Ashley Furniture Reviews

Unfortunately, the customer service representative told me that peeling and discoloring was not covered on the warranty. During the same year, I purchased a replacement arm rest because it completely peeled off. Now the same problem is occurring to one of the recliners (the leather is peeling off). Unfortunately, I am extremely disappointed because after purchasing an item that I expected to last many years, now I have no other option than to buy another set or get them repaired.

My wife and I purchased a table from Ashley Furniture that clearly has a manufacturer defect, yet Ashley Furniture refuses to honor the manufacturer warranty - even though we are inside the warranty period. In fact, they refuse to even look at it. The top finish applied to our table looks like the cheap laminate covers you would put on a text book as a kid - and the finish is now peeling, chipping, bubbling and beveling - even though, my wife and I have barely have used the table and kept it covered for almost entire time that we've had it.

Now, my wife and I are getting the run around from their customer service employees, who have done everything from tell my wife and I that we abused the table (is barely using a table abuse?), that we must have put a glass down on the table and caused water damage (how is this plausible theory if the damage is everywhere?) and that we caused the scratches (despite the scratches not truly being scratches but being beveling in the finish). Overall, if you don't want to feel abused and treated like dirt, don't do business with Ashley Furniture. After you've written them a check, you should expect them to not to honor any agreements or manufacturer warranties (unless you sue them). And you really shouldn't expect to be treated with any dignity or respect.

I paid for delivery and they only did it one day. WTF. I had to fight with them to deliver it so we had something to sit on. And when they came to deliver it, they scratched my wall in my brand new house that was just built and on top of it drove over sidewalk to the house and cracked it. I was so pissed with everything I just left it because I didn't wanna ** again, but now they won't fix anything when I have warranty for it. I am so pissed and would never go there again or recommend it to anyone. If you go there, you should just burn your money because that's what you doing there.

I'm writing this as I sit outside, the sofa inside with front windows next to the sofa open and I have four fans running in an attempt to air out my house. I have also attempted to vaguely seal off the rest of the home from the living room. We are in the process of attempting to return it under what the stores states as a "We Honor A One Year Manufacture Warranty" policy. I wish I could write more regarding this but I really don't know what else to say other than BUYER BEWARE and research before you buy and if you think it stinks but somebody else does not smell it - DON'T HESITATE - return it before you get sick.

We have a table, bought some two months ago. It had some damage to it that we considered minor and didn't complain about it. (It turns out that Ashley is holding this against us now, so don't do this - complain right away about every even so minor scratch and make them send a technician. You'll see why.) About a month after we got it, a not so minor defect started to manifest itself: a small bubble formed in the surface, with a small opening, about two inches long. We called customer service and they sent a technician.

The first thing she said after taking a look at it was "this is from a staple underneath" - and sure enough, there was a staple (from the packaging) and apparently it pressed ever so slightly against the veneer and made it stand up and create a bubble after a month. She also said that they do this all the time; it seems to be a common problem. She wanted to try to fix it, but considering the other defects (that we swallowed initially) we thought we'd like to get a new table top. So she took a few photos and said she'd file a report. So she did; I tell you below what they told me that was in it.

She also said that we'd be contacted by customer service - which never happened. So we called them (not a pleasant experience, what with the hours on the phone). They said no dice... they'd only fix that staple damage (note that they said "staple damage"; this will become important later), not exchange the table top. We tried to talk to the store, but they don't care nor seem to be able to do much about it; once they sold you their loot, you're on your own against Ashley customer "disservice".

So we marked a second technician visit. He didn't seem to know much about our conversation with the first technician, but he also targeted the staple right away. Since we knew that him trying to fix this was the most we could get from Ashley, we let him try. He took out the staple, but couldn't flatten the veneer bubble on top. He said he couldn't fix it, took some more photos, told us (again) we'd hear from customer service and left.

Of course we didn't hear from customer service - again. After almost two weeks, I called them. And here now comes the thing: they told me that neither of the two reports said anything about a staple, and the second report claims that this was water damage caused by us. This after the second technician took out the staple right in front of our eyes. I don't know who was bending reality; it could be the technicians filing crooked reports, it could be someone "editing" the reports before or after they enter the system, it could be the customer "disservice" people. Since I only know what happened here and then what they told me what is in the reports, I can't tell where the disconnect with reality happened - but somewhere in the process, connection with reality got lost.

The customer service rep also told me that the second technician mentioned in his report that there were damages to the surface (according to him caused by us) and that because of this any warranty would be void anyway. I don't know where they got this from... the only damages are the two that were in the table top when we got it and that we considered minor and not worth the hassle of contacting Ashley customer service. Don't do this, complain about everything right away, make them recognize it, make them send a technician to analyze it or you may later hear that a damage caused by them voids your warranty.

Conclusion: don't let an Ashley technician into your home touching or analyzing anything without recording everything she/he says and does, or else you may be surprised what ends up being in the report that will be the basis of their decision whether or not to honor their warranty claims. (You may be surprised anyway, but then you at least have proof.) I have better things to do with my time than to go after Ashley to get a table top replaced, but for all of you who still have their guys coming into your homes: record it; it may come handy. I'd really like to be able to post on YouTube a record of the two technicians talking about the staple, the second one taking the staple out and trying to flatten the surface, and then the customer service rep on the phone telling me what supposedly was written in the two reports. It would be hilarious. I hope someone else can do this. In any case, good luck - you'll need it.

I am lost at this time not sure what the store is reporting and not sure what customer service team is giving to deliveries. Finally I am the one who is struggling with all this mess. Unfortunately I took 5 year warranty and not sure how much more I have to struggle with this non-sense company after spending so much money. Please try for some other alternate instead of going here.

After about 3 1/2 weeks, we noticed that it was buckling in the middle and a buildup was right up the center of the recliners. We called Ashley's. They said they were going to send a technician out and they did. He came out and said we needed new foam to go into the cushions so Ashley's ordered the foam. It came to our home 1 1/2 weeks later. Another Technician came out and he said, "This is wrong. You didn't need foam." Then Ashley's arranged to have the furniture come to their warehouse so that someone there could look at it. We received a call saying they knew what the problem was and they were going to fix it. 2 weeks later we got another call saying they had ordered the wrong piece and would have the other (correct) piece in a few days.

We waited another week and they said it was fixed and set up a delivery. When we inspected it there were still some buckling and on one part there were dents in the furniture - they took it back. 1 week later, we got a call it was fixed so they delivered and from what we could see from the naked eye it looked good and that was 7-19-14. We have been sitting on it and guess what - it is starting to buckle again. They have the couch since 7-19-14. We have not heard a word from them. I have started talking with the people at RAC because I am still making payments and have not enjoyed the furniture yet. Well, I am at the place I don't want to wait any longer. I think we have been very patient with you all but Enough is Enough. Please someone contact me.

Bed#1: The box spring and mattress almost completely covered the headboard. It obviously didn't need a box spring so I sent it back on the truck. I hoped for a refund. They said they never give refunds, only credit. I consider this the salesperson's fault but it didn't matter.

Bed #2: I ordered a Full size frame and matching mattress and box spring. The box spring and mattress were full but the headboard and foot board were queen size. I have called 3 times to have the correct size shipped and it has been an ordeal. The rep said she "needed approval".

Bed #3: After the delivery guys left (they were very nice I must say), I realized that the twin headboard was not attached to its side rails. I made an appt for them to come back out.

Each phone conversation has been painful. The sales people are really enthusiastic and must be on commission. But the service is really poor. And the no refund policy is terrible.

On July 5, we were told that the headboard for our bed was backordered, so it wasn't ready, and the entire order couldn't be delivered until 7/16. We were discouraged, but agreed. On 7/12, we were told the headboard still was not ready, and they needed to delay it another week. We were upset and my husband advised the worker that he wanted the rest of the furniture to be delivered on 7/16 then. The furniture came, but they did not bring the bed AT ALL, just the mattress rolled up in a bag (it was Tempur-pedic).

I was at work when they delivered the furniture, so my husband was home and he immediately called the 800 number and complained. They guaranteed us the whole bed by the next day, 7/17. So my husband waits all day on 7/17 and the furniture doesn't come. He calls them again and they advised my husband that the bed was sitting in their warehouse, but there was no more trucks to deliver it (mind you, we live maybe 15-20 min from the warehouse). Finally they promised us (after my husband screamed at them) $200 credit and the bed the next day. The next day the bed finally came, but if it wasn't for my late grandfather promising me this couch on his death bed, I would have never ordered from here. Complete waste of time and energy, and the furniture was extremely overpriced!

I blame myself for accepting this furniture because my nephew is a furniture delivery man and he told me everything to look out for. He told me not to leave the room when the furniture is delivered and to inspect every piece of furniture. He told me not to let the delivery guy try to put nails in the back of the furniture because it would be nails they found in the bed of the truck. He told me if the delivery guy asked for water to give it to him after the furniture was set up and I has accepted it because that is the time they use to cover over any defect in the furniture with a marker they carry. Would you believe the delivery guy asked for water after I started to point out the issues with the furniture and the paint discoloration?

Anyway, about two weeks after the furniture delivery, a gentleman did come out to inspect the furniture and address my issues. He put nails in the backboard of the dresser and used some stinky stuff to address the paint issue on the dresser and the night table. He told me before I agreed to him using the spray that the smell would last 15-20 minutes and if I sprayed Febreze the smell would leave even faster. The smell was so toxic that I opened the windows and used up a can of Febreze. Needless to say, the smell lingered for about 3 1/2 hours and traveled throughout the rest of the house. My daughter started to sneeze non-stop. My point is, this is new furniture. I don't think I should have to go through all of this with new furniture. I waited a long time to purchase new bedroom furniture and I am so disappointed. I really wish that I had read the reviews about Ashley Furniture. I will never purchase furniture from them again.

Apparently, Ashley does not seem to think that their furniture can stand up to the REAL wear & tear of daily life. I have called several times to speak with someone and I either do not get answer or I do not get a call back or I get the party line. In this day and age, I am flabbergasted that a company does not make a suitable piece of furniture that lives up to the wear and tear of housekeeping. Maybe I'm just wrong in assuming people clean behind furniture or clean their carpets or maybe Ashley just doesn't make a quality piece of furniture. In comparison, I have a 26-year-old day bed that I took to college and it is still fully functional and in fabulous condition!

I end up denying the furniture and come to find out that they do not accept returns. And if they do, under certain circumstances, they charge a 30% restocking fee and then only give you store credit for the remainder of what they owe you. They ordered me new furniture and lo and behold, it was delivered in 2 more weeks, so that makes a total of 10 WEEKS for delivery of the furniture. The new set was in good condition so I accepted it. I WILL NEVER BUY FURNITURE FROM ASHLEY AGAIN AND I RECOMMEND THAT YOU DO NOT EITHER!!!

My last set of furniture lasted 28 years. I look after what I purchase - I am not made of money! After listening to Ashley's Corporate office voice mail blurb - how they are proud of their furniture and their customer service - I am disappointed to report that I was told I am on my own - that my husband is now re-assembling the chair with real wood and wood glue, attempting to stretch springs and re-attach them, and disappointed that my purchase that I hoped to use for years to come are now falling apart before my eyes after 15 months of minimal use. Prove to me that you believe what you say, Ashley, and stand behind your product! Will definitely not recommend Ashley furniture after seeing how they are made!

The store manager called me back yesterday, said they had the set in stock and it was being loaded on the truck for delivery today, and Maryann would call me in half an hour to let me know what my 4 hour window was for delivery. No phone call. I got up first thing this morning and called the store. No answer, not open. Then I see a voicemail on my phone - hope restored. They said there was no record of delivery today and took it off the truck.

I called several times and the recorded message said ”no one is available at this time". I left a message saying "do not take it off the truck, this IS the day of delivery". She called me back, said it was too late and we need to set up another time for delivery and "sorry for the inconvenience". Inconvenience doesn't even begin to scratch the surface. New delivery set up for Saturday, and I'm to receive a phone call tomorrow (Friday) for my 4 hour delivery window.

Right now, this is theft of my money. People rearrange their lives for this. To them it's an inconvenience, to me it's breaking a contract that was literally signed. I don't recommend anyone even step foot in their store, and when looking to write this review, I have encountered numerous complaints about everything from delivery to quality to protection plans. If the set doesn't come Saturday in absolutely pristine condition, I'm getting my money back and going somewhere else, never to step into another Ashley store in my life, and telling everyone I know about this experience. Word is already getting around. At this point right now, I am vowing to hover over the guys Saturday to watch as each piece is unpacked, if there is the hint of the slightest blemish, they can repackage the whole thing and I'm going somewhere else, even though the "contract" states they would just replace the bad part. At this point they have broken the contract, to me it is null and void.

Once again, I contacted them again and they sent another repair who ordered new drawers. Upon receiving the new drawers, I opened them and noticed that the drawer front was not the same thickness as the originals. My daughter then points out to me where the bed support has began cracking under the ladder. I then went and spoke with the GM at the store and he just sends another repair guy out who didn't acknowledge any of my complaints. All he points out is that it was some crayon on the furniture and leaves.

I then later spoke with the GM again and he states that the furniture has been abused and denies to do anything else to the furniture. The crayon wasn't on any of the surfaces that the paint had peeled off of. I made a claim to the BBB and the GM denied me ever reporting anything about the cracked support. About another month goes by and more paint has came off and the support has cracked even more. I go into the store and they send out more repairmen. They inspected and took pictures of the furniture.

