Ashley Furniture Reviews

Another unidentified male came to accompany us which Marco showed him the ad online as advertised. He responded it is just a picture used to advertise. I asked him why would someone place a picture of something, giving customers a false impression of what is really being offered for sale. He responded, "It is advertising." I asked Marco for the corporate office phone number and the other male told me to go online and look under the advertisement dept. At this time, I became a little angry because he didn't acknowledge me as a customer and didn't care to help me with this matter or even give me the corporate office phone number. That is bad customer service. I have purchased a $4000 bedroom set from Ashley Furniture through another company but I never expected to be treated as I was at Ashley Furniture. I looked online the next day and it seems they removed the Lansbury set off of the promotion and the site seems to be having some issues but I have a copy of it saved to my computer for proof of false advertisement.

Funny thing is that, they only had access to her name, birth date and last four digits, nothing else. When filling out her information, the salesman, Steve at the Brooklyn Ashley Furniture stated that we don't have access to customers full information, just what was mentioned earlier. Her credit limit was actually great! Steve and his co-workers actually looked in awe of how much of a limit that my mother received. I truly believe that someone in that Brooklyn Ashley Furniture store near Kings Plaza was conniving enough to try to make a purchase at Toys R Us and open up an account with Bill Me Later. This has not happened to my mother ever and it's such a coincidence that it happened on the same day as her opening up an account. I am truly pissed and upset that these salespeople or admins would do this. They will steal your money, steal your information and treat you like ** once you have made a purchase. I am definitely going to the store and raise hell with these people.

I could not believe I was hearing this piece of ** salesman talk to my husband the way he did! It was humiliating because my husband is not an idiot and those comments were extremely offensive. My reply to him was, "So you're telling me there is a weight limit on these couches? That means we are at the wrong store!” He proceeded with, "Oh, no, don't get me wrong. We have pretty good quality furniture; please don't think I was trying to be mean, but only trying to be realistic.” I really wanted to cuss him out so bad and all my husband could do was act like he didn't hear what was being said. This unprofessional salesman should be fired and Ashley furniture sued for having people like him working for them. I will never shop at this place ever again. I will make sure I tell all my friends and family not to shop there ever. And from what I’ve read from the reviews, it looks like their furniture really is of bad quality and not because of weight issues. The nerve of some people!

I am so upset. It took us a long time to save our money for this couch and I would expect it to last more than a year and a half, especially for the price we paid. I see I am not the only one with issues with the leather and the company. I would appreciate any help that you can give me. My couch looks like I pulled it off the side of the road, trashed!

I talked to another sales person and was told that there was a bed in Mississippi that they would have shipped up. I called the following Monday and spoke to the manager and told him I was very frustrated and wanted my money back, He said that was not the store policy and we could reselect. I told him I saw nothing else that I wanted there and again told him I just wanted my money back. He said he would pull the showroom model and compare the color to mine at the warehouse and would call me in a few days. That turned out to be another lie. I got a phone call one week later from the person that schedules deliveries and told them I was supposed to speak to a manager before any delivery was agreed upon.

Finally, on Feb.18, my husband and I went to the warehouse to look at our furniture. They were not expecting us, so we had to wait while they pulled our pieces. We had them open each box and we inspected to see if it looked right. It did, so we loaded it up in our trailer and brought it home. We just think there is no way it is the same suite they tried to deliver back in Jan. After getting it all set up in our bedroom, some of the drawers in the chest stick when you try to close them, you have to push really hard. The back of the mirror on the dresser was a very thin piece of plywood and the screw holes were torn, so we had to drill new holes to keep the back in place. It is not very well made, came from China, so I am not surprised. There is no way I will recommend Ashley Furniture to anyone. A very hard lesson learned. Will look for American made next time.

I didn't pay much attention since it was a new piece. Then last night again same thing happened with the first piece: it broke. My significant other looked at it: not one nail was hammered into the wood. He said to me they really did a lousy job. So instead of returning another new piece of furniture, we would take care of it. Your customer service ends once paid and you are out the door. Your delivery company and repair company also shows no customer service. I will never recommend to anyone I know going to Ashley and buying furniture. In fact, today, some asked me and I certainly said that your customer service ends once you leave the store.

