Ashley Furniture

Star Star Empty star Empty star Empty star
1.9 out of 5, based on 163 ratings and
623 reviews & complaints.
customerservice@ashleyfurniture.com


Most Popular | Newest | More Options >
More filter options:
StarEmpty StarEmpty StarEmpty StarEmpty Star
Ineffective Warranty
Posted by on
Rating: 1/51
ARCADIA, WI -- We bought a very nice black leather and cherry wood office chair from Ashley furniture in 2008. We paid well over $500 for it. It WAS very nice. But recently the black leather started to crack, kind of like you would see on a el cheapo office chair.

Now keep in mind, this is used at our home, and on a casual basis. A 4-year chair, already worm out does not bode well for their quality of furniture. I wrote Ashley furniture telling them all about the leather breaking, even after only casual use, and this is how they replied.

Their reply:
From:
Date: Tuesday, July 3, 2012 10:57 AM
To: Kevin
Subject: Kevin/Ashley Furniture Ind/Contact Us

Hello Kevin, Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI. I am sorry to hear that you are experiencing problems with your Ashley furniture. Our warranty on office furniture is effective for one year from the date of purchase. Unfortunately, you are past the warranty period for this item. If you would like assistance in getting this item repaired please contact the store where you purchased it. Since you are past the warranty, you would be responsible for the cost of any repairs. Tammy ~ Ashley Consumer Affairs


MY RESPONSE TO THEM:

Tammy, a one-year warranty is nice, but obviously, it only covers the company's best interest. I wouldn't expect a nice chair to wear out in less than a year, and if it did, we would've taken it back to Ashleys and be done with it.

But since the chair is only 4 years old, and it's already worn out with casual use, we'll attribute it to being cheap furniture.

This will keep us from purchasing any furniture from Ashley's in the future. If you would stand behind your products, let say, like our patio furniture company did after 10 years, and fix the problem, then THAT would be noteworthy.




     
Read 2 RepliesAdd reply
User Replies:
trmn8r on 07/03/2012:
Generally speaking, and we see this all the time, a one year warranty is a one year warranty.

What else has a one year warranty? Tv. Appliance. I'd expect both of those to last several years as well, but if they fail after 2 or 3 years I know I will have to pay for the repair.

Ashley has a reputation in the quality category, easily found elsewhere on this site. Choosing to shop elsewhere is a good idea.
KevinTX on 07/31/2012:
I agree. Here what I'm getting at...

Our outdoor patio furniture was a hand-me-down and at ten years old still looked pretty great. BUT, one of the chairs had a mechanical issue (it's pedestal broke) so I wrote the company. I was SO SURPRISED when they offered to replace the chair at no cost to me... AFTER TEN YEARS! Wow! Sure enough, we rcvd a brand new chair frame a few days later. Now THAT is service :)
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Complete Lack of Customer Service
Posted by on
Rating: 1/51
BUFORD, GEORGIA -- A few months ago, my wife and I visited the Buford, GA location and talked to Anthony [snip] about the Porter Collection (specifically, we were interested in the bedroom pieces totaling more than $4,000). Anthony was very courteous and helpful and provided a positive shopping experience. We already own an entire bedroom set from Ashley Furniture that we like very much, so we have no concerns about the quality of the furniture.

On May 22nd, after hearing about the Memorial Day Sale, we returned to the Buford, GA location to purchase the furniture at 20% off. We asked for Anthony and were told he was not there. Another individual, I think his name was Joe (but I really am not sure), helped us. Although Joe was very nice, it was obvious he was new. Indeed, he later alerted us that he has been working there for about 1.5 months. Initially, Joe included the wrong bed on the order resulting in an inaccurate price quote (fortunately, I had asked him to create a comparison quote including the other bed and he noticed his error. imagine if I had not and the wrong bed arrived).

My wife and I were deciding if we wanted to put the purchase on our personal credit card or through the 12-month financing option being offered by the store. I asked Joe for more information related to the 12-month option and he was unable to speak intelligently about how the program works. He provided me the in-store flier of which I read the fine print, myself. It was clear I wanted a better understanding of this financing option and that his training did not provide him enough information.

