ORLANDO, FLORIDA -- I went to Ashley furniture just to take a look on what they have; since I first walked into the door, they make me feel welcome. I spoke with one of their representative, and explained him what I need and what I may be interested to buy, depending on how fast it can be delivery home. He started looking and showing me different furniture styles and I ended buying my new Living room set, three tables for my living room and home decorations. I can tell they were very patient because I was looking for specific color and style.
They send a text message to my cell phone confirming date and time within 48 hours after we closed the sale. I received everything within 2 weeks, early morning and on time. I really have, as I said before, an excellent customer service.
NEW JERSEY -- Maybe 4 years ago we bought a nice table and chairs from Ashley furniture. The chairs have fabric backs and leather seats. Well lately I have noticed little signs that tears are beginning in many of my chairs. It seems as if the leather is so thin that the chairs have not held up to normal use. I don't even have small children in my home and we basically use the table for dinner.
I called the company and although they spoke to me there is no recourse. I am out of luck. This was a set I thought I would have for many years. The woman on the phone asked me if I conditioned the leather and I said "no." I have my leather couch for over 10 years and never conditioned that either and that looks awesome. They skimped on the thickness of the leather and now it's ripping. End of story.
MILLVILLE, NEW JERSEY -- We recently bought a dining room table, 2 trundle beds, couch, ottoman and pull up coffee table. The dining room table looks like someone took a black marker and put lines on it about 1 inch long against the grain of the wood. I counted 44 marks just on the tabletop. When we went into the store to see if the display model looked the same way it didn't. Not 1 mark. We talked to manager he order another table.
Delivery guys brought it and there was even more of the same marks. They tell us this is distressed wood after the fact. The floor model they are selling doesn't look like this. The chairs are cheap. We had 1 rung on the chair break the 2nd day and another 2 weeks later. I feel like I shopped at a discount furniture store and I have a table that someone wrote on with a sharpie. We had 6 knobs pull off the trundle beds when being pulled out. The furniture is made very cheap.
BELAIR, MARYLAND -- Purchased a dining room set and living room set in May 2012, it is now August and still no furniture! I am already paying for something that hasn't been delivered, and NEVER did I get a phone call to let me know what is going on. I have called them repeatedly and I get the run-around. They are going to check and call me back and never do, or they lie and say "looks like should be in soon" just to get me off the phone. Horrible customer service. I am going to the store today to speak with a manager, not expecting any results, but I will make sure that anyone looking to buy from them hears me, and go somewhere else to get their furniture...
Update: Went to the store and asked to speak to a manager. She listened for a few seconds to all my complaints, asked for my phone number, checked the computer and stated that they are receiving a shipment in 2 weeks. No apology, no concern at all. Told her I am tired of being told the same thing over and over, and that I wanted to cancel the order, her response? "OK" and proceeded to issue the refund. They simply DO NOT CARE!
MEMPHIS, TENNESSEE -- The table arrived with a split adjacent to a leg where the screw was inserted too close to the edge; this was discovered after moving the table and the delivery men left. We called immediately and were told to email pictures. After several days, I had to call back, be put on hold and told a technician would come out to fix it. We described the problem as a split in the wood. Another day and we were told it would be replaced before Christmas. Christmas came and went and no word. I called the next week, got put on hold for 15 minutes, had to hang up and never got as call back.
I called the next day and was told the table was discontinued and I could get a store credit for the purchase price ( which meant I would lose the $90 delivery charge). I asked for a refund and was told "all sales are final". I strongly recommend getting your furniture elsewhere. Do not be fooled by the showroom, the sales force (which work on commission) or the "quality" of the furniture. The products are poorly made and the store policies will leave you stranded. Caveat emptor.
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!
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.
CHICO, CALIFORNIA -- We purchased a dining room table with chairs in early January 2009. It was supposed to arrive within 6-8 weeks. Didn't arrive. We received one phone call telling us that they would call us when they had an arrival date. At 10 weeks we still had not heard anything and we went back again to the store... they gave us another date and finally we asked that if the item did not arrive by this 'new' arrival date (12 weeks after the original purchase) that our money would be fully refunded. Agreed.
We actually gave them THREE extra days and finally went in and canceled the order. Since we paid with a credit card, they would not write us a check. They had to place the purchase amount back on our card. They promised that within 7-10 days we would receive our refund.
Today is day 10, no refund. I just called... oh, silly me, it is 7-10 business days. So, we are actually only on day six now. I asked if we could have a check refund in four days if the refund isn't back in our account. The very quick and final answer was "NO - you will be refunded in the same manner in which you paid." OH, REALLY.... well I am quite sure they had our money within a couple of days - probably hours. They have sat on this for FOUR MONTHS NOW. I bet we don't get our money back with interest!
I have heard horror stories from other unfortunate local customers since our little fiasco with Ashley, Chico, CA started; people waiting for months for furniture and then they withhold 30% if a refund is requested. I want to warn every single person who is capable of reading these words... DO NOT SHOP ASHLEY FURNITURE IN CHICO, CALIFORNIA.
If you do, you better walk out of the store with your product the very day you purchase it - or it will be several months... if ever that you might get to use your new furniture! We are at week 15 now, no refund, no dining room table and really... I am not holding my breath for four more days, because with the track record of Ashley Furniture, Chico, CA - we will most likely be dealing with this mess for a while. Regrettable. Very, very regrettable.
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.