I went to the store and the sales manger said that’s it. That’s all that can be done. Sorry. Oh, well, he never once stood up from his chair, never introduced himself as the manger, nothing! The final word: I guess I can try to get a temporary replacement for you. I had to ask him to call me and let me know. He said he will call in a few days. I hope it’s not the same time as their service department. Horrible experience!

Chase, our credit card company, disputed the amount with Ashley on 11/30, debit card dispute $1,854.8. Chase filed the dispute and put back the money in our account but Ashley Furniture charged the amount again with no product delivered saying they said in their receipt no cancellation or refunds. But they never delivered a product to me nor was the transaction initiated from their side. The order was immediately cancelled.

Before even I knew Ashley won the dispute, I got another bed from them but they did credit my account with the money for just the bed after a lot of phone calls with them on 02/02/2012, debit card transaction with Ashley Furniture at 320 GRE 02/01 ASHLEY FU $938.61 They still are holding my money for $916.19 for no product delivered. I have serious medical conditions and I want to pursue taking some action on my health with that money but they are holding my money for no reason. Please take the necessary action against them and bring justice.

So again after two weeks wait, they again delivered and I asked them to open it for me on my driveway and you would not believe it they had sent the same piece back. I showed the delivery guys the photos and again called up customer service to which they again said they cannot replace it. I stood my ground again and returned it. After that I called up the furniture store to discuss with the manager and the manager was rude and I could not believe him when he said all Ashley Furniture come with their bottoms unfinished. I called up the company and they said they could not do anything about it and to contact the store. After much arguing with the warehouse manager and store manager, they said the furniture comes with an unfinished bottom and as per them if I return it next time, they will start charging me. I was helpless and had to accept it the third time. Please do not buy Ashley Furniture.

They had placed the furniture & the next day I began to move it where I wanted. It was then I found that the couch had been dropped on the road outside and was black on the bottom. It was a tan sofa, so the delivery people had put it against the wall to hide their damage. The couch was ripped and the end tables had chips & scratches. I was told when I purchased the furniture that I had 3 days after accepting the furniture to return it.

I called to say that I wanted to return the furniture since it was damaged. I was told they would bring me a replacement furniture if I kept & they scheduled a delivery or replacement. I was called a week before the delivery & told that I would have to reschedule since they had no delivery drivers in my area on the date that was agreed upon. They said they could come on Christmas eve with the replacements.

That didn't work, so I took a half day off for another delivery date. I even called back to confirm if I was getting same furniture and was told that I would. On the day of the delivery, a small pick up shows up with a man with a tool kit. He was told that he was sent to repair my furniture. He took a look at the sofa & stated that he couldn't repair it because they would have to send parts for repair. His method of fixing scratches was by a marker.

I called Ashley Furniture immediately and was told that it had been 2 months so I would not get new furniture. It didn't matter that the deliverymen hid the damage or that I had called within 24 hours. It is now February of 2012 and I am still waiting for my sofa to be repaired. My advise, check your delivery with a fine tooth comb even if the guys have to wait there.

I never checked out the fabric and the salesman set up a date to deliver the furniture which was the day of the blizzard. The truck never called me on the phone the day before and I was home the entire week because of the snow. The store at 2233 Flatbush was closed and they claimed that I needed to pay a restocking fee and other fees. All I have for my money is a paid in full bill of sale.

I was not home when the mattress was installed, so I did not get to witness the construction quality. Since then, we've noticed a lot of sagging in certain parts of the bed; and our backs are still sore in the morning. The better experience we were hoping to have with Ashley has left a sour taste in our mouth we can't get rid of.

This morning, I decided to take the mattress off to see what in the world is going on. I was flabbergasted by what happened and what I saw next. First, the mattress had a horrible time moving off the bed. Once I did get it off, I discovered that all over the bottom side of the brand-new Ashley mattress were splinters dug into the mattress. I received several splinters myself trying to get the splinters out of the mattress.

Then I looked over at what I thought would be a solid piece of wood going from one side to another since I did buy a "platform bed." What I saw instead were thin pieces of super poor quality wood in the form of slats which had slid around and were not even and could not be since they weren't screwed into place. I put my hands on one of them, and with only a few pounds of pressure, the whole piece bowed greatly all the way across.

