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Damaged Items, Bad customer service.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CONCORD, CA 94520 -- I have purchased furnitures at Ashley Furniture last 07/10/21. 1 dining table, 4 barstool, 1 bench, 1 coffee table, 1 couch, 1 loveseat. Paid all of the items with my debit cards including the set up and delivery. The items was delivered on 07/25/21. I was not at home when it was delivered, but my brother was the one who let them in and for them to set the furnitures up. When I got home, I inspected the furnitures and found most of it was damaged, scratched, and has cracked. Also was not put together properly. As soon as I found the damages after 2 hours upon delivery. I called their customer service number and reported it and asked for them to replace the furnitures. I was told that they will file a report.

Few days passed no one tried to contact me and resolve the problem. So, I have decided to go by their store and complain. I had spoken to one of the managers and was told that they contact me as soon as they were able to get a hold on their customer service office, and wait a few days. After few days, I called the customer service again. Was told that I did not report the issue right away and waited for a few days. And also told that they have "NO RETURN POLICY". I was also put on hold and passed around for hours. Again I went back to the store, to find out that the person I had spoken to was no longer there. And spoke to a different manager.

To pacify my frustration and for me not make a scene he handed me a gift card and promised that he will try resolve the issue. Yet again, was told to wait for a few days. Still, nothing happened. Again, I went back to the store. I probably spoken to multiple managers, and most of the time they hide and pretended to be busy in their phone. And then they said that I have to schedule for someone to come and check the furnitures before they can assess the situation. To have it repaired or replaced. At first I wanted it to be replaced. but, as of this moment, all I want is to return all of the items back. With the stress, time, money and the nuisance that they caused me my vacation was canceled and I was fined for rescheduling it due to dealing with unprofessionalism of their employees.

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Awful Service, Professional Scammers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLMA, CALIFORNIA -- Summary: Here is the experience you will get if you buy from any ASHLEY store especially Colma and Dublin: You feel like all the salespersons are like your family and they are so lovely and respectful (just to fool you). You will be repeatedly told you get such a huge deal, discount, free financing, don't worry about the money, "we deal with you in the best way" (all lies). You spend a lot of time to apply for finance, get a hard inquiry, select what you want and then when you want to pay, they suddenly add 10% because of finance and you changed your mind and decide to pay upfront.

The discount that they promised you will be much lower than they promised, not to mention prices are already 3 times higher compared to other stores. You are pushed so hard to buy a protection plan from them because it is a free profit for them in return to no actual service. They don't care about the customer at the beginning let alone 5 years from now? Their protection plan is also a scam. Your delivery date will be super late compared to other furniture stores 1-4 months (living spaces, RC Willy,…).

At the time of delivery, you find out most of the items are damaged, scratched, and some floor samples instead of boxed. You will call the store manager and customer service and say, "After 1 month I get all damaged items." They will then ask you, "Please keep the items with you. Technician will come and repair it. If he cannot we replace it for you." Never believe it. That never happens. I trusted them for a couple of items and they never repaired or replaced my items. They make bunch of excuses in several ways that it was your fault not factory defect to avoid replacing and repairing it. I also had this experience that they faked my signature that I was happy with the service and no complaint about the damages they made to my house.

You will be very mad at them and stay in hold for customer service for 1-2 hours and somebody hangs upon you. If you are lucky somebody answers you and keeps telling you to talk to your store if you have any problem. There is no return policy, if you pay them you cannot get your money back even if your items are damaged or even when they cannot provide you with the item they are out of.

Most of the time they say they call you back but never happens and you have to follow up with them 10 times without no reasonable response. The delivery system is awful because they want it to be very cheap and profitable for them, they get service from very unprofessional people who cannot even screw a screw. You might be left off with huge damage in your walls, floor, and doors.

You hear a lot of lies from the whole system store manager, salesperson, delivery guys, technicians, representative in customer service. Lies include, "we call you back for sure, keep your damaged furniture technician will repair it if not replace it, we refund your money, since for something that was hidden from you," they even do signature forgery for customer satisfaction.