One of the guys even tried to spray paint it but the furniture wouldn't take the paint. The replacement drawers that was put back into the boxes they came in looked like the original drawers. I disassembled the bed prior the repair guys coming out and noticed that another part of the support had also began to separate, and the edge banding on the front had bubbled. I contacted them and told them to come remove the furniture due to the supports being cracked and they refused due to the contract. But, a few weeks ago I received a letter in the mail saying my contract had expired and to make arrangements to have the furniture picked up. I once again contacted them and they said that they couldn't pick up my furniture due to the condition.

When we went home I opened the box inside the car to take the pieces inside to find that the table frame was cracked and broken. So I called the store immediately to inform that and they asked me to call the head office. When I called the head office they told me that I signed a paper stating that I inspected furniture to ensure it is not broken. I said I didn't know I signed that. I thought I signed to accept the goods. Well they said they are not going to do anything because it is my fault that I didn't read the papers I signed. I also bought the protection plan for the furniture so I thought it could help me to fix it, to find ABSOLUTELY NOTHING is covered in the protection plan. There is a fine print for all sort of exclusions for types of damage in the protection plan. Bottom line is I have a broken center table that I paid $400.

The furniture showed up on the 10th, but the bed was defective [no way to attach side rails to head and foot board]. The delivery guy called customer service who informed me it would be at least 4 to 5 days before the new rails could be sent out. When I objected she responded with, "The new bed rails won't be there for at least 3-4 days, so you can either deal with that, or send it back. That's how it is!" So I sent it ALL back. I refused to keep any of it. And we got our money back. Later found out that the salesman KNEW it a delivery on the 12th would not be possible, but he thought if it came early that we would just "Deal with it". I live in NC, the heart of the furniture business in America. There is a furniture store on almost every block in Hickory NC [20 minutes say]. I don't have to take crap from one supplier. At least THAT business has not been monopolized to the point that consumers have no choice. And consumers SHOULD NOT choose Ashley.

I expect a VERY QUICK resolution to this! I want my delivery charge FULLY REFUNDED NOW AND I WANT TO BE COMPENSATED MORE! We are in a new house without any bedroom furniture because of THIS STORE! Still working with this ridiculous company trying to 1) get my furniture and 2) get something for my inconvenience!!!

On July 2nd, I called Montage and told them this and they directed me to call the store I did the transaction with because they were to provide me the terms at the time of sale. I called and spoke with the current manager at the Ashley store, James, and he was very apologetic and said that he would get this matter escalated to his regional manager and I would get a call back the next day.

I received a call on July 3rd from Margie. She said she was from the corporate offices in Rochester, NY. I again explained my concern that I was never given any terms on the coverage policy and she said she would call Montage and review with them. A few hours later, she called back saying there was nothing that could be done. She said the manufacture stopped making the product in 2011. She wouldn't offer me any other alternative for support or help. My biggest issue is that no one at Ashley or Montage is taking ownership of the fact that I was never given the full terms and conditions at the point of sale, nor was I told the protection plan had limitations on it. I was sold a "5 year full protection plan" which turns out is nowhere close to what I actually am entitled to.

Sharon, the regional Operations Manager, is a nightmare to deal with. Store managers and phone operators both admitted to me unsolicited that she is terrible with replying to emails and phone calls. It took three voice mails, an email, and demanding that an operator face-to-face request a call back for her to contact me. She was rude and stingy. After demanding some kind of compensation for my troubles, I was offered a $100 gift card, although I would never, ever return to Ashley Furniture. Sharon was terrible at owning the problem and only blamed the manufacturer for the problem. Terrible, terrible customer service.

Rita at the Avon, Indiana store should be fired. She is friendly on the surface but told me multiple lies to convince me to purchase the furniture. Ryan, the store manager at the Avon location, should be promoted. He was fantastic and was the only person who made it seem like I was a priority. Unfortunately, it was not enough for me to ever return.

Before purchasing the furniture, I had asked that if there was anything wrong with the furniture if it would be possible to return it, and they said absolutely. The sales manager said you could cancel the order and you would receive a full refund; however that turned out to be false. My disappointment is profound with this horrible furniture, making me regret ever purchasing from this establishment. I've never previously had a problem with furniture retailers before, and I am utterly outraged at the loss of my hard earned money and that I'M currently marooned with this useless, shoddy, and rather expensive pieces of furniture.

Your establishment DID not honor their apparently guaranteed sales terms and conditions. Ashley's furniture sales representatives lie to their customers about the products that they offer for sale. They do not permit you to read the fine print that lies in the terms, hindering me from possibly rethinking my decision. Their constant deterrence from reading the documents concerning my purchase seemed suspicious to me, as if there was something hidden from my knowledge.

I asked the sales representative, an older gentlemen known by the name of Simon, what am I signing? He simply replied, this is only saying that your order will be delivered in two weeks. He failed to mention to me that the furniture would be a final sale, with no return allowed after delivery, even with my receipt of purchase clearly stating that I could receive a full refund as long as the furniture in question was not damaged or a closeout, and was returned within 15 business days after delivery. This deeply troubles me, as I usually would expect honest promises from such a well known furniture retailing establishment. It was a lackluster experience with inadequate customer service and dishonest means of selling. I will most likely refrain from purchasing from any of your establishments ever again.

Anyways 2014, I called to see if they would cover the part of the leg of the table. Representative kept asking me when this took place. I told her I don't remember. The representative insist that I give her time when this took place, so I told her I don't remember, especially with a toddler, it's hard to find the time frame that took place and I gave her 2 months ago. She put me on hold, came back on line stating that I do have the coverage for insurance but the accident that damage my dining table took place more than 14 days ago, that it doesn't cover. The representative told me to read the following on the invoice but nowhere it states that. I would never or recommend my friends to purchase anything from Ashley furniture. I really think that is so SNEAKY!!!!!! If you don't want to cover the damage just say upfront! The dining table didn't even cost that much, it's not a big deal to buy another one, but the concept is wrong!

After I wrote this... I am writing to you after my fiance commented to your Facebook wall. I am absolutely furious and concerned about Ashley Furniture. I loved your store and always have. I recommended many friends and family members to your store after my first purchase (which was this couch). When my fiance and I first moved in together, we went to this store and had such a great sales experience with Cindy. She sold the warranty for our couch to us and we ended up spending $1300+. I called the warranty company right away when I noticed that our sectional couch started to peel. The top layer of the vinyl started to crack and now is having tiny layers coming off. It is not ripped or scratched, it is almost like the material dried out or something. We have always took great care of our couch and I called as soon as I noticed it.

A few days later, the warranty person came out (on May 23). He did not ask any questions or talk to us. He took pictures of the couch and went on his way. A week then went by and we still did not hear from anyone about the visit results. I then got the phone number from the store we bought the couch from and when I reached a warranty consultant all she did was ask for the phone number and had me confirm the furniture I was asking about. Then her response was, "This is a rejection due to accumulation". I had no idea what she was talking about and told her that I didn't know what that meant. She said, "You have a lot going on with your couch". She then told me that because it was a "big" area on our couch, they were not going to fix it and our couch was not covered.

I gave her my concerns because I called them for them to come out IMMEDIATELY (as soon as I saw it) and then a week goes by and they didn't attempt to contact me. I asked her if I could speak to a supervisor, and she took my phone number because the warranty is under my fiance's and told me that the supervisor would review it and call me back. I didn't hear from them for a few days so I asked for a manager and Mary Rose said that she would take care of it for me.

It's now been about 2 weeks and I have been trying to get a hold of her or another manager since and the associates just tell me that someone will call me back. I then was beyond frustrated the other day and then again, called the oxford valley store again. The sales associate said that she could not do anything and said she would transfer me to the services dept. I then explained to her that I am not getting any help whenever I am transferred to them. She then told me that she will contact them and have them call me back. I tried a few more times trying to get through to someone at the warranty dept and I am not receiving any help! I have worked customer service for numerous years and I have the utmost respect for any services employee, but I need help. It has been a month since I brought up the issue to the warranty company and my couch is getting worse.

I purchased the warranty with the confidence that my favorite furniture store would deliver the previous customer service that I was given before. I have another piece of furniture that has a warranty on it and would hate to have to refund my warranty to discontinue my loyalty to Ashley Furniture. Please help and fix my couch. I am personally a graduate student who is living on loans and I cannot afford to replace this couch myself. This is why we bought the warranty to ensure our furniture would last and be protected in the coming years. Please contact me at my given phone number. I'm trusting you Ashley Furniture!! Thank you.

Spoke to manager who transferred me to customer service manager who basically asked what was missing, expecting me to know their furniture and different part numbers. I handed back to delivery person, as soon I handed to phone to delivery person the customer service person handed the phone back to ** who started asking basic questions to delivery guys like what is part number he should order to fix the issue. After their conversation, the delivery person hands over the phone to me, at this time ** is asking delivery person not to handover the phone to customer and he does not want to talk to customer. The customer service person comes back on line and says my next delivery date is after a week and I have to wait. It was my fault and they are doing a big favor to fix it. I told him that my kids have to sleep on the floor to which he says not his problem and he cannot do anything. Also, both ** and customer service person start discriminating on me saying I do not understand and I am not aware of how it works, thinking because I am an immigrant to this country, I do not know anything.

After a while, the store manager **, calls and is very apologetic for the behavior of the people in her store and promises to fix the situation. She even said "I know there are issues, I just started in this store 2 months back and I am here to fix these issues" I will not recommend anyone to buy from Ashley and if you ever buy, make sure you review and confirm 10 times what you are buying (wait, I did confirm and ask ** 10 times if this is a platform bed even if I am not buying the storage). Well then, good luck if you still buy.

She came back to the phone and said the date had been pushed back and even double-checked the date. She came back on the line and said I'm afraid they've pushed your delivery date to August. I said that won't work. She said I'm sorry but they don't have the hides yet to make the furniture. I want my money back which incidentally already cleared the bank. I told her I didn't expect to pay the restock fee since it was not my fault, she said that wouldn't be a problem. My husband later phoned the store and talked to the manager who was less than helpful. He told my husband they were waiting to make the furniture to see how it would sell. This is fraud! How can you sell a product that you don't even have? All I want is my money back and they are saying it would be at least ten days because it would have to go through corporate meanwhile I have no furniture and no money to buy furniture!!!!!

We have had a technician/upholsterer come out to do repairs 4 different times. We purchased a bedroom set as well as an entertainment center. The doors of the entertainment center are not even, and the bedroom set also had some damaged pieces. We were told that all furniture has a quality standard which means that defects are acceptable or considered new based on some sort of quality percentage. I think if you are expecting brand new furniture defect free, do not purchase from Ashley. Spend a few extra dollars and get the quality furniture that you deserve.

When I called customer service, they said they normally do inspect their products prior to shipping, but I guess that was a lie. Then they said the earliest they could exchange my brand new defective furniture was the following week. A week rolled around, and I waited all day. After calling customer service, I found out that "somehow the exchange didn't get on the morning truck". I now find myself waiting for furniture again. I cannot believe that a large franchise would have such poor-quality, defective products and such awful customer service. There is a reason their furniture is cheaper and next time I will just save up more money and go somewhere else.

I want a refund and he said it should take 5 to 7 to 10 days to get it if corporate concludes it was a store problem. Like it would be my fault for not having my table delivered that I had paid for a month ago. He told me not to threaten him, I did not threaten, not that I did not want to but what good would a threat do? I told him I wanted the full refund and he was not to withhold the 10% and he hung up on me. Wow, I won't ever buy anything from them or any Ashley store. I hope to get my refund in the next month! Guess I can call my credit card company. Don't know what to do at this point.

Then, I noticed like a "peeling" of the very edges of the whole one side of the table. Then, I noticed that wherever we put our dinner plates, rings from the plates started to appear. They take days to disappear, too. We paid over $1,000.00 for this table and six chairs. I loved the "country charm" it has and the pattern going through the table top. That was one of the biggest reasons I purchased this particular one (and of course, the size). So I guess what I'm trying to say is for what we paid, the table seems to be very low quality. I will never purchase any wooden furniture from Ashley again. Disappointed would be putting it mildly, to say the least. = (

There is about a 6 inch square bald spot on the left arm of the chair and a 1 inch square bald spot on right arm of the chair. It looks hideous. I filed a claim with the insurance company and was told that the coverage I purchased does not cover failure of the product or normal wear and tear. It only covers accidental damage to the product, like if I sat on the chair with glue on my arms I guess and caused the damage. I feel like such a fool for purchasing an insurance policy that does not cover normal wear and tear on the furniture. So I guess if the furniture gets hit by lightning it would be covered, but if it suffers from defective materials it is not covered.

By the way, insurance covering defective materials would be great insurance to purchase if it was available, since we can't see inside the product when we purchase it. The manufacturers warranty only covers 1 year on the cover or fabric on the chair. So basically I will need to purchase another chair for $406 plus tax somewhere else (definitely not from Ashley Furniture) that will hopefully match the rest of my furniture. In my opinion, this $219.99 Premium Combination 5-Year Protection Plan insurance coverage is a complete waste of money and anyone considering purchasing from Ashley Furniture should not let themselves be talked into this additional insurance coverage.

