Ashley Furniture is a furniture manufacturing and retailer.
Founded by Carlyle Weinberger in Chicago in 1945, the company’s specialty was wooden furniture made by local companies, which was resold to larger furniture stores.
In 1970 Ashley invested in Arcadia Furniture, a Wisconsin-based furniture manufacturer founded and operated by Ronald Wanek.
Wanek and a group of investors bought out Weinberger and took over Ashley Furniture. The two companies maintained their separate identities: Arcadia on production and Ashley on sales. 
In 1982 the merged company’s annual sales were $12 million.
By the late 1990’s the company was operating assembly and distribution plants in Washington, California, New Jersey, and Florida.
In 2016, annual company revenue reached $3.85 billion.
The Ashley Furniture Homestore chain is composed of both corporate-owned stores and independently owned stores with licenses to sell Ashley Furniture products exclusively. 
The chain is popular with young persons and newly married couples, mostly due to liberal credit policies with Synchrony Bank.
Today Ashley Furniture manufactures and distributes home furniture throughout the world. The company maintains plants across the United States and also operates several factories (including its largest) in Pacific Rim countries such as Vietnam and China. In addition to those, they also have a sourcing office in India, Vietnam, Southern China, Muar, the furniture hub of Malaysia and Taiwan.
Ashley Furniture is a furniture manufacturing and retailer.
History
Founded by Carlyle Weinberger in Chicago in 1945, the company’s specialty was wooden furniture made by local companies, which was resold to larger furniture stores.
In 1970 Ashley invested in Arcadia Furniture, a Wisconsin-based furniture manufacturer founded and operated by Ronald Wanek.
Wanek and a group of investors bought out Weinberger and took over Ashley Furniture. The two companies maintained their separate identities: Arcadia on production and Ashley on sales.
In 1982 the merged company’s annual sales were $12 million.
By the late 1990’s the company was operating assembly and distribution plants in Washington, California, New Jersey, and Florida.
In 2016, annual company revenue reached $3.85 billion.
The Ashley Furniture Homestore chain is composed of both corporate-owned stores and independently owned stores with licenses to sell Ashley Furniture products exclusively. The chain is popular with young persons and newly married couples, mostly due to liberal credit policies with Synchrony Bank.
Today Ashley Furniture manufactures and distributes home furniture throughout the world. The company maintains plants across the United States and also operates several factories (including its largest) in Pacific Rim countries such as Vietnam and China. In addition to those, they also have a sourcing office in India, Vietnam, Southern China, Muar, the furniture hub of Malaysia and Taiwan.
DO NOT SUPPORT THIS BUSINESS! Once you purchase the furniture, Ashley could care less what happens afterwards.
What started out as a promising and exciting experience ended up being horrible. Having just moved to a new place, I was in need of living room and bedroom furniture. Juan Carlos, the sales member, helped guide us to purchase a 14 piece living room set, which was marketed at a discounted rate as well as a Tempurpedic bed and frame. We spent a good deal of money on these items. This was in August. It is currently December and I am still waiting for the delivery of these items. I have had my delivery rescheduled over five times, meaning; I have had to reschedule my work schedule to accommodate this delivery over five times. I work as a nurse on night shift so this is not an easy feat, especially given the severity of events this year. One of these delivery dates was actually confirmed one day prior and when that date came and the time of delivery passed, there was no furniture. I called customer service and they put me on hold for an hour until I could finally talk to a human. Apparently, the items had not been delivered to the warehouse and as a result, they never made it on the delivery truck. I was livid. I had been waiting for over five hours (after working a 12 hour night shift) and no one from Ashley had notified me of the change. I had to be the one to call to find out what was going on.
After trying to troubleshoot these issues with customer service over the phone and getting nowhere, I decided to pay a visit to the store in person. I requested to speak to the manager and was told they were in a meeting. So the lady at the desk, who said her name was Adrina, said she could help me. I proceeded to tell her my situation and was immediately received with offputting responses and rude mannerisms. After I told her I had been waiting for my furniture since August, her direct response was “well I can’t make the furniture.” Ashley Furniture, is this how you train your team members, let alone your management, to speak to your customers? There was no apology for the inconvenience. To me, it came across as a “not my problem” moment. As a result, I requested to cancel the furniture that had not been received, as well as a refund. The whole experience has been a nightmare.
I have shared this experience and will continue to share this experience with friends and coworkers who are in the market for new furniture. I would NOT recommend buying furniture and doing business with a place that has no follow up and treats their customers like this!
The worst CUSTOMER SERVICE EVER!!!..your customers spend thousands of dollars of there hard earned money to encounter the worst CUSTOMER representatives on the planet. How do these people still have jobs, when there are many who need them, and will be happy to do the work!!!!….Stacy in corporate customer service needs to be retrained on at least how to speak with people, not to mention her attitude. I would recommend to the the head of this company, customer care training for all there employees. It’s sad that myself and many others have to have similar bad experiences with purchasing furniture
Order #0617034YI67 – queen sleeper
#0617034YI67A – loveseat and coffee table
#0617034YI67B – ottoman
#07150L95 – entertainment center
I would like to express my discontentment with my order, delivery, and lack of customer service.
I ordered new furniture to be delivered to my new home on 7/1/20. When checking the delivery address before this date for my sofa sleeper, my billing address (692 Ackerly Dr., Independence, KY) was also the delivery address when it should have been delivered to my new Loveland, OH address. Fortunately, we were able to correct the mistake in order to maintain the delivery date of 7/1/20.
The loveseat, coffee table, and ottoman order kept being delayed due to Covid, etc. I was patient and understanding.
Shortly after my sofa sleeper was delivered, I decided to add an entertainment center to my order. It was also continually delayed, but again was understanding.
In mid-August, my dog had an accident on my sofa sleeper. I immediately called into the store, and was given the telephone # for GBS. I called, and the soonest they could come out was 2-3 weeks away (claim #455857) scheduled for 9/10/20. The cushion smelled strongly of pet urine, and explained this to the representative that I spoke with. Not to mention, it was only a month and a half old. Their choice of correspondence was mainly via text message and during work hours. I tried several times confirming by speaking with someone, or replying to the text message. However, apparently I was not quick enough in my response, because my service date was canceled since I did not confirm the appointment. I tried several times to call back to reschedule, but I was unable to leave a message and no one called me back. On 9/16/20, I submitted a service request on their website – claim #473469. In the automated response, it stated I would be receiving a call back within 5-7 business days; that never happened. I contacted the store and spoke with several associates – they all said that they don’t get involved in fabric protection issues, I should call GBS again.
On 10/17/20 my loveseat was finally delivered. It had been scheduled for delivery on 10/10/20, but the delivery address still showed the KY billing address – it was never corrected. Prior to this delivery, on 10/14/20 I called the Mason located and asked for a store manager; I was promised that I would receive a return call; again, that never happened. I also spoke with my sales person and requested that my ottoman be canceled. When the delivery men arrived, I watched out my window as they dropped my entertainment center box from the truck. When they carried it in, I explained that my old entertainment center would need removed and the electronics disconnected. For reference, I’m 4’7 and 130 pounds. I’m very petite – there was no way I could move this by myself and I was told someone would be able to help me with this on the day of delivery. The first driver didn’t seem happy about it, but said they might be able to do me a favor and remove it. The second driver came in, noticed “all the chords” and refused to move the piece. As I was running around trying to get help from my neighbors, the drivers assembled the furniture in the middle of my living room, left without saying goodbye, and left trash in the middle of my living room. I didn’t know they had left until I saw them driving down the road!!!
After the delivery on 10/17/20, I contacted the Ashley location in Mason furious, and demanding a store manager. Dan Carney came on the line and listened to my complaint, and said he understood my frustration and said he would contact GBS. At this time, I told him that I wanted compensation for my inconvenience and I wanted a new sleeper sofa since the pet urine had never been cleaned and was afraid it effected the core cushion, which is not covered under the warranty. On 10/18/20, I missed several calls from GBS while I was at work, but as soon as I got off work at 7:30pm, I returned the call. I spoke with the gentleman at (317) 714-6744 and scheduled an appointment for 10/20/20 at 6pm. On 10/20/20, he called “begging” me to reschedule to Friday, at any time. I was frustrated, but agreed to 10/23/20 at 6pm. On Friday, he called to verify my service address. Wouldn’t you know he had the place of service being at my KY billing address??!! Due to the discrepancy of address, he didn’t show up until 7:15pm. He cleaned the sofa, and left.
I have not heard back from Dan Carney at Ashley in Mason again to follow-up with any of my concerns. I have sent him two emails asking for the credit of the ottoman to be returned to my card. I also asked for compensation for my inconvenience and trouble I have had. My complete order was roughly $3,000 and I paid for it in cash (debit) card. With the complete lack of customer service, the negligence on the associates/drivers/managers part, and paying for a fabric protection warranty that is obviously flawed, I feel the compensation is more than justified.
I have been in customer service for over 20 years. I pride myself in helping customers, patients, etc. with their needs and resolving any issue they might have as soon and as professionally as possible. I don’t feel that the same recognition or services were returned in my experience. I would like to hear back from someone as soon as possible, have the ottoman credited back to the original form of payment, and a discount applied for my inconvenience.
Visited the Greenwood Ind location mgr Jermey advised he would give me free delivery & 15% off. Sales man said can cancel or change order did not say 10% penalty. I got home to notice my paper work was wrong 110.00 fee for delivery that was to be free. I have access to a truck so would never agree to pay for delivery. I called the Greenwood store was on hold 25 min to be hung up on called back store closed. Saturday called 10 a.m 10:07 phone hangs up I called back talk to a woman who tells me that my paper work does not reflect free delivery & she had been at her desk the phone didnt ring. So now the consumer is a liar I told her to cancel the order if they cant answer the phone to correct an error no way would they assist in faulty furniture. She told me there would be a 10% fee I’m being charged 10% because of your poor customer service skills & the fact the man cannot write up a sales agreement. I cancelled the order based on the C.S received if I had an issue with the furniture it would never get fixed. Here it is 10 days later I finally talk to Jeremy who is a young rude manger and has no customer service skills or professionalism as he told me to stop that all of his sales associates advise 10% fee for canceling. No he never advised this I had someone with me they can tell you he never. Oh well you signed your name to the paper work. Nice. I ask why have I not received the rest of my money back? Well I was told you wanted to wait to speak to me. No I told the person to cancel the order & that is what it means cancel and reimburse. Once again the Manager advised I was being dishonest. Very poor Customer skills a young manager who felt in speaking rudely to customers was doing his job correctly or on a power trip I’m not sure. I will never shop Ashley Furniture and will advise friends of this experience and how it was handled. I loved the chair I found however will take my $2000 elsewhere for it.
Is this how Ashley Furniture is training their online reps?? This is disappointing…. smh… They were very rude and consistently transferred me around. Poor customer service:
Thank you! Let me find a trusted advisor to assist you with your product questions. While I am doing that, can you tell me the item number or product category that you have questions about?
Info
at 14:58, May 29:
Thanks for waiting! Amanda is now online to help you with your product questions.
You
at 14:59, May 29:
ITEM# – B100-14
Info
at 14:59, May 29:
Thanks for waiting! Corrinn is now online to help you with your product questions.
You
at 15:01, May 29:
hello
Corrinn
at 15:01, May 29:
hello how may i assist you
You
at 15:02, May 29:
I was wondering if ITEM# – B100-14 came with 1 slat for a entire king or 2 for the twin boxsprings that theysit on
You
at 15:03, May 29:
and also does it come with the legs?
Info
at 15:05, May 29:
Thanks for waiting! Travis is now online to help you with your product questions.
You
at 15:06, May 29:
hello
You
at 15:07, May 29:
???
Travis
at 15:08, May 29:
it will have 3 going across
You
at 15:08, May 29:
what will have 3?
You
at 15:09, May 29:
i was asking about ITEM# – B100-14
Travis
at 15:09, May 29:
the king bed
You
at 15:09, May 29:
no
You
at 15:09, May 29:
thats not what i was asking
Travis
at 15:09, May 29:
can you repeat question
You
at 15:09, May 29:
was i transferred to you? i was chatting with a corrinn
You
at 15:10, May 29:
I was wondering if ITEM# – B100-14 came with 1 slat for a entire king or 2 for the twin boxsprings that theysit on
Travis
at 15:10, May 29:
i just said three
Travis
at 15:11, May 29:
three slats will run across bed
Travis
at 15:11, May 29:
for boxsprings to sit on
You
at 15:11, May 29:
ok so does it come with legs to screw in also?
Travis
at 15:12, May 29:
yes it does
You
at 15:12, May 29:
can you tell me how many?
Info
at 15:13, May 29:
Thanks for waiting! Corrinn is now online to help you with your product questions.
You
at 15:14, May 29:
okay is this some kind of game with you all? I keep getting transferred back and forth and i am not getting my questions answered
You
at 15:15, May 29:
the last person was very rude and not very helpful… and apparently so are you… keep transferring me that is unprofessional I will contact your mgr.
Corrinn
at 15:16, May 29:
how may i assist you
Corrinn
at 15:17, May 29:
sorry about that i am just now seeing you in my que
You
at 15:17, May 29:
youre not going to assist me you are just going to keep transferring me back and forth and i dont have time
Corrinn
at 15:18, May 29:
i’ve never transferred you
Corrinn
at 15:18, May 29:
i am trying to see how I can assist you
Corrinn
at 15:19, May 29:
I can not help you unless you tell me the issues you are having
You
at 15:19, May 29:
how did i get to travis?
Corrinn
at 15:22, May 29:
Honestly this is your first time come into my que but how may I assist you
You
at 15:22, May 29:
its not but okay i would your supervisor
You
at 15:23, May 29:
Info at 14:59, May 29:
Thanks for waiting! Corrinn is now online to help you with your product questions.
You at 15:01, May 29:
hello
Corrinn at 15:01, May 29:
hello how may i assist you
You at 15:02, May 29:
I was wondering if ITEM# – B100-14 came with 1 slat for a entire king or 2 for the twin boxsprings that theysit on
You at 15:03, May 29:
and also does it come with the legs?
Info at 15:05, May 29:
Thanks for waiting! Travis is now online to help you with your product questions.
You
at 15:23, May 29:
receipts… please dont play on my intellegence
You
at 15:24, May 29:
now i would like a supevisor
Corrinn
at 15:26, May 29:
ok one moment let me transfer you
You
at 15:26, May 29:
thank you
You
at 15:33, May 29:
still transferring???
Now I understand why some customer service employees are so pushy. I have been trying for two weeks to complete the purchase of a device online. Initially I ordered a Harlinton 63 ” TV Stand SKU EW 0325-168 but the Harlinton 63″ TV Stand W325-FGS model was more useful to me and I decided to contact Ashley. To start it is totally impossible to achieve communication by phone for any online purchase or issue, waiting for hours. Then I decided to communicate by email and I wonder why they say to send emails if they later tell us that they changed to another contact system …. nobody answers emails. Finally on May 15, I managed to communicate with an Ashley’s employee and I indicated that my annoyance and disappointment with the store was so much that I no longer wanted to order anything, that I just wanted to cancel the order of the TV Stand that they had on record. She indicated that she cancelled the order gave me the “cancellation order number (exact words) # 01903338”. On Saturday May 16, I received the fireplace insert and it bothered me more, I was expecting the rest of the equipment on Saturday May 16 as I was originally informed but it did not come, so I concluded that the cancellation was carried out. Today, May 19 I receive a call from an Ashley customer service employee to inform me about the delivery of the equipment by UPS. When I informed her of the cancellation on May 15, she told me that I had not canceled anything, that Ashley does not have a cancellation order number and not only that, she did not allow me to express myself, she spoke above my voice and was completely irresponsible, disrespectful and prepotent. I told her that I could have an accent but I was a well-educated woman, that for more than 40 years worked with people, that I was actually a Professional Counselor and that I could believe that she was very young and had to polish herself to deal with people. I was frustrated and angry since she basically called me a liar, even though I offered her the number that was offered to me in the May 15 call; she made no effort to review that call, she just limited herself to fighting and did very well for Ashley. She even told me that she could not give me the fireplace for free and I replied that I was not interested in any equipment and was not asking for anything for free. The most tragic thing is that she asked me to put the fireplace insert on my balcony so that UPS could pick it up, put a note on it and if they didn’t pick it up today, tomorrow or the next day I had to be going in and out until they came and if it rained, I had to protect it with a plastic cover. Now my reality: I am 70 years old and have several serious health conditions, including my back; I live with my husband of 71 years, 100% disabled veteran, dialysis patient who can barely walk because of two heart attacks. We live alone. I thought that I had finally canceled the order, I did not ask for that piece to be sent to me. Ashley Furniture’s mediocre service leads them to mistreat customers and to have disrespectful staff with an enormous lack of empathy on their phones and other means of communication. Today I took the piece inside my house but tomorrow I do not know what will happen. I do not intend to hurt my back protecting something that I cancel, that I do not want and that at this moment is a hazard for both my husband and me for being in front of the front door. The quality of Ashley Furniture’s product is worthless if they treat their customers so badly. Anyone with common sense would think that after so much negative comment about their customer service, corrective measures would be taken but I see that they only care about doing business.
I Purchased a reclining Couch and loveseat in June 2019 and the loveseat squeals no matter how much conditioning is put on there. I took a picture and send it to corporate. The woman told me it look like I had a bedframe and it was the third one she had seen today, (Feb 20) and she ordered the parts. They were delayed due to COVID-19, but finally arrived in May and now I cannot get through to anyone on the telephone which I have been trying for two days, I cannot get anyone to respond to the message me chat box on the website, and I cannot find a working email address that doesn’t give me a sorry, error has occurred message. This is by far the worst furniture experience I have ever had and I’ve never seen such a lack of regard for customer service in my entire life. Someone please give me a phone number or an email address so I can get a technician scheduled. Claim number 182-6364.
what the hell is wrong with you people, you are pimping America , with no furniture in stock. I want my money back , I am calling the news station.
I need to file a complaint re: an in store purchase end of Feb this year. Lisa was your sales rep who assisted me and in the end failed me with an queen matress I had asked to cancel before delivery and was to lazy to cancel item through Progressive leasing . I have attempted several times to contact costumer service but I continue getting the run . around. I need to have someone from your department to contact progressive and adjust my balance because i am still getting charged for a queen matress that I never received and had canceled.I am to the point of return all items to your homestore
15 months ago I bought a $2495 sofa and loveseat. Two months later I had three service calls because the electronics on the recliners stopped working and the arms of the loveseat started showing wear. Ashley agreed to return the set and the manager talked me into a leather set for $400 more because it would wear better….better than 2 months anyway, although I said I did not want leather, I purchased the set and thought that would end the constant calling for techs. A few months later the loveseat recliner started squealing whenever I moved on it. It takes 3 weeks for a tech to come out and when he did he said it needed conditioning. It was only 9 months old. He “conditioned” it with cream polish but the next day it was doing the same. I called again and was told a different tech would come out. Three weeks later the same tech appeared. Nothing more he could do. I had bought leather conditioner and used it but next day it was back to squealing. He went out and called someone and said they would replace loveseat. A week later they tried to deliver a damaged loveseat that was not in a box and had no attached papers that come on the new furniture. I refused the loveseat and while the trucking company…a third party…was here they knocked over the original loveseat, hitting my sofa table and a cloth recliner, damaging both. I immediately called the store and took pictures of the damage and the truck and showed the delivery people. They never said they were sorry, loaded up the refused loveseat and drove away. We went to the store immediately with the pictures and were told as claim would be made and I would have to wait 6 weeks for a new loveseat. I get a text asking for pictures of the damage but not another word, no call, no human, no one responds to my texts. The next week I got a call that my loveseat was being delivered. Suspecting that they were trying to deliver the same defective one, I called and they were so confused. They thought I had two loveseats coming, then they said the one on April 22 was the wrong model and yes the one they wanted to deliver was the same one I had rejected. Three days later they call and have another one for me. This time it comes in a box and has the paperwork attached and looks new but the back has a hole in it that looks like a nail went through. I accept delivery and say that they can fix the hole. I am waiting to hear from a tech. In the meantime I ask about my damage claim. The girl tells me it was denied. No call, no email, just when I call I am told that. I say what about the damage to the fabric of my chair, there is a line of fabric torn off it. She says she will sent a tech and he will call in 2-3 days, it is a week, no call. The fact that Ashley exchanges the damaged products does not mitigate the hassle of waiting and waiting. It was December 2018 when I purchased the first set and now it is March 29, 2020 and I am still hassling and have waited 6 times for deliveries and techs and 20 minutes each time I have called sitting on hold. It is definitely poor quality furniture for a very high price and poor customer service in communicating with their customers. You would think they would want repeat business and good word of mouth but apparently not.