Finally, you are tired and have to accept all the garbage and floor samples. They send to you after 2-3 months because you are tired of the situation and put your long very negative story here exactly like me. You have no choice if you want to cancel your order because of late delivery and horrible customer service. They do not refund your money. Be careful to take your time and money and buy from other furniture stores to have better quality, better comfort, peace of mind and a better experience.

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Mattress Purchase
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CUMMING, GEORGIA -- I purchased the King Ashley Chime Elite mattress in a box for $839 (on sale.) It Was delivered 2 hours past the 2:15 to 5:15 window at 7:25 pm along w/ new headboard and bed frame. It took till 11pm to put together and place mattress on foundation to expand. Directions state this can take up to 48 hours. We did not sleep on it during this period. After the third night it still had not expanded completely, so I went to the store and said I wanted to exchange it. I was gleefully told by the Cumming GA store manager that I was 12 hours past the return window. So no, I couldn't return or exchange. He said I could have a technician look at it.

The technician came on day 14 of my owning this mattress and agreed that it wasn't properly expanded even after fourteen days, took pictures and said I would most likely be able to exchange it. I didn't even get the courtesy of a phone call, I got a text message stating that the mattress meets Ashley Furnitures' standards and would not be acceptable for return or exchange. This mattress does not touch the box spring by 4 or more inches on any of the four corners. I have photos of my hand up to my wrist under the mattress till I can meet where it does touch. The fabric cover has an inch sized empty nipple where no foam reaches it. Is this really the standard of quality that you want to advertise for future customers?

I feel that I have done my best to give this mattress the proper expansion time and in checking your showroom, I can't find another mattress that has expanded as poorly as mine. I feel an exchange would truly be in order. You can put this one on your showroom floor as proof that it meets or exceeds Ashley Furniture standards.

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Stay Away From Ashley's Furniture
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EATONTOWN, NEW JERSEY -- Absolutely livid and disappointed in your service!!! Firstly, I go online and place my order - smooth process. Second, furniture comes - 3 items (bed, chest, dresser). Bed looks used, chest looked used and dresser was totally damaged (draws don't close). Third, although the delivery people realize the damage (and even take pictures to send to their supervisor) they would not leave my house until I signed for the order so I was not exactly given a choice. Fourth, I call up (after 2 hours on the phone I am told "sorry there is nothing we can do").

Fifth, I keep calling and finally get someone who will help and they set up an exchange. Sixth, exchange set up for over 1 week later (so I'm sitting a week with broken furniture) and then they give me an 11-3 delivery window but they show up at 7pm (this is children's furniture - I don't know about your kids, but mine go to sleep at 6:30).

After waiting all day for the furniture they gave me an ultimatum - wake my kid up and let them spend 2-3 hours putting together new furniture or they will just "re-deliver". Next I call the next day for "re-delivery" and get a run around online tells me to call store, store tells me to call online - now I have no furniture and no money.

Wow. An absolutely horrible situation, 3 out of the 7 Ashley's reps I spoke to have hung up on my face (and although I had every right to be I haven't said 1 rude word to justify them doing this). You have absolutely by far the worst quality furniture and the worst customer service. SCAM SCAM SCAM - SHAME ON YOU!! This is going on over 2 months already!!!

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Buyer Beware
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DOVER, DELAWARE -- I have never received such poor, dishonest, and deplorable customer service from any business as I have from Ashley Furniture. I ordered several pieces of furniture for my new home. On the day of delivery my furniture did not show up until after 9 o'clock at night, after having to wait around all day. I was not living in my home yet, it was dark, and I was exhausted. I saw that the furniture was delivered and signed off on the delivery. A few days later I went to move the dresser from where the movers had placed it. I noticed that the entire corner was missing. Not only was the corner missing, it had been covered up with matching stain. I was appalled that the dresser they had delivered to me was known to be damaged and attempted to be "fixed". I paid for a new dresser, not a used refurbished one. I called the Dover store, talked to the manager John, and he said that it would be no problem to get a new dresser. This was over 3 weeks ago. Since then I have talked to every customer service rep, the warehouse, and corporate. All of which made the promise to call me back with information. I have yet to receive a call from anyone. After being passed off from department to department for several weeks the verdict was that I waited to long to make the complaint. Despite several customer service representatives, whom I sent pictures to, said that I was clearly not to blame and that I should get a new dresser, they refuse to right their wrong. I explained that I did not want anything for free, simply what I paid for. Ashley Furniture is a horrible excuse for a business. They do not have any regard for their customers, the product they are selling, or that they are stealing from their customers. I will continue to contact and explore every avenue to ensure that NO ONE has the same degrading, awful, frustrating experience that I have had to endure. Ashley Furniture should be ashamed of the way they conduct business. I would urge anyone to steer clear of this business, as they are criminals.