I alerted Joe that we will definitely be buying the furniture today but that we would like to decide between putting it on our credit card or on the 12-month financing option. Joe said, "I understand. Let me point out the kiosk where you can determine how much money you will be approved for on the 12-month plan; that may help you make your decision. The kiosk runs a credit check and prints out how much you are approved for, you will just bring that piece of paper to the front once you are ready to check out." I told him thank you and my wife and I began to discuss.

We entered our information into the Kiosk and began agreeing to Terms and Conditions related to Ashley's financing option. I had no concerns with Ashley Furniture Home Store performing a Credit Check and meeting their requirements if I chose their financing, as described by the employee, so I agreed. After determining the amount for which we were approved (plenty to cover the purchase), my wife and I decided that given the benefits on our personal credit card (and knowing we would be able to pay it off in the current month), we would use our own Visa. I then read the receipt from the Kiosk and noticed it said. Your credit card will arrive in 7-10 business days.. CREDIT CARD???

I immediately went to the Financing Desk and was told I opened a Credit Card. When I alerted the lady that her employee said the Kiosk only performs a Credit Check, she just shrugged, laughed (along with another male employee beside her) and alerted me that I indeed opened a Credit Card. She offered to cancel it for me, obviously not realizing that canceling a credit card does even more harm than opening the card did in the first place (by negatively impacting my credit-utilization ratio which is a direct feed to credit score calculation). She then tells me that the card is automatically cancelled after 12 months of non-use. Oh wonderful, now I get to decide if I want to hurt my credit score now, or in 12 months. All for a credit card that I didn't want in the first place.

I called the Credit Card Company (GE Capital) the next morning to alert them the card was opened in error. They said there was nothing they can do until I talk to Ashley Furniture Home Store, first. I called the store 3 times on Wednesday and was told the Store Manager was in meetings and lunch. I left two messages that day for him to call me back. I also told the entire story to one of the female employees and she let me know that the store manager will return my call. After receiving no call, I contacted Corporate on Thursday, repeated the story, and was told that a Regional Manager would call me back. It is now Tuesday and I have not heard back from the Store Manager nor the Regional Manager. Poor customer service from management makes me even more mad than the poor training/execution of the floor employee that misunderstood and misinformed me about how the 12-month program works. I am now glad that I had the opportunity to see the lack of customer service prior to the purchase.

Fortunately, I was telling a friend about the situation and that I want the furniture but I don't want to give the Home Store any money. He alerted me about an awesome furniture store in NC called Gibson Furniture. I contacted them and they offered me a price $670 less than Home Store. s sale price, with free shipping and no sales tax (out of state)! My wife and I were within 3 minutes of paying too much for the furniture. Of course, I still have a credit card that I don. t want that is going to negatively

My wife and I have already spent more than $3,000 at the Home Store (on the previous bedroom set we bought), were minutes away from spending another $3,500, and had plans to purchase the matching living room furniture in the near future at approximately $2,000. Due to poor training and unbelievably poor customer service from Management, the Home Store has lost those sales and a previously happy customer (well done!). In addition, my generation relies heavily on online reviews...this situation will be included appropriately on the respective review sites for the store.
     
Read 4 RepliesAdd reply
User Replies:
DebtorBasher on 06/01/2012:
When you get the Credit Card...DON'T Activate it! (There's usually a phone number to call and activate it. DON'T even call the number).

I believe if it's not activated at all, it can't show as an open credit on your credit report.
clutzycook on 06/01/2012:
I wonder if it would have THAT much of an impact on your credit rating. Unless you're looking to purchase something big like a car or a house in the next 6-12 months, wouldn't your score likely recover after a comparatively short period of time?

