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AZ Ashley Homestores SUCKS
Posted by Ayleian on 12/21/2005
GLENDALE/PHX, ARIZONA -- I will try to summarize the last 6 months of Ashley Furniture Homestores hell. July 1, 05 we purchased a sofa, loveseat and dining room table and chairs for $3,000. Two months later, the table arrived, but they did not bring the sofa and loveseat, as they were broken. After the table legs were attached, they opened the leaf and chunks of wood and parts fell out of the table on the floor. They left the table and chairs - so we would have something to use and told me to set up an appointment with the service technician. Another month later, the tech is set to arrive on Monday and the sofa/loveseat was to be delivered on Sunday, a day before the tech. The Saturday before the tech appointment, I receive a message that said if I did not call back today, they would cancel the tech appointment. We called all day Saturday and left messages not to cancel the appointment – no one would answer the phone at the number they gave us. Turns out that the call centers only leave you on hold for about 10 minutes, then automatically switch to the voice message system, so if no one answers your call within the 10 or so minutes, you can leave a message that “will be returned the same business day”. By the way, the call back, it never happens.

Sunday arrived and they dumped off the sofa/loveseat and literally ran out of our house. We discovered that there were tears in the leather and 2 of the 4 built in recliners were broken. Called customer service – no answer, left message. Monday the tech said we needed a new table and we had him look at the sofa/loveseat. He said that he could fix the sofa/loveseat with some parts and some welding in 3-4 hours. We said no, we wanted new furniture, because that is what we paid for, and he was not going to get 3-4 hours of my time. He said he has to order the parts and we need to call customer service to request new furniture. Called customer service Mon – Fri, no answer, left messages (honestly about 15 messages were left during this week) – no responses. Saturday went to store where we purchased them (Bell & 67th Ave, Phx, AZ) and spoke with manager, Tom. I explained our situation and Tom sent in a customer complaint form and gave me the corporate customer service number and a contact there, Jill. Monday I called the corporate customer service and asked for Jill, they said she was not available, and would leave her a message to call me, no response. Called several times over the next few days and left messages for Jill, they would not let me talk to her. Three large boxes of parts arrived at my door, and are now occupying a walkway in my garage. No mention that parts were to arrive at my house, and not a call from Ashley to have the tech fix the furniture – not that I would let them anyhow.

This is what has saved me, so far, we used their financing – American General. I called AmGen and filed a dispute. AmGen set up a 3-way conversation with them, the mysterious Jill and myself. Jill said she would order another sofa/loveseat for us. I told her this was their last chance, if we received damaged furniture again, I wanted a credit. Guess what, two weeks ago on Sunday (early Dec) they showed up with another torn up loveseat, I did not even look at the sofa nor have them pull it out of the truck. The driver said customer service would call me, but of course, they did not. I called AmGen and Ashley customer service on Monday, Ashley did not answer (both corp & reg customer service), left messages. AmGen said they could not make Ashely give us a credit, but would request that they do so. In the meantime, AmGen said that according to their file, Ashley had ordered us another sofa/loveseat (4th set) – this again without even talking to us. The AmGen rep will be back in the office tomorrow, so hopefully I will get my credit and they will pick up the broken sofa/loveseat.

It is almost comical now, but if anyone has a contact out there that I can use, I would appreciate it. DO NOT purchase from Ashley Homestores, and always use credit for large purchases so you will have some type of recourse with the business.

