ORANGE PARK, FLORIDA -- My wife and I ventured into the Ashley store in Orange Park on Sunday, 27 Dec 2015. We met the back stock man named Jeff, who showed us the beds. Jeff was eager to assist, friendly, courteous, and seemed to know the beds. Jeff had me fill out my address and phone number on a piece of paper. Jeff gave us some figures and we seemed to working towards a deal. Jeff then wrote up everything and handed it to Chelsea who talked about payment options.
After we paid for the bed, $6835.62, then we were handed paperwork to sign. After the payment in full was completed, then the actual paperwork which had all the details was handed to us. Later that day, we looked at other beds, founds a better deal and wanted to cancel our deal with Ashley. Unfortunately Ashley didn't answer the call that day, so we decided to call back first thing in the morning.
Called at opening and stated we wanted to cancel to be told "ALL SALES ARE FINAL", this was the first we heard that. Called and talked to Willie, the store manager and he stated the same thing. He did claim that if I brought in an invoice from the competition, he would refund us the difference.
I apologize for not reading the paperwork before purchasing the bed, but no paperwork was offered until after we paid for it in full, in my eyes is not good business. At no time was full disclosure of "All Sales are Final" brought into any of the conversations with anyone at the store to include the manager at the time of purchase. This appears to be a shady business run by shady sales people who do not have the best interest of the individual but rather themselves and/or quotas.
I feel like my wife and I were deceived, taken advantage of and swindled, I even told that to the manager Willie to where his reply was "How can I make this better without canceling this order or giving you your money back." I am a professional who believes in full disclosure, Ashley's competition apparently also believes in full disclosure, but Ashley will do anything to separate you from your money. I wanted to formally complain about this knowing that there is a good chance that nothing will be done to correct.
After talking to Ashley Corporate in Arcadia, WI., they agreed with me that professionalism is what they strive for, they also agreed that full disclosure is written into their policies but stated that Orange Park was an independent company and they do not have any control over them. At least that made me feel better towards Ashley on a national level.
Unfortunately, I live in Orange Park, Fl. In doing some research, I found the Jacksonville Corporate office and called. I talked to a nice woman who stated the same thing that the Ashley corporate office stated that no disclosure is not the way they do business. She referred me to this email address and encouraged me to lodge my complaint.
I know I am only a simple man who works 5-6 days a week for the military. My wife also works locally, been in the area for almost 30 years. I believe in full disclosure. In fact my job demands it. I have never purposely tried to swindle anyone but feel like that is what has happened to my wife and me. This was my first time ever visiting Ashley's Furniture and because of the treatment received, will be my last.
I do occasionally (monthly) publish articles for the base paper and plan on writing about my negative experience and how we were treated. My wife is a social media expert and she plans to do the same thing online. I think in full disclosure, I will express my thoughts of Ashley Furniture for all the military, federal agencies and contractors locally to see. This is not my style, I would rather have an apology for being mislead (full disclosure) have my order cancelled and offer me a full refund.
GREENSBORO, NORTH CAROLINA -- Just purchased over $6000 of product on my son's bedroom suite and our bed. Our Son's furniture was not correct when it finally arrived and we sent back. Saleslady (Angela) on first day we were there was very slick and told us what we wanted to hear. "You have 90 days to bring back" on a TEMPUR-PEDIC and moving base. We purchased and gave it 2 weeks and figured out that for sure we could not sleep on it at all. Called Ashley back they said, "Well give it 2 more weeks and let's see if you get use to it." So we did, still can't sleep on it. So we went in to the Ashley store. Then they tell us the $1500 base is not refundable!
So after I almost ripped their head off for not telling me that when I purchased it we picked out a regular mattress that we both liked that was cheaper, ($1200) then they told us that the exchange had to be at the same price! Then we were very ticked off so talked to a manager (Nicholas **). He was no help at all, told us however we could pick whatever out and he would exchange, costing us $300 to exchange the $2600 mattress! We agreed and waited until the day before the delivery date and called to find out that no order was made to deliver anything!
My wife and I both got on different phones and both called at the same time. She was told that our son's bedroom suite was now cheaper than we paid. (We were also told while signing financing papers that we could call and get sale price within the first 30 days!) The lady on the phone gave the call to someone else that explained that because we financed we could not get the sales price! Would they really give us a sale price after purchase if we bought in cash? So do they give cash back to a customer when they have a sale on the same item they just purchased days before? I doubt it.