Since Ashley does not have their own service dept, I was told someone from whoever does their service would call me to set up a time to come. Of course no call was ever received. I called back and finally got a time for over a month after my 1st call. STILL WAITING. Bottom line, don't expect any reasonable service from this company.

The store manager offered to discount the damaged items but by this time, we wanted to return everything for a refund. The store manager refused and the corporate office would do nothing but send technicians to inspect the furniture and agree that it was damaged and needed to be replaced. The store manager did offer us an exchange, but there was nothing in the store that we wanted. The store manager also offered us a discount to accept the defective items. We are now awaiting delivery of a third replacement china cabinet, but the delivery driver went to the wrong address despite our repeatedly updating our address with the store.

We also looked at some living room furniture, but decided not to buy after noticing that the finish on several pieces of the same furniture on the show room floor did not match. Other items on the show room floor were noted to be poorly made with drawers and other parts that did not fit together properly. We will never buy anything from Ashley again. In fact, we will not buy anything made by Ashley carried by other furniture stores.

They were so happy because my mom got her bed in one week and my friend got hers after two. I called 3 weeks later after never getting a call or hearing from anyone and was told I wouldn't get the furniture until the end of June. Imagine how disappointing, being as it is absolutely ridiculous to wait 3 months to get furniture (and especially having to be the one to seek out the info). I asked to choose a different one. I went in the next day and found a new sofa, where we experienced the horribly rude lady again and witnessed two employees yelling across your showroom about how one disrespected the other... again more awkwardness at Ashley Furniture.

When we were FINALLY done I was told the furniture would be in in 2 weeks... Two weeks would have been last week. Turns out this lovely company was calling my mom to deliver the couch. When my mom, who should not be involved at all, called back they told her that neither of us had deliveries and it was a mistake. I called the next day and found out that it was indeed a call for me but they had been calling the wrong number. I told the woman I spoke with that they had been calling the wrong number and I was originally told my sofa would be delivered the next day, which was Saturday. Ashley only delivers to my area every other Saturday, so it had to be that day or I'd have to wait two weeks. This is completely ridiculous, which I stated to her. She said she'd do a special delivery this Saturday (today), since it was too late at that point to get it delivered on the day I was promised, but I haven't heard from them.

Turns out they've been calling my mom AGAIN, even though they said they had corrected that issue last week. I tried to call them back but their answering machine cuts off after 10 seconds, so it's pretty hard to leave a message. I've tried calling this morning because they say that they open at 9, but that's apparently a lie as well. I have no idea if my couch is coming today, so I guess I'll waste some more of my time on this beautiful Saturday and hope that your company can finally get it together. I have never experienced such a horrible experience and have already begun to spread the word about what a horrible ordeal I've had with this company. I promise you I will never step foot into another Ashley Furniture and will do my best to make sure anyone I know who is looking for furniture will go elsewhere!

That was Sunday and District Manager Kathy was in that location for manager's meetings. She stepped in, spent good one hour explaining to us the mattresses and their firmness and promised us that once the new line of Tempur-Pedic comes in, which is being expected within two weeks, they will honor the same price as the one we picked previously and it was $2800. So she requested us to wait for two more weeks. I kept on calling for 3-4 weeks and no response and the front desk customer service lady never returned my calls. I was called back again by Muhammad (5/19), that finally the new line was in store and when I went to check it out and once I picked the kind I liked, I was told that they will not honor the price they have promised last month.

Matter of fact when I asked to talk to store manager, I was told that he will never honor this price and he started yelling at us and asked us to leave his store. He got up and yelled, "Leave my store now!" I was shocked at his poor customer service (especially being a manager) and when I asked him to calm down, he did not care at all. And, to make things worse, we had our kids with us and they heard the whole things and were asking why that man was yelling on the way home. They were shaken by the whole event. We requested to speak with Kathy (District Manager) about the situation and now she is not reachable and will not return our phone calls either. We are very disappointed and never experienced poor customer service like this before. I hope somebody takes this very seriously and get back to us letting us know how this was handled.

Ashley Furniture then informed me that their policy was such that I had the option to pick out a new mattress of my choice or replace the old mattress with the same kind. If I were to choose a new mattress, I would be given a store credit. At the end of May in 2013, I went in and picked out a new mattress from the same manufacturer, but a different model. The cost of the original mattress was $940.53. The cost of the new mattress was $1539.94. They gave me a store credit of $703.78 which was apparently the total cost of the defective mattress, minus the box spring (which I kept). They charged me a $75.00 fee to come and pick up the old mattress and deliver the new mattress. The new mattress was delivered to my new residence on 08/09/13.

When I got my first bill for the new mattress, I immediately noticed how high my minimum payment was ($58.20). The agreement that we had come to in the financing department was that my new minimum payment for the new mattress would be around $20.00 a month over a 4-year period. When I saw the $58.20 amount, I reviewed the bill and it was at this time I realized they had given me a credit for the entire cost of the defective mattress, although I hadn't paid off the product. During the visit in which I picked out the new mattress, this was not clearly explained to me. It was my understanding that the amount being credited towards my new purchase was what I had already paid out, not the entire cost of the defective product. So basically, at this point in time, I am now paying off a new balance, along with the residual amount of the old defective product.

A representative from Ashley came and took the old mattress away, so I find it hard to understand why they wouldn't have just credited me for the amount that I had already paid and dissolved the remaining balance since the product was covered under a manufacturer's warranty. I realize now that Ashley is unwilling to take responsibility for their defective items and they are putting the remaining balance on me, the consumer, to take care of. As a consumer, I feel completely taken advantage of. It makes absolutely no sense that they would come and remove an item that was defective from my home and then continue to charge me for the residual amount of the item which is no longer my property.

In March of 2014, my fiancé Adam and I realize that the new mattress that I am in contract to pay $1539.94 is now also beginning to sink in the middle. I called Ashley Furniture to inquire about an inspection and returning the product and getting my money back and the woman on the phone informed me that they don't accept returns. Their policy is that all sales are final. However this is now the second defective item that I have attempted to purchase so their products and policies lack integrity. We have chosen to purchase a bed from a different manufacturer and retailer. These are the most recent accounts of what has happened regarding the second defective mattress:

Tuesday, April 22, 2014 - The mattress was inspected by Ashley Furniture representative.

Friday, April 25, 2014 - A representative called to let us know that there was a warranty defect and that the mattress was eligible for "exchange". We went into the Tunnel Rd location, spoke with the manager Robert and expressed our need to have our money back and that we no longer wished to purchase any products from Ashley Furniture. The manager said that the owner of the store was coming in that day and that he would have him call us before the end of the day. This did not happen.

Saturday, April 26, 2014 - I called Ashley Furniture and spoke with Robert the manager again. I inquired as to why the owner never called us yesterday. He said that he arrived late and would now be calling us on Monday. We asked for a scheduled time for when the defective mattress could be picked up and noted that we were informed of a 30-day time frame in which we had to have this done by (according to them). He said that he would call us back in 5 minutes after speaking with the warehouse. He called back and said that the owner would be in on Monday.

Monday, April 28, 2014 - Adam called Robert the manager at the Tunnel Rd. location, asked to speak with the owner. He said that he would be out at the Airport Rd. location that afternoon and would have him call Adam. Adam never received any call, neither did I. Adam called the manager back before the end of the day to inquire about picking up the mattress and he said that the earliest they could have someone out to pick it up would be on Thursday, May 1, 2014.

Wednesday, April 30, 2014 - Adam called and spoke with Robert the manager to inquire about the time that they would be coming the following day to pick up the mattress since we never received a call confirming the pick-up. It was during this conversation that he informed Adam that the reality of the situation was that they were not going to pick up the defective product until we chose a new item. This was news to us! Apparently, this was a decision made by the owner of the store Mike, the person who never called us back or ever spoke to us about the matter personally. No one was apparently going to call us and let us know of this decision. The only way we discovered that they weren't coming the following day was by calling them ourselves.

I want my money back for these faulty products, especially the one that I no longer even have in my possession. I also would like for them to come and remove the most recent defective mattress. I have absolutely no interest in doing business with Ashley Furniture Home Store ever again. I feel completely taken advantage of as a consumer and am tired of being lied to. I do not want another Simmons mattress ever again either. I do not feel that their products have a lasting quality considering that I have attempted to purchase two different models of mattresses and both have sunken in the middle in less than one year each time. I would also like my money back for the delivery fee that they charged me to pick up the first defective mattress and deliver the second defective mattress ($75.00).

I have tried everything to reason with the people working at this retailer and no one seems to care of want to listen or take responsibility for their products. I have attempted to contact Simmons directly and they said that they couldn't do anything because they are in a legal contract with Ashley. I have contacted the corporate office and they said they couldn't help me because each location is privately owned and they have the right to make their own policies. So basically, as a consumer, I've been screwed.

There have been NO consequences for these people. They are extortionists! I have filed a complaint with the BBB, and have contacted Wells Fargo to stop payment on the second defective product and to notify them of the types of products they are financing.

So I went back to the local furniture store and looked at their floor model. Yup, states right on their floor model it's leather. Pulled the cushion off to read their label and guess what? Their floor model stated... Cushions made of 100% leather!!! I paid for a cheap bonded leather that was suppose to be leather match, 100% leather on the cushions. I demanded my money back plus credit for the delivery charge and took my business elsewhere. Absolutely, do NOT buy anything made by Ashley Furniture!!!

I call Monday again 4-14-14 spoke with Katie and she set up the appointment for 4-17-2014. The inspector came in and told me and my daughter that is a poorly constructed furniture among others things. On 4-22-2014 called and spoke with Jessica and Sharon they ask for pictures which I sent to claim # ** at **. She said she will call back the next day - never DID. Every day since then I call and I been told by Luis, Natasha and several other employees that the managers are busy to call back. I was told by the salesperson that the living room set are real leather and for my information is durable and my daughter ask the salesperson 3 times if we was buying real leather and all 3 times he guarantee us it was. Very disappointed with salesperson and upper management - very bad customer service. The reason I purchased this new set is because my daughter was going to California and I gave her my 3 year old leather bedroom set that I purchased at american signature and still look like new.

My BARSTOOLS on the other hand were on sale for $249. We purchased four. I thought they were just fine for the price. Our old barstools which we paid about $600 apiece were finally worn out after 10 years. We have had the ASHLEY barstools since February 17, and the finish on the back and a few spots on the front is chipping off. I realize they are not made out of wood and have a very, very cheap plastic finish, but I would think they would last longer than 2 months!!!! I called their customer service. I did what they said to do, text them a picture of the chipped finish.

I spoke with them today, and the customer service rep made it sound as if WE damaged these chairs on purpose and there is no coverage or warranty that will cover them. She is, however, sending a "Courtesy Tech" to try to fix the damage, since it is not a manufacturing problem. Really???? We have no little children running around, no animals that can reach that high, and we only sit in these chairs maybe once a day for a meal. I also am one of those people who bought the "protection plan" because I was told it would cover EVERYTHING. I know one thing. I WILL NEVER SHOP AT ASHLEY again, and I will spread the word.

We asked for a full refund and are in process of getting it (even though they tried to get us to just reselect the sofa and loveseat), but now are in a rush to find something that we like without having to wait another month to get it. We will never again shop at Ashley Furniture. What kind of supply chain do they have where they sell something that is discontinued? Also, we called the Ashley Furniture number last week to see when a firmer delivery date would be (got sent to a consolidated number for Indiana and Kentucky, and the rep on the phone said the furniture would be arriving in Indiana this week. What kind of company is this?

When we contacted the warehouse department of Ashley they have stated that they can deliver it on the same day. But we did not get any communication. We again contacted warehouse and then they informed us that particular item is not there in the warehouse and they have to order for it (Pls note until we contacted them they did not place the order). They gave me schedule delivery on the following weekend. We waited on that weekend at home and again we did not receive any communication from the warehouse. We again contacted them and they told like no one scheduled the delivery. Again miscommunication among them or not sure what is really happening and we have requested them to give us a call. And finally we got a call from Ashley for the first time after we requested them.

We asked for the reason for the delay and she told like we will be getting a call from the Manager on the same day. We did not receive any call from them and waited for one week. We again contacted them asking for the status and we explained the issue and they connected the call to manager. Manager is very rude and she said they can deliver it on the week day and requested them to deliver it on the evening time and she did not accept the request. Finally I requested for the weekend delivery and she added it... Waiting for it now... Please do not consider this furniture store for the purchases... You definitely get a very poor purchasing experience and poor delivery experience.

But after reading all these reviews we decided to wait on the bedroom set and buy it once we were ready in case they pushed us to get it out of their store quickly. So we cancelled it and they were trying to charge us a restocking fee (20%) because they had already ordered it for us (when they had told us they were not going to order it till we were ready). "BUNCH OF LIARS." Anyways, we fought it and didn't have to pay the restocking fee!! So we decided to go ahead and keep our love seats and sectional we ordered. They told us that the delivery date would be April 22, '14 which is tomorrow. My husband called them to confirm the delivery date and they said that nothing is scheduled for delivery, not tomorrow or anytime soon.

They looked it up on the computer and said it was scheduled to be delivered not until NOVEMBER!!! That is garbage. We told them that if we don't get that delivered within 2 weeks we are cancelling the whole thing, especially after reading all these horrible reviews!!! (Thank goodness we haven't paid for the furniture. We have 12 months to pay after delivery date.) If they try to charge us for restocking fee on something that is not even in stock, we will take further action!!! Shop at Deference furniture instead. We have bought tons of stuff from them and not once have we ever had a problem!!!