But if what DB says is correct, then just don't activate the card and it'll be fine.
Anonymous on 06/01/2012:
Whether it's activated or not, if you cancel the card before GE Capital reports it to the credit bureaus, it won't impact your score...but, if they've already reported it, it doesn't matter if it's activated or not, it will show up and can affect your score...also, the credit check will stay on your credit report for 2 years, which is standard.
anonymous on 12/03/2013:
Wow the same exact thing has just happened to me!!! I was told they were checking my credit and now I have a credit card I was sooo upset and all employees and managers and owners are very unprofessional, rude, decieving, and untrained!!! I was at a dover, de Ashley Furniture store...
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Kids Furniture Safety Issue - Company will not resolve
Posted by on
Rating: 1/51
CARBONDALE, ILLINOIS -- I bought an Ashley Furniture Children's Cottage Retreat Nightstand item ID B213-92 for my daughter before she could walk. She has now begun to walk. She pulled her self up by the front of nightstand and it fell over on her. Thinking it was just a fluke accident we kept it. My wife told me the other day when the little one opened the drawers which were full of children books it fell on her again, without pulling down on the drawer, just opening it. I called Ashley Furniture in Carbondale Illinois, where it was purchased, to see what their return policy was. The lady that answered said see the bottom of the invoice, if you take delivery then there are no refunds or returns, because it was Special Ordered. Last time I checked they have to order everything because they are too cheap to keep an inventory. I kindly explained it is a design flaw and that needs to be addressed because it is a safety issue. Her response was just attach it to the wall. I asked to talk with the store manager and she told me that he is a busy person, he will get back to me when he gets time. Still have not heard from him. (I will give him a week and after that time to go to the Better Business Bureau and Ashley Corporate, do not really know how much it will help but worth a shot.)

Excuse me when I buy children's furniture it should not have to be strapped to the wall to prevent it from falling forward when the drawers are opened. I could expect that response if it were adult furniture but children's. I guess Ashley furniture is more worried about making a buck than the safety of the children's furniture it sells. If they would make the sides three inches deeper there would be no issues with falling forward.

I will never buy anything from them again and you should not either.
     
Read 5 RepliesAdd reply
User Replies:
jcape42 on 02/04/2012:
The store manager called me back finally and told me that the company sells 10s of thousands of these sets so there is no issue with the design. I asked since I am having the issue where does the complaint go from the local store. He said no where. So the corporation is not getting accurate information about what its furniture is or is not. His response to me was attach it to the wall. He tried to use an example of a Flat screen tv, if a child climbs up on it and it falls over is it a design flaw? My response was a flat screen tv is not children's furniture and is not designed to sit on the floor where a child could get to it so his example does not work logically. He changed the subject back to attaching it to the wall and the only thing he would do is send the strap to attach it because it was not in the box. Still will not buy anything from them ever again.
clutzycook on 02/04/2012:
I think a lot of children's furniture recommends that it be anchored to the wall.
Venice09 on 02/04/2012:
I have never heard of attaching furniture to a wall to prevent it from falling over. Furniture should be designed not tip, especially children's furniture.