Apparently I am one of many who have issues with Ashley Furniture. I purchased a 5 piece bedroom set 01/14/20 and receive broken and not properly working furniture ever since. I have complained with the BetterBusinessBureau and received an email from Tammy Klimek, an Consumer Affairs Representative at Ashley Furniture Industries, telling me that the store in Spring TX is an independently owned HomeStore, and as such, the owners of the HomeStore develop and implement policies and procedures regarding customer purchases, deliveries and warranty claims. She forwarded my concern to the head of customer care for the HomeStore and recommended to call their customer care department. There is no Customer CARE department, they have only a Customer SCREW YOU department. I have spent uncountable hours with them, have been lied to & treated with disrespect. I went to the store twice, the 1st time the lady behind the counter said to me: And what do you want me to do? The 2nd time I made sure I spoke to a manager. Ryland Vanhorne, showed no compassion, no ‘I am sorry, let’s make that right’. He talked to someone and told me to take pictures – again – and email to Markayla Britton, a Guest Response Team Specialist for the store. I have dealt with a ton of people there but none of them has any people skills. What dumbfounds me is that even these HomeStores are independently owned they still carry the name Ashley Furniture but their CEO Todd Wanek doesn’t care that this puts a bad reputation on the name. Below is a timeline on what I have been through since the 1st delivery of NEW furniture, reads like a horror story. So far I have taken off 8 UNPAID days – and it is not done yet.
01/16/20
1st delivery – all damaged
01/21/20
2nd delivery – all damaged
01/28/20
3rd delivery – still damaged
02/01/20
I went to store, first the lady said ‘and what do you want me to do’, then she called someone named Victor and that he would call me back within an hour. Victor called me an hour later, we agreed that he would send someone to check what needs to be done and would call me on 02/03/20 to make the appointment
02/03/20
Did not call
02/04/20
Again, did not call. I called the number I was given by the store, no Victor there. Called the store and left message to call me back – no one did
02/05/20
Called 877.314.8457 sales option 5. Talked to Ingrid and dresser, nightstand & chest will be exchanged
02/11/20
4th delivery – still damaged, refused chest. Called in about dresser and was told the person who fixes the nightstand will fix the dresser.
02/12/20
I called and told John that there is almost every drawer not closing properly and I don’t want that fixed, I want the dresser replaced for a properly working one. He said it will be exchanged and scheduled for.
02/14/20
5th delivery – Only chest was redelivered and again was damaged. I refused chest. Talked to Lejean and dresser will be exchanged on 02/18/20. I was told I have to call the next day to reschedule the exchange so the chest would go on the same truck and delivery day as the dresser.
02/15/20
Called as I was told to get chest on the same delivery as dresser. Was told I have to call again the next day or on Monday because the account is not closed. I told them I will not call again, I have requested twice to get the 2 pieces delivered together. I have spent way to much time calling and explaining. Was told she would let me know when it is done … of course she didn’t.
O2/18/20
6th delivery – No Show. No one called and let me know. After no one showed up I called and was told that there is no delivery scheduled for the 18th. I have the recorded phone call with the confirmed delivery on the 18th. I requested a supervisor and talked to Rob. He told me that the delivery of the dresser and chest is scheduled for the 21st – without even asking me if I can be home for it.
The 2 glides for the nightstand arrived later this afternoon. Called again and talked to a Brianna. She said I need to call a 3rd party company and request and schedule that service. I told her that I will not request that service because then I will have to pay for it. She said that if I want that service then I have to call them. I requested to talk to a supervisor and she told me that right now she is the highest one there. She hung up on me when I asked her for her name. Phone call is recorded and that’s how I know her name.
02/19/20
Went to store and talked to a manager Ryland Vanhorne. He called someone and requested that the furniture will be inspected before send out and also that someone will call about the install of the glides for nightstand.
02/20/20
Received call letting me know someone will call within 24 to 48 hrs to schedule time for glides install.
02/21/20
7th delivery – 12:15 to 3:15. At 3:45 still no show or call. At 4:15 delivery showed up and again dresser is broken. The chest was accepted. Texted the store manager Ryland Vanhorne as he requested if I encounter problems, but of course he didn’t bother to respond.
02/29/20
After nobody contacted me about redelivery of the chest and the tech for the nightstand I emailed Markayla Britton, and like magic I get a phone call. I was finally able to get the re-delivery and the tech scheduled for the same day. I was told that I will get a phone call 2 days prior to get the time window. Of course that didn’t happen. I had to call to get the time window.
03/06/20
8th delivery – 1:45 to 4:45 Tech came and told me he can’t repair the nightstand to showcase standard. The delivery guys brought the dresser and finally everything looked good. They just left and I started to clean the drawers. I took the bottom drawer out and I found the bottom of the dresser broken. I immediately called customer service and send picture. I was told I need to call in 1 hour again. An hour later I called, the lady put notes down and told me I have to call the next day.
03/07/20
As requested I called again and talked to Christina. She put a note in for service department that they schedule the delivery of the nightstand for the same day as the dresser.
03/09/20
Received automated message to confirm delivery for 03/10/20 but didn’t know if the nightstand would be on the same truck because once again, nobody contacted me. I did not confirm on the phone instead I called again and was told this is just the dresser. Went force and back with that lady for 30 min and was finally told that dresser and nightstand will be delivered together on the 13th.
03/11/20
Received automated phone call giving me the time for the delivery on 03/13/20.
03/12/20
Received automated phone call again to confirm delivery. I called and was given the same time. When I asked if both pieces are on the truck I was told that this is only for the nightstand. I said that I will not waist an additional day off work for the dresser to be delivered. I was told both pieces come together and if that is only the nightstand don’t even bother to show up. Krystal said she would put an ER ticket out to get the dresser on the truck as well and she would call me as soon as it is done. Guess what, I never heard again as usual.
03/13/20
Since I didn’t hear back from anyone I called this morning to find out if the dresser will be on the truck as I was told on 03/09/20. Was told it is not, so I am not taking the day off work and lose my pay. When I asked the lady what now she hung up on me.
03/13/20
Emailed Tammy Klimek, the Consumer Affairs Representative to asked for help – till today, 03/18/20, no response.
03/14/20
Emailed Markayla Britton, the HomeStore’s Guest Response Team Specialist – same here, no response.
purchased products on line for my son who is attending college in Orlando Florida. The couch arrived on Wednesday, February 12th. My son realized there was a small tear after the delivery truck had left and contacted customer service on the same day at 4:21pm. He was told the order was not in the system and they will call him back. My son has a full time job in addition to a very busy schedule with college. He finally told me what happed and I told him he needed to call them back to see what was going on. When he called back February 18th at 4:22 pm he was told it was too late but they would open a report for him. I also called on the 20th and was told this issues would be referred to a supervisor and would be resolved. I called back 4 times on the 21 and was lied to and the agents made believe they were putting me on hold and the calls were disconnected by two of the agents. I finally asked to speak to a supervisor and was told she would resolve the issue. When I called back again on the 22nd I was told nothing was documented On my order and the agent finally told me the truth that they could not return the couch. I was also told they only had one recording of me calling I’ve never received such poor customer service and I’m appalled at how many agent lied to me. I’ve never been treated al poorly by their agents who are totally unprofessional.
My wife and I purchased over $10,000.00 worth of furniture from Ashley Furniture on 11/24/2019. The purchase consisted of 2 bedroom sets and a living room set. They promised to deliver it in 2 deliveries. Ashley did not show up 3 times for deliveries. They did not even bother to call us. I had to make the 35 minute drive to the store in Katy, TX three different times. One of the bedroom night stands we had to talked them into giving us the one off of the showroom floor. Finally in January we received everything except the remaining night stand. They promised that we would receive the night stand before January 29th. We never received the night stand or a phone call. When we called Ashley Furniture back, the manager who returned our call was not very helpful and did not seem to care whether we received the night stand or not. She told us we had to wait until March 13th to get the night stand. Keep in mind that when we purchased this bedroom set it was in stock at that time. They sold it out from under us. Her other solution was for us to pick out a night stand that did not match the bedroom set or the other matching night stand.
We have been long time customers, but unless this is taken care of we will never be back.
Worst customer service ever. Items were purchased in Dec and told and received and email that they would be delivered this week. I had to call to even find out what was going on. After two hours of calling someone finally answered the phone. was told I had to wait another week ( so now 7 weeks total). I tried to ask a follow-up question and was hung up on. Hoping that it will actually show up next week.
Wish I had not waisted my money.
So sad to see a company treat people this way.
I have had the same thing and many other instances happen to me at the carbondale Illinois store. This is by far the worst customer service I’ve ever had. The employees simply do not care. They straight out lie. No morals what so ever. Even the management is just as guilty. It amazes me that they are still in business. I intend to pursue this further……….
Worse than worst customer service! We purchased a three piece sectional from Ashley that shows wires under recliner sections and the pieces do not connect. We purchased a service policy and when they finall1y sent the technicians to look at it, we were told that that was the design there was nothing they could do about visible wires and mechanisms (the back of recliners are about 3″ off the floor). Then they told us this was not a sectional, but separate pieces and that we should have been advised that they would slide on tile floors!!! We had a piece made ourselves to match furniture and cover cords and mechanisms of recliners and sort of resigned ourselves that we will have to hire a professional to install hardware to unite the three pieces.
A couple of weeks ago my grandson and dog jumped on the wedge part of the sofa and it fell completely over!!!. I was so angry I called the Waterford Lakes store where I bought it to complain. The wedge is also a safety hazard! The person who answered the phone would NOT connect me with the store manager and wanted to know what I was calling about. I asked for the department manager and again she hemmed and hawed and put me on hold. She came back on the phone and told me no managers were available. Then I asked for the store manager’s name and she gave me his first name. When I asked for last name she said they don’t give that out???!!!??? but she would give him a message to call me. NO ONE EVER CALLED ME BACK.
Be very careful when purchasing from Ashley, especially sectionals! We spent almost $6,000 for furniture with design flaws and have no words to express our disappointment with this store!
This has been the worst experience one person can endure for having furniture delivered. The customer service is terrible! I go in the store to purchase a sofa and the salesman obviously has no clue about furniture. This was supposed to be a simple transaction but it has gone completely to hell! The sales people and finance or administrators over the transaction really need customer service training. I have taken off twice to have this furniture delivered and it still can’t be delivered. The first time the salesman got the measurements wrong and it wouldn’t fit. The second time they didn’t have all of the pieces and no one called me to let me know. And no one knows when it can be delivered. I use to think very highly of them as this was not my first purchase but definitely my last. Customer service goes along way and this is the poorest customer service any one person can endure. They definitely need to screen the people they hire a little more because this is ridiculous and I will never recommend them to anyone ever!!! I will tell all my friends, family, neighbors, coworkers, and strangers to beware!!
Similar experience from many others on this forum. Bought a bed, on 12/7, planned delivery for 1/9. In preparation for the new bed, we donated our old bed to a family in need. Called 5 days prior to delivery, and was told the headboard was damaged and they could not make the delivery until sometime in February, 2 months after the initial purchase. Note I called them, they had no intention of calling me to inform me of the delivery issue.
Contacted the store, and after hours of texting, phone calls, and emails they stated they would expedite a new piece and the delivery would be back on for 1/9.
Yesterday, 1/7 – I received an email and phone call confirming my delivery for 1/9.
Today, 1/8 – I receive a call from Ashley saying that my delivery cannot be made because the headboard was damaged. Thinking this was just some kind of overlap from the original damage, I contacted the store AGAIN. Was told yes, there was damage to the headboard and new delivery will be pushed out until February again. Was given every excuse in the book and the team at the store took no ownership. Instead, they just pointed the finger at the warehouse for not calling me and damaging the head board.
Details above are just part of the overall frustration with this company. I did not even touch on wait times or attitudes of the people I spoke with. THEY DO NOT CARE ABOUT THE CUSTOMER!
So what should have been a fun purchase for me and my wife is an ongoing nightmare that has yet to play all the way out.
I actually thought I was reading my own complaint due to the exact same thing has happened to me except mine is the footboard. I still do not have an ETA when the remaining parts to my footboard will arrive.
Pocatello, Idaho . . Wednesday, 12/18/2019 . . . received a 5 X 7 mail piece advising of a “40% 0ff ALL FURNITURE AND MATTRESSES . . . December 20th & December 21st”. On 12/19/19, I went into the local store and encountered a very nice young lady, Hailey. I told her I was interested in a large size, leather upholstered recliner. I showed her the card received in the mail, 40% off the next 2 days. She said “It’s OK, we are honoring that sale all week long. You don’t need to come back tomorrow.”
I gave her the model # of one that I had seen on the Ashley website. She said they did not have that item in the store . . . but they had one very, very similar. She looked . . . it was not there, but she pulled it up on the computer . . . said it could be delivered in 3 – 4 weeks. (OK with me). We chatted about a number of things . . . she offered the extended 5 year warranty for $99.99 (OK with me). . . told me there would be a $40 delivery charge (OK with me). She proceeded to write up the sale . . . $1,074.00 on my credit card.
I left and went home. I look at the paper work . . . no 40% discount (sale price). I go back. She says “You got a ‘home sale’ price that is about 50% off.” I had looked on my computer before going back . . . “List price $1,029.99 – Sale price $875.49 (a 15% discount). I calmly explained I wanted either 40% off the list price (which would have been $412.00; or 40% off the “Home Sale online price – $350.20). She said “NO” to both. She claimed getting a 50% discount. (I have no idea where she got the 50% number.) I told her rather than me getting very upset . . . or worse yet, contacting an attorney about “FALSE ADVERTISING”. Let’s just cancel the order. That was the final outcome.
WORST EXPERIENCE EVER! I had purchased a couch from a store in mid-November. I did not get the delivery option. When I finally had a chance to go get my couch on Dec. 6th from the warehouse which is about 45 minutes from where I live. I signed off on a couch thinking it was mine. I get to my apt. that is on the 3rd floor and find out that they gave me the wrong couch. They reached out to me stating that I had taken the wrong couch and I must bring it back, when it was their mistake. I told the lady that I would not take it back that they would have to come get it and bring me my correct couch. I talked to several people at the customer service pickup office and one of the ladies working there told me that they would go by the next day, the 7th. They would give me a call in the morning and a 30-minute notice when they would arrive. I canceled my plans that day to make sure I would be available. They never called me, so I decided to give them a call and the lady was confused on why I never even received a call. She said they probably will not make it out today and that more than likely I would be charged for delivery after I was told I wasn’t for their mistake by not verifying that I had the right couch. She said because I sighed off on it that I had to bring it back. (I signed off on something thinking it was mine. I don’t pack the couches in the boxes.) After I repeatedly told her I was not able to bring the couch back because I no longer had help to do so, that was the only time I did, they would have to come and get it. She was no help so she transferred me to customer care service. The lady there did not know what to say. All she was offering me was in store credit if I took it back myself. I told her that was not an option. She later talked to her manager there as well and he said I had to take the couch back, that was the only way to get my couch that I purchased, otherwise I had to pay for delivery. She did not know what else to say so she transferred me back to the store, where I spoke to the sales person who sold me the couch and I told him the situation. He then got in touch with the people who are in charge of pick up and they once again told me that they would try to get back to me later on that day or on Monday, Dec. 9th. I finally received a call around 2 and they told me my couch would finally get delivered. And it did.
I feel like this was the crappiest customer service I’ve experienced. When they tried to make me take the couch back when it was their mistake. Even the manager at customer care service said I had to take it back. Even after I was told it would come by the next day and it didn’t, they just wasted my time. This was my first purchase at Ashley HomeFurniture Store and to have this experience with incompetent workers who don’t know how to do their job right by just simply verifying the right couch is sad. Needless to say I will no longer be purchasing something from this store again.
Customer service is unbelievable rude and bad. Was on speaker while I tried to talk to them and sounded like a party in the background with all the laughing and yelling could barely understand the person talking to. Product was damaged so refused delivery guy called and I talked to someone that said I would have a replacement in 5 days. Called back and now after the 20th. But how would I know since no one will take my calls. Delivery people left everything in the middle of the floor so I had to put dressers where they belong and walk around the bed railings while I wait for the rest of the bed. I just want to say thank you Ashley for letting a over 50 person sleep on the floor.
2 DELIVERY ATTEMPTS, BOTH GONE WRONG. 11/16/19 – 2 PIECES; WRONG COLOR; ENTIRE ORDER SENT BACK. 11/25/19 – 2 PIECES ARE A NO SHOW, WITHOUT ANY PRIOR NOTICE OR OFFERED LOANERS. CALL CUSTOMER SERVICE AT 10:00 AM, TOLD THAT THE 2 PIECES WERE DAMAGED! SOMEONE FROM SCHEDULING WOULD CALL ME BACK THAT DAY. YES, THEY CALLED BACK AT 6:28 PM, ONLY TO TELL ME THE SAME B.S. I NEED TO KNOW WHEN WILL I RECEIVE MY 2 PIECES OF FURNITURE. 2 DAYS BEFORE THANKSGIVING DAY, AND I DO NOT HAVE FURNITURE FOR FAMILY AND FRIENDS AND I CANNOT FIND A HUMAN TO DO ANYTHING TO HELP!!!
MY 1ST ATTEMPT TO SUBMIT THIS EMAIL CONVENIENTLY EXPERIENCED AN ERROR, SO WHO KNOWS IF THIS ATTEMPT WILL BE SUCCESSFUL. NOPE! RECEIVED ANOTHER ERROR MESSAGE, SO I TRYING THIS ROUTE IN HOPES THAT SOMEONE FROM ASHLEY ACTUALLY READS THESE MESSAGES.
Worst customer service I have experienced in a long time. No call backs when they say they are going to. No communication, NO follow through for rescheduling delivery and STILL not delivered and no idea when they will have it back in stock( suddenly they only one in the warehouse is damaged). RUDE agents. No consideration with me having to take time off work. I will be CANCELING my order. I will make sure I tell everyone I would not order from you again. No compensation for their lack of ability to solve this issue.
i bought a couch and loveseat from Ashley in10/2016. I just noticed my couch has a rip in the seem. I called the so call WARRANTY I bought. Yeah GOOD LUCK WITH THAT THEY DO NOT COVER A RIP ON A SEAM .. WHY DID I PAY WHAT I DID ??????? THE PLATINUM SERVICES SAID SORRY THAT’S NOT COVERED ! ARE YOU KIDDING ME AND THEY CLAIM TO BE A FIVE STAR SERVICE. I WOULD NOT GIVE THEM A -1..I JUST WANT THIS SEAM SEW SO IT WOULD NOT DO ANY MORE DAMAGE, THAT IS NOT TO MUCH TO ASK IS IT???????????????? THIS COMPANY ALL THEY COULD SAY WAS CALL ASHLEY AND SEE WHAT THEY SAY. WELL GUESS WHAT NO GO. CAN ANYONE HELP ME WITH THIS MATTER OR AM I JUST SCREWED!!!!
