EATONTOWN, NEW JERSEY -- Purchased a dining room set. Delivered OK and on time. Delivery people barely unpacked and set up table - had to remove all the Staples and excess cloth on the table and chairs myself. Several weeks after, tried to call original store to talk to salesperson in order to order glass top for the table.
Each time I call I get different people answering the phone - finally realizing that all calls apparently go through some corporate office. 4 times I've been through the whole routine of the purchase, who I want to speak to, which store and why - no phone calls have ever been returned. I assume the original salesperson probably still doesn't realize I've been trying to get a hold of her. WORST follow-up to anything I've ever purchased in my life.
NEW JERSEY -- I purchase a dining table 2012 and couple of sales people insist I have protection plan for the dining table, but I really didn't want the plan. As I was walking out the exit door, the manager stop me and persuade me for the protection coverage because it would cover any damage up to 5 yrs. 2014 I have damage part of the table so I called to obtain coverage information. The representative came online and ask when this accident took place. I told her I don't recall and she kept insisting a date. I told her approximately 2 months ago but I took time to find the receipt.
Ashley Furniture representative came back online and told me I still have the coverage but because I didn't inform within 14 days of the accident it's not cover. She told me I should read the coverage protection line, it mention about 14 days coverage. I read all the tiny line and nowhere it mention about time frame. How SNEAKY, if you don't want to cover, be upfront. I can always purchase another table, it cost less than $500.00 but the whole concept is wrong!!!
GREEN BAY, WISCONSIN -- In January I purchased living room furniture from Ashley Furniture in Green Bay, Wisconsin. I also found a dining set I liked, but did not purchase it. I went back to Ashley on February 13th to purchase the dining table & chairs, but was informed by my sales associate that the set was discontinued. She said she would call around and find a set for me. She found the table & chairs available on the floor at another store. I paid an additional $99.95 fee to purchase the catalyzed finish with elite protection plan.
My living room furniture was delivered on February 17th. The area rug had three holes in it and was fraying along the edge. I also received a phone call to arrange delivery for my dining table that had not been included on the shipment because it had been shipped from Appleton to the main warehouse in Stevens Point. We arranged delivery of the dining set for 2 days later on February 19th. When the delivery arrived, my husband was told there would be a COD delivery charge. We had just paid a delivery charge for our furniture delivery two days earlier!
On February 20th, I went in to Ashley furniture and talked with my sales associate. She refunded the second delivery charge and found a replacement for our area rug. I also discussed with her that the table delivered the day before contained over 20 scratches! She indicated I could either call in a claim on the elite furniture protection or she could have service come to look at it. I told her I preferred to have service look at the table because it was delivered in that shape. I did not feel I should have to make a claim for something I DID NOT DO!! I also emailed her several pictures of the table scratches.
On March 3rd, the service associate came to look at the table and told my husband that the table had been “abused” and would likely need to be replaced. He asked if we had abused it and slid items across the top. My husband told him it was delivered to us in this condition. I would NEVER purchase a table in this condition. I purchased this table sight-unseen and informed my sales associate of the condition the morning after it was delivered!
After the service associate left our house on March 3rd, I received a phone call from the service department that since this table was purchased off the showroom floor, I would need to pay for the service call and for the repairs. I called back and explained that the table was purchased sight-unseen based on the table I had seen in the Green Bay showroom in January. She indicated she would talk with the service associate and make plans for the repair to be covered. I never received a call back, so I AGAIN went in to Ashley two weeks later. My sales associate said she would have her manager call me.
The store manager called me on March 22nd indicating he would give me a complete refund and have the store call to arrange pick-up of the dining room set. (That has been 3 weeks and NO phone call!!)
It has now been 2 months since the purchase of this set and I have never heard any more regarding the table. I paid $831.29 for this table and chairs that looks like it has been used for several years. This is not acceptable! My entire purchase with Ashley was $2983.33 and I am very unsatisfied with the whole purchase experience!! The area rug had three holes. The table has scratches all over it. And then I was charged two delivery charges two days apart from each other. It seems like I was told anything I wanted to hear just to make a sale; whether it was quality merchandise or not!
I wish I had read these reviews before shopping at Ashley. Their service is poor after the sale!!
My husband and I made the mistake of going to the new Ashley Furniture store in our city in Canada the first weekend in September of 2007, 5 months ago, and making the decision to purchase a dining table and chairs ($1,200.00), a China cabinet ($3,000.00), two living room chairs ($600.00) and living room tables ($500.00) for a total purchase of over $5,000.00, which is a big deal for us. We loved the product as we saw it in the showroom and looked forward to our delivery which, we were told, would be in 28 days (or sooner!) I explained to the sales girl that I would ideally like to have the items by Canada's thanksgiving which is the first weekend in October.