Next, I noticed that the few support-stilts there were slid around and would not stay centered. And it's no wonder; they are tall, skinny pieces of wood. Upon touching the wood and receiving another splinter, I had it! I was so upset. I called to see if Ashley was interested in fixing the product before I returned, and the earliest appointment time was February 21! 3 and a half weeks away!

With jaw still on the ground, I then called to return the bed and mattress, only to be told that you, guys, sell products but don't back them to allow customers to return more than 72 hours later. So now, I am stuck with a bed I cannot sleep on and a mattress with lots of splinters in it. And I'm left to brew about how many places I can visit and warn other consumers not to buy Ashley products.

Please don't lose more customers, Redesign your beds. A platform bed should have a solid piece of wood all the way across. That is the least you could do for my $1400 I spent. I could and most likely will have to go down to The Home Depot and purchase wood from them; any of which will be better than the cheap wood you used and create my own solution. I'm most upset with my self, because I did 3 weeks of research before buying a bed; and after reviewing all my material, I can see where most vendors on the platform bed put an indication for "solid wood board to support mattress."

When I went in, they couldn't give me any exact information because their computers were down, again. They were also down when we made our purchase. The lady at the front desk just told us to expect our furniture around the 28th and that they will give us a call two days prior to give us a time for delivery. Today is now the 28th and we never received a phone call, not one.

So my husband calls and they tell us that their is a back order for 3 to 6 weeks on our dining room table but they have our couch in store right now. They said we will not receive our order until February 20th which is two months after our purchase. Why we were never notified of this is beyond me. Mind you, we have been eating dinner on the floor and have not had a place to sit for the past month.

When we called to talk to a representative, she basically brushed us off. She said there is nothing she can do. My husband and I are completely dissatisfied. We never received a phone call for an update, we were lied to about our date for delivery, and we have to wait two months to get our order and they completely brushed us off when we tried to get answers.

We have spoken to over 20 people including Ashley corporate who informed me the warranty through montage "is a scam and never covers anything". Nice. Thanks for charging us and promising us the world and your store. The furniture is ** which is why you will not cover anything. You know it will break in a matter of months.

This is when the real trouble started. They said, "This is the bed you tried and said you liked. " I said, "No, this is not a firm!" We have been going round and round ever since and they have continued to lie to me rather then just do what the customer expects, to make it right! I call them every day and each day someone is supposed to call me back and each day, no one calls. I called them back today (01/23/2012) and was told that if I wanted the firm bed rather than the plush, I would have to pay a 30% re-stocking fee.

That's $450 for their mistake! I called Chase Bank and explained everything to them and they put a stop payment on the sale. Don't even think about walking in this place. I have never experienced worse customer service anywhere in my 64 years on this earth. They are also not registered with the Better Business Bureau (BBB), You would think that in this economy, a furniture store would do whatever it takes to make sure the customer is happy, not Ashley's. They couldn't care less!

Immediately I called the store. I was assured that everything was taken care of and someone would call me in the AM to reschedule a delivery. That did not happen. I called customer service only to be told that it takes 72 hours to process the "change" order, which is not customer service. I then called back to the store, only to be told the manager was busy with a customer, he would return my call. Second message, third message, no call back! Another day, no answers! I called customer service and requested to speak to that supervisor, how convenient, she's on another call! No return call, I call again! Still not available and that she will call me back, which she did! She can get me set up for a new delivery for what I refused- "what I refused?" It wasn't what I ordered! Next catch, the only date I can get is the 31th, or the first week in Feb! I said just cancel my order, how long will it take to get someone here to pick up the "correct" stuff? Her response, "I’m not sure, it depends on how long it takes the paperwork to go through?!"

Seriously, this is the customer service department, sad! Never again!

Corporate office is in Charlotte, NC. I informed her that I was told by this store numerous times that corporate was holding it up. She then changed her story & said they were waiting on accounting. Stated she would check on it. I did not hear anything so, I called corporate again and was promised by Arlando on last Thursday that the check had been sent. She stated that they had a lot of refunds and were behind. I said, you must have had a lot of people canceling & her response was oh no we were giving rebates.

