Ashley Furniture Reviews

The other issue was my pets were leaving various stages of scratches on the material, which I was told on my visit to the store in Oct, that I should keep blankets on the couches to protect them. Hello I have had furniture before and never encountered problems with scratch marks on Leather. When the second Tech did not show up, the Store Manager Jimmy ** told me he would have corporate call me. Well that's the second encounter with them and again "No they will not doing anything about the scratch marks." However, I must note that if I had purchase their expensive Extended warranty, then they would fix the scratches. They only agree to send a tech out to fix the arm rest. This furniture is not even 3 months old and looks like crap. They will not work with me and I have spent too much of my valuable time to deal with a bunch of nimwits.

I have threatened to spread the word wherever, and to whoever will listen to me. I have pictures. By the way, they did sent a tech to repair the flattened arm rest, and he proceeded to tell me I can unzip many areas of the sectional, and re-stuff, or rearrange the stuffing. I was told by the operations manager of the store, to place blankets on the furniture to eliminate the problem of scratching marks from my pets. Hello? I didn't buy the furniture just to cover it.

We fought the charge on our credit card, as we paid full price on our AmEx card. When they saw the charge being questioned they started calling and harassing us to return the furniture, however, we have not yet seen a credit on our card. Once the credit came through, we gladly returned the shoddy furniture. We then went to La-Z-Boy and bought quality furniture. We may have had to pay more, but "You get what you pay for."

The table however had areas on all 4 legs (at top area) where the finish was missing and the areas were was black in color. Prior to me leaving for work, the technician said he could match the finish and although I had my doubts I left for work and my wife stayed home. When I return home later that day the wife had all the windows open in the family and living room due to the fumes from the paint (not stain to match the finish) that the technician applied. So we put the table in the garage till the next afternoon so the fumes would leave the house. I called the service department and told them that the repair was unacceptable and that we wanted a new table delivered. Their response was that the technicians report had not been submitted so there was nothing they could do at that time. I kept calling each day and each day I would get the same response until a 5 days later, I finally received a call from a manager in customer service and he agreed to have another table delivered.

2 1/2 weeks later the new table arrived and it was in the same condition (no finish on legs) except it also had rub marks and scratches on the top. Don't these people look over at the furniture before they deliver to the customer? My wife called me at work and told me the problem and we decided that if they returned our delivery fee we would keep the first table so we would not have to deal with them again. She called customer service while the delivery personnel were still present and they agreed to refund the delivery fee to our credit card. Well, after 3 days passed, our credit card did show a refund however it was only for 1/2 the cost of the delivery fee.

I immediately called customer service again and they said that my wife had agreed to 1/2 off the delivery fee. I told them that this was not true and if they could not refund the remaining monies due they could come get the table and give us a full refund. They refused and again said that my wife had agreed to only 1/2 off the delivery fee and now said she also agreed that if they gave the refund it would cancel the warranty. Needless to say we will not purchase furniture from them again. What a nightmare!

The costumer affairs personnel were rude and they were unwilling to help me. They just repeated the same information about the set being discontinued and that there was nothing that they could do. Despite telling them that I could not use the bed they just repeated that no parts were available. When I told them that then the bed should be thrown to the trash, since it is useless without the support, they transferred me to another department were I was prompted to leave a voice message; which I did.

The next day I got a call from some office at the Headquarters. I once again (for the 3rd time) explain the situation and once again I told them that I just needed some guidance in order for me to find the part or find something similar so I can use my bed. Their response was, "Go to a hardware store" At first I thought they were kidding, but after the conversation continued, it seemed that that was the best advice they could give from a furniture company as big as Ashley. I told the person over the phone that one doesn’t need to be a space scientist to know that in a hardware store I could find a "quick fix"; I was looking for a more permanent solution to the problem. Once again the person told me that I could find many solutions at a hardware store.

Since I had started to get frustrated, I asked them that since the model has been discontinued for 18 months and my warranty expired a few month backs, what would have happened if the part broke 4 months ago while I was "covered" by their warranty. Their response was; “The store would have taken care of that" but gave no explanation on how they would take care of it.

We then saw Rodney (store manager), he tells us to go to Lowes and buy planks and that we would spend money to make the bed safe, we thought that was insulting due to him being a manager, he thought it was funny, an let us know it wasn't a good set, we were like now you tell us, a few months ago we went back into the store Rodney ignored us to the fullest, and by now everyone knows us, cause we are in there every month 2 or 3 times, trying to resolve this, so before we go out the door he makes the comment "here to buy another bed" and smirks, Terre was with us, that wasn't professional, we were offended, then another manager gets involved Richard (Rac Acceptance) he tells us maybe a new mattress will help, had that written up by a sales rep, we never got it, never heard anything else, we were going to switch it out, the bed and mattress has really done my back in.

In August 2011, Richard wants to come pick the set up. It has been discontinued due to the fact no good and tell us we can reselect or give us our money back. We went in to select but we have to stay in the $3000 range, it was either we got night stands no amorie or vice versa, and they told us we could go to other store to look. We found something at Value City but as before we hadn't gotten that Richard never said anything, he then told me to come back to Ashley to pick out again I did Al wrote it up gave to Terre, per Richard, nothing again, Richard said he would talk to cooperate to let them know all the issues and tell them they have a un satisfied customer, he said he would work it out, we never heard anymore, I told him the last time we talked this wasn't good customer service, and we were very unhappy, we have had this set a year and in 11 months your decision is to come get it and we have nothing. He asked me what did I want and I told him a full bedroom set like we purchased.

Why should we be penalized when they have know about this since day 1, why should there be stipulations, or we have to settle for something cheaper, they took the set off the floor has placed it in the back where damage an markdowns goods are. You can see where they glued the posts, and I went back to the store to see Terre, and there was the set, the bed a dresser on the floor I was very bothered. I went and got Terre an Al, and they said it was a markdown but shouldn't been on the floor, other customers had returned the bed for the same reasons. I took pics of it, this bed has been broken down put back up an I have video this, we have stayed in constant contact with Terre, and they are aware we had stop payment cause of the issue and they were expectable of this an agreed upon until we get it fixed but they call as a courtesy.

We can't even sleep in the bed a lot, it squeaks so, so we were paying for something we don't even sleep in, and now he wants to schedule a pick up an leave us with no bed no nothing, when we purchased from them we had a full set that we slept in, we have done everything he has asked of us, now he hasn't stuck to any of his agreements, his word has been invalid. We went there because we needed a bedroom set and still do; this bed has torn my back apart. How do you do customers like this, that has been patient cause they asked us to, as they said to us " we will get it right, if we have to put you in another bedroom set, right is right, fair is fair cause we could have been some really nasty customer, but we thank you for being patient, and this is what we get a year later.

When the furniture was delivered some weeks later, we noticed something wasn't right with one of the beds. We were told a box spring wasn't needed, but the mattress sat unusually low on the bed frame. We returned to the store, thinking we needed a box spring. When we were there, we noticed the bed frame in the showroom did not match the bed frame we received. We thought we were getting the "platform" bed, and we were delivered the "sleigh" bed. It turned out that the bed we received is $1,000 less than the bed we "bought."

The salesman/manager apologized and admitted it was all his error. He claimed to have written up the order wrong and promised to speak to his boss and correct the situation. Unfortunately, the way the order form is written up, we had no way of knowing the item listed was not the item in the showroom. The salesman actually showed us the item on the order and pointed to the bed in the showroom stating that was what we were getting. The $1,000 difference is substantial, and I never would have agreed to the entire order if it was $1000 higher for the bed we wanted.

claimed is worth $250. It isn't the right box spring for the mattress they sold me, but it was all they would offer so I took it. Even at the stated value, I am still out $750.

They told me that they can't do anything about it because the sofas were not ripped. I told them that when I went to their store and I asked them if the sofa were real leather, they told me yes and that my sofa were from Italia, meaning Italian Lerner. So I bought the sofa but it's nothing like Lerner . They sold me garbage. Please count that as soon as possible if you need a picture I would love to send you some. Thank you.

I was called on the morning of September 30, by the driver of the truck, notifying me that some of my items were on back order and they were only delivering 1 of the 4 pieces required for the entertainment center. Sometime later, after the delivery had been completed, the warehouse called to inform me that my items were on back order. We rescheduled delivery of the remaining pieces for the following weekend. Once those pieces were delivered on October 8, the driver informed me that the legs to the middle console, which was delivered on September 30, were missing and yet another delivery had to be scheduled to install the legs and complete assembly of the remaining bridge and shelves for the entertainment center. That delivery is still pending, but will result in nearly 3 weeks to get this entertainment center delivered and completed assembled.

The time would not have been a major issue if these events had been communicated properly and in advance. The missing legs are just an inexcusable error by the first delivery team.

Whoever makes their furniture needs to be held responsible for shoddy workmanship for which hordes of people are paying tens of thousands of dollars (which is what I did and so have hundreds of others). Obviously, there are no satisfied customers. I purchased my furniture quite awhile back and I decided that it wasn't worth the hassle to voice a complaint.

What is the purpose of a warranty if it takes around 6 months to get something? I mean, it could take longer than that considering that I still do not have it. I believe that I deserve some sort of store credit as compensation for the inconvenience of my bed being broken all this time. I am very dissatisfied right now and I do not plan on giving Ashley's anymore business. My dad has been to the Jackson, TN store several times and the footboard simply isn't there. According to the staff in the store, there are over 10 footboards in the warehouse in Mississippi somewhere.

It is amazing to me that not just one of those can make it to my doorstep in Asheville. With Ashley being such a "fine" furniture store, it's pitiful that they cannot accommodate their customers' warranties and simply ship me one item. There is an Ashley 15 minutes from where I live and it is insane that I cannot even go to that store and pick one up. My mattress and box springs have been on the floor for 4 months now and I have given Ashley more than enough business in the past 4 years. Look me up under Emily ** and you will see that I spent almost $7,000 in there in 2007.

We have experienced terrible deceptive sales practices, incompetent delivery and set-up of our product, rude management personnel, mistakes in our address to the finance company which led to bills being returned and late payments, as well as the financing being fraudulently assigned for the entire amount to two separate finance companies. (Ashley received the sales amount twice, and I am trying to clear up the fraudulent double billing).

First, when I began shopping for a bed, the salesperson told me we would qualify for a free TV if we purchased a Tempur-Pedic. And because I would be spending more than $2,500, we would also qualify for their free promo of a free trip. I was not really interested in the TV nor the trip so the salesperson said they could give discount on the furniture instead. The salesperson was pushy, took a credit application from me, and then got me pre-qualified through both Wells Fargo Financial and GE Money Bank. However, when it was time to sign for the sale, there was no discount on the furniture I had picked out, no option either for the TV promo or the trip promo because we were going to finance the sale and not pay cash for it.

My husband was furious about all the deception but the manager on site was rude to us. So I backed out of the extra furniture and really wished I had backed out of the bed and purchased it elsewhere. Additionally, when we were finalizing the purchase of the bed, it was only then that we learned that we needed to put a down payment on it. Financially it was not a problem but all of the promos, promises, and deceptive sales practices made the sales experience terrible. Not to mention that I had to spend hours in the store while they manipulated me into this purchase with all their promises. We chose the financing through Wells Fargo for this purchase.

The delivery timeline was good, only two weeks. However, when they scheduled the delivery they couldn't give me any sort of timeline except that I would be the 4th delivery of the day. I had planned to work half a day then head out of town for the Memorial Day Holiday. They did not get to my house until almost noon, even after we called and checked on their progress. The guys who delivered the bed were nice but they mis-threaded a bolt on the bed frame and did not tell us and left it. My husband just happened to look under the bed about a week later and saw the bolt not put in correctly and on the verge of snapping off. He called the store and was told it would have to wait till Monday and recommended that we didn't sleep on the bed. The staff on the phone took a message, and no one ever called us back on it. My husband went and purchased a tool to re-thread the bolt since it was mis-threaded and couldn't be used. He spent $30 but fixed the bed.

A little over a month after we got the bed, I got a phone call from Wells Fargo Financial wondering why we hadn't paid our bill. I had never received a bill or any correspondence on the financing of the bill and it turns out it was because they had the wrong address for me. I paid the Wells Fargo representative the past-due amount. I checked the copy of the credit application and I had clearly written the correct address. My thought was that maybe Wells Fargo messed up--not so!

Another month later and I received a phone call from GE Money Bank and they want to know why I haven't paid their bill. See, they had been sending my bill to the incorrect address as well when they should have never been sending me a bill in the first place. But per GE's records, I financed a $5300 bed though them. I have checked the paperwork, it clearly states I purchased the bed and financed it through Wells Fargo and am correctly paying for it though them. GE is helping me dispute the charges.

With all of my financial paperwork, I went to the Ashley store where I purchased the bed. I told a manager what had happened and that the entire purchase was filled with issues. He told me I had to wait in line for Karen, the office manager. After I had waited an hour in line for Karen, Greg, after helping three other people in line behind me decides to copy my paperwork for Karen. He assures me that they will fix it and to call Karen on Monday. I called Karen on Tuesday. While she is nice enough, she is not done investigating it and needs more time and will call me back when she gets it done.

It has now been two weeks later and Ashley Furniture has not fixed the error with GE Money Bank.

I want the financing to GE Money Bank reversed immediately. I want Ashley to make sure my credit has not been harmed by wrongly financing this one purchase twice and giving the finance companies the wrong address causing late pays. I want a sincere apology for the entire mess.

I called before August and they sent out a man to take pictures of the cushions on the sofa. Since then, I haven't heard anything from them. I called again today and Virginia was not there and I was unable to make a complaint to her. Virginia and I have spoken before but she keeps trying to put me off. The sofa needs to be replaced because of its condition. Someone needs to get on the ball and get something done, now.

Upon getting out of the hospital, I called The Ashleys store in Delmar to tell them I had to stop my layaway and would have to purchase it later due to finances. The manager told me that in their contract, if you close a layaway, you forfeit your money. I asked why this wasn't explained to me when I made it and she said that that's their policy. I explained to her that their computers were down so I didn't get the actual contract. I even asked if I could just get a store credit and she said no. But since the computers were offline, she would take 5% off of my down payment. I'm really pissed off after this because even she knew their computers were down and I guess she realized she had to do a little something. But I want all of my down payment. What are you doing with peoples money? You are thieves - you are stealing peoples money.

I'm taking this a step further and getting a lawyer. I work hard for my money; I don't steal others money.

Five technicians have come to repair it. I have suggested Ashleys to replace the item but they keep sending technicians to fix a problem that can't be fixed. I'm on the sixth tech. Now signed, I'm fed up. I have to go to court, I guess.

I do have that in my living room set. I explained to the agent I wasn't offered that on my bedroom set. Her reply was, "you do it at the time of the sale". But I wasn't offered this, I said. Now here goes the couch, they will do whatever it takes to fix this because I bought the insurance. Having the bedroom set for 4 months, shouldn't there be some warranty? I did get it replaced but still. I was considering to buy another bedroom set, but now I am seriously thinking maybe to look somewhere else.

They both returned to Ashley's to see about exchanging the bed, they were told flat out no. The guy who actually sold them the bed (Jim) was very apologetic and said he understood the issue and offered to speak to his manager. She came out and was very rude to them, and told them no, they could not exchange or return it; no exceptions. We called later to speak to her supervisor and was denied the information, and then hang up on. I'm hoping that someone can understand that this is a 92-year old woman who has a limited income and cant afford to just write off a $800 bed.

I'm trusting that someone can rectify the situation. The bed was slept on for 2 nights, not like it was used for 2 or 3 weeks. I just read the list of complaints on the consumer complaints website. Wow, how is this business even open still? Why is customer service not your #1 priority? I guess you could just add me to the list of other people not satisfied with the service your business is providing, or you could do something about it. My Grandpa Joe can be reached at ** if you would call him and please try to fix this problem ASAP!

In June 2011, we found ourselves in need of some dining chairs. So what do we do? We go to Ashley to cash in our $200 and get our chairs. At Ashley, we were informed that the deposit could only be used for a purchase equal to the original purchase of $2032.00. This was a complete and utter surprise to us. That was definitely a new development that was not told to us before. The store personnel were not willing to let us use our deposit for any other purchases, they would not budge.

Please all of you, log in to www.bbb.org and file a complaint with Better Business bureau. It takes less than five minutes to file the complaint and they will start addressing your complaint right away. File your complaint against both Ashley Furniture and Montage Furniture (warranty company). This will also reduce their BBB rating and BBB can take action against them it they are genuine issues reported to them.

It is better than putting your complaint here on this forum.

The cushion where I sit started decompressing after just a few months as well. When the tech came out, he said he could get me some extra pillows and some "back Up" seat cushions for "forty dollars." I had to make the check out to the tech "personally" and not the store. I thought that was strange. Well, that was June and it is almost August and I have had no calls or delivery. My check was cashed the very next day after it was written. When I called a few weeks ago regarding this, the manager was condenscending to me and said they were on back order, and the techs cell phone number does not take voicemail messages. I said that this looked like theft, since no one called or delivered, and the check had to be written out to the tech's personal name. The manager said, " the tech was nice to you and invited you to his church." Yes, he was nice as he took my money but would not return phone calls on his cell. I am not happy with the quality, even though the style is beautiful.

I am a single mother and feel I was taken advantage of...they could at least call and give me a status, they should have done this from the beginning when it was supposedly "back ordered." I have a copy of my check from bank and will file a police report if they continue to delay without calling me. I regret doing business with them and what I want is new, good quality furniture that I paid for. This tech has my bank account number, address, phone number, etc. This looks shady to me. The check should have been made out to "Life Style" furniture in the first place. I am too trusting of people. Thank you for your time...first time I have ever purchased anything and had to file a complaint. I am very upset. $1,400.00 dollars does not come to me easily and I paid it in full at time of purchase.

I received my delivery today from your company, and was quite unhappy with the delivery men. They left a mess on the lawn and in the apartment, and weren't very friendly.

When I talked to customer service, I was told the item could be returned to the warehouse; disassembled, redelivered and reassembled. This would cost me an additional $150; which is outrageous, since I just spent almost $4000 with your company. When I asked if I could return it, they stated I would be charged a 30 percent restocking fee.