My call was the 2nd call in the same day talked to the same guy (John) that told me he would find out and call back, waited 7 hours and called again and then he says he will get the manager to call me. So no new mattress for us just a overpriced sponge on a motorized base that we can't sleep on. Don't be surprised if Ashley Furniture closes in Greensboro. I will do my part in making that happen! If it was legal I would burn the building down!
NAPLES, FLORIDA -- I ordered an entire bedroom set from Ashley/City Furniture, and spent around $2,000 on it, plus $130 for shipping. The sales representative told me if I ordered the storage trundle I don't need to buy a box spring for the mattress. She didn't have the storage trundle, only the trundle bed, but told me it was identical, just with drawers instead of an extra bed, and it ran the length and width of the bed. The day they delivered the set, I noticed several damages on every single piece. I sent everything back. They redelivered the following week, and again, everything was damaged.
The third time I received a dresser the bed was damaged but I had to keep it because we needed a bed, and the nightstand, and chest were damaged, and got sent back. I was told someone would come out to repair the bed the next day. Nobody showed up.
I called, and they told me that no appointment was set, and I would have to wait at least a week. They also damaged my hardwood floors in four different areas, by moving the bed around. I was told they would repair that as well (I'm doubtful). The trundle I had ordered was not what had been described to me... It looked nothing like the one I had seen, and was maybe a quarter of the size it was supposed to be. I had also been lied to about not needing the box spring. The three narrow slat would never be able to hold a mattress, so I sent the trundle back, along with the other pieces, and still had no bed to sleep in.
The fourth time, they sent a box spring but the furniture was damaged so I sent it back. The fifth time, I received a nightstand but the chest was damaged so I sent that back. Today was the sixth delivery, for the chest. It was damaged, I sent it back. The customer service supervisors refuse to discount anything, or even remove the delivery charge for my order. I paid full price for this garbage.
Their only solution was for me to send everything back, and shop somewhere else for furniture. They have been so horrible to me, they will not do anything to fix the problem, they just continue to send me damaged pieces. BIG damages too... I don't understand how nobody notices these things before bringing it to my house! I will never ever use them again!!!
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.
NU, NEW YORK -- My siblings and I purchased the porter bedroom set from Ashley for our mom. When the set arrive we noticed a huge gap from the headboard to the top of the mattress. We pushed it up and the gap was at the bottom. We contacted Ashley and explained the situation. They sent a technician out who also agreed the gap was a bit too big. Mind you we even purchased a warranty. After months of back and forth send pictures I finally gave up with no resolution only because I live out of state. Ashley is the worst all over the states.
GOODLETTSVILLE, TENNESSEE -- We're told they would deliver on Saturdays and after purchase was informed that they only came to our area on Thursday causing us to have to take off from work. We had 2 different dresses both damaged. They schedule 2 delivery dates they did not show up for. Before we were finish with Ashley we had take 5 day off, it had taken 3 months. They didn't do anything for our trouble.
We was offered a $100.00 store credit and the last delivery was on a Saturday. All said and done the furniture cost us 3 times what we had plan, with time off we had taken. We didn't take the store credit. We will never buy there again. If I was going to purchase furniture from a box store again I'll use Rooms To Go. We so far have had good service. Stay away From Ashley Furniture. Read the reviews. They are no good.
CHICO, CALIFORNIA -- I bought a 3-piece bedroom set back in October. I was really excited to buy a bedroom set, since it was my first "grown up" purchase. We spoke to a really nice salesman who answered all our questions and he seemed to be the type who would not screw someone over...we were wrong. We spent almost 3 grand on everything, because we also got a new mattress.
Anyhow - I got the bed and within the first 48 hours of it being in my house, it broke! The place where the railings and the headboard meets completely split, which made it nearly impossible to sleep on. So, I called customer service and they told me that I had to wait until a tech could come and take pictures. I waited about 3 weeks for that to happen. In the meantime I was hardly sleeping because the bed was lop sided and made loud noises whenever I would move. The tech finally came and said they had to re order new railings....another freaking month.
So, the new railings finally came and a month later the bed broke in the EXACT same place. I called Ashley again, and they gave me the same story and said they needed to have a tech come out to take pictures. It took about a month and still no tech, no phone call, no email. So, I went down to the store, and they said that I should talk to the manager. The manager gave me some story about how the particular bed I got had a defect and they corrected the problem, and he assured me that it would not break again. He said that if it did, he would let me pick out a new bed set. I, stupidly, believed him. BIG MISTAKE.
