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.
ALEXANDRIA, VA -- I purchased furniture at Ashley and scheduled my delivery date. Took the day off work to wait 11-3. At 1130 I get a call that the truck broke down and they would not be delivering today. I asked about rescheduling and they said "Sure" but they couldn't guarantee any delivery time. That means I'd have to take another day off work to see if maybe the truck is working. How does a company like this have ONE truck?! I asked if they could schedule a time for 6-8pm. That way I would not have to miss another day of work. I was told "No. The driver doesn't work after 4." Well they did not work at all today.. Maybe there could be something.
Called customer service where accommodation are made for everyone that took off work today to wait for deliveries that did not arrive. Schedule deliveries from 6-8pm to make up for what did not get delivered today as scheduled. I know where I work, if I don't delivery as planned someone is looking for my contingency plan. Ashley's needs customer service and maybe rent a truck from U-Haul so they can deliver as scheduled. Yes things happen outside of our control. Maybe they need better maintenance plans for their trucks, or a backup plan like renting from U-Haul.
However it seems Ashley's "plan" is to inconvenience the customer and expect them to take more time off to accommodate the store's shortcomings. Since I had the day off and no longer had to wait at home, I went furniture shopping because although Ashley's cannot deliver, or deliver between 6-8pm, I can make returns as late as 9pm. And that is what I'll be doing. I'm cutting my losses with Ashley's. I can't imagine that their customer service gets better and would rather take no more chances with them. I'd suggest if you need furniture, look elsewhere - they have no customer service.
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.
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.
HUNTSVILLE, ALABAMA -- So I purchased a living room group, June of this year. I live alone and I have very few guest. The living room group is a sofa, and loveseat plus accent chair. I usually sit on the loveseat because it is directly in front of my TV. One day I decide to sit on the sofa, this is about a month after I got it. I hear the worst squeaking noise coming from the sofa. I get on the phone to Ashley's customer service. First it takes forever to find my account, then I'm told that no technicians are in my area right now, so when they become available, they would come check it out.
Fast forward to the middle of September. A tech shows up and is not able to do anything about it. He said the sofa needed to be replaced. It is December 11th. Today they said they're sending replacement parts and as soon as the parts come I should call them, they will send a tech as soon as one is available.
Oh yeah the lamps I got were two-sided, only one side works. I asked if they could fix them, I was told that there was a 30-day warranty on those, but I could probably fix it myself with a kit from Lowe's or Home Depot. I will NEVER SPEND ANOTHER DIME WITH ASHLEY FURNITURE!
JACKSONVILLE AIRPORT, FLORIDA -- 12/09/2015 Two fast talking, lying young ladies who hovered like a vulture tricked my daughter into a rental agreement. Who knew Ashley did rentals? The Black Friday 30% discount, nowhere on the paperwork. The 50% off sign on every bed in the store doesn't apply as I ask how does that work. She removes the sign. I said, "You missed the next bed. What about the 20 other 50% signs you missed that don't apply to my purchase?" I asked a different salesperson, the sale is still on.
All sales are final it appears and a 1200.00 bed will cost 8000.00 if you make the 36 payments. The 5 years no interest is a ploy to get you in the store and if you don't know better they will get you good! We all know to pay cash but sometimes good people don't read all the paperwork and it's an expensive lesson. Mom tried to interrupt but daughter wanted to handle it herself, so I walked away while they did the paperwork. Well she got handled alright!! Don't buy Ashley Furniture.
THE VILLAGES, FLORIDA -- The home we bought 3 years ago was furnished totally with Ashley Furniture. One of the drawers on the dresser did not close correctly. We tried to get a new slide for the drawer and was told they do not make repair parts for this series of furniture any longer. If we wanted to try to fix it, we could go to an Ashley Furniture store and look for something compatible and call back to see if they had that part in stock.
The furniture was 3 years old, not 23. I was not trying to get anything exotic to fix - a drawer slide. So, once the furniture is no longer being made you cannot get repair parts for it. And you have to shop from store to store to try to fix it yourself. My husband and I called 3 times and spoke to the same woman every time. Do they only have one person in customer service? We tried emailing and never got any response. There is no service in customer service from Ashley Furniture.
GEORGIA -- Well I purchased the San Marco sectional sofa online. It's a faux leather. Had around 900.00 invested. Was beautiful for around a year. Noticed a small peel in a few places, didn't think much of it. A few months later it was peeling all over. Mostly on one cushion. Called Ashley customer affairs and they said it was over a year, only one year on the fabric. But they did send me a replacement over for one of the cushions. A few months later the other cushion was looking really bad, called back and the sofa had been discontinued so no more replacement parts. So thought about getting it covered and it would cost more than I gave for it to cover.
So 4 years later still using the sofa and the entire sectional. All cushions even the back cushions have completely peeled off. The leather had just rolled off completely. Friend and family call it the zombie couch. It is so ugly and embarrassing. I call Ashley back and explained to them that I had to have gotten a defected sofa, and they pretty much just say "it's been over a year sorry"!!! Will never purchase or recommend Ashley Furniture to anyone ever!!!