My grown daughter has a dresser from Target's Shabby Chic collection that reminds me of this nightstand. She has used and abused it for the last six years, including several moves. It was not overly expensive. It is still in good shape and certainly never fell over! I highly recommend it as an alternative to Ashley Furniture.
furnman on 02/06/2012:
One suggestion, distribute the weight of the items in the drawers, put the books and heavier items in the bottom drawers and lighter things in the top so the piece won't get top heavy. However be careful as to how much you put in the drawers as Ashley drawer bottoms are not very strong and everything call fall through the bottom. Remember you are dealing with Ashley quality. Sorry, the words Ashley and quality should never appear side by side.
George on 02/07/2012:
Heavy children's furniture should be anchored to the wall, especially if you are going to load it full of heavy books. You don't pull out all the drawers on your loaded dresser or tool-chest and expect them to stay upright, do you?
A toddler who is learning to walk will use anything within reach to help pull themselves up.
Close commentsAdd reply
Delivery continues to be pushed back for months
Posted by on
LEXINGTON, KENTUCKY -- On April 3rd my husband and I purchased the Porter Bedroom Suite (Bed, Dresser, Mirror, 2 Nightstands, and chest) this came to a total of $2500. We were told by our saleslady that it would be 4-6 weeks for delivery and I was fine with that. I signed the contract and went on my merry way. A couple of days later, my sales representative called me and said that the order was now going to be pushed back to mid-July because of such a high demand on this collection. I was told that we could exchange it for something else, or wait it out. We decided to wait it out since we were unable to find something else we liked. My saleslady called me weekly to keep me up to date on the order situation, which I appreciated. Then last weekend, I realized I hadn't heard from her for 2-3 weeks, so I decided to call her. They told me that she no longer worked there, so someone else checked the order status for me, and low and behold, the order has now been pushed back to September. I was enraged and asked for a manager, but since it was a weekend, they said the manager was not available and would call me back on Tuesday when they returned to the store. As of Saturday, I still hadn’t heard from them. My mother and I went to the Furniture Store in Lexington, KY and walked in like normal customers. A salesman came up to us and asked if we needed any help and we told them that we would let them know. We made our way to the Porter bedroom set and then asked the “schmoozing” salesman how long the delivery would be since there was a tag on the bed that said it was unavailable for immediate delivery. This was on June 26th (keep in mind, I ordered mine on April 3rd), and the salesman said that it would be August when it could be delivered. We then told him that we’ve had the set on order for 3 months already, and we wanted him to explain HOW the newest purchaser could receive this bedroom suite a month before us. He got quite defensive because he had just been blindsided by us and caught in a lie. He was yelling so loudly at us that there were a few people who did stop to look and see what was going on. He later took back what he said and said that if we had bought the furniture that day, it would probably be more like December that we would get it instead of August. Once we talked to the manager and told him what was going on, he apologized and basically told us that there was no way possible for him to give us an accurate date of delivery but if I called him the following week (which will be next week), he would try and get me an answer. I will never shop at Ashley again. We proved that they will lie and say whatever they have to in order to make a sale and once the sale is made they don’t care what happens.
     
Read 1 RepliesAdd reply
User Replies:
Sherri on 06/05/2014:
Same thing happened to me! I bought furniture May 10th and had an estimated date of delivery of May 21st. On May 27th I called store and was told it would be June 8th. They did not contact me to let me know anything. Then they said the table was out of stock so they did not know when it would come in. I said that was unacceptable and wanted my money back. Customer Manager said I might could take the floor model, but I would have to wait on the chairs. Why would I want a table with no chairs? I asked for a refund, she said I would have to talk to manager and pay 10% cancellation fee. He was in a meeting. I asked for him to call me back. I called back 3 hours later and he was out to lunch. Then I called 1 1/2 hour later and finally spoke to him, wow was he a jerk. Spoke to me as if this was my fault and he was sorry I was not 'educated' on how the furniture would be delivered. What education do I need if my table is 'out of stock'? He said corporate would have to approve the refund. What is there to approve if the item I paid for is out of stock? I want a refund and he said it should take 5 to 7 to 10 days to get it if corporate concludes it was a store problem. Like it would be my fault for not having my table delivered that I had paid for a month ago. He told me not to threaten him, I did not threaten, not that I did not want to but what good would a threat do? I told him I wanted the full refund and he was not to withhold the 10% and he hung up on me. Wow, I won't ever buy anything from them or any Ashley store. I hope to get my refund in the next month!
Close commentsAdd reply
Don't Bother With This Crappy Store In Central Park, Fredericksburg
Posted by on
VIRGINIA -- When we first purchased our home in '09, it was in need of lots of furniture. We went to Ashley Furniture in Central Park, Fredericksburg, VA, with hopes of getting some nice pieces to fill our home. After paying down on one layaway, we were left with one final suit for our master bedroom. The store manager at the time Buddy was wonderful with assisting us with our previous purchases. He had assisted us in changing out some pieces that were not really our style for more contemporary pieces. With this in mind, we trusted him to come through for us once more when we needed that same done for the bedroom suit. We were told that they would take care of the switch out for us. We looked forward to it being done right, being that we were familiar faces in the store, and walked out without the new receipt with the made changes in hand.