I’m sharing this experience in hopes that someone in authority from Ashley Furniture’s corporate headquarters is interested enough to read and take the necessary steps to improve the service that is lacking for customers such as myself who spend a great deal of money to purchase Ashley’s furniture products. To begin with…..I’d like to say that the sales experience was excellent. Obviously, when a company is hoping to get your business, they always put their best foot forward. I purchased a total approximately $3,800 including $299 in a protection plan and the balance for furniture, taxes, delivery and set up of my furniture. Problems started upon with delivery. The rails for the bed that I purchased were not available, and I willingly agreed to wait an additional 2 weeks for delivery of the rails. All other bedroom furniture, including the drawers, the headboard and footboard, a chest of drawers and and a night stand were all delivered on October 3. The storage drawers to be installed under the bed were not removed from the cartons, and the delivery driver told me that he didn’t believe it would be appropriate for those pieces to be removed from the cartons because he thought that they might be damaged if they were left outside of the carton. Again, that was on October 3. On October 15, the rails for the bedroom set were delivered as expected. However, the delivery and setup man was upset and told me that I should have told the previous delivery person to remove the product from the boxes to ensure that all of the product was in the boxes and that the product was undamaged. So…..here’s the translation in my mind: An Ashley employee told me that I presumed to be the protocol for delivering product in separate shipments, and I accepted that. The next delivery person told me that it was MY RESPONSIBILITY to ensure that Ashley employees do their jobs appropriately. The delivery and setup person for delivery #2 on October 15 called someone….and he was clearly angry and upset that delivery and setup person #1 on October 3 didn’t follow what he believed as the appropriate protocol for delivering the initial delivery. Whoever delivery person #2 was talking to on the phone got on the phone with me and told me that it would take 5 business days for them to send me parts (I had not idea what parts were required AND I did not know what the reason was that the delivery person #2 was unable to complete the installation of the rails and drawers on October 15. It seemed to me that they were looking for a box of hardware, however, (and understand that I’m not making any judgement about the delivery driver/setup person’s nationality) I was unable to understand him either because he was angry and excited because some other employee had not done their job according to his expectations, and because he had a very thick and difficult to understand accent. The rep that I spoke to on the phone who had advised me that it would take several more days to order and deliver my missing product to me, and then several more days after that for me to call Ashley to schedule the work to be completed. So now…..I have all of my furniture, but it cannot be set up and it’s all over my small bedroom in such a way that I would not be able to get around my room without moving the product that was unusable in the condition as it was left me with me….and a “Customer Service Rep” (and believe me there is a reason that this title is in quotes) that can’t seem to help to resolve this issue any quicker than several days to possibly two weeks down the road. I thought that we ended the call with me – certainly not feeling happy or satisfied as a customer who has spent a great deal of money giving my permission to order the necessary parts and with a request/demand that the service rep do whatever she could to attempt to expedite the completion of the parts and setup of my bedroom. It turns out…..according to the notes that this rep took on October 15, that HER understanding was that I refused the shipment of additional parts. I found this out after waiting several days to hear from someone at Ashley to update me. When I finally called Ashley and spoke with someone named Lorinda, she was unable to find any record of my conversation with either a service rep or the delivery/setup person. I also told her at that time that the hinge on the chest of drawers that I received had a couple of stripped screws and asked if we could begin the process of getting that fixed. It certainly wasn’t top priority in my mind at the time because I was more concerned about having stuff sitting around my bedroom. By the way….I got the extra hinges that Lorinda sent to me, and when I called to advise the “service” team of this so that they could sent out a technician to repair the issue with the chest of drawers, I also asked about what the status was with the delivery of whatever parts were still needed for my bed and the completion of the setup of my bed. I guess they completely forgot about the chest of drawers issue, because again, we got in to an hour long conversation about why the issue with my bed was taking so long. The “service” reps seem to believe that CUSTOMERS WHO HAVE PAID A GREAT DEAL OF MONEY FOR ASHLEY PRODUCTS should be happy to wait until Ashley is willing to get the issues resolved. In this conversation where I believe I spoke with someone named Stevie, after demanding to speak with a supervisor, foreperson, VP, CEO…..anyone who had the authority to circumvent the interminably long issue resolution process and get my additional parts ordered and my setup complete…..I was put on hold….and when the “service rep” returned to the phone and said..that after speaking to someone (again….I never know who is making decisions when I speak to anyone at Ashley) she would have the drawers and the tracks for the drawers redelivered to me and set up within the next two to three business days. So, I receive notification from Ashley that they will be delivering product (I’m assuming that they are delivering it in an Ashley Furniture truck, which is what showed up at my home on Friday, November 1) The delivery truck driver and setup guy, (again a guy with a thick accent, and this time with an attitude) brings a small box of hardware. I tell him that I expected that he would deliver new drawers and tracks. He really never addresses this issue. He sees what product is in my bedroom, and demands to know why the previous delivery/setup guy didn’t finish the job. Again, it’s my responsibility to know what Ashley employees and their reasoning for making the decisions. It was late in the day, and the delivery/setup guy, obviously in a bad mood, asks me where the “bunkey” board is for the bedroom set. I tell him that I never had any conversation with anyone about a “bunkey” board. He advises me that without a “bunkey” board, the bed may become damaged. I ask why it wouldn’t have been delivered with the original delivery of furniture. He tersely advises me that I would have to buy one. I call my sales rep, Atieh Ibrahim at the Niles, IL store, and I ask him about it, and he emphatically states that a “bunkey” board is NOT REQUIRED for the set I purchased. I hand the phone to the delivery/setup guy, who is now setting up the drawers and tracks. I did not hear the conversation that took place between driver and Atieh, but after about two minutes, the driver hands me my phone. Thinking Atieh is still on the line, I try to speak with him. I realize the line is dead, and I ask the driver if Atieh hung up. He mutters something that was unintelligible to me and continues with his setup work. I then ask him “what did he say to you?”. The delivery guy says “he said he would order it.” I’m not satisfied with this response, so I return to my phone and attempt to contact Ashley again. As is normal for Ashley’s method of doing business, I was placed in a call queue for a long period of time while I’m waiting to get to the bottom of the issue of the “bunkey” board. I’m still on hold when the delivery/setup guy approaches me and demands that I sign off on the delivery. I told him that I would not sign anything until I’ve spoken to someone about this delivery, the setup, the location of the drawers and tracks that I was expecting delivery of, and this “bunkey” board issue. He demanded that I sign off because he had another delivery and it was late, and he couldn’t wait. I told him if he wanted to leave, he should leave, but that I would not sign ANYTHING until my issues had been resolved. He left. Later that day, I see that there were two large boxes in the unsecured entryway of my condominium building that had been delivered by UPS. Guess what?????? They were Ashley product shipped to me???? Was it the drawers and tracks???? I assume so. Whey were they delivered by UPS and not shipped with Ashley’s truck and delivery people????? I don’t have an answer for that either. In the meantime, after the delivery guy left, someone named Jesse came on the line and I asked him about the “bunkey” board. He was going to get some answers for me and get right back to me. He got back to me to advise me – as Atieh did – that a “bunkey” board was not needed for this set. I asked him for his last name and/or a direct way of contacting him. I’m not surprised that he refused to give me either. The following day when I contacted Ashley’s “service center” to advise them that I had received a UPS package from them that I did not sign for, and which I no longer want or need because it was not used to complete the setup of my bedroom set (which was the reason that Ashley sent the product to begin with). The Ashley “service rep” told me that they could not take the product back. They would not send UPS to retrieve the product (by the way her name was Chantal), and that I, a 72 year old woman with a bad back should haul these packages to a dumpster or return them (I guess at my expense) or donate them. Again, I interpret this conversation in this way, Ashley shipped their product to me and it’s my problem now, and they aren’t going to resolve the issue. By the way, after a long conversation with Chantal, she was going to see if anything could be done to again circumvent the normal process, and she promised to get back to me. She never did. The large boxes are still sitting in the lobby of my building because UPS refuses to return them without approval from Ashley, Ashley refuses to do anything about resolving this issue which they created by their lack of care for the customer and their apparent inability to resolve issues. I highly recommend that anyone thinking about doing business with Ashley rethink that decision. Ashley Customer Care reps are not required to give their names to customers, so when you call to get issues resolved, you must first explain the problem to anyone and everyone that you are lucky enough to make contact with. An Ashley rep told me when I asked them to have their packages picked up by UPS “we don’t do business that way”, which shows a total lack of respect for their customers and unwillingness to do anything other than take your money for their own enrichment. Delivery drivers and setup technicians should NEVER argue about processes in front of a customer, yet in this case, it happened twice out of 3 deliveries. It’s just bad for business, and it leaves the customer in the middle between warring factions of Ashley employees. It also leaves the customer “holding the bag” so to speak, because the customer must rely on the expertise of Ashley employees who are telling them anything to get the customer “off their back” and the customer has no recourse.
10.15.2019, visited the store in my area, Longview Texas to browse for end table possibilities. Seasoned Salesman by the name of Greg very unaccommodating. I was interested in a particular end table and I asked if option in wood grains colors. He didn’t even look and immediately told me no. I questioned his immediate decision, he then told me he would go look around while I browsed. I happen to come upon 4 end tables of same style with different woodgrain shades. His response to me was Oh…? Then I ended up finding a floor rug I wanted to purchase. He told me I could not put it on my Ashley’s c/crd since the item was a clearance item I had to pay cash. I left annoyed because he apparently wasn’t in tune with being assisting to me and was indirectly rude. Next day, 10.26.2019 , 4:00p I called the same store after thinking I didn’t want to miss out on that floor rug purchase. This same representative answered that had that “don’t want to work for my money” mentality. I asked about the rug and if I could use another form of credit card other than my ashley’s c/crd to make that purchase. He said oh yeah—I said then why didn’t you mention that to me yesterday, you told me cash only. I’m on the phone and I asked if he Please go look and see if that floor rug is still there and put my name on it so I can come first thing to purchase in the morning. He told me No, its first come first serve. I could not believe what this idiot just said. I asked him to transfer me to front desk. He said no one there in store but him—hahaha I said its just 4:00, I know front desk people are there transfer me now, to anyone but you. He put me on HOLD then hung up about 2 minutes later. UNBELIEVEABLE tacky attitude coming from an elderly grown man. Shame on you Greg at Longview Texas location. I will return personally to that store tomorrow to file a complaint against this Unprofessional human. I called Corporate to complain and they told me Longview Ashley’s is not Corporate owned.
Filed complaint with Better Business Bureau (BBB) 10/23/19 – 4 days after I was in the store in Manassas, VA – Beware High Pressure Sales and Lies to Customers to get Sale then Doesn’t HONOR what was told:
Complaint Details
Saturday, October 19, 2019 7PM my daughter and I went in to “look” for furniture for a “potential” move – it is not for sure that I will get the place. Even though I said that and I was clear about that, CeCe immediately helped us (walked around checking in on us every few minutes). Long story short – she and the “manager, Ru (sp?)” told me that I should do a “flip and switch” where I go ahead and order it (knowing I may not get the rental) by putting a deposit and then doing the 90 day transaction FIRST, then IF I GOT the rental TO COME BACK and then do the financing plan (spread payments out). My concern was I DID NOT WANT IT TO SHOW UP ON MY CREDIT REPORT, but THEY ASSURED ME, it would not. Stacy notated my account while CeCe stood there and said, just call me if there is a problem and you don’t get the rental. However, they had me log-in, sign-up, apply on the computer and lo and behold I was “approved for $3,250” through Westcreek financial. I had to pay $40 fee and give $180 deposit and provide routing number to my checking account which when I went home and read the documents says I agree to “rent” the furniture and pay over $400 per month. I immediately CALLED THE STORE and spoke to Stacy, the in-training manager (the same person) and said I wanted to cancel. She gave me runaround and said I’d have to speak to an “executive board” to cancel and I told her no way – you were person who notated my account and said I could cancel if didn’t get rental. I immediately called Westcreek and they said to cancel have to talk to merchant, which I did. I also called Wells Fargo my bank and am disputing the charges ($40 and $180) and I want NO RECURRING CHARGES TO HIT MY ACCOUNT EFFECTIVELY IMMEDIATELY. I will NEVER DO business again with Ashley based on this experience. I called within 72 hours of being in the store to cancel. Stacy, the training manager at Ashley said she would have the manager call me last night, but I did not receive a call by 9PM when store closed. And haven’t since and it’s been 3 days.
Desired Outcome/Settlement
Desired Settlement:Refund
1. Refund my $40 that posted on 10/21/19 via West Creek Financial (the service used by Ashley Furniture Store in Manassas, Va. and their number is: 844-937-8275) . 2. Refund my deposit of $179.43 to my bank account (this is a debit account so money/refund should post immediately)which posted yesterday, 10/22/19 from Ashley Furniture Manassas Va . 3. Stacy, the manager in training, should not say one thing and then do another – so a warning NOT to do that with customers – tell them you are notating the account and IF YOU SAY if customer wants to cancel, then they can – not to give the runaround. 4. That Ashley’s manager should have called me – never has nor has sales person CeCe. 5. That Ashley realize I have been a customer of that location before, but now will not be. 6. Please refund my money, cancel the contract. 7. Also, Ashley delivery call me on 10/22/19 in the morning to tell me the delivery of November 15th would not happen as they are delayed and wouldn’t be until 12/1/19 – and they told me IF THAT DIDN’T work I could cancel.
Horrible Horrible way to treat people.
On 08 October 2019 at approximately 3:00 pm, I (S. Miller) received a call from the Ashley Furniture route driver (name unknown) inquiring about the location of our home at 408 Lakeview Road, Gallatin TN 37066. The route driver (name unknown) wanted a adjacent address to our location due to the fact that he (route driver) reported could not locate the address on his GPS. I replied that I could not remember a cross reference road and gave him my wife phone number (primary number given to Ashley Furniture in Madison) I then notified my wife (G Miller) of the situation and asked her to contact the route driver. She later reported that she called repeatedly and left repeated messages when she could not get a answer. On the same date stated above at approximately 5:35 pm I arrived at home (408 Lakeview Road, Gallatin TN 37066 to discover the furniture (mattress) had not been delivered. I called the store (Ashley Furniture in Madison) from 5:35 pm until 6:10 pm and was put on hold and then decided to travel 40 minutes back to Madison to the store because no one would receive my call. At approximately 6:25 pm I received a text message from my wife that the route driver had arrived (an hour late) and had cause damage to our new seeded yard. I immediately called the route driver and asked if he had broke our new concrete running off the drive way and he said no! and hung up. At approximately 6:58: pm I arrived home to find that the route driver had cut a approximately 2.5 foot wide by 15 foot path off our driveway. I than helped the route driver back out of our driveway while he once more nearly hit our new brick and stoned entry walls. It was apparently clear to everyone (other workers as well) that the driver was not capable of backing this size truck. I sincerely asked if he wanted me to drive the truck out, and he ignored me. Once he managed to back out with three person(s) helping, I started trying to repair the damage to our yard for the next 1.5 hours and the results are enclosed in this email and report. My wife later told me that the driver was the only one that was rude out of the other two Ashley Furniture workers.
Prior pictures of damages was sent on October 9, 2019 at 1:09 PM.
I have now respectfully ask Ashley Furniture to NOT to have this driver return to our home to deliver our sectional we have ordered and to be delivered to our address on October 22, 2019. I further ask that the new driver NOT come up our drive way, but park on the unused road in front of our driveway, to prevent further damage to our new property and home.
We have ordered thousand(s) of dollars worth of furniture from Ashley Furniture and have not been impressed with its customer service. If word of mouth is what sells? what kind of word do you think we will offer your future customers about our Ashley Furniture experience? This remains to be answered and will be based upon your response to this report and our request for future delivery. Oh, yes no sectional as told on October 22 but told October 25, no sectional now told December 16. Sectional order canceled. bought one locally at Gipson Furniture will deliver October 25 two days after purchase. I will NEVER use Ashley Furniture again. It is now October 24 and no word on the settlement of damages.
2 MONTHS OLD CUSHIONS SHOT ON LIVING ROOM SET
HAVE XTENDED 5 YEAR WARRANTY NOTHING COVERED
COMPLANING SINCE DELIVERY ABOUT QUALITY
REPS ARE NASTY AND DONT CARE
SENT ALL PICS AND DOCUMENTED EVERYTHING
ALL SCAMERS,THIS COMPANY IS NO F,,,,,,, GOOD
I WILL SPREAD THE INFO ALL I CAN
The local store Ashley HomeStore 7378 Stream Walk Ln Manassas, VA 20109 has missed 3 delivery dates and will not return my call. It has been over a month since my purchase during the big Labor Day sale that advertised next day delivery. Store states “all sales final” but the sale was incomplete since I have not received my furniture.
On 9 SEP I visited the Ashley Store and was approached by a salesperson, after notification that I was moving into my new apartment and needed furniture no later than the 20th we proceeded to make a deal on loveseat, recliner and bedroom suite. I was informed that delivery was an estimate but it would be there no later than the 19th. Without notification, I called on the 19th to only be told that it would be the 20th. Again without notification, I called and was told it would now not be until the 30th. I was again not notified and left 3 messages without a return call. Today, 2 Oct I took off early to go discuss in person only to find that the store was closed early for an employee party. So still not furniture and no call back.
9-1-2019 ordered couch, love seat and chair from Jacksonville Illinois store. We were told 2-3weeks delivery. Store computers were down that day, ordered on 9-2-2019… Delivery became 9-19-2019. It’s Oct… Still no furniture. Store excuse is no truck drivers available. Not our problem! We need answers… Or better yet… The furniture delivered!
Have explained this story hundreds of times to many people and many phone numbers… Purchased a chaise and recliner online. Did not like it… called with the 3 day return policy period. On hold multiple times for over an hour.. spoke with multiple people.. even corporate.. NO HELP!!!! FINALLY recieved a voice mail that pickup scheduled Monday, 9/30 between 11:30-3:30. Said to call back to confirm or my be delayed.. I called back to confirm!!!!! Monday comes and NO ONE BOTHERED TO SHOW OR CALL!!! I cant get anyone to PICK UP THIS FURNITURE and submit a refund!!!! HELP!!!!
My friend and I went to Ashley’s Home Store in Springfield, MO. She bought a recliner and loveseat on August 13th, 2019. We called not even 10 minutes after the delivery drivers had left. They had left a cover plate for the controls on the loveseat on the table next to where they put the loveseat. They would not have the drivers come back and put it on. We have both tried to put it on but it seems to be broken. We have called and called. Gone back to the showroom twice and we still can not get fixed. She also has the 5 year service plan and we can not get anything done. But we have been lied to multiple times. I was going to buy a bedroom set but I will and my friend will never buy anything from Ashley.
I purchased a bedroom suit on 9/7/19 from the Flowood, Ms store and was told it would be delivered in two weeks. 9/28/19 I am still without what was promised to me. They have taken my money and not delivered anything. I called the store and am being told it hasn’t been shipped from the warehouse in Hattisburg,Ms. No one seems to want to help me and keep putting me off that someone will call. I will let all my friends know what kind of store Ashleys really are and to steer clear of this store. The great thing is when someone screws you now, the internet and facebook can get the word out quickly.
I not happy with quality of my sectional. I feel in love with the color and the shape, but it is not holding up well. I am on the line with customer care, and they are trying to get someone out to looks to see why the material is hanging and it is squeaking. I purchased it in the fall of 2017.
