Ashley Furniture Reviews

I said take it back and deliver me a new one as I’m not planning to purchase a new bedroom set anytime soon. So, they delivered me a new one and there were scratches all along the sides, chipped paint and glue dripping along the back of the TV media chest where you would place your DVD/Blu-ray player. I noticed it after delivery. So when I called them, they were very rude about it like it was my fault or something and gave me a hard time about it, but then finally agreed to swap it out. Now my dresser, the top part of the marble, has a discoloration that randomly appeared and I’m so heartbroken over it and can’t figure out how it appeared there. All I have placed on my dresser is a jewelry box.

I called them to make them aware of this matter and they want to send an inspector to inspect the area when they should swap it out with no problems for me after all this heartache I have had since the beginning. They asked me if I placed any glass of water on the area and I answered truthfully and said no. They asked what I have placed on the dresser and I informed them that all I have placed there is my jewelry box. I don't understand what water any how would have to do with it. I’m so upset over this whole thing. I don't mind if an inspector comes and looks at it. But I am just so upset over the quality of the actual furniture I purchased. And I just feel that after everything I went through including the lamp their employees broke, they should be handling this matter a little more differently and should reimburse me for my loss of my lamp and replace my dresser.

I will never shop from Ashley Furniture ever again because they do not stand behind their furniture or their returning clients. Please help me and advise me what actions I shall take next against them, as it is not fair how much money I invested in my new bedroom set and am left unhappy with defective furniture and a broken shattered lamp to their negligence! Thank you for your time.

We were told they would "fix" it. My husband told them we didn't pay for a damaged product and we weren't going to accept one. He lost his temper, quickly, and asked to speak to a manager. Again, he was told they would fix it. He told them he wasn't going to accept that. They checked and found they had another in stock and exchanged it for us after my husband had told them exactly what he thought. We will never do business with Ashley Furniture in any town under any conditions. What store in 2012 does not allow merchandise to be returned? Believe me, there is a reason for this!

I was again advised that it would take some time for the hardware to arrive due to it coming from LA. I was assured I would have it in 3 business days and that someone would call me later that same day to discuss the matter. When that call came, I was upset with how they handled the matter and asked to speak with a supervisor. I was told the supervisor would call me and I had to wait. The supervisor called me shortly before their closing time and was extremely rude; while even-toned, sarcasm was definitely in her demeanor towards me. When I inquired as to why they couldn't ensure all the products were there since it had been in the warehouse for 2 weeks, she asked if I had been at the warehouse to verify it was there. Perhaps they had given it to someone else and re-ordered my bed frame. I don't think it so; when I called to confirm my order, the lady on the other end mumbled that it had been in their warehouse for too long.

I then mentioned that it sounded like it had been hardware that should have been attached to the headboard (which was not in a box) and should have been visible to see it was missing. She replied, “You have a loading dock where you live, correct? Were you at the loading dock when they broke down the boxes?” Well, one would assume that it was never in a box when you have two boxes intact and a headboard out on its own (with a chip at its base). I’m very displeased with how I was treated and I will never do business with Ashley Furniture again. I was told I would have it in 3 days. It's a week later and I haven't even gotten a phone call. And I am still sleeping on the floor. I paid a ridiculous delivery/assembly fee and have yet to see the service I paid for. I am losing two days’ salary for something "out of their control" and they will do nothing to correct it or make a happy customer.

I am not one to push for "free" things and often will write letters of appreciation for good service. I am just a customer looking to be treated with respect and have it handled accordingly. I did not see it with this company and I see that the majority agree with me. Do not buy from Ashley Furniture!

The tech arrived on May 22 as scheduled and spent two hours trying to install the new frame. Try as he did, bless him, he could not fix the chair. The wrong size frame was sent. I told him enough was enough, I wanted a new chair. He said it would take a week or so for customer service to call with a delivery date. I called customer service the following day as waiting for a week or more just for a delivery date was unacceptable. I asked for a delivery date and was told they couldn't give me one right now. Also unacceptable! I spoke with a supervisor who told me first off, "there aren't any at the factory right now" and after I admittedly lost my cool, told me, "It shouldn't be more than a week because we get our exchanges out right away."

