explained situation, was told they will probably pick it up Monday (today is Friday). Was instructed to bring box back inside and set it back out on Monday. For those keeping count, at this point, I have carried in and unpacked 3 huge boxes. Packed up and carried out one huge damaged item box.

Carried in and unpacked the replacement damaged item box. Packed up and carried out 3 huge boxes again. Carried in the damaged item box that wasn't picked up and will store that for several days and carry it back out on Monday. Absolutely absurd that the customer has to waste so much time and energy on Ashley Furniture's mistake and low, low quality items. Ashley needs better quality and better packing. Ashley also needs to modify the return process...at this point, I should have been instructed to put the damaged item in the fire pit and have my refund processed immediately.

I request several time to get this changed but was given the run around by every store employee except the manager who NEVER spoke to me and to this day I still haven't heard from. SO upon my delivery the delivery people set stuff down and left for the "delivery and set up" claim is also a big fat lie. Finally I wanted to go directly to the store that week and pay for the furniture but they claimed that since the paperwork was done, I had to go through the financial service. Why? I guess they think I am gonna change my mind and pay a big bunch of overage and finance fees, NOT. I paid the bill in full and still have not received a call from the store manager. I really just want to tell people NOT TO TRUST them because they lie and want you to sign up for a credit card which I have chopped up and gotten rid of.

UPDATED ON 01/05/2018: Well, I followed the response and emailed Ashley Furniture's consumer email. I got a phone call on my cell phone AT WORK!! Well, of course I couldn't answer and they left a message to call a person at a specific number. Well, I called that number and of course had to leave a message. I left a detailed message of when I could be reached and what time I was available to be reached. SO I guess that makes the matter resolved since they left a message and I did also. I still haven't spoken to a human and still am on a quest to make sure others NEVER shop there again. Thanks for NOTHING!! Try following simple directions of a phone message and maybe we could actually speak to a human. What a joke!

Of course I called Ashley to see if I could buy a replacement panel and surprise!..they don't manufacture this model anymore. Therefore there are no more parts available. I'm not spending another $3k for a newer model or a new bed, so I'll have to figure a way to fix it. I mean, me and my wife still have the first bed we bought when we got married, 17 years ago! This old bed is still in good shape and it was also in the same storage the Ashley bed was in. The old bed is also made of wood like the Ashley, with wood supports, not metal. How a bed this old can still be used but my $3k Ashley bed didn't make it to the 5 year mark (it broke last year). We're currently looking to get new living room furniture and my wife mentioned an Ashley store nearby. I said, “Absolutely not!”.

The density of king and queen mattresses are totally different. One queen has good density (But shape is totally broken now) and is firm mattress but the 2 other are so soft. I made another complaint stating the same. They did not resolve. The only criteria which they think is if mattress is not down by 1.5 inch, it's good. They are not considering the density difference at all. I visited/Called Store many times and I was told customer service is my only hope and customer service does not help at all.

Called Ashley Furniture back and issue was sorted out. The morning of the delivery (within hours of when our replacement was to be delivered), received a call from the dispatch service stating our delivery was canceled and was scheduled for the next day. We thought that was very unprofessional but we understood that things happen. Next day we received the replacement piece and it looked just as lumpy as the piece before. The delivery guys said it looked lumpy as well and stated that the way it was strapped in the truck was why it was lumpy and to give it 1-2 days to even out. So we waited 2-3 days and the piece never evened out... On our sales contract it states "if we are unable to replace or repair the merchandise or provide you with an equivalent replacement acceptable to you... we will offer you a refund of the purchase price."

So reading this, we felt entitled to a refund after attempting to have pieces of the sectional replaced with no resolution of the problem. Called our local store who promised call backs from the manager. Days later finally spoke to a "covering manager" who offered an exchange of the sectional. At the time we felt entitled to a refund, but was told that they could not approve that and that I could call the corporate office. Called the corporate office and was given the BIGGEST RUN AROUND I HAVE EVER EXPERIENCED IN MY LIFE. Spoke to numerous individuals, sent numerous emails with pictures, was never responded to. Finally today, over a month from when our issues started, we spoke to a corporate supervisor "J.R." who stated "the couch was manufactured to be lumpy and requires maintenance and frequent fanning out." I was shocked by his response.

He repeated numerous times that the couch was made to be this way; however, I was told by the technician who saw our couch in person that it was indeed manufactured incorrectly. I told "J.R." this and he kept repeating what seemed like a script of what he was suppose to tell me. I have never experienced such poor poor treatment of customers in my life. I'm normally always more than happy with items purchased. I NEVER WRITE BAD REVIEWS, so for me to take the time to write this shows how UNBELIEVABLY DISAPPOINTED I am with this company. WILL NEVER PURCHASE from them again.

Attempted to write a similar review like this on their website and was blocked because my review talked about "customer service". We finally came in person to our local Ashley store and finally got in touch with a manager who claimed he knew nothing about our case although I was told multiple times he was emailed regarding our case. Thankfully he refunded our sectional although we were told by another manager that they could not do refunds. So confused, but glad we got it refunded in the end.