I truly believe that either way I lose; after having to deal with uncooperative delivery men, I feel they could have been able to get the sofa up the one flight of stairs. Now I am being inconvenienced with both my time and additional fees.

Upon examining all my new furniture, I have already found 2 flaws; one on my headboard (which is dented & cracked on top), and one on the loveseat cushion (which has a scratch mark in the leather)-- indications of how horrible the delivery men were.

Please, give advice. I truly do want the sofa, but feel it is unfair to charge me an additional $150.

Every time I try to call customer service back, the phone doesn't ring and then I get disconnected. The phone number you said to call which is 516-941-2665 is NOT working. Please give advice-- this is getting pretty ridiculous.

It is now July 26, 2011, and I am STILL waiting for the technician to visit, to check the furniture. I have a scheduled appointment for August 20th (even though my furniture was delivered June 3rd).

In addition, I have attempted to call back someone at the Ashley Furniture Home Store to assist me with disassembly service. They told me I must come in to the store. I do not LIVE in the area of the store any longer, and as a physician, I don't have the extra time.

When I spoke with the representative to do the disassembly service, I was told they only deliver on Wednesdays.

Are they serious?

How is a customer supposed to be home from work on a random weekday of a work week?

After processing the paperwork, I asked the salesman when to expect delivery. It was at that time that he told me that the furniture would be delivered to the warehouse on or around the 16th of July. Needless to say, I was upset and disappointed, and to add insults to injuries, I realized that all the furniture is on B/O. I asked to have the invoice cancelled and my money returned to me, and was told that they do not refund money and that I would have to pay 33% restocking fee if I wanted to cancel.

I am 71 years old and my wife is 64. We are moving in a new home with no furniture. What are we supposed to do while they order the furniture, which I had on lay away.

I believe this action was very deceptive. I should have been told the policy of the store when purchases are made and let me have the option to go somewhere else or wait. I sincerely believe that it should be my decision. I was well within my right to recession period to change my mind on the contract or is that not a law anymore.

I have been waiting six weeks for my furniture. Another thing I don't understand is that when one puts something on lay away, shouldn't that merchandise be available before the consumer can put it on lay away. I purchased merchandise on lay away from Sears, Kmart, and Walmart all the time and as soon as I make final payment, the merchandise is available to me. I spent over $8,000.00 at Ashley's.

I have written to Ashley's twice and they have ignored me. I expressed my desire to cancel the invoice to them and to BBB.

On my second time, I called in and requested a service request form to fill out; I got one e-mailed to me, filled it out, and the next day, aired it to them since they like to claim that they don't receive the information I send them. This time, it was for bodily fluids and food and beverage stains. The food and beverage stains were denied because they said that I had reported that same stain back in March and that order was never completed. Okay, so you would think that the claim that I am trying to report would be filed under March; and the new claim covers for what I'm filing for in June, right? Wrong! Had I known that we had an unfinished claim in March, I would've fulfilled that because I needed my damn sectional cleaned.

So, I asked for a manager, got some chick named Kendshe, with a terrible customer service by the way, and she left me on-hold for so long. I had to call on my husband's phone to get someone else to talk to me. She didn't sound too apologetic either about making me wait for so long; and then, she never provided her extension number. I asked for her manager, and she sent me to Nick (ext.# **). Don't waste your time talking to these two idiots. If they say you're being transferred to them, hang up and call back. I'm sure they all are idiots, but those two are not worth your time. Anyway, Nick was somewhat of little assistance. He told me things that I never knew -- like I'm responsible for calling in, and getting a service request number to use when I call in to inquire about the status on my service request order.

But, he also said that the service request number was not too important because they can look up my account with my phone number, too. Okay, if it's not important, why ask for it at all? How the hell is anyone to know that, when no one ever provided that information in the beginning? But every time you call, you're being asked for it. Then he told me that my request back in March stays active until it is completed. Then I asked him, "Isn't the cleaning tech supposed to report that the furniture has been cleaned in order for my request to be completed?" He says, "Yes." Do you see where he ** up at twice? Then he tells me that the customer service reps who answer first are not allowed to give out information about a pre-existing order request. ** **! It's my account. I deserve the right or option to continue an existing request, and/or cancel it and make a new one.

I then asked him, "How come when someone calls in to make a new request, the old one is not cancelled?" He didn't have an answer to that, like they do everyone else; he just kept trying to get off the topic and kept repeating their sorry ** policy. Well, it doesn't state that in their policy, so why is there no answer? Because it's a load of crap, that's why! So now, I'm at my wit's end with this idiot; and I request an address, phone number, e-mail address and name of his boss and or corporate. He tries to give me the address that I sent the service request form to. Oh no, buddy, I have that useless piece of trash already. So then he starts saying a number, I had to ask whose number is it. He tells me a corporate liaison. Okay, well, does this liaison have a first and last name or what?

He never answered that question. He just kept repeating that it's a corporate liaison and someone will call me back. I specifically told him I did not want to speak to an answering machine because when I called their office my so-called 'account manager' named Lisa (ext. **) never returns my calls, even before this situation escalated to this extent. So, therefore, I do not wish to speak to a machine; I need a person. I still got nowhere with him; so I ended the call. In the end, all I got was my two cushions cleaned. I am highly pissed with this company.

And then the cherry-on-the-top is, in order to receive a refund of 10% or $50 for the warranty (when I paid more than that for it), I have to call Ashley furniture and tell them I want to cancel the plan; and all they are gonna do is call Guardsman and tell them that I want to cancel and work out some kind of amount amongst themselves to give me -- when the middle man (Ashley furniture) can just be cut out; and Guardsman and I can hash out a full refund. Does that make sense to anyone else but me? I will never, ever, ever, ever, ever, ever, ever, ever, ever buy another thing from them or Ashley furniture. They can all suck it, as far as I'm concerned.

Today, I called her and she said they will not do anything. That is not right. She said, they had no other complaints about the red sofas they sold. I do not believe that mine is the only one that has the problem. I am a 75-year old widow and I believe in truth and doing what is right. Thanks for being there for people like me. Stains on many of my items of clothing, it is on my shoes, even on the toilet seat and it won't come off of these items.

In May 2011, we noticed that the mattress had 2 permanent 3/4" indention where we sleep. I weight 106 lbs and my husband weight 175lbs. We called Ashley and they sent a bed tech here to measure the indention. He agreed it was exactly 3/4" deep on both sides. He indicated that the indention would have to be 1 1/2" deep before they would take the bed back and replace it.

At any rate, we contacted Sealy and they said that we are stuck with the mattress that should have lasted 10 years but it only lasted 6 months. Should the retailer be required to state that the mattress will form a permanent 3/4" indention in the area that you sleep on within the first 6 months of ownership and that the indention will increase in depth until it reaches as much as 1 1/2" deep. Should they not be required to inform the consumers of this fact before they sell the mattress to the public?

They said they would not take the bed back until the indention is 1 1/2" deep. I am sure you sleep on a bed and understand that you cannot sleep in a hole all night and wake up without a severe backache. I've been told by the retailer and the manufacturer that I have no recourse. I paid close to $2,000 for a mattress that is defective.

Do I have any recourse through you? I looked up all of the complaints for this store, their lack of acceptable customer server for defective products they sell and I looked up the Sealy complains and there are at least 30 complaints about this mattress specifically.

Within just a couple of months, they are wearing down and getting these defects in the "leather". We have talked to the company and corporate, and they will do nothing for us. They said that we had a one-year manufacturer's defect warranty but that they would never honor that and kept referring us to their third-party warranty center.

The store salesman would recommend that we "lied" to the warranty company and told them that it was accidental so that they would cover the cushions and the store would get out of replacing them. But the problem is that every time they would replace the cushions, they would put the same manufacturer made cushions back on; and within a couple of months, they would be ripping again!

We spent $2,000 on this table and feel completely ripped off and have seen many complaints about Ashley Furniture on the web and under their online store reviews. We are a family of 7 and cannot afford to go out and purchase another table! The corporate office is very rude and would not help us in the slightest way. They pretty much said tough luck!

We do not have the money to hire a lawyer, and even if we did, it would cost us more than the table is worth! We feel completely taken advantage of and will never shop at Ashley's again and will tell everyone we know that they do not back up their products and that their products are the worst quality on the market despite the initial look of the furniture in the store! There are so many complaints about this company online that something has to be done to make the buyers beware!

I’m totally dissatisfied with their customer service. The salesperson lied at the time of purchase when we were told that if any problems occurred during warranty period, that item would be replaced. This company cares nothing about the consumer once they have your money.

When we purchased the couch, the salesman said that we had a one year warranty and if anything went wrong with the couch they would take care of it. Now they are telling me that I had to buy a warranty contract. I told them that I specifically asked the salesman more than once if the warranty was for anything that was not our fault and he assured me we were covered for one year. He told me that he is no longer working for the company, which should have nothing to do with the fact that he was a representative of Ashley at the time of the sale. I asked for the manufacturer's phone number which turned out to be Ashley. When I called them they said they can't do anything and they would have to call the manager of the store and he would look into it and call me back. That was over a month ago and we still have not heard a word from them. I am just getting a run around from them, is there anything we can do? My husband and I both have back problems and sitting on a couch where we end up slouching over to one side is hurting our backs. We paid $1500.00 for both the couch and loveseat and if we have to purchase a new couch we will be out the $1500.00

Well, we soon learned that is a complete joke. When we were sofa shopping we were torn between a leather and microfiber couch. Our salesman, (I can't remember his name, but I have an invoice #**) recommended we lean towards the microfiber because we mentioned we have pets and a toddler. He also said if we purchase the protection service Ashley Furniture will come clean our furniture anytime we call. His exact words were, "I myself have this protection package and I also have children. We all know how they can spill things on the furniture. I personally use the service all the time whenever my kids spill things on the furniture."

Because of that very statement, I decided to purchase the protection package. I should have known it was too good to be true because that is not how the protection service works. I called them one time about 6 months ago to come clean a few spots on my sofa from my son accidentally spilling juice, milk, etc. I called the customer service # and they wanted to know the exact location of the stain and how it got there. The appointment was set and someone came out.

I never called them again until a few weeks ago. I called the customer service # and said I would like to schedule a time for them to come clean a few spots on the couches my son and his friends accidentally made. I had a few spots on the seats and arm rest from juice/milk/Popsicle. The customer service rep proceeded to tell me those stains are not covered because they weren't accidents. I was confused that such a thing would be said. She was basically saying because a child made the stains they were not considered an accident.

After arguing with her on the phone for 20 minutes she agreed to send a cleaning technician out. He arrived and said he was not allowed to remove any stains because they were "overlapping" whatever that is supposed to mean. He then proceeded to say if the stains were on the headrest or something he can remove them. That sounds ridiculous to me because they can now only remove stains in certain locations? I walked into the other room to chase my son and when I came back into the living room he was gone.

I then received a phone call from a manager at customer service and I explained what happened and she said there was nothing they can do for me; the technician would not be allowed to remove any stains on my sofa. I then said okay I would like my money returned to me for the protection plan because clearly they don't want to honor it.

After she said no. The final time I said I would be contacting consumer affairs. I just received another phone call 10 minutes ago from the same customer service rep. I asked why she was calling and she said I wanted to let you know we have pictures of your sofa inside of your home for our file. I never gave anyone permission to take a picture of anything inside of my home. That is an invasion of privacy. The technician took pictures of my personal property without my permission. All I was asking for is my money back but now I am extremely mad because my privacy was invaded.

We started our layaway with $1000 deposit. A month later, we had not sold our home and we had to cancel our contract with the builder. We contacted Ashley to let them know and update them and asked if we could get a refund and if not we could use the money towards a purchase in their store. They informed us of a 30% "restocking" fee that they charge for not fulfilling our layaway and I explained again what we told our salesman, come to find out, he had just started there the week we went in. Great.

I asked for a little mercy and told the representative that we would be more than happy to purchase something in their store and pay the difference after applying our $1000 deposit and also told them what we were told, that they would work with us if the contract fell through and the answer was no, no, no.

So this store would rather keep our $1000 as a fee than sell their consumers a piece of furniture with our money. They are at no loss here. They don't hold or order any furniture until final payment is made. They are crooked and are thieves and we will never step foot in that store again to spend a dime. With our next home, another store will have the advantage of a great paying customer who will spend about $10k on furniture. I have called around to the competitor stores and no other store has this policy and they all say that they would never do that to their customers. This is not good business and loss of yet another customer because you can't give us our hard earned money back or some sort of store credit.

By day 7, I was nervous that I have not heard from Ashley Furniture so I decided to go down and find out when they think it might come. I spoke to Eric again who looked at me surprised. They checked the computer and saw nothing. They did not know. He then got Sean *** involved and both checked the computer and said who told me 8-10 days. I told him Eric when I signed the papers. They proceeded to say that "Oh, we only do that for Beautyrest or Simmon mattresses but I got an Ashley furniture mattress and that takes longer." I told them why didn't they tell me that at the time.

I already was upset to wait 8-10 days now how long will it take. I was then told by Sean that I would have it on 12/6/10. I said fine and I left. I waited until about 12/3/10 and decided to go down again to Ashley to make sure it was still on schedule for delivery for 12/6/10. I spoke with Eric who looked at me and said didn't the manager call you? I told him no one called me. I am there to make sure it is still coming. He now told me I needed to talk to Sean about this. It still was not showing delivery.

I am very upset and told them I wanted my money back and was going elsewhere. He told me "You'll have it I promise for sure this week." I told him, "Are you sure about this I will have it?" He said yes. I said, "We will see. You have made promises before, I still have nothing." Eric and Sean both promised delivery by 12/10/10. On 12/9/10, I decided to go once again down to Ashley Furniture to talk to Sean. By this time, everyone knows me when I come in the door. I asked to speak to Sean because I still have no call about delivery day and time. He tried checking the computer and said he would email the warehouse and find out. I was so upset I insisted I wanted my money back because I was promised three different times by both Sean and Eric on delivery and I still do not have the mattress. I told him I was going somewhere else. I was tired of being lied to and they did not follow through with their promise.

Sean canceled the order in the computer and told me that I will have the money back on my card. I told him I wanted a receipt. He said his computer could not print one. I then told him to write me one out. Sean wrote me a receipt on 12/9/10 stating that I canceled the agreement and I would be refunded my money. As of 12/28/,1I i still have not received my money back from Ashley furniture for the money I put down on my debit card. Every time I call and talk to Sean, he tells me that first that it will go on my card. Then he tells me they have to send a check out to me. He told me the check was sent out for sure.

On 12/18/10 Sean left a message on my answer machine to call him. I called Sean on 12/20/10 and said I still don't have my money back. He asked if I still wanted the mattress because it came in to their store. I claimed I did not and went elsewhere and also was being billed by RAC Acceptance for the mattress that I never received. He told me to ignore the bill and for sure the check was mailed. I told him I am so upset about the whole thing and that as a consumer I should not have been treated this way. I stated I put a complaint into the Better Business Bureau and if I don't get my money back, I will have to pursue it further. He said okay.

It appears that the furniture was made in some third world country which could be why it was defective. We also had warranty sold to us for montage. Montage stated that the rips and tears are not accidental and that they have occurred because of defective merchandise. Ashley will not fix the problem and they do not care about their customers. Ashley is willing to lose customers for a sofa and loveseat. Ashley is a lousy furniture store that deceives and abandons its customers.

Problem #1: We were peeved, but decided to let that go. Little did we know that this would be the first in a long set of problems with Ashley. We purchased the furniture in late August and were promised that the furniture would be delivered that next week. Problem #2: It never showed up and no one called to let us know that it wasn't coming. So we called them and they said they didn't have anything on their records indicating that was the date that it was supposed to be delivered. Since we were flying back home to Oregon, we arranged for a neighbor to let them in on the next delivery date on September 15. When we arrived back in Arizona the day after Thanksgiving, we were excited to see our new furniture. However, the accessory set was not delivered, the rug was not the rug we ordered and one of the end tables was broken (we turned it over to see what was wrong, you had tried to screw in the legs and stripped the holes in the particle board which by the way they told us was solid wood).

Since they stripped the holes, they screwed the legs in a few inches over. So the end table leans. Did they think we would not notice? November 27, I called the store. They said they could not do anything about it and we had to call customer service. So I said that the store is where I purchased the furniture I ought to be able to talk to someone there and asked for the manager. They kept me on hold for 10 minutes. So I hung up and called back. Then they said they would have the manager call me back. They never did. I waited several hours then called again. Again on hold for 10 minutes and they would have the manager call me. Guess what? No call. On November 28, I called again and asked for the manager. They asked what it was regarding, I went through the whole thing again. Then I was put on hold another 15 minutes. Finally, I hung up and called back. They said the manager was not available again and they would call me back. I was growing increasingly angry.

So I called back and demanded to talk to a manager now and to not be put on hold. They put the phone down and I waited and waited, then finally some young girl came on the phone and apologized, saying the manager was with a customer and would return my call. I asked for the name of the manager, they said Rosa. So I waited for Rosa's call. She didn't return my call. On November 29, I called again. This time, I asked for Rosa and she actually called me back. I told her the story and said I was ready to bring the broken table down to the store and showing the shoddy work to every potential customer and telling them my story. At this point, I didn't hold anything back in expressing my extreme frustration. After listening, she asked what store I had purchased the furniture from, I said the Mesa store on Southern.

She said that I was calling the wrong store (Chandler) not Mesa. I thought that was odd at the time because I was sure I had been calling the number off the original business card that the sales associate who sold us the furniture gave us (Tami). Since I wasn't near my paperwork with the business card at hand, I said "Oh sorry about that". When I got home, I looked at the number on the business card (for the Mesa Store) and then looked on my cell phone to make sure that was the number I called (480) 222-4663. Guess what? They matched! Rose (the manager) had lied. As a side note, I find it hilarious that Tami who gave us her card at the time of the original sale said to call her if we have any problems. However, later she said, sorry they could not do anything at the store but we had to call customer service.