     
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Posted by Ayleian on 2005-12-24:
Comment on my own message. No resolution yet, maybe after the holidays. I filed with the BBB tonight. I tried the mjedlowskicustomercare@ashleyfurniture.com (aka jedi) email address for the AZ CEO, but it comes back as failed. They do not even answer their phones, why did I expect the email address to even work....
Posted by Ms.Consumer on 2005-12-24:
Wow! What a horrible company. Sorry your holiday was ruined.
Posted by doglover on 2006-01-03:
Hey there....sorry to see you had to go through that. I had a similar situation with the Ashley in Avondale, AZ. I did contact the BBB too! My story is on here as well. I will never EVER go to their store again and I work right in the area and deal with people regularly who need furniture...I happily send them to the Room Store.
Posted by Ayleian on 2006-01-08:
More from the original poster. I guess my email did make it through, I received a call on 12/26 from the Corp office asking me what I wanted, told her refund and pick up your crap. A week later they picked up, but would not pick up the 3 boxes of parts thay had sent to my house. I loaded them up and drove to the store and threw them on the back dock, scared the hell out of the crew on a smoke break. The corp rep called back and apologized for not picking up the parts, told her it was par for the course. Waiting on my refund. We did purchase a sofa, loveseat, chair and ottoman at Mor for the same price as the Ashley crap. It was delivereed on time and in perfect condition. Tried our luck the same week with a entertainment center at the Room Store, guess what, on time and perfect condition. One of the Mor delivery guys said he woked at Ashley for 1 month. He said that they are required to "fix" the broken stuff and they resell it as new. A salewoman at Mor said that Ashley was not paying the correct commissions and withholding the sheet that shows how much they have sold. She said it seemed like they were trying to go out of business by shafting their employees and poor customer service. Stay away from Ashley, not worth it, tell your friends.
Posted by geekgrl on 2006-09-09:
In trying to obtain a refund, I discovered that each Ashley Home Store is independently operated by whoever bought the name. It's an ideal setup for them to hide behind the Ashley name.

In my case, I found out our store is owned by the Levitz Family of Levitz Furniture fame. So since it's owned by the family, there's not a "corporate office" I can contact and I'm doomed to argue with the local store.

Don't buy from Ashley Home Stores - you don't know who you might be dealing with and there is no customer service.
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Terrible Product and Service
Posted by Ghastly Furniture! on 01/21/2008
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 "yey" 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 any time. 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 low 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, 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!!
     
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Posted by Tammy02 on 2008-01-24:
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. If a store is unable or unwilling to assist with a warranty claim, Ashley’s corporate office can assist by notifying the store of their warranty obligations. We request that you consider contacting the Ashley Furniture Consumer Affairs Department. We are here to help!

Our contact information is as follows:
Email: consumeraffairs@ashleyfurniture.com
Fax: 1-608-323-6139
Phone: 1-800-477-2222, ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612
Posted by Tammy02 on 2008-02-12:
Ashley Furniture Industries, Inc. responded to "Ghastly Furniture"s personal email on 01/24/08, unfortunately we have not received a reply back. An Ashley Furniture reference number was provided for quicker service. Therefore, if we do not hear from a consumer, we are unable to assist. Should "Ghastly Furniture" reply to our email, we will review the information and proceed from there.
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WARNING!! Do not do business with Ashley Furniture
Posted by Brycegw1 on 02/22/2006
KENNESAW, GEORGIA -- I regret buying from Ashley and here is why:

Delivery was scheduled for 2 weeks after purchase and was on time. However, I received a call the morning of telling me the hutch part of the china cabinet was damaged and they could not deliver and would reschedule and call me back. No call back. Upon arrival of the delivery truck, the delivery guys had no clue what they were doing. They made more work for themselves offloading this set than they should have. They also damaged the buffet and 1 of the chairs when they offloaded them. I contacted customer service about rescheduling the hutch and setting up a service tech to try to repair the damage from the delivery drivers. Still no answer on the rescheduling but a service appt. was set for the following week. When this guy showed up he actually made the damage worse. This dining room set has a black matte/dull finish and now the buffet and chair has a shiny polyurethane spray on it and the chair legs have white marks all over them. It was ridiculous. I called customer service again (still no clue when they would deliver the hutch) and they wanted to send another tech out to try to fix the damage the other guy did. I said that was unsatisfactory and they just need to replace both the buffet and the chair and deliver everything together. After getting nowhere with customer service I contacted the store manager. Initially I had a difficult time getting him to call me but I am very persuasive. Since I got him involved things seemed to get better until today. First of all, I got a call 2 days ago from the delivery department saying they would be here today between 10-2. I also received a call yesterday saying they would be delivering all 3 pieces (buffet, hutch and chair). At 2pm, no delivery or phone call. I call the store manager and am told that I am #5 for delivery and should be here soon. Come 4pm, still no delivery. I call back and talk to the manager and he contacts the dispatcher and is told they would not make the delivery today. Furthermore, he told me there was no record of all 3 pieces being delivered, only the hutch. That has now been scheduled for tomorrow morning but I not getting my hopes up. As for the other 2 pieces, that is on order again but I have no indication when it will actually be delivered. This has truly been the worst experience I have ever had with a furniture store. I have a large home and a lot of furniture from numerous stores, including some being shipped internationally. Never have I had a problem like this.

