Ashley Furniture Reviews

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.

Finally Customer service promised me they would re-order everything. That never happened either. Then they told me they would NOT re-order & that I had to keep those damaged items that they supposedly touched up & they were going to deliver it to me again. I told them not to because now I'm being given false information because I was already told I would get my things re-ordered brand new damage free!! So I went down personally to the store to just request for my money back & they sent me to the Warehouse to speak with them because they were the ones that had the say so if I could get my money back.

The Manager from Warehouse said yes after 2.5 hours explaining everything to him and practically begging him to just give me my money back so I could go somewhere else to purchase my furniture because I had a very stressful experience with them and with my 3 kid's there I started crying of frustration because he didn't want to give me 100 % money back he wanted to charge me 30% off total order for wanting my refund when it wasn't even my fault the merchandise was all damaged & that I was having alot of problems with customer service to even get my things re-ordered and back to me.

It has been 10 weeks since I was promised by the warehouse manager would get 100% refund & I have NO refund yet. In between that time I've spoken with the girl that was in charge of putting back the money (Ella) many times & with 3 managers and still have got NO REFUND!! Everyone I speak with just says I'm really sorry I will put that credit back right now. The most it was supposed to take was 7 days. I am supposed to get $2900.00 put back to the Bank that was financed through and $375.46 back to my Wells Fargo bank account. Grand total of $3275.46.

The same piece in the loveseat is made of plywood.

The owner of the store tried to get Ashley to pay for the repair. They refused. Last I know, they were sent the broken piece of particle board to see if they refund the store. We were lucky that the owner of the dealership was a gentleman and stood by what he sold us.

At this point, we took out all of our Sealy paperwork for the mattress to determine if we could get the mattress replaced. We were surprised to find that our mattress has a 10 year warranty. Following the directions given in the warranty paperwork, we contacted Ashley Furniture, who had a mattress technician (Rick Bandy) visit our home and inspect the mattress on 7-18-08. He agreed that the mattress was defective, noting that the inner springwork was protruding 1-2" from the side and bottom of the mattress and that the pillowtop materials had curled under themselves, creating ridges and bumps. He stated that the mattress was definitely off-center, a condition that would be impossible to achieve with regular use, and hypothesized that the mattress may have been "banged" in shipment to create such an effect.

My husband spoke with Rick B. on the following day over the phone, and was told that we simply needed to return to the store and pick out another Sealy mattress, and that Ashley would pick up our old mattress and deliver the new mattress free of charge. He told us to speak with Dennis D. or Joe O. when we arrived at the store for assistance. We visited the store that day, 7-19-08. Dennis D., the store manager, told my husband that he was completely ignorant of our situation and that no one had informed him of our claim under the warranty. He asked that we wait and speak with Joe O., the manager of mattress sales, who was at lunch. We perused the store and waited for about 30 minutes before Joe O. arrived. Mr. O. told us that he had talked with Mr. B.

We first asked if our mattress was still carried by the store, to which the answer was no. We then asked which mattresses were comparable and at the same price as the mattress we originally bought. We were told that there were none. Mr. O. then proceeded to tell us that we should move into the next line of Sealy mattresses, the Posturepedic line, and insisted that we should get a pillowtop again. When we noticed that the least expensive of these mattresses was not a pillowtop and was $200 more than what we paid for our mattress, we referred to the Sealy warranty, which states that "if identical materials are not available at the time of product service, Sealy reserves the right to substitute material of equal or higher value, or, at [their] option, provide a refund."

We expressed that we felt having to pay more for a mattress after having been sold a defective one which had become unusable, simply because Ashley and Sealy no longer made that particular mattress, seemed to add insult to injury, and seemed unfair to us as consumers. Mr. O. replied that it was standard procedure to offer another mattress, and that if the price was more than the original mattress, to have the consumer pay the difference. We agreed that this was reasonable if the consumer chose to take a different mattress, but that it seemed poor business when the consumer had no other option but to take a different mattress. He replied that they may be able to "work with [us]" on the price and proceeded to try to have us begin trying out mattresses. I declined, stating that I could not shop wisely before knowing how much they could "work with us," and I asked to be told which mattresses they could "work with us" to get to the original price that we had paid before we began trying out the mattresses.