We recently purchase furniture from Ashley Furniture in Longview Texas. Our salesperson was very helpful and understood the importance of meeting our deadline. My husband rented a U-Haul which was picked up on Friday September 20, 2019 and drove to the distribution center in Tyler to pick up this order. We drove to our destination, start unloading the U-Haul, only to discover the order was right. I called Ashley Furniture customer care number, no help, I call and talked to someone in Longview trying to get some help. I finally talked to a manager- I believe his name was Frank. First we were told to go back to the distribution warehouse which is In Tyler, we were minutes away from the warehouse, then told we needed to go to Ashley Longview and they would give us the model they had on display. All we wanted was the right piece of furniture and get our son moved in. We drove up, and was asked to drove around to the back of the building to unload. This manger again ask can we drive to Tyler. So let me get this straight, we have driven to our destination, drove back to Tyler, then to Longview, and still having to drive back to our destination….. are you kidding me.
There are several things that went wrong.
1. Whomever picked our order at the distribution center should have verified the accuracy of our order.
2, None of Ashely Furniture employee didn’t seems to care or had concerns of the mishap. There was no willingness to work with us until my husband stated he would drive back to Dallas and load ever piece of furniture and bring back to Longview.
3. We wasn’t compensated for the inconvenience we went through. Nothing was even offered. We’re got a display model but we’re paying for a new piece of furniture.
If this is how Ashely Furniture treat their customers, I rather not be a “valued customer”.
I purchased a 3 piece livingroom set from Ashley’s going on almost 4 years. I must say I am so very, very disappointed with my purchase and choice. I saved my money and waited until I could afford something new and nice to put in my home. My furniture is broke down and looks so horrible. I am embarrassed by it and cant wait to get rid of it. I shouldn’t see the back of my over sized chair coming apart a trying to hammer it back together. Why when I’m sitting on the couch am I feeling the springs and the wood on the side of the couch. The fabric is a whole other story, but perhaps I just selected the wrong type. It gathers some sort of fuzz/lint or something all over and forget about trying to clean it. Before this purchase I had spent less money at another discount store and to be honest it held up for over 10 years with no problems. I will take photos of my livingroom set and gladly post photos. I thought buying from Ashley’s would have been a better purchase for me, was I so wrong.
I have been trying to get my refund back. I have called I have went to the store location and spoken with the store manager. Only to be given the run around. I only want what belongs to me. Had I made a purchase using your credit and NOT paid the bill you would as a company would have an ISSUE. So since l’m unable to get my MONEY maybe my attorney can. THIS NOT GOOD BUSINESS!
Bought furniture for the living room. Sales people where excellent delivery went well no issues there. Bought the warranty for the furniture. I have a recliner that broke. I called the number for repairs. I did everything that was asked took photos e-mailed them to the company. Got a phone call back about 2 days later to set up an appointment. That was set 2 weeks out. I got a phone call the night before to let me know when they would be in the area. I took off a half day of work. When the tech arrived he asked me for the part. I asked him what he was talking about. He said they should have shipped me a part for him to install. Tech was there about 15 minutes and left. I tried calling the store to get an answer, Just got the run around no one here to talk to it can take up to 5 days to get the techs report back . Already been 3 weeks, how much longer is this going to take. Never will I buy from Ashley again,
Purchased a bed for my granddaughter on 8-14-2019 at the Lake Jackson, Tx location. Service was great but the delivery and call back from this store was HORRIBLE. Delivery would be on 8-22-2019 between 6:00pm-9:00pm. I totally understand about delays. It was 8:45pm and no phone call from the delivery guys so I called the store to see if they knew of anything going on. Spoke to a sales rep and she looked me up and said that there’s a 2 hour delay. It’s close to 9:00pm now so delivery would be around 11:00pm. I asked if they’d delivery this late and she didn’t know because it was a new delivery company. At 10:50pm I get a phone call from the delivery guy and said they’d be at my home in about 30 minutes. I declined the delivery told them it was to late and that everyone was asleep and we had school and work in the morning. He kept persisting and I told him no and that I would call the store in the morning. I called the store the next day after 10:00am and spoke to the same sales rep from the evening before and she remembered me. She would look into it and talk with the manager and have the manager give me a call back. It’s now 3:50pm and no call back. I call back again and spoke to someone in the delivery department. Gave her my info and she looks me up. She said I was never going to get a delivery because all my stuff was on backorder and I should’ve gotten a phone call. NOW I’m really confused. I told her what was going on and that someone called me for delivery at 10:50pm. I asked how could I cancel my order. I’m so upset and confused. She told me that there would be a restocking fee. I’m like for what if it’s on backorder. She also told me that the manager would never call me back. So confused………………
I call back after 6:00pm and talk to a sales rep and they’d look into it again and someone would call me back. Still no call back from the store. It’s now Saturday and I give them a call again. I spoke to the sales rep who helped me with my purchase and she knew nothing about what was going on, so I had to tell her everything again from the beginning. She’d get with the manager and call me back. I’ve heard that before. I get an email at 4:52pm to confirm a delivery for 8-27-2019 from11:00am-2:00pm. Just an email and no phone call. Horrible service. Here it is 9-4-2019 and still no phone call from anyone. I’ll never buy from Ashley Furniture again.
Upset and confused…..
Purchasing and/or doing business with this store/company, will be one of the biggest mistakes you will ever make and the furniture isn’t even quality. Long story short, I found a bed I thought I loved at Ashley’s and wanted the matching furniture, paid and was finally delivered damaged furniture with a musty smell that I am not sure is coming from the furniture, or the upholstery. Try to call store and you cannot get ahold of these people, so if you have any issues, you will be forced to go in. I cannot stress enough about the poor customer service, at the Tacoma, WA location, on 38th, by the mall. Jim, store manager, is rude and will talk down to you and defend his store, even when they are wrong. I tried giving them the benefit of the doubt, picked out a new bedroom set, signed paperwork and was assured, but Nicole Lane, sales associate, and Jim that they would pick up damaged furniture at the same time new was delivered and that they would cancel transaction with the bank, for original purchase, in it’s entirety. I get confirmation for delivery on 08/29 and that day I get no calls and no one shows. Call delivery center and no record of scheduled pickup for damaged furniture and new was canceled due to lack of payment. The store that likes to blame everything on the warehouse, didn’t get authorization w/ bank so that the warehouse could deliver furniture, they didn’t schedule for pick up and they didn’t cancel transaction & refund with the bank. Finally go in, next day, and I am greeted with rude associates sneering at me, and Jim telling me, yeah you’ll have to wait again, tauntingly and knowing that this has already taken so much of my time. No sympathy, or apology, for their poor business costing me my time from work. I am upset, because Jim tries to tell me that I never asked for damaged furniture to be picked up. When I finally get paperwork that I had to ask for, confirming return and pick up date 09/04/19, I let out a little holler and bring up how bad their BBB ratings are & as I’m leaving, Jim, the store manger, tells me to take my medication. I can’t believe they are in business and that their operations are going unnoticed by the CEO and corporate Ashley’s, but then if you go on cooperate Ashley’s, this is a nationwide faulty company that hides behind their longstanding name. It is now 09/04/19 and they send a truck full of furniture, to my house, to pick up an entire bedroom set, and there is no room on the truck, so now I have to wait until later and I don’t know even if they’ll come back. This is a never ending nightmare and all I wanted was some new furniture and I am now their victim. PLEASE SHOP AROUND, BUYER BEWARE. It’s not just that their furniture is poor, it’s that their customer service is among the worst in the business. I recommend Harkness, if you are in the Tacoma area. God help me.
I had the worst experience with this company and especially your delivery company! They delivered my couch (3 weeks later which is ridiculous) and the 2 delivery guys stood at my front door for over an hour did not try once to put it in my door. Then told me he measured and it will not fit then literally 2 minutes later he asked for a tape measure!! I said I thought you measured it already and it wouldnt fit and then he studded on his words and said oh well um I measured in my head so they straight up LIED!! Then they told me they could try going up a different way but they would ruin my rose Bush. These 2 guys had an attitude to start with! Then to top it all off I told him to leave the furnature at my door and I will have my husband bring it inside himself the delivery guys got in there truck and said hold on I’ll call dispatch and ask if I can do that so I stood in my driveway waiting for an answer and they literally just took off!! Then i gave you guys ONE more chance to redeem yourself (stupid me) and called to see if they could come back that day or the next day to leave it at the door and your company told me it would be ANOTHER week till they can come back when they literally JUST left my house!!!! HORRIBLE HORRIBLE SERVICE and I would never step foot in another Ashley store what a joke this company is!!
And I bought a new couch from a different company and the new couch is 90 inches and the other was 81 and we fit in through the door no problem. You really should look into those 2 delivery guys they were horrible, rude and useless! You paid them to stand on my porch and look like idiots for over an hour that day when it couldve been done in less than 10 mins. But that’s okay we received much better service from a different company for a much better price!! Never use this company!!
DO NOT ORDER ANYTHING FROM THIS PLACE!!!! WORST SERVICE EVER AND THE DELIVERY PEOPLE ARE HORRIBLE THEY COULD NOT THE COUCH IN THE FRONT DOOR AND DIDNT EVEN TRY. THEY STOOD ON MY FRONT PORCH FOR OVER AN HOUR AND LIED AND SAID THEY MEASURED AND IT WOULDNT FIT. I TOOK MY BUSINESS ELSEWHERE AND I GOT THE COUCH IN THE DOOR EASILY. ALSO FOR A MUCH CHEAPER PRICE. ASHLEY FURNATURE IS A JOKE AND NOT WORTH THE TIME OR MONEY!!!
ALSO FORGOT TO ADD HOW UNPROFESSIONAL THERE “DISPATCH” WAS AND WHEN I ASKED THE DELIVERY DRIVERS TO LEAVE THE COUCH AND I WOULD HAVE MY BOYFRIEND BRING IT INSIDE NO PROBLEM THE DELIVERY GUYS SAID I HAVE TO ASK MY DISPATCH AND ILL LET YOU KNOW. WITHOUT LETTING ME KNOW THEY LEFT MY DRIVEWAY WITHOUT LEAVING THE COUCH AND WITHOUT LETTING ME KNOW WHAT WAS GOING ON. ALSO WHEN ON THE PHONE WITH THE MANAGER WHO ALSO WAS USELESS ABOUT THE SITUATION WAS PUT ON HOLD FOR OVER A HALF HOUR AND THE CALL DISCONNECTED SO I HAD TO CALLBACK AND GO THROUGH ALL THE PROMPTS AGAIN. WORST EXPERIENCE EVER AND A WASTE OF 2 DAYS THAT I HAD TO TAKE OFF OF WORK FOR. NEVER ORDER FROM THIS SAD EXCUSE COMPANY!! I TOOK MY BUSINESS ELSEWHERE AND AM MUCH HAPPIER.
I ordered a couch on July 26 2019 was told that it would take 2 weeks. I callp the warehouse to see if the order was in I was told the truck would leaving on August 9th . So I called the next week was told my furniture is on the truck that left the 9th and should be here any day. So the next week I called and ask to speak to the store manager on August 21 she then tells me the truck had a delay I ask her when did the truck leave the warehouse she replied oh it left SEVERAL DAYS AGO and she would put me on a priority to get it as so as it gets here. Well I called back to the warehouse on the 25 and was told the truck had left on the August 20 and I was not on a priority list. So it is one to keep telling your customer over and over the trucks are delayed but to have a store manager out right lie to a customer. I have worked in sales and that is not how you keeps customers. And more so would not keep a store manager or an employe that would lie to a customer. So at this time I have a empty living room I gave my couch and loveseat away thinking I would have my new couch in 2 WEEKS. It has been a month and a day and still no couch. My name is Cathy Martin and the store I shopped at was Ashley Furniture Store in Cape Girardeau Missouri.
This has not been a pleasant experience. I recently purchased great room, dining room and bedroom furniture from the Dublin California store. I am very happy with what I purchased except for the bedroom set. The delivery driver identified that the footboard had some heavy damage. I was told by the store manager (David Abelson that he will not take the bed back). The delivery service took the damaged foot board but left the rest of the bed. With all due respects I do not want this bed. I offered to take a store credit and purchase a different bed. I am not pleased that my concerns are not addressed. I am told that all decisions are in the hands of the store manager. In three different phone calls I asked for a corporate manager to discuss this with and was put on hold twice for a very long time. The third time she just hung up on me. Sad! If this actually gets read and not round filed I would appreciate a phone number of someone who has a feel for customer service and would like to resolve this without making me feel that David Abelson just sold me damaged goods. I am presently on the phone waiting for customer service. She just came on and said UM! to all three questions I asked and hung up. Please have somebody contact me and explain. Or give me a corporate person that is will to resolve this issue. Meanwhile my new bed will sit on the floor of my bedroom and wait a resolve.
Purchased over $2000 worth of furniture from store in Mishawaka, IN the beginning of July. Found a crack in bottom of coffee table immediately after delivery. Called store immediately and was told to email a photo. No apologies-not their problem. After waiting 3 days and getting no response, I called store again and asked for manager. Called 5 times because was constantly transferred, disconnected and not one person apologized for having this issue. Was eventually given a person in Fort Wayne who handles service claims. (Sad that furniture that was reported broken on day of delivery is not handled by store) Person in Fort Wayne was very kind and the first person that apologized to me for the experience. Was told could be sent part to replace broken part. Would take 2-4 weeks. Called after 3 weeks to check on status. HAd to leave message because they dont answer. Was left message it would now be the end of October. Thinking this is unacceptable, I called store in Mishawaka. Asked for MArissa(manager). Was told she was busy with customers(thought I was one but apparently once they have your money, you dont count). Person I spoke to said she understood my frustration but it is out of their hands. I said ” Shouldnt this be something your store manager follows through on and helps a customer that had a problem and was told that is not how it works. “
We have purchase a few furniture items from Ashley Furniture and have been happy with the pieces. Recently we requested some warranty service on our couches and tables due to cleaning and fraying concerns. When we purchased our couches and recliner our sales person said that the warranty will take care of everything even a full replacement. That is not the case with GBS Warranty Services. We paid $500.00 for a worthless five year warranty. Is there anyone that could call me to assist. I could not get through to the Yorba Linda, Ca. store when I last called and was left on a cycle of phone holds, it was quite frustrating. The reason why I called the store was because GBS said that I should contact the store after they denied my claims. In fact we had GBS service one of our tables and now that spray paint they used to correct the discoloration is now again discolored and they denied their own warranty work…HELP.
Do not buy anything from Ashley. The people in the store are nice but the customer service department is a cluster and help is non existent. I have never been lied to so often by incompetent, non caring and dishonest people in my life. When requested, I’ve found that there isn’t a manager in the company that has the guts to talk to a customer directly and the front line employees do nothing except tell you want you want to hear just to get you off the phone…never to be heard from again with the resolution to your problems. Do yourself a favor, don’t experience the aggravation so many others have experienced and shop someplace else!!!
Dear sirs, I purchased a recliner in a Las Vegas Ashley..After the delivery men left, I realized the seat portion was too small and my legs hung way over when the foot rest was extended. It was not the one I had picked at the store.
I contacted the store and was told by both the salesman and manager that there are no returns or exchanges.
I next filed a complaint, which included pictures of the recliner. Case #01513404-l.
After some time I was advised that nothing could be done and I would have to contact the store,
Having done that once, I saw no need to try that again.
I am writing this in hopes that someone at the corporate level would be able to help me.
Thanking you in advance,
Dennis Love
This is the worst store ever. Once you buy your item the customer service is over, if you get it ok if you don’t they don’t care. They will not let you complain, they just put you on hold forever. No numbers they only transfer you so you will never reach the complaint department. I wondered why the store was always empty, while just looking. now I know why. DO NOT BUY FROM ASHLEY HOME FURTURE. SERVICE is non existence, after you purchase the item.
MR. WANEK I PURCAHSED A COHAMA SECTIONAL THIS YEAR IN MAY YOUR SALES PERSON DIDN’T KNOW HOW TO BREAK DOWN THE COST OF THE SECTIONAL WITH THE COST POSTED RIGHT IN FRONT OF HER I SAW IT AND ASKED ABOUT CHANGING THE DAY FOR A ZERO RECLINER BUT THE OLDER SALESMAN SHOWED HER AND I WENT ALONG WITH IT SO LATER I GOT 2 DIFFERENT VERSION OF THE 5 YR EXTENDED WARRANTY THAT’S MS MELANIA AND THE MALE MANAGER SO I WAS TOLD ALL MY PAPER WORK WAS IN THE BINDER BUT IT WASN’T SO I CALLED 5 TIMES BEFORE I GOT AN ANSWER AND I WAS TOLD IT CAME WITH THE DELIVERY BUT THIS SALE PERSON NEVER RETURNED CALL I WAS TOLD SHE WAS WITH SOMEONE AND THEY WOULD HAVE HER CALL ME BACK AND SHE WAS NOT WORKING BUT NOT ONLY THAT MY DELIVERY DAY WAS JULY 10 2019 DON’T YOU KNOW THESE PEOPLE BROUGHT THE WRONG FURNITURE NOW TO LET YOU KNOW SOPHIE FROM DELIVERY CALLED AND LEFT A MESSAGE WITH THE RIGHT FURNITURE BEING DELIVERED WITHOUT THE RIGHT HAND ZERO RECLINER THE I ASKED THE OLDER GUY ON DELIVERY IF MY FURNITURE WAS GOING TO BE DELIVERED THAT DAY CAUSE SOPHIE HAS ALREADY SAID IT’S ON WAY HE SAY CALL THE OFFICE I CALLED THE LADY SAID THE TRUCKS HAD TO COME BACK AND THEN THEY WOULD CALL ME DON’T YOU KNOW NOBODY CALLED MEAND TOLD ME NOTHING NOT WE SORRY BUT I DID GET AN I’M SORRY FOR YOUR CONVENIENCE FROM YOUR CUSTOMER SERVICE AND YOUR MANAGER ON JUNE 28 WHEN I WENT TO THE STORE AND DEMANDED MY MONEY RETURN FOR THIS MESSY CRAFTSMANSHIP ON THE SAME DAY IT WAS DELIVERED I LOOKED IT OVER MORE AFTER THE DELIVERY GUYS HAD LEFTED AND FOUNDED 7 DEFECTS EDGES STICKING OUT OF THE FURNITURE WHEN I STAND BACK AND LOOK AT THIS SECTIONAL THE IN STITCHING IS OFF IN THE WEDGE IT DOESN’T LINE UP WITH THE 2 RECLINERS THE MATERIAL WAS NOT STAPLED UNDERNEATH YOU NEED TO FIRE YOUR PEOPLE FOR THIS MESS SO LIKE I TOLD THE MANAGER THAT AGREED TO RETURN MY MONEY ON JULY 2 2019 WHEN HER TECH CAME OUT AND SAW ALL THESE DEFECTS BUT SHE WENT BACK ON HER WORD THERE A PRICE TO BE PAID FOR ALL THOSE LIES AND SENDING CUSTOMER BAD MERCHANDISE LIKE YOU DON’T KNOW WHAT’S GOING ON I WANT MY MONEY BACK AND THEY CAN PICK UP THE MESS THEY DELIVERED HOW YOU GOING TO TELL ME YOU NOT AT FAULT THERE’S A LAW FOR THIS KIND PRACTICE
The worst store ever- DO NOT BUY FROM THEM!!!!!!!!!!!!!!!!!