So altogether, I have spoken to 10 different people. Here is the list of people I spoke to: Bray, Derek, Keith, Leslie, Ashley, Anita, Renee, Tami, Melissa and Rosa. All sending me from one to another, making me wait on the phone for 10-15 minutes at a time and giving me the total runaround. Can you believe that! November 30, finally I decided to try and call the customer service. A similar story, lots of time on hold (it seems like they would have a listing of this in their computer so you wouldn't have to explain everything over and over again). Finally, I got someone who listened and was more helpful (Leslie). She said she would try really hard to work with the store to take care of our problems. The next day, I got a call from the store and they said I would need to come in and pick up the accessory kit (yay, we are making headway!) and that I needed to come down to show them which rug I had ordered so they could get me the correct one.

So I went down to the store and waited about 20 minutes. Because they told me I had to work with a sales associate, I found the rug I had originally ordered and she was busy with a customer. She took the numbers down, I checked this time what she had written and I wrote them down as well. She said she would talk to customer service and have them deliver it to us. Next, I was sent to the back of the store where the office is and where they complete the contracts. I had to wait another 25 minutes because they said they had to locate the accessory set in the back. December 1, I called customer service back to see what about the rug and the broken end table. She said she would have to check with the store about the rug and that she would try to get a technician out. She said his week was already booked up but that she would see if they could fit us in on Friday.

December 3 (Friday), a different person from customer service called and said they weren't able to fit us in. So I said we were leaving town and needed that this week. She said they couldn't and the earliest they could fit us in was January 31. I said you have got to be kidding. Could you please check again to see if you have an earlier opening? The next date she came up with was December 24. So I opted for that and made arrangements for my neighbor to come and let them in. But I have instructed them to watch this time and make sure to get all the pertinent information. The finance company that Ashley uses (Citi) was given the incorrect address to send us bills. So I started getting bill collector calls every other day saying we were behind in our payment and that a bill had been mailed out such and such date and we had not paid and that they would turn us over to a collection agency.

This upset me, we have outstanding credit, so I talked to my husband and he didn't remember seeing a bill. So I called Citi, it turns out they were sending the bill to the wrong address. So we looked at the contract to see what we had written down. We had written it correctly. The fault again was with Ashley, they gave Citi incorrect information! In addition to all the crap with Ashley, we were force to deal with harassing bill collectors. December 17, after still thinking about my shoddy treatment, I was so angry that this was still not resolved. I decided to do some research online and discovered that each Ashley store is independently owned. So I decided to call and ask for the name and contact info for the store owner rather than trying to talk to a manager.

When asking for the owner's name and contact information, I was finally connected to a gentleman who was the most responsive and respectful yet, Dominick **. He listened then he said he needed to check into this and call me back the next morning. As usual, I had to call him. He agreed that the customer service was lacking and if it was him, he would be angry as well. He said that he could not do anything about remedying the furniture or rug problem, but he would look into some compensation for my trouble. He called me back, he said that since we had gotten such a good rate of 20% off the furniture in the first place, he couldn't really help us out much but he could give us a $200 store discount. I said that we didn't get 20% off of anything but one chair from the dining room set. He said he was sorry, but that was all he was authorized to do. Then next, he said that problems happen from time to time and nobody's perfect, which I understand completely.

But this wasn't just one problem as you can see from my long letter. There was a whole string of problems equaling deplorable service. Put yourself in my place if you would have received this treatment, I am sure you would be incensed. I'd like to hear from you soon about what you will do to remedy this situation and about what compensation you will offer me for the extreme amount of stress this has caused for me. I am also contacting the following people from corporate headquarters (Hoovers) and will continue to pursue this until I find satisfaction: Chairman, Ronald **; Vice Chairman Charles **; President and CEO Todd Wanek

As we walked out in the driveway, they informed me that there was a problem with my bed. They said there was only a frame and my headboard has slits in for bed rails. I said yes, I know but they told me in the store that I could attach the frame to the headboard. They told me first of all that they didn't have any tools and second they couldn't do it. They called their warehouse manager and he told them that it would not work to do that. I asked them to get their store manager on the phone. Now let me say, at this point, the deliverymen have spent between 15-20 minutes on hold. I got out my cell phone and called the store. I was put on hold as well.

Finally, the store manager answers and tells me she will call the factory and ask if the headboard can be attached to a bed frame. They told her no and if they tried to do it, it would void any warranty. I told her that I was sending the furniture back and would accept a refund in 2 days. She informed me that I would not receive a refund. She also told me that my sales contract stated that. I told her their salesperson lied to me by telling me this would work. She said that she would deal with that but I would not get a refund. I told her at that point yes, I would get a refund because they misrepresented the sale to me. I also told her that at that time, we could. It is the easy way or the hard way but I would get a refund. I called her supervisor in Lubbock, Texas and I was of course put on hold. I was told that he was in a meeting with the owner. I said better yet let me talk to him. I was told that he didn't take phone calls.

A man did call me back and all he would say to me was "nothing is wrong with your furniture". He never would give me a yes or no answer about a refund. He finally said he needed to talk to the people in the Amarillo store. A little later after I sent the truck on its way, the manager in Amarillo called me and said she had talked to their store in Lubbock, Texas because the owner has a store there and they would honor the warranty. They could attach the frame to the headboard and could she send the truck back, they would send a technician over to do this. I finally agreed but told her the furniture would just set until this was done and if I wasn't satisfied, it would go back to them. I later found out the reason she wanted to send the furniture back to me was if I had taken delivery and sent it back, she could charge me a 30% restocking fee. The deliverymen were 10 minutes out of Amarillo and she made them turn around and come back. They were coming back to Pampa a day later. That night, I got online and e-mailed their corporate offices. T

he next day, I called the corporate customer service. I was told that each store is independently owned and operated. I told the girl that I understood that. But doesn't Ashley Furniture require their stores to abide by a certain standard? All she would say was each store is independently owned and operated and she would forward my information to them. Later that day, the manager in Amarillo called to say that she was authorized to offer me a refund. I said a full refund and she said I believe so. I asked her to verify that it was a full refund and she checked and called me back and said yes. I told her I really liked the furniture and I wanted it or I never would have purchased it but because of everything that had happened. I wanted them to pick it up. Oh yes, let me add that when they brought the furniture back to me, the chest was broken and they took it back.

A couple of days later, the vice president of the company that owns the stores in my area called me. He wanted me to tell him what all had happened. He told me he would do what he could to speed up my refund. I have received my refund after my money be tied up for almost a month with nothing to show for it. The reason I am sharing this is I got online and started reading all the negative comments about Ashley Furniture stores and thought I should tell mine as well. The customer service is terrible. When you call, they put you on hold for an extended amount of time. It doesn't matter who you are calling for. I called the store in Lubbock 3 times last week to check on my refund and it took 3 days to talk to the right person and get an answer. I think the saleslady told me what I wanted to hear to make a sale.

In closing, let me just say that I did get the same furniture from my local furniture store which I normally shop at and he is an authorized Ashley dealer even though he sells other brands. He got me the same furniture for less then I paid at the Ashley Showroom advertises they sell for less because they get it direct from the factory. I will never shop at an Ashley Showroom again and I tell everyone I know and guess what most people have a similar story. The only people I dealt with at Ashley Furniture that acted any way professional were the deliverymen. They were outstanding in the way they handled the situation. Even though my situation has been resolved to my satisfaction, I had a very bad experience and should not have had to spend the amount of time I did to get the furniture back and get a refund.

I called again mid-October and was told mid-November. When November rolled around and we were told the bed might be ready by the end of December, my husband and I decided to get a refund. It took almost two full months for us to get our money back. We were told that the refund had to be approved by the corporate office in Huntsville, AL before it would be processed and that we could expect a full refund in 1-2 weeks. We made the refund request in person at the location we purchased the bed.

After two weeks we called and were told there was no record of our request on file. We called the number we were given in Huntsville and were told the refund request did not exist but that they would process it that week. We went back to the store November 26th and were shown by the store manager, Russell, that the refund request had been approved. He told us that the refund was processed but that he could not give us printed confirmation of the transaction. Russell was much more interested in getting back to a football game than he was in helping us get our money back. He said he would email a confirmation but never did.

After two more weeks of waiting for the refund credit to show on my credit card my husband again went to the Ashley store where he was told that the refund was never processed. Apparently, the approval for the refund had been approved by the corporate office, but the store never applied the credit. They did not apologize for the trouble or anything else. This is a terrible way to do business and I want to warn everyone not to shop at Ashley furniture. They will take your money, never deliver the furniture you bought and you'll be lucky to get your money back. We paid $1000.00 in full for a bed that we never received and we’re out that amount of money with nothing to show for it for half a year.

I received a call from Ashley, who told me they will pick it up for a $45.00 fee and then gave me an estimate of how much it will cost me to repair it, as it is out of the full warranty. I feel this may have been like this since we purchased the furniture. I also feel that Harold is rude on the phone to customers. I don't feel this should cost me anything to repair if their certified technician thinks it is a flaw in their product.

On Wed, Nov 24, 2010, my wife called the store and asked about the delivery. She was told that it would be delivered within the 8-week period, which is up tomorrow Dec 2, 2010. Last Fri, Nov 26, 2010, the owner closed the doors due to shipping difficulties. I heard about the closing at KAUZ-TV that the store was closed. I would like to know what corporate is going to do to resolve this issue.

I have done numerous things to the bedroom that this set is going into including removing the old furniture to replace the carpet. I am presently sleeping on the floor on mattress and box springs. This is very difficult to deal with considering my age and time of year. Please respond as soon as possible.

This company should be sued, and put out of business. This place is rude, don't know their business and their furniture is of poor quality. We as customers should try not ever going to Ashley's anywhere again. I will get my entire amount I paid for the book case.

This was our first new furniture since the early ‘80s and it is ruined and looks like **. Because of the size of the couch and the reclining sides, I can't even get a slip cover for it. I have a comforter over my husband's chair. Now I see that the seat of his chair is flaking, too! A good friend of mine, whom I met after all this happened, has the same couch with problems also. Her stitching is coming apart. I would not suggest buying anything from Ashley Furniture. When I am able to get new furniture (when, I don't know!), I will be getting it second hand from Craigslist. Nothing new for me ever again. The Ashley Furniture Stores need to be out of business for good!

Never recommend anyone to buy furniture from Ashley. They call themselves number one in USA, they need to change to worst in USA.

The store contacted their customer support and set up a replacement. We received word in Aug/2009, as we dealt with several managers namely Shusila, Michelle and Karin, that our choice was approved and the furniture will be delivered. Over a period of about 6 months, we had 3 deliveries that came damaged. We asked Beebee from customer support for the furniture to be checked before the next delivery but that never happened. We made countless phone calls, that were never returned since we usually only speak to them if they were in the office, to set up a new delivery. Beebee has called us a few times to set us up, but because of my illness, we had problems setting up delivery. I have cancer and renal failure and due to these issues, I have chemo, radiation and dialysis.

They stopped returning our calls. We lost touch for about 5 months due to my treatment schedule. So I was unable to be as diligent as I was before in expediting the problem therefore, nothing was done. They said letters were sent but I never got any letters. In July of 2010 I got a break in treatment and I went into the store to try and get this settled. The in store manager said we'd need an ok from customer care before we could reselect. At that time managers Karin and Michelle from customer support promised to work on getting corporate approval. For 3 months, we have called 2 or 3 times a week trying to get answers and another manager, Yolanda, also got involved but we still got no answers.

Finally in Sept we found out Yolanda was no longer there but spoke with Michelle and she said that she'd help. For a week no one contacted us so we called in and finally Michelle said go into the store and reselect since corporate has given the OK. She also insisted we do it within the next 2 weeks. We informed her we didn't want a reselect and to just set us up for delivery again for the furniture we've been waiting for since Aug/09. Michelle said that that order has expired and we had to repeat the reselect process. On Oct 5th, we went to reselect but then we were told the price has increased by $1000. We refused to pay the difference and told the store manager to call Karin in customer support.

She wasn't there so we spoke with Wade. He promised Karin or Michelle would call me back by noon on 10/6/10. They didn't, so at 3:10 I called and spoke with Michelle. Michelle had no answers about the price difference and said she'd call back by 8p with answers. She didn't call so I called again on 10/7/10. I was told by Wade neither Michelle or Karin were in but I could talk to Karin tomorrow. I insisted to speak with Karin and Michelle's boss but Wade claimed he didn't know who that was and that I'd have to ask them. I asked for a corporate contact and he said there wasn't one so I decided to call back. On 10/8, I called but Karin's not in.

We have tried calling, speaking to managers, emails, letters and every avenue known to us but we can't get anyone to help us. We made it clear to them if they wanted more money we wouldn't pay it because it wasn't our fault that our original furniture has a manufacturer's defect and that we have reselected a year ago when there wasn't a price change, so if the price changed now its not our fault. They were the ones who held up the process delivering damaged merchandise.

The music in the store (if you can call it music) is enough to drive customers away. Why not something soothing and nice. Your music evidently was selected by some dim witted slope head without a clue as to what customers would like to hear to make their shopping experience enjoyable. Of course this complaint will never be acted upon because the management must be of the same mentality or they would not broadcast this type "crap" all over the store.

When we tested the audio, it did not work. I called to make complaint and they told me they would send a tech out to fix it. One week later a tech comes out and tells us he does not know anything about electronics, wasn't even familiar with an iPod. He told us he was there simply to confirm it was broken. He orders new part and states it will be 2 weeks before it will be delivered. We made some calls to CSM and they were able to 2 day expedite the order but not without many phone calls and messages.

When new part arrives it does not work either. This new tech states that he does not think ac adapter provides sufficient power to charge iPod. He suggested we go to radio shack and purchase ourselves a different ac adapter. When that option was refused he told us he would place the order for a new part but it will probably not work either. Frustrated, I began calling CSM managers, their supervisor and the store manager. Of course, we never got them personally. We left messages and have not received a call back. We don't even know if we are going to receive a new part.

Now, 4 days of work have had to be missed to wait on their people for no resolution! We did finally receive the other furniture set and upon inspection the bookshelf is damaged. Now we are looking at a couple of weeks, maybe, to get new part. The customer service has been a nightmare. They have made no effort to even take an additional percentage off for all the problems and the fact that the bed is still defective. Of course they offer no returns. We are not even sure what other recourse we have. Please buyer be ware, Do not purchase anything from Ashley Furniture!

I have no bed to sleep on and I have no space in my room to move the mattress and sleep on that. They don't care as long as they get your money. I paid $1700 for junk bed. It's no good; please everyone don't shop at Ashley's.

I called the Jersey office that told to me to be the headquarters for the New Rochelle store. I called and spoke to Isella who was no help. I asked her if I could speak to the manager and she told me that he isn't available and I asked her to give him my cell number to call. He called my house. I don't understand it; I stressed to her that I wasn't going to be home. I called after and left messages for Rob, that's his name, to call and I haven't had no call back as yet. I don't understand how they treat their customers and I think that they shouldn't be in business.

My aunt just ordered her bed set from them about a month ago and they delivered half of the bed and broke the marble for her bedroom set. She had to sleep on the mattress on the floor because they didn't deliver all the items that they were supposed to. She had to go on and make a complaint and let them know that she's missing a lot of items from her order and they told her that they don't have it in stock at the moment. She paid cash for everything. They told her that if she didn't pay cash for everything, they wouldn't deliver. So listen everyone, please don't order from them. You will regret that you did.

In the end of February, I suddenly lost my husband after 35 years, and had to make some serious life changing decisions very quickly. I had to move to a smaller apartment, and decided to use the little bit of money from insurance, to buy new very needed furniture, to replace some really old things. On April 1, I went to Ashley furniture in Patchogue, NY, and spent a little over $5,700.00 on all new furniture, and gave them a $3,000.00 deposit. I told them I was looking to move June 1st. The sales man told myself and 3 friends, that the wall unit may be delayed a week or two, after shipment. They also noted on the receipt. I went back on the 3rd and gave them a check for the remaining balance. At that time, I told them I pushed the move day back to June 18th, and set the delivery to June 20th. They told me that was good, that now the wall unit could be delivered with the rest.

On June 3rd , I called the store and spoke to Tina to make sure all the furniture was in, and to note a change in address for delivery. She and I went line by line of my order, and she told me everything was in, except for the wall unit. She then asked me to hold while she checked with her manager about the wall unit. She came back on the line and said a weekly report is run. If the wall unit is at risk, she will call me at least a week ahead of time. I said please do, if it is going to take a long time, I would rather cancel and purchase something else. Today, I called the store, since I never heard back, just to make sure it was in. They looked up my order and just said, we will have someone call you from the warehouse. The warehouse person called me a few minutes later, and said sorry most of your order is not in. "Most".

I had donated all of my furniture to various charity groups over the last few weeks, and only held onto my sofas and few items. I said this can't be. Tina said everything was in last week, how can it not be in this week? They had a manager from the store call me back. and he said only the mattress and box spring were in. and the bedroom mirror. They would deliver the rest when it comes in, but they could not provide me with a date. When I asked when that would be, they said next week, except for the wall unit, which would be in by August. I told him this won't do, for I need furniture to sleep on this weekend. They told me I can sleep on the mattress on the floor for now. They will do their best effort to get the rest next week. I asked for my money back, and was told it would be 10 days to 2 weeks to issue a check, and there is a 30% charge to cancel the order. 30% of $5,700,00! He just kept saying, read, your contract delivery date is an estimate. Can they get away with this? Is this all legal? Am I at their mercy, to just wait and get piece by piece? Please let me know if there is someone who can assist.

My television had been sitting on the floor for months, because I was tied to a contract that said no refund until after 8 weeks after initial order for non-delivery. I waited out the 8 weeks, still hoping to get the furniture and still have not received them, nor have my refund. I finally went out and purchased another, thinking I would have this check back in time to pay for it on my charge card, and now I am having severe financial hardship, as I am going to have to take this out of my monthly finances. I will have to start paying interest on the new purchase. The stress of this all, was compiled on top of losing my husband, have caused many sleepless nights. I just don't know what else can be done to get this refund.