On January 2011 we walked into the store to take one last look and to make a payment on the suit. We were greeted by the same sales representative that dealt with us, Mr. Eddie French. He began to tell us that one of the items in our suit was no longer available. After speaking with him for a while, we discovered that the suit he was talking about was the one that was supposed to have been swapped out for the other that was more of our style. He then began to tell us that the suit was now more expensive than we originally anticipated, because it was a few months from the last promotion, which would have kept it the same price. Now we had to pay out an additional $599. for a night stand. I was highly upset to say the least because it was an error on their part for not doing the switch out as promised when the prices were still going to be the same. Now my husband and I had to pay extra for something that was their mistake. I tried to get it resolved with the new store manager. But after seeing his people skills upon yelling with a couple on the sales floor, we knew it would be challenging. When we told him about the issue, we told him that we would like to take off the $1000. mattress and just pay for the suit, because the mattress was simply too expensive and that we could not afford that price at this time. We even told him that we saw one for $650. and needed to know a. s.a. p. to take advantage of the other promotion. He told us he would let us know by Tuesday, February 1, 2011. Needless to say he never called us at all. It's now June 22, 2011 and we have yet to ever get a call from this joke of a manager. After contacting their Customer Service Dept. many times, no one has once tried to contact us within these five months to have this matter of the mattress and the price change for the extra night stand resolved.

On a weekly basis, I have been contacting the Customer Service Manager named Sherri to find out the status of this matter. The issues I have here is that she herself never calls when she says she will, or tells me that she will have the General manager or store owner get in contact with me which they never had, and that she will escalate the situation to the necessary people to have me satisfied. Upon my last conversation with Sherri on June 4, 2011, she told me that she had sent my information to Mike, one of the Regional Managers and that he would call me and if not, that she would call. On June 5, 2011, my husband and I went into the store to make a payment. The following Sat., June 11, 2011 we went back into the store to have the canopy bed switched out with the regular bed due to a new ceiling fan being installed in the master suit. The manager Kenny began to cover himself with riddles of deception and lies by stating that he had just called us this past Friday and left a message for us to call him back. I immediately knew this was a lie because the phone number was disconnected and not in service. I challenged him by asking him why he did not use the number that was provided when I left messages there several times. He stated that he just went off of the numbers on the ticket. Then he asked us if that was a good number to use. We told him no and that the number, which I gave to Theresa, a store rep., was the most suitable number. We did not know it at first, but once we had the changes made to the bed and walked out with our receipt, we realized that he had placed inaccurate, deceptive and misleading information on out ticket about him leaving us messages on the old number. I was infuriated with all his incompetence, ineffectiveness as a manager and shenanigans that he was up to, because when we were in the store the previous week, our ticket stated no such notes about him leaving messages. The following Tuesday, June 14, 2011 and June 21, 2011, I left a message for Sherri; I have yet to hear back from her.

Needless to say, this matter that is five months in the making has ineffective, inept and incompetent people working in a customer service oriented field with obviously, no ability of how to rectify such a simple matter. My deepest wish is to replace the joke of a manager at the Fredericksburg store with a more qualified candidate, because Kenny will eventually cause this store to loose more and more customers daily. I on the other hand, will do all within my power to post every negative review on the web about this experience, because of the inability to have this matter resoled in such a long time. The General Manager Mike and the store owner should be embarrasssed to have such dissatisfied customers as myself and to loose us to their competitors. The Ashley Furniture store at Carl D. Silver, Fredericksburg, VA reminds me of a Brooklyn fish market, all hype but no true quality.

Regretfully,

R. Woolfolk
     
Read 3 RepliesAdd reply
User Replies:
Whiteduck on 06/22/2011:
If you knew you could complain on here, why didn't you check Ashley out before you bought anything from them?

Nothing in your complaint is out of the ordinary for Ashley...
trmn8r on 06/22/2011:
If I witnessed a manager yelling at other customers, I'd take my wife, the kids and the dog, and leave the store.
Paul on 02/22/2012:
Stay far away from this Ashley furniture. I hope you were able to get back all of the money you put toward the purchase on lay-away.