This company SUCKS!!!! I will never again set foot in their store (I am even hesitant to walk in and use the $100 in-store credit). I will warn everybody I know not to purchase anything from Ashley Furniture and I going to post this review on as many sites as I can find.
     
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Horrible experience w/the lack of customer service with Ashley Furniture
Posted by Kingtut28 on 08/03/2006
SAN DIEGO, CALIFORNIA -- This is my horrible experience w/Ashley Furniture in San Diego. AVOID PURCHASE ANYTHING FROM THEM AT ALL COST. I emailed CEO Michael Jedlowski @ his given email on 8/1/06, but I have yet to receive a response from him or his managers. I wish I knew about this site before purchasing from them. Here's the timeline:

On 5/28/2006, I purchased a dining table set at the 7310 Miramar Rd, San Diego showroom. Parts of the reasons that I purchased the set from Ashley Furniture were the Sales Associate Rudy’s sale pitch of: “we have our own factory; we control the quality, the inventory, the distribution, the pick and delivery of our furniture”. After around 6 weeks, I was informed that the dining set arrived, and I picked up the above dining set at the San Diego Ashley Furniture Warehouse located @ 11045 Technology Pl, #100, San Diego. When I installed the parts together, I noticed that one of the six chairs has the wrong parts. I called the warehouse and was informed to bring the chair back.

7/2/06: I brought the wrong chair to the San Diego Ashley Furniture Warehouse located @ 11045 Technology Pl, #100, San Diego and explained the wrong chair situation to Manager Lonni. Lonni indicated for me to keep the wrong chair for the time being, and he’d order another chair right away. The correct chair would be delivered to me via UPS within 2.5 weeks at the most; UPS would pick up the wrong chair and deliver the wrong chair back to Ashley Furniture.

7/20/06 at 9:38 AM: I telephoned Manager Lonni @ (858) 683-1100; Lonni is out of the office, so I left a detailed message with Receptionist Mirna. Mirna responded that she remembered me from 7/2/06, and she’d give Lonnie my message.

7/21/06 at 11:16AM: I called Manager Lonni again. Mirna informed me that Lonnie is working today, but he was currently out of the office. I left my phone # and explained the chair situation to Mirna again.

7/21/06 at 2:02PM: I called for Lonni again. Mirna said that “Lonni is in the warehouse. Lonni already told Mirna that he ordered the chair, but it has not come in. I asked Mirna when did Lonni order the correct chair? Mirna responded that it was the same day that I came in, but sometimes it takes a little longer to get it.” I informed Mirna that I’d wait until the middle of next week.

7/27/06 at 1:29PM: No delivery from UPS, so I called for Lonni again. Mirna informed me that Lonni is out of the office, and the chair has not come in. I asked as to when the chair would be delivered? Mirna replied that she didn’t know, as she has no control of the inventory. I asked for Lonni’s last name, but Mirna refused to provide Lonni’s last name. I left my phone # with Mirna for Lonni again.

