Ashley Furniture Reviews

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.