Judging by my experience, I would say they have lost business. Since we did not receive it today in the mail. I called this store back here in Greenville tonight & asked to speak with the manager Frankie **. I asked him why we could not get our refund & he said he did not know. I said this is ridiculous & there is no excuse for this. He said,"I agree.".I informed him that he had until tomorrow morning to give me an answer. He said I will email corporate. I said, I have heard this over & over again from you people & I am tired of it.

We are in our 70's so the furniture has not been abused. We are trying to get some help, but there's no response from anyone. What do we do next? I have all my papers of this furniture. The Lane furniture that I had before this one lasted us over 15 years and is actually still great and our grandson is using it.

They gave me the phone number of the company they thought the Montrose store worked with. I called the company and they had no record of my purchase anywhere. In other words, the Montrose store took my $200 and didn't register my information for the protection plan. When I called the corporate office back and told them the situation they basically said too bad, there's nothing they can do. I feel like I was totally cheated by a bunch of crooks. I will never buy a piece of Ashley Furniture again. Beware.

When the sofa came in, we picked it up and the warehouse and drove it 110 miles to our home. After getting it in our house, we began to unwrap it. The loveseat was dark sable brown, definitely not camel. It clashed with our sofa. So we called and told them our issue. They looked it up and said that that was the only color it came in. We told them that that wasn't the color on the showroom floor and they told us it was.

We loaded it back up and drove 110 miles back to the store and made them look at it, then look at the pics we had. It was such a contrast, it was humorous. Bob looked me straight in the eye and said that that dark brown was the same color as the one on the floor. Of course it was "sold" so we couldn't compare the real thing. He said it was our camera that made the color look different. He knew darn well that we searched for non-brown items all over his store. He basically called us liars.

Then another young salesman came up and said he had bought the same loveseat and it was dark brown when he got it and after time it lightened up to camel! Really? It was all such a joke. We told them we'd spent thousands of dollars there in the past, took a day off to come pick up the item and would have driven over 400 miles that day because of this loveseat. They would not take it back without a 25% restocking fee or credit for the full amount in the store. With the way we had been treated and called liars, there was no way I would step foot back in that store. So we decided to take the hit and spend the $150 of restocking fee.

Shannon then assured us that we would have the check for over $500 within a week. It's been two weeks and still no check. I will wait until this afternoon and called and complained. I can understand the restocking fee when the customer just changes their mind. But when the item is not what they ordered and obviously so, it should not cost the customer anything. This was definitely a case of poor, poor customer service and this sort of thing should not be allowed to happen. We had proof that the color wasn't even close to what we ordered. The cell phone was a new Blackberry, which we use to take pictures of our family! They don't turn colors! This store needs to be watched!

It never has been good but now it is a joke! If I turn over to my side in the middle of the night and put out my arm, it is up in the air without support because I have sunk down so far! I have arthritis and problems with a foot. If I turn over my foot, it is also bent at the ankle because I have gone down that far in the middle of my body. I wonder if this one was even a firm and they delivered what they had on hand. I can assure if Donald uses these in his hotel, he would have some very unhappy customers. I was told there was probably nothing that could be done (it was less than a year old). And I would have to call someone that wasn't there very often to talk to him!

This set cost me nearly $3,000 and it's not as good as the cheap furniture I bought when I first got married nearly 40 years ago and that's just not right. The set is not three years old yet and it's already raggedy. Words cannot express my dissatisfaction and disappointment at the nothing I got for my money. I have sent in yet another repair request but repair is not what it needs. It needs to be junked!

Upon second delivery, in which I had to miss a days work, they brought the chair and china set but without the inside glass shelves, and on top of that, the top of the china set the wood stain finish was incomplete, and you could see the bare wood showing very visibly, which I took a picture of. I immediately called the manager, and asked him I wanted to return the whole china/buffet set, and get my money back, because I was not going to pay $1,078.52 for their poor quality furniture, and their two times failed delivery, in which I lost a day's work pay!

