After owning Ashley #5780252 recliner and half the footrest is starting to bend, material wrinkling bad. Talked to the people at ASHLEY Furniture. They wanted pictures and invoices. After they looked things over I got a e-mail saying I need to take it up with the company I bought the chair from. Nice way to stand by your products, BUYER BEWARE.
HOUSTON, TEXAS -- I purchased a bunch of stuff at May 14th, including a sofa, a table set and a rug, from Ashley Furniture Homestore (4500 San Felipe St, Houston, TX). It's been nearly half a year I still haven't got my rug! All things I bought had different delivery method and date. I should have been warned and stopped my business with them when their salespeople even couldn't settle right deliver method for the sofa.
I called to try to figure out where my rug is for the first time around 7/4, and was told that the order was shipped on 6/20 and would take four to five weeks to arrive. The customer service's person verified the delivery method and address: directly ship to my apartment. Then I called again at the beginning of Aug as it was not delivered. They repeatedly told me the ship date and said they did not have any tracking information. That was unbelievable to me, how could they not have tracking info? That time the customer services assured me the rug would be deliver to my apartment soon. I was told to wait.
After long long wait I called another five or six times. No one knew where the order was and they insisted that it was delivered. They started lie to me saying it was delivered but they didn't have tracking info. Once the customer service directly hung up on me without letting me finish my sentence. I verified delivery method and address with them each time and everything was correct.
The last call was made on 9/15. Finally, they figured out the rug was delivered to the store instead of my address. I called them so many times they kept telling me it would ship to my address but then they said they made mistakes so many times, it was already at their store! I asked for re-shipping to my address and was refused with the reason "do not have the responsibility to ship third-vendor products". Their services are just so rude.
I file a complaint and they just deceived again telling me they already delivered it to me and if I didn't get it, it was the Express Company's responsibility. They want me file a claim with the Express Company. I cannot believe they played cheap trick to get off from their responsibility.
SPOKANE, WASHINGTON -- My husband and I purchased a bedroom suite from Ashley Furniture in July 2016. We had to pay the full price upfront, even though delivery was expected to take 6-12 weeks. We were thrilled when delivery was scheduled for mid-August, ahead of schedule. Unfortunately, half of the pieces were defective. The latch on the dresser did not work and the backboards on one night table and one drawer chest were bashed in. The nightstand was taken back to the factory and we were told that a furniture repair person would fix the other two items.
The weeks rolled by and we never heard back from our salesperson, Megan, nor from the manager, James, who was just a "good 'ol boy." I called on a weekly basis, was told that they would call me back and let me know the schedule, but never, ever, ever did call back. I kept calling for weeks and heard excuse after excuse for why they didn't call back. No one should be lied to in this manner. It was blatant! They're quick to take your money, but do not treat you like a human being once the deal is closed. I will never buy furniture from them again.
I finally contacted the main office, spoke to Lyric (who was sympathetic and extremely helpful) and we coordinated a delivery time for the nightstand and scheduled the repair person from Dad's Furniture (an extremely professional and competent company). By mid-October, our furniture suite was complete, no thanks to Megan, James, or anyone else at the furniture store in Spokane.
Forewarned is forearmed. It's very sad that customer service rarely exists. On the other hand, we've had wonderful experiences with Koerner and Runge furniture stores. Needless to say, to this date, we've not heard back from Megan or James. Never received an apology or valid explanation.
NORMAN, OKLAHOMA -- What do you get when you purchase an item that is damaged before it arrives at your home? If you purchase from Ashley Home Furniture in Norman, OK, the answer is frustration, aggravation, and lack of resolution. I purchased a dining set and living room sectional in October 2016. The sectional was special ordered and when it arrived in early November the right arm was damaged. The delivery personnel noted the damage at the time of delivery and assured me that the store would be reordering the chaise portion immediately.