I'm working on putting a claim through the warranty service I bought with the POS furniture.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Ashley Durablend Leather Sofa Start Peeling Within Two Years
Posted by on
Rating: 1/51
DALLAS, TEXAS -- I bought Ashley Durablend bounded leather sofa set from furniture source (11545 Reeder rd Dallas TX 75229-2112) on 11-4-10.

It will start flaking up & peeling like old vinyl, 9 months ago. I complain to Furniture Source but first they told me that they will try to help me but after holding me so long they refuse me to help & told me that Ashley denied their complain.

I am so disappointed by Ashley furniture. I also have another sofa from Ashley too which I bought 5 years ago with some part leather but its absolutely fine .It means this sofa set have some kind of manufacturing defect. I do not have any pets & small kids. I bought two piece set & have problem with both.

Please help me in this case. These are the pictures of the defective Ashley sofas. Please check them out and email us back that you got them.

Sofa serial # 390882717 --2370188---M.O.# MA2NPOO
Love seat serial # 390882954-----2370194----MA2NPOO
     
Add reply
Bad Furniture Please Don't Buy From Them
Posted by on
1516 US HWY 41, INDIANA -- Key Town wall unit Model #W668-26

The floor model was very nice, What they deliver to me was pure garbage!!!DUSTY!! Sections were not stained, dented, scratches, door had 1 screw in each hinge, door did not line up, glass shelves were scratched and cracked, lights did not work! They sent a repair man and he damages the front with his tool belt causing a noticeable scrap, he tried to adjust the door HE HAD to have noticed the screws missing but did nothing or say anything about it. The store than sent out another unit and it was worse than the first. The whole top of the crown molding on the unit was not stained and it was so dusty and looked like 100 people touched it. Finger prints were so prominent that a CSI agent would have found 100 criminals. They finally agreed to refund the purchase and tax but not the delivery, I am now fighting to have that refunded.

If you have any questions about my experience email me at jen1949@aol.com Had I known that the furniture was not made here in the USA I would have never entered the store another Lie by this company Please beware!!!!!!!!
     
Read 3 RepliesAdd reply
User Replies:
trmn8r on 07/05/2011:
Gee, from one glowing review I was inclined to think I was all wrong about this trash heap of a company.

Using that picture and your review, it is easy to visualize the pieces of junk that must have been delivered to you. Excellent review, very helpful.

Welcome to my3c, and be sure to check out the Community Ward if you get a chance.
Venice09 on 07/05/2011:
I've seen other complaints about the quality of the delivered furniture compared to the showroom pieces. Maybe the trick to a successful purchase from Ashley Furniture is to pick up the floor model with your own truck.