It seems that corporate must not care either since I see so many experiences like ours. No wonder the General Manager and Customer Service rep were so quick to give out the corporate phone numbers. For a GM to tell a customer that life is not guaranteed shows me the lack of care and support set by Ashley Furniture. We furnished (2) of our girls homes, one in Tyler, Texas which went without a hitch from the sales person, to the back-order to the delivery we were informed and treated with respect. I can not say that much for the Orlando Mellenia Plaza location. Rude service from the acting manager AND GM, excuses upon excuses, no follow-up and then being told that the merchandise is not guaranteed (but they sure take the money) and telling me that life is not guaranteed. Just a horrible experience…..and she is still missing furniture.
Ordered the Raelyn Vanity and Mirror with stool from Antwan Blackwell June 9, 2019 over the phone from their Prineville location. Mr. Blackwell informed me he would follow up with a delivery date for the item.
Weeks pass, no phone call or email about a delivery date. I then called their Pinevile location the second week of July 2019 for more information on my order. They informed me that I could pick it up July 19. I asked if I could get it delivered, I was then informed that if i choose to have it delivered it wouldn’t be available until August 2nd. I decided against that and said we would go ahead and pick it up July 19th. I was then informed that July 19th was no longer available ( so in that 2 min window my pick up date vanished???) and I could now pick it up July 30th.
I called July 29th asking for hours when I could pick up this item, the lady informed me that July 30th was not a pick up day. We had arranged our schedules to pick up the item July 30th. So, inconvenienced twice at this point. She informed us we could pick it up Friday-Monday 9am-5:30pm. My brother and I had arranged our schedules to fit August 4th at 9am. We show up to the location at 9am, no one is there. Inconvenienced THREE times at this point.
I follow up at the Prineville location where I am not only hung up on once, but three times by the following people : Anna Herbert, Brian Clark, and Kevin Kuhlman. None of these people were helpful.
We need this delivered THIS MONTH. FREE OF CHARGE.
Your customer service has been a complete nightmare. Which is terribly shocking, because we bought most of the furniture in the house from Ashley Furniture and had nothing but rave reviews. All we want is this vanity, delivered free of charge since we were incredibly disrespected by your employees and inconvenienced several times.
I purchased a bedroom suite for my grand daughter,the bed was delivered without the bedrails,called the store that day of delivery and was told they couldn’t do anything until the truck returned back to the store but they would see what happened and someone would call me back,unfortunately no one called me back and every person that took my call seem to be either covering the matter up or they just didn’t care.I called one day after making several calls and they did not put my call on hold I guess they just stood there with the phone in their hand because I heard the conversation they were having with another after holding for several minutes they decided to hang up the phone,I have never experienced the kind of customer service,bad for any business.Now it is Sunday afternoon and I called to speak to the sales rep who helped me with my purchase and she is unavailable I was told she will call me back today,so for no call back,I will be cancelling my purchase and they can pick their delivery up,it is terrible to have this kind of treatment given to your customers,very bad customer service
I AM DISGUSTED WITH ASHLEY! I will NEVER buy from this ‘furniture’ company. I have had my section for 8 weeks…8 weeks! I have already had 3 service calls and they just keep replacing things. First the section arrived with 3 cushions have 1/2 the stuffing in them. i had to call and wait 3 weeks before a tech could come out. THEN the zipper broke. Had to wait yet another couple weeks. I was told that the entire left turn of the section would be replaced. I was not happy. However, it now my understanding that won’t happen. I have called the store well over 3 dozen times and the phone gets forwarded directly to the customer service center….I sit on hold…more hold. Then when I finally get a rep on the phone there isn’t anything they can do for me. I finally raised an issue and got Alvin, supervisor. He listened..called the store and then I heard nothing from him. I called back almost a week later and was told I had to have the rep take a message. Doesn’t the customer website say 24-48 hours turn around time – well I am well over a week. I got upset and called back..I was lucky to get another supervisor who I thought was helpful. She promised me she would call AND email the store and would get back to me the next day. Well that was last week. So I am back to the calling – I have been calling for 2.5 hours now – either get told to call the store (duh that is where I started and it goes to the customer service line), they can’t help me that I will get my parts in the mail and call back for another appointment for installation, or I get hung up on….I am so done! I am calling BBB. I even offered every person I have talked to that I would like the sectional returned and would upgrade – adding 1200 more dollars for the new sectional. Nope – they don’t care. It is ridiculous. I am an HR manager and would NEVER treat anyone as poor as your corporation does.
I am hoping someone reads this and FINALLY decides to be professional and contact me. I hope those who work there NEVER have to be treated like I am.
Good afternoon,
I have moved about 8 times during my 22 year military career. Oftentimes this has been an excellent opportunity for me to purchase new furniture for my family. I can say that this was absolute worst experience I have ever had in my 40 years on this planet.
The chronology below (I hope) will shed some light on my very frustrating experience. If only buying a piece of furniture was as easy as getting the quality you see on the display in the store!
1. After paying for over 4K worth of furniture I found out that the first available delivery day was 6 days later. This isn’t a huge deal as I am military and have lived a life of sleeping on the ground and of simply adapting and overcoming.
2. Like most delivery services the company requires you to be present (take off work) for the designated appointment. When the furniture arrived we discovered immediately that a major piece of the couch was broken. The piece was not even unwrapped out of the transport plastic. It looked as if it had been dropped and the arm was broken off. Obviously, I rejected this piece of furniture. Only to find out that the next available delivery day would be in seven days.
3. After numerous 45 min phone conversations the customer care team was able to get me a replacement piece delivered in 2 days. They really did a great job and I am very thankful for their efforts. However, this required me to yet again take off work to receive the piece.
4. The piece that arrived was in perfect condition-and on time. However, when we connected it to the original sofa (that was dropped off two days earlier) we noticed that there was a SIGNIFICANT gap between the couch (the couches don’t line up correctly —the wood is not flush, so the couch does not connect properly). There is literally a two finger gap, whereas the rest of the couch is flush. It looks like some second rate furniture to be 100% honest. It certainly isn’t the $2000+ dollar couch that we agreed to PAY FOR on the display model in the Ashley store (fraud?)
5. Now I have to have a technician come out to look at the couch in 2 weeks. The worst part isn’t that HE IS GOING TO SEE EXACTLY what I see—it is that I will not be physically present to meet him. I am an active duty Marine and my time away from work is very limited, considering I work out of San Diego. So I have to arrange for someone to be at my house to meet the technician…and once again when the replacement piece finally arrives. Now I get the opportunity to inconvenience a friend or family member. Thank you Ashley!
6. On top of all of this, I paid a substantial amount for a delivery fee.
My two question to the leadership within Ashley co: Does Ashley, and their subcontracted delivery service take pride in their product? Do either have a quality control (QC) process? It sure doesn’t appear like it. It has been my experience that a reputable company would bend over backwards to ensure their customer is taken care off. If a piece was broken during transit, wouldn’t a “reputable company” want to ensure that the customer receives a replacement in a timely manner, so as the customer doesn’t have to have 1/2 a couch in his or her living room?
Personally, if Ashley was my company I would have a piece re-delivered that same evening, or the following morning. And I would give the customer a gift card, or store credit, to ensure that MY customer felt my empathy for their situation. Let me be clear, I understand that mistakes happen. But to turn your head (and then expect me to sit on hold for over 2.5 hours with multiple customer service representatives) is about as junior varsity (JV) as I have ever seen.
Respectfully, Ashley is not good business and I am not a happy customer.
I pray this message finds you well and that you are able to use my testimony for the betterment of your company sir. If it was reported that my men were shirking in their responsibilities / commitments you best believe that I would drop the hammer.
I believe that you will do the same sir. I know that you are also very busy and maybe not have an accurate pulse of your organizations quality. I can assure you that your profit margin would increase if you looked into this situation more.
Or you can hire me in a few years and let me be your quality assurance customer service representative. I am sure that I can give viable options to dissatisfied customers-vice having them wait on hold for an extensive amount of time with a customer service rep.
The bottom line is: I paid my end of the bargain. Your company is failing to fulfill their end of the deal. I didn’t buy a $500 broken couch. I bought a nice piece of furniture that was displayed in the Tampa, Florida Ashley showroom. That sir is fraud…
Please feel free to contact me any time at 813 966 XXXX or at Thomas.W.Toalston@ gmail.com.
Very respectfully,
Thomas Toalston
BE ADVISED: Ashley Furniture Fort Lauderdale FL
More than a month ago I purchased nearly $5,000 worth of furniture (dining and living room plus art work) in cash from salesperson Angela Collins.
At which time, Ms. Collins assured me all pieces would be delivered on July 2 as I had requested for my son’s new home.
I called Ms. Collins multiple times, came into the store multiple times to confirm my order and delivery date. Every time Ms. Collins confirmed delivery on July 2.
On July 2, the furniture arrived WITHOUT the sofa table or coffee table. I was told by delivery men the “coffee table” was damaged and the sofa table was not even on the list for delivery.
I called Ms. Collins and she accused me of never telling her to order the sofa table. When in fact Ms. Collins forgot to order the sofa table…she was rude and dishonest.
MOREOVER, one of the delivery men kicked a sterling silver crystal vase on the floor…broke it and did not even acknowledge such when in fact I saw him do it.
On July 4, Ms. Collins called me to confirm delivery of the “coffee table” for Monday July 8. Explaining the “sofa table” on back order.
I requested vacation time from work AGAIN….I waited until 3pm on July 8 …no call from store….no deliver…I called customer care….I was told the “coffee table” is not scheduled for delivery today…. July 8.
NO ONE from Ashley had the common courtesy to notify me that there would be NO delivery….I waited all day…and finally “I” had to call customer care to learn no coffee table was being delivered that day.
I called Ms. Collins who was very unprofessional, raised her voice at me saying she didn’t know anything about the coffee table.
THUS, Six weeks later after paying $5000 cash, 6 visits to the store, 5 calls to sales and 8 calls to customer care, exhausting hours of vacation time waiting for deliveries that never arrived, and destroying my personal property….I still do not have the furniture I paid for!
Lastly, I called Ashley Furniture and asked to speak to the store manager, …and she never returned my call….unbelievable!
The Ashley salesperson, manager, customer care reps and delivery men are incompetent…and dishonest.
As of today, July 9, I have had no response from Ashley Furniture Ft Lauderdale if or when I will receive the furniture I have paid for in full.
I have notified Ashley Furniture Corporate Office as well as the Better Business Bureau of South Florida…seeking resolution!
Kathy L. Lantz
954-789-XXXX
c:
Ashley Furniture Industries, Inc
1 Ashley Way
Arcadia, Wisconsin 54612
Better Business Bureau of Southeast Florida
4411 Beacon Circle,
West Palm Beach, FL 33407
Attention: Director– Ashley Furniture
Greetings
I have a client that is interested to infuse cooperation with you and your company
Your urgent response is required if interested for business Joint Partnership with you and your company I will email you in details in the next communication
Please reply via: williamjacob218 @gmail.com
Regards,
William Jacob
image1.jpegimage2.jpegI am regular Ashley customer and bought lot of stuff from Ashley I got letter from Ashley regarding new offer exclusive for me saying Porter 5 piece in $599.99 when I used my Ashley card I took that ad to store and bough today from Colton home store but store told me they send you wrong letter we don’t have that offer it our fault so we will ask corporate to do correction i asked it’s not my fault I came today just after seeing this add which I am attaching for reference today I spend lot of time money and feel Cheated I have that letter copy need action and explanation why you guys send wrong or fake letter to my home address which you can’t honor I spend today approx 1600 just due to this add I visited and spender as I visit store to buy offer which you guys send me 5 pc set If it’s cheap sales strategy it’s really bad I am going to file complaint against you guys to BBB if it’s mistake why I am going to suffer I want 5 Pc set but in same price I got just bed it’s only 3 pc but in your letter which send to me clearly mentioned 5 and that included 3 pc which I got today so i need rest 2 pc as my room will not look not nice without rest 2 pc also I don’t that that much money to over spend due to you guys fake letter
Regards
Shivesh Singh
image1.jpegimage2.jpegI am regular Ashley customer and bought lot of stuff from Ashley I got letter from Ashley regarding new offer exclusive for me saying Porter 5 piece in $599.99 when I used my Ashley card I took that ad to store and bough today from Colton home store but store told me they send you wrong letter we don’t have that offer it our fault so we will ask corporate to do correction i asked it’s not my fault I came today just after seeing this add which I am attaching for reference today I spend lot of time money and feel Cheated I have that letter copy need action and explanation why you guys send wrong or fake letter to my home address which you can’t honor I spend today approx 1600 just due to this add I visited and spender as I visit store to buy offer which you guys send me 5 pc set If it’s cheap sales strategy it’s really bad I am going to file complaint against you guys to BBB if it’s mistake why I am going to suffer I want 5 Pc set but in same price I got just bed it’s only 3 pc but in your letter which send to me clearly mentioned 5 and that included 3 pc which I got today so i need rest 2 pc as my room will not look not nice without rest 2 pc also I don’t that that much money to over spend due to you guys fake letter
Regards
Shivesh Singh
Jurupa Valley CA 92509
I wish I had seen these complaints before I made my purchase with Ashley in Tuscaloosa al. Finally got a delivery after 7 weeks, yes 7 weeks. I was told 3-6 weeks but nope it was 7 weeks. When I got the delivery one of the bed room sets was the wrong size, I ordered a queen and got a twin. I called customer service, my choice was to wait another 7 weeks . I think not, they did refund the item but not any part of the delivery fee. Do not buy from Ashley, this is normal buisness for them and they do not care for customers after they get payment .
I got 2 bedroom sets at a 75% discount from this place at $6700. First of all one of the sets came with a piece that was smaller or did not fit, then for the other set they sent a damages piece and finally when that wasn’t enough my foundation for the bed was not sent. When I called to complain they said they will look at the items and send it back maybe in 2 weeks. I called the store to talk to the manager but apparently he was not in. So I spoke to a person named Bryana (apparently no one works there by this name). She tried to blame the order mix up on me. Saying things like I agreed to the wrong piece that they had sent, she also did not give me any solution as to the foundation that was missing. Moreover, she said I can cancel the order if I wanted to which I replied “why so I have to pay 30% for your mistake” and she just stopped talking for 1 mins there. When I spoke out again she was like I’m here. Finally, to top the cake of disaster that THEY had created she hung up on me!!! I called their corporate to complain about the attitude that I got for THEIR mistake, there was no one in that store with her name. I don’t know when I will get my stuff back. They ruined my whole day. I have a bed without the foundation and a dresser and another room is decorated with other pieces but the bed!!! Is this how you treat you customers?? I hate you Ashley furniture! You are what you are because of customers like us. We do not need you! there are tones of other better dealers out there and the fact that we chose you is sth that you should cherish. All the worst wishes to you!!!! Customers dont mean anything to these people. They will literally kiss your ass while selling and the moment they seal the deal you see their true colors. They do not deserve to be in this perfectly competitive market. BOOOOO!!!!!!!!!!!
After reading the horrible reviews, my experience likely won’t amount to much. Any company that has this low of a rating clearly doesn’t care about the customer experience, let alone customer satisfaction. I purchased a sectional sofa mid 2017 and purchased a warranty – “platinum”. I merely called the Town Center store in Jacksonville, FL, today to inquire about cleaning the sofa. I was told that the warranty only covers accidental damage which is not what we were sold. We were sold a package based on purchasing scotch guard, that would cover any stains. We were told that the sofa was microfiber and we could merely wipe it with a damp cloth and the stain would disappear. If it didn’t, we were told the warranty would cover it. All of this aside, when I called today, I was told “it is against policy for us to discuss cleaning with customers. When I explained everything mentioned above, she changed her story and said it wasn’t actually policy but they don’t advise customers on cleaning furniture. I told her that made not even the most basic common sense as that is a primary question most customers ask when buying upholstered furniture! When I asked to speak to a manager, I was told that “the manager over the store back then no longer works here.” What difference does that make? You mean to tell me that managers are assigned to purchases? I happened to be having another furniture item professionally cleaned today and based on what I was told at purchase, I merely wanted to ensure that I had the correct instructions for cleaning. As it turns out, the ‘microfiber’ couch that I was sold is actually not microfiber but a polyester blend. I was eventually directed to a website for Ashley that gives information on appropriate cleaning techniques based on the furniture code on the sofa. This was odd given they don’t give cleaning instructions. I help y organization and others improve their processes with a focus on the customer experience. Clearly Ashley needs help in this area. No customer HAS to purchase from you; there are ample other stores from which to choose. Suffice it to say, having been lied to, sold a bogus warranty that was misrepresented and having someone shield management from having to address customer issues by saying you couldn’t speak to them because they were not working for the store at the time of purchase is more than enough for me to never patronize this brand again. Furthermore, thanks to social media, I will share this experience with others as I have zero expectations of any response from anyone.
Worst furniture buying experience ever! Our merchandise has been placed on delay over 4 times now! My family, including four children are all having to sit on their beds or either the staircase of our new home. Customer Care is a joke. They are not able to resolve any problems and result to blaming everything on production delays. Well, we placed our orders over a month ago so there’s no excuse for the items to be on delay. I will never shop here again! I will never refer anyone to this company! If I could make a public announcement to the world I would. They suck! We are seriously considering canceling the entire order and taking our business elsewhere! This place is a crap show. I’m over them! NEVER AGAIN!
TERRIBLE CUSTOMER SERVICE! Starting with the local store associates all they way up to corporate level. Honestly, the lack of communication skills is astonishing! I called corporate to inquire about my deposit refund that I’ve been waiting on for 5 months and was hung up on. My sad/pathetic experience began in January of this year when I ordered furniture that was never delivered. After calling my local furniture store for several days on end I finally was able to reach someone in the delivery department only to be told my furniture was never ordered. All they kept repeating was “There’s no P.O! That’s all I can tell you.” I then spoke to someone in-store at the customer service desk and they basically repeated the same thing. I ended up speaking to a third person who couldn’t explain why my order was not completed. I then decided I would cancel my order as no one even had the professionalism to offer a simple apology. I was told my $86.18 cash deposit would be refunded to me by Corporate. It is now May and I have not seen a penny! I called Corporate today to once again inquire about the refund (3rd follow-up regarding refund) and the person on the other line expressed herself like a 7th grader with way too much attitude. She ended up hanging up on me right before laughing hysterically and advising me to call my local store. Click! Of course I called back and spoke to someone else who was much nicer but ultimately could not help me with my refund. Congratulations Ashley’s Furniture you’re $86.18 richer and take the cake on the trashiest furniture place in town!
Purchased sectional couch on 4/7/19. Promised delivery on 5/4/19. Received text and two voicemails on 5/3 confirming delivery for the following day between 9-1. Called store and said they told me delivery had been postponed until 5/11/19. So far the following lies have been told:
1. I spoke to you in person yesterday to tell you.
2. I spoke to you wife yesterday to tell her.
3. I spoke to a woman at this number yesterday.
4. The reason you didn’t get a phone call or text is because the ware house closed before we could send it
We never spoke to anyone regarding change of delivery. Took off work to be here for it. We want to cancel the order and are told that we signed a contract saying they had up to ten weeks to deliver furniture before we could cancel without a 30% restocking fee. Actually told me they were getting us the furniture faster than the ten weeks. Like they are doing us a favor.