7/27/06 at 1:35 PM: I called the Miramar showroom @ (619)393-4663, where I purchase the dining set. I spoke with Rita and explained the whole situation and the lack of returned phone calls from Manager Lonni. Rita looked up my purchase info by my first & last name and phone #. Rita informed me that she’d forward my concerns to a Manager name Fritz. Rita indicated that she does not know Fritz’s last name.

7/28/06 @ 12:45PM: Manager Fritz from the Miramar showroom returned my call. Fritz informed me that he’d send an email to Manager Lonni and to expect a phone call from Lonni or Fritz by tomorrow (7/29/06).

8/1/06 at 10:27 AM: No phone call from Lonni or Fritz, so I called the Miramar showroom again and asked for Fritz. Roxy informed me that Fritz is out of the office today. I left a detailed message for Fritz with Roxy.


8/2/06: I place another phone call to Fritz at the Miramar showroom. Rita remarked that she remembered me from our last conversation. Rita informed me that Fritz is out of the office again today, but she took my phone # and would leave my message for Fritz for tomorrow. I sent an email to CEO Michael Jedlowski: mjedlowskicustomercare@ashleyfurniture.com

8/3/06 Still no response from anyone from Ashley Furniture.

     
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Posted by Liana on 2006-08-04:
Sounds very familiar and I want to thank you for the CEO information, we posted our comments as well and to date from early March are still waiting for ALL our furniture to be delivered in good condition, not all busted up like it has been time after time. Good luck.
Posted by ceramicgal1 on 2006-08-12:
Bought $11,000 from Ashley Furniture in Roseville, CA. Had first dining table chip from delivery guy after removing leaf. Had second table chip in same place after my husband removed leaf. Have called and cannot get anyone to answer calls. Found out the owner Robert Myers. Called him he had a girl call me back to let me know that they would fix the table. I told the girl it was unacceptable I want my money returned. This was two days ago have not heard anything back from them. Maybe if enough people get together they can get a lawsuit on this company going or get them out of business. They are frauding the public. Tell the media or whoever you can get hold of.
Posted by kingtut28 on 2006-08-12:
CEO Michael Jedlowski forwarded my email to his assistant, and his assistant contacted me. They delivered to correct chair and pick up the wrong one. It's ashame that I had to get the CEO involved before the problem was corrected. It shouldn't get to his level.
Posted by perfect on 2006-10-03:
I had similar experience with this company..Very bad customer service..Never buy anything from them..
Posted by Marlene on 2012-03-15:
I was excited to get my furniture from Ashley's but very disappointet when I got it, the bed was chip and within four months the wheels and rails broke, the leather sofa was rip, after seven months I'm still waiting for them to fix it. They have very poor customer system, every time I called them they always say they'll call you back but they never do, and when you get to talk to them, they always say they can do nothing about it. What a rip off...
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Do Not Shop At Ashley's Furniture
Posted by SpecialK56 on 12/10/2007
CALGARY -- ASHLEY'S FURNITURE IS A SCAM!!!!!! PLEASE DO NOT BUY ANYTHING AT ASHLEY FURNITURE, UNLESS YOU WANT HORRIBLY DAMAGED AND USED FURNITURE. AS THEY KEEP SENDING AROUND THE SAME BROKEN PIECES. THEY WILL DELIVER DAMAGED PIECES AND FEED YOU THE STANDARD "YOU CAN'T RETURN IT, WE WILL SEND A TECHNICIAN TO FIX IT" BUT ITS ALWAYS THE SAME STORY, THIS JUST PRO LONGS THE TIME THAT YOU GET STUCK WITH BROKEN FURNITURE.

My mom BOUGHT furniture at Ashley's in Calgary, Alberta. She spent close to $3,000 for a dinning room set.