When I asked the supervisor why it would take a month to get a newly purchased item, but only a week to get an exchange, she said I was talking to her like she was a child and that she deserved better. I told her I deserved an answer, at which point she hung up on me. The chair arrived on June 1 and was still not in alignment. The delivery person told me flat out there was exactly the same gap on both sides of the chair, even though it was obvious to the naked eye this was not so. I don't appreciate being lied to by someone young enough to be my grandson or by anyone for that matter. My husband is a great deal more easygoing than I am and said to just let it go. He fixed the chair himself after the delivery kids left and fortunately for us and them, I noticed they left our front gate open before I let our dog out the back door.

This was a totally irresponsible act by two young men who should have the common sense to close a gate behind them. My husband also picked up the part of the cardboard box they left in the street. This has been a 2 1/2 month fiasco. I would, given the choice, rather hang by my thumbs than purchase anything from Ashley Furniture again. Buyer beware!

When they showed up, they said they were only authorized to pick up the mattress, not the box spring. My wife called customer support and they explained that the box spring was not deemed to be defective and they would not take it back. I fought for almost 2 months with customer service and the store representative and they will not take back the box spring, even though I bought this as a set. Do not buy a mattress from Ashley Furniture. They are defective and they will not issue you a refund!

I was told by Rosa that her boss Jesse was too busy to talk to me. She knew how angry I was and didn't seem to care. I spent $6000 at Rooms To Go on Thursday of this past week and it has been delivered on Saturday (2 days later) and these idiots at Ashley's don't know what the ** they are doing. I called to the store and spoke to ** (manager) whose response was that it is a weekend and they are very busy. No **, Sherlock, it doesn't take a rocket scientist to figure out that you might need more help or teach your sales people not to lie about having product come that is already sold to someone else. I would not recommend this to my worst enemy and all they seemed to keep saying is, “I'm sorry. I understand.” There’s no mention of how to fix the problem. Poor service.

I am stuck with some very uncomfortable furniture and did not get any help from the Ashley Furniture Store of McAllen, Texas. This will be my first and last purchase from this company and recommend my friends and family to stay away from this store name. Ashley, take care of your costumers, they are the ones that keep you going.

Two weeks goes by, I got someone on the phone and I asked when is my loveseat coming in. They said it will be in the next day at my house! I laughed. No one called me about it. I got this one in, kept it but wrote on ticket that this one also has hole in same spot. I called hours later to tell them that it not only has a hole, it has metal coming out not the same color and about 15 other things wrong. Lady says she will send a tech. I said, "Did you not hear me? You can not fix this. It was made by kids. I need a new one. This is now my third loveseat." Lady says it will be in within seven days. Over the weekend, I get in the mail the part for my couch!

I called but no answer. I called the store, no answer either. Sunday, same thing! Monday, I get a man who tells me that this Tuesday tech will come out to fix my couch and on this Friday, my third loveseat will be at my house! Now, when was someone going to tell me these things?! When you listen to the messages on the phone, it says they have Ashley trucks. That is **. First truck was U-Haul. Second truck was Enterprise. This is their last try. If my loveseat has anything wrong, I'm bringing it back with the couch and I want all my money back. And I will never, never, never shop there or any other Ashley's again. P.S. I'm never shopping there again anyhow!

After getting home and unpacking it, one of the prongs in the table leaf was bent and the wood around it cracked, so they had to order a replacement table. They again called on April 23 that the new table was in and they would deliver it to us and pick up the damaged one. Now it's April 30th and still no contact from Ashley about delivering the new table! I had to call them back and the manager said he thought we already had the new one, so now I am being told it won't be here until May 3rd! Over 3 months for an order I was told would be 2-3 weeks and they have offered nothing for the inconvenience.