The bed broke for the THIRD time, in the SAME spot. I immediately called Ashley, and they said they needed to investigate it further and then hung up on me. I called the store everyday for a week and each time they would hang up on me or put me on hold. I finally went down to the store, and the manager who told me I would get a new bed set was there, but said he was just about to leave and that he would call me back later that week. That did not happen.
I waited another week. Still, no phone calls no phone calls returned. So, I went back down there. The secretary got the VP on the phone and he said he would call me and get this figured out. He called me the next day, and told me it was MY fault that bed broke and the warranty does not cover that. He was condescending, rude, and full of crap.
So now I am sleeping on a bed that is broken... I hate them. I will never ever buy anything from Ashley Furniture again. They do not stand by their product, and put the blame on the consumer. I have wasted so much time and energy on them, and have gotten nowhere. Please stay away from Ashley!
PARAMUS, NEW JERSEY -- I don't even know where to begin with this nutjob they call a company... When looking for furniture with my boyfriend, out of all our options, Ashley in Paramus, NJ 'appeared' to be the friendliest company as well as where we were getting the 'better' deal. Worst Purchase Ever! We decided to buy a California King Bed Frame as well as a Memory Foam Mattress in June 2013.
Neither one of us was able to be there day of delivery (we had to ask family to be at our home to accept it for us). I really wish we would have been there ourselves because when we got home, not only were the wooden legs of our frame bending, but our mattress had a large horizontal dent from one end to the other!!!
Thinking that the dent was possibly from it being bent while in the delivery truck, we decided to let time pass to see if the dent would fluff back… and it never did! It is now about a month and a half after the delivery and the dent is still there, as well as the legs from the frame bending in.
After speaking with the Extremely Rude Customer Care Reps in Edison, NJ, they asked if we had the bed sitting on a hardwood floor, and we stated that it was. So their expert advice was for us to purchase a rug so that the wooden legs did not shift. Are You Serious?! That's really the best that you can do? How about you give us a rug free of charge so that we can fix your mistakes for you!!!
As far as the mattress is concerned, we scheduled for a technician (Dave) to come by our house to inspect it. We were told that the time frame of his arrival would be between the hours of 3:30-5:30 PM. After calling him ourselves Twice, he then proceeded to call us to tell us he was running late. At this point it was 6:30 PM. He did not show until 7:30 PM. He stayed for 5 minutes and suggested that we allow even more time to pass to allow for the mattress to "fluff back up." You've got to be kidding me!
On their website, they mention that "In less than 10 years, Ashley Furniture HomeStores has become the No. 1 selling furniture store brand in the world and the No. 1 retailer of furniture and bedding..." This must be because their product is so overpriced/marked up and they do not accept returns of any product that is financed... so you're basically stuck with it.
High sales do not always define great product. Their high sales are due to persuasive, manipulative sales associates who sucker you into buying their crappy product. Thanks!!! All in all, if you're a fan of extremely poor product on top of horrible customer service who do not give a ** about satisfying their customers, then Ashley is the perfect place for you. =D
FRANKLIN, WISCONSIN -- It all began when we decided to buy two 14-piece sets from Ashley in Franklin. We thought we hit the jackpot so to speak. The couch and loveseat were exactly what we were looking for and we found matching tables rugs and lamps to go with it. We also decided to get a new bed room set which we weren't crazy about but it would do. In the bedroom set package, you were also allowed to pick out a mattress and box spring. I sat and lied down on the Ashley Sleep Tempur-Pedic style mattress and loved how it felt. It was soft and very comfortable. So with throwing down a little more cash we decided to upgrade to that mattress.
After everything was picked out we paid and set up delivery. About two weeks later our furniture was delivered. The delivery guys did not speak good English and they were not very helpful and pretty much threw our items in our house. Our coffee table was damaged and our black head broad was scratched very discolored. They took our coffee tables back but did not want to deal with headboard because they had just put the whole bedroom set together and directed us to customer service.
After sleeping on the Ashley Sleep Mattress I found it to be very uncomfortable and hard as a rock. It felt nothing like what was on the showroom floor. We contacted customer service and they said they would send out a "Tech" to look at the furniture. When the Tech came out he took pictures of the headboard and confirmed it was damaged. He also felt the mattress and said "Well it feels soft to me". I asked him if he knew what the one on the showroom floor feels like and he replied with "I don't work for Ashley, I am just a middle man so I wouldn't know what the mattress feels like in the store."