They came back later the same day and picked up the china/buffet. A couple of days later, I called the manager to see why he didn't charge my credit back to my account, and he told me they would only issue me store credit! I told him I did not ask for a store credit. I wanted them to credit back my charge account. There was nothing there that I wanted to buy or like. The back of my sales slip under the "Sales Terms and Condition" section which they issued, clearly states that "except in cases of delayed delivery, partial delivery, or if and item is damaged upon delivery, there are no changes, cancellations, refunds, returns, or exchanges". This condition clearly states that I can get my money back. Please advise on my consumer rights, and how I can get my money back.

She opened a line of credit for my girlfriend without our permission! I kept asking for her to supply us with documentation about this 12-month promotion and neither she nor the store manager could do so. So we politely said "no thanks" and left. Three days later we have thousands of dollars worth of furniture on the way to the house that we didn't buy! Sue not only opened a line of credit without our permission, but she also bought thousands of dollars worth of furniture with it.

My server to the set was not even on the truck and was told by the delivery men it had arrived to the warehouse damaged, and they didn't want to deliver a damaged server. (But it was ok for the table and chairs to be delivered damaged?) He said they wanted me to have something for Thanksgiving. How nice of them! They also said that someone would call me and set up another delivery. It never happened. Since then, I have been on the phone with at least 4 different customer service reps., a store manager, and a customer service manager. All of them have something different to tell me.

The table arrived damaged to them again. And the server arrived damaged again to them. A new one is coming in, but you don't get a phone call from anyone. You are treated rudely, disconnected, and put on hold every time you call. I still don't have a dining room set. It is now Christmas eve. Don't buy from Ashley Furniture please! We all work too hard for our money and deserve to be treated fairly.

Surprise, surprise! I called the store. I spoke to a rep. I told him that if I do not get the whole set, he could cancel my order. He called the warehouse. It could be delivered after Christmas. I told him to forget it, and had him credit my credit card. I feel the supervisor was just eager to make a sale. He was pushy and rushed me through the whole process. He probably knew I was not going to get what I wanted when I wanted it and figured I would just shrug it off and accept it. He thought wrong!

It is causing a health hazard. I called the day after delivery and asked that they pick them up. It is now one week later and after numerous calls, they are supposed to pick them up today. After raising my voice and standing my ground (in person) they waived the pick up fee, but are still refusing to refund my initial delivery fee of $89. I was told after the fact by the salesperson that all of their furniture contains this composite wood. The manager of this store denied that their furniture contained formaldehyde and claimed it has not been used in years. Misrepresented and misinformed equals, do not shop Ashley Furniture! If your eyes are burning like mine are now and you just got furniture from Ashley, it is formaldehyde off-gassing! Send it back! It is a health hazard.

Another fur weeks later, we scheduled yet again delivery for the foot board. The day before delivery, when I'd normally get a call confirming a window of time, I got a different phone call from the store manager saying she 'screwed' up and they don't deliver again in my area until the end of the month. The best she could do was work something out for next week. After eight weeks of dealing with this, it would be typical for me to schedule delivery next week only to find out that something else went awry. I am completely disgusted with how they treat customers. I'm sick of hearing "that's the best we can do, ma'am." I am still without a working bed and now I have to pick-up the thing myself and cross my fingers it's correct. What a disappointment! Do yourself a favor and shop elsewhere. Macy's, Bob's, West Elm, and R&F always put the customer first and would be completely embarrassed to ever find out someone was treated like this by their associates. Never again!

The guy that came to my house said that he would recommend that it be replaced with a new sofa since it was in such good shape. Our kids are out on their own; no one there but me and the wife. My wife weighs approximately 135 lbs. I weigh 185 lbs. and we are in our 60's. This whole ordeal has been going on since 9/15/2011. I highly recommend, do not buy Ashley furniture. I will not again.

Finally, I got someone who I thought was fairly intelligent to help me, but they will only send someone out on a Wednesday or Thursday. I have Mondays and Tuesdays off. I have explained that I am alone and there is no one who can be here. I told the only days there is someone in the area are Wednesday or Thursdays. This comes from your corporate office in Texas somewhere. How personal! I know that there is an $89.00 fee and still, they won't work with me. Your customer service workers are the poorest excuses for customer service I have ever dealt with. I know because I also work in that industry. However, our policy is make the customer happy no matter what it takes or our head is on the line.