My furniture was purchased in the Freehold, NJ store (first time and last time)! If anyone else out there in cyberspace has had a similar experience, I would be interested in reading about it. Right now, I am contemplating on going to the store and demanding my money back (unless they lost my credit card payment in their computer system too).

At this time, I am still awaiting delivery on the rest of my order. I was told these items could not be delivered until April 21st. This involves another day that I have to take off from work and again I'm going to lose a day's pay. When I made my order and scheduled delivery, I was never told anything was unavailable. Everything was to be delivered on April 6th. The inconvenience of having to take off work two additional days without pay after my order was supposed to be delivered and not having a bed to sleep on for four days doesn't seem to be of any concern to your company. I was offered a $50 gift card for my inconvenience. That doesn't even cover half of one day's work that I had to miss.

I would like your company to take responsibility for failing to inform me that I would need multiple delivery dates in order to receive my entire order. If I'd had that information in advance, I could have scheduled a different date that wouldn't involve my having to take days off from work. At the very least, a credit to my account to my account and an apology could have been offered. But unfortunately, all the customer service representatives bothered to say was that nothing could be done and tell me I had to schedule other dates for the delivery of the rest of the order. I am very disappointed with your company and the quality of service or organization you have to offer. I can honestly state that I will not do business with your company again.

I went up to the store and they told me they would have someone contact me next day, first thing in the morning. Next day came by and no call from them. I had to call them and the delivery department set another date for me to receive the furniture for April 16. Today April 16, I took off from work to wait on the stuff. I called to verify and I was told my stuff was not going to be delivered today. I was very upset and the only thing the delivery representative could tell me was, "Would you like to set up another delivery date?" I was forced to ask her to cancel my order and that I was not going to pay the fee for returns. She told me, “I will call you back when I talk to my superiors." Still no call.

Ashley Home Store Furniture has the worst customer service and their dishonesty has caused me to lose a day from work. This is the worst experience I have had while shopping for furniture; they're very nice when they ask to check your credit and sell you anything they can, but forget about customer satisfaction afterwards.

There are two people living in this home. We are not heavy set, nor do we have a high amount of traffic in our home. We are adult seniors and before our first year of having this set, I noticed what I called an eroding or chipping on the leather cushion of the couch. I called Ashley. They immediately told me this was not covered. After many heated discussions with them, they finally sent someone out. He fixed it but alas, it was a bandage as the next year we had the same problem. I called again. I fought tooth and nail and finally got someone out. Now it's been four years and the couch looks ridiculous. Do not buy their furniture, folks. It's substandard and what makes matters worse is their warranty isn't worth the paper it's written on. Please heed my warning as you don't want to experience the same thing I have.

Now my leather sectional is fading in some areas. I called the store, and they again sent a repairman out. He wrote that the section that is fading should be replaced. I stated to him that I did not want to chance another section faded, so I would like to have my money back or replace again. I left a message with the manager, and she stated that I could not replace because there was no warranty at that time. I stated to her that this was not a warranty issue but a manufacturing issue that needs to be taken care of.

I have spoken with the top manager at the Huntsville store, and she stated the same. I feel that I have been a loyal customer to Ashley and deserve the same from them. I hardly ever use this furniture and have not abused it, so there should be no reason for fading. I have several leather pieces in my home that I have had for years that have never faded and that were not purchased through Ashley. I was told to contact headquarters but was not given a phone number or an e-mail address. I need this problem to be taken care of as soon as possible.

Now, after a couple of hours after they left, I sat back in my sofa to listen to the music and found my iTouch missing from the docking station. I never removed it from that dock as it is always my primary player in my living room, hooked to the music system. I listened to the music in the afternoon and I live all alone in my apartment. The only people who came into my apartment that evening was Ashley Furniture's home delivery people. I am very sure they stole the Apple iTouch as no one came to my apartment today aside from them.