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Stay away!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PALMDALE, CALIFORNIA -- I spent over $1,800 on a mattress, box spring, and frame on 12/20/21 and got subpar merchandise that broke after only 3 days! In person, their technicians would tell me it was a manufacturer's defect but customer service would tell me otherwise and say nothing could be done (no repairs/replacements).

Their salespeople are pushy and dishonest. I was told I couldn't just purchase one item (mattress), that all three HAD to be purchased as a package or it'd void the warranty...why then was the broken furniture not covered under the warranty after only 3 days of delivery??? For months, I called and all I got was “we'll call you.”

Luckily, I found Facebook group "AF Home Store Complaints Issues Advocacy And Resources LLC" and got help. Ashley is actually communicating with me now and a resolution is currently in the works. *fingers crossed* Maybe I should have been thankful I got all this at a bargain...almost half off per the salesperson...What a great deal for crappy furniture!!!

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Shop Elsewhere!! Save Yourself the Heartache!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENWOOD, INDIANA -- The absolute worst experience I have ever had with buying anything! So disappointed and still have no furniture. Our orders - yes, two of them, were placed on 11/9/14 and today - 1/13/15 I still have no living room furniture and the issue with our mattress/base has not been resolved. Ashley didn't have a problem cashing or taking the cashier's check for payment immediately. The people who have answers and can get things done never call back and make empty promises. No one has consistent information or can give us a true timeline. We get nothing but lies and delays, more of them every day.

We ordered a mattress and adjustable base. They scheduled delivery for a Saturday, my husband took the day off of his commissioned job on the busiest day of the week. Only to have them never call back or show up. After multiple phone calls to the warehouse, customer service and the store, and a trip back to the store - we did end up with delivery around 6 pm that day, only to get the wrong mattress! Ultra FIRM as opposed to the ultra PLUSH we ordered.

Long story short, we ended up sleeping on what felt like a board for a full week before we ended up going into the store and taking a FLOOR MODEL just so we could alleviate the unbelievable back and neck pain my husband and I were experiencing by this time. Still, we do not have the updated invoice or information for this transaction. Though customer service calls at least once a week to deliver the mattress and base that they brought now 6 weeks ago. The wrong mattress by the way.

Every time they call I ask for the status of our living room furniture. And every time they check I get a different ready or estimated date. I've been told every time that most pieces are in stock, but one or two were not in yet. I've been given no less than 6 different estimated delivery dates. Then on 1/6 I received another call to schedule delivery of our wrong mattress. When I asked them to check on our sectional again, and the lady said "well it is all ready to be scheduled, let's schedule for 1/13/15." Skeptically, I agreed. I received an automated confirmation call on 1/9/15 confirming delivery for 1/13 at 12:30. Then it came.

They call on 1/12 to let me know that they would be delivering everything except for the end piece with the left arm. This is a sectional! I do not want part of it, it does me no good. Yet another trip to the store… for the manager to assure us that it will be unloaded and it will arrive with the rest of the pieces. That he will confirm this and then call us first thing in the morning, prior to delivery. So here we are, still waiting, not really expecting a phone call at 10 am.

I am so over this, and now just thinking that every time I look at this furniture, I am going to think about nothing but all the headache it has been to get it. I am disgusted and feel like I have been taken advantage of in the worst way. We were promised that these pieces were made to order - all at the same time so they would be made from the same leather and stitching, etc. Clearly a lie. We were told our delivery should be around 12/8 "but we will put 12/23 on the paperwork just to be safe and make sure you get it before Christmas". We were told so many things, all lies. Spent several thousand dollars. For nothing. And still no furniture.