The new tower comes in and is in worst condition than the original. Now keep in mind, I could never complete the assembly. We finally get a better piece, not perfect but better, still stress cracks but on the inside panel, holes for the shelf clips not all carved out so drilling begins and causes chips but I just want this done. Now I am ready to put the top piece on that connects the towers and goes above TV and it's warped and the side panels that are like shelves don't seem to stay up. In the middle of the night I hear a loud crash. One came down and a glass vase smashes all over the new hardwood floor leaving a mark on the floor.

I should have returned this and the manager who I made aware of my disappointment spoke with a higher authority said I could but we had to bring it in... So we pieced it together and left the top off and replaced it with shelf to complete the look and I'm sure a year from now I will be getting a new one elsewhere of better quality. $1200 down the drain. But the style was exactly what I was looking for, just can't look too close to see the poor quality! I would not consider shopping here again...

Finally I agreed to the brown because it would be a 20% restocking fee if I returned them even though it was not what I order, but I did want the end table replaced because of what I considered to be a defect in the Marble. I was told it wasn't a defect because it is Marble. I am sorry but this marble has been pieced and glued together which I hate, and it is a defect. The other tables do not have it. I wanted a solid marble top. So they have refused to replace the table, and I cannot return the tables unless I want to pay a 20% the stocking fee. These were very expensive table, but very poorly constructed. I see no reason why I have to accept a table with a big blob in the center.

The person who I talked to on the phone said that they would have someone call me on Monday to let me know how long it would take to return & repair the couch. From Tuesday to Friday I called every day, being told that someone would call me back. It wasn't until Saturday (when I called again) that someone told me that it was fixed and that we could set a delivery date. They delivered the couch the following Saturday. We were happy with it at first and all was good.

Within 3 days of having it, the backing of the couch where it was repaired started coming off, exposing the whole back panel of the couch and exposing very sharp staples. I called customer service and they said they would have someone come down and repair it in about 2-3 weeks. After the technician came he said he had to order parts, and it was going to take another 6 weeks to get the parts in. When the parts did come in at the beginning of December, they said the only day they had available to have a technician come and fix it was December 24th. Me and my girlfriend both had had to work until 12:00pm, and stressed the fact that we wouldn't be home until after 12. They told us their time slot was between 12-2 and they couldn't accommodate us any more than that. So on the 24th I got off work a bit earlier so I would be here right for 12:00, only to find a "sorry we missed you" note on the door.

I immediately called customer service and told them someone had to come down today because we were having people over for Christmas, and this part of the couch was exposed and one of the first things you saw when you walked in. I was told someone would call me back and they would send someone back here to get the repair done. No one called and no one showed up.

After having everyone over on Christmas and having everyone seeing the damaged furniture which was pretty embarrassing, (someone even caught their pants on the staples sticking out and it ripped their pants!) and after trying to get a hold of a manager (which was pretty much impossible) we decided to go down to the store and see if someone there would be able to help us out. We went down to the store to speak to a store manager, and were told they were too busy to help us and we should just call customer service.

I had to call customer service for weeks, had to re-explain my story to every person I talked to, and every time was told that they were "going to look in to it right away and have someone call me back". No one called me to address my concerns or even rebook the technician to come fix the couch! Finally, after all these phone calls, a manager finally agree to send us a new couch. It was almost February by this point. They said it would take about 4 weeks to get here. It was a long time to wait, but I figured we've already waited this long, and at least they were giving us a new piece of furniture. So I waited until the couch was in and they delivered it (which was early March). I first wanted to inspect it on the truck to make sure there wasn't any damage to it like before.

Everything looked good and I then started to tell the delivery driver about the battle I've had so far. He seemed to care but clearly didn't because after that they recklessly brought the couch in and put 2 massive scratches in the couch. Shocked that they had done that, I didn't notice the hole in the ceiling, I just thought that they hit the outside on the house stucco. They made me sign on the iPad they had (there was nothing to read just a place to sign) and said it was just to sign that they dropped the couch off and that was it. They then put me on the phone with a customer service representative to go over what happened. Immediately after they left, I noticed a hole and crack in the ceiling of the front porch of our house. I called customer care immediately, to which they said that it's not their problem and they are not going to fix it because "we signed off saying no damage was done". After many multiple battles on the phone after they said they were going to fix the couch again that it would be 4-6 weeks again for the parts and that they would let me know when they're in.

When Ashley furniture contacted me again I had to wait 2 weeks for them to come and fix it and when they finally did show up they talked to my girlfriend since I was at work that day. She showed them the hole in the ceiling and showed the scratches on the couch to which he said the damage on the ceiling was clearly old damage and said it looked like we tried to fix and patch the hole previously. He took pictures anyway and then said he had the wrong parts for the couch and that they would have to be re ordered in. The part that he brought was for the other side of the couch (which had a tiny scratch that was done by us accidentally). He said he could leave us the part and we could call an upholster to come and repair it. (Which I said before I had bought the extended warranty which apparently didn't matter). So he left and told us it would be another 4-6 weeks to get the correct part in.

Which leads me to the present day. They have offered me a brand new couch again (which I don't even want anymore) because they have completely ruined this couch for me and have bulldozed and bullied me and family members that have even tried to get involved and help. I'm scared to have them bring in any other furniture in case they damage any other parts of my house! All I want is for them to take this couch back and refund me my money now (which they told us they would not do - they would actually charge us a restocking fee and not reimburse us anything to take it back!)

This entire experience has been an absolute nightmare! For being the largest furniture store in the world, you would think they would have better customer service, as well as better managers. After speaking to the same managers and having them not even to listen to me, just repeating the same things over and over again, it left me feel more frustrated than when I first called. They are completely rude and just all around bullies to the hard working people out there who put their trust them.

So I go into the store, with my receipt and driver's license. The representative advises me because my card was closed due to the target breach they would need the letter that was mailed in January to process return. I asked to speak to a manager and he said the same thing. I called the bank and they told me it was impossible to get that letter resent out. I became emotional and angry and advised that I would sue. They would no longer talk to me. They would not even submit my refund request.

Feb 18th, 2014, we stopped in an Ashley Furniture store in Maplewood, MN. The sales people were great with no pressure. We decided on the 6 piece "Elemen Harness Leather Sectional". We were so excited because we thought the sectional was beautiful and after our military discount we spent $4.053.00. We then put our couch on Craigslist for free the day before the scheduled delivery. Feb 24th, 2014, on this day our furniture was delivered. They dropped our chaise and the wedge causing the wedge to break and scuffed all the other pieces. Only 1 piece out of 6 survived with no damage. The drivers were doing 1 man carries instead of teaming together. I wasn't mad yet and I called the store to tell them about the issues and they said they would send a tech out. I said it's beyond what a tech can repair because it was scuffed down to the wood. Also the wedge that was broken was also dyed wrong so it didn't match the other pieces. They set me up with an exchange and apologized and we made sure to get different delivery drivers. I noticed there were stringy things sticking out all over the place and stitching was crooked as well.

March 3rd, 2014, redelivery day. The movers did a wonderful job using team work and didn't damage a thing. Problem was now all manufacturing and a wonderful surprise. Tac strips and stitching wasn't done leaving gaping holes you could put your finger in. More stringy things all over the place sticking out and our wonderful chaise had a scuff that looked repaired and someone painted it dark brown with a paint marker so it didn't even match the sofa. Called CS again and they said they would have a tech come out and the "prior repair" might be a hide scar on the leather. It wasn't a HIDE scar, you could feel the scuff right in the corner and looked like someone finger painted it. This sectional also did not line up properly when put together on the brackets the recliners leaned into pieces badly causing an elephant squeaking noise when reclining. Then where the recliners weren't there were huge gaps large enough to throw a remote down. They scheduled a tech to come out to confirm this/try to fix it.

March 11th, 2014, tech arrived gluing down tac strips, painting flaws and snipping strings. He put washers in between 1 of the brackets to separate it a bit. NOW GET THIS, the tech confirmed the chaise had a prior repair and was NOT a hide scar and that the chaise was so tight to just leave it disconnected and pulled away a bit. The recliner still rubbed and after 2 days was leaning into the counsel. March 13th, 2014, called Ashley and told them the whole story again and they wanted me to speak to the Manager who wasn't in so made a ton of notes when all I wanted at this point was to return it. March 14th, 2013, spoke with the manager and he was made aware of the whole situation. I said I would like to just return it because it had already been almost 1 month of problems. He offered me $200.00 credit back and to try it again and apologized. I asked him how soon I would get my refund and he said immediately, "I am putting it into the system right now and however fast your bank works you should see it in 3-5-7 days." I unfortunately agreed and they said they got it all scheduled and I should receive a call when the scheduled delivery will be in about 1-2 days.

March 21st, 2014, it had already been 1 week. I had seen no credit to my account and on this day I received a call but wasn't able to answer it and got a voicemail from a lady in the office saying they cannot give me a credit until they pick the other set up and do the exchange and that the manager was wrong to say that. ALSO that my couch was backordered. Nice to know this 1 FULL week after I agreed to a deal that they could NOT fulfill. Why didn't they tell me this last week? If I would have known it was backordered I would have said ok let's schedule a pick-up and I want to return it like what I wanted to do in the first place and the return would have already been done and I could have already been out shopping for new stuff. JESUS people! March 23rd, 2014, called to speak to Manager but he wasn't in again and they said he needed to approve the return. A lady from the office did work hard on getting the approval and managed to schedule the pick-up for return for 03/27/14.

March 27th, 2014, went to get my mail and a letter arrived from Ashley with my return invoice and credit amount. The invoice said Ashley only owed me $3223.00. WTF? I paid $4053.00 and they approved a FULL refund I thought. The invoice was missing a part of the sectional, delivery fees and the warranty I paid for. I immediately called Ashley Furniture because the drivers were 15 minutes away to come pick up my couch. I didn't want them to take my couch that was a 6 piece when their paper work showed they were supposed to pick up 5. The office lady admitted she messed up the invoice and scrambled to get it fixed before the drivers arrived calling their boss to inform them of the extra piece that was missing. She managed to get it all fixed before the drivers came but then told me she didn't get authorization for the warranty and delivery fee credit. Now why the ** (I'm pissed now) would I pay for a warranty for something I NO LONGER HAVE? And why should I have to pay for delivery when the movers damaged the 1st set and the 2nd came from the warehouse screwed up with manufacturing flaws??

She said she would try to get it approved by the end of the day. She did end up fixing everything and getting the approval by 7pm at night. I was really relieved. The couch was gone and I could start over with my empty house. During this whole dilemma I had called the customer service line who re-directed me to someone who then redirected me back to the same CS line. I've left messages for the head manager in charge of the delivery warehouse, Corporate and even the owner of the company to let them know what was going on but no one seemed to really care. I ended up purchasing new items from Furniture Mart which is related to Ashley and while it's not an Ashley brand the table I selected and the new couch has manufacturing problems. Half my couch is also backordered out till May in CHINA somewhere. Finally today 04/05/2014 the secretary of the owner in corporate called me and I told her my story. She cut the phone call short and told me, "Well looks like you’re on track with everything". Apparently she was too busy to listen or care either.

Summary: NO ONE in this company gives a crap about anything besides making sales. This was my first time with a large furniture purchase and makes me wish I had just gotten milk crates with cushions to sit on. Not to mention I lost out money on this because I tipped the 2nd delivery drivers who did a good job and just tipped the delivery drivers again for my new stuff. I wasn't expecting anything for free or a handout, I just wanted to let the company know there were some major issues going on that needed to be looked into because I could imagine other customers losing it if this happened to them. I have video/pics but after writing letters to corporate with them forwarding everything around in one big circle **, I'm done and this is my final review... "Worthless!"

After a whole lot of silence, I stopped by the store March 18th and they "refunded" my delivery fee. But apparently they only cut checks on Fridays. It has been 16 days and I still have yet to see that refund. Why they couldn't just put it back on my card, I have no idea. The manager refused to. My bed was finally delivered sans one nightstand (it was apparently defective). And I will say the delivery guys were great. So here I am a week and a half later, still waiting for this second nightstand to make its way to me. At this point, I just want the money for that one piece refunded and for them to just load the one off the showroom floor into my car. Enough is enough. I can't say it enough. STAY AWAY from this place. Pay the extra and go to Haverty's.

So when I called him on that one he said he would call me back, never happened. The king size pillow top mattress I picked out is not the one I wanted AT ALL. It feels NOTHING LIKE THE ONE IN THE STORE. It doesn't stop there. One of the delivery men damaged a corner on one of the bedroom pieces so bad it has to be replaced. Same guy hit my wall with the footboard from a $2000 bed. I thought I was going to faint! It will have to be repaired or replaced. And the drawers on my chest of drawers don't want to open all the way or close all the way.

Now on to the sectional. I ordered an oversized ottoman from a book, WITH PICTURES. I DIDN'T GET THE ONE I PICKED OUT, BUT I DARN SURE PAID FOR IT!! Anyway they have lost my business. I still have $20000 to spend on furnishing this home and bed and breakfast, but I'll go to WM first.