Absolutely disgusting business practice. How do you people put your head on a pillow? I will share this story on every social media platform I can. Am cancelling the credit account. Will make sure everyone knows not to purchase anything from Ashley furniture. Customers mean nothing at this business. Feel absolute horrified that we fell for it. Lesson learned.
bought 2 queen size beds 7 weeks ago. Still have not got them yet. getting the run around looks like I”ll have too contact a lawyer. lost a costumer
Worst experience ever. First of all furniture is pure junk and came broken and to top it off the delivery truck drivers got stuck in my yard causing 750.00 in damages. (about 4 months before they got stuck we had that area fixed up and leveled out) then they come in and destroy it. Next I contact Ashley to get issue resolved what a joke. They say they are not responsible for damages that I would have to deal with company they hired to delivery not their problem, so yes I am angry this happened in November 2018 and I have sent them pics, videos, and quote to get yard fixed and still nothing I have been repeatedly lied to no one will respond back thru email, phone or text. To top it off these low life scum fought in my yard 5 hours because they didn’t want to call tow truck cause it was going to cost too much money, they harassed my neighbors and finally at 10pm at night they finally got a tow truck out to get them out. they admitted that they get stuck a lot and company usually will not help with getting repairs done and complained about how much money they lost because they couldn’t finish their deliveries. I will never buy anything ever again from them.
I ordered a reclining loveseat, sofa, and recliner and a 3-piece table set for $1900 (Sales Order 1981103652) from Ashley Home Store on Feb 9, 2019 in Charlotte, NC. with a scheduled delivery date for Thursday March 7, 2019, which I had changed to Saturday March 9, 2019. The window for the delivery was between 8:30-11:30 am.
I received a phone call from customer service on March 5 advising that all pieces would be delivered except the reclining loveseat, which would be delivered on March 16, which was fine.
Upon the scheduled delivery for Saturday, I ensured that all the old furniture was removed which is instructed in the sales order terms and conditions.
Saturday morning arrives and there is no delivery and there is no furniture within the window my furniture is to be delivered. I have a living room that is completely empty with no place to sit and due to have company arrive later that day. I call customer service at 2:12 pm and speak with Shaniqua. I explain to her that I had a delivery scheduled between 8:30-11:30 and I have not received a phone call from Ashley Furniture or the contracted delivery carrier (1) to say they were running behind schedule and (2) the new time delivery window. She said she would email the service team.
2 hours later, still no phone call from Ashley Furniture or the delivery carrier. I place another call to customer service (forgot her name) and explain the situation yet again. I tell her no one can extend a courtesy call to let me know they were running late and behind schedule, what kind of customer service is that. At this point I ask if the order can be canceled and I be issued a refund, which I was told no because the furniture is already on the truck and the delivery is scheduled for today. I tell her I need some type of compensation for a day that was wasted. I also explain I don’t need someone delivering furniture to my house at 7:00, 8:00, or 9:00 at night. She states she can’t guarantee the time when the furniture will be delivered, and she would call the logistics supervisor to get an estimated delivery time and call me back.
At 4:30, I call the delivery carrier Uruguayan Trucking (I used the track your delivery feature on the pamphlet I was given from the salesperson) and tell the gentleman they were contracted to delivery my furniture between 8:30-11:30 this morning. It is now 4:30 and I have yet to receive a phone call letting me know they are running late. He apologized and said what everyone else has been saying, I will have someone call you back in 5 mins.
At 5:30, nine hours later, I receive my first and only phone from Emily. She says the delivery carrier will be at my home at 6:30 pm. They must go back to the warehouse to get my furniture and then have it delivered. Mind you, my home is only 10 minutes from the distribution center in Ft. Mill, SC. So, I ask for a refund being that the furniture is not on the truck. The previous customer service rep advised that I couldn’t because the furniture IS on the truck. Emily quickly backtracked and said no the furniture is on the truck and they will be there at 6:30pm.
At 6:15 pm, I receive a phone call from the delivery carrier saying they are on the way. They quickly arrive at 6:30 and place the furniture in place. I inspect the furniture, and everything is fine. I then call customer service, which closes at 7 pm, and give my feedback on the whole delivery and Ashley Furniture experience and to inquire about compensation.
10 hours AFTER the initial delivery time, 2 phone calls I made to Ashely’s customer service department, 1 phone call made to the delivery carrier, and only 2 phone calls received…my compensation is a $100 Ashley Gift Card.
After this whole ordeal and a Saturday wasted, this is the first and last time I purchase anything from Ashley Furniture.
My husband purchased two bedrooms sets for my daughters that were priced at almost $4,000. Ashley Furniture had scheduled to have them delivered last Saturday, but the delivery men said that one of the dressers was the wrong color (not sure how someone could load two all-white bedroom suits and one brown dresser and not notice it??) and that they weren’t allowed to deliver any of it. They said they had to take everything back and re-deliver it the next day. It’s now Monday and I haven’t heard back from anyone. I’ve spoken to the sales member (James) five times, the store manager (Adam) four times, I’ve left a voicemail for the head of delivery (Andrew Crawford) and am currently in the process of emailing up the corporate chain. My husband and I have taken four days off of work so far. We took Friday off to clear out both bedrooms and took today off for the delivery and still no furniture. We’re going to have to take two more days off when it is finally delivered. My upstairs is completely unlivable because I have everything from (the now empty) bedrooms in my office, bathroom, hallway and my bedroom plus mattresses in my living room waiting for this furniture to be delivered. No one will give me any information re: time, date, etc. of re-delivery. I have wasted half of the day today trying to get in contact with someone who won’t call me back. It was very easy to take my money, but now that you have it you don’t care about holding up your end of the deal. On top of that, they said that the delivery guys were wrong and that they SHOULD HAVE delivered the furniture that day anyway and just re-delivered the wrong piece at a later date. When I was paying for the furniture, there were two different customers there complaining. One because they had scheduled a delivery that didn’t actually get delivered for a whole other week and the other customer was complaining that they had the pieces wrong. I have lost money and time from my job and I can’t move comfortably through my house with no end in sight. This has been a nightmare. This is the worst experience I have ever had. Between my husband and I, we have over 5,000 contacts on social media who I will gladly tell about this horrible experience if it is not resolved satisfactorily and I will also contact the news outlets. It’s very frustrating to pay this much money for something and have it be wrong, but more egregiously, to have this company not care about their (paying) customers who are why you are in business. And practices like this is what will take you out of business. With the competitiveness of the market, you cannot afford to have this attitude and customer service. I am emailing up the chain. This is completely unacceptable
WOW!!!! WORST EXPERIENCE EVER!!!!!!! Seriously!!!!!! I have been getting the run around since last SEPTEMBER!!! COME GET THIS PIECE OF CRAP OUT OF MY HOUSE AND GIVE ME MY MONEY BACK!!!! THE “NEW” store owner is a total jacka**!!! I have left several messages AFTER I was told they were sending me new cushions. STILL NOTHING!!!! I have talked to Sheri and Lamont Walker (rude) in the Wilmington store. Jessica at contact@ ashleycustomercare.com who said I need to call the store direct. WHICH IS WHERE I STARTED!!!!! I have sent pictures and emails and called till I am soooo frustrated. There is NO CUSTOMER “CARE”!!!!!! SOMEBODY PLEASE DO SOMETHING!!!!!!!!
This is the worse store I have ever dealt with, I bought a Queen Extended base bed, on December 2nd I received the bed , and the bed is not working , the so-call care team , only repeat the same thing, had I read the reviews before going to Ashley I not have going to this store, beware people of Ashley home store, they are a rip off stay away all. Julia Jackson, Houston Texas
I will stop until something s done.
Please restore our faith in Ashley Furniture
Sat, Dec 15, 10:16 AM (11 days ago)
I sent the following Email message to your customer service department on December 15, 2018 and was quite shocked that no one responded to me which conflicts with everything that I read on the home page of your website in regards to the values stated in the mission statement of your family business.
The Ashley Furniture store on Concord Pike, Wilmington Delaware was purchased by a new owner and they have no information from the former owner to prove payment of our 2013 purchase of 2 couches. I have copied our credit card proof of purchase at the bottom of this email. We did not keep the receipt because our past experience with AshleyFurniture requires no need to keep a receipt because of the durability of your products far outlasts the need for a receipt.
We have always purchased our furniture from Ashley Furniture and bought 2 amazing couches in 2006 that survived our family of eight for 12 years. Those same couches traveled up and down the east coast to our 4 children’s college apartments and survived the battlegrounds of unimaginable misuse, but to this day the couches live proudly in our basement. Perhaps we were spoiled by what we came to know about the durability of Ashley furniture because 5 years ago we replaced our beloved green couches with 2 couches ) # 8370238 and MO# S413524299 ) that began to show wear even with only 2 people living in our empty nest.
Two of the seat cushions where we sit, wore through to the leather-like material and fell off after only a year and my wife purchased expensive replacement covers for these two seat cushions. Unfortunately, the rest of the couch began to fall apart to the point that we need to replace it. I have attached a few pictures of the model number and other documentation as well as pictures of the leather-like material peeling off in locations that do not even have high wear.
Our hope is that Ashley will provide some type of prorated reimbursement or credit that we can apply to purchase 2 new couches from our beloved Ashley Furniture Company.
Here is our proof of purchase followed by pictures :
Ashley home furniture purchases 1/12/13 couches and bed frame
01/12 01/14 ASHLEYSHOME STORE WILMINGTON DE $497.00
01/12 01/14 ASHLEYSHOME STORE WILMINGTON DE $859.00
I notifded Ashely Furnitue that I wasn’t happy with a recent buy and told them i WASN’T HAPPY with my purchase and would like my money back. They told me I have 2 weeks to have it returned and purchase something else from the store. I don’t want to buy something else. I want my money put back on my credit card.
James Newark
The employees at the store in valley stream are great especially Camela and Janelle
This company on the other hand is a RIP off and they have the worst customer service staff in New Jersey. In November I spent over 8000 for furniture zincluding items for living dining and bedroom. Two of the items were a chest of drawer and a dresser, they started sticking to the fabric covering the top of both and now paying keen attention noticed glue residue on the bases of both. After battling for months with Ashley the warranty company issued a credit for 1300 which didn’t include the 299 and 599 for a five year protection plan for all the items I purchased. I had planned to neve do business with Ashley again and wanted my money back however I was given a credit so I decided not take the same items as I had already started to get the repairs myself so I took a King bed for my guest room in May. In August the base of the bed fell to the ground. It’s again in my guest room no one sleeps in that bed.So my 1300 plus the warranty amount for 900 approximately didn’t even last me months.The store is saying because I did not add warrant to the bed and even though it’s still within the one year manufacture warranty timeframe because I used a credit they cannot do anything. No one has been sent to inspect the item and after almost of dialogue its disrespect and rudeness as usual from Jersey customer service repts. There are nails at the side of the fallen base that scraped my foot and I have a 4yr old so it’s not safe in my home.
“INGA” one of the customer service agents or supervisor or whoever she is needs to go back to get a proper home training cause even customer service trainings won’t help her. She said after rewinding her she is on a recorded line and I will report her she said “go ahead report me” TODAY the person over this rude inga person called saying they cannot assist to call platinum warranty and the item was from Ashley.
Hello, I am very upset and disappointed in the treatment I received from your store. I am a new homeowner and the only thing I wanted was a new bedroom set. I continued to see advertisements about your store, and even though my brother-in-law works for Choice Furniture store; I came to your store instead on September 14, 2018. A MISTAKE! First, I was talked into buying a bed and box spring (king size) which cost me over $1,500 (stunned); but it had a big and beautiful mattress. When the mattress arrived on Wednesday or Thursday – the delivery guys (who were very unfriendly) brought a damaged mattress, which I did not notice until I started to make up the bed – it had a long knife cut. I called Ashley who said they would be out the following day with a new mattress and different delivery guys. When the mattress arrived – we knew that it was not the same mattress, this mattress was rolled up and one person brought it in over his shoulder. The first mattress was so big and beautiful, it took 2 people to bring it upstairs. When they rolled the mattress out – it was not large (supposed to have been king size) and it was too short. Also, these new delivery people noticed that the bed frame was crooked – it was supposed to have one inch around the bottom but at the foot of the bed the inch as it goes around got smaller. Still not corrected. I called Ashley again, who stated they did not know why this mattress was different. Sorry about the bedframe. Said they would have to call me back and they would get me a new mattress. Well, when they called me back they told me we had to come into the store and pick out a new mattress. We were TOTALLY UPSET. When we went into the store on Wednesday, September 26, we were shown different mattresses and each mattress we saw was more than what we paid for the original mattress, WHICH WE COULD NOT GET. SO, we ended up spending $200 more for a mattress that will NOT BE DELIVERED UNTIL OCTOBER 10, 2018. Yesterday, I get the bill from your company and we had to laugh – sending us a bill for what we do not have nor what we originally bought. NEVER will we shop at this store again, do not bother giving us a gift card to your store, it is a waste of your time and ours. NEVER AGAIN!!!!
On September 3 I purchased a bedroom set from Ashley home store in Gastonia, I’ll pay cash money big mistake! my dresser came it had three big scratches so I reported that it all seem to be good. The day after I noticed that my nightstand has three markings on it looks like a sharpie and a bubble under the varnish , when I called Ashley customer service to report it because this was a manufacture defect because it wasn’t within the first 24 hours but within 48 hours I was never so rudely treated or talk to. So I requested my money back they flat out told me I could not get a refund ? After calming down and calling back a couple days later I talk to a very nice lady at customer service and told her just to go ahead and resend the pieces,I really wanted the bedroom suite . But up on the delivery and after examining the nightstand and the rest of the bedroom suite we refused it then the delivery guy was rude. so we take a trip damn to Ashley home store in Gastonia who the managers there tried to change it every word I say it and try to make it a preference of what we liked , instead of the issue at hand which is too damaged pieces that are still sitting in my house goin on one month now. All I’m asking for is my money back, and I will never go to another Ashley store to purchase furniture and Ashley will never hear from me again. But you can’t get that from Ashley there is no customer service I have 20 years of retail experience , if I had ever traded one customers like that i wouldn’t have been my job. I’m so sorry to say that this is has been the worst experience and decision in a purchase I’ve ever made.
Last night I went to one of your store locations and purchased $10,000 worth of goods. One the way home I started reviewing the price in my head and started to feel uneasy – like I had just been hood winked. When I got home, I compared the prices line by line for what I paid in store to the prices on your company’s website. After only comparing just 6 items, the price difference was already $592.96 – this is appalling to me. In addition to being over charged, the in store salesmen told me that to receive 0% financing (which I needed to get these great savings – ha!) that I had to purchase one of the warranty policies for an additional $399.99 As a result, I purchased the 5 year premium mattress plan and the 5 year premium powerbase plan after explaining twice that I did not want it, as I was told it was mandatory – looking back on honestly feel scammed. To add insult to injury, I was also informed very late in the sales process that my furniture wouldn’t be delivered until almost 3 weeks later, October 19th. As a business man myself – this doesn’t seem like a good practice. To rectify this, I would like to be reimbursed for the additional costs that I paid by going in-store vs. the prices available online. If not – I would like to be released from the contract. I am very displeased and will not hesitate to take further action if needed – such as going to the state of Florida and petitioning that the furniture business be regulated just as they do other businesses – especially when it comes to financing.
I bought a couch, love seat and recliner from your store in Eastgate, Cincinnati. The middle section of the couch started cracking, they replaced it. Less than 3 months the same section done the same thing.. A man came out and looked at it. Reported it as “normal wear and tear”. That section isn’t even used as it is just me and my husband. I am getting mailings from your company, I have requested that they stop sending them as they only clutter up my mailbox. I am to the point where I feel I am being harassed. I will ever buy another product from Ashley or any of your affiliates. Also, I will discourage everyone not to do business with you because you do not stand behind your products. I knw what I bought was nothing by JUNK.
Bought Insurance on my chairs and now Ashley is not doing good on them…I called about ink marks, which is a covered item, and now they are telling me they have no more parts from the manufacture. Why did I pay for 5 years of insurance if parts are now discontinued. They say there are also animal scratches, which are not covered, my animals are declawed and always have been before I purchased the chairs. The leather is even fraying on the back of chairs, so that is NOT covered either?
Ink marks are my main concerned, cannot get thru to Headquarters, want to speak to CEO Todd Wanek, or his associate’s, there is only a recording. Customer service first says scratches are not covered but ink is but cannot get manufacture pieces anyway, discontinued. Strange when I still see these chairs in the their showroom, They are selling insurance under false pretense if parts cannot be obtained. BBB will be notified of their fraudulent insurance selling & they should not be able to sell insurance, it’s worthless.
I was ready to go back and buy more items, but forget it. Ashley I think Carlyle Weinberger who founded you in 1945 would be extremely disappointed in your practices and customer service. Very, Very poor Service, Elie their customer service rep, did not even know who the CEO of her company is or did she give me the main office correct address. Very rude and not knowledgeable at all about her company. I will write a personal letter to all involved CEO Todd Wanek, CFO Dale Barneson & COO Divain Jansson at 1 Ashley Way, Arcadia Wisconsin 54612, I know there are a lot of you who are in need of this info, because no on from their Customer Service or Stores can give it to you because they don’t know it.. Waiting a call back now from Troy Willow Grove, Pa Manager.
This is the e-mail I sent them. I bought a couch, love seat and recliner from your store in Eastgate, Cincinnati. The middle section of the couch started cracking, they replaced it. Less than 3 months the same section done the same thing.. A man came out and looked at it. Reported it as “normal wear and tear”. That section isn’t even used as it is just me and my husband. I am getting mailings from your company, I have requested that they stop sending them as they only clutter up my mailbox. I am to the point where I feel I am being harassed. I will ever buy another product from Ashley or any of your affiliates. Also, I will discourage everyone not to do business with you because you do not stand behind your products. I knw what I bought was nothing by JUNK.
bad workmanship , terrible customer service for big money , no one answers phones at the store , BULLS**T !
Totally disappointed! I actually like the bedroom set I ordered. Took 4 weeks to get delivered, only to have the wrong bed delivered. We ordered a king. They delivered a king with storage drawers, bedrails that didn’t fit, instead of taking it back they left it put together even though we can’t actually use it. My husband had to take it apart so we could sleep on our mattress/box spring on the floor.
Very poor customer service, offered no solution at the time and was very rude. Was expecting a call back the next day, they didn’t call! Called them the following day…they needed to call me back, which they did the next day (3 business days after delivery). They told me in order to keep the upgraded bed, I had to pay for it, seriously! Offered nothing to offset the inconvenience of your dysfunctional organization-no sense of urgency to make this right. Could never determine if it was ordered wrong, or picked wrong or possible both since the rails fit the correct bed I ordered but footboard wasn’t correct. Finally I was told they would call back to schedule deliver of correct bed/rails-Really? I will never purchase another piece of furniture again!
I came here hoping I was the first person to be scammed by Ashley furniture…..but since my situation is basically listed below in all the other complaints I wont’ go into detail. I have had a couch in my home that has nails sticking out the back….since the day of delivery…I was lied to several times about replacing the leather sectional couch that was paid for in full. Customer service told me they put in for the exchange of the couch and it would be delivered between August 2-4th….guess what today is….and you guessed it no couch. The service department did not put in for the exchange…so now, I will not have a replacement until August 9th…that is if they are telling the truth. The best part of this is when you get a couch delivered with 3 nails sticking out, when you call the same day of delivery and the person on the phones tells you not to do any more damage to the couch or they will not take it back……if they see 1 dog hair on it…they will not take it back….really but NAILS….are okay?! The couch will be in my home for 1 month before replacing it…. if that happens…..a couch I can’t sit on because if it gets damage more they will not take it back…..I am so disappointed in Ashley Furniture……from the lies of the employees to the quality of the furniture.
