LAKELAND, FLORIDA -- Purchased a high end leather sectional in September. The unit was delivered approximately 10 days later and the sofa was damaged. We did not accept delivery of the sofa. Customer service sent a second sofa out about one week later. That sofa was also damaged, we did not accept delivery. A third sofa was sent for delivery on 14 Oct and that sofa had a hole in the leather.
We immediately called customer service again, and they have promised another delivery. My point is that we purchased new furniture and Ashley keeps sending out damaged furniture. One would think that there would be some sort of quality control within their system. If you purchase furniture from Ashley, I would recommend that you inspect it upon delivery. It should not take over a month to receive furniture you pay over $4,000 for.
PASADENA, TEXAS -- I bought 3k of furniture (2 loveseats a recliner) for just my wife and myself. After 18 months, the back and armrest of a loveseat started to peel badly. We switched to the unused loveseat and called customer service. We were told "sorry out of warranty". After many complaints and referring to go to a local news media for help, the store offered to do repairs at no charge.
During this time the other loveseat started peeling the same way.This started January 2015... This is now October 2015 and this what I still have to deal with. STAY FROM THIS COMPANY AND THIS PRODUCT LINE. NOTE I just noticed that the unused recliner now shows signs of peeling with very little use 5% or less.
HOUSTON, TEXAS -- I purchased a desk from Ashley 7/15/15. See sales order **. 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.
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.
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!!!
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.
GLEN COVE, NEW YORK -- My husband and I purchased a firm Stearns and Foster Mattress from Ashley Furniture at the Glen Cove location in NY. Three months later, I am sinking into my mattress. They sent out a "tech" to take a look at the mattress and I saw the report he wrote. The mattress was sinking. Now, Ashley claims he reported nothing wrong with the mattress and everything is fine. They refuse to replace my mattress. I paid over $1000 for this item and I am completely dissatisfied. They are refusing to take any action.
Please be advised never buy anything from Ashley. Their customer service is **. They are only kind to you when you're purchasing items and the moment they sell the item to you, they are nasty and do not want to help you! Do not buy from them! They are frauds!
JONESBORO, ARKANSAS -- We recently purchased a tempur-pedic mattress from Ashley Furniture in Jonesboro after looking at several stores around town. We thought we picked out a mattress that was more expensive but worth the extra $ for comfort and longevity as we had our previous mattress for more than 15 years. They told us a memory foam mattress takes a few days to get adjusted to as it is a little different than an inner springs mattress but once we adjusted we would love it. Well, in our fatigue of looking at many stores we neglected to ask about their return policy on the mattress if it didn't work out.
After sleeping on the mattress for 2 weeks and still not adjusting I was ready to exchange and get a different mattress. The store does not really have a return policy on mattress (I don't think) but we contacted our sales person and he had the store manager to contact us.
Brad the store manager was very gracious and allowed us to exchange the mattress (in the middle of the craziness of the store moving locations) and even pick out an additional piece of furniture to make up the difference in the cost of the less expensive mattress. I am grateful for his attitude of "we just want you to be happy with your purchase" and "we want to make it right with you!" Great customer service!! I am sleeping better on our 2nd choice of mattress and love the additional piece of furniture.