This is a good review. It paints an accurate picture of a typical Ashley experience. There doesn't seem to be one aspect of the company worth giving it my business.
49er fan on 09/10/2011:
Very good review!!! As you stated, the piece you purchased looked "very nice" in the showroom but unfortuantely what you received was very different. When you walk into an Ashley Furniture Store you are meant to believe you are actually in a high end, upscale furniture store. They do this by surrounding their furniture with various accessories, lamps, paintings etc not to mention the overall layout of the store itself. Then when you look at the price tags (not to mention the "deals" or promotions the salesperson may be pitching you while you browse) you assume "wow, this is a great deal". But, look a little closer and you will find you are getting exactly what you pay for!!!! Almost all of the furniture is made overseas, shipped to the US and then stored in a few warehouses Ashley has. This is one of the reasons why delivery of your furniture can take forever before you receive it. A few pointers and things to ask if you decide to purchase your furniture from an Ashley Furniture Homestore: 1) How long is it going to take to receive my furniture? 2) Is the quality of the furniture I have seen and may purchase going to be the same as the furniture I have viewed in the showroom? 3) If something happens and I am unsatisfied after receiving my furniture at the time of delivery what are my options?:: Customers purchasing furniture from this company have a right to know the answers to these questions from the salesperson before making a decision to purchase furniture from Ashley. Find out the estimated time of delivery or arrival of the furniture from your salesperson, if something happens and the ETA of your furniture is not what was discussed immediately contact your salesperson and ask for answers. When you receive your furniture inspect it, sit on it, just like you did in the store. If you have questions or concerns then immediately let the delivery personnel know, if that doesn't work call your salesperson. If you find something that is unsatisfactory after looking over, using, setting on, etc the furniture you have purchased then do not sign anything accepting delivery, refuse to sign and then contact your salesperson and notify them of what happened during the delivery!!! I hope this helps people considering purchasing furnitiure, we all know how much it costs to purchase nice, quality,furntiure to put in our homes.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible Customer Service and They Lie to Sell
Posted by on
Rating: 1/51
AUSTIN, TEXAS -- Good afternoon, this is in regards of the worst service I never got before. I am a customer since 2002, and I 'been purchased all my furniture with you (El Paso and austin area). Two years ago I purchased a bed set and a dinning set (3000.00). After that I remember that on my last purchases I bought the premium warranty ( one for 99.99 and two for 79.00 all in El Paso, tx. ) So I deal with catherine ( store manager by that time) she explained to me that because I bought in El Paso, I'll be difficult to give me the credit. Any ways I wait for 2 weeks and she called me to inform me that a got the credit. By that time I decided to wait. 3 Weeks ago I decided to buy a new living room set (2000.00)an I explained to the sales person about the credit. He pointed me to the store manager ( theresa [removed]) and she just told me that we need to start all over again. She asked me for the paper work and I asked El Paso store for it and they email me with it. I pass the paper work to her and she mentioned that will take about 10 days. I went Saturday for it and t customer service lady just told me I don't know anything you need to speak with the store manager. I came in today and she was there, she asked me for the paper work again and I told her you guys already have it, she said no. I brought the paper again and she start gave me a story about the credit only applied on same items like if you bought the premium warranty on a sofa the credit is only on a sofa purchase. I told her tell me what you say to your customers when you are selling this warranties. She don't told me anything and I ,just repeated, ,looks this is what you say your customers if you buy this premium warranty and you don't use in five years you can get full store credit, or am I wrong?,She just explode and she told the lady next to her to call the police yes the police, I told her OK just cancel my purchase please. She told me is done and then I asked her for a receipt.she gave a paper and she told me you'll get a check in 15 days, but the paper doesn't said that.I asked her for a paper that said that and she got a picture frame with a policy and she put that in my face. She told me get out of my store or I going to call the police again, I just told her don't worry I am calling the police now. The police told me that they got a call already about it and just explain that I just want to let them know that I not doing nothing that ask for my money back. What an experience, what a way to lose customers. Looks like $179 hurt you guys a lot. Cannot wait to see you sink with that kind of service. Is horrible. Thanks for taking the time to read this
     
Read 2 RepliesAdd reply
User Replies:
Shaun on 02/06/2014:
I've had some good experiences with extended warranties
Cwazychicken on 02/08/2014:
Wondering why a store would threaten to call the police for no reason. I feel theres a lot missing to the story. Did you get angry with them? And yes, some warranties have rules. If you buy a warranty for a couch, I can see where it is only applied to a new sofa purchase.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
No Honor, No Integrity, and Great Disappointment.
Posted by on
Rating: 1/51
ASHEVILLE, NORTH CAROLINA -- As a Veteran, and as many veterans do, we have a great deal of pride and integrity when it comes to our word. To us, that word alone could be the difference between life or death. It alone holds a bound. This is not the case with Ashley Furniture and their team.

My wife and I had the opportunity to purchase a fifteen piece living room group at a very affordable price. Our sales associate was amazing (would recommend that he find a different company). Based on this purchase and the future purchases; to include dining room, toddler room, and master room, we donated all of our furniture. The furniture that we purchased was delivered in a timely manner. At the time of delivery we noted multiple areas of damages. We discussed this with the delivery team. The team stated that the"damages that we did see were annotated at the delivery docks and were shown to delivery manager." Their operational procedure is to " deliver the damaged furniture as is and let the customer make a decision based on if the customer sees the damages." Out of the fifteen pieces that were delivered, twelve were visible damaged. Three boxes, which contained accessories, were damaged on the outside. Leading to the contents of the interior being compromised.