Mr. O. skirted my request by telling us about the construction of the posturepedic mattresses, again trying to have us begin selecting a mattress. I again stated that I would not try any mattresses until I knew which ones would be in the price range of the one we had originally purchased. Mr. O. again told us that Ashley had no mattresses in that price range, at which I reminded him that he just said that he could "work with us," and I asked once more to know the exact amounts and mattresses we would be considering. He began to explain that the Posturepedic was a higher line mattress than the one we had originally purchased, and once more began to try to have us shop the mattresses.

At that point, I directed him to another area in the mattress showroom where I had seen (during the 30 minutes we had been waiting for him) another Sealy mattress, which was not a Posturepedic, labeled as a Halsey Gallery II Ultra Plush Euro Top, with a price that was $200 more than the original mattress we had purchased. I asked if he could "work with us" on this mattress, since it was nearly identical to the one we had purchased and was just an updated model. He answered that this was an inferior mattress to the Posturepedic and that we really needed to go with the Posturepedic. When I asked again, he said that he didn't think he could get the price down on that one. He then took us to the children's bedding area of the showroom and showed us yet another Sealy mattress that was not a Posturepedic, but which was obviously not of the quality of the mattress we had originally purchased, and which was still more expensive than the mattress we had originally purchased.

Again I asked Mr. O. to tell us how much he could "work with us," explaining that I was aware that there was a substantial mark-up on mattresses because Mr. B. had mentioned during his visit that he was able to get an expensive Sealy foam mattress at a fraction of the cost directly from the warehouse. He again led us to the Posturepedic mattresses and said that we would have to pick out a mattress, because the amount he could "work with us" would be dependent on the particular mattress, giving as an example that the higher end foam mattresses were marked up much more than the others. We randomly chose a lower end Posturepedic mattress that had no pillowtop and was priced at $1199. 00, a difference of $300 more than our original purchase. Mr. O. left us and went to a phone near where we were, where he talked for about 10-15 minutes, and where I overhead what seemed to be a personal call complaining about what Mr. B. had mentioned to me.

Upon hearing this, I went to the sales area the rear of the store and asked the two women were there if I could have the phone number of the regional or corporate manager of Ashley. One of the women began to give me the number of someone named Mark before the other woman cut her short and told her not to. That woman proceeded to question me, rudely, about why I needed the number. When I explained to her our situation, she said that there was no district or corporate manager, only the store manager to whom we had originally spoken upon our arrival.

At the same time, the other woman handed me a number for Sealy. I said that I really needed a number in case I called Sealy and they needed to contact Ashley regarding the warranty, at which the first woman handed me a number for Ashley customer service.

When I returned and Mr. O. realized that I was within hearing distance of his call, he quickly ended the call and said he would be right back, then hurredly left for the sales area at the rear of the store, where he could not be followed. After another 10-15 minutes, he returned and said that he could give us the mattress at a price of $999. We declined and said that we would follow up with Sealy and Ashley customer service to try to get this resolved, at which he told us that he would be unavailable the following week because he would be on vacation.

Incidentally, while we were waiting for Mr. O. to return, we happened upon a Sealy mattress in a bedroom ensemble on the general showroom floor, which was not a Posturepedic and was very similar to the one we had purchased (though under a different name) which was priced at exactly $899.

Today is Monday, 7-21-08. I called Sealy this morning and was told that all warranty issues must be handled by the retailer, that the retailer is in control of all options regarding the replacement of our mattress. The customer service representative insisted that my mattress only had a 3 year warranty, even though I told her the exact name of it and I have the paperwork indicating a 10 year total and repair/replacement warranty. She said that Sealy would only "step in to assist" with the warranty if the retailer no longer carried their line of mattresses or if we had moved and there was no retailer in our area.