Your store sucks. Sales people are RUDE. Could not or would not resolve my problem. BIG BIG. Mistake should have gone to Bobs, raymore and Flanagan. Or even value city. And place but Ashley. Talking about the Staten Island store
I bought a sectional for my Brother and Sister in Law as a house warming gift. I walked in to the Vero Beach store and told the salesman exactly what I was looking for. He pulled it up on his iPad and I told him that I only wanted 2 pieces, not 3 and what would be the price? He quoted me $859 and I said “sold”! I paid for the home warranty and when all was said and done, paid $1012. We agreed on a delivery date for 7/8. My brother donated his sectional on Friday to a homeless shelter knowing that the new one was arriving that Sunday. Delivery guys get there and there is only one piece, the arm chair chaise! not the rest of the sectional! I call the store and the manager tells me that is all I paid for. I had him call the salesman who confirmed that I was supposed to get 2 pieces. The manager tells me that the salesman made a mistake and that he ‘will be dealt with”. But if I wanted the other piece I was going to have to pay for it. Now keep in mind my Brother has no sofa at this time. If I send back the one piece, we have to start all over finding a sectional. So I pay the “reduced” price of the other piece because the manager was so nice (insert sarcasm) to give me such a great deal. I remind him that I shouldn’t be paying anything, that it was his salesman’s mistake and any good customer service rep would not make the customer pay for it. He said they were not ‘equipped” to “eat” those kind of costs. Well think about this…..it is going to cost you a whole lot more because there won’t be any future purchases from me. And word-of-mouth advertising can either make or break you. Guess which one this is? And oh yea…..they make it impossible to talk to anyone to air your grievances. I sent an email (that didn’t have enough space to write everything) and I am certain that my rant here will fall on deaf ears as well.
The quality or furniture is poorly made.Salespeople lie, warranty department are thieves.Bought sofa and chair march 2017,sat on chair july 2018,and bang the springs busted.I have the warranty sales person told me everything is covered,when i call all of a sudden it is not.I spent $199.00 for warranty and still have to buy a new chair. I will be droping off chair in front of store.
I went into Ashley Furniture on Saturday the 17th of February to purchase a sleeper sofa, in which I did. The delivery date was scheduled for the following Monday, so I scheduled my mother to sit at the house and wait for the delivery of the couch on my behalf as I had to work. The delivery process was fast and easy, so my mother signed the doXXXXent and proceeded to go out and purchase a set of sheets for me to surprise me with. After returning from the store, she and my daughter went to pull the bed out and to their horror, there was no sleeper.
I got home from work, called Ashley Furniture and was told that the sales rep made an error and ordered the regular sofa and I would have to pay the difference. In my own defense, I questioned why I was taking the brunt of the deal and how on earth would I ever know the difference between item number this or item number that and which one was which? The customer service rep then called the Stockton store to speak with a manager and related that the store would swap the couches at no extra charge and the new deliver date would be Friday, the 23rd.
Great, thank you.
Friday came, no call from Ashley Furniture, no delivery. I called. Again. Spoke with customer service who had no record of the previous phone call or delivery date. They called the Stockton store, spoke with a manager, who ordered the swap and scheduled it for Sunday the 25th.
Great, thank you.
Sunday came, no call from Ashly Furniture, no delivery. I called. Again. Spoke with customer service who put me in touch with the store manager in Stockton and we set yet another date for the swap for the following Saturday, March 3rd.
Great, thank you.
Couch came. No pick up. The delivery team would not pick up the first couch because there was no paperwork. I had them call Ashley Furniture. After talking to Ashley Furniture they insisted that they could not pick up the couch, so I had them pull it into my dining room, up against my table.
When the delivery team left, I called Ashley Furniture. Again. Spoke with customer service who tried her best to reach out to the Stockton store and correct the problem. She said someone from the store would call me.
Great.
Sunday morning. I called Ashley Furniture. Again. Spoke with customer service who tried her best to reach out to the Stockton store and correct the problem. She said someone from the store would call and if I hadn’t heard anything by noon to call her back.
Great, thanks.
Sunday noon came and went. I called Ashley Furniture. Again. Spoke with customer service who tried her best to reach out to the Stockton store and correct the problem. And that they were trying to catch a truck in transit and would call me.
Great.
Got a call late that afternoon with an “unfortunately there will be no pick up today” “your order was accidently processed as a sale so that’s why the delivery team couldn’t pick it up.”
You mean to tell me that you didn’t try to correct the situation when you had them on the phone? If it were me, I would have done everything in my power to correct this, paperwork could be emailed to an iPhone in minutes. Would have saved Ashley Furniture a ton of money.
Why did the store not reach out to me?
Why did I have to repeatedly call the store when I had their property encroaching my dining room?
Why did I have to sit at home the entire weekend waiting on phone calls that never came? I had plans.
Why did I have to cancel dinner with company Sunday night?
I was then promised that they would pick up the couch the following Saturday, March 10th as I am unwilling to take time from work, especially with the proven track record, of no call no show. Not worth my vacation time.
Today is Wednesday the 7th and I received a text about a delivery that my product is available sooner. Huh? So I called Ashley Furniture. Again. Spoke with at rep who said the item was scheduled to be picked for Friday the 23rd of March. I lost it.
I wish I could upload pictures just to illustrate the nuisance I am having to deal with what looks like a total of three weeks.
This is unacceptable.
poor quality and very poor customer service; do not waste money on purchasing a warranty
Ashley has gone over and above for me i purchased a recliner 8 yrs ago the mech recently broke of course my 5 yr warranty had lapsed i called corp consumer affairs knowing i would have to buy one. they found my records and kindly said they were shipping me one right away at no charge (i received it in 2 days) that is the best customer serv i ever had
thanks Ashley your the best
#ashleyfurniture #poorcustomerservice The day before they deliver my bedroom set I recieve a call stating the headboard is broken and a new one will be in Monday. They delivered my dressers and night stands. The dresser comes scuffed and scratched. The tell me they will send a tech out to repair the following Saturday. Yes thats right repair brand new furniture. The tech breaks down and i waited all morning for nothing.
My wife called on Monday and left a message. No call back. She called on Tuesday and was told the bed will not be in till the next week. We ask to speak to a manager and was hung up on twice. I requested that they replace the damaged dresser and had to fight over that. Being that I have to sit home for three weekends for tgis furniture I asked for a refund of my delivery charge being that they have note been able to get my order right. They tell me no.
This has been the worst experience I have ever had. All we wanted was to finally by ourselves a nice bedroom set that we worked hard for and Ashley Furniture has ruined our experience.
DO NOT BUY FROM THEM
SHARE WITH EVERYONE SO NO ONE ELSE GOES THROUGH THIS EXPERIENCE.
Don’t bye anything from Ashley they sell junk and they don’t care about customer service!!!
I purchase bar stools from the outlet in Romeoville only to find out when i got home they didn’t give me the screws. I contacted them and was told i would have to return to the store to get them. This would not be a problem if it wasn’t a hour away drive. I asked if the could just ups them to me. I was told “NO” due to the inspection sheet i signed off on when i picked them up. I didn’t know i should have poured all the pieces out on the ground to inspect each piece. This is so insulting, because it is simple fix that aren’t not will to do. So after i have paid you in full for my item. I didn’t receive all the item now i have to take almost 3 hours out my day and mileage to drive all the way back out there. I was offered a gift card for $25! You want to give me something pay me what i make a hour for those 2 hours. All i want is my screws so i can go about my business. I spoke so highly about my purchase i had at least 6 people going out to the store this week. My sister just made a purchase, i told her my story she is going to cancel. I’m going to return my purchase they are horrible. They going to lose out on thousands of dollars for one bag of screws they could have mailed to me. Thanks Mr Martin Esparza (sale person) and Ms. Starr (store manager).
I purchased a table from Ashley Furniture approximately a year ago. A couple months into ownership of this table, white, cloudy spots began to appear. I finally figured out that if we put a hot cup of coffee or a plate with hot food on it it would discolor the table. I’m not talking about food so hot it is inedible, I’m talking about stove to plate to table. I called Ashley and told them and they said they couldn’t help me because I didn’t buy the furniture insurance and that it was human error and not manufacturer’s defect. I thought that was the extent of the service I was going to get and resigned myself to knowing Ashley would not help. After some period of time, less than a year from initial contact about the issue, I contacted them again (11/01/17) out of frustration. My table has since acquired more of these discolored white areas and it’s my belief that it IS indeed a defect. I was told, again, it is due to human error and not manufacturer’s defect. I was also told that the customer service call center was the highest level of customer service I could expect. The person who answered the phone told me the only thing she could do was ask her “lead” and the only thing her lead could do was HER supervisor. And of course, the answer was the same. Ashley manufactures all of their own furniture, so of course they aren’t going to admit to manufacturer’s defect if they can easily put it onto the consumer. They also push the furniture insurance, which, of course, is a money maker. I am in the process of looking into litigation because I believe consumer need to be protected from the practices of this store. They told me I was supposed to be using placemats to prevent discoloration and because I hadn’t it was my fault. I told them I was never told that this table required use of placemats or I risked discoloring it. I told them if this was the case, the consumer should be informed and he table should come with this warning. I would have never bought the table in that case. I also told AF that over the years I’ve bought cheap tables (you know, young and broke) and never had this happen, by simply putting hot food on a plate and then onto the table. Please be aware that you will NOT receive help from Ashley and they do not stand behind their furniture unless you buy the insurance. Since they are the manufacturers, they are going to do what they can to put any issues with furniture back on to the consumer. I’m thoroughly disappointed… mostly because their furniture looks great, but the one piece of furniture I bought from them has been defective and they will not help whatsoever.
I purchased a sectional from Ashley during their Labor Day sale (standing in a long line) and the ad said a Darby sectional for $399. What do they try to do? They try to deliver 1/2 of a sectional, (nice delivery guy who at least asked if I wanted it or if I knew it was only half) and some idiot from the store tells me I have to purchase the other half!! Really now??!! Who would purchase half of a sectional on a sale to began with??!! Well, I guess what they don’t realize is they have opened themselves up for a lawsuit for false advertising since the ad does not say they are selling 1/2 of a sectional for $399.00!!! I had to contact them, no manager or corporate person at the local store or at any level has bothered to call or apologize for the mix up!! Which should have been the professional thing for them to do! I was told by an associate during the first call that they would compensate me for the mixup but did not tell me what kind of compensation I was receiving, so we will see! My next stop is my attorney and the Texas Attorney General’s office if they fail to deliver a full, not damaged, in perfect condition sectional by the end of the month as I was told yesterday by a supposed upper management person. I also will add that my family and I will never darken their doorway again!! Always, always write down the names of the the people you talk to in situations like this!!
I purchased a sofa in July, along with a 5 piece dining room set and I couldn’t be more disappointed. the material on the cushion is wearing thin; “real top grain leather” is fake/faux. The surface material is flaking. The stitching is erratic and unsightly. The table is wobbly and unstable. They won’t give me my money back or a new sofa. They want to just fix the problem by sending a technician. 98% of the sofa is damaged. keep your sofa and give me my money back. Save your money and don’t shop at Ashley’s Furniture!!!
re: Martha’s complaint…SAME story here! Purchased 3 piece supposedly 100% leather (seating area, bottom back cusions) and the tag right on all 3 pieces say “Durablend”..My last sofa was Durablend and I KNOW they flake easily, and fast! I wanted a partial refund, “Coleman Furniture” blew me off as I guess Ashley will too. I am contacting the IC3.gov today , they are a branch of the FBI that investigates online white collar crime, internet false advertising etc . “Ashley” blows you off by telling you to contact the store you purchased it from, and they in turn pretty much tell you to go fly a kite!
Good furniture but hopeless customer service. Bought a Full Bookcase bed from Milpitas, CA store. First experience, the sales person on second visit said the I don’t know you. Second experience, on the scheduled day of delivery bed did not come with all the pieces. Hence, could not be assembled. Third experience, finally delivery came will all the parts. HeadBoard did not fit as expected and drawer rails were broken. Service appointment was created to fix the bed and head board. On the scheduled day, technician comes and only looks at the drawer rails. Refused to look at the headboard as it was not on work order. Technician said we need to order the rails which will come in mail in next 2 weeks. Once the rails arrived scheduled 4th appointment to install the rails and fix the head board. Tech comes and only installs the rails. Fixing Headboard was again not on the work order again. After being with customer service on phone for an hour they agreed to replace the bed. 5th visit was scheduled and during the assembly the headboard was damaged as they over tightened the screw which damaged the headboard. HIGHLY FRUSTRATED with the service I called customer care and store as well to take the bed back as they are not able to fix it. Customer care has no control on the store. Store refused to take back. They offered 25% discount on the bed and after that no warranty though I have for extended warranty for the bed. Effectively they are refunding $25. In short have spent more than 24 man hours waiting for Ashley Furniture to deliver/fix the bed. Neither customer care nor store is ready to help. Not sure if this message will reach Ashley Furniture executives.
I purchased a bed over Memorial Day weekend, I asked for delivery to my new place and was told that I could. I had asked for an am delivery. I got a text confirmation saying that it was scheduled for 145-445. So I called to see about changing it to am. I was assurred that it would be the beginning of the afternoon route. I then called Monday am an confirmed that same thing. Duing all these conversations I told them that I had to leave by 4 to meet movers. 3:00 no bed, I called and was told that it would be 4:45. I told them that situation aid that I had to leave to meet movers. At 6:30 I get a call a call that the delivery drivers are at my door! Obviously I wasn’t as I was meeting movers. Needless to say, lied to, no bed and NO ONE called me back or told me what time the next day my bed would be delivered. I have no bed and no answers. Someone contact me as to when exact time, tomorrow Bed will be delivered.
This company is a complete joke. They sure do sell customers the furniture until the customers finally agree just so they can get out of the store. In Pinellas park the manager, Brian, is a rude and obviously untrained person. They must be so hungry for money because they sell sell sell but when the order comes back incorrect they don’t give a shi…the delivery time was changed 3 times and didn’t come until 8pm. They don’t care that you took the day off work or that you had to wake up early for work the next day. They’ll tell you “well you got the furniture didn’t you”! Then they don’t care that the lady who sold you the furniture LIEd to you and wrote it up incorrectly. I am sick to my stomach about these sale DOGS and believe in karma! I am trying to get a hold of the CEO, chairman, CFO, COO but of course they don’t “DEAL” with the customers. They have their money and don’t care how they get it. The right thing to do would bro blind out why I am writing this and reach out to me to somewhat fix this issue!
Ha we will see….hope their parents are proud of them. They are LIARS and CROOKS!
I normally do not write reviews, unless it is really good, or in this case, really bad. Because I work for a very customer oriented company, it quickly comes to my attention when I do not receive proper customer service. I went to retail store in Georgia to purchase a bedroom dresser. The salesperson was very good and cooperative. I told him I needed to measure my space for a particular dresser I wanted. I called him later that day and indicated I wanted the dresser. He was not available, and called me back within 15 minutes. We discussed some different options that he needed to discuss with his manager, so he called me back, again within about 20 minutes. He indicated that someone would contact me later in the day for payment information. After 3 days, I still had not received a call regarding payment, although I did received an automated call with delivery info. I assumed at that time, that someone would surely contact me regarding payment…the next day, I received the dresser….still no phone call regarding payment. I was shocked! Couldn’t believe that they could make such an error. I knew that I would be contacted, and later that day, I received a very threatening phone call from the office manager, that several attempts had been made to contact me for payment, which was untrue, and I have phone record to back it up. To make a long story short (sort of), she basically was lying to me. I asked her for the names of the people and the times that I was contacted, and her reply was, “I don’t have to tell you that”….obviously hiding the fact that no one contacted me. She was very rude, and acted as though I had done something wrong, when they are the ones that made the mistake. Of course, I gave her payment info at that time. It’s like she was saying that I stole the dresser. I never would have dreamed that the dresser would have been delivered before I made payment. I have never heard of that happening. I would hope that someone would look into this….she does not need to be working in an office manager capacity with the attitude that she had with me. I will never shop here again….neither will anyone I know shop there. I wish I would have read the reviews for this company before I made the purchase….As I am seeing, most of the reviews are awful! She never would own up to the fact that no one contacted me for payment. That is entirely the fault of the company!
I purchased a recliner in Sept. 2016 that has a potential fire hazard. I called the corporate headquarters and spoke to a person by the name of Liz. She gave me an email address to send her an email with the details. I was not able to contact her, I tried several emails addresses that are listed on the internet for Ashley Furniture Corporate Headquarters and cannot send an email on any of the email addresses that are listed on various sights. I tryiing to send an email from Canada, are there blocks on these email addresses that I cannot send any email.
The batteries got very hot for the backup power supply as the power is passing though the batteries, even though the batteries are not being used, only for power outage..
I bought a Ashley Dylan recliner I’ve had it 7mos the material where ur headrest is split open and starting to crumble I can’t get anyone anywhere to assist one dead end after another Ashley furniture is stealing my good money from id never recommend them to anyone else pure jun
I purchased a sofa from Ashley Furn Tampa Fl….. for 499.99 …i paid 300. down … and then there was the delivery fee… no problem there…when i left the store i owed 358. but the fees are mounting up…my first payment got lost and i showed them the money order receipt and should be given the replacement soon…i paid 100. and i paid the balance off minus 120. but now the same girl Colleen is sending me statements saying i owe 182. and now 290. no explaination… I wont ever buy from Ashley again… even though i have in years past and the product was good…. this is mafia style… I need an honest person to help me….
this is supposed to also be interest free…. this is like a loan shark set up…. I cannot believe this…
I purchased a set of den furniture that consisted of a couch, two chairs and two ottomans and some office furniture that consisted of a couch, recliner, hutch, credenza, desk, chair and a corner table from Ashley Furniture Store in 2010 and have been totally disappointed with the rapid pace of how the furniture has deteriorated. Both couches and the chairs began to peel after about four years from the date of purchase. My wife and I paid over $7,000.00, including taxes for this furniture and based on that price I feel that this furniture should have lasted much longer than it did before it started to show signs of deterioration. At first it started to show signs of cracks, then it started to peel. It has now peeled to the point where it looks like it has been shaven. When we first realized the furniture was peeling I notified the company who we purchased the furniture protection insurance with because the warranty was still valid. I was told that the warranty did not cover the fabric that the furniture was made from, which was not explained to us at the time of purchase. This caused me to ask the question “Why would Ashley’s allow a valued customer to purchase a warranty that did not cover the fabric that the furniture was made from.” We went to two different Ashley furniture stores in Northern Virginia and explained the situation about our furniture and was provided no assistance with this matter. We weren’t satisfied with the answer we got at the last Ashley’s store either, so we asked to see the store manager. When we explained our situation to him he told us to contact Ashley’s headquarters. We chose Ashley’s furniture because we read several reviews online where customers have shared positive experiences about the furniture purchased from your stores. Based on the experience I had with my furniture, I will not be making any further purchases of your furniture, nor will I recommend the purchase of your furniture to anyone else unless I am compensated fairly for my financial loss. We were also told that the fabric that our furniture was made from was upgraded since the time of our purchase due to some flaws in the material, so I believe that I should be entitled to the same quality of furniture as those customers who purchased after the fabric was improved. Therefore, I am requesting that my furniture be replaced with furniture made from the upgraded fabric, that I be refunded for the furniture I purchased with the fabric defect or that I be given a store credit toward some different furniture altogether. We would also like to be reimbursed for the money we paid for the warranty that did not cover any of our defective furniture. Please see attached pictures of the furniture, the furniture protection warranty and the purchase doXXXXents for my furniture. Thank you in advance for assistance in getting this matter resolved with my furniture.
Dorothy Ball
Displeased Customer
I have the same problem with the fabric. Ashley did replace some of the fabric within two (2) MONTHS if that long, the fabric which is part leather stared to crack in a place where your body doesn’t even touch.
My point is even if they did replace the fabric the same problem exists. My question, is how long will Ashley get along with selling defective materials. Has ANYONE had there problem corrected? Why is there not a class action suite against this problem? And to Ashley, if a customer spends $ 100.00 or $10, 000. when you sell something it should last for a reasonable amount of time. You are selling defective material and getting ‘good’ money’.