The worst part of the situation is when you call with your concerns and you are to a degree persuaded that your concerns are abnormal and your picky and the furniture is mass-produced and will have problems like this and it's normal. I don't think this excuses Ashley furniture from the practice of delivering previously damaged and repaired products to customers who are expecting new and undamaged/untarnished goods.

You should consider another or any source unless you want to go through six to eight months of delivery and swapping. On the other hand, the price is certainly compelling.

They will not return phone calls and management at their customer service center is never available to talk to. This company does not stand behind their sales. Customer Service does not only take place during the sale but apparently at this company, after they have your money there is no customer service after the sale.

After waiting a month, he called the customer service department again and was very displeased with the customer service rep that handled his call. Abrupt and rude, a different customer service rep said a replacement wheel would be sent instead of a replacement chair. That’s not what we were promised when we first called in mid-October. We have been waiting a month for the replacement chair. So much for their worry-free service guarantee!

With copies of my damaged furniture and a sign warning consumers, I sat in the public parking lot in the shopping center where Ashley furniture is located. I showed others and they agree this kind of damage is not from pets, it's from faulty material. And considering the cost of the furniture, the material is lacking in durability which people expect from a sofa. I don't know anyone who purchases furniture with the intention of placing blankets on the cushions to protect from scratching. By the way, what do you say about the faulty cushions and stuffing used, which if you read the websites is a major complaint of consumers who have purchased from Ashley Furniture.

If a full refund is not given then I have other measure of publicizing the faulty quality of material used in this sofa set. Your position that it was caused by pet damage, I strongly disagree with. I'll contact an attorney today to collect not only the full purchase price of the furniture but also compensation for my time, and cost for protecting my rights as a consumer.

well as printing business cards to pass around wherever I go to discredit Ashley furniture and their practices and faulty material used in their products.

If Erika took the time to look at the websites, she will find other complaints regarding professionalism of the Corporate office of Ashley Furniture, the quality of furniture, the no-shows of technical repairs, delayed deliveries, etc.

It been three months over and over with same situation. He stated that I stated that I didn't want my money that why he didn't send me anything. I told him that, "if you owe someone something you would repay them. If I purchase a Nissan car from Nissan corp. I can't go to bank and make a complain, that would be stupid on my behalf when the complain is on the Nissan corp who I purchase the car with." I want this settled.

We are on our fourth rescheduling. I tried to send the stuff back but they told me I had to do it within 48 hours of purchase. I will never buy from them again. On top of it all, the furniture is not great quality for the price. It seemed a lot nicer in the store

Service came out on Oct 20; tech heard the noise. His solution was to stuff some cardboard between the plastic foot and the chair frame. Then he squirted WD40 on something that was not even classified as a squeak. 2 weeks later, it's the same issue, only louder. Now I have an appointment on 11/15 for another tech.

I supposedly talked to a manager on 11/8, but she was of no help. I requested that someone come out sooner than the 15th. No wonder it takes so long for service, your furniture is all faulty. Cutsomer Service said tech said there is nothing mechanically wrong with chair. Then why is it making an annoying tapping?

After reading all the complaints about workmanship, customer service and the number of complaints from customers, I am sorry I ever walked into the store. If the 2nd tech does not grant an exchange, repair or refund that is satisfactory, you can rest assured that I will be taking this to a higher level. I bought the same chair for my son and his is fine. I was horrified at the number of complaints against your company. I tried sending email to Ashley and they all bounced.

Their service guy has come out and taken pictures and explained the problem to them, but they insisted there is nothing wrong. The service guy even tipped over when he sat on it, because he was a bigger guy. And it sank down into the middle area that bad. They finally, after approximately 7 different tries at resolution, told me I could pick something different out.

I went back to the showroom, and I either sat on almost every piece or looked at it. It is very apparent just by looking that they cave in in the center. I explained to a salesperson what I was doing, and they tried to help me and went around the store sitting on all of them. They were also very perplexed to find I was correct.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Are they serious?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Kendra **, Public Relations Manager

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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