I asked him if he could check again to have it delivered Saturday as promised. He said he would give me a call back and I never heard from him. I went to the warehouse on the 15th to see when it would be delivered and was told by Jessica *** that they overbooked and there was noting she could do except offer me a store credit of $100. I asked her, "Did anyone think to give me a courtesy call to let me know it would not be delivered Saturday?" Jessica apologized and once again offered the store credit. I asked for the number to the corporate office and was given xxx.xxx.xxxx.

I then called and asked to speak with the manager. I do not remember what he said his name was but his response was that he really did not have anything to do with the outlet store but he would call and see if I could have the sofa delivered on Saturday as promised and that he would call me Saturday morning. I never heard from him. On Tuesday evening, I got a call from the manager apologizing and promised to have the sofa delivered on Wednesday Aug 18th between 3-6. At 5pm, I called to find out exactly what time they would be arriving and was told by Eddie, a new employee that I was not on the list for delivery today.

I asked to speak with the manager and got the runaround. I called Ashley Furniture in California trying to reach someone who could assist me with getting my sofa and was told that they did not have anything to do with the outlet store because it was independently owned but that they would put me through the consumer affairs department which she did. A recorder came on and said the hours of operation was 8-5 and since it was after five I hung up. I then called the outlet store again to see if I could speak with the manager and got the runaround again.

Eddie called me back at 5:45 and said the delivery truck broke down. I asked to speak with the manager and once again got the runaround. I then called and left a message on the store phone for someone to return my call. I never received that call. In my final attempt to get my sofa delivered, I called the store and spoke with Caleb, he said he did not show where I was scheduled for delivery today and that the warehouse manager was gone for today. I am so very frustrated and need to take action at this point because it is very bad treatment of a customer. At this point, I need assistance.

The delivery guys don't have a drill gun on the third delivery so they didn't take the legs off and scratched the walls up, ceiling, and handrail. I've had two different companies come out to give quotes($600 for paint and drywall repair and $450 for handrail repair). The company now (Floyd) is saying that they need to have their own guy come out (which I suggested in the beginning). He doesn't know when and once again has said he will call me back (as he has said all week and never done). I have tried to speak to the district manager in regards to this (Joe C.) and he has never once returned any of my voicemails. I would never recommend Ashley furniture to anyone that I care about.

Because the delivery was complimentary (they called and offered to deliver for free since the 'warehouse was full'), they are saying that they will not come and get it. We can hardly lift this thing left alone get it in a truck to bring it back. When I told her that it was likely damaged in the delivery, she then stated, "Well, it came from the manufacturer that way then because all we do is box it and bring it to you."

Two things come to mind when she said this, (1) It's sad that they won't stand behind their product that they sold us; (2) It easily still could have been damaged when they had possession of the furniture. The gal (don't know her name but sounded middle aged) at the store (Gateway Mall, Springfield, OR location) began to get very rude, raised her voice, constantly interrupted me and was not helpful in any way! I told her that it's sad in the economy we're in that they aren't trying to have more satisfactory customer service and that I plan to tell all my friends and family about this horrible experience and to never shop there again. I ended up getting very upset with her and hung up on her. She was definitely the worst person for customer service that I have ever encountered.

I explained to her that I was not calling due to the scratches but to the light spots and stickiness of the table. She sent an email to the manufacturer to see if there were other known cases of this defect. I received a call on 7/29, stating that the manufacturing said it was caused by the customer due to the scratches. I have asked Ashely to provide in writing why they are refusing to fix this defective table.

I realize that they are scratches and I did purchase a protection plan that was supposed to cover scratches but when I tried to use it.. it was for gouges and they would not cover it. I have 3 small kids and scratches are bound to happen. However, light spots and stickiness should not. I would also like to mention that this was not a cheap kitchen set. I spent over $600. Any help would be greatly appreciated. Thank you for your time.

On this day the tech informed me that the mattress was still not in. Not only was my mattress not in but, they delivered the incorrect coffee table and end tables. I was then told I would have to call customer service and order the correct ones. When I did this, they said they didn't have the ones I was looking for in wood. I had to go online, call them back, and give exact details of the tables I ordered. This was the 1st issue. With regard to the mattress that I was promised on July 1st, I was told 2 other dates; one was the 13th and the other was the 19th. I spoke with Ashley in the customer care department and she informed me the mattress had to be re-ordered. I gave her the benefit of the doubt and said OK.

On July22, I received a call that all of my order was in and I would be receiving a call on July 23 for a July 24 delivery. On July 23, I did receive the call that delivery would be made on July 24, between 4 to 8pm. On the morning of July 24, 2010, I received a message on my phone that there was an issue with my headboard and to call back. I called the number back from 11am-4:30pm and never got an answer. I even called the logistics department and could get no help to find out what the issue was. When the delivery tech came to my home, he asked me, “Did they call you?” I said, “What is the issue?”. He said, “Oh they damaged your headboard but we have the dresser”. I said, “What about the mattress?” He said they don't have that anywhere on the order.

At this point I have exhausted my patience and of course because of the lateness of the hour, I could not call customer care. On Monday, I called the Fairfield store to find out what they planned on doing about the order. The manager was busy so he couldn't assist me. He would call back. He never called back so I had my husband to call and the manager was still busy after 3 hours. The manager called back and, at that point, was unable to satisfy the request of delivery and so I made a request to have my money returned. He said he would have to get approval from corporate and offered no compensation or reasonable solution.

Well, the next day rolled by July 27, 2010 and I made two calls to customer care and was assured someone would call me back from the status department. They never called back. Here it is July 28, 2010 and I have called five times and been told that someone would call me back. I have spoken with Kristie, and Ashley and was told the manager Angela would call me back before 5pm. It is currently 4:54pm. I requested to have my full refund on the bedroom set, as well as the mattress and coverage policy, and was told they could not do that.

I put in writing that I would like to have my money fully refunded for the amount of the bedroom set, mattress and coverage policy in the amount of $1499.00. As I was writing this request, I was on the phone with Angela in Customer Care. She stated that she will refund the amount of the mattress and I informed her that if the balance of my order was not received by next week, I wanted a full refund of the bedroom set and I want it noted in my account and she agreed. I made a formal request in writing and have done so verbally as well for purposes of filing in a small claims court if necessary.

It is now July 24, 2010 and I do not have my furniture. We have contacted Ashley's on several occasions, including talking with a man named John, who has since quit, he told us that on June 14, 2010, our furniture was in Los Angeles in a warehouse somewhere. Since then we have had promises of phone calls from several individuals, I can only assume to try to resolve the situation, however we have never received any such calls. Not from anyone. We even know people who have ordered their furniture after us and have received their furniture already. All we want is what we paid for. We feel like they have stolen our money and have no intention of giving us our furniture.

We feel that we have been taken advantage of. As we have been stolen from with no consideration for us. These people have given us run around after run around and then on top of that they want to try to keep 35% or our money for them breaking the contract. Their contract said that we would have delivery within 2 to 6 weeks of payoff.

It has been 12 weeks as of the 20th of this month. We should expect some kind of compensation for this. At the very least, we should get our furniture. That is what we paid for. If there is anyway you can help we would very much appreciate it. Please feel free to contact me or my husband with any further information you might need. Thank you.

I waited almost 4 weeks for a tech. He claimed he clearly saw the hump, it was evident mattress frame was compromised on delivery & would indicate so in the report that would be ready in a week (which was a holiday, no report was done). I spoke to Diane, customer service rep over 7-10 days. I was told it was being processed & an exchange would occur and the store in Farmingdale knew it. I went to the store and was told they were waiting for an email from customer service. I call the rest of the week and told it's being worked on.

On 7/19, I made 3 calls to contact them and was on hold 10 minutes or more each time. Finally, I get through on 7/20 & am told that nothing is wrong with mattress & there will be no exchange. The only thing they could do was send another tech. I don't know how the store, customer service, & the tech were all agreed the mattress is damaged & that an exchange was the clear resolution. It changed in 1 day.

I don't want to suffer with mattress anymore. It's not right I have to lose a day at work, wait another month for a tech from the same company to lie & say they see the problem but report otherwise.

I left a message with K & B Quality (the tech company) and no return call. I spoke with Diane and was told that this is all that Rob from the Ashley in Farmingdale is willing to do. I just want a full exchange from the king mattress for a queen mattress of the same price. They were paid. I should get a quality undamaged product. This store is individually owned; there is no reason for this red tape or run-around. No wonder they have such a series of bad reviews and to think I was shopping for living room furniture there.

At week 16th, we went again to the store, but surprisingly, the store was closed by a federal order by the Mexican government due to violations to the customers' rights, because Ashley Furniture simply did not delivered their furniture to hundreds of clients and, moreover, they continued selling for months. Thus, me, as hundreds of other clients, were deceived by Ashley. We lost our money.

She continued to direct a barrage of insults at me and ended the call by telling me to "make my payments and shut up about". They would deliver the headboard when they want. I don't have a headboard which means I am sleeping on mattress on the floor. Due to the insults, I raised my voice at work and was in tears so I was sent home without pay for the rest of the week.

I called the store and spoke to a manager, who informed me the furniture was still in California. He refused to give me a delivery date and said there would be a 30% penalty assessed if the order was canceled. I let him know about how much trouble it had been for me to rearrange my schedule to make sure I could be available the week of June 30th, 2010. He said he could offer me $50 for a week's worth of time and trouble and mentioned if I felt my time was more valuable than $50, I would have to speak to corporate office. I called corporate office they told me there was nothing he could and the rest would be delivered on July 25, 2010.

I waited another month. By now it is June 14, one month later, and they brought out my china cabinet which cost $2000.00 and it was so dirty thought I would never get the glass clean. When I did the all-glass china was chipped badly and it looked like they had shipped cats inside it--the glass was so scratched. I knew from previous experience to take a picture, email it to them and then they would call. They wanted to send someone out to just replace the glass. I said “No, I bought new so I want another.”

So let’s fast forward 2 weeks. Bought me a recliner. It is fine. Bought me another couch and I promise you the lining under it had to be stapled onto the couch by me. It divides two rooms; otherwise, we might have never known it was broken. Oh, yes, as they came through my door they scratched the back to pieces. When I showed them they got a brown marker and just left marker all over the couch! Let’s see, we have a replacement couch with chunks of wood missing on the feet and I noticed 1 and 1/2 months later that my ottoman literally has chunks of wood missing. I know this because the feet have so many bad spots like they have been beaten with a hammer.

Let us fast forward to my replacement china. The glass is horrific. It looks as though there is moisture behind the glass and scratches are everywhere! Now, they are going to come out and replace the glass. I decided today to just pursue a full refund! $9,500 is a lot of money to me and there is no way this stuff will last the year. There are literally cuts along the bottom of what they claim is leather. I am not so sure of that! I am finished. I was warned by a neighbor but it just sounded like no way! It took me calling my salesman at the store to get customer service to even return my call on Wednesday. They left it Friday night, so when I called Monday I was informed they have 72 hours to get back with me. I decided on day two no, they do not.

I have broken furniture! It is like they deliver used broken furniture and run for the door before you sit on it or clean the 2 inches of dust off the china to see it is trashed. I ask, “Is this new or used furniture?” Customer service assured me it was new! Where and who makes this stuff? I really believe I could do a better job, so for now it is on. Oh, my ottoman had so many strings sticking out everywhere so I finally clipped them. Now, all the stitching is coming out! Most horrific experience ever! Well, I know that I want my money back and they told me the store had to decide that but they probably would not. This was 3 days after they left, on Friday night, another damaged china!

I have read other stories of people having problems with Ashley furniture peeling. I think the leather is not of quality, and we, as consumers, have to pay the price for that. I would like to have another set if possible, but will it peel as well? If a store cannot provide us, consumers, with quality merchandise, then why are we charged such high price tags for poor quality? I would like to have this matter resolved by a refund or another set that will not peel. Thank you.

At no point in time was I told it was a 2 and a half months back order. I got a call after a month saying that there will be a month delay. So I asked for refund and they said you will have to pay 30% from it, which I was never told before. Beware, half of the thing they will make you sign without even letting you read. I talked to the cashier and the same salesman and another man who was a store employee and they told me they have a no refund policy and all sales are final. I was not told any of this at the store location. I am not satisfied and feel like I was deceived. I want a refund! I went through a mental torture as I was not able to call anyone to my place for 3 months as I had no furniture. Also, I had to lie on floor and watch the TV or eat on floor without dining table. I can’t do anything. Feel like deceived, cheated and helpless.

I look forward to a class action. Rude, dishonest and unethical and how sad that the staff is trained to say "I know, 75% of our furniture is delayed." Now what is worse than Ashley management is why would you take a job at a place where you were told to tell people that 75% of them would routinely be disappointed? Does that make sense or sound productive? That is what is wrong. No sense or production in our US manufacturers, drivers, and sales staff!

No damage yet, but will expect money returned with interest if it takes much longer. Sure, with the 100's of bad reviews for the same issue a class action lawsuit would not be hard to organize.

I was assisted by George ** at Ashley's furniture store. I told Mr. ** exactly the item I wanted. He printed pictures of the item I wanted. I told him that I didn't want the bar stool table because I knew that the item comes also in the bar stool counter top table type. Mr. ** informed me that I would not be purchasing the bar stool type and circled the picture where 2 chairs of different heights indicating to me that I was to receive the smaller chairs and he also informed me that they were not bar stool. He even went as far as telling me the height of the table with a measuring tape, pointed to my hip as to how low the table would be and even circled the lower chair on a printout he had made for me.

At the time of signing off on the agreement of the purchased, I once again repeatedly stated that I did not want a bar stool type table and he assured me that I would not. Rest assured on the delivery day I received item no. : D371-32, the one I specifically clearly repeatedly stated I did not want. I was not home when the delivery was made my son was. When I got home, I realized they had delivered the wrong item. I called and spoke to Mr. **, he then told me there was nothing he can do that I would have to call the main store on Carle Place. When I called Carle Place, they indicated that I would have to call the store from where I purchased the table and chairs.

When I called the Elmhurst office again, I was told I would have to speak with Matthew **. I left Matthew a message to call me. When I received a call from Mr. ** and explained to him the situation. He stated that I had signed off on the purchase. I told him that I was misinformed by his employee Mr. *, Mr. ** stated he would speak to his General Manager and that he would get back to me. A week went by and I received no call from him. I called Mr. ** leaving messages for him to call me. Mr. ** finally called me back AND stated that the General manager said that I would have to PAY a delivery charge of 15% and restocking fee of $99.00 per item.

I was appalled by this when it was not of any fault of mine. I had left messages for Mr. ** and he as of yet have not return my calls. All I want is to exchange the item to the one I initially wanted. Still waiting for Mr. ** to call me.

I wanted to take a moment and share with you my recent experience with Reclinerland. First, let me preface this by letting you know that I, myself, am a director for a retail company (different industry), and over the years, I have had my own challenges, suggestions from customers, and everything in between. I say this, so that you know that I can appreciate what it feels like to be on the opposite side of these sort of emails and also know that handling these matters professionally and with tact typically bodes a much kinder result, rather than roasting a company's management in an effort to make them "feel your pain." I plan on keeping this email as positive and as productive as possible, so as not to waste your time.

The unusual situation. Around the beginning of October 2009, my wife and I had been searching for a set of recliners, mainly because I had been rear-ended in a car accident and suffered a blown disc in my back. We found a chair that seemed to be a good fit, had everything we wanted, and had the added bonus--the chairs had heat and a massage function. It was also a name brand (Ashley Furniture) which we were glad to have found, after searching through.

We had the chairs for less than 3.5 months before we called out service. We have now had the chairs for about 6 months. Before I start walking through all of the issues that we have had, I just want to make it clear that we have not had any problems with the service technician.

When we purchased the chairs, the salesperson mistakenly sent us to the Kent Warehouse to pick up both chairs, and after we drove a truck all the way out there, we found out that there was only one chair. We had to later pick one up at the Bellevue location. (At this point, we had been to 5 different Reclinerland properties to buy 2 of the same chair.)

The entire wooden frame broke in half; chair would not fully recline or close. Batting has again given out and shifted, so that you can feel bars in your back, hips, and feet. This started at 2 months. Back massager does not work and makes very loud metal-on-metal slamming noise. If you put a lot of pressure on the back of the chair (more than just sitting against it), the noise goes away and the motor sounds normal. This started after 2-3 months. Motor problem was also happening on both chairs. Arms on each chair are bent due to cardboard frame giving out and curled around edges.

Feet cushions have deteriorated. Chair does not heat as we were told (which is why I bought the chair due to a blown disc in my back, and a degenerative nerve. Applying heat has been a helpful method.) Not only does it make an extremely loud noise now, but it also does not heat the back/rear portions as we were told. Frame on both chairs makes loud slamming noise on both chairs (did not do this originally). The foot rest does not click in every time; sometimes it has to be forced down after you get out of the chair.

To fix the problems this time, the technician had to: Put in additional batting/stuffing. Glue frame back together. Redrill/rescrew frame together. (I would guess 7-10 screws total.) Recheck rear motor/spring. Restaple the covers that had ripped out because of the frame breaking. Two separate service calls. Additional batting has been put into every section on main problem chair. Apparently the cause of this is because I chose a "soft" chair. When we purchased the chair, I specifically asked how the durability of the chair was, since it did seem like a softer chair (or puffer from what the technician called it). The sales person said that it's an Ashley Furniture piece, and that it would be fine and that they never get "Ashleys back."

I'm coming to you as an upset customer who also happens to be in quite a bit of pain at the moment, and the chair as it sits is without question, a big portion of the problem. My suggested resolution for this is just two steps: 1. that Reclinerland would send out a delivery team to retrieve the two chairs that we bought, since they are very clearly defective. 2. I would ask that the original transaction be refunded to us.

I truly do thank you for reading through this. I would imagine that this is a very odd issue that probably doesn't happen very often. I do want to take a moment and compliment a few of the employees who we have interacted with, as well as your current area technician. All of your staff has been helpful with issues as they progressed, and I did not want you to get the impression that we think horribly of ReclinerLand, because we do not. I think this is just a simple series of problems that went wrong, along with some misguided sales info. Ultimately, it's a pretty easy fix for ReclinerLand.