My mom bought her furniture in MAY... They kept delivering SEVERELY DAMAGED PIECES. AND EACH TIME IT TOOK THEM LIKE 6 WEEKS TO EXCHANGE IT, HOWEVER, EVERY TIME THE FURNITURE WAS VERY DAMAGED. WE KEPT CALLING THEM AND NOTHING. THE STORE MANAGER REFUSED TO TALK TO US, AND NO ONE RETURNS OUR PHONE CALLS. It is now DECEMBER and FINALLY THEY WERE GONNA GIVE MY mom a refund. WELL ITS BEEN 3 WEEKS, THEY TOOK THE FURNITURE AWAY AND STILL NO MONEY BACK!!!

My mom even drove to the head office where they treated her like hell. After trying 4 or 5 different furniture sets, she finally said she wants her money back and they told her they can't do that, that she has to try one more time. So she was promised good quality pieces, yet damaged ones arrived again!!!! She spoke to the head manager who promised that her money would be returned in 48 hours after the delivery guys take the furniture back. ITS BEEN 3 WEEKS AND SHE STILL HASN'T SEEN A PENNY!!!!!
     
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Posted by Anonymous on 2007-12-10:
That was one of the furniture stores we almost ended up getting our sofa and chest from but instead I went with mor furniture.
Posted by Principissa on 2007-12-10:
I wouldn't shop Ashley if they offered me free furniture! After all the complaints I read here I am surprised they are still in business.
Posted by qualityappliance on 2007-12-10:
I own a few pieces of Asley furniture that I purchased from an independant dealer a few years back and everthing is fine. It seem that the problems started when they converted from a manufacturer to a retailer.
Posted by Ponie on 2007-12-11:
(Hope this doesn't post twice--had trouble getting through)

Princi, I'd take it if it were free. :) I, too, question how they stay in business. I'd never heard of them before I got onto my3cents. But if they ever move into my area, I won't be standing outside waiting for them to open up in the morning.
Posted by Ashley Furniture Sucks on 2007-12-12:
If you paid with a credit card, dispute a charge. It worked for me.
Posted by Snerro on 2007-12-28:
Wow. I thought I had it bad, but it sounds like your story is worse.

I bought a dining room set at the Lethbridge store. I was told three times that it would be here for Christmas. Well, Christmas has come and gone and no dining room set. They told me there was nothing they could do. I suggested they give me the floor model from the store, then replace it with the one I ordered when it gets here. They acted like I'd asked them to give me their first-born child.

If I've learned anything recently it's never shop at cheap furniture stores. You're nothing but a number to them, and the furniture they sell is crap. If you want something that lasts, and REAL customer service instead of shrugs and apologies (and, apparently, outright rudeness), spend the extra money and go with quality. I guarantee you won't regret it.
Posted by UNIXman954 on 2008-01-13:
I wish I would have read all this before I purchased my sofa and love seat from Ashleys. I agree completely that this store chain is the pitts. The quality of my sofa and love seat, which totalled close to $5000 is crap. I chalked it up to a very expensive learning experience but personally will NEVER shop there again and I will tell everyone else I know not too as well. I will also never buy anything manufactured by this company, since from what I understand they manufacturure for other furniture stores as well. I am very surprised they are still in business.
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Out of Stock / Discontinued
Posted by Clauvasqz28 on 03/08/2011
ROHNERT PARK, CALIFORNIA -- As I write this I am livid and literally shaking!!!! I cannot believe that this company is still in business given the horrible customer service that they provide. My husband and I were very excited at the thought of buying new furniture. We happened to drive by Ashley's and decided to give it a try. Of course the customer service prior to the purchase is superb. Lots of advice, very patient and till the very end of the transaction, very courteous. Then the NIGHTMARE begins. They had told us 2-4 weeks for delivery. My quest for the truth comenced last Thursday when I called to follow up on the ETA. Since then I Have been given responses such as: furniture has been discontinued....certain item is not in stock until March 25th... Not sure when delivery will take place. I have had to place most of the calls. I do get calls but every time they tell me something different.

At this point I am out $4200 and tons of headaches!!! I don't know what to do. How can they get away with this. How come no one is aware. I wish I would have read this before and trust me...we would have never even looked towards the furniture store. Now I'm afraid that the furniture will not be in good conditions and if I ever will get it all!!! HELP!!!!!!!!!
     