She said that there was a possibility that I could have the items by then. So I put my Thanksgiving dinner off and the week after thanksgiving I got a call saying our items were being delivered. I unpacked my old buffet and put all my good dishes and China on the floor in the living room so that I could easily just put it into the new unit when it was in place. We also phoned family and scheduled our dinner for that Sunday.
On the day of delivery, they brought in the dining room table, the two living room chairs and the bottom half of the China cabinet. It was then we learned that the living room tables had been damaged in transit and that we wouldn't be getting them then, but no one we spoke to could tell us what happened to the upper portion of the China cabinet.
Also, the table was placed inside down in my dining room and I saw a huge, filthy footprint on the bottom of my brand new table! I mentioned it and one delivery guy asked the other one "did you step on the table" and the other guy said "yes" and just brushed it off!! I made them stop until I at least had time to clean the footprint off before they set the table upright in my dining room!
So we had our dinner that Sunday with all my nice things on the floor in the living room and without the top of the China cabinet. There was also a run on the back cushion of one of the living room chairs. When I spoke to them next about where the rest of my items were I mentioned that it would have to be fixed. And was told that because I hadn't mentioned it until 3 days after delivery they wouldn't honor it because I could have done it myself!! Luckily, we had purchased the extended warranty which they say covers us for fixing anything anytime. I have yet to hear from them regarding fixing that cushion.
Also, one of the legs on the same chair was twisted around and wonky. It would have been apparent to the delivery men, but they did nothing about it. My question is: How did that leg get all wonky? And why am I paying for furniture which seems to be put through the mill before I receive it? But I hadn't seen anything yet!!
Eventually my tables were delivered. Then I found out talking to the customer service person I was dealing with that the reason they hadn't delivered the top of my China cabinet was because the mirrored back had been smashed in shipping. I was told that my China cabinet was sitting in storage somewhere waiting for new mirrors to be shipped. She then asked if I would rather it be delivered to me and then I wait for the mirrors. HELL yes!! I certainly didn't trust the glass portion of my $3,000.00 China cabinet to these people!! So they delivered it and thus began the most frustrating, disgusting evening of this entire experience.
When they placed the top portion of the cabinet on the bottom I noticed that the glass was smeared with something. Well I knew I would have to clean it and anyway, the delivery people don't give a ** about the items they deliver! After they left I began to clean the item -- or attempt to clean it. An hour later my husband came home from work to me still cleaning it and also crying and ANGRY!
The top portion of the brand new $3,000.00 China cabinet we had just had delivered, rather than being in a condition to show off to my friends and family, was so disgustingly dirty that I couldn't believe it. Filth and soot and dirt was layered inside it in every nook and cranny. And in terms of the smears on the glass, the best description I can give is that it was like a huge Sumo wrestler rubbed his bare, sweaty, oily body on it and then it dried. We used every product we had in the house that night to remove the disgusting greasy, crusty smears from the glass of this cabinet and didn't stop for THREE HOURS.
My brand new $3,000.00 China cabinet was delivered so filthy that it took me FOUR HOURS in total to clean it once it was delivered. And if that wasn't bad enough, nobody at Ashley cared when I told them about it!! Also, there were 3 or 4 nicks in the wood to the point that there was raw wood showing and the finish along two of the edges was a real mess. So they sent over a service guy and he dabbed some touch up on everything and said "it was fine." I guess that's what you get for $3,000.00 from Ashley.
So, I finally have everything except the mirrors that go in the back of my China cabinet. I'm still not happy with the state of the glass on the cabinet, I feel there is still an oily film of some kind on it which prevents me from getting it sparkling and smudge free, but there's nothing more I can do; apparently, I just have to live with it. So I filled the cabinet with all my stuff and 3 weeks later they called to say the glass was here and someone would come to install it that week. So I once again emptied all my treasured items to the floor in the living room. They sent one guy which was ridiculous because two were needed; one to hold the glass, the other to screw it to the backer.
I kept asking the guy if I could help and he kept saying no. I kept hearing crashing and banging it. Finally I went in to see what was happening and found that he had damaged one of the mirrors. Luckily, they had sent one of the mirrors that survived the original shipment and I had it handy, so he removed the damaged one and put up the one I had kept. After he left I started to put my things back into the cabinet and lo and behold, one of the mirrors has a big chip off the corner, which he could not have missed when he did it putting it in. But he said nothing about it and just put it in and left!!
So I had to reload the cabinet, phone Ashley and tell the person I'm dealing with that AGAIN we had a problem. So she ordered another piece of mirror and we got a call last week that it was in. Over our answering machine she made an appointment for the service man to come out. It was the day after we had scheduled to have new countertops put in our kitchen and the items from my kitchen were in boxes in my dining room. A guy phoned to confirm the appointment the day before while the guy was there for the countertops.