As I write this, I am on hold with the Ashley customer service number given to me at the store. I have been on hold, hearing a recorded message telling me that my call is important and that someone will be with me shortly, along with several Ashley sales promotions, for 2 hours and 45 minutes. Meanwhile, my husband called the Ashley store on my cell phone and spoke with Dennis D., the store manager, and was told that we can choose a Sealy mattress and pay the difference or receive a store credit to use on anything in the store.

After this experience, I have determined that if Ashley will not allow me to choose a Sealy mattress from their least expensive price range (with a 10 year warranty to match the one I had originally purchased) at no extra charge, to replace the defective one it sold and delivered to me, I expect to have a refund of my entire purchase cost, including delivery fee, so that I may patronize another mattress retailer with my business. We are unable to sleep in our master bedroom, we are out of $899 for a defective mattress, we do not want to be charged additionally for a new mattress

After the fit I had they said I could pick out something else at the store. Everything in the store was poorley made. I did not want a thing from that store. They said they had a policy of no returns. They did not tell me that at the time I bought it . The store had just opened and there was not any notice stating that. They were very rude and my husband went and had to pick out a replacement set that I hate. Now I am stuck with a cheaply made leather set that is all ready looking bad and I did not pay a cheap price.

After waiting for a couple of weeks and still not hearing back from their customer service, I called them and to my surprise was told that the technician had stated in his report that the leak was normal and we may have used a high power vacuum and caused the same. After many more conversations, their customer service agent Jamie called me up in early May to state that Ashley would take back the furniture and would give us store credit to buy an alternate set. I waited for a couple of more weeks to get the credit - but nothing happened. On May 17th, I again called up Jamie who indicated that her supervisor Ron or manager Tran were supposed to have gotten back to me by now - and apologized profusely for the delay. Two more weeks go by and nothing happens.

I called back on the 7th of June and to my surprise was told by Kim (another customer service rep) that Jamie had quit the company and had thrown all her case paper work in the trash. After being asked to speak to the manager, I was transferred to Tran who wanted me to send him pictures of the leaking fiber (to start the process all over again) for him to make a decision on by Tuesday (6/10). I posted a youtube video and sent him a link. Till date - as expected - no response. I am quite sure they have no intention of fulfilling their warranty.

We paid $1625 + delivery charges for furniture that looks like a camel going thru puberty. Your help would be greatly appreciated. Update 07/06/2008: Ashley had the damaged furniture picked up a few days back and stated that they would give me store credit for the same. I went to their store in Fremont yesterday to buy a replacement furniture. After selecting the replacement (and agreeing to the difference in cost of the new furniture), I was told by the store manager, Ray, that I had to pay $119 for the delivery - which I think is absolutely absurd taking into account the fact that I had paid the same the first time around.

Not only have I gone thru months of torture, now I am being asked to pay addl for services that were committed to earlier. Resolution: At this point I am frustrated to a point where the only recluse is a full refund of the entire amount.

i made several attempt to get my money or some form of credit back, and got no where. finally i found my receipt in april 2008. my husband went back to the store which is still there to enquire about the credit. the associate told him that they had changed management and he should go to the ashly furniture located on fordham road. i went to the location on fordham road with the receipt and explain the situation to the the associate. he immediatly called his manager over a cell phone to explain the situation. when he got off the phone he told me that the manager said he was not responsible for this and does not wants to be bothered with this. i asked to speak with the manager and he said that he is not allowed to give out his number. i ask for his name, he told me it was Sam, but did not know his last name. this associate told me that he has only been working with the company for 2 years but does not know what his manager last name was. and sam,never meets with anyone.

this just seeems to be untrue. he also stated to me that sam said that there was another company using their name to sell furniture. he claims that their company just establish about 2 years ago,and my receipt was dated from 2003. now how can this be. i then asked the associate to see one of their receipt books and the receipts were identical only the address was different. i ask the associated that he can make a copy of the receipt to show it to his manager, but he refused. he claims there is nothing they cam do about this, and i lost my credit of $300. ashly furniture has 3 locations on fordham road in the bronx.