After he left I felt kind of upset and decided to take my concern to the Franklin Store. The salesmen there said that they don't have a sleep guarantee however they will swap out the mattress for a new one. So that was about the only POSITIVE thing that has happened so far. I picked out a new mattress, a pillow top and thought I should give it a try, I also had to pay a 100 dollars more to cover the difference. The store was very fast about setting up delivery. The new mattress came two days later. WITH A HOLE and frayed seams all over it. It was the worse mattress I have ever seen. VERY poor quality.
I told the delivery men to take it back I didn't want a brand new mattress that was damaged. And they told me that I WOULD NOT HAVE A BED TO SLEEP IN because they already took my old mattress into their truck. I was furious. Their customer service was pathetic and they pretty much blamed me for the damaged items. After I demanded them to bring my old mattress back in they said "have a nice day" and slammed the door. I contacted Ashley right away and while the delivery people were still in the driveway I walked outside while on the phone with customer service and wanted to ask the drivers some questions.
They tossed a receipt out of their window and drove off all while I was on the phone. I was so mad I went back to the Ashley store in Franklin to complain. All this while the salesmen and women all insisted that they NEVER have problems with delivery and furniture. After reading all the reviews, I think they are lying. So, I set up another delivery of a new mattress and It was ordered to be delivered today. I got a stupid delivery window of 8-12. (They never abide by these delivery windows.)
I got a phone call at 6:30 saying that they would be there in a half hour. A half hour comes around and they are at the wrong address. It was very chaotic because the dumb driver wouldn't listen to me and hung up on me not once, but twice. Called customer service and I demanded they refund my delivery charge and they did. So now as I am writing this, I am waiting for them to bring my new mattress. We will see if this one is damaged or not.
DO NOT SHOP AT ASHLEY. IT WAS THE WORST EXPERIENCE EVER. And from what I have been reading I am not the only one who thinks this. The delivery men are very rude and show no customer service skills whatsoever. The salesmen LIE to you and say they never have any issues. Yeah, right. POOR QUALITY, POOR APPEAL, POOR SERVICE. I'm sure a company like this won't last very long.
MESQUITE, TEXAS -- On May 14, 2010, we purchased a complete bedroom suit (which included a queen bed with canopy posters and rails, a dresser, chest, media chest, two nightstands and a bench) along with some den furniture. The bedroom suit was the last to be delivered on July 30, 2010, some 10 weeks after we purchased it. During the intervening time, no one from Ashley called to keep us up-to-date on the delivery problems they were having with these items. The dresser is a large one with 7 good-sized drawers. Of these 7 drawers four were slanted, as if the unit were sagging in the middle. Also, some of them were in crooked so that the drawer face would not close flat against the dresser front.
We immediately called customer service about this and some additional problems with the nightstands and the chest. On August 6th, a tech came out to examine the furniture and was polite and friendly. He said that the dresser would be replaced, the nightstands were missing some parts and the drawers not closing properly on the chest were the result of "the ease with which the sliders work". It took two "replacement" dressers to get an acceptable one (the first replacement had a lot of finish blemishes). The repair parts were ordered (and immediately went on back-order status, but we were not aware of this).
In the meantime we had begun examining the furniture more closely and each piece had multiple issues. Most of these issues were fit and/or finish items. We waited for the parts to arrive and after 2 weeks (on August 20th), we called to check on the part status. This is when we found out that they were on back-order. We decided on August 23rd to make customer service aware of the rest of the problems via a phone call and not to wait for the parts to be installed.
This was followed up on the 24th with an email to customer service about all our problems, including an attachment that gave specific complaints about the late delivery and the bad furniture. We never received a response to either communication. Then on September 16th, we decided to visit the store where we had made our purchase in person to see the customer service representative.
We talked to that person for a long time and left copies of photos of the problems on the furniture as well as copies of the email and the attachment we had sent in. We also requested an immediate call-back from someone higher up in the management chain. On the 17th, after receiving no phone call, we called the store and demanded to speak with someone who might get this situation off dead center. Later on the 17th, we finally received an email from a manager at the store wanting to send another tech out to look things over.
It took a little over a week to get our schedules to match up but September 28th was set for the visit. Nobody showed and we have not had any one call concerning this. We did get a call about the same time telling us that the parts were being shipped to our home. They arrived on the 28th. As I write this on October the 8th, the tech is scheduled to visit today but he will only be dealing with the installation of the parts we received. So, now what?
Here it is the 8th of October, one hundred sixteen days after our purchase (and this purchase represents a lot of money to us) and we are still fighting this crazy fight. If we had known that this purchase was going to be this extended and bizarre, we never would have gone through the doors of Ashley Furniture. As it is, we will never shop there again. Potential buyers: beware. Check other posts about Ashley.