And about 5 minutes after I had just had a call from my cousin that my uncle had just passed away. I told the guy on the phone that it wouldn't be possible for the appointment as scheduled by Ashley. He said "no problem." We would get another call from them setting something up for another time. Thank you very much.
Two days later my contact from Ashley calls me and tell me in an authoritative tone that she won't charge us for a missed service call THIS time, but next time we may not be as lucky!!! I had read some of these complaints, unfortunately not until after we purchased the items.
I contemplated sending my review at each step through our journey, but because the customer service person we have is very nice, I avoided doing so. But since being told about the charge for the missed service call after FIVE MONTHS of their disgraceful screw ups and horrendous representation by Ashley staff, I've HAD IT. And I still have to empty my China cabinet again for them to put on the last piece of mirror. Hopefully then we will have seen the end of them.
People beware!! Never, never buy from this store! If you do, you are opening yourself up for ALL KINDS OF PROBLEMS AND FRUSTRATIONS and PAYING YOUR GOOD MONEY FOR BAD PRODUCTS AND BAD FAITH!!! I don't know how these people will continue to be in business for much longer if many people read these reviews. Then, so much for our warranties!!
My wife and I ordered a counter height brown wooden dining room table, two counter height chairs with black leather, 2 counter height benches with black leather and on counter height corner bench with black leather. I eagerly waited for the delivery. 2 weeks later I received my order. To start they were three hours after their very large delivery window. I called to see when they would be here. The customer service lady apologized and said "One of their delivery drivers did not show up to work today." She went on to say that "Another delivery driver was called in but he has 3 other deliveries to make."
She then confirmed the contents of the order "2 stool 2 benches one corner bench all counter height with black leather and one brown counter height table." I confirmed and hung up. The delivery window was from 10:30 to 1:30pm on the 20th of April. The driver showed up at 5:00pm. This was just the beginning. The two workers who delivered the dining set proceeded to bring the furniture in. They brought all the chairs in and said "OK thanks!" I said "Wait, where is the table?" He said, "I don't have a kitchen table on my invoice."
I showed him my receipt of a counter height table and explained that I had just confirmed the contents of the order with their Customer Service representative. He called them on my phone and let me talk to the customer service rep, who explained to me that the table was canceled and that "She could not guarantee that I would GET a table." I was very angry and explained that I had not canceled that order nor did I see a cancellation of my payment on my credit card. And that I had a receipt in my possession that stated a table was purchased and had an agreed delivery date of April 20th.
After a lot of "There is nothing I can do about this" coming from her, I asked to speak to "someone who COULD do something." She explained that she would contact the store who would have to put another order in. I FINALLY got a call from them saying they would deliver it tomorrow. The customer service lady VERY rudely told me that "it will not be delivered today and nothing was going to change that." Her tone was condescending and almost like she was talking to her child. A very you need to deal with it kind of attitude. This is STILL not the end.
I then inspected the chairs. Two of the chairs had legs that were uneven. Two of the legs were about 1/3 of an inch short (or one leg was 2/3 short however you want to look at it.) This caused the chair to rock from corner to corner VERY noticeably. The chairs had brown leather instead of black. And one of the benches was screwed together tight at all. I bought a $1400 table, and I fear I will never get what I paid for. I just hope my experience can save someone else this loss as well.
PORTLAND, MAINE -- I bought a dining room table and chairs from Ashley about 3 years ago. The chairs were poorly put together and one actually broke just from my 3 year old knocking it over once, on carpet! The paint was also chipping off the chairs all over the place from the minute I got it home. The table was holding up fairly well though and it seemed pretty sturdy.
Well, after having it about 2 years, the crease where the leaf can go won't fit together properly and I have a long space down the middle of my table. Also, the hinges have become so corroded with rust or something that I can't even get them undone to pull the table apart and try to get it together properly. The finish on the table is also faded in spots all over and it's very noticeable. I'm embarrassed about it. It was a $600 set and now it looks like I got it at Goodwill.
Now onto my Durapella living room set. I bought this only about a year ago. The salesman, who was very pushy, raved on and on about what great fabric this was and told me it was stain resistant and that it cleaned up very easily. HA!! I bought the set for this reason, knowing that I have a young child at home who would obviously get her messy little hands on it and probably spill things from time to time. Well, the first time she got a stain on it, I cleaned the entire cushion with just a clean rag and water.
Afterwards the entire cushion lost its brushed suede feel and was a darker color than the rest of the cushions. I have since had to clean the sofa numerous times and it now looks like it is about 10 years old and it's only a year old.
EVERY little thing leaves a noticeable stain. Even powder from a donut which would normally brush right off normal fabric requires me to it wash with water, just further damaging the set. I was so excited when my set was first delivered, it looked so nice. I thought I would have really nice looking furniture for quite some time. I am so disappointed now and really wish I had looked elsewhere. I don't have the money to just buy a new set and after only a year of use I shouldn't have to.