I called Ashley back in Hattiesburg MS. Very very very rude to me. I would have been not as mad if I was treated liked they gave a ** and then told me that she couldn’t talk with me anymore, she had another phone call and she could not help me. Did not say goodbye, have great day or anything. She hung up!!!! To me that’s not very professional and so since she treated me like that I will no longer buy anything from y’all nor any of my friends/family or my facebook friends that it has been announced what a lousy company y’all are. Standing behind thought customers was first, not a freakin phone call. Have a great day and I will make sure this will continue furthermore to corporate to make sure Hattiesburg get people in their store who waits on customers, who gives a damn!!!!

After a long 3 and half weeks, I had not heard from Ashley Furniture at all. So I decided to give the store a call and check on the status of my purchase. When I called, the associate set up a delivery date for me for a week later. I was already pissed off about the length of time I had to wait to get my furniture, so I just said the date was fine.

My furniture was finally delivered today. I am at work, so my boyfriend received the furniture. He made sure to check the sectional for any defects before the delivery guys left the house. According to what my boyfriend told me over the phone, the love seat has a tear on the back part, the chair has staples all over the left side, and the other part of the sectional has a cushion that is higher than the rest. The sectionals also have scratches all over on the sides. The delivery guys refused to take it back because they said we have to call Ashley Furniture for an exchange or refund and then they left. So instead of calling Ashley Furniture from work, I sent my boyfriend to go to the store personally.

Once he gets there, he tells them what is wrong with the sectional and that he wants a new sectional delivered to the house by this Friday. The associate tells him that it is not possible to have another sectional delivered by Friday and he tells them he wants the money back then. The associate tells him they will call us with a date for pick-up and that we will not get a full refund back because we accepted the sectional. According to the associate, 25% of the amount we paid for the sectional goes to Ashley Furniture even though we do not want the furniture. So now who knows when they will decide to even call me to pick up the furniture?

Bottom line: Ashley's furniture is bad quality and the service is horrible! Buyers beware!

She said that it wasn't a problem. When I went in and paid the additional fee, the salesperson said that the sofa couldn't be delivered until March 14. She didn't even acknowledge the arrangements made with the person on the phone. Today is March 14 and a futile delivery attempt was made. The sofa was not broken down. Now, I have to wait until March17 for another delivery. I have taken 2 days off from work to have this item delivered. I cannot cancel this delivery because all I will get is a store credit. I will never enter Ashley's Furniture again and will go out of my way to be sure people know what a horrible experience dealing with Ashley's has been, not the least of which is the snakiness of their staff.

We brought it to their attention for 2 1/2 weeks. We were told that that was the way the chair was made and we were stuck with them. They would not take them back or offered to remove some of the padding. They do not stand behind their merchandise. I got stuck in the reclining position because there was a short in the electric turn on switch. It actually stopped working 3 times. I had to get help to get out of the chair. When the representative came to look at the chairs, we were told that the wiring in my chair was two short. He worked with it to work.

Again, I asked for an estimated availability date. Again, Tammy told me she would have to track down that information and call me back. Again (wait for it), she didn't call. I know. Shocking, right? So I called Ashley yet again. Yet again, I was transferred to Tammy and yet again (now two weeks later, mind you) I was told that they were still waiting on the couch, loveseat and dining table. Really? No furniture, no communication—what gives? So I asked for someone at corporate that I could complain to. Tammy said she would go to the back and get that information for me. She returned, refusing to give me the corporate information and told me to call the sales manager Jennifer. I told her to tell Jennifer to call me. Clearly, Ashley has no clue who the customer is here. Jennifer called and gave me every excuse in the book as to why my furniture wasn't in yet, saying that it would be loaded on the truck in Mississippi on March 28, a month after I was told I would have it. What a crock!