Hello,
I wanted to contact corporate in reference to a HORRIBLE customer service experience my husband and I have had with the Ashley Furniture store on Hull Street in Richmond, VA.
My husband placed an order for a 7pc bedroom set totaling over 3k. He was told he would be contacted within 2 days to set up delivery. We waited for 4 days with no contact. My husband went back to the store and they set delivery up at that time for the following week; not sure why this wasn’t done when the order was placed if it could be done so easily at the store. On this past Friday 11/27; the furniture was delivered however it was missing 3 pieces. The delivery driver advised the other pieces were on backorder and that we should’ve have received a call; obviously no one had contacted us. I immediately placed a call to the store and left a message for the manager, Teddy, to call me back asap. In the meantime, my husband left and went to the store again as this was a birthday present for our daughter and she is standing there in tears in front of all of her friends. He gets to the store and the Customer Service Manager, Sonya, tells him there is nothing she can do at this point and she will call him the following Tuesday. When my husband gets back and tells me this, I am LIVID!!! To tell a customer you will call them 5 days later regarding a MAJOR SCREW UP on your part is totally unacceptable. I call back to the store and again I am told the manager is unavailable to speak with me and will call me back. At this point, I am now in tears along with my daughter, ON HER BIRTHDAY!! I wait another hour and still no call from Teddy, the store manager, so I call back for the THIRD time and advise I will hold until he comes to the phone. After 10 minutes, Teddy, answers the phone seemingly irritated which I try to ignore because I can assure you his irritation is in no way more than mine. I explain to the situation to him thru tears and he also flippantly advises there is nothing he can do until Tuesday. I tell him how horrible this customer service is and that I will be contacting corporate along with telling everyone I know about the horrible service we are receiving and end the call. 10 minutes later Teddy calls back and advises he will look into the matter and he will give me a call between 10am and 11am the next day, which Saturday, 11/28. The next day I get a phone call at 1:51pm followed by a message from Sonya, the customer service manager, while at a funeral. I step out of the funeral early and return the call back to Sonya at which time she tells me that 2 of the items that were to be delivered were at the warehouse but not put on the truck at the time of our delivery and the other item; which was the most important to my daughter, the vanity, was on backorder and she didn’t have a date for that to be delivered yet. Again, I am at a funeral so I simply say, “ok, this is really bad customer service; when will the additional items be delivered that are at the warehouse” she advises the earliest she has is Thursday. I say you guys really need to do something to make this right, this is absolutely horrible and we are return customers as we ordered a bedroom set from this store several years ago. Sonya says I will do what I can but I can tell my store manager “doesn’t do freebies” however you will not be charged for the additional deliveries. Again, I am at a funeral so I don’t respond the way I REALLY want to and we end the call. At this point you guys should be CREDITING us back for the failed delivery as we have a glass mirror, boards, and screws sitting in the middle of my daughters bedroom the floor that the drivers left because they didn’t have the vanity or chest to attach them to.
Later that evening I think about all of the calls and return visits to the store that my husband and I have had to make within the past 2 weeks and I call Sonya back to ask her why is that we need to wait an additional 5 days for items that are IN STOCK, AT THE WAREHGOUSE, BUT WERE FAILED TO BE LOADED WITH OUR ORDER THAT WAS PARTIALLY DELIVERED YESTERDAY?? She advises that she will check and call me back, yet again. Sonya calls me back 10 minutes later to tell me the earliest she can get the 2 items that are IN STOCK, AT THE WAREHGOUSE, BUT WERE FAILED TO BE LOADED WITH OUR ORDER THAT WAS PARTIALLY DELIVERED YESTERDAY is one day earlier, Wednesday. At this point the situation has become laughable at the way we are being treated.
I manage and perform quality control audits for a financial institution and if I knew this was happening to a client of ours I would be horrified. Today is now Tuesday and I have heard nothing more from the store manager Teddy as he has totally checked out of the situation. In my line of business this is something the manager should be all over and consistently working with the client to make sure the problem is rectified. I still have no date for the vanity is to be delivered and as I type this message I just received an automated call that the 2nd delivery window is between 9-12 tomorrow. I can only pray that our items are on the truck this time as I have lost all faith with Ashley Furniture and its lack of customer service.
I would like for someone from corporate, NOT THE STORE, to call me back regarding this situation.
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My husband I bought a Stearns and Foster (Benton style luxury firm mattress) at the Brandon, FL store in May, 2015. Within 2 weeks indentations were showing on both sides of the bed where we had slept. My husband spent 45 minutes on hold to finally get a technician to come out and look at the bed who told us the bed was indeed defective. A week or so later Ashley called us and delivered another bed on 6/19/15. This bed had a bent corner on it when it was delivered. We were told by the delivery men than this would eventually work itself out after pushing it down. I also wrote down on the delivery receipt where I signed for the mattress that this model was a Beckinsale and not a Becton. I called the store manager, Chris Spurlin, about the label on the mattress. He said it was the same mattress. The only thing on this mattress that said Becton on it was a typed tag that had been attached to the mattress.
Another technician is scheduled to come out on 7/6. I told the customer service manager (Jamie) that if this mattress is again defective, I do not want a replacement brought out – I want a total refund of my money. I can understand one mattress being defective but not two. My husband and I do not want to spend the summer returning mattresses that should have been of good quality when we bought one.
We went to the Brandon store initially today to talk to the store manager Chris Spurlin. We were told by another manager, Chris Irwin, that Chris Spurlin would not be back in the store until 7/2. He asked us what our problem was and we told him and all he said that he would not refund us for the mattress and all the Chris Spurlin would do was call us and tell us the same thing that this was corporate policy and basically it was too bad that we had a defective mattress but he could do nothing.
Is this the way Ashley Furniture treats all of its customers? I have been in customer service for over 30 years at three major corporations and have never treated anyone the way my husband I were treated today. I would have been fired it I had.
File a dispute through your credit card company.
Ensure the mattress is back in Ashley Furniture’s possession.
Tell your credit card company the issue. Then tell them you do not have any product in your possession and they are unwilling to resolve the issues.
I hope this helps.
Who do you complain to when you want to complain about the customer service. I know if I tell you all the complaints I have you will say I have to take it up with the customer service of the store I purchase my crappy couch from. I have been dealing with them and I am getting no where fast. They keep sending techs over who do NOT fix the problem and more problems come up. I just want to know who higher up I can complain to. Would love to actually talk to the owner as I am sure the good christian is unaware of all that is going on. Who can I talk to besides everyone in customer service. I am begging you for help. This is in regard to the Middletown ny store.
So ridiculous! I’m getting passed around again. I should have shopped at Gallery!
Hello Deidre
Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI. I apologize for your frustration.
Each of the stores are independently owned and operated. As such, the owners of the stores develop and implement policies and procedures regarding customer purchases, deliveries and warranty claims.
I have forwarded your email to the Customer Care dept at the Spring TX homestore for further review.
Sari~Ashley Internet Communications
Let me start off by saying that I am very dissatisfied with the fact that I have spent thousands of dollars on furniture and haven’t been able to use most of it for 3 months and I am even more upset by the lack of customer service I have received.
Below is my story along with pages of emails. My hope is that someone with authority to make things happen will read this letter and get this matter taken care of right away.
On 3/5 I purchased furniture at the Ashley store located at 25415 IH 45 North in Spring, TX and received a partial delivery at midnight on 3/6. I received no phone call the day of delivery with a timeframe and by 9:00 pm had assumed I was forgotten. I was asleep, along with my two young children, when the truck showed up at 11:58 pm with stained cushions and damaged furniture. I noted all of this on the sheet that I signed and was told to take it up with the store.
On 3/7 I notified Andrew Keel, Office Manager, that there were stains on some cushions and large nicks out of the furniture and did not get a response. I called the store several times over a two week period and even spoke to the original salesman, who did not return my call, so I decided to go into the store on 3/18.
On 3/18 I was able to speak with Khindra Harper, Customer Relations Manager, and she asked that I forward the emails that I sent Andrew as well as send her photos of the damage. On 3/19 I sent the photos and was told everything was submitted to the corporate office and that I should hear from someone within 48 hours, which I did not.
On 3/31 I was scheduled to receive the remaining piece of the sectional sofa and other items I had ordered and got a phone call that delivery couldn’t occur until 4/1 because of an error. Since I was out of town starting 4/1, I scheduled for 4/7.
On 4/7 I received the corner piece of my sectional and it was in bad shape and didn’t connect properly with the rest of the sofa. I immediately emailed Khindra with a photo and let her know I still hadn’t heard from anyone regarding the other damage and she told me to call the 877 number and schedule someone to look at the furniture.
On 4/10 I called customer care and spoke with Mercy who told me that they had no record of any damage and she asked me to send photos. At this point I was extremely frustrated and called Khindra who put me in touch with Lydia Kurtz, Customer Care Advocate. I believe I spoke to Lydia on 4/10 or 4/11 and she apologized for all of the trouble, she told me she had the photos and she scheduled someone to come out on 4/17.
On 4/15 I got a call from the craftsman with a timeframe that I couldn’t make work due to some doctor’s appointments and he told me someone would be in touch to re-schedule.
On 4/20 I emailed Lydia and she gave me new options. I responded back that 4/28 worked. On 4/21 I get a phone call from customer care to re-schedule and the dates were into May. I told customer care I had already talked with Lydia and I was scheduled for 4/28. Once again I was told there was no record of this. I immediately emailed Lydia asking her to confirm that I was scheduled for 4/28 and didn’t get a response from her. I emailed again on 4/22, 4/23 and 4/24 with no response back.
On 4/29 I spoke with Rockell who got the craftsman scheduled for 5/9. I told Rockell I wanted to speak to a manager and she assured me someone would call me back by the end of the day and it never happened.
Around 5/8 (I don’t recall the exact date) I called again and was adamant I speak to a manager and got Hazel Killingsworth. I explained everything for about the fifth time and she asked that I forward her the emails I had sent Lydia that I never got a response on. I am forwarding those to her today, 5/20.
On 5/9 the craftsman came to my home and determined that there were some stains on the sectional and that the corner piece was not functional. He actually made the piece worse (now it doesn’t connect) by messing around with it. He also worked on the desk hutch to repair some chips, etc. and I can’t tell that anything has been done. It looks the same or even worse, in my opinion. He told me that he was submitting for a new corner piece to be delivered and two cushion covers to be mailed out.
On 5/15 I was left a voicemail from Marlena stating that she was following up on the craftsman’s notes and the message she left asks if “I will call back and let them know if I can live with the uneven cushion and all that stuff”.
First of all, it is more than an uneven cushion I am dealing with and if I could live with “all that stuff” I wouldn’t have been dealing with this since March 6th, which is almost three months!
I have been a very good customer of Ashley’s over the years and I am most definitely regretting my decision to purchase from Ashley for my new home. I am making payments on furniture that I cannot really even use. At this point, I need resolution. I do not want to tell this story over and over to a customer care person that cannot help.
Deidre,
I completely understand. This company is a complete joke. I had a living set that my mom purchased for me as my Christmas gift and when I called in and told them what my issue was, the lady on the phone stated that ASHLEY FURNITURE KNEW about the defect in the product and that all I had to do was email with pictures and my complaint and someone would reach out to me. This was beginning How does your furniture rip in the creases. I then receive an email from a Liz who is completely rude stating that I would hear from someone in 2 to 3 WEEKS, yes WEEKS. Emailed her back because my furniture is getting worse and she said that she emailed them again and that I should reach out the store it was purchased from to see if they heard anything from their Marketing Team….. REALLY…I emailed the corporate email again and told them that this is unprofessional and that their customer service sucks. I’m reaching out to our BBB and the local news in our town. My furniture is ripped and cannot be sat on. What do you do when its the only furniture you got. I was better off keeping my old stuff. ASHLEY FURNITURE is a joke and I will NEVER NEVER NEVER purchase another piece of furniture with their name on it. Worst customer service I have ever received. I really expected more from this company since this is not the first piece of Ashley Furniture that I have owned. Sad just sad.
Over half of my home is furnished with Ashley Furniture. I have bought furniture directly from Ashley Furniture on three occasion in the past two years. Needless to say, buying directly from Ashley has been the worst experience in my entire adulthood life. My recent purchase of over $4000 for a living room set has been pushed back three times since ordering around the first week in February. Only to be called on several occasions within a week apart and told that my deliver is now set for April 11th. Deliver date has changed to March 23rd to March 30th and now April 11th. Buying Ashley furniture from a local own furniture company in the area has never been this complicated. Sure enough, ample time is needed for purchases as such but this is ridiculous. My purchase before this one was pushed out the same but not as many times as the current purchase. That purchase was for a bedroom set near $4000 in which I have had problems with it chipping since purchasing it. I love the bedroom set. Had my eyes on it for about two years before finally breaking down to purchase it. However, the quality sucks!! The bedroom set was touched up by an Ashley rep once within the first year. The chipping has continued in the same area that was touched up and more in which I was told nothing can be done since it has been over a year. Surely enough, no one expects a purchase of that kind to be so easily to be chipped. Bad quality at it’s best I must say. I’m at the point of never offering my service to Ashley Furniture again due to each experience. The lack of service that was provided definitely does not display the reputation that is set and expected from what Ashley publishes. I am known to have much patience but dealing with your service has definitely exalted it.
I am extremely upset about the quality of service I am receiving for a brand new sofa I just purchased. It was delv on 2/20 and one of the recliners is broken. I immediately called that day and was a told a work order was put in & it would be 24-48hrs for call back. I HAVE YET TO RECEIVE ANY CONTACT FROM ASHLEY. I just spent $2000 with your store and this is the service I get. Not to mention I spent $1000 a few years back. I am now in hold for the 4th time. I called the store directly and spoke with the supposed mgr Katie Sweeney who said my only option is to contact service in Memphis (my husband left a lengthy message last Thur at said # & again IT WARRANTED NO RESPONSE. I AM EXTREMELY FRUSTRATED WITH THIS SERVICE. Not only do I expect to get a response ASAP. I fully expect to receive a credit for my delv charge of $139.99 and the service plan (what a joke) charge of $219.99. If this email does not generat any response I will be forced to pursue further action.
Biggest mistake I ever made was walking in your store and spending $7000! I purchased furniture on January 3, 2015 and delivery was set for January 30. The delivery man showed up with half of the items we purchased. We immediately tried to call the store (Greenville, SC) with no luck because you are left on hold forever. So we drove to the store so that we could speak to someone. We were told our remaining items would be delivered February 6, on this day the delivery man came with a damaged dining room table, broken bar stool and missing a dining room chair! Once again, I tried calling the store with no luck, no one ever picks up the phone you just get a recording that leaves you on hold forever! So once again, I drive back to the store and spoke to the manager. I was told that my missing chair would be delivered February 24 and that a company named SAW would contact me regarding the damaged furniture. SAW contacted us and set up an appointment to look at the damaged furniture, was told they would arrive between 12-3 and that if they came to our house and no one was home, we would be charged a service call…..guess what??? They never showed up or called and after spending 15 minutes trying to get them to answer the phone we were told they were running behind and would have to make another appointment that is 10 days
later!!! So on top of all this, I get a call today February 24, saying that my missing chair will NOT be delivered today that someone will have to call back at 5:00 to set up another delivery…..and one of my kitchen table chairs has already broken so I guess that is going to be another major ordeal!! Dealing with this store has been a nightmare!!! I will never buy furniture from this store ever again, it’s not supposed to be this difficult, what ever happened to customer service???? We were also told we would receive a $280 refund a month ago and of course, still haven’t received.
I have had a terrible experience with Ashley Furniture and will never shop there again. I have called Corporate 3 times and once today. If I could I would just get my money back and go somewhere else. I think Big Lots would be better than Ashley’s. I will call Business buero on them if I dont get anywhere within the next week. I do have someone on my behalf at corporate trying to help me today and i’m so thankful and appreciative of her.
I purchased a sectional and a dinning table at the store in Humble, Texas. Made the purchase on July 18, didn’t received it until Thursday, July 31. They were late arriving. That evening , the recliner on the sectional reclined and would not fold back. Called customer service August 1. They’re going to send a Tech but he can’t come until the following Thursday. I told them that’s not going to work we can’t sit on the thing and it’s a hazard because it’s reclined out in the middle of the floor. The best they could do was send someone out on Wednesday, Aug 6 between 1 – 4pm, really. I took off work, sat at home all day, me my son and 2 of his friends. At 3:45 no one had showed up, no one called. I called customer service. They try calling the Tech person and can’t get him. So, they tell me someone will definitely get to you today. 8:45 that night no one has come or called. Called the store, office manager sends email to customer service, they call 9:00 and says we will handle and call you first thing in the morning. Thursday, Aug 7, no call from customer service at all. I go to the Humble Store, when I got off work. Get to the store ask for a manager, no manager to be found. They are all in a meeting. Clerk calls customer service, again. Customer service, Jessica, calls me and ask if I can do a troubleshooting test on the brand new sectional I just purchased from ASHLEY. That’s what the Tech, that didn’t show up, was suppose to do I told her to just come pick up the sectional. She tells me we can’t give you a refund, we can give you a store credit. That tells me that ASHLEY does not care about the customer, all they want is your money. I would not recommend them to anyone. Here it is Aug 8 and nothing, nothing, or no one has done anything to help me at ASHLEY. THIS IS TOTALLY REDICULOUS AND VERY BAD BUSINESS
Bought a soda set the arm rest has caved in since it’s made of cardboard and have worn out after 5 weeks. I went in person and can not resolve this issue. Corporate office unable to take care of issue. I work hard for. My money and it’s sad. Buyer beware.
Store in El Paso Texas will not give me a refund since I paid cash.
This is the worst store to get a delivery. My daughter purchased a sofa and end tables on Thursday (July 10) and was told that it would be delivered on Saturday (July 12), no delivery. response was the furniture was on back order, then another response by the office manager it would be delivered on Tuesday ( July 15) , no delivery, no excuse was given, just dont know why per Felicia, then received a phone call from Todd (Sales Manager) that are delivery fee would be refunded, and guaranteed us that it would be delivered on Thursday (July 17), called not on schedule.. Also, spoke a lady by the name of Vanessa, her attitude was just cancel and get your refund. poor poor service
I been waiting on a kids bedroom set being built (IN STATE) for eight weeks now.
The dealership can not even get an Ashley Rep to advise an ETA or if it’s even being assembled. My daughter is waiting on a bed to sleep in and a place to put her clothes. This is a huge inconvenience and I will never order Ashley again.
Was driving next to one of your immaculate shiny trailers which looked very impressive until I viewed the rear end and was appalled to see the shabby c rash protection provided. Yes, the reflective tape was good, but the rear end collision barrier was totally inadequate. A very inexpensive cross brace can be added to lessen the occurrence of decapitation of an automobile occupant involved in a crash. Thank you for your attention.
Jerry Fogt
its not right iput in a application for beds for kids I talk to who was in charge at the time she said I was approved for the beds I called back reannah said they where wating on a couple of people to get approved and they woud send the truck out I keep calling and leaving message for a long time I talked to her today and reannah said I didn’t have a application in for the beds pam dowene put application in for me I don’t understand so disponited that the kids was looking forward to the beds now I have to break there hearts that there not getting them after ashely furniture telling me they would get them feeling so sad there not getting them I just wot to sit in bed and cry we had a lot of bad times and when ashely furniture said we where getting the beds thought our luck had changed felling really bad for my kids 🙁 plz help the kids really need these beds really bad plz for the kids I don’t wont anything just for the kids to sleep on a good matters plz plz plz plz for kids