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Posted by 49er fan on 2011-03-08:
Very sorry for your current situation but you are not alone. This occurs daily with this company as you can see from all the complaints that are very similar to yours. The problem is that there isnt much you can do, they already have your money and this company doesnt like refunds so if by a miracle you do get a refund expect a headache and possibly a restock fee. To answer your question about how they stay in business is somewhat simple. They do provide good service, seem caring during the sale and their stores look really nice but once they get your money it usually goes downhill. It is a shame and I wish you the best of luck dealing with this company, unfortunately you will need it.
Posted by Augustus2099 on 2011-03-08:
Sorry about what happened you can contact the BBB or your state Attorney General. Never pay for the furniture unless you are absolutely Sure it is in stock at the place if not walk out.
Posted by Whiteduck on 2011-03-09:
I'd feel worse for you if you'd also ordered a faucet from eFaucets...
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Durapella Sofa
Posted by DawnP on 08/05/2008
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 its very noticeable. I'm embarrasssed 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 its 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 embarrasssed of what I still consider to be my new furniture.
     
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Posted by Anonymous on 2008-08-06:
Tammy from Ashley may come along and tell you to contact so and so at Ashley. Don't waste your time, nothing will come of it. Best of luck to you.
Posted by Tammy02 on 2008-08-06:
A M3C message was sent to DawnP.


Our dining collections are warranted for one year from the date of purchase to be free from material and workmanship defects. In regards to your DuraPella living room group, the cleaning code for this is:

W = Water
Clean only with a water-based shampoo or foam upholstery cleaner. Do no over wet. Do not use solvents to spot clean. Pile fabrics may require brushing to restore appearance. Cushion covers should not be removed and laundered.

If you feel your situations fall under the Limited Warranties or you purchased an extended warranty, we request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: 1-608-323-6139
Phone: 1-800-477-2222, ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!
Posted by chris513 on 2008-08-06:
Hi, "Tammy02"

thank you for the info!
Posted by Tammy02 on 2008-08-22:
Ashley Furniture Industries, Inc. responded to "DawnP" by leaving a M3C message on 08/06/08, unfortunately we have not received a reply back. An Ashley Furniture reference number was provided for quicker service. Therefore, if we do not hear from a consumer, we are unable to assist. Should "DawnP" reply to our message, we will review the information and proceed from there.
Posted by Anonymous on 2008-08-22:
Tammy you have a thankless job... so let me remedy that by thanking you (see cherp it's not that hard) for all that you do. Keep up the good work!
Posted by Xyooj on 2008-12-04:
Thanks for your review. We were looking the sofa... now we are not.
Posted by jennifer on 2011-06-22:
you should have gotten their very affordable protection plan that would have taken care of all your problems with the sofas. I too have had minor problems with a recliner, but they have stood behind their products and fixed the recliner and now works great. BTW: our salesman was great.....hate yours was pushy! He should just quit! lol
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Delaware Store
Posted by Gather on 12/09/2007
DELMAR, DELAWARE -- See below for my own issues, this is a copy of the e-mail I sent to the address provided by my3cents.com

I am about to post a complaint asking for other dissatisfied customers to join me for a class action lawsuit, and the website gave me your e-mail. My complaint is simply about the quality of the furniture I have purchased one year ago. I tried to put up with it because of my then busy schedule, but decided to act before the end of the one-year warranty (which doesn't cover bad quality anyway!). The chairs and tables' hardware is defective; everything comes apart, and I have to tighten it every week-end, it has became part of my weekly cleaning routine--WICH IS NOT NORMAL!!!--also, I cannot use the tables, whether from the dining room set or the living-room set without leaving an indelible scratch on them. As far as the sofa and love seat are concerned, the top part of the back cushions comes "unsewed" fairly easily, these are sofas, not decorative objects, they should withstand a minimum of daily use! The Delaware store's offer was to ship me a hardware kit--at no charge!! WOW!! Thanks!!--but, I would still have to pay for a technician to come and install it, and they were so nice that they offered to provide me with a list of the technicians they like to work with--Gee!! Thanks again!!