Once again, thank you for your time in reading through this, Please feel free to contact me directly.

Following this email, I received no response, and requested a response again on 3/13/2010. A week later, I did receive a phone call, with a promise to call back, from Dan (Regional Manager at Reclinerland). There was no call back. I attempted nearly 30 times to contact Dan. He had clearly instructed his employees at the Auburn store to screen his phone calls. On one occasion, I called to ask to speak to Dan, and the employee stated that he was looking right at him and that he would go grab him and would be right back. A few minutes later, a female answered the phone and told me that Dan wasn't in the office today (which I had heard many times). He literally had instructed his employee to tell me that he wasn't there, not knowing that the original employee answering the phone had already told me that he was looking at him standing across the room from him. It was at this point that I decided to contact Ashley Furniture directly.

Kendra **, Public Relations Manager

Congratulations on the new addition to your family! I'm sure that you're very busy. I wanted to let you know that I spoke with the manager of Consumer Affairs this morning. I have passed your email onto her, and she said that they will be looking at your email and contacting you. Please let me know if you do not hear something back within a week. I'd be glad to make sure you receive follow up and have your questions answered. Have a wonderful day.

Nancy, I took some photos per your request. However, because of my back, I can't physically get underneath the chairs. However, I placed the camera below and took the pictures as is. I noticed that one of the pieces of paper was accidentally torn off during a service repair, but Ashley should have record of the initial call. It would be under one of these phone numbers.

The technician did work on both of the chairs, and I did inform him that the metal staples were sticking out underneath the armrests on both chairs, and it cut my wife's arm (who was about 8 months pregnant at the time). It did break the skin, but it didn't seem to be more than what a couple Bandaids could fix. If I remember correctly, we paid close to $1000 total for the chairs, but if you need specifics, Reclinerland can provide you with the information on our original order.

Also, just wanted to take a moment and tell you thank you for helping us with this problem. We know that it isn't specifically your fault, and your offering to help was really appreciated. All we really want is to be comfortable in our home. Do you think we could get some sort of resolution on this today? Also, if you could resend your phone numbers whenever you have a chance, I would appreciate it. Thanks again, Steve.

Since each Ashley dealer is independently owned and operated, they create and implement their own policies regarding returns, refunds, and exchanges. You will need to continue working with the store for your options regarding a refund as you have requested. I have forwarded your concerns to the store's marketing specialist. He can assist them with any questions they may have regarding the warranty. I do apologize that we are unable to be of further assistance to you in this matter. Nancy

Nancy, I think you may possibly be confusing me with another case, since I am responding from my work email. You had asked me to send you this information when you emailed my home email to assist me in figuring out an option. If you have a moment to look at the original email, I think that it may jog your memory that there is a long detailed history in regards to the Ashley dealer not returning approximately 30 phone calls, and I had exhausted all other options, including emailing the company owner and co-owner (which was the one time that I was able to get the district manager to respond and has since not responded or called).

My original email was forwarded to you by Kendra ** a couple of weeks ago after discussing this with her on email and phone. She had forwarded my original email string/description of the issue to you, in hopes that you would be able to personally look into this, since I believe I had gone far above and beyond due diligence in attempting to reach the store/store management. Sorry for any confusion this may have caused, not sending from the original email address. Thanks! Steve

Nancy, First, I wanted to make sure that I inform you. While I understand that there is less than half a day left until end of business, this has gone on far too long. It is my intention that if my situation is not resolved by EOD today, April 30, 2010 that I will need to properly communicate this issue to the following individuals/organizations/authorities (partial list of appropriate contacts below). I think that we could easily come to a quick resolution on this today. I genuinely just would like someone to reach out and help resolve this with a final conclusion today. I mentioned above and below, I am requesting that the Warranter (Ashley Furniture) simply either refund the purchase price as I previously mentioned or work with Reclinerland after a refund to discuss whatever financial arrangement you need to have.

As the customer, I am suffering both physically and mentally, while Ashley and Reclinerland point fingers back and forth at each other. Please take the company hat off for just a moment and put your self in my shoes. I have a bad back that has gotten worse after using your chairs. I'm not forcing you to take my opinion, just simply giving you the facts. The reason why we bought the chairs was to help reduce strain on our backs, and we're guaranteed that the chairs would help in part reduce the pressure. I'm not an unreasonable person. But if you were in my shoes, you would see why I am going to great lengths to help you understand my situation.

All I am asking for is to refund the purchase price of around $900, so that I can go on my way and drop this issue. It's not too much to ask, and it's reasonable to understand that I wouldn't have gone through all of this, if my intentions weren't honest and true. I've worked in the retail industry for many, many years. Sometimes as hard as it is, we just have to stop trying to put up a wall for a customer who is having a problem and take a different approach to trying to help resolve the issue and eliminate the problem overall.

I am asking you to do just that. Please take the time this afternoon to read through everything again, trade places with me, and I would genuinely appreciate you reconsidering your offer for how this will be handled.

I received a message this morning. This is what they told me "We can't replace the chairs, only keep fixing them." Except the last conversation that I had with the technician, he said that there is nothing more he could do, because even though the chair was visibly sitting at a slope (we have two of the same chairs, that sit next to each other, which makes issues easily identifiable) and sometimes the chairs aren't comfortable. I have been wronged in this scenario. And you or anyone at Ashley Furniture has yet to call and ask me any questions regarding my situation or attempted to do anything other than what I have conveyed has been done already. Instead, I am being called, and read your email verbatim. I would urge you to please consider what I am asking for and to ensure that there aren't any misconceptions regarding my request. They are the following:

3. Provide any other authorizations needed internally to allow a refund of the original purchase price.

I will not just "go away" on this matter. Warranty fraud is a serious issue, and I do not believe that Ashley nor Reclinerland has handled this situation amicably. Regardless of who ends up being financially responsible in your eyes is between Ashley Furniture and Reclinerland. In this situation, the right thing to do would be to satisfy your responsibility to the customer and deal with the paperwork between your two companies.

I did not buy a Reclinerland Recliner. I bought an Ashley Recliner with a warranty from Ashley. It is my intention that if my situation is not resolved by EOD today April 30, 2010, I will need to properly communicate this issue to the following individuals/organizations/authorities, based on the following.

I finally received a call back on Friday by the local Ashley Furniture representative. He informed me that he was aware of the situation and that it was his job to try and mediate the scenario but that he did not have the authority to make a decision for neither Reclinerland or Ashley Furniture. He also said he would make a recommendation to both to try and resolve the situation and then would call me back by the following Monday or Tuesday. No return phone call, and almost 2 weeks later, we received a call back from the service repairman. I called back and left a message, which has not been returned. They promised callback from the Ashley Furniture Local Representative, and it has still not been returned.

Reclinerland has engaged in extremely deceptive business practice. Ashley Furniture has not met the warranty that is expressly stated in their manufacturer's warranty and has continuously directed me to a local marketing specialist, who has absolutely no authority to make any sort of decision. I have been lied to multiple times from both companies, and I am hoping that by contacting you with all of the information, you could assist me in encouraging Ashley Furniture or Reclinerland to provide me with a refund of my purchase price.

As a consumer, I have never had this sort of treatment, and in my research, I have found that both of these companies have had long histories that include complaints that are similar in theme to mine. The repairman has told us that he can't fix the chair, because he can't do anything more to bring it back to normal. I'm still within my warranty, and I'm exhausted from all of the problems this has caused. Not to mention that I am now in worse condition than I was before purchasing and using these chairs that have literally broken in half and hurt my back even more.

Two identical chairs that sat in equally have completely different problems--sit at different heights and have exposed metal and broken mechanisms. Hopefully, someone there will be able to help me. Both chairs have been repaired multiple times, starting within 2 months of the products' purchase. I have lost not only approximately $950 in product but a total of 41 hours of followup in attempting to contact both Reclinerland, and Ashley Furniture.

Tuesday, March 9, 2010, email sent to ReclinerLand Executive Management: "I wanted to take a moment and share with you my recent experience with ReclinerLand. First, let me preface this by letting you know that I myself am a director for a retail company (different industry), and over the years, I have had my own challenges, suggestions from customers, and everything in between. I say this so that you know, that I can appreciate what it feels like to be on the opposite side of these sort of emails, and also know that handling these matters professionally, and with tact, typically bodes a much kinder result, rather than roasting a company's management in an effort to make them "feel your pain". I plan on keeping this email as positive, and as productive as possible, so as not to waste your time.

The Unusual Situation. Around the beginning of October 2009, my wife and I had been searching for a set of recliners, mainly, because I had been rear-ended in a car accident and suffered a blown disc in my back. We found a chair that seemed to be a good fit, had everything we wanted, and had the added bonus was that the chairs had heat and a massage function. It was also a name brand (Ashley Furniture) which we were glad to have found, after searching through. I had the chairs for less than 3.5 months before we called out service. We have now had the chairs for about 6 months. Before I start walking through all of the issues that we have had, I just want to make it clear that we have not had any problems with the service technician.

When we purchased the chairs, the salesperson mistakenly sent us to the Kent Warehouse to pick up both chairs, and after we drove a truck all the way out there to find out that there was only one chair, and we had to later pick one up at the Bellevue location (at this point we had been to 5 different ReclinerLand properties to buy 2 of the same chair. Entire wooden frame broke in half, chair would not fully recline or close, batting has again given out and shifted, so that you can feel bars in your back, hips and feet; started at 2 months). The back massager does not work, makes very loud metal on metal slamming noise. If you put a lot of pressure on the back of the chair (more than just sitting against it), then the noise goes away and the motor sounds normal, started after 2-3 months; the motor problem happening on both chairs, arms on each chair are bent, due to cardboard frame giving out, and curled around edges, feet cushions have deteriorated; the chair does not heat as we were told (which is why I bought the chair, due to a blown disc in my back, and a degenerative nerve). Applying heat has been a helpful method, not only does it make an extremely loud noise now, but it also does not heat the back/rear portions as we were told. Frame on both chairs makes loud slamming noise on both chairs (did not do this originally). The foot rest does not click in every time, sometimes it has to be forced down after you get out of the chair.

To fix the problems this time, the technician had to put in additional batting/stuffing; glue frame back together, re-drill/re-screw frame together (I would guess 7-10 screws total); recheck rear motor/spring; re-staple the covers that had ripped out because of the frame breaking; two separate service calls, additional batting has been put into every section on main problem chair. Apparently, the cause of this is because I chose a "soft" chair. When we purchased the chair, I specifically asked how the durability of the chair was since it did seem like a softer chair (or puffer from what the technician called it). The sales person said that it's an Ashley Furniture piece, and that it would be fine, and that they never get "Ashley's back". I'm coming to you as an upset customer that also happens to be in quite a bit of pain at the moment, and the chair as it sits, is without question a big portion of the problem.

My suggested resolution for this is just two steps: that ReclinerLand would send out a delivery team to retrieve the two chairs that we bought, since they are very clearly defective. I would ask that the original transaction be refunded to us. I truly do thank you for reading through this. I would imagine that this is a very odd issue that probably doesn't happen very often. I do want to take a moment and compliment a few of the employees that we have interacted with, as well as your current area technician. All of your staff has been helpful with issues as they progressed, and I did not want you to get the impression that we think horribly of ReclinerLand because we do not. I think this is just a simple series of problems that went wrong, along with some misguided sales information. Ultimately, it's a pretty easy fix for ReclinerLand."

Following this email, I received no response, and requested a response again on 3/13/2010. A week later, I did receive a phone call with a promise to call back from Dan (Regional Manager at ReclinerLand). There was no call back. I attempted nearly 30 times to contact Dan. He had clearly instructed his employees at the Auburn store to screen his phone calls. On one occasion, I called to ask to speak to Dan, and the employee stated that he was looking right at him, and that he would go grab him and would be right back. A few minutes later, a female answered the phone and told me that Dan wasn't in the office today (which I had heard many times). He literally had instructed his employees to tell me that he wasn't there not knowing that the original employee answering the phone, had already told me that he was looking at him standing across the room from him. It was at this point that I decided to contact Ashley Furniture directly.

The repairman has told us, that he can't fix the chair because he can't do anything more to bring it back to normal. I'm still within my warranty and exhausted from all of the problems this has caused. Not to mention that I am now in worse condition than I was before purchasing and using these chairs that have literally broken in half, and hurt my back even more. Two identical chairs that are sat in equally and they both have completely different problems, sit at different heights, have exposed metal, and broken mechanisms. Hopefully, someone out there will be able to help me. Both chairs have been repaired multiple times, starting within 2 months of the product purchase. I have lost not only approximately $950 in product, but a total of 41 hours of follow-up, attempting to contact both ReclinerLand and Ashley Furniture

We called back on the 5th week and I asked to speak to a manager. I was told to call my salesman in Joplin, MO. I called the store and the salesman was not there. The store told me to call the distribution center in Springfield, MO. I called the distribution center, they told me to call my salesman, and round and round and round. It has now been all of 3 months. I called today. The D.C. first, she told me that it was not even scheduled for delivery. Then she told me to call my salesman. I said heck no, I want to talk to a manager. She said there was no manager to talk to and that I should receive a call within 72 hours. Here we go again. Three months later, no furniture, and they can’t even give me an estimate of when it might come in. I will never buy from this store ever again. It’s not even the delays that ** me off. It’s the fact that no one can tell you anything about what is going on. I know a lot of people in town, and very active in the Chamber of Commerce. I will make sure that this store is blacklisted big time.

Wow, was I surprised and told Hector that I would be willing to take a credit for a future purchase in his store, or they could simply honor the $500.00 grocery credit and I would be happy. Hector said that he and his employer were still working on this and would get back to me by May 1, 2010 or sooner. Well, I know I'm rushing it but I am not going to forget this. My guess is that they think I will just go away and time will take care of this. Had I known about the other law suits Ashley had going on, I would never have purchased from them. My husband and I are Senior Citizens and we have a limited amount of income so for us to receive a $500.00 credit for groceries is a big deal.

I just called "Hector" to remind him that I was waiting and he said they are still working on it and hope to be able to honor the grocery credit starting in July 2010. And, he said this would only be for the people who followed the rules. I'm still not satisfied with that... **, I may not live that long! Will I do this to my children? Grandchildren? What about the people who had more difficulty than me following the rules?

The economic consequences are that I do not have the benefit of the coupons for grocery credit totaling $500.00. The stress of having to continue to follow-up on this is not acceptable. What about those people that are worse off than me? There's no one to look out after them.

Basically, the recliners pull out and then get stuck and sink down. I do not see how this can be normal wear and tear on 2 couches roughly a year apart. Now I have to replace my couch/loveseat again 2 years after purchasing. Waste of my time and money with paying for this extended warranty and the needless amount of time spent on the phone with company.

The customer service rep was terribly rude, so I inquired on just canceling my order and I was told I would be charged a 10% Cancellation fee even after waiting 8 weeks! I then contacted her manager and received the exact same response. Now, 12 days after being contacted our furniture is finally being delivered. However, we received a call this morning stating that some of the merchandise was damaged and would have to be reordered with the lead time unknown right now.

This was a very large purchase for us and all was great up until they ran my check card and my money was in their account. Then we were treated terrible. Ashley Furniture does not care about their customers, only the money. Businesses should not be able to operate in this way and stay in business. We purchased a bedroom set of about the same value from Rooms To Go a few weeks prior to this and had great service, delivery, etc. I recommend to anyone looking purchasing furniture, whether small or large, do not give Ashley Furniture your money, drive a few blocks down the road and get great customer service from Rooms To Go.

Now, we can't get this right. I"m still out of money and furniture. I called the store manager and ask for a refund of my money. They told me that I'm cancelling the order and they have to take 30% of my invoice when its not my fault. Ive paid for something some months ago and still don't have it today. I've worked hard for my money and I'm not receiving a fair game.

After two hours of not hearing anything, I called customer service and was told it was on a truck. A few hours later, my wife called and she was told that the item on the truck was damaged. Not wanting to wait another week, she asked if it could be delivered the following day after 6:30 pm, as no one would be home before then. She was assured that would be no problem. They call an hour earlier the next day to say they are on their way, even though we specifically told them we would not be home until after 6:30 pm. After multiple calls with different customer service managers and endless back and forth conversations, we finally just asked for a refund. This was the single worst customer service experience I have ever encountered.

Again I was about to walk out, I should have! But I needed furniture badly and knew they couldn't help the delivery date. So I went home and saw an ad that they are giving away free night stands with bedroom suites. Well, that is a prelude to what happens next! December 14 or 16, I called them to find out about my delivery time. They said we rescheduled for December 23rd because the night stands are out of stock. I said I have no furniture. Please, I cannot keep taking time off of work. Please deliver what you have on the 18th. Then bring the nightstand on 12/30.

They delivered the furniture on December 18. After they left, I noticed they put the bed together wrong so I called and requested when they drop off the nightstand if they could fix the bed and arrange the furniture right. They said okay. Upon delivery of the nightstand, the drivers pitched a fit about fixing the furniture and moving it. After me threatening to return all the furniture to the supervisor, they agreed. While doing this, they dented the drawer on the chest. I talked on the phone with the sales manager. He said I was right about not getting the discount.

He would leave a gift card. Now he is saying the prices are right. I don't know what is wrong with these people. I wish I never shopped at Ashley Furniture! I just got off the phone with 2 different people. I called customer service and they said, “You need Consumer Affairs.” I told them the story. They tell me I need customer service. I asked if they were going to update the representative on my situation and they said yes After sitting on hold for a few, customer service answers and he doesn’t know anything! If you like drama, then you will love Ashley. Now I am waiting on his supervisor to call me back. Oh, and their 12 months same as cash is a lies! They are charging me interest! I am losing money by the minute, physical damage to the dresser during redelivery, and causing me mental anguish since 11/29.

I quickly told them I didn't want it fixed, I wanted a replacement. I was put on hold for a very long time, in which she told me, "oh I see, now you will get a new sofa". I believe they have my sofa, and they are trying to repair it, although I said a replacement, because the wood and leather was completely torn. This store is cheating customers, and are obviously trying to fix broken merchandise, and sell it as new. They, people at Ashley furniture, put their foot in their mouth twice on the phone. I spoke to two different people, who told me they were waiting on parts. Why do they wait on parts, if I wanted a replacement sofa? I work hard for my money, and I don't like that this furniture store has the nerve to cheat people of their hard earned money.