Furniture is quite a big purchase and people should be able to get their money's worth. Not so with Ashley Furniture! I will never shop there again! I am actually embarrassed of what I still consider to be my new furniture.
TORONTO -- We bought one of the newest, expensive dining and living room sets on July 5, 2013. The customer representative told us the sets would be delivered to us in 2 weeks. In the paper, it's said August 15th. I talked to the customer service and she said the latest would be August 15th. At the end of July, we added 2 chairs to our dining room set and at that time, they checked their system and told us everything is on schedule and our stuff has been loaded into the truck, on its way to Canada.
August 14th, I called customer service and she said there is a delay and by 20th, it will be here. August 19th, I called again and surprisingly, they told us there is a delay and our stuff just loaded on the truck. At the end, she told me call her on August 26th to let me know where the truck is!!! I really do not care about the truck, it's my purchased furniture which have to be here by now! She kept saying that we are not "the Brick" which has lots of inventories in their warehouse.
I just want to know if you are claiming that you are one of the high-end furniture store, you must act and treat your customer like a high-end personnel with prestige because I expect your store to be more organized, on-time and trustworthy and lot more honest and transparent! When you make a promise to your customer, you have to keep your promises, not just at the time of purchase! I am very upset with the customer service, delivery time, the wrong information and the delay which every time will be added on. This is not a high-end store would treat their loyal customers!
I have spent a lot of money in your store and I expect good timing and transparent relationship. I am so disappointed at your delivery time. It is coming from USA not over the seas!!! Honestly, there is no logical and convincing reason behind this delay except for lack of customer service and not putting customer's need in priority!
FREDERICK, MARYLAND -- The incident in question occurred at approximately noon on July 6, 2013 at the Frederick branch of Ashley's Furniture. My fiancée, her mother and I were shopping for furniture. We spotted a dining room set that was marked at approximately $349 that included a glass top table and 4 chairs. The sales associate was very courteous and pleasant. Unfortunately, when he went to ring up the sale, his manager did not allow the transaction to occur. I politely asked the sales associate if I could speak with his manager.
When we spoke to the manager he said that there was a mistake and he could only sell the piece for $478. My response was that it is misleading and unfair for him to advertise one price but refuse to sell it at that price. My fiancée's mother even offered $400, but the manager rudely declined and walked away.
As an aside, my fiancée and her mother are Chinese-born Asian Americans who were speaking Mandarin to each other during the interaction. The manager did not seem to take kindly to this and was very rude and disrespectful during his interaction with my fiancée and her mother.
Nonetheless, I requested the number to their corporate offices and the names of the sales representative and store manager to which the staff obliged. I asked the sales representative if I could have the original sticker price so that I may take a picture of the price tag for evidence. Regrettably, he tried, but his manager refused to give us that piece of evidence. We then asked the sales associate if we could speak with the manager again, but the manager refused to speak to us. Instead of making a scene, we cordially walked away and decided to voice our frustrations both to their corporate offices and the Better Business Bureau.
I also want to make it clear that the sales associate was very pleasant during this entire ordeal. His kindness in the face of a difficult situation was admirable and he deserves praise. However, the manager was unfriendly, unprofessional, spiteful and unethical in his actions.
GREENVILLE, NC -- I purchased a dining room set & a China cabinet from the Ashley Furniture Homestore in Greenville, NC. I was told it would take 6-8 weeks to have the furniture delivered. In about 6 weeks, we got a call saying our furniture was ready to be delivered, but the cabinet part of the China cabinet was broken & another one would have to be ordered & that it would take 6-8 weeks to be delivered. In 6 weeks, I had not heard from anyone, so we called to inquire about the reorder.
After explaining the situation to numerous people on the phone over the course of 3 days my husband finally had to go to the store & speak to someone in person. It was decided they simply forgot to order the new cabinet & assured us that one would be delivered within the week. The next week, a new cabinet was delivered & it had a chip in it & the delivery people scratched the buffet while trying to install the cabinet. They also chipped the table when it was delivered. Unfortunately I didn't notice this until they were gone.
We were told we would be refunded our delivery fee due to the inconvenience but this did not happen. Someone from the repair company came to look at it because we had purchased the warranty. Before he even looked at the chip he noticed the wood was warped & immediately said it could not be repaired. After removing the dishes it was found that MOLD was growing in my China cabinet! Mold is also growing on the buffet between the buffet and cabinet. The whole thing is going to have to be replaced.
My husband again had to go to the store because no one would return his calls. He spoke to a manager who basically told him “we can't say where the mold came from” & insinuated that it was our fault. I have spent $2000 on this furniture that is basically crap, & no one wants to take responsibility for it. The customer is horrendous.