When I asked her for the corporate information, she told me there was no "corporate" because all the Ashley stores are individually owned. When I asked for the "owner", she (in all idiocy) said she wasn't about to give me the owner's personal information. Duh! I was asking for the owner, as in put him on the phone. She then gave me the typical run-around of the owner's not here right now, he just got back from vacationing in Hawaii. Oh, wait, that's right: he's not here because he lives in a different state. Um, anyone else smell a ** red flag? What I found even more odd was that during our conversation, Jennifer said that there was no "corporate" yet when I asked for a refund, she said that she would have to involve several people in that decision, including "corporate". Um, **? So I expressed my dissatisfaction with not only the unbelievable delay but also the complete lack of communication and terrible hole-filled lies.

Jennifer told me that she didn't have to deal with this and then hung up on me. Yes, a manager told a customer that they didn't have to deal with their complaint. When I called back, even more irate than I was before, Jennifer blabbed more about how this isn't their fault. Yadda, yadda, yadda. Then Jennifer told me that the computer was showing an estimated load date of March 28. When I pointed out that she is now saying "estimated", she flipped out and tried to point fingers at me, saying I didn't know what was going on. Really? Clearly there is no educational requirement to work at Ashley Furniture. Either that or I came across the two biggest idiots on the planet. Needless to say, I still don't have my furniture. But there is a nice BBB complaint headed to the "owner", if there even is one of those.

The delivery came, and it was wrong. On top of that, I found out that I had been charged an extra $500 for items I didn't need. I drove to the store, and they told me they would deliver the right bedroom sets on Wednesday, which was not OK with me. After arguing with them, they setup delivery for Tuesday. I also pointed out the overcharge, and the salesman told me it was a mistake and he would take care of it. He brought out new paperwork with the proper bedroom set and again charged me the extra $500 and asked me to sign. When I refused, he told me that the finance company would take it off later.

At that point, I was furious and asked them to take it all back. He told me I would be charged a fee to pick up the other items that were delivered. Finally, the manager came out with the adjusted paperwork.

My kids slept on the floor on Sunday and Monday. Tuesday came, and they delivered the right bedroom set but forgot the side rails. They showed up at 6:00 pm, so there was no way to fix it. Again, on the phone, I was furious. They apologized and told us they would bring out the rails on Wednesday, and they would call us later with a time frame.

It is now Wednesday. Their idea of a time frame is "Our driver will be there in 15 minutes." on your voice mail. Second voice mail 15 minutes later was "Our drivers are there, and no one is answering the door. Call us back to reschedule another delivery date." I purposely scheduled the delivery of all of our furniture, so as not to disrupt our jobs, school, sports, and family time. My kids have been on the floor for 4 days. Furniture were scattered throughout the house. What a mess and a nightmare. And good luck in contacting their warehouse; it just goes to voice mail.

I would have canceled everything if it weren't for Bonnie, the manager. She has been helpful along the way and has been trying to fix all of the others incompetence. The furniture is nice. The sales side seemed very shady. The warehouse is atrocious. The manager Bonnie is great. So if you like nice furniture but don't care when it gets there, like triple checking paperwork to make sure you weren't overcharged, enjoy spending hours on the phone, driving back to the store to show them where you were overcharged, have 3 vacation days to burn from work, then by all means choose Ashley Furniture in Yorba Linda, CA.

I may have to update the actual time frames, because it is now 5:16 pm on the 4th day and they still haven't arrived. One of our children is playing in the first round of the state championships for high school basketball tonight at 7:00 pm. The warehouse was told that by Bonnie. Now I have to ask a family member to miss the game to sit here until they come. What an absolute nightmare dealing with this place.

She said there’s no problem and she'll get it to me. Then, in a couple of days, I received a package with one-inch black felt circles. I guess she wanted me to put these little circles somewhere in there. Then, we noticed the headboard was coming apart. One service guy came in and said it was a manufacture defect. The warehouse manager and I have been going back and forth on this. She sends another service guy who takes a mallet hits the headboard and makes it seem he fixed it. Then we find the headboard is cracked in the back where we probably would not have seen it if we had not inspected the headboard. Now, I have to call warehouse once again. When does this end? I am at a point where I want to stop paying.