After a couple of months, small white spots start showing up. We call Ashley. They tell us it sounds like a dye defect. They mail us new covers and tell us that techs will come to put them on. By the time techs arrive weeks later, we had notice a huge, strange spot on the underside of a cushion and also the frame and supports are weak. The center cushion tends to sink down. Everyone that comes to our house asks us what's up with our "new" sofa. It's embarrassing. But at least I now know of approx. 20 or so people who will never shop at Ashley after sitting on our crappy sofa.

Anyway, the techs look at the sofa and tell us it is beyond what they can do for it. They clearly see the sofa is defective and are going to recommend Ashley replace it. Now here's where we REALLY screw up... we let them leave without getting ANY of this in writing. Do not do this! They will NOT keep their word! A couple of weeks go by, we call Ashley. They said they are not sending a new sofa and not fixing this one. They said techs reported it was CUSTOMER ABUSE! Are you KIDDING me?!? Yes, we often gleefully stick random wads of cotton batting into seat cushions for fun and jump up and down on it. Right!

We do not use the sofa often and have no children or pets. So it is now March 2014 and we're still stuck with this ever-worsening sofa. Will never shop at Ashley again. Soon we'll be buying a new sofa. We're seriously considering taking THIS sofa to that Ashley location and sitting it right outside the front door for prospective customers to sit on. I bet most of them turn and leave. See, told you I couldn't keep it too short.

I was disappointed that it would be a minimum of two weeks before delivery, but scheduled my delivery for a few weeks later. Two days before delivery, got a call confirming the date still worked - it did. I had taken a day off work and arranged pick-up of my old furniture. One day before delivery got an automated call giving me a window of 10-2. Less than an hour later, got a call from the sales person - my sofa was not on the truck, and she couldn't tell me when they would get it (claimed this "never" happens). I explained it was an issue, since I would now have no furniture.

She promised me a call back from her manager with an update by afternoon, it could possibly be on a later truck. 3 hours later, no call back. I called the store, got a machine and left a message. Two hours later called and got the "office manager". She was rude and condescending, and placed blame on the manufacturer (said it happens all the time, they'll leave stuff off the truck if they don't have room) and said she'd contact the manufacturer. When I questioned why this hadn't happened 5 hours earlier, she said the manager was probably "too busy" to have dealt with yet.

When I told her I was considering canceling my order and going to her competitor across the street her response was, "Fine, I'll cancel your order; you don't have to rub it in". I complained on their Facebook page. After asking me to email them details they hid the posting since it wasn't positive, and their response to the complaint was each store is operated independently and they've forwarded my complaint to the store - and that I should keep in contact to ensure resolution. My resolution is I'm going to the store across the street and buying the other sofa, which they can deliver in 5 days!

I called them 4 weeks later and they told me there was nothing they could do... it was a manufacturer's defect. I called Ashley Furniture and they "Kindly" told me I could purchase another cushion for an extra $125.00. So what it boils down to that Ashley Furniture sells non-quality furniture and the "warranty" is a load of CRAP. Each one of them pushes it off on the other so no one has to do anything about it. WOULD not purchase furniture from them.

The showroom bed that we tried out was so comfortable and supportive. I was so excited to sleep in my new bed. I purchased two of these beds for a little over $1,000 plus delivery. These beds have absolutely no support. You wake up to roll over and realize you're in a big hole! I felt tricked, kind of, because this doesn't happen immediately upon laying down. At first it feels right. But I sink right down to the box spring (which is also a piece of junk). I ended up buying an extra firm 3" memory foam topper, which makes it only bearable.

I called the store and my salesperson had to ask her associates nearby who I should call about this issue. You could hear them all saying "corporate." So I called corporate and they told me the individual store is responsible. That made me so mad; I kind of lost steam at this point. Do Not Buy a Memory Foam Bed from Ashley. They are crummy pieces of foam with a big price tag and they aren't even comfortable!!!!!

Then I get a call right at 3pm saying he is here. My friend was still 30 minutes away from the apartment. I had to call my friend, then call him back, and you guessed it, he did NOT answer his cell phone. Then I finally get a call back saying he is leaving, and can't wait. I had to call the customer service, which I told the entire story to. The lady was very kind, and told me she would contact dispatch and get back to me to let me know if they would wait 10 minutes. I never got a call, instead at 3:40pm, I got a call from a RUDE customer service person to reschedule.

I told her my story, and she kept interrupting me, and I was getting upset. So, I hung up and called back and spoke to another kind girl who tried to see what was happening. Unfortunately, nothing could be done. Now I have to wait till Tuesday for a delivery. I just called my local Ashley store and they are going to contact dispatch to figure out what is going on. I only hope this gets resolved, because at this point, I am livid and very frustrated at how this was handled. Delivery drivers should answer their phones and be able to communicate clearly with customers.

They said could send part of my order March 9 (one day after my move). Of course, they could not guarantee a time for me until Saturday...the day before. I was not happy due to I work shift work and I started a new job and asked for the weekend to move and unpack. I didn't expect to use both my days off to move and then wait another day for furniture. I asked them to confirm a time for me before Saturday so I could plan my upcoming weekend without worrying about if and when my furniture would arrive. I thank God I pushed for a confirmation. They called me back today (Thursday March 6) and informed me that my furniture they promised me on March 8, then later March 9 would not actually be available until March 12!

So, I am supposed to believe them that I will receive furniture March 12 and the remainder of my purchase March 22? I don't think so. I should have known not to trust them, though...Sunday they called and requested that I pay for delivery. But, I already paid for delivery..."that's the only way to guarantee your furniture arrives the day you need it." How did they not know it was already scheduled and paid for?

I don't have a review on the durability and quality of furniture due to the fact that I never received my furniture. I canceled my order because I felt that if they can make this many excuses BEFORE I receive my furniture, I pretty much am asking for trouble if I expect them to give me good customer service if the furniture needs repairs. Consumers beware of this company. Keep your hard earned money and use it at furniture establishments with good service. AVOID ASHLEY FURNITURE!

I told them we brought a piece of our furniture from our home into the store to make sure it matched the entertainment center before we bought it. I showed her a picture of what I received and she finally believed me. She said she would reorder it. The next furniture came back even darker so I refused it. I finally convinced them to sell me the floor model since it matched my furniture. They still haven't picked up the first set that came which now is delayed another day. Through this whole process they never call you back when they say they will. I will never purchase anything from this company again. I have never had so much trouble purchasing furniture (or anything else) with such bad customer service.

After, getting an ear full from Kenny... my husband told him it was with the 72 hours and we never opened the boxes. At that point, Kenny said "well yes, we can work something out (he needed to talk to a manager?)." He said "we would be calling back around 9:00-10:00 am the next morning with a resolution." Fair enough..next day rolls around 10:30 am...no call? So, we call ask for Kenny..."Kenny does not come in until noon"? Great...left another message with phone number to call. By now, it feels like we are getting the "run around". The next call went to American Express...with a complaint. Of course, AMEX immediately reversed the charge. They asked that we reach back out to the vendor to see if they are going to cooperate.

Called Kenny again, this time he was with a customer. Left another message for him to call. Well, it's now 3 days later....and no call! For some reason, I am not surprised. The least they could have done was to call back to say "we are working on the problem or we won't take it back." Not doing anything...tells me that they don't care about their customers let alone service. I would suggest that you don't buy from Ashley...they basically SUCK!!!! So, now they will need to arrange to get their crap out of my garage, at my convenience. We let the dogs out.....it's now in AMEX's hands!

I called customer service and complained... again. The 3rd attempt brought me a new sectional that was different in height from the chaise to the sofa. The cushions looked as if it had water splashed on them. Again I called, emailed pics, etc... They asked if I would like to pick a new selection which I had tried to do the month before but I didn't like anything else. They then said they would send me a person to come look at it. I said No Friggin Way!!! This was getting old now. So, as I wait for my 4th set to arrive as we speak I will never do business with them again! Their furniture is nothing special, has flaws, and is overpriced compared to other furniture stores. I'm very disappointed however at least their customer service has been trying to rectify my problem. The only way that occurs is to talk to the supervisor at the 1-800 number. She also credited my credit card.

I said, "How can you start a warranty on a item if it is out of stock with you? That means it is in production and does not exist yet. How can you start a warranty clock on something that does not exist?" I then asked the Ashley customer service agent, "Does that make sense to you?" He said no but that's the way it is. This happened today 2/13/14. It looks to me that Ashley Furniture has so much confidence in their furniture that they do what they can to short their liability as much as possible.

So I called customer care and first thing they said is why did you accept delivery with the problems? As I told her, the salesman said to. At that point I knew I was in for nothing but problems. The rep set me for the first available appointment over two weeks and said they could do nothing for the sofa until a service tech looks at it and they would order the bracket for the bed.

Fast forward to the service date 2/4/14 and the tech shows up in the 3 hr window they gave me, kudos. Then looks at the sofa and says that he would have to tear my NEW sofa apart to the frame for 2-3 hrs and redo the cardboard arm support and would have to reschedule to do in two or three weeks again. So I ask him about the bed if he brought the part and he had no idea what I was talking about and I gave him the story and he said that they will ship the part to my house.

So 1400 dollars and over two weeks later I have a bed I cannot use and a couch that should be soft and quiet, but squeaky every time I place my arm on the rest. So now the fun begins, the wait to see my couch torn to the frame or argue with customer care to get it replaced. And yes I have tried calling the store and they said I have to deal with customer care to resolve. Next time I will buy what I actually sit or lay on. Will keep you all updated.

3 days later, I received a call to set up/confirm delivery. I did so and reconfirmed that all items were in stock and would arrive on Friday. At that point, I was told that there was no table/chairs and that they were back ordered until Feb. 5th. I stated that this was not acceptable and I was directed to call the store. I called the store and over the course of the next 2-3 days, I made numerous calls, spoke with numerous employees and was never provided with the store manager (even though I asked to speak to him with EVERY call). I was finally assured that the table was located at their warehouse in New Braunfels and that it would be on the truck and all would be delivered on Friday, probably between 3-5:30 p.m.

At 3:00 p.m. on Friday, 2 gentlemen arrived to unload my furnishings. Before they began, I was sure to ask about the table and chairs and were told yes, they were on the truck. I went on to state, "So my order is all there? A table, chairs, wall unit and a sectional couch?" The driver stated that there was no couch. WHAT? I was furious. It was never an issue of no couch! I had the delivery drivers wait while I called the store and demanded to speak with the manager. I finally spoke with him. There was nothing more to say other than, I am refusing all delivery and I want the order cancelled and that there had not be a bill sent to me. I will now have to get my money back for the tax and delivery fees that I paid up front...over $350.

I will never do business with this organization again. I lost 1/2 a day at work; the delivery guys are contracted and only get paid based on orders delivered so no money to them, and Tony, well, my salesman lost a sale and his commission. Consequences, I had no furniture to entertain my house guests with... TV was on the floor, no table/chairs to serve food, and no place to sit. Talk about mad!!!!

The first time, I got an answering machine. I left a message, but two days with no call back prompted me to call them back. Once the manager got in touch with me, she said she would have to call me back. She forgot to. Meanwhile, I am getting constantly bombarded with calls from GE Capital. I called her back and she simply said I signed a paper and gave authorization to have my credit and my husband's credit run separately. There's no doubt I may have been slightly naive at the time of our purchase, but I asked several times what they were doing with these forms and what they were for. The only response we received was that we needed enough credit to make the purchase and that they needed both of our applications.

No doubt, I should have read, but communication was and is not good once you get to the merchant area. As we left, the merchant assured us that a once a month payment will be made, etc. Based on the lack of communication and credit issues dealing with the merchants, I was dissatisfied. Our couch is wonderful, but will be ten times more wonderful once we are out of this mess.

I called her back within an hour of her calling me and left her a voice mail. I then did not hear back from her so I called and continue to leave her voice mails. A week later, she finally returned my call and I was told that they could not give me a replacement mattress because they no longer sold that brand (Simmons) but would give me a credit for the amount I spent on the mattress and box spring to buy a new mattress. I stated that I did not want to purchase another (3rd) mattress from them and would rather have an in-store credit that I could use on other furniture/merchandise in the store. I was told that was not possible due to their deal with Simmons... Mind you, they don't sell that brand anymore?!

After a discussion about this, I asked who else I could speak with about this and was told that she (Sharon) was it and this was all they could do. I am appalled that after being in the situation twice in two years, this was all that they could do and especially after I was just asking for an in-store credit not a full refund. I will NEVER buy anything, even a vase, from this company again. The lack of customer service, integrity, and respect for their customers is disgusting.

So okay because I didn't want to be stuck with pieces of a couch missing for 2 weeks. When I called they said, "Oh we are sorry he told you that but we won't be switching the pieces out. We will order parts and have them delivered and when they come - call and we will have someone come out and fix it." So I'm still waiting for the parts and can only imagine how much trouble it's going to be to get it fixed. Then when we were there we also decided to get a dining table for the house. They said it would all be delivered on the second part of our couch delivery. The day they were supposed to bring it out. I got a call (a recording) saying that one of the chairs were damaged when they went to load it and it would be ordered and sent out in a couple of weeks. Okay, no big deal stuff happens right!?