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Worst Buying Experience Ever!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- If you call Ashley's corporate number you will hear… The cornerstone of Ashley… "We strive to give our very best to retailers, to give exceptional customer service, to offer quality and value, and give quick deliveries." HA! What a lie! I experienced absolutely NONE of those things in my buying experience at Ashley Furniture store.

Aug 20 - I spent $2800 buying a bedroom set, sofa and matching chair. My salesperson was nice. My furniture was set for delivery on Sept 4. Sept 4 - I received the wrong color sofa and chair. The delivery guys took it back. My nightstand and dresser both had big scratches in them and the bed foot board had the corner bashed up so much raw wood was showing. I took pictures and headed to the store to show them the damages. My salesperson looked at them then handed me a brochure with a customer service number on the back and told me they didn't handle this stuff in the store that I needed to call that number and they would take care of everything.

Sept 5 - I received a call from a man saying he was the store manager and he wanted to clarify the color of green I wanted in my sofa and chair. I tell him the color should be cream NOT green. Sept 6 - My salesperson calls me saying he doesn't understand what color green I mean… I say C.R.E.A.M not green. Cream! I admit at this point I'm losing my patience and I call the store to speak with the store manager. He tells me he's been doing this 26 years and this kind of thing happens all the time and their furniture repair people can "work magic" in fixing the damaged items and I should just accept this is how it is on the sofa mix up.

I leave work, drive to the store, and this guy says "there is no pleasing you" when I tell him he needs to fix this or give my money back and proceeds to cancelling everything in the system. Turns out though, he is the Sales Manager NOT the Store Manager. She remembered me from the day I bought everything and says if I give her a chance she will make everything right. She gave me her number and said to call her if there are any problems. I agreed to give her and Ashley's a chance. In hindsight, not my smartest decision. We clarify the numbers for the cream sofa set with a delivery date of Sept 20. The repair person is still set for Sept. 27.

Sept. 18 - I received a phone call saying there is a problem with the manufacturer and my sofa set won't be here until Oct 1 but that they will deliver it to me the next day. I call ** the store manager. It seems we are back to too bad, so sad again. She tells me I have three options - 1) she says I can come in and pick out another set but I need to make sure it's in the system otherwise it will probably take just as long for delivery as the original one I ordered, 2) If I really like the cream set I can just wait for that one, or 3) I can come in and get my money back. Not quite what I would call the let me make this right options.

Today, Sept 27 - My repairman shows up, looks at my furniture and says there is nothing he do to fix it. I quote, "It's a matte finish, matte finishes have scratches. It's the packing it sent that scratches it. I can put a gloss finish on it" and "I have let them know I can't fix it and they will order you another dresser and nightstand." Huh? Who believes I'll see that before the second coming of Christ??? Not me!!

I called Ashley Corporate office and spoke with a man there who is going to pass this along to the representative that services the Ashley store at Decatur and 215. He says they're privately owned… or franchised I would call it, either way they are representing Ashley's name! I called the local customer service number. The girls there are sweet as can be but it doesn't seem like there is much they can do since they only handle repairs and deliveries but she, too, is supposed to call me back.

In the meantime. Hello Better Business Bureau where I posted a review. Hello Social Media and every review site I can find where I have or will be posting reviews until this is resolved. Hello to every single person I meet for the rest of my life who even hints they may be looking at or shopping for furniture. I will tell them DO NOT SHOP AT ASHLEY! EVER! They will nice until they get your money and then you don't exist for them.

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Bait and switch
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- Salesman Greg Hulse did a bait and switch and refuse to admit it
We spend 3 hours in their store just because we had to wait so long
for the salesman to help us.
We picked a gray color couch
But the salesman sold us a brown couch
They delivered it late at night instead of the time schedule 2 to 6 pm
My son accepted it not sure of the color with the lighting in the house.
The salesman told us to call the tech department to schedule a pickup
But they refused to because they said that was the couch ordered
It turns out that the salesman did a Bait and switch on us
We picked a gray couch. The model was displayed on the floor but now
they replaced that
model with the model they sold to us
(Brown couch)
Now they refused to fix their mistake.