I spent over $700 for these items. My plans changed and I do not need them anymore. They have never been used. I wanted them to deliver the items instead of buying them off the floor, but that was not an option. I can't understand why they will accept something that has been delivered to the consumer as a return; but not something that the consumer purchases off of the showroom floor.

I sent an email to ashleyfurniture.com and received a trite response from Shannon B as follows:

"Thank you for your correspondence. We regret that you disagree with the nature of our AS IS policy. Unfortunately, accessories or other as-is items cannot be warrantied, serviced or returned. We are sorry to have lost your business."

It does not look like Ashley Furniture cares about their customer, nor do they care if their customer ever returns! Buyer Beware!

I called this afternoon and was told that the earliest I would have the full refund would be on 3/19/2010. I believe that since they couldn't provide the merchandise, they cannot legally hold my money for that long a period. To the best of my knowledge, no return time frame is posted in the store. They have already held my money for 2 months and it will be longer than 90 days "if" they credit my bank account. If nothing else, this is unethical.

There was loss of the use of my money and loss of work time to deal with attempts to get a refund for an additional $250.

One month later, we received the second recliner which was delivered with a bent reclining arm. After pointing out the issue with the delivery driver, he proceeded to place his foot on the arm of the chair and pulling with both hands bent the reclining arm out. Of course, I was shocked and refused delivery of the item. After contacting the store manager about the situation, he apologized and offered to give me the floor display in their show room. I accepted with the understanding that since we had purchased the warranty service, if any problems occurred that the chair would be covered.

Shorty after the seems of the leather began to separate, we called the service center and they sent out a leather repair specialist who was excellent at his trade. The chair was repaired and everything was fine. One year later, we began to notice the top layer of leather peeling off the seat and arms of the recliner. I called the Warranty service which told me that they will not cover the peeling of the leather, and that we should go into Ashley furniture to discuss problem.

A week later, we spoke to a customer service representative at the store. After explaining the entire story, she stated that there is nothing that she can do. She also stated that since we purchased the warranty service, they will repair any cuts in the leather. I explained that it is not a cut in the leather, but rather the leather was peeling. The customer service representative response was that the warranty service will repair cuts in the leather. We proceeded to ask the customer service representative that she was implying that we cut the leather in order to repair the peeling. The representative stated that we should not, while at the same time, she was shaking her head yes. At this time, we asked to speak to the manager. After explaining the situation to him, he gave us his business card and stated that he will contact us on Tuesday.

Three weeks later, I decided to contact the store manager, after 5 minutes of becoming familiar with the complaint, he stated that he was just about to call us and that there was nothing that he could do. I contacted the customer service headquarters for Ashley furniture, they recorded the complaint and said that they would be in contact with us. It is now 6 weeks later and after contacting customer service twice, there is still no solution to our peeling rocker recliner.

At this point, we have spent to much time trying to remedy this situation. Our Love seat is still in great condition and is used much more than the recliner. At some point, I will load the recliner and drag it in through the stores front door and let it there.

I will not even address the unconscionable policy of being unable to cancel due to delay or the 30% you owe if cancel within 24 hours. A delay due to weather or something beyond the store's control is understandable. But because they sell more furniture than they can produce is an absurd reason. These delays work out well for "Ashley's" bank account as it always has a large number of sales collecting interest for months before having to provide a product. This enables the stores to use the previous customer's payment to cover the new customer's furniture, and so on. And "Ashley" has several months of no out of pocket expenses while a select number of consumers wait and are extorted into not canceling.

I have also discovered a possible scam regarding the furniture protection plan the store sells. The protection plan I purchased is supposed to be through a company called Montage Furniture Services, clearly described on my sales receipt. I purchased this on 10/10/09 and never received my plan terms or plan number. I called the store and was told there is no plan number and it must have been lost and if I need service to call them. The bogus plan I just received on 1/26/10 is titled '4S Protection Plan' with no mention of "Montage" and just happens have the same corporation term (4-S) this store is registered under for fictitious names in Florida. It looks like something the store typed up on computer paper. This plan is loaded with exclusions and arbitration is remedy to complaints and it must be canceled in 30 days for a full refund which explains why I did not receive it for almost three months.

I do not find any of this coincidental and believe this $149 for my protection plan that is also sitting in "Ashley's" bank account. I contacted "Montage" since I have the same plan through La-Z-Boy and there is no registration of the plan I purchased from Ashley Furniture Home Store. I find it surprising that this Bernie *** way of business has been happening in "Ashley" stores all over the U.S. and is not isolated. This goes beyond unethical and poor business practices. This is sad.

After two days, I again called customer service to see the result and customer service told me, "Yes, there is a problem with the mattress but however, they can't change the mattress due to strain in the mattress". The mattress had a warranty of 20 years then I requested them to give me the same mattress back but fix the problem because I just paid 900 bucks for this mattress. I also asked if I would call you after 20 years, do you think within 20 years there would not be any strain? And the strain they are talking about is very light.

I just lost around 900 bucks because they had a tricky line in the contract. There is no meaning to have 20 years warranty. In my case they are accepting there is a problem in the mattress but they also know they are safe from a customer to return it because contract is tricky. Even for small strain, they can void the contract where the problem I am having is completely different.

Obviously, it had not been inspected by an Ashley manager as promised for a second time. Ashley’s is awful. No response from the manager (Michelle) from Ashley’s in Linden, NJ who I called directly. The original sofa table came unleveled, which I could fix myself by shimming it. The sides are made of metal. But the Allen screws used are stripped by the people at Ashleys who assembled it. We spent hundreds of dollars on a table that is uneven (as verified by the Ashley tech.). After two new tables were delivered, both defective with bad scratches, we ended up keep the original defective one.

The following Monday, I was told by my office mate that Ashley's have a bad reputation with their delivery so I called the salesperson to tell him about what my office mate told me. He repeated himself that my order was expedited and not to worry as it will arrive before Christmas. I told him that when I was in the store, he promised that it will be delivered on 12/19 to which he replied that they can't do it anymore but for sure before Christmas.

Christmas came and no furniture was delivered. I called the store to look for the salesperson but he was nowhere to be found. I asked for the manager and he's always busy and never returned my call. I was passed on to the customer service, then to order status to which I was told that estimated arrival in the warehouse would be 12/30. The date came, New Year's eve came and still no furniture. I followed up after New Year and I was told again that estimated arrival is on 1/9/09 but not sure if it will arrive on that date.

This is ridiculous. They charge you 30% if you cancel your order but they don't keep their promise. If the furniture will not be delivered in the four to six weeks time frame, customers like me had a reason to cancel the order without penalty since they didn't keep their promise and also for them to pay for damage as we have been anxiously waiting for our order to arrive for weeks now.

For all consumers who are planning to buy in Ashley's Furniture, think not just twice but a thousand times. Never buy from Ashley's Furniture because they have the worst customer service. They lie to you on your face and deceive you. They don't deliver on time and they don't care. Ashley's is the worst furniture company in the U.S.

I called the Brandywine office in the morning on Nov. 18, 2009. The lady who answered the phone told me that someone would contact me within 48 hours. I said that was not acceptable. My kids were almost hurt and she was going to make me wait 48 hours for assistance?! She then said that someone would call me that day. I waited all day and when I had no phone calls from this Brandywine office, I took the wooden slat into the Ashley store and showed the manager. He looked on the computer and told me that I was on top of the list of people that would be called back. So I went home and waited.

When I didn't hear from them even the next day I called the Brandywine office on Nov. 19 (Fri), the gentleman named ** told me that the slats were supposed to have been screwed in. I told them that they had never been screwed in. This upset me. I paid for this assembly and it's not even assembled correctly. My child could've been hurt! He said that someone could be out and screw in that slat for me. I raised my concern about the improper assembly. He said that the technician could take a look at the bunk bed to make sure that it was assembled correctly. I said fine and was given the service date of Nov. 24, 2009.

No technician called me. I thought that this was odd. I have always been given a time frame, so I called Nov. 24 to the Brandywine office. The lady who picked up told me that there must have been some miscommunication and that a technician would not be able to come out that day. I asked to talk to ** but he was not in yet. I left a message for him to call me. I had to call 2 more times before I got him on the phone. He apologized and said that to ensure that the technician had the time to look at the bunk bed, the next available time would be Dec. 5, 2009. I wasn't too happy about this but still agreed.

I even called the corporate office. They told me that all Ashley Furniture HomeStore were independently owned and they were not responsible. The only thing they did was shoot out an email. They had 7 business days to respond to my complaint. So on Dec. 5, 2009, a technician came out to look at the bunk bed. He even told me that the bunk bed slats were supposed to have been screwed in. Turns out that none of the slats (top or bottom) on the bunk bed were screwed down. He did a quick inspection of the bunk bed. I had even told him that I was worried about the assembly of the bunk bed. He said it looked good and left.

On Dec. 19, 2009, I noticed that the lower bunk bed was slanted. My husband and I turned the bunk bed on its side. The wheel piece that attached to the lower bunk bed was stripped out of place. After a closer look, I notice that 2 out of 4 screws were used. In fact 3 out of the 4 wheels didn't have the appropriate number of screws! I am furious; yet another problem from the original assembly. I called them on Dec. 19 and left a message for ** (?). I called her on Monday, Dec. 21. (She works in the Brandywine office.) I told her I didn't want another technician to come out. I just wanted the bunk bed to be taken back.

She told me to talk to the Catonsville store. I had to call the Catonsville store 3 times before I got the manager. He then called the Brandywine office, and told me that they were going to have a meeting (mentioned **, **, and ** - all people I have talked to). I would get a call with a resolution in a day. I called the next evening to the Brandywine office. ** answered the phone but was unaware of the situation. ** was on a "lunch break". I was asked to call back. She was gone when I called back in 1 1/2 hour later. I left a message for ** to call. No phone call.

I went to the Catonsville store on Dec. 23, 2009 and asked to speak with the manager. A white male (**?) started talking to me about my problem. I told him my problems with this bunk bed. I told him I just wanted this bunk bed taken back and my money refunded. He came right out and told me that was not going to happen. They would not take the bunk bed back. I told him the seriousness of the problem and how my children could have been hurt. His response was "But they were not hurt." The best that he was going to do was to get a technician to come out and address the issue at hand. He couldn't even tell me when the technician would be out. He told me that if I felt safer, I could take off all the wheels until a technician came out.

He even argued with me about not informing the technician (when he was out for the bunk bed slats) about the wheels. Well that is because it hadn't happened yet! He even asked if I had told the technician to examine the bunk bed for other assembly issues. I told him yes, and I had also told **. That was the only reason why I had let them come out to fix that issue to begin with. I was even willing to compromise and let a technician come out as long as he reassembled the bunk bed. I needed the peace of mind that my children were safe on this bed. He told me that would not happen. Needless to say that he told me that I could get legal counsel if I so chose, so I left!

My kids could have been hurt and nobody at the Ashley Furniture HomeStore in Catonsville or Brandywine has really made it a priority. Everyone is just on the same page of but they weren't. My kids are currently scared to sleep in that room. I am scared that something else that wasn't assembled correctly could hurt my children. Needless to say, I spent a lot of time trying to get help or the time waiting for technicians to come service the issue. On top of all other things, the dismissal and rude behavior of some of the customer service people at the Catonsville store or the Brandywine office. I don't understand how they can dismiss this so easily when there is children’s safety at stake!

Veronica called me 8 days later and told me there was nothing wrong with the product and that they could do nothing for me. Veronica also said that I had waited too long to contact them about it. I did not wait too long, I have a work order with a date on it that shows when I came into the store initially with the complaint. At this point, I went round and round with her about the problems and realizing that she was not going to try to resolve this problem, I demanded that the owner call me. She gave me another story about the owner being sick, and that she would try to have him/her call me this Monday. I will not hold my breath. Just to get the gentleman to inspect the sofa took 5 phone calls and 2 visits to their store. Of the phone calls and visits, Veronica never once returned my calls.

The problems with the sofa are this:

The salesman that sold this sofa to me told me after I asked him 3 times if the sofa was made completely of leather said that it was all leather. It is not. I asked him 3 times if the support was good. It is not. I was misled by this salesman. The sofa that I sat on in the showroom did not sink down as far as the sofa that I received does. The vinyl material on the sides of the sofa are beginning to pull, causing the material to no longer be flat but is now rippling from the back bottom corner up diagonally towards the front. The fabric material on the sides and bottoms of the seat cushions are beginning to ball up, similar to the way a sweater will begin to ball up or pill. This tells me that the seat cushions are already beginning to wear prematurely. The material of a couch should not pill or ball up after only 2 months.

The sofa is uncomfortable to sit on, I can feel the springs through the seat cushions. When I lift the seat cushions, the springs are just below the fabric material. There is not even any padding between the springs and the seat cushions. I would think that a $500 sofa should have some sort of padding over the springs. Additionally, when the gentleman took the seat cushion apart, I could see the depressions being made into the foam cushioning by the springs that have no protective padding over them between that fabric material and the fabric of the seat cushion. This is also evident to me that in no time at all, the springs will break through the fabric and the seat cushions. A $500 sofa should not do this. This is why the sofa is so uncomfortable. The cushions are being forced between the springs when someone sits down. There is no proper support!

And yet, this store is telling me there is nothing they can do. I cannot believe I wasted my hard-earned money on a sofa that will probably not last a year. And of course, at that time, your manufacturer's warranty will have expired. The store is refusing to help me after only 2 months. Just imagine the quality of customer service I will receive in a year. As for this alleged extended warranty, I doubt they will do anything for me. I do not see how it is going to change matters by you sending them this any of this information. They do not seem willing to do anything for their customer except take their money. Ashley states that the retail store must handle all customer related issues.

Today, 12-10-09, I went in to Michael's again, this time to try to at least get back the money I paid for the all elusive extended warranty that I have requested now 4 times and still received nothing for. I was refused yet again. I was told, "The sofa was sprayed. We cannot give you a refund. The sofa has been already treated." I do not know what this man is talking about. After some words exchanged, they started yelling at me in the store. The older gentleman behind the desk yelled across the warehouse, "Well, look at you." I asked him what he meant by that and he did not answer.

If these people are doing no wrong, then why did they get so defensive with me? Additionally, before I approached the desk, I went into the showroom and found that they no longer had the sofa I bought from them displayed. They did, however, have the matching love-seat there. I am now wondering if they sent me the used floor model. I think this is the reason they are being so difficult to work with. If Ashley knew they were selling floor models as new merchandise, they might lose their business relationship with the company. And I wonder if because they may have sent me the floor model, this may be why they are refusing to help me, knowing that Ashley might not honor the warranty therefore rendering this sofa a liability to themselves.

Back to the store (many miles away from warehouse) and were told they could not do it right then, that it had to go "through corporate." The refund came 2 days later. A warning to Ashley customers, run away! We did not have our furniture for our big Christmas party as expected, a big disappointment and a good lesson not to shop at Ashley Furniture.

On November 14th, more than eight weeks after ordering the chest, I stopped in the Ashley Furniture store to inquire. The receptionist apologized for the delay but could not locate where our purchase was. It had not left the warehouse in California. She told me she would obtain the details and call me on Monday. In the meantime, my wife located the same chest of drawers at a competitor at a price below Ashley’s sale price.

On Monday, I never received a call from the Ashley receptionist. On Tuesday, I stopped back in the store armed with the competitor’s advertisement. The receptionist apologized for not calling me, telling me she had been in an auto accident the day prior. She told me the furniture was somewhere in route and should be in the following week. We would get a phone call the day prior. I told her that since they had violated the terms of delivery, I wanted my money back unless they could match their competitor’s price for the same product. She directed to me to a manager.

I explained the situation including the delay in order, the delay in receipt and the fact they had been sitting on my $500 for more than two months. He argued that that was not unreasonable and that in fact, the item had not been ordered three weeks after purchase as I contended (and can prove with the voice mail); it had actually been ordered two weeks later. I told him I would not quibble, either match the price or refund my money. He caved argumentatively on meeting the competitor’s regular price and told me I would have a refund mailed to me.

A week later, I received a check from a company in Missoula, Montana for the refund amount to the penny. There was no associated letter or any mention of Ashley. I will not mention the company in the event it is coincidence. I can find no relationship between the company and Ashley aside from representatives attending the same Las Vegas conference. Yesterday was November 27th, ten weeks and four days later the furniture was delivered unannounced. No one I know will ever shop at Ashley if I can help it. I lucked out and received my purchase 10 1/2 weeks after they cashed my check as well as a $108 refund.

When I returned home on September 16, 2009, I began to inspect the furniture and sit on it. This was when I realized how poorly made it was. One side of the armrest on the recliner was shorter than the other. When you sat down on it, you would lean to one side. I turned the chair over to look at the bottom of it and noticed that some places were not even stapled properly. I began to sit on the sofa and would lean to one side and sink in. I unzipped the cushions on the sofa and about six inches were not even filled inside the lining. They used batting material to fill the cushions with which I thought was odd. There was a long scratch on the back top of the sofa. There was about three inches of the leather on the cushions you could pick up with your hands, which told me also the cushions were not filled with very much material. There were lumps and bumps all throughout the furniture which looked to me like they just threw it together. There was no support in any of it. Everything was just unsightly to look at.

I called Ashley on Sept. 22, 2009 and told them what I had found with the furniture and did not want to keep it. Customer Service said they would make things right, they wanted their customers to be happy. I went back to the store on Sept. 22, 2009 to look for another sofa, recliner and ottoman in another material and chose more furniture, I spoke with Justin, sales clerk. He said he would give my information to the manager. I left at this time. I told them I did not want any more leather furniture. They told me they could repair what I had already.

