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.
DAYTONA BEACH, FLORIDA -- The salesman 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.
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.
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.
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.
Ashley Furniture is the worst company ever. We purchased a table and chairs less than 2 years ago and have had problems from day one. They always referred us to the warranty company for any problems, which we have had to contact several different times now. They have been out to replace our cushions 3 times. Within just a couple of months they are wearing down and getting these defects in the "leather". We have talked to the company and corporate and they will do nothing for us.
They said that we had a one year manufacturer's defect warranty but they would never honor that and kept referring us to their 3rd party warranty center. The store salesman would recommend that we "LIE" to the warranty company and tell them that it was accidental so that they would cover the cushions and the store would get out of replacing them. BUT the problem is that every time they would replace the cushions they would put the same manufacturer made cushions back on and within a couple of months they would be ripping again!
We spent $2,000 on this table and feel COMPLETELY ripped off and have seen MANY complaints about Ashley Furniture on the web and under their online store reviews. We are a family of 7 and cannot afford to go out and purchase ANOTHER table! The corporate office is very rude and would not help us in the slightest way...pretty much said tough luck! We do not have the money to hire a lawyer and even if we did it would cost us more than the table is worth!
We feel completely taken advantage of and will never shop at Ashley again and will tell EVERYONE we know that they DO NOT back up their products and that their products are the worst quality on the market despite the initial look of the furniture in the store! There are SO many complaints about this company online that something has to be done to make the buyers beware!
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 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 commenced 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!!!!!!!!!
I bought over $5k in furniture from this store and paid cash. I was told we would get all of the stuff in a week. Only got maybe half, then they lost a rug. I had to physically go to the store and pick the rug up myself (after they WOULD NOT allow me to take it when I first purchased the stuff). A delivery driver calls me at 6 A.M. and asks me if I want him to deliver my entertainment center. Really? Are you not a "delivery" person? Yes I want you to deliver it. He delivered half (the top half) and said he didn't know anything about the bottom. I got one piece of the remaining 3.
After a week of calling what seemed like 100's of different people they found out they had one extra in inventory but it had been damaged so they couldn't sell it. They would have to order another one and then send a letter to billing so they could get another invoice so they could ship it. 10 emails were sent to billing with no response. After 2 more weeks I finally got a hold of billing myself. They had never gotten any emails about the matter. They said it would be corrected and we would get our last few pieces. They called and scheduled another delivery time.
No one came. I called them and (after 30 minutes of being put on hold... as usual) they said they had damaged it again and needed to order another one. "Oops, they forgot to call you?" Another work day wasted.... Today everything was supposed to be fixed. I had a new delivery time. The driver calls to tell me he will be late. It is over 2 hours after the scheduled time and no word. He won't answer his call. On top of that he does not have the other final piece.
I call the Conroe store and they said it is on another truck that will deliver today. They cannot tell me where it is or when it will deliver but it will be today sometime.... I will NEVER shop here again. They gave me the run-around for over a month. It isn't that hard. I pay you money, you deliver furniture. I do not recommend this store or any Ashley furniture store at all!!!! I sincerely hope I get my furniture today so I can get Ashley furniture out of my life for good!
GRAND FORKS, NORTH DAKOTA -- May 29 purchase a total $3,206 worth of furniture from Grand Forks ND store. Delivery took about 6 weeks. For $3,206 here what I got, six damaged dining chairs out of an order of ten and a broken apart scratched up buffet with non functioning light. Delivery guys had no assembly tools so had to use mine and had no instructions as to how to put the stuff together. Took another day off work for Ashley to send repair guy, who repainted the chairs (ie I paid for new but got refurbished) and attempted to fix the buffet. Waited a week for Ashley to confirm they would new buffet.
Waited a month for phone call to confirm it was available and waited a further two weeks for actual delivery. Took another day off work for delivery but it didn't come. TOOK another day off for delivery and when the truck finally pulls up and driver tells me he is not even going to unload it as it's so badly banged up. Store manager promises to resolve the situation and promises new buffet is ordered, she will personally inspect it and it will be delivered ASAP. Today, 5 months after paying for these items (YES FIVE MONTHS), when I call her yet again, she tells me it has NOT been ordered because she needs authorization to do so.
Seemingly my 3 grand is not sufficient authorization for me to receive what I have paid for!! And not even sufficient to receive a phone call here and there to keep me informed. Consider this, if the situation were reversed and I had not paid for goods received 5 months ago what would the store do to me?? So let's be clear for $3000 here's what you can expect from Ashley furniture in Grand Forks. Expect slow and late delivery. Expect to incur a loss of earnings from having to constantly take time off work for their mess ups.
Expect to have help with assembly. Expect half the items you paid new for to actually be refurbished and the other half to be so bad they are beyond refurbishing. Expect Ashley to be quick to take your money and slow to come up with what you paid for. Expect customer service so poor I can't even put the words to describe it on here. Expect to get involved in a lengthy and annoying 5 month waiting game. Expect for a complete breach of contract on their behalf.
My advice for what's its worth- DO NOT DEAL WITH THIS STORE, THEY WILL TAKE YOUR MONEY AND RUN.
My furniture is going back ASAP and I will expect a complete and full refund. I will then sit back and leave the matter of the breach of contract, loss of earnings and five months' stress and inconvenience in the hands of my attorney.