They arrive and proceed to bring in the table. This is what we got. A table but no legs. They couldn't figure out where they were or why they didn't get loaded. One of the chairs the leg was about 4 inches shorter than the others so it wouldn't stand up. And one of the other chairs looked like it was put together by my 2 yr old. Completely defective. So they leave and we are left with a table top and 3 of the 6 chairs we were supposed to have. They brought the legs to the table out about 4 days later at 8:45 at night. We still have no idea where the chairs are. Overall their delivery team sucks and they can't get their junk together which is why I absolutely would not recommend them to anyone. As far as the quality of the furniture time will tell. We bought the warranty for the sofa so hopefully if we have to use it - that team won't be such morons.

So I asked, “An expensive sofa isn't any better than your cheapest sofa?” Stumped employee, she couldn't give a rational answer. They claimed that store is corporate owned but Ashley Corporation will tell you each store is independently owned and operated. Store will tell you anything to sell you and will tell you anything to get out of taking any responsibility. I have a cheap 500.00 Rooms to Go sofa in my sun room that is older and received daily wear for 2 years that is better quality than 1000.00 each for sofa and loveseat. Poor quality and nonexistent customer service.

It's been a month and still no leg. I had set this room up last year for the grandkids to use as a TV room... so they couldn't use it during their visit from out of town. Cust Svc contacted me again and said they would order the leg, but so far I haven't heard anything else from them. I am pretty angry that I purchased a piece of furniture that was only used probably no more than 5 times by a 120 lb woman and it broke!!! I will never purchase from Ashley's again and I do not recommend them after my experience with their quality and their slow response.

Went to store and talked to the manager who told me he'd call me back. Nobody calls back!!!! After calling customer service this morning a rep calls me back and argues that the scratch wasn't a manufacture defect so nothing he could do. INSANE... The fact remains as I've stated to everyone I've talked to at Ashley the sales rep LIED to us stating the set was LEATHER. What do I do? Next month will be a year this set has been in my home. I DO NOT WANT IT.

After waiting long we called them. We got a same reply that we will be called again later and they never called. We were keep trying to contact them. Finally we spoke to 2 employees to Ashley furniture and they did not give us a good response and spoke rudely.The employees names were Charles and Tina. They told us why didn't you refuse the furniture the time it was delivered and we did refuse when it was delivered and they keep on arguing with us over and over. The employee also hung the phone up on us! Do not buy anything from them. They have rude customer service. That is why they have bad rating.

Every day, I sweep up the flakes that fall off. I repeat this about 3-4 times per day. I don't invite anyone over because they sit there and carry the flakes to the rest of the house including the kitchen, and I don't want it to end up in the food. I am usually smart about my purchases, this was a big mistake, but how was I to know? I got tired of calling Ashley Furniture and sometimes feel like taking this couch and putting it in front of the store so people can see what type of company this is. I will never again deal with them.

So we rushed to get to the Ashley Store in Henderson and the person who sold us the dining table responded with attitude and did not give any options or showed any interest of helping, then we requested to talk to a manager and did not come to talk to us about the matter. What kind of customer service is this? The seller ** was so unhelpful and rude, there was never a "We apologize for the inconvenience" or "Let us see what can we do to resolve this issue" or "Let us show you another set". NOTHING!!!!!!! We requested to cancel the order and their aggressive response was that we needed to bring back the place mats and plates that were on the special that we got with the purchase. So we had to go back to the house and get that stuff. It was the most awful experience ever, these people don't have any customer service skills or common sense at all. It was our first and last purchase with this company. I do not recommend making business here.

I wish I never dealt with Ashley Furniture. Please do not go there for the sake of your time and your money. I have yet to receive my table and it is almost 2014. That is over three months now. Read the reviews and make your decision from there. They are not good people. They take a class on how to take your money and keep it. Trust me and if you don't, then trust what everyone else says. There are more downs than ups. They are crooks all of them... You will end up spending 5000 dollars and never get it back. Trust me.

All the tables have swirl marks, smudges, outright scratches and a noticeable dent in one of the end tables. I was told the swirl marks are "normal". It's obvious they were used. I called Ashley about repair or replacement. They have missed multiple appointments (both telephone call-backs and visits) and not even called to reschedule. I had to consistently call them after they missed the appt. The manager was a nice guy, but VERY forgetful. They came out to look at it (after they missed an appt that I had to call them about), then came out to try some swirl remover (again, after another missed appointment that I had to call them about).

The swirl remover did not remove the swirls. Then they said they would order new table tops and have them delivered to my residence. Two weeks passed, nothing. I call them to ask about the delivery. They said they would check and call me right back. Two days passed, nothing. I called them, yet again, and was told that the separate table tops were not an option. So tell me why didn't they call me when they found this out??? Makes it so bad is that the manager told me (on his previous visit) that he had already ordered one of the table tops. Only a couple weeks ago did the manager get a hold of 1 tabletop and replace the one that was dented. His doing that was the only thing that kept this being a 1-star review. He also said he would escalate the other table issues to his boss. Since then I've tried speaking to the main manager, but he always has left early. I give up.

I don't know about other Ashley stores, but communication with the customer is almost non-existent with this warehouse in Newark, DE. They answer the phone, but not much after that. Either way. Absolutely the worse customer relations I've ever experienced. All I can do at this point is sell this stuff at a loss, buy GOOD tables and send complaint letters.

If you live in Delaware, I strongly recommend that you don't buy from Ashley Furniture! Save yourself some money and a headache. If you must, then don't let the delivery guys rush you to sign for the delivery like they did to me. Inspect the furniture thoroughly because coming from Ashley (and from reading other reviews), it's automatically suspect. If you notice damage, don't sign! Make them take it back immediately.

UNACCEPTABLE! No one called me! As the customer, this company as screwed me! You have required that I hold up my end of the bargain but the company is not being held responsible for holding their end of the bargain. I could remain in limbo for months at the rate this is going. I want to know who can rectify this to my satisfaction. I will NEVER refer anyone I know to buy from you all again. On another note: this company has a rating of 1.9 out of 5 stars on the websites. Now I see why. I am kindly referring this incident to the Better Business Bureau as well. Ashely's could have called me to notify me that there was a problem. They chose not to... and that is unacceptable.

I canceled my order for the sleep sofa. Can't imagine a piece of trash to be delivered to my home. This piece of Alenya Quartz called loveseat is a no buy for anyone. Don't waste your money. Spend a little more and get a better quality furniture. This piece of sofa seems to be sitting in my living room for ten years not and hasn't even been a month for this piece of trash. I truly wish I can return this piece of garbage I spent for $480.00 and get something worth it. My Aleyna Quartz loveseat is not on Craigslist for $400.

The men put everything together very well. They were pleasant and very neat and cleaned up, etc... and the furniture was amazingly more beautiful than I remember in the store. The finishes on both sets was beyond my expectations! Furniture today is not made like it use to in the very past, but by today's standards, I believe from what I just bought, I will go there again if the need arises. They do sell high end to low. You can pick if you want better quality or not. They do have both. I hope I don't have to eat my words in the days to come. After all this, I went on the web again to see where I could leave a comment and I found out about all the organizations Ashley donates to. Amazing so many dollars to so many good causes. Thank you, Ashley, for all your philanthropic work and donations!

The following week my footboard was delivered and put together and of course I am still waiting on the person to come and fix the dresser draws. The gliders were delivered by UPS and are still in the box waiting for the repairman to come. They sent a person to our house supposedly. My husband mowing the grass outside, and told my husband they called the house and sent the driver over and he waited from 2:15 pm to 2:30 pm outside my home. The driver left because no one was home. My husband told them impossible I did not see a truck or anyone waiting and that is the time our daughter's school bus comes home and she did not see a truck.

We called them yet again, and were told that a Supervisor would call us back. Still waiting for a call back. We followed up with about 2 calls so far being on hold for 20 min. a pop before we hang up. Should we put them on speed dial....Frustrated and will continue to call. In the meantime, anyone considering buying furniture from Ashley Furniture.....DON'T DO IT...Otherwise you will be writing one of these reviews as well.

Within five months of barely even using this furniture the wood brace underneath the seat cushions snapped in half and the cushions weren't holding up so well either. I called the store where I purchased this stuff (which is not an Ashley Home Store but one that carries Ashley brand furniture) to complain and fortunately my store gives a one year warranty to their customers. Ashley Home Stores do not carry the same warranty. So glad I shop where I do! Anyway, my store took back both the sofa and loveseat and I have now ordered a set of Best Home Furnishings furniture. The day I went into the store to order my Best furniture my sales lady told me that the quality of Ashley furniture has drastically gone down in the past few years. She said they are making a "cheaper" line of furniture that so anyone can afford to have new furniture.

Truthfully the reason I bought my set was because it was so reasonably priced and was nice looking too. It's too bad you really do get what you pay for, but even if they are selling it for a little cheaper, no one can afford to buy new furniture every year or in my case every five months, after it breaks down. Ashley's quality is just too poor in my book. I have purchased three new sets of furniture in my life because and all of them until this last one lasted me at least 10 years. Ashley furniture is just not worth the price so I most likely will never buy another piece of Ashley furniture again.

The night before the bed was supposed to be delivered, I received a call saying they would be at my home between 9am and noon. When I once again explained that I needed an afternoon delivery, I was told that they could not be there the following afternoon, so it would have to be delivered on another day. I was told they would call back the following day with a new delivery date and an afternoon time. I heard nothing from them for over a week. When my husband finally got in touch with the delivery company, we were told the bed would be delivered the following Saturday.

Several days later I received a phone call to set up a new delivery time, as apparently no record of our Saturday appointment had been kept. Luckily, there was still Saturday availability, so I rescheduled the appointment my husband had already scheduled. During that conversation, the gentleman I spoke to assured me that the bed would be delivered on Saturday, and I would receive a phone call that morning with a three hour time window. On Saturday morning at around 10am, I called them because I still hadn't heard anything. That's when I was told that they had no record of my delivery time, the truck had already been loaded, and my bed was not on it.

At that point I was just done, and asked them to simply refund my money. I was told I would need to do that through the actual store where I purchased the bed. I tried to call at 10:30 after the store had been open for half an hour and was redirected to a call center that was unable to help me. I finally drove to the store and asked to speak with the manager. I was told that he was in a meeting, but the office manager, Nicole, said she would have to fill in a refund request that would need to be approved by her manager. She told me that she would call me later that day, or on Monday morning at the very latest.

When I still hadn't heard back from her by Monday at 4, I called the store. I was told she had stepped out, but that she would call me back within the hour. When I had still heard nothing by 6:30, I called again, and was told by someone in the office that neither the manager nor the office manager were available, but that they believed my money would be refunded in 7-10 business days. So now we wait... again. Frankly I'm not at all confident that it won't take another couple of phone calls and trips to the store to get our money back since clearly customer service is not a priority, and the left hand has no idea what the right is doing. Needless to say, Ashley Furniture store will not receive any of my business in the future. There is no shortage of furniture stores in our area. Any of which I would now consider more deserving of my time and money.

So far so good. Sales woman says plenty in stock. I say, "Okay, so like 4 weeks??" Her response is that probably sooner. In my head, I'm going, "Yeah, right. You know how many people have complained about waiting around for furniture they've already paid for? I'm not going to hold my breath." They gave me the number of the warehouse but said to look out for a call from them to set up a time. A week goes by and I figured I'd just give them all call for the heck of it. They were super nice, asked my name and said, "Yes, your furniture is in." I'm like, "Whoa, really." They're only open Tues to Sat so I set up to go the following Wed making it just about two weeks from purchase to getting it in my house.

The guys at the warehouse were all really nice and even carried the sectional to my truck since I couldn't back up to their warehouse doors (typical female, I know). So if you're still reading, so far everything has gone perfect. Too good to be true. This is Ashley's we're talking about, come on. I get it home and start unwrapping. Looks good. Everything is there, no rips, no nothing. Are you serious right now? Nope, can't be. But alas, the sectional is set up. Looks great, zero problems.... I'll come back in a few years though. Something is bound to break before then, right?

Then nobody called up for 2 months. I kept following up but would NOT get a response. After lot of efforts, I again managed to talk to someone only to be rudely told that "we don't cover these issues and they are your responsibility". I want buyers to be aware of 2 issues: (a) poor quality for their leather couches and bed make noises within 2-3 years; (b) their protection plan does NOT cover anything and do NOT buy it; (c) their staff is very rude. Never ever going back to Ashley furniture.

So finally, I talked them down to $7500 and they accept. So a friend of mine tells me "You should've went to a Mom and Pop Furniture store because they all sell Ashley's Furniture." I said really??? So I call them and guess what, I can get all those pieces besides the mattress for, don't laugh, $2800.00 cash or $3500.00 if I finance due to bank fees comes out to $100 a month for 3 years!!! So I asked about the mattress and he says, "Yes, I can get the same model mattress for $1000.00 (Sealy Posturepedic Plush)." Ashley wants $2000.00. So the total package at Mom and Pop Furniture store.... $4500.00. Wow, did I get ripped off and hit over the head with a sledge hammer and screwed thru every hole in my body without lube?!!!

EVERYONE THAT READS THIS, please go to Ashley's. See what you like and test it out, and feel it. And if you like, get the model # of all your pieces THEN CHECK YOUR LOCAL MOM & POP FURNITURE STORE, ANY FURNITURE STORE that doesn't have the big name that we are all familiar with. Trust me, you won't believe what you can get your same pieces for and they also do NO MONEY DOWN, NO INTEREST!!! Beware, Ashley's will take an arm, leg, torso and a hand from you for furniture that's worth elsewhere FOR 60% CHEAPER.