All I wanted was to exchange what I had for something else or get a refund. They said they did not give refunds and I couldn't exchange what I had. They sent someone out a few days later to inspect the furniture, I told the man, Johnathan, from the warehouse to sit on the sofa and recliner and showed him the bottom of the recliner. I told him I was not happy with the quality of the furniture and was not going to have it. He said he would return to the warehouse with my complaints to the manager of the warehouse, Bubba **.

Another week had passed, so I called Ashley Furniture in Columbus and asked to speak with Bubba. I told him I did not want to keep this furniture. He could come get it, but I wanted a refund. He said they couldn't do that. I called the manager of Ashley Furniture, Tiffany **, on Oct. 22, 2008 and told her I wanted someone to pick up this furniture and send my refund check the same day. She said they don't do business in this manner but in this case they would do as I asked. Another week had passed, I still had not heard from anyone. I called Tiffany back today, Oct. 30, 2009 and told her I have not heard back from anyone about picking up this furniture. She said someone would be here on Tuesday, Nov. 3, 2009, to pick it up along with my refund check.

So we'll wait to see what happens. I have never had this much trouble with anyone trying to get something done over a sofa, recliner and ottoman. I know this, I will never enter another Ashley Furniture store and I have told my family to not ever get anything from them, all they will have is a headache trying to get what you purchase in good quality. They will tell you so many different things you won't ever know what the truth is. I will never advise anyone to shop with them.

On September 20, 2009, my husband and I made a second trip from Eagle Pass to San Antonio to do a reselection and we actually did find another living room we liked. We decided to exchange the Central Park sectional for a Martin-Oyster sofa and loveseat, plus a set of 3 living room tables and a king size bed. So far everything was great. We were scheduled for delivery on October 7, 2009. On Wednesday, October 7, the delivery crew arrived at our home. As they began to disassemble and pick up the sectional, they advised us that they were not going to be able to do the exchange because the sectional had some stains on the back part (see pictures). If you see the pictures, the stains have a pattern. We believe the stains are a result of the fabric itself. We have not stained the sectional at all, nevertheless in a pattern like style.

While the drivers were at our house, I was trying to contact somebody at the store or customer service who could help me achieve the exchange, which was what we had agreed with Mr. ** over the phone and also when we visited the store a 2nd time to reselect the new furniture. We were very disappointed with the response from customer service and from the delivery drivers, who didn't give us a chance to work through the situation. I was still on the phone with customer service when I noticed the drivers had already taken off. Basically, the response from customer service was that Mr. ** was not working that day and could not help us.

On Saturday, October 10, 2009, we made a third trip from Eagle Pass to San Antonio to personally explain to Mr. ** what had happened with our furniture. We showed him the pictures of our furniture and let him know the original reason we wanted to return the sectional was because of the crooked stitching, which in this case is covered by the 1 year warranty. We do not want to keep the sectional and request the exchange be done for the Martin-Oyster sofa and loveseat, plus the 3 tables and the king size bed we had reselected. We believe it is unfair that time is running by and we will be expected to pay our financing 12 months from the date of the original purchase and we still can't enjoy our new furniture.

We have gone out of our way in trying to achieve the exchange by making trips from our hometown, Eagle Pass, to the store in San Antonio. This has created an extra expense in our part and all that we are asking is for you to abide by your own store policy.

Ashley refuses to do anything, then told me the manufacturer (which is Ashley) only warrants leather for one year. So why the three-year extended? They had no idea and said it must be sold in the store and had nothing to do with them. This is outrageous, just another way to rip off the consumer who would pay for a 3-year warranty if there was no coverage. There is no quality to their furniture. I believe that what you see and what you get are two different things (I would love to prove this). There were so many problems when I purchased this furniture. I wanted to cancel, only to be told you couldn't cancel, only replace and we're stuck.

After quickly selecting some pieces for a guest bedroom, I was asked to sign a "Sales Worksheet". Stated on that worksheet is a cancellation charge to the customer of 30% of the total sale. The pieces I selected came to about $4,000. I had no intention of cancelling the order but I questioned the salesman telling him that a consumer has by law a grace period in which he/she may cancel an order without cost or penalty. The salesman told me that grace period did not apply to Ashley's. I asked him, "Do you mean that if I cancelled the order ten minutes after signing this, I would owe Ashley's 30% of the sale?" He stated that, yes, I understood correctly their store policy and there was no way around it. He went on to say that the store required payment in full then and there, but he was evasive as to when the furniture would be delivered to my home. I said, "No, I'll pay half down and the balance upon delivery." He reluctantly agreed.

The salesman told me he "thought" the furniture was in stock and "maybe" could be delivered in about two weeks. I asked him to call me with a firm delivery date and at that time, I would pay the balance. Several days passed and I received a call from someone with Ashley wanting my credit card number to take care of the balance. I asked that person if he could tell me when to expect the delivery. He said, "I can't give you a delivery date until you pay for the furniture in full." I replied that I did not feel comfortable paying for the order in full until Ashley's could give me a delivery date. He told me he was "pretty sure" they had the furniture in stock. I replied that, if indeed, the order was ready to be delivered, why couldn't Ashley's give me a delivery date?

He began yelling and talking over me as I tried to appeal to his sense of reason. He threatened to charge me 30% of the order and then refuse to ever deliver the furniture. When he stopped yelling, I asked him to have a store manager call me. Later that day, I received a call from a man with Ashley Furniture Store who identified himself as "Cowboy". I told him that I am not accustomed to doing business with someone who identifies himself as "Cowboy". I asked him if there was a reason why he could not give me his real name. He gave me a first name but was extremely hesitant to give me his last name. I asked him if he was the manager of the store and he said that he was.

I once again tried to explain that as soon as Ashley's could give me a delivery date, I would be happy to pay the balance a day or two in advance. Then he began yelling at me stating that there is no way they will give me a delivery date until the store had been paid in full for the furniture. I protested stating, "But what if, I pay the balance on the order and Ashley's cannot make the delivery for many months? In that period of time I could go to another furniture store and receive the items quicker." Then, he fired back at me their store policy about payment first, and the delivery of merchandise was to be left up in the air. He came across as a bully shouting over me as I was trying to reach an understanding. When I realized that trying to reason with "Cowboy" was a futile effort, I hung up the phone while he was still shouting.

Later that evening, he called my home and left a message that if I wanted the furniture by Thursday, I must call them before 7:00 pm. I thought, why didn't he just tell me the order would be delivered Thursday in our previous conversation? In the message he left he went on to say that "I better call by seven o'clock or the furniture will just be left sitting out on the dock." His tone was authoritative, dictatorial and hateful as if to say that he was doing me a favor by allowing me to spend money in his store.

Had I researched Ashley's beforehand, I probably would not have walked into one of their stores. I think that one of the owners is Mr. Levitz formerly Levitz Furniture. After going out of business suddenly, perhaps leaving customers and suppliers high and dry, he has managed to resurface under a different name: Ashley's Furniture. This venture, like the others, will run its course and disappear because customers will not tolerate such rigidity. It is important to keep in mind that all Ashley's store personnel are simply reflecting the attitude of the owners and investors of the company even though Ashley's employees play the role of "the heavy" a little too well.

I "think" but am not positive that my furniture order will be delivered on Friday, though Ashley Furniture will not send me a confirmation of delivery via email like every other furniture store with whom I have ever dealt. I paid the balance out of concern that because of Ashley's Work Sheet I signed, I would end up paying them 30% of a $4,000 order with no furniture to show for it. Needless to say, I will never do business with Ashley Furniture Store again. Their prices, quality and selection are not that great by comparison. Doing business with this group is needlessly stressful in ways I have never experienced with any other store. Ashley Furniture Store like Levitz needs to go out of business in my opinion. The sooner the better. Competition in the furniture market is still such that the customer can afford to be particular. After all, money is hard to earn. Why not spend it in stores where one's business is treated with appreciation and respect?

At no point in time was I told it was a 3-8 week back order. After I signed the receipt, she them put on there "BO" and stamped it back order without telling me or showing me. At no point in time did the saleswoman or the cashier tell me that it was on back order. I went to the store today (a week later) to ask for a refund. I talked to the cashier and the same saleswoman and another man who was a store employee and they told me they have a no refund policy and all sales are final. I was not told any of this at the store location. I am not satisfied and feel like I was deceived. I want a refund! I have no tables, I feel deceived and the company was dishonest.

I took the furniture back to the Ashley Furniture in Fultondale on May 18, 2009 since that it is where I purchased it. They were very apologetic and told me that the piece of furniture should have never made it out of the warehouse like that. It is now 5 months later and I have no piece of furniture, and nothing to show for the $500 I spent. I have been round and round with these people and spoken to everyone at Ashley Furniture including the president. They are refusing to give me my money back or give me another piece of furniture. They are saying that I damaged the furniture. I did not spend $500 and drive all the way to Leeds and back to damage some furniture.

I spoke with the manager again on October 1, 2009 and told him to either give me my money back or just give me the piece of furniture that I paid for, and I would sit it up in their parking lot and let all the customers see what they are paying for. He then went to tell me that to get the furniture, I would have to pay $1,080 to get it out of storage. The bottom line now is that they have my $500 and I have nothing. They are refusing to issue a refund or even give me a new piece of furniture. I have tried for 5 months to resolve this with Ashley Furniture, as well as with the credit card company in which I used to purchase the furniture. I am still out $500.

She then had me sign a paper. I was told that was for delivery purposes. I did not read before signing - it ended up being a contract with RAC. I paid $2,000 at the time and was told by Ms. ** my balance was $683. In trying to make payments, I was told a larger amount was due. My first payment was by credit card for $200. Ms. ** charged my account twice for $200 and an additional $239.92 of which I put a stop payment to. I ended up having to pay $1,028.44 as a balance due.

I wanted back $118.00, a finance charge which I unexpectedly received, after being told repeatedly by Ashley's sales personnel that there would be no finance charge and no interest for a 48-month period during one of their special sales promos. Since I could not get my money back, because the manager said I signed the agreement, I then suggested $118.00 in store credit, given that I have bought more than $3600.00 of furniture there and even referred my family relative who recently bought a $699.00 mattress.

She would not compromise and would not listen to alternatives, and when I told her that I will take my business elsewhere and report to the Better Business Bureau, she said that was "too bad." I have also emailed your official site and wrote a formal complaint on 9/3/2009 without hearing a reply. I know I signed the agreement, but I trusted your sales personnel with the information they provided. I cannot go through 10-15 pages of legal contract talk in the store with 2 young kids in a stroller crying to leave and a pushy salesperson trying to get us to sign and complete her sales deal.

Unfortunate experience, rude management, deceptive advertisements... Once they take your money, forget about any further assistance. Do your self a favor and shop elsewhere, where they really will appreciate your business.

At one point, she sat and read the warranty to me while I was trying to talk. She explained that she was corporate customer service and she was the final decision. When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this, just kept explaining it wasn't covered. Finally, after some time of me continuously asking for a supervisor, she sent me to Ralena. I don't know the spelling of this name. She gave me the same runaround. The frustrating part of talking to her was that she actually lied to me!

When she gave me the same runaround, I asked for a supervisor. She said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not, that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it. At that point, I was so frustrated that I got in my car and drove to the store I bought my sofas from.

As I reached the front of the store, this rep finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk at the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to. None of them would provide it. She called a sales rep up and they told me you were the owner and gave me this email address. During the time the store rep was giving me this information, another woman came on the line. I asked for her name, she was Insil. She identified herself as the last rep's supervisor. I explained that the last rep had lied to me and told me she did not have a supervisor at one point and then told me she wasn't there. Insil tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case, she said her supervisor was not there.

Insil continued to provide me the same runaround. She was offering to send out a tech, but not deal with the problem. Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to the store reps, they told me to contact the owner and they provided an email address. They were far more helpful than any of your phone reps. All three phone reps refused to give me your name, address, phone number or email. I had to get this from the store. The next day, after my phone recharged, I checked my voice message and found one from Insil. She says to call her back and she will send out a rep or she would intercept this email and address it then.

Since I have no level of confidence in these reps, I will not deal with her again. I want to deal with the owners of this company. Also, since the behavior of their representatives suggests to me that the owner may never see this correspondence, I have filed with the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I also post on online websites so the rest of you won't suffer. Here is a definition of the problem. The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from you as well, it is leather too, and has seen far more wear and is in substantially better condition. I have a number of pictures.

Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6ft tall husband sat on it and his knees came up to his chest. He thinks the structure has failed. It is my expectation that Ashley will make this right, that used to be the kind of firm they were. We actually bought the second sofa from them because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa.

I used to recommend Ashley, I don't anymore. We won't be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn't treat customers right in the hopes that they might be back. Obviously, Ashley doesn't care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does.

We have not heard anything since. I have tried to email them once more with no response. My husband called Ashley Furniture today and was told this company has gone out of business. We are so disappointed because we had counted on those gas cards to help us out. We would have never purchased the furniture if we had known this.

A customer service rep advised me that I would need to pick the dresser at the local store because they no longer deliver in my area. I explained that I live over 200 miles of the store and doing this would financially impact me when it shouldn't since I bought an in-home service, which they sold to me and administer. I have contacted Ashley corporate offices at 800-477-2222. I was advised that this office is independently owned and not owned by Ashley Furniture.

I was given the number to the corporate office for this store and contacted them at 954-597-2200. I've been speaking to Jan, who stated there was nothing they could do since they no longer deliver in my area. I was expecting a call since 07/02/09 from the director Laura, because it was a holiday weekend. But as of 08/16/09, a logical resolution has not been given to me, and no calls have been made.

I would like my dresser replaced in-home, which is the coverage I paid for. For me to drive over 200 miles, rent a U-Haul and paid for someone to lift and carry the dresser inside my home will incur unnecessary expenses that should be incurred by Ashley instead of the consumer because of the in-home service that Ashley sold to me. The furniture was delivered to the same address and service should be provided at the same address. Ashley Furniture needs to find their way to uphold the agreement sold to me. If their terms and conditions have changed since our agreement, then Ashley Furniture needs to reimburse me the full 3-year in-home service warranty that I paid.

We contacted Guardsman who handled protection plans but were told that the kind of damage we had described was not covered. My husband and I contacted the store and got no results. They could not even send a technician to the house to look at the chair. I'll never shop there again! We thought we were purchasing a nice piece of furniture. Instead, we have a cheaply made piece of junk. Thank you for the opportunity to submit our complaint.

I did not want to lose my furniture nor my money so I said okay. By the 22nd of July, I was receiving a courtesy call about my payment being paid on the 23rd. I just lost it. I told Mr. ** that this is not fair. "You can call me about a payment but not my furniture?" He said, "I told you about the payment and I have already spoken with you about the cancellation fees of 30%." My fiance said, "No way are we paying for something we do not have in our possession." I asked for at least my delivery charge back. They said no.

So by cancelling, I have nothing and their contract states that specialty orders are delivered in two weeks. What if anything can we do? The corporate office is just a runaround. These people do not care. I cancelled the order because if I ever have to miss a payment, this showed me what I would have to go through with this company and it's not worth it.

I did receive the new cushions, which did appear to be thicker than the previous cushions, but they have the same problem. It has been only 2 months and they sag, don't bounce back, and just look bad. The back still sags as well. Another issue that only makes the problem worse is the cushions are made with different fabric on the opposite side, pieced partially as if to save money with cheaper plain fabric. Therefore, the cushions can not be flipped to preserve their shape. Also, there is no back support and I can barely stand to sit on the sofa without resulting in a backache. No amount of pillows seems to help. I have not called the store again, but I don't know what good that will do. Honestly, I just want my money back and they can come and get their stuff. If anyone is interested or needs help getting something started in order to stop this nonsense with this company, please contact me. I only want my money back so I can purchase other furniture. Obviously, I will never use this company again and don't recommend it.

At that point, I was advised that due to an error in pricing, the 13% off promotion would not be honored. So, the selling price was $498 with $70 for delivery, which again, is not the price the sales rep (Kathy **) and I agreed upon. I tried speaking with the store manager (Jim **) without resolution. As a side note, while browsing the store, I noticed other customers with similar complaints about pricing. The price is clearly marked on an item and the sales team quotes another price and the explanation is “oh, that is an error.”

I sent an email via Ashley's website this morning. I am forwarding a copy of this complaint to the BBB and the Consumer Affairs division of the State Attorney General’s office. These practices are not only unfair and deceptive to the consumer, it is fraud and misrepresentation.

The salesman told me that this was a new set, so it was possible that it could take up to 4 weeks to arrive. However, it would most likely arrive within 1 1/2 to 2 weeks and that I should be prepared, meaning, I should have the room cleared out. The date on the slip said June 6. On May 10, going off what Gabe instructed, I gave my old bedroom furniture away and was OK with sleeping on a mattress on the floor for a week or so.

June 6 came, and I called Ashley Furniture, because I had family coming into town that weekend and there was no way i was going to let my parents sleep on a mattress on the floor. I was basically told that the only thing they could do was give me a loaner frame (as in a metal frame) and a loaner dresser to get my clothes off the floor. I declined this, because i could not take off work for the 4-hour time frame they give you for delivery, only to have to do the same thing the next week when they delivered my furniture. On June 6, I was told that the furniture would be arriving on the 7th but that it would then not be delivered until around the 10th.

I called today (the 8th), because I need to know what time on the 10th they are planning on delivering, so I can arrange with my boss to take time off/rearrange my schedule more than a day in advance. Before I go any further, last week, I called Gabe to see if there was anything they could do to expedite the order (since I had already been waiting 2 weeks longer than they said), and he promised he would call back the next day. Alas, no such phone call was ever made!

So I went into the store after work, only to find that Gabe wasn't there; a floor manager spoke with me and pulled the file, called the store manager, and said that they were sorry and that it would have to be the 10th.

I called today and asked to speak with Gabe. I told him it was unacceptable that I had not yet received a call to set up a time for delivery the day after tomorrow. He mumbled through a few sentences, and I told him that if they cannot have my furniture to me by Wednesday, I want a refund. He replied, "Fine, I will see about a refund."

He then said he was going to speak with a manager. So I said I would wait while he did that. Then he hung up on me. I figured it was a misunderstanding and decided to wait an hour or so to see if he called back. This was around 5pm, so if he hadn't called by 6pm, the manager would have already been gone.

