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.
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.
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.