$300 is a lot for me to loss. if i cannot get my money back i deserve a store credit.

The Chairs are omitting a toxic odor. This chemical odor is so bad that I get a major headache, dizzy, sick to my stomach and burning, watery eyes as soon as I enter the room.

These chairs were located in my master bedroom..They are now outside on the patio to air out...The smell is still present, even outside.. I beleive that the chemicals in the fabric,and or foam padding is very dangerous.

I called Ashley Furniture to report this problem, and they told me that this was the first time they have ever had a complaint like this. They offered to send out a technician to Take a look But I thought that would be a mute point..They Will not take them back, Per my contract.. I am going to have to give them away or throw them away...

Purchase date 5/22/08

Called Ashley with my concerns on 5/28/08
I am concerned for my health, the health of my family and consumers in general..

Is this kind of toxic furniture being sold to all consumers..What kind of health problems is this causing in people?

Now not even 3 years old and my sofa is PEALING !! I'm not playing around this time .Writting to BBB and small clames on both Ashely Furniture & Ultra Shield .Also my warrenty I paid $300 It's worlthess ! I went on complants about Ashley Furnitur & Ultra Shield boy was I shocked .They never call back or do repairs or replace.

Well, now we have the new set and the exact same problems are wrong with it as before. Except this time the couch is 10 times worse than the first one. The ottoman sinks in the middle and the pad squishes out on the sides. The chair cushion sinks forward so when you sit in it you slid to the floor and the seam is stitched wrong along the left front side arm going to the floor. The couch cushions sink in between the foot board whenever you sit in and the back cushions which should sit on the bottom cushions barely reach. So when you look at the coach you can actually see the fabric that is lining the back of the couch. Keep in mind this is only 24hrs old.

I set up a time for the technician to come out once again and stayed at home during a holiday weekend only to be called 10 minutes before his arrival to let me know he had canceled. The next available time would be sometime during the week. They would call with a 4 hour window. I requested to speak with a supervisor to see if there was any way I could get that narrowed down to a 2 hour window seeing as how I work and this would be the 5th time I had to take off work for THEM and the 2nd cancelation. She refused to work with me and told me there absolutely nothing I could do about it. She also said they would NOT do another exchange or return on this furniture. I asked for her boss's name which she game me but when I asked for her name she would only give me her first name. She said she was the only Sandra there and she did NOT give out her last name.

I cannot afford to continue taking off work over something as stupid as furniture but in the same token I spent $2000 on something I m going to have to sit out to the curb. I do not have $2000 to be doing that with. I m at a loss as to what I can do next. We have a call in with her boss but it has not yet been returned and I have not yet set up another appointment with the technician because I cannot fit the 4 hour window into my schedule. The way I look at it they should be willing to try and accommodate my schedule. I even asked for a call ahead or a cancellation call. I.E. if somebody in my area had an afternoon appointment and cancelled I asked if they would call me and put me in their place. They refused to do that either. I am very frustrated and need some direction. I have already paid around $600.

We cannot use our furniture comfortably not to mention the time I had to take off of work to accommodate someone who should be bending over backwards to accommodate me.

They did replace the table, but the one they sent had flaws also. Someone was scheduled to come out on Dec 23 to inspect the new table. On the morning of Dec 23 Ashley called and said that the tech had called in sick and they re-scheduled for Dec 28. On the morning of December 23 Ashley again called and said that the tech called in sick but they could reschedule. I told them that I did not want a reschedule because I had found even more problems with the furniture, and I wanted them to pick up the furniture and refund my money.

A tech inspected when we returned to Fla in Oct. His boss called and denied the claim. He said we had used the chairs for a yr. and denied our claim. They sent us replacemt legs and half of them were split. The customer service warranty division in Ft lauderdale is a big JOKE.