I called back at 6pm and asked to speak directly with the manager. The woman on the phone said that the manager was gone but that she was the floor manager and asked how she could help. I told her what the situation was and that my husband and I had been sleeping on the floor for almost a month. She immediately apologized numerous times. (i am certain she was sincere.) She said that she was going to leave a note with the manager and call to follow up with him tomorrow to see if I could get 1/3 of my money back. If that happens, I will be fairly satisfied. However, I doubt that the manager will call me as 2 people claimed to have spoken with him on my behalf, and I still have not heard from him.

If any of the people i had spoken with previously had been even 1/2 as nice as this girl (i am sorry that i can't remember her name now.), I wouldn't be nearly as unhappy as I am now. However, I have found the rest of the staff to be completely unhelpful with the exception of when they were taking my money of course.

I will never ever shop at Ashley Furniture again, and I hope that I actually get my furniture next week unlike some of the people who have posted here. I certainly feel horrible that so many of you have had worse experiences, as I can't imagine how mine could get any worse. I have also paid almost $2000 for this furniture that I have yet to receive and really economically don't have the money to "splurge" like that.

Ashley Furniture should be held accountable and make good on this promotional scam they advertised. We would have gone with Suburban Furniture for our Family Room set if it wasn't for this offer. In today's economy, $500 is a lot of money!

Today, I walked into the Woodbridge store and asked for Mr. **. The person that greeted me said he was on vacation and is returning this Saturday contrary to what the North Brunswick store said. I asked for the sales manager only to find out that she was the manager. She said they don't handle customer care issues there and I need to call the call center. Excuse me! She's a manager. I asked if there was a general manager and was told the stores are not setup like that. Managers don't address customer complaints. How absurd? Who does business in this manner? In conclusion, I would never enter into another Ashley Furniture store after reading all the negative remarks.

The date is 05-17-2009 and I have yet to receive furniture or my money. When I called yesterday to speak with the manager, asst. manager, or vice president, no one would take my phone call, and again no one called me back. During this entire process, I have made approximately 50 long distance phone calls to Ashley Furniture. I have nothing to show for my $1,300+. All I want is my money back, and they can't even give me that. Yet, they made me pay 100% upfront in January. This is the worst customer service I have ever received. I would never recommend anyone shopping at Ashley Furniture Homestore.

Not only did I receive the couch in 10 days from Evans Furniture, it arrived with the Ashley's Furniture tags since Evans orders some of their furniture through Ashley. Is my original order through Ashley being put on hold so that other companies can order through their store, gaining them more business? Is there anything I can do to actually get my furniture in a timely manner? I am tired of sleeping on the floor. I would like my bedroom set. I would have cancelled the order and went somewhere else, except this store charges a 30% restocking fee and that is a lot of money considering my order was $5,000.

The woman I spoke to said that our order should be in within two weeks. Now putting our arrival time at 10 weeks. At 10 weeks, I made another phone call. I was told at this time that my order, both orders now, should be delivered around the 15th of April. I was irritated as I was going to be out of town at this time. However, I should have known by this time that it was all a farce! My furniture was in fact never going to be delivered on April 15th. I called back on April 18th as I had not heard anything about my order and was told that it would be another 2 weeks. What?! You can guess how this worked out. At the end of April, I made another call and was told that my order should be delivered around the 11th of May. Right!

Well one of my orders did come in and was delivered over the weekend. It was the second order I made - arriving at 10 weeks. I am still waiting on my first order. I received a call last Friday, 5/9, and was told that my entire first order was on hold because part of it hasn't even been made yet! Again, what the **! Apparently, they don't like to split up orders so they have kept 75% of my order (that is ready) to be able to ship it altogether. Now my expected ship date is May 24th, which makes this a to be continued saga. One of my major issues here is the ** that I am being given. As well, it irritates me that I have to make the phone calls. Not one time, until this last Friday, had any Ashley representative called me to apologize or warn me of the dysfunction within the company.

I have however heard several times now that I am not the only one having this problem. I was told by one employee that the company has oversold its products and pissed off hundreds of customers with the lag on delivery. What I want to know is, how does this company intend to make this up to their customers? Are they going bankrupt and this is part of it? My suggestion to anyone else in this same position is to contact your local Better Business Bureau and the owner of your local store. This is what I have done. Also, research your local store to see if it is going out of business or bankrupt. I have found several stores across the country that have or are going bankrupt. So far, the one in my town is not, but these kinds of issues seem to imply that it could be heading in that direction.

Since we paid with a credit card, they would not write us a check. They had to place the purchase amount back on our card. They promised that within 7-10 days, we would receive our refund. Today is day 10, no refund. I just called, oh silly me, it is 7-10 business days. So, we are actually only on day six now. I asked if we could have a check refund in four days if the refund isn't back in our account. The very quick and final answer was "No, you will be refunded in the same manner in which you paid." Oh, really. Well, I am quite sure they had our money within a couple of days - probably hours. They have sat on this for four months now. I bet we don't get our money back with interest!

I have heard horror stories from other unfortunate local customers since our little fiasco started with Ashley Furniture in Chico, CA - people waiting for months for furniture and then having 30% of the purchase price withheld from a refund if one is requested. I want to warn every single person who is capable of reading these words and might consider shopping at Ashley Furniture in Chico, CA, do not shop at Ashley Furniture in Chico, California. If you do, you better walk out of the store with your product the very day you purchase it or it will be several months... if ever, that you might get to use your new furniture! We are at week 15 now. No refund, no dining room table, and really I am not holding my breath for four more days because with the track record of Ashley Furniture in Chico, CA, we will most likely be dealing with this mess for a while. Regrettable, very, very regrettable.

Sorry for the rant but the point is, I'm still waiting for an entire living room set that should have been delivered last week. I'm canceling holiday plans this weekend, as I have no place for my guests to sit and Ashley is to blame. I do not recommend making any purchases from their store and I wish everyone who's done so recently, good luck!

I immediately called Customer Service and explained the issues. A tech was scheduled to come out on April 7, 2009. The service tech came out on April 7. His findings were the couch is defective. The customer service rep he reported to (Sandra **) gave him and us a hard time when we spoke with her. She told us the couch is not defective, it's the way we are sitting on the couch. There is only one way to sit on a couch.

Ashley Furniture is unwilling to refund our money. I do not want another San Marco model or anything else from that store based on this experience. On April 9th, the lead customer service rep, Juanita **, made us an offer to exchange the San Marco for a different model couch. However, we would have to pay $150 restocking fee. If it were simply that I didn't like this furniture and wanted an exchange, I'd understand her gesture; but that's not the case. The fact is, I purchased a defective piece of furniture.

I think it's unethical to make consumers pay a restocking fee when they receive defective products nor should they be forced to take a carbon copy of that same product. Also to note, upon during a little research as a result of this incident, I've found several complaints online against Ashley Furniture. Something needs to be done.

I received a call from Cynthia (Customer Service) gave her the information. Cynthia said she would set up an appointment with a technician. She would call back with a date and window of time. I asked why this needed to be done if I was supposed to receive a new headboard? She said that this was procedure. I got a call back with a date of March 07, 2009 between the hours of 9-12. I requested a time change due to a funeral and was told that there was nothing available for another 2 weeks. I informed her that I did not want to be stuck with the damaged furniture because Ashley Furniture was taking so long to correct the problem.

Cynthia said she understood and that I needed to speak with my salesperson. I called Steve after hanging up with her. He stated that he did not know this was going on and he would speak with his Manager and take care of it. He also said another headboard would be ordered and it takes about 10 days. I informed him that my parents were driving to Atlanta and would like them to bring it with them. Two weeks passed and I called Mr. ** inquiring about the headboard and was informed that it had not been ordered. He apologized and promised to take care of it personally.

I went into the store twice on visits to Tallahassee and was again informed that the ball had been dropped. I spoke with Mr. ** again on March 18, 2009 and got the same apology and promise to speak with his Manager and take care of it. He would have his manager call me. I did not receive a call. I called again and spoke with Mr. ** and his manager, Mike **, on March 21, 2009. Mr. ** apologized and asked what he could do to make this right. I was offered a $100 in store credit. I summarized the previous events and rejected the store credit. I told him that it was not in my best interest to spend more money in his store when I haven't received the merchandise I had already paid for. I told him that the expense would be too much for me to get the headboard because I did not want to pay another $200 for van rental to receive the headboard. He offered to have the headboard shipped to Atlanta and to pick up the damaged headboard in Tallahassee. I agreed.

I called again on April 01, 2009 to check the status of the replacement and the arrangements to remove the damaged item. I spoke with Danielle in customer service; I also asked for the number to corporate. I was informed that she was not allowed to give out the number to corporate, but I could speak with the manager when he returned from the bank. I told her that I would sue to get this resolved since nothing Ashley Furniture has promised has come to fruition. I was informed that Mr. ** was on vacation and Charles ** would call me today. Mr. Charles ** called and was very rude. He admitted that they had dropped the ball and stated that he was willing to order another headboard and deliver it to my parents' house. I told him that was not the original agreement and it was unacceptable. He said, "Do what you have to do," and hung up.

So I called the distribution center to cancel my order since you can't cancel it through the store and got no answer. Leaving message after message with Johnathan ** and getting no response, all we could do was call email and file complaints. Finally, Jonathan called after having my attorney get in touch with him promising my full refund and canceling my order. Now it is February 9th and we still haven't received the 5600-dollar refund. I have contacted Better Business Bureau and keep having my attorney try and get in touch with somebody but even he isn't getting a response. At this point, I don't even know what to do...

John **, furniture technician, arrived at my home on December 19, 2008 to assess the problem. He took several pictures and stated he would show them to his supervisor for further determination. I received a call from a Barbara on December 31, 2008 stating a tech could be sent over to touch up the minor flaws; however, nothing could be done about the gap in the table leaf. This was disconcerting to me as this was the principal problem noted in the very beginning of delivery. I requested to speak to her superior and was told she would have someone call me. I did not receive any communication from anyone to address this matter. I am requesting another table, either same style or another style of table.

On January 6, 2009, I spoke with customer service representative, Sandra at 904-880-5860, ext. ** to inquire into this matter since no one had bothered to contact me. Sandra requested I take some pictures and email them to her for her to show to her supervisor. I went out and purchased hardware necessary to do this with my camera. The next day I did send several pictures via email clearly demonstrating the gap in the leaf of this table and some other flaws. Sandra confirmed receipt of these pictures via subsequent telephone conversation on January 7, 2009, and stated I should expect a phone call from her supervisor to address this matter. I have not heard from anyone.

On January 27, 2009, I telephoned Sandra and stated I had not received any communication. Sandra stated she would relay this to her supervisor. I did not hear from anyone and on January 29, 2009, I called Sandra at her extension and left a message. As of January 30, 2009, I have not heard from anyone at Ashley Furniture HomeStore.

I am very surprised that Ashley Furniture HomeStore, a store that prides itself in being #1 Selling Furniture Brand in America, as per advertisement mailed to my home, has not had the decency to communicate with me on this important matter. When I spoke to Sandra initially, I expressed that I had not purchased a new dining set in my life and had made a sacrifice and invested a large sum of money to purchase this dining set.

We were called by Jonathan from the distribution center to schedule a time for Ashley Furniture to come pick up the furniture. My husband is in school full time so I took a half day off work to make sure I was home during the time we were given for pick up (02 Jan, 2:00-5:00pm). No one called and shared anyone was running late, but I sat at home and waited until 6:45pm is when the truck finally arrived to pick the furniture up! They were out of the house by 7:30pm. Why did I have to take a half day off work? Time is money and I am requesting Ashley Furniture pay for the time I took off work because they failed to complete an obligation they made. I make $27/hour - time off from 1:00-5:00pm on 02 Jan 2009. If proof of time off is needed, we will supply it.

Also, if you need wage verification, we can provide that as well. Secondly, we were told that we would receive a full refund in the amount of $2,600?? Once our furniture was picked up, we have not heard one word from the store. We stopped by the store because we had left numerous messages and no one replied and we found the store was closed and the doors locked. Today is 22 Jan with no refund check or phone call and I am beside myself over this whole ordeal. We have literally been living off the floor. We both are disabled veterans and have severe orthopedic issues which have been significantly aggravated by this as well. We have been overly patient and I have written multiple emails and have left messages for the store to contact me. I have not received my refund yet.

After a couple more emails going back and forth, I got in contact with their Customer Service Supervisor who told me that the set is showroom quality (which it is not because of the defects) and that they will not exchange the set. I have filed complaints with the Better Business Bureau and the Consumer Protection agency. I will make sure not to purchase anything from Ashley's in the future. It is very discouraging that large stores like that do not think they are responsible if they sell bad product.

We have only had this set for about a month and are highly dissatisfied. They have since called and offered for us to come pick out a new set. After the way that we were treated, and after being kicked out of their store, we in no way want to go in there, nor ever do business with them ever again. We want a full refund for the set, warranty, and the deliver cost. We have contacted the BBB, and the courts. No one at this location will give us their last name, and none of them are registered as a representative for that location with the BBB.

They sent a request to a consultant to come and look at the furniture. They called me a couple weeks later and made an appointment for 10/2/08 at 8AM to come and look at the furniture. He said he had to write it up and submit a recommendation. 3 weeks later I received a letter from Montage dated 10/15/08, saying they sent a request to Ashley Furniture (to Vanessa) to order the parts to replace the whole back of the couch. They said I should receive them in about 4-6 weeks, which would put us in around 3rd week of November. I received nothing and heard nothing. So I waited until December 16th and called Montage (Kim). They said I had to call Ashley Furniture directly since it is in their hands. She gave me my claim number (#**). I told her I always had a difficult time getting a hold of the store (either no answer or voicemail is full). She said keep trying and to call back if I can't get a hold of anyone.

I did call Montage back on 12/19 and spoke with Heidi. Updated her and she tried to call the store herself, but was not able to get anyone on the phone (left message). She said to keep calling the local store. I am so mad at this point. No one is held accountable! I asked for a manager from Montage to call me back and no one did. So I kept calling Ashley Store and was able to leave messages for someone to PLEASE call me back and left my claim number/name/phone number! No one called. On 12/29/08 at 1:06PM, I left another message. No one called. Same day (12/29) I found another toll-free number (1866-307-3038) for customer care and called that one. Message was they received an extended vacation until 1/5/09 and to call back then.

I am furious. On 1/5/09 at 11:10AM and 1/8/09, I called the 1866-307-3038 number again and had to leave messages! So TODAY, 1/9/09, Jonathon calls me back from 1866-307-3038 (ext **). He said he just ordered the parts today (order #**) and doesn't know when it will be shipped to me. It shows "delayed" in the manufacture field so he has no way of telling how many they have laying around that could be shipped. He didn't know if they even had any at all. So he could not give me a ship date from the Mississippi plant. Basically I just have to wait it out. I asked if he could call me back and let me know. He said no, he does not have the time.

I am so upset over this and I will NEVER purchase anything from Ashley Furniture again! They simply could care less about the customers they have sold to in the past. I have told friends about my situation and one is similar to mine that she hasn't even filed a claim on her ripped furniture yet. Poor quality and poor customer service. I would love any advice on what I should do at this point. It should not take 5+ months to take care of this!!

During delivery we noticed that the coffee table was wobbly and the delivery man made an attempt to tighten the screw and it still wobbled. After sitting on the sofa during the first week, we notice that it wasn’t comfortable. It felt like we were actually sitting and sliding onto the floor. When we looked under the sofa, we could see the frame of the sofa bed sitting on the floor. It appears that the frame may be broken. Also, it turns out that the sofa bed, recliner and loveseat are stuffed with polyester fiber fill, the really cheap stuff where good quality foam should be used. The fiber fill doesn't stay in place and the furniture has lumps in the back from the poly fill moving or shifting and the seat cushions of the sofa are flat. The entire leather furniture appeared to be sprayed with something to color it. This spray wears off. My NEW furniture is quickly looking to be years old and worn out. The furniture also has strings hanging where the stitching is loose. We called and complained to Ashley Customer Care and they sent a technician out.

1st Visit, technician came and evaluated the problems. He tightened the screw of the coffee table. He said that he had to get poly fill from the warehouse and order three new seat cushions for sleeper sofa. He told us to call when we receive the cushions from Fed Ex. 2nd Visit, I called to inform them that the box was received from Fed Ex and the coffee table was still wobbly. The technician came out. He opened the box to find only one seat cushion. He stuffed the back of the sofa with poly fill and said that he will have to order the two seat cushions. Of the 6 piece dining room set, he fixed the leg on the bench seat, which had fallen off. He took the coffee table to the warehouse to have it repaired for the third time. 3rd Visit, the same technician came and brought the coffee table back still wobbly, we just put it in our storage room because we no longer had use for a wobbly coffee table. He asked whether we received the cushions from Fed Ex. We told him no and he said he will check on the order.

I called to follow up on September 16, 2008 as to the status of the repairs and to send a manager or supervisor out to evaluate my furniture. I was told by Vanessa that she would be sending someone out on September 26, 2008. Received a call from Vanessa on September 23, 2008, that they no longer own any stores in Columbia, South Carolina and I would have to deal with Ashley direct. We feel that we were left without any recourse. We have bought several pieces of Ashley furniture pieces in the last six years ago and have been very pleased. Obviously, our latest pieces were not constructed well enough and were made of poor materials. Please HELP! As furniture is not cheap, and we cannot afford to just let this go or pay for poor quality furniture. This furniture has cost us $3,163.93.

Paid in full by check $1133.12. Check has been cashed by Ashley. Store has a closed sign on the door. Store has money and furniture. Contacted corporation office for Ashley. Associate stated that they are waiting on a list of sales from the store. They stated that once they receive this list, they will start contacting customer to arrange for delivery. But, they can not confirm if my name is on the list of customer. Stated that I have a copy of the receipt and can send it to them. They stated that they can not accept this, they must wait on the information from the store.

Furniture was purchased on my son's birthday as a gift. He has been sleeping on the floor while we await the delivery and using bags for dressers. Issues are developing from this sleeping situation. I was released from my job in July 2008. I made this financial sacrific for my son.