Furthermore; in the process of the delivery, one of the delivery team cut himself and bled on the carpet in several places. I failed to mention the damages to the walls. We contacted the store several times. Speaking with admin assistant, we were informed that it was the managers day off but she would have the customer service manager give us a call. We afforded the CR manager to return our call with no call by the close business. Called next business day and spoke with admin assistant a second time. She stated that the " GM had just walked in. She would speak with him about the damages. No call was received by the close of business.

I again returned a call to the store and this time spoke with GM whom had not heard a single mention of the problems. He stated that the damages were the responsibility of a contracted delivery service. Whom by the way drive trucks with Ashley marketing. Not the responsibility of Ashley furniture. I did have an opportunity to speak with the customer service manager, who was obviously very putout by my call. She was also unaware of the issues. But wait, even after explaining to her the issues, she put everything off on someone else and had no resolution. Another called placed to GM, was received again very negatively. At this time I was informed by the GM/Regional manager that he would have the delivery manager, who was responsible for damages give me a call. Then stated that he spoke with delivery manager who was going to call me to come by and take pictures.

This never happened until I had to escalated the issue to the Attorney Generals level. The delivery manager and GM both stated that the furniture is delivered as is because people need a place to sit?? My words to them both. I came into the store and made a purchase based on what they were representing. Furniture that was aesthetically pleasing, that was not what was delivered and was very misrepresented. Needless to say, we cancelled this order and had all items picked up. We also cancelled our future purchases.

As a Veteran, I encourage all Veterans to really reflect on this companies integrity and honor. After all was said and done, the blame was placed on the young married man at the bottom. As soldiers, that man at the bottom is just as important as the man at the top. He may be the one that saves your life. We don't blame him. We pick him up and bring along. Show him what it means to have integrity and honor. Above all show him that you have ethics.
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Same Old Company with New Name
Posted by on
Rating: 1/51
ARLINGTON, TEXAS -- Warning, Warning, Warning, Warning!!!!!!!My wife and I bought a "new" set of furniture for our den from Ashley. We bought a recliner, wedge and two sofas. Almost immediately, the recliner broke and so did one of the recliners in the sofa. The tech came and told us it was due to poor workmanship but was able to make repairs. Within a few weeks, one of the "leather" sofas started to peel on the seat and back. My wife and I are senior citizens with no children at home and no pets. The tech came and said that the materials were defective. He ordered parts and a few days later, he came and replaced the entire top and bottom. He failed to replace all the padding so the seat is now flat. We moved this sofa and started to use the other thinking it may be fine. Wrong!!!! It has started to peel in four places. We went to the store and talked to the manager and he said that even though the warranty had expired, he would "take care of our problem". The tech came and said the materials were defective and they should replace the set. He ordered parts. Then Ashley called and said they would not make any repairs since it was out of warranty. I called back to the manager and he said that he did not tell me that he would fix the problems and to call the customer service manager at corporate. This was a huge waste of time. She could not care less and was almost arrogant and condescending towards me. I found out that Ashley was once Levitz and they have filed for bankruptcy several times due to poor quality furniture and bad customer service. Same company with the same problems. Do not purchase anything from this company. The extended warranty is bogus. They say if you do not use it that they will refund your money. This is not true. They give you store credit which is worthless. If anything happens to your furniture, they will claim that it is neglect or consumer abuse and wouldn't do anything. I bet Ashley owns the warranty company as well.

     
Read 2 RepliesAdd reply
User Replies:
CUontheFlipSide on 11/14/2012:
Levitz (after almost 100 years) went bankrupt and was liquidated in 2008. Ashley was never Levitz. The closest possibility is that Ashley acquired some empty stores which they opened under their crummy name.

It is interesting to note that the BBB gives Ashley an A+ rating. This is an example of the world's oldest profession thriving in our modern world.
At Your Service on 11/15/2012:
Ashley is not Levitz. With that said, anyone who does even a modicum of research of Ashley Furniture, they learn that it is cheaply made furniture that readily breaks down. I don't think I'd ever pay for anything with their name on it.
Close commentsAdd reply
Top of Page | Next Page >