Here is where people would make a major mistake; The minimum payment due on the bill is only $57.00. If I was ignorant enough to pay just the minimum payment, instead of the $96.00 payment discussed in the store, at the end of the promotional period the bill would only be about half paid. At that point the interest would kick in and all the accrued interest from the time I purchased the furniture would be tacked on. Then I would be charged finance charges on that entire balance until I paid the line of credit off.

Subsequently I would probably pay triple the original amount or more. I have been victim to this type of misleading loan offers before and I really want to get the word out about this.

No one has called since then to let me know of any other expected delivery date. So I called to get information. No replacements have been ordered. They plan to cancel the order. And charge me a 20% restocking fee and a pick up fee. This is not right. All I was trying to do was get a bedroom suit. No buy a used one. And each time the merchandise that I have got was damaged. Was I suppose to take the damaged merchandise and chake it up to this is how it is suppose to look. You go by what you see in the store and expect to get the same quality merchandise. Not a knock off.

Finally, June 2 came and I received the rest of the furniture, but there was a flaw in the headboard - there were no pegs in the leg of the headboard for the siderails to hook to so the bed can't be assembled. I called and they have to ship a new leg for the headboard via UPS and after I called a few days later she checks on the order and says it will be the end of June because the part is not in stock.

I received a phone call on May 9th at 4pm confirming the delivery for the following day and then I received a voicemail at 6pm stateing that the scheduled delivery was cancelled. At this time both my husband and I already confirmed the day off and was growing concerned that I would not receive my items within the allocated time frame. So I requested to speak with the sales manager to explain to me what exactly is going on. She apologized for my inconvenience but could only offer the following business day for redelivery.

was told that they wanted to send someone out to repair the furniture. My husband refused and declared that we would be sent a new china cabinet. They agreed. Two weeks later, we were very excited to have a delivery time set up to receive our new china cabinet. The cabinet was brought with a cracked leg. My husband then refused to accept the furniture, and he called Ashley and told them that they could deliver a new china cabinet that same day, or they could come and pick up all of it.

Well when November 5th came and went with no call from the store, I called them. They directed me to their warehouse location and they told me that my furniture would not be arriving until December 16th. I became agitated at that, and asked why we were not told of the delay. The gentleman explained that they had nothing to do with it.

Three weeks after our purchase we had not heard anything regarding the delivery of our furniture but our sales lady did take the time to send a mail for solicitation to a joint job venture that her and her husband were involved in, selling something. My husband and I couldn't believe it but we just let it drop to the side. Getting tired of waiting and really needing a bed to sleep in we called the store to find out what the hold up was, it turns out that some of our furniture was in, everything but the master dresser and night stand. Hey, that is great, we could live with out those 2 items, so we asked to get what was in delivered our sales lady said no because then we would have to pay for an additional delivery but Karen at the distribution center said that was fine.

The day after our talk with Karen our sales lady called us, not about the furniture but about the mail she sent us. So much for the do not call registry! The day of the delivery was a mess; our head board was broke and was put together horribly. The sectional, well only 2 out of the 5 pieces were worth keeping. One piece didn't recline, another wasn't tuft where it was supposed to be tuft, the wedge sat 2 to 3 inches lower than the pieces adjacent to it. Definitely not acceptable.

No one would return my calls. I looked up the owner and left messages on his phone. He had a girl call me to tell me no money back but would fix the table. I told her that would not solve the problem. I called again and he had his brother talk to me. No money back because they are saying it is operator error. I finally called them back to tell them I have no alternative to let them fix the table.

however it does not mentions about furniture damage and this furniture was damaged and driver did not give us the oppurtunity to look just told us to look at it if was damaged we had 3 days to reported and that they will send somene to look at it or replace it, we went to reported same day 2 hours after deliver wich was about 10:00 am 12-23-2005, when we made the report they told us that someone will call us within 24 to 48 hrs well no one call we even waited one week till next friday,12-30-05 i went to the furniture place were we purchased the merchandise then ask for the manager and explain to him that i was not happy with the furniture and the service, that we placed a complaint on friday and they told that the will call us within 24 to 48 hrs and no one had called yet and that i did not want to continue doing bussnness with them and we wanted our money back due to their lack of service and quality he then claimed that he can only do two things either charge us 30 % or send a technitian.