I will never purchase from Ashley again. I cannot put any stars as to my rating of the experience. Terrible from also the point of sale, at which time I attempted to cancel the order because they could not deliver when they agreed. I was told it would be a 25 % restock even though it had never been delivered. Then the 0% loan went to a company without a website, which does not mail out statements or accept payment thru the mail, only in person payment. It was a company 50 miles away. The reasoning of course behind this is that if you miss one or are late on one payment, the rate goes to 39%. I convinced them to set up with a different loan company. What is wrong with companies today? Are they not interested in repeat business?

Alas, 2 weeks after my purchase and my living room was complete. However, this is where the disappointment comes in. The throw pillows: poorly manufactured pillows! The seams are barely sewn together. They are filled with the minimum amount of filling inside and whoever stuffed them caught most of it on the zipper when they tried to close the pillow up. All 6 of the throw pillows look horrible! I'm so embarrassed about them that I actually removed them and have them stored in the garage. I will just buy better ones elsewhere.

Now the sofas: I'm afraid my large sofa will not last. Every time I or my 11-year-old daughter sit, the sofa cracks as if it's going to break in half! I'm petite at 5'2" 103 lbs and no reason why a couch would want to break when I sit on it! Lol. On both armrests, if you lean or add any light pressure to them, crack as well! It seems as if the armrests are made of cardboard. I have had these sofas about 4 months and they already have a saggy, droopy look to them. My daughter and I hardly use them and I can't image how cheap the quality is for this to already be happening.

Looks like I'm stuck with them and I will forget the fact I spend a little over $2K on them. Please, go elsewhere and make your purchase with your hard-earned money. Don't settle for their cheap furniture as I did. I've bought many couches/sofas in my day, and these are the cheapest quality items I have bought at a furniture store.

Three days later I spoke with a man named John who seemed to start the conversation off very defensive. John proceeded to tell me I did not get a dresser in my set and there was nothing he would do to further assist me. Both of my salesmen told me what was included in the set I bought and they both informed me a dresser was one of the pieces. I understood why the company did not want to give me the dresser for free since it wasn't actually included but since they were at fault by lying to me in the first place I asked if I could return the pieces. They told me the only way I could return them would be with a 30% restock fee.

I was very disappointed with the customer service I received from this store and their headquarters. I explained to them that I worked for a company in a small town and that we value customer service more over sales. He said it was unfortunate that I felt that way but there was nothing else he could do to further assist me. Most stores would go above and beyond to assist the customer. I will never buy anything from this store again.

I am so disappointed by Ashley Furniture. I also have another sofa from Ashley too which I bought 5 years ago with some part leather but it’s absolutely fine. It means this sofa set have some kind of manufacturing defect. I do not have any pets & small kids. I bought two piece set & have problem with both. Please help me in this case. These are the pictures of the defective Ashley sofas. Please check them out and email us back that you got them. Sofa serial # 390882717--2370188--M.O.# MA2NPOO. Love seat serial # 390882954--2370194--MA2NPOO.

My father went to the store to have his money refunded. The manager of the store was very nice and asked my father for the opportunity make the situation right... So this time, they delivered the stand to the store and called us in to inspect the item to make sure it was to our satisfaction. That sounded great, until we were told that it was now our responsibility to take the item with us. Luckily, my husband has a truck. I wrote an email to the corporate office. I received a reply indicating that my local store manager would be contacted regarding my concerns. Well that's great, but he was already aware. So much for customer service.

Then in June of the same year, we very ignorantly made two more purchases. The first, a dining room set and chairs. And the second, a bed, dresser and two night tables. The orders were made at separate times, so there were two separate dates of delivery. The tables, were scheduled to be delivered a week after being purchased between 9am and 1pm. I took the morning off from work to be home for the delivery. At 12:45 I still had not heard anything. I called the customer service number and they assured me the items were on the truck for delivery. So I called my mother and asked her if she would mind sitting at my home until the furniture arrived, and I left for work. My mother called at 4:30 to say the furniture had finally arrived... a full 3 and one half hours late. No explanation, no apology.

The very next week, my bedroom furniture was to be delivered. Given the ordeal with both the TV stand, and now the table, I took the entire day off. The furniture was scheduled to be delivered during the same time frame. It never came at all. I called the customer service number, once again. I was told that someone would call me back. No one ever did. I went to work the next morning, came home, fed my daughter dinner and just as we were heading out the door to her soccer practice, a truck pulls up with my bedroom furniture. Afraid that if I attempted to reschedule I might never see the furniture... I had them complete the delivery, and my daughter missed her practice, which did not make her happy at all.

Just nine days after the bedroom furniture arrived, my wife noticed that the finish on one of the night stands was peeling and flaking. We contacted the consumer line, yet again and were told that someone would call us to schedule a repair. 3 days later, we had not heard anything. So my husband went into the store. We spoke to a manager. They scheduled a repair person to come out to take a look at the furniture, but the date was two weeks away. Not to our surprise, no one ever showed. We again called the customer care line... I'm not sure why we kept calling. Again, no return phone call. So back to the store we went, only to be told that the purchase warranty was only good for 30 days and had since expired. So the nightstand never was repaired. Again, we sent emails to the corporate office. Nothing.

Labor day of this year, my mother-in-law purchased an adjustable base and mattress for us, of all places, at Ashley. It was a gift, I figured what the heck, surely they can't screw up a mattress... Boy was I wrong. Long story short, we were moving into a new home. We arranged to have the mattress delivered in conjunction with our furniture being moved into the home. The first delivery, was a bust, as they attempted to deliver to my mother-in-law's home, not ours. My husband called the customer care line. They assured us the address had been corrected to reflect our address and not hers, we rescheduled delivery.

The day the mattress was due to be dropped off, the driver called my husband, my husband asked where they were delivering the mattress, and they gave my mother-in-law's address once again. My husband told the driver that was incorrect and gave our address, to which the driver replied he was not making deliveries in that area on that day, we would need to reschedule. So, phone calls to the customer care line, and a trip to the store were the next steps. Two weeks later, our mattress finally arrived to the CORRECT address. They set it up, showed us how to use it and left. Now, because of all the back and forth with this stupid mattress, our move had been halted somewhat. So we did not sleep at the house that night. We had taken up at my in-laws since we were somewhat between residences and did not have a bed to sleep on.

The next morning, we began moving items into the house again. My husband went to lay on the bed. He elevated the head, and foot portions, started the massage, and the bed stopped working. So, here we go, time to call the customer care line. They will send someone. Guess what, he never shows. So we call again. The lady informs my husband that she will have someone call him and "walk him through fixing the bed". I'm sorry, what???? We pay for a bed, it takes a month to get it delivered, it doesn't work, and you want us to fix it? Are you serious???? Meanwhile, we are about to make our second house payment on a house we have yet to sleep in because our bed is stuck in a V position.

We again, went to the store. The manager offered us $200 toward our next purchase. Fail! Oh, and the little **, Andrew **, that finally emailed me back after three very heated email complaints (no one ever returned my husband's emails)...he passed us back off to the store manager, stating that because they are the manufacturer that the only assistance they provide to customers is to pass their concerns on to the store. It's a big circle of blame passing with no efforts to correct any mistakes. Take your money elsewhere... It will save you a lot of stress.

The sofa was delivered 2 weeks later and the man rushed in, had me sign and rushed out. I call the customer service dept within 10 mins of him leaving my home because the arm squeaked and the base board has a cracking sound when I sat down every time. They said that they would send a tech out and the soonest was about a month away. When the tech came, he said that it was the sofa and because there was cardboard in the arm that causes the noise and would also cause the arm to flatten if leaned on. He looked at foundation and heard the noises I heard and then he said he would have someone call me from customer service. No one did so I called the AZ number and they had on record that the tech said there was nothing wrong. I demanded that something be done so they sent another tech out a month later and he saw tears in the fabric and also heard what I did and said that all he could do is order the fabric for the arm and replace it because the rest was normal from the structure.

I was so angry!!! I did not buy a couch from them to have the quality be this bad in 10 mins of delivery. The fabric was ordered and I never heard from anyone for weeks so I called again and they told me to be patient and it would be here and then to call and the tech would come out and repair it. It finally came and I called and they had set a date for someone to come out and fix it weeks later but they said they would call the day before and let me know what time. They never did. The guy just showed up and we were leaving so I needed to reschedule. He told me someone would call me the next day to resched and no one ever did. I called them 4 days later and they again told me they would have someone call me the same day.

In the meantime, the springs are about to come through the seat and the cushions are flat and cannot be revived. This is the worst purchase ever. I took my cushions to furniture repair place to have the insides redone with better material and it was going to cost $90.00. I WANT MY MONEY BACK!!!! I can't wait to see what they say when they call!!!!

The delivery men looked frightened when they couldn't find the transformer plug and my husband thinks they must be yelled at a lot by unhappy customers. They ordered a transformer but alas, it will take another TWO WEEKS to receive via FedEx. That does not solve the problem that it is the wrong model. They say their order says same model. I ask, "Then why does it take 2 weeks to deliver the style they had in and then another 6 weeks for same style?" The WHOLE reason it was going to take longer was because it was a DIFFERENT model.

My husband is fuming and tired of poor treatment from companies and this one has been the worst of late. I am just disgusted and don't expect good customer treatment. We feel like just another bank account that walked in to be fleeced. I don't expect quality treatment this day and age. No one cares about their company service in general and sales clerks are just on commission and half-hearted. I guess Ashley should go the way of Montgomery Ward and soon to be gone, Sears and J.C. Penney. Just die. It would be easier for us to shop the internet and take our chances at this rate.

We are detailed and experienced online shoppers. This time we chanced going to a box store and trying out the product before buying. Doesn't anyone care anymore about business? It would take so little to offer at least minimal quality service these days and it would make a company stand out. I guess no one cares anymore, profit margins too thin and people don't take pride in their jobs anymore. This was our first and our last time dealing with Ashley. I am sure they will do just fine cheating and poorly servicing other customers until enough of us complain and tell our friends not to shop there. Me, I plan to blog about this experience to my readers. I don't expect to see the model I bought and IF we get the missing piece, I will just give in and keep the wrong chair and forget this company.

They have in their list of repairs to cover scratches to use a crayon or marker. This was a furniture marker by Guardsman that is recommended for scratches but this problem is bigger than what a marker or crayon could cover... And now they will not send anyone even to look at dresser. We had a house fire and lost everything. Our purchases were over $5,000 and you would think they would want to see the whole picture not what I took on our cell phone that truly doesn't show the whole surface of the dresser... So I have a dresser that is flaking away on the top and I will never purchase anything from Ashley again and think they should refund the money paid for the extra so-called warranty that you really don't get.

Motors die and all sorts of electrical problems occur and if that were to happen and I needed to bring it in for repairs, it would cost me money to get it to the location and money for the repair because if you've taken the time to do your research and have read their policy and warranty information, you would run the other damn direction. First off, the warranty on their website is an absolutely atrocious joke. It doesn't cover anything worthwhile. If your cushions lose their cushion after a year...you are SOL. I don't know about you but I have pillows that last longer than that.

Secondly, when I did happen to find something that both my boyfriend and I completely liked, we got the whole sales kick from a salesman (sneaky bastard). I mean, I'm not stupid, I know it's their job to get as big a commission as possible because that's how they pay their bills, but the internet has been around a while now and we, as a couple, are both tech savvy people. I went to school for graphic design so I know all about ** and my boyfriend is in the field of information technology.

We planned on buying what Ashley furniture named the "Toletta Collection" which features a 2 Seat Reclining Power Sofa (Manufacturer: Ashley, Toletta Collection; MODEL# 5670147), which they have their retail price set at $1499 with a Columbus Day "discount" of 30% which would knock off 450. We were very happy with the comfort level, the design and all until I decided to do a bit of detective work by price checking online. Here is what I found (**): 2 Seat Reclining Power Sofa (Manufacturer: Ashley, Toletta Collection; MODEL# 5670147). OUR PRICE: $966.00; List Price: $1380.00 - Save 30%.

Oh ok that's more like it...and free shipping? Yes, please. But still no because heaven forbid anything happens in shipping or delivery and that delivery guy leaves when you sign that slip...you’re screwed. INSPECT every square inch of that product before you sign your money away b/c once you do, you're going to be hard pressed to get someone on the phone to be your friend. Business is not about making friends anymore. It's 2013. It's all capitalism, baby.

I found a pretty fantastic tool on the consumer reports website that EVERY prospective furniture buyer should read, print out, and actually do in store. If the retailer does not let you perform these tests in their showroom, there is a very good reason why. That reason is...they don't want to lose you as a customer by finding out that the product is poorly made and not a good quality manufactured item. **. So, instead of purchasing this product, I plan on continuing my search in the realm of department stores because they tend to have much better customer service relations with their customers because they are not franchised and they want to keep customers.

DO YOUR RESEARCH. Read reviews carefully. Pissed off people write things out of anger and not always about the actual truth. They don't always do the smart thing which voids the warranty like trying to fix something on their own. Take your own photos of the merchandise and for God’s sake, take a pen and paper with you to write important facts down about the items that interest you and go home and research them. You can even ask the sales people for computer printouts of the products. It’s part of their job to educate you, but the other part is to get you all excited about making a hefty purchase. Be courteous, well informed and your best bet when all else fails is to your credit or bank card as a backup plan because then, your bank may step in when the manufacturer tries to swindle you out of your hard earned money.