The financing company wanted me to put $211.30 down as a first month payment. Once the transaction was complete, I noticed he left off an item that was supposed to be a part of the package. I also noticed that my contract said my furniture would be available on 04/10/2012. I called the store and spoke to the manager. He advised me that the package was $1199, it was never $799. I told the store manager I wanted a refund. I have to wait until Thursday, 03/08/2012, to go to the store for them to process a refund. I will never do business with Ashley Furniture. They had false advertisement to get you in the store. The sales people lie to you just to get a sale. The manager wasn't even willing to correct the issue.

Bottom line, no one said once you take it home "We are not the contacts for unsatisfied customers." They were very short with me and unsympathetic. They did not offer any solutions. I then spoke to general store manager. He said the same thing. I think it's only reasonable to give a purchaser a 30-day window. The mattress is a huge purchase and you can't try it out for a long enough time before purchasing. I bought an expensive model $1224. I need to return it. I just had spinal surgery and need a good mattress. I wanted to be prepared. It didn't work out that way. I need a great mattress asap. I don't have time to draw diagrams, take pictures and write reports. It was a bad mattress from day one.

The Lakeland store told me that I couldn't get my money back, that I would have to reselect another sofa. So reluctantly, I chose another one which was approx $300 more. As soon as I took my credit card out to pay my salesperson, Julio was called to a side bar meeting for 15 minutes. When he returned, he said everything was fine (whatever that meant). Two weeks later, the second sofa arrived on Friday. This time the pillows were all distorted and leaning to the left and didn't line up with the bottom pillows. The pillows are all puckered and just poor quality craftsmanship, not to mention all these threads that need to be clipped. I'm afraid if I pull them the material will snag.

This time I didn't call to complain until the following Tuesday. I didn't know about the 72 hour rule. I told customer service that I want my money back, not to send me another third sofa. She said (store manager Venicia) that I didn't call within the 72 hours. Although, I had with the first sofa and still couldn't get my money back. I am ignored with every telephone call I make. They insist on sending another factory piece to my house. They have my $3000 and more importantly the $900 for the sofa that I want picked up and credited. I am spreading the word about Ashley's poor sofa quality and most importantly how Ashley Furniture treat their customers after they've made the sale. Shame on them! I was so excited to get a pretty new sofa. I'm sad. I don't have another $900 to buy another one. I hope they're happy the way they act.

Of course, two days later, no one had contacted me with a response. Over the next two weeks, I called five times. In the first two times, I was transferred several times and ended up with an answering machine that I had to leave my information on. I waited for a return call both times with no result. The third time I talked to a manager, he stated they would check into it and call me back. Again, a few days later, no call back. In the fourth time, I got transferred to a customer service agent who said she would check on it and call me back. She did call me back later that day and said she needed more time to research it and she would call me back on Monday. Of course, I got no reply on Monday.

I called back Monday before going to the store, and they said they would have to check on it and call me back. I went to the store to get it resolved. They would not refund any money to my debit card. All they offered was an in-store credit. I replied if that is the way they conduct business, I just want the money refunded for the king bed as well as the delivery fee. I still have not received the king bed; if I knew I was only going to receive a full bed, I could have picked it up my self and not asked for delivery. They said they would still charge the 25% cancellation fee. I said that is absurd considering the merchandise was broken and has still not been received. They said that was all they could offer, and the problem is still not resolved.

This is contrary to the PR statement by Mr. Koenig announcing their expansion, when he said (I am paraphrasing) you admit your mistakes and correct the mistake and move on. Needless to say, we could never recommend Ashley Furniture/City Furniture to anyone. Still waiting to hear from a decision maker at that firm.

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.