Once the beds, dressers, desks, shelves and nightstands were assembled and arranged in the rooms, I looked them over and I was very disappointed to find many damaged areas. There are scratches in areas of the blue paint, white scuff marks on blue knobs, there are pieces of finish chipped off right in the front on the most visible parts and in many other areas, and there are scratches, screws missing, screws falling out, rough edges, drawers that do not close flush, cracks and more. One set of shelves is missing the metal pieces that actually hold up the shelves.

This furniture looks used, but I saw some pieces being taken out of what appeared to be their original containers. I am very dissatisfied with the quality and workmanship of this furniture. I was informed that a tech would come out to look at the damage and that he would be able to fix everything and if it was not fixed to my satisfaction, then the items would be replaced. I know it is not made of real wood and this leads me to wonder how a tech would fix the damage on these pressed board pieces of furniture. There are some scratches on one of the beds, that were obviously filled with wood putty and they look terrible.

We wanted to cancel the order at this point but were advised that we would be liable for a 30% restocking fee. After asking what they were going to restock if our order has not been made yet, we were told it was a Cancelation fee / Restocking fee. We contacted the store again 3/23/05 and were informed that the furniture was scheduled to ship 4/8/05.

The funds were going to be credited back to our bank acct on the same day feb 18th my wife realized that she had lost her atm/bankcard which is the card that we purchased with- So on Monday the 21st we called and spoke to Jon and he stated that he does not show funds be returned by our bank Citibank - we called Citibank and Mastercard and both entities do not show a transaction going in or being declined @ any point into our bank - we then proceeded to call back Jon and he was not in so the acting Store Manager on Tuesday the 22nd of Feb was Matt and Matt stated just to dispute this with the credit company and there is no reason that we should have to wait 30 days to get our money back.

Eventhough it was badly wrapped with a plastic bag you could still see it was dirty and that it wasn't a new mattress at all. I send it back to the store and that same day went to speak with the manager, he told me that they didn't have the mattress that i paid for in stock (which they never told me) but that i could pick something else for the value of the mattress. He also told me that i could pick another of the mattresses that they have there which didn't have the same value of the one i purchased but that my money wasn't going to be refunded because of the contract that i sign.

We called to complain and requested someone different be sent. The service manager came and looked at it and said the section may need to be replaced and that he would write his report and someone would get back to me quickly. He ordered all new insides for the recliner and said someone would come to replace it. I never heard from Ashleys like the man said I would so I left 2 messages for the manager at Ashley's and she never returned my calls. I spoke to another person at Ashley's who promised to call me on 9/30 but never did. 10/1 I called her and he said she was so busy.

They still can not tell me if the one section will be replaced and now say they want to send another service tech out to evaluate everything. I reported on 9/27 that yet another section is falling apart and need more service. This couch is falling apart and made so cheaply. It is not the quality we saw in the store when we picked it. My problem is this is so badly made it will not last 6 months. The people at the Ashley's do not follow up like they say they will and do not return phone calls and I can not get an answer as to what will be done.

Of course they did not tell us that the leg was not secure to the table, so when i tried to move it, it fell completely apart. I called the day after i recieved the furniture to tell them about the three problems, they said they would fax it to the customer service dept. I called three times in two weeks and each time they said they would fax a new sheet to the customer service dept because the fax was probably lost. To my suprise no one ever called.

I call the customer service line a few times a day and rarely get an answer. It has now been five weeks and nothing has been resolved.

I purchased the warranty, I was promised that I would receive a copy of this warranty upon delivery of the furniture. I got the furniture and there was no copy of this warranty, so I called Maureen the person I was directed to by Ashley furniture, she said I should have gotten one but she would mail one, nothing came. In June I called again looking for the warranty, as I now have stains on the chairs and the sofa is coming apart.

