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.
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.
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.
JACKSONVILLE, FLORIDA -- So, we bought a patio seating set at the Blanding Store. After trying the other sets which had inferior cushions, we settled on the largest set in the showroom having the best cushions. After we got home we did a measurement and found the set was too large. We wanted to thin the order down by two of the modular pieces but were told they couldn't because of the shipping box configurations. Our next option was to cancel the order to which they agreed, but only with a store credit... no refund!
We tried to work around that by trying to select other patio furniture and perhaps also getting a patio table set, but the end result was to always end up paying more money, ultimately for furniture we didn't want. Our only recourse was to maintain the initial order and sell the left over pieces at a loss. This was preferable to us rather than spending more money for furniture we didn't want. Don't forget the insist on a delivery charge of $199 and warranty of $169. We won't ever return there nor recommend anyone to shop there. Buyer beware.
LAKE GROVE, NEW YORK -- We purchased a dresser from Ashley Furniture. It was delivered in June 2017. The delivery guy rushed us through acceptance. After he left I went to put clothes in the dresser and one of the drawers fell out (bracket and all). It appears that the dresser had previously been repaired before they delivered it to us. We called Ashley customer service immediately. Followed up and detailed letter with photos. Lots of phone calls but no resolution. They will not return our calls. Now we are stuck with this piece of crap. If you are smart just walk out of the Ashley store. The quality stinks and the service sucks.
HUMBLE, TEXAS -- On 3/28/2017 I purchased almost $10,000 worth of furniture for delivery 22 days later on 4/20/17. Three days before delivery I received a call from the sales person stating that the full mattress I ordered is no longer in stock and could I come in and select another one that is guaranteed to be in stock. Frustration began to set in because they waited three days before delivery to notify me that the mattress was no longer in stock. I went back to the store on 4/19/2017 (day before delivery) and selected and paid for another mattress that I was guaranteed, was in stock and guaranteed that the mattress would be delivered on 4/20/2017 with the rest of my furniture.
The mattress did not arrive with the rest of my furniture. I called my sales person with my complaint. The sales person said that was no problem that she could handle that and would call me right back. Meanwhile, the delivery person put me on the phone with the warehouse clerk. The warehouse clerk couldn't solve the problem so she transferred me to the store supervisor and he said it was out of his hands.
Meanwhile I was still waiting on the sales clerk to call me back. So, I called the sales clerk and it was nothing she could do either. So, I had to go back to the store to cancel the mattress order. Today, 4/21/2017 I trying to find me a mattress. I would not recommend anyone visit this store and surely not purchasing nothing from them. If you want to be frustrated...go to the Ashley Furniture Store in Humble, Texas.
FT. MYERS, FLORIDA -- We were assigned a salesman Bo. He was so patient and accommodating. He felt like a trusted friend shortly after being introduced. We went over several pricing options and he stayed with us a long time while we were going back and forth trying to mix colors and design our ideal great room. The furniture appears to be high quality and we were also given free delivery next day - super bowl Sunday - and 48 months no interest financing! Bo even said he would call today after furniture is delivered just to check everything went well. Bo will definitely be a reason I seek Ashley next time for another purchase versus another no care furniture store.
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.
SHILOH, ILLINOIS -- These people are absolutely horrible and incompetent. We ordered a leather sectional that was the exact same model as the one in the store and after ONE MONTH they finally deliver the WRONG one. How do you get the order wrong when the one we order is right in front of them? To top that off they want us to wait another month to get a replacement. When asked for a refund they say that it will cost US 10% for their mess up. How do these people stay in business with such terrible customer service?