As the sole person living in my home, this table has seen very light use so I am quite shocked that is has deteriorated so quickly. I imagine that if my table had seen regular wear that the defects would have become apparent sooner. Of course now we are outside of the limited 1 year warranty. I swear these products are manufactured to only last the bare minimum amount of time. Interestingly enough, I read reviews on the Ashley website that others were having the exact same problem. They are clearly aware of this issue. Lesson learned, I'm never buying an Ashley product again!

They said they would come pick up the sofa and take it to their warehouse and repair the whole defective sofa!!! So last month, October 2017, they came and picked up the sofa, took it for a week (we had nothing to sit on) to repair the DEFECTIVE SOFA... Now today almost a month later, we call them to tell them it BROKE AGAIN!!! And now they say they will not fix it because the warranty is not effective!!! It was just a month ago that they fixed it and it's still falling apart!! So now our sofa is broken in 2 spots!!! In the back and underneath where you sit!!! We can't even use our sofa and it is only a year old!!! And it has had SEVERAL REPAIRS WITHIN THAT ONE YEAR!!! It was declared DEFECTIVE!!!

This is robbery and it is so sad to do this to people. A sofa should last for years!! Not every couple of months the wood needs to be repaired in it. We need our money refunded or a new sofa that is not DEFECTIVE. We shouldn't have to buy a new sofa every year!! My heart is broken at how Ashley Furniture has ripped it off! It's not right!!! In the pictures below you can see the wood came through the seat! And the back is broken too??

Giving it a few more nights we decided to call the store of which the CSR there actually said to wait 5-6 months. I did not think waiting that long would call for the mattress to suddenly get more comfortable. If we had actually expressed concerned that time much later, would it make us appear not believable? I did not believe that made sense. So I had a technician appointment set. After the assessment, I was not given any report but just simply shown on the technician’s tablet screen my notation of discomfort. The tech is also show there is a gap deviation with the measurement as well.

Today, we visited the same store where we purchased, we are told the same answer with the sales managers taking turns of saying “no.” They do not take returns. However we were asking to exchange and were not asking for a refund. Not even a portion of a refund at that. We profusely explained we had discomfort issues and think the mattress is sunken in. There is significant physical pain we are experiencing after waking up from the mattress.

Having this conversation on the sales floor was frustrating but we remained concerned and civilized. We just felt there was no customer service coming from the store but rather customer TACTICS to make us leave. It is very disappointing. We did not get anywhere with the managers, as we thought our salesperson was courteous. Which is the reason why we are writing directly to corporate, since the store we purchased from reiterates they are “not going to do anything about it.” We ask that there be something done from corporate because the store will not. And we simply do not wish to go back to the retail store that made us feel dissatisfied with purchasing Ashley products and very disappointed with their customer service.

Called several times into Ashley to find out I need to contact a different department- so I did spending hours on hold cumulatively. Finally a supervisor agreed to send the delivery team back out to see what could be done. No word back- had to call in again with no help. Now I get a call from Ashley stating they are sending me a new headboard and will not be delivered or 3 weeks. Cannot return merchandise and in all this downtime it went on sale and Ashley will not honor the sale price. Son's room will be a mess for a month. Have never been tested so poorly as a consumer!!! Never will shop here again and now calling my credit card company for help. Hire some competent and polite staff Ashley!!!

I went to the store trying to plead with them and to pick up my pillows I purchased separately $200. I didn't like the pillows that came with the set. The manager himself, told me the lighting in the showroom was lighter than in someone's living room. So once he said that I thought I would be able to exchange for the lighter living room set. They told me I had to pay a restock fee, which is 30%. The set total is $2334+ . Not willing to work with me at all. It was just delivered, so not fair to me. Why should I have to pay 30% and suffer for the lighting in the store. I said I do not want the pillows then. They had not gotten them from the back yet.

I told the manager I want my $200 back for the pillows I purchased separately. He told me I can't get a refund because they were ordered for me. So now I'm pissed. I'm stuck with a living room, color I didn't expect to receive, couldn't get my money back, so I walked out, not picking up pillows. This just isn't right, that they wouldn't bend the rules a little. I was willing to pay something but 30% restock is ridiculous + redelivery would have come close to $760. Why should I have to pay that much. I contact corporate, which was a waste. The lady understood my frustration. Then she called into the store, came back to the phone, totally sided with store. Next day I contacted distribution. The manager was there but rep said he doesn't take calls. She have to send him an email and he will get back with me within 24 to 48 hrs. She totally understood my frustration as well.

The manager never contacted me. I didn't hear back so I was calling every day. A week had passed I finally got a rep on the line at distribution. No one still willing to work with me. That says a lot about Ashley's, especially me being a 3rd time returning customers. So it's being finance so why should I have to pay for something I don't want. I wanted them to come get it. A month has pass it's still sitting with the tags on it, no use to it. Damn shame I have to suffer because their lighting is off. All I wanted was the lighter color set. Distribution manager never got back with me till this day.