Maureen gave me the phone number for Stainmaster I called and spoke with stainmaster, I told them my situation and the man quizzed me for dates of incident I told him I did not have exact dates of when the spill happened. The claim was denied for being outside the scope of the contract (which I still could not get a copy of). I then received a copy thereafter of this contract which is VERY limited, and very different from the one I agreed to purchase from Ashley Furniture.

I called again in September because the dining room chairs are falling apart, and that claim is now being denied because of the first claim, I have called the store, not only are they disorganized they pass me around to tell the entire story over and over again, and then they tell me they can't do anything about it. I can not get the last names or titles of any of the personnel I speak with, everyone is very elusive and disorganized. They keep sending me to stainmaster and stainmaster keeps sending me to Ashley stating it is under a year.

So the salesman said he would give her a boxed up one for the same price. Wow, that was nice of him?! So she went ahead and bought it, thinking there would be nothing wrong with the boxed up one. A week later, her son spilled some milk on it. As she wiped it up she noticed the marbel had some strange finish on it that was literally pealing off. She couldn't believe it. Here she went to Ashley's because it sold only good quality furniture so she thought. She called them up and the salesman said they would replace the table.

They finally tried delivery today with furniture in worse condition than first. We have called Discovery Card again and requested non payment. We have been trying to get furniture since 7 June 2003 and are requesting they pick up the items first delivered and credit our account for it.

Well, now it is just over a year later and the new sleeper sofa that we purchased has fallen apart. The frame has completely separated and the only way to repair it is to remove the fabric and fix the frame internally. The couch we purchased is a sleeper sofa that has seen very little use since we bought it (the sleeper has been pulled out 4 times!). We have no children, take wonderful care of our furniture, and are rarely home to use the furniture.

The couch looks brand new when you look at it, the cushions have not even been broken in yet. I contacted Ashley's customer service and was told that the warranty was only good for one year, even though the pamphlet we recieved when buying the couch clearly states in bold print frame are guaranteed for life. The customer service rep told me that if the damage was in fact a material defect then they would fix the couch, however, we would have to pay $60/hour for labor (including the time it takes for their drivers to pick up the furniture and return it to the factory).

When I enquired, the representative stated that it could be anticipated to take at least 2 -3 hours to repair the couch. Evidently, the furniture is warrantied for life (as it states in the paperwork they gave us), however labor is not covered by the warranty!

The picked up the sofas around March 11th and returned with two more sofas around March16th. When the delivery men tried to get the sofas through our front door the scraped the paint around the door frame and scraped the varnish off one side of our oak front door. After they left we inspected the new sofas only to find that these two were also ripped at the arms. We called the store and requested to simply return the sofas for a refund. We were told we would have to pay a 30% re-stocking fee (roughly $360.00) in order to receive a refund.

We e-mailed our complaint to the corporate office and were told we would be contacted by a marketing specialist from the store. We called the store after not hearing form this person and were told they don't have a marketing specialist. They again told us a new inspector would come and look at the sofas but could not come for 2 weeks. The inspector came on April 11th and told us that again they would have to be replaced and repaired. At htis point we didn't think that the next set of sofas would arrive without damage so we called the president of Ashley to explain the situation. We were able to leave a message on voice mail. The local store then contacted us and Jim came and looked at the sofas.

He simply stated that they were a good value for the money but we said that we signed a contract for new sofas not defective damaged ones. He said that we could return them but would still have to pay the $360.00 fee. Nothing was said about repairing the damage to our front door. Jim also said that we would have to pay $70.00 for their delivery ppl. to pick them up.

May 20, 2002: I called the store again and spoke with a representative named Ashley. She said she would order another tracking request. I asked to speak with someone in the Corporate office or to the individual she faxed the request. Ashley denied my request. In addition, she told me I would be penalized 30% of the cost of my order if I canceled my order. May 25, 2002: I received a call from an Ashley Representative stating I would receive my furniture the following week. May 26, 2002: I went to the store and requested to speak with the store manager.

I am out $1400 for furniture that looks ugly, worn out, and disfigured. I would like the furniture returned and my money back as I do not trust them to do repairs again.