Ashley Furniture

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1.8 out of 5, based on 181 ratings and
641 reviews & complaints.
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Complete Lack of Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BUFORD, GEORGIA -- A few months ago, my wife and I visited the Buford, GA location and talked to ** about the Porter Collection (specifically, we were interested in the bedroom pieces totaling more than $4,000). ** 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 ** and were told he was not there. Another individual, I think his name was ** (but I really am not sure), helped us. Although ** 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, ** 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 ** 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 ** 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. ** 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 HomeStore 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 HomeStore, 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 HomeStore 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 HomeStore'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 HomeStore (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 HomeStore 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.

Ineffective Warranty
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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 worn 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.

"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."

MY RESPONSE TO THEM: " **, 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 Ashley's 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."

Delivery Continues to Be Pushed Back for Months
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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 lo 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.

Ashley Durablend Leather Sofa Start Peeling Within Two Years
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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 it's 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

Kids Furniture Safety Issue - Company Will Not Resolve
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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 herself 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.

Durablend "Leather" Recliner.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRYANT, ARKANSAS -- In March of 2012, I paid around $540 for a recliner from Ashley's Furniture in Bryant. It's covered in Durablend, which like others have stated on this site, the salesperson assured me was better than leather, made more supple and tear resistant. It actually is made of 57% Polyurethane, 26% Poly Cotton, and 17% leather. It is awful; the top layer comes off as thin as tissue paper, so you can't even use a duct tape or mending product to cover the holes.

The company won't stand behind their product and the salesperson I dealt with lied about the chair. Also, since the footrest is spring released, I have to do what my wife calls a "donkey kick" to get it down and locked. I lean back in the seat, put as much force as I can in my legs, then press down until the rest are back in position. However, if I don't kick it backward once I am standing up, it will spring forward and hit me in the knees. Were it not for the exercise and entertainment of it all, I'd say it was about the worst purchase of any kind I've ever made!

Same Old Company with New Name
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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.

Poor Quality Assembly and Service
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Rating: 1/51

HOUSTON, TEXAS -- I purchased a desk from Ashley 7/15/15. See sales order xxxxxxxx. It was to be delivered the 17th. I got a call saying the item was broken and they needed to reschedule. The first date they suggested was not good for me so I waited for them to deliver on 7/24. They showed up and dropped off the desk and cabinet and left. Upon looking at the desk I found it was assembled backwards. Looking further I found more than half of the bolts were loose, one missing, and several of the heavy duty Staples used for attaching shipping material were sticking out instead of removed as they should be. Ashley is lucky I didn't cut my leg open on one of them. I called and they said I would have to wait for a week for them to send out a technician to repair it. He called leaving me a message when it would be convenient for HIM to show up (7 am to 9 am). I do not know if he ever did as I couldn't be there. He did not leave any note saying he had been there or even call. The point of all this is I paid 129.00 for Ashley to assemble and deliver the items. From then on it was as if I was at Ashley's service to be available when it was convenient for them. When I called their customer service representative acted like it was just too bad for me but I would have to just live with her decision. Ashley has acted as if the only people whose time is valuable is theirs.

Horrible Customer Service and They Lie to Sell
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 ** (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. Anyways I wait for 2 weeks and she called me to inform me that I got the credit. By that time I decided to wait.

3 Weeks ago I decided to buy a new living room set (2000.00) and I explained to the salesperson about the credit. He pointed me to the store manager (**) and she just told me that we need to start all over again. She asked me for the paperwork and I asked El Paso store for it and they email me with it. I pass the paperwork to her and she mentioned that will take about 10 days. I went Saturday for it and the 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 paperwork 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 "it 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

No Honor, No Integrity, and Great Disappointment.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 put out 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.

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