When we talked to the manager from the store a few days later, he told us that the tech report said that there was nothing wrong with the furniture. I guess the lady on the phone must have changed his mind for him before he could fill the report out or someone is lying about what the report said. Then the manager tells us that there is a no return or exchange policy and there is nothing that he can do for me, that the chairs are my problem. So I have paid $1180.78 for 2 recliners that will not recline and can not get anyone to help me. I will never shop at Ashley Furniture again. I hope no one else does either.

I made a visit back to the store and got on my hands and knees to look under the demo bed and that's when I realized the center support piece along with the wood was not there. I have gotten the COMPLETE runaround from EVERYBODY. I am beyond done with these people. You would think going into a top brand furniture store you would get quality items. I guess that is what I get for thinking. And to top it off, NO REFUNDS. I am disgusted with this place and will never purchase anything there EVER again.

As this was within the warranty time (2 years) for the Crest No Worry service e agreement, for which we paid extra, I was entitled to a replacement. I called the Ashley customer service line on the same Saturday that this happened (1-800-994-7514 ext. 52). A ticket was submitted, and the representative said that she would now email a technician, who would then schedule a time to come out and look at the couch.

A week went by and I did not receive a call. I called the aforementioned number back and was told that the technician was out or some such nonsense, and that she (the phone rep) would send a follow-up email. Another week went by with no calls. I called them back. I spoke to a representative and stated how this was turning out to be a bad experience. He said he would personally make sure that the technician called me back.

Within a few days, I received a call from The Furniture Services (908-998-1538). The representative asked to setup a time for a technician to come out and look at the issue. They only service my area one-day a week. So I had no choice but to accept the Thursday offered. Note that this is now over 3 weeks since the issue has occurred. The representative stated that the technician would call the day before and schedule a specific time.

The day before my service call, I get a call from a technician or his scheduler. He relates how there was a traffic accident, or some other excuse. He was hard to understand as he had poor reception coupled with his ESL. So he states that they can come the following week. We are now at 4 weeks. The following week came and the technician knocked at my door. He was thug with jean shorts, a dirty shirt and boots, and no identification. He came in, I recounted the problem, and he took a picture with his phone, and said that the part would need to be ordered. Once I receive the part, I would need to call and schedule the technician to come back and install it.

So I wait two weeks (we are now at six weeks for a stupid cable repair). I call The Furniture Services back to see what the deal is on the part. I was told to call a new number to get the status (732-355-9200). This is the number of Value City Office and Distribution Center. I speak with a representative who recounted that the part takes three to four weeks to ship, and that I can call back to schedule the installation.

At the end of seven weeks, I call back to get a status updated. They recount the same garbage as above. At the end of the eighth week, the part arrives. I call Value City to schedule. They tell me to call The Furniture Services. I call The Furniture Services at the beginning of September (September 4th). Much like the other attempts to call, I have to leave messages and call back several times before someone answers. I finally get someone scheduled to come out on September 12th. Lo and behold, I get a call that the technician cannot make it.

At this point, I don't care anymore. Ashley has lost my business. During the 11th week, I call to reschedule and go through the voicemail process. I finally set something up for Wednesday, October 2, 2013. I was, once again told, that I would get a call the day before for a specific time. I take the day off from work.

Tuesday evening, October 1st, I get a call asking if anyone has called to setup the time. I said no, I was told someone would call back. It's already past 5:00 pm, so I would be surprised if we did get a call back. Shortly thereafter, I did get a call back. They told me that the technician could not come out. I lost it. I was cursing, screaming. I got names and numbers. I finally broke down and just installed it myself, even though I paid for this service. While I was installing the piece, I get a call from The Furniture Services, and they recount some garbage about how one technician only works in the area, and he has a zone, and all of a sudden, they can come out this Saturday. I screamed and yelled, and said forget it, and that I am now on a mission. I am closing down my Ashley store credit account. I will never buy anything from Ashley. I plan to post this on every single blog, website, social media account I can get my screwed-over hands on.

Do not buy anything from Ashley. If you do, you have been forewarned on the warranty work.

We did not accept the offer and they had not any other option. Meanwhile, we noticed that the handle of our sofa is out! The same process happened for us with a lot of headache and finally, they send a rude and non-professional person to fix it, but he put it in an oblique angle and ruined the appearance of the sofa! Never buy anything from Ashley generally and especially this store. They sell junk stuff.

There were a lot of problems with delivery and when it was finally delivered it worked for one day and then stopped. Had to jump through hoops to get it picked up and a working one delivered so much so we were given $100 store credit, went to use the store credit and was put through so much ** ripped up credit and left the store promising never to do business with them again. So I went back to the store today, thankful I have kept all my receipts. I was told order was not put in their system correctly by their employee and I could not do anything but wait until the 5 years was over and then get a store credit for $149.99 that I paid for the protection plan.

I stated this was wrong and I never agreed to a store credit and did not do business with them any longer. She stated I had signed some kind of purchase agreement stating only a store credit would be given but she could not produce it. She printed the information out and it plainly shows this was not produced until October 23, 2012. Ashley Furniture is a horrible company; they lie, they cheat and they steal. So I am now out $149.99. If I stole money I would be put in jail. This company needs to be shut down.

** explained to me that it was her fault for not calling and letting me know, I took the day off from work for nothing! The delivery was rescheduled for the 23rd of September. I called at 4:00 p.m. to find out what time my merchandise was going to arrive and was told soon, I was the 8th delivery of the day and the delivery truck was on the 4th delivery. I called again at 7:30 p.m. and no one answered the phone, no voice mail or answering service, at 8:00 p.m. I called the store 302-543-6407. ** answered and placed me on hold to check with the delivery truck. He came back on the line and told me I would be receiving my furniture in a couple of hours.

Received a call at 8:36 p.m. from 302-256-6507. It was the delivery driver to inform me that they were having a problem with the truck, but said he was going to deliver my furniture. I did not receive my furniture on the 23rd of September! The next day, the 24th of September, I called the store at 8:37 a.m. and was able to leave a message, same number as the night before when the phone kept ringing and I was not able to leave a message! At 10:07 a.m., the delivery driver called me and wanted to know if he could deliver my furniture. They arrived at 10:30 a.m. I watched them unload the chest from the truck and was surprised it did not have any packing material around it nor was it wrapped in any type of protective blanket.

The driver told me it was wrapped up inside the truck, guess he didn't realize I watched them pull up and unload it! The chest has a dark spot on the top of it and the delivery guy told me that was from the blankets and I could clean it off! Brand new furniture that needs to be cleaned! The furniture is poor quality and I do not see it lasting a long time. I would have cancelled the order but Ashley Furniture charges a 40% restocking fee! That was my first and last experience with Ashley Furniture. I will never buy furniture from them again!

Sofa and love seat quality is sub standard and not satisfactory. Within a month, cushion started sagging. Upon complaint, service was scheduled. Service representative visited home and informed that he will repair the mechanism of love seat whereas our complaint was related to cushion. We received cushion shipped after technician visit. Also we had issues with bed frame and mattress. Bed frame was making lot of noise even with slightest body movement. Though technician fixed within a day, again the same issue popped up. Again, technician came and fixed it. Now bed frame is full screws which we are afraid has impact on the original quality of the frame and it increases complexity of dismantling the frame while we move, if required.

Regarding mattress, we ordered firm but found it to be plush like. Technician visited our home and did a weird test by placing a plastic on the bed and measuring the sag. I don;t understand the test since the plastic is much lighter than a human body; hence, it will not sag the way when you sleep. Customer service informed that they will not replace even if there are any issues and this is how the test will be done. Spoke to customer service and they are very insensitive and rude about the above complaint. Overall, I feel that I have wasted my money (around $3000) and my time. Very poor quality product and customer service!

So, I called and made an appt. for the following week. The guy called on the day that he was supposed to come and was running an hour behind. I told him that we couldn't wait so we had to reschedule. That took another week. This time the guy came out and listened to our complaints. He sat on the furniture and agreed that it was not right and it would require more work and time to make it right than the stuff was worth. Keep in mind that this stuff cost us about $3000. So, I got a call from the customer service lady and she asked what we wanted to do. I told her that all we wanted was store credit so we could pick out different furniture. It took about an hour but she called back and said it was a go.

So, we went to the store and picked out a couch and two recliners and a small table to go between them. We got the furniture today. Fantastic. No delivery charge, no restock charge nothing. We still have some credit left to use up. End of story, they worked with us and made us happy. You just have to hang in there and be civil to whomever you talk with. That's our story.

FINALLY our table came two weeks after that (a total of 10 weeks for delivery) and I received a call from a "customer service" rep. She told me that it wasn't the store's fault. They said that my roommate had called in and complained about how long it was taking so that's why they felt it was okay to cancel the order. They said that they had just ASSUMED that she and I were close and that it was alright to cancel the order. I told them that I didn't care if Mother Theresa called in to cancel the order, it was MY order which was purchased using MY credit card. The rep said that it was a "learning experience" for the store.

Absolute biggest bunch of BS I've ever heard in my life. I will definitely NOT be purchasing furniture from this company in the future and if you are reading this, I advise you to do the same. The quality is poor, the sales people are absolutely incompetent and I'd rather poke my eye out with a sharp stick than have to speak to one of their "customer service" reps again.

The salesman checked and had a sooner delivery date so we proceed. The computers were down so it was taking a long time, so my sales was doing what he could get done. I told I was fine. He let me know he didn't like it because he wanted back on floor because they were commission only. My salesman did some paper work by hand and was going with me the sale. I asked again about the chest. His exact words were "Don't worry Rhonda." We finally get to sales counter and computers were still messing up. (What I now know when you check out, per a manager, the sales counter is supposed to catch mistakes by going line by line with customer and put a check mark by each item to make sure order is correct, and just Pasadena store, they are supposed to show you picture from computer to prevent what happened to me.) The computer are messing up so the lady just rings me and gets me to sign bottom of papers with I think are my credit card signatures.

So September 6th is my delivery date. Well everything came, but with Queen-size mattress and no Chester draws. I'm at work; my son is home calling, asking what to do, "Do we send mattress back?" From work, I call customer care and you have to call store as well. I was on hold for 30 minutes. No human has picked up phone so call customer care back. They call store and get my salesman to call me, and he apologized, and when I asked about Chester draws, he told me it was not included and he put one number wrong in the computer about mattress. Now I'm angry. I would have respected had he said he does not remember but to just out and out lie... He asked what I wanted to do. I said I want to talk to the manager. He said okay. We'll never hear from one and they don't answer their phone. He needs to call me.

That night, I email customer care for help because I don't know if I want furniture and the main priority was bed. Well I don't hear from anyone so I go to store my first opportunity, the 9th, and speak with Manager. I explain what has happened so he explains what should have happen, written above. I told him it did not happen and if it had, we would have found mistake about mattress. He said I was right so he asked for my paperwork from that night, then informs me that I signed it, had happened in the middle of some page; it says Ashley verified and I signed it. He had to go by that. Well, how would I know what should have happened? And they never went down the page, and they said when their computers worked right, they had to edit them. Well there were no check-marks by any items.

I let him know I did not feel it was fair their procedures were not followed and I'm who's held accountable. He tried to sell me the chest at a discount but I did not want it because I had only gone for the bed and only had purchased whole set due to price; it's not high quality furniture but it could serve a purpose for the time being. So ask about my mattress, he checks, it is scheduled to be delivered the next day when no one had set that up with me. I let him know no one would be home and I had no idea, but I need the bed so I asked if I could just get a refund because I could call Gallery furniture and they could deliver it to me that day. He said "Let me tell you what, I will call and have it delivered to store and have one of my guys bring it to you tomorrow or Wednesday the latest." So I agree.

Well, so it's Wednesday, I get home, call store, they answered. Wow. I tell them who I am and they keep putting me on hold. Well after fifteen minutes, they hang up on me. I call back, well once again no one will pick up call, so once again I call customer care and find out no one has called to have it delivered to store. Now I'm having a breakdown. The lady was real nice. Now they want to set up a new delivery, I'm saying no way. I wanted to talk to someone that could do something. She gives me a corporate manager. I tell he wants to help.

I tell him I'm done, I just want a refund, that I can get a bed tonight. He offers Friday. I don't want to wait. I want a refund. I had not changed my mind about purchase and through no fault of mine had this happened. He says "Sorry, it's past the 48-hour cancellation policy." What, are you kidding me? They act like you're lying. He would have to talk to the other manager. Really, you are corporate? I tell him the fact is, he forgot to call and have it sent to store. Customer care already informed me that no such request exists. I ask, "What is the problem it has not been pulled from warehouse? They should not have to restock it." "Sorry, it's past the 48-hour cancellation policy." I said "Forget it, I'm calling Gallery. I guess I will eat it."

Then I get a message left on my cell saying the warehouse was backed up so it won't be at store Thursday, that it won't be until Friday, not knowing I already know they forgot request. The truth is they have my money and it is past the 48-hour cancellation policy so they can do whatever they want. Good news is, I called Gallery furniture on the phone and we have bed. They had it here in under 3 hours. Went to Ashley Furniture September 1st and still did not have mattress. Why would I believe it would be here on Friday? Here is a photo of how Furniture was displayed and there is no separate price on Chester draws. With the display set up and salesman's word, why would I believe anything else?