We were contacted by a representative the next day who asked us to text her pictures (we did) and then received radio silence. After over a week of no contact from Ashley I called and was asked to retext the images. I did. Once again, there was no response from the company. On November 22, I contacted Ashley for the 3rd time. The person who answered told me customer service reps were not allowed to text with customers. I emailed images at that time, remaining on the telephone line until he confirmed his receipt of them.
On December 15, I called because I still had not received a response from the company. I was connected to the representative I spoke to on November 22 who told me that he had not heard back from anyone about what to do. When I expressed dissatisfaction at the idea of waiting 4-6 week for them to reorder the chaise portion of the sectional when that amount of time has already elapsed, I was assured that a manager would contact me the next day. I heard nothing.
I purchased furniture which was delivered damaged. I also purchased insurance to cover accidental damage that might occur in the course of normal wear and tear. Neither the warranty or the store's customer satisfaction guarantee are worth anything. If you are looking to make a major furniture purchase, I highly recommend shopping elsewhere. The stress and aggravation of working with Ashley Home Furniture overshadows any pleasure that an undamaged product may offer.
CORDOVA, TENNESSEE -- After delivery I contacted customer service number to have service person come for sofa filling. The person I spoke with was not giving me a clear response to my question regarding time needed for service to be completed. After three times I repeated my concern I finally got an answer with clarity. I said "thank you" and she slammed phone on me. I've purchased three sofas and two recliners in the last nine years and this is the customer service I get.
I made two more phone calls to headquarters to respond to such terrible customer service and I was told someone in management would call. No one ever did. This will be my last Ashley purchase resulting from the worst customer service imaginable.
WISCONSIN -- This company is terrible. I bought a $2,000 sectional (yes, $2k, not the $500 cheap one). It arrived damaged, and it took 3 service calls for them to fix it as well as 15+ phone calls of them moving the appointment, confirming, etc. Yes, they eventually fixed it, but that was 12 hours of leave from work that I had to miss.
Their customer service number people are rude. If you have to call them for service, I highly recommend also signing up for meditation, a therapist, or getting on Xanax. Their sales staff are nice people, I'll give them that. On the other hand, I know a used car salesman that would love to be your friend... My advice, buy from somewhere else. If you buy from them, don't forget that small claims court is a very easy process...
EDGEWATER, NEW JERSEY -- Purchased an office table for $1000 and a platinum coverage for the same. Just 2 months prior to the expiry of warranty period one of the legs cracked and the table became unstable. We raised a claim and were promised that a new leg would be replaced and that we will be contacted soon.
It was just few days before the the warranty would expire and no one contacted us. When called back to check status, we were told that this damage is not covered and only scratches are covered under protection. Why would someone pay a premium coverage fee just to protect the furniture from scratches? We are still trying to get someone talk to us and they just put us on hold. I am sure this is a trick to buy time and make sure the warranty expires. Stay away from Ashley. Totally unprofessional.
SUNRISE, FLORIDA -- We had purchased a Reclining Sofa with a matching recliner at the end of September. I have been trying to get them out to our house since January to look at. The recliner has no foam. When you sit in you sink down about 6 inches and the right armrest has about 1 inch of foam in it while the left side has about 3 inches of foam in it. After taking the pictures that you have to take and getting someone to schedule a Saturday appointment, the service tech came out and said "Looks like a manufacturing defect." He then called it in.
The rude lady on the other end says that it's own fault from "use" and denied our claim. So why buy an extended warranty? I am sorry if by "using" your crappy furniture we found the defects that you won't fix. This is not over... STAY AWAY FROM ASHLEY FURNITURE.
COLONIAL HEIGHTS, VIRGINIA -- We bought a Mattress that was supposed to be Firm because Hubby and I both suffer from back problems. We tried at the store and it was firm. 3 Months later the mattress is no longer firm and it's dented in several places. I have called them and they send a technician out to inspect the mattress then I never heard from them again. I have called multiple times and I get the "let me look into the account" then nothing else. It's been 4 months since the technician came out and have not yet been able to resolve the problem. I am very frustrated and disappointed. I will never recommend any of Ashley's products since they don't care about the customer.