.

List of dates and contacts after delivery
Every time I called, I have to wait over 30 minutes plus
9/26/19 I called customer service and waited for 45 minutes before speaking to someone. I finally got to speak to the manager mr Santez about the issues (he said he will be out for two days but manager Mark or Matthew Smith will call me( neither of them ever called me back to take care of the matter)
9/30/19 I called customer service again and spoke to Miss Dilina (she said she will have the manager get back to me, never did)
10/2/19 call again and spoke to Miss crystal (she said do worry, she will take care of it. She transferred me to Mr. Eric. He said he will talk to the manager and get back to me. He did, said they have to get technician to come and pick up the couch). But they never call me back with the date and time.
10/5/19 I call customer service again and spoke to Angelica to get the date and time of the pickup. But she transferred me to the Miramar store where I purchased the couch and I spoke to my salesmen Mr. Greg Hulse who said they cannot contact the technician from in store that I must contact the customer service again. After spending hours back and forth, Greg give me the number for the technician/ warranty, I spoke to Mr. JR who refused to schedule a technician. He said they can only schedule a tech if the couch is broken not because I got the wrong color. So I call Mr. Greg Hulse again and he said he will talk to his manager and get back to me, he never did.
10/5/19, again I call customer service and spoke to Miss Beverley, who said she will talk to the manager. She said she spoke to manager Mr. Matthew Smith and they will create a credit invoice but will have to send it to headquarter for approval 5 to 7 days.
10/10/19, called again for a follow up but no updated info.

After reading all the complaints and reviews about this company, I realized there are no hope and I m just wasting lots of days/ hours of my time.
Please help the people of this country from being cheated by these crooks, scammers, cheaters.

Replies
Extremely Bad Customer Service With Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FAIRFAX, VIRGINIA -- Ordered couch and TV stand to be delivered. Dispatcher gave me a date and time frame. I said I was moving that day and she said I would get a 30 min heads up before they got to my new place for final directions then they would wait for 30 min then leave if no one was there. On day of delivery, as I was driving to my new apt I got call from dispatcher that drivers were at the new address. I said "what happened to the 30 min heads up?" She said that wasn't guaranteed. I told her I was 10-12 min away and would be there well within the 30 min window. I called dispatcher back when I got there and she said the drivers were "outside the front door."

This is a large complex, locked security door, so I went outside to see where they were. I saw no truck so I called the front office and asked them to look for a delivery truck... there are several doors around the buildings... I had no idea where they were. I called the dispatcher back and told her I was outside on the sidewalk but didn't see any trucks. One of the property managers found me outside and said she saw no trucks from the front office door. I then get a call from the dispatcher that the drivers left. WE couldn't believe it! The property manager and I were both outside!

I am 60 yr old with severe psoriatic arthritis. I can't walk fast, let alone run. I had 4 hip surgeries and walk with a limp. This is a big complex with more than one building. I was going as fast as I could but with 2 of us looking for a truck outside we still couldn't find anyone. The drivers would not drive around the buildings to see where we were standing by a delivery door. I told the dispatcher that they left before the 30 min. She said they called me at 1139 and left at 1202.... clearly less than 30 min, in addition to not giving me the 30 min heads up before they arrived at the apt. I was stunned that they left.

Dispatcher told me I would be charged 100.00 for re-scanning fee and I couldn't reschedule until the following week. My daughter (does not live near me) was also upset. She knew that I could not sit on the floor for a week... I had sold most of my furniture to get new things for my new place so I didn't even have a kitchen table and chairs. After spending more than 3 hours on the phone she had arranged to have my furniture delivered that weekend. I understand that deliveries are on a schedule. But they did not give me the agreed upon time frame windows and they left after I told them and the dispatcher repeatedly that I was standing outside... All they had to do was drive around 2 buildings to see where we were but instead, they chose to drive away from the delivery site and not do their job...

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Ashley Furniture Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 228 ratings and
675 reviews & complaints.
Contact Information:
Ashley Furniture
One Ashley Way
Arcadia, WI 54512
608-323-3377 (ph)
www.ashleyfurniture.com
customerservice@ashleyfurniture.com
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