Needless to say that after such a slap in the face, I am hardly willing to negotiate anymore and almost happy to gather my forces and start a class action lawsuit!

I seriously doubt there is anything you can do about this after my previous experiences with Ashley's local customer service.

     
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Posted by Anonymous on 2007-12-09:
A class action will only make your lawyer richer. You will get a coupon for a small discount on your next purchase of Ashley Furniture.
Posted by autumn35802 on 2007-12-09:
I simply don't understand how this store is STILL in business. Who is their CEO and how much are they overpaying him?
Posted by Anonymous on 2007-12-09:
Ashley’s Should go out of business.
Posted by broadway on 2008-02-16:
If you only knew the way, they work. They are not for their customers, nor their employees. Ashley Furniture owners and management are focused only on themselves.

The owners also own, FurnitureLand, next door. I had worked for them briefly, they seem to make all the right moves & jesters, but once on board they are one of the worst employers I have ever worked for.

We had a large office meeting once, both stores. A vendor came in to discuss their product & answer questions.

I cannot recall what time we came in, but I believe it was 7AM. There were breakfast items in the small break area, and I believe the vendor's class started at 7:30, my accounts of the actual times are fuzzy.

One of our top salespersons arrived a few minutes after seven. The management of Ashley's (a male) was at the employees' entrance. When I arrive, he said, “ you just made it.” I was puzzled. I had arrived 30 minutes to one hour before the meeting was to start. Then a few minutes after I came in, the other salesperson arrived, he said, “go home you’re late.” This salesperson was delighted to have the day off. Mind you, ask for a day off & your head is knocked in. Be a few minutes late (his late / he never issued arrival or punishment guidelines) and you are sent home. Only the employees sense of self can use this punishment to their advantage.

They take your days off away from you & refuse to replace them. Now remember this is all free for them, we only get commission after what we sell is delivered. If we quit or are fired, then they may keep all of your earnings if you had not stayed with the company for such & such a time. If you had stayed the required time, then the little dears only took half of your pay.

Another incident involved a highschool student. She worked the weekends up front to monitor the door for the sales team. Her day began with us at our meeting, and then she sat all day sometimes eight to 12 hours. She had not had lunch or a bathroom break and needed one. They refused to give it to her. She called the back office & asked for someone to relieve her. After the store had closed, management (two women) wrote her up. Now this was a very good worker, with excellent social skills, the law of our government was clearly on her side, however the law of Ashley (A.K.A. FurnitureLand) was on theirs.

Believe me there are more tales than this. 100 years ago there was integrity, but we all missed that era. Now we have Ashley of Delmar, Delaware.
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StarStarStarStarStar
Beautiful table and chairs
Posted by Sjb080875 on 03/11/2014
The sales man at the store was very helpful without being pushy and gave me plenty of time to walk around and find just what I was looking for. I ordered a high top table with bar stool type chairs and they are beautiful. Very sturdy and heavy, I know I will have this for a long time.
     
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Posted by Obfuscation on 2014-03-11:
You are probably right if your definition of 'long time' is under ninety days. Hopefully anyone considering Ashley reads the thousands of reviews detailing what crap the furniture and the customer support is.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Extremely Poor Quality Dining Table and Chairs
Posted by Faba111 on 10/13/2013
PORTLAND, OREGON -- I bought a cafe height table and chairs. The chair stretchers are falling off one by one and the table top finish is so poor, we can see raw wood. I called Customer Service and their only help was to sell me new stretchers. I wrote the CEO, Tod Wanek in Arcadia WI and got no response. This company obviously does not stand by the items it sells. I was willing to work with them and may be get a credit toward a better set. Now I won't ever set foot in their store again.
     
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