Ashley Furniture Living Room Sets

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Never Buy From Ashley Furniture Home Stores
Posted by Shereen on 05/29/2006
CALGARY, ALBERTA -- I have recently fallen into a scam, On January 28 2006, we bought a leather living room set from Ashley Furniture Home Stores (88 Heritage Gate SE Calgary, AB T3A 6G5 Calgary, AB T2H3A7) at Calgary location. The unit was bought brand new not a floor model. We received the unit on Feb 26, 2006. Upon receiving, we checked the units for any possible damages. And indeed we found the following damages:

1) Sofa: Loose frame, Loose feet, Scratches on the leather, crack in the wood frame, leather Wrinkle at the back and both the left and right hand are caved in.

2) Love seat: same as the sofa.

3) End table & Coffee table: scratch/crack in the Marble

In addition to the above problems the delivery guys has left the furniture upside down in the middle of the room (sofa and love seat were laid on their back) as you can see from the attached photos. As it wasn't bad enough, the delivery company damaged the drywall. And as of yet, it hasn’t been fixed

After two weeks their inspector shows up on March 9 to asses the situation and see if it can be fixed at our home. According to his evaluation of the damage, it is a major operation that can't be easily repaired on spot. It requires the removal of the unit back to his factory for repair. He advised us that the arms for both the sofa and love seat has to come off to be re-padded, the wooden frame has to be removed as well and for the leather scratches he can not do anything about them except of adding a colour to cover the scratches.

On March 25th they have provided us with replacement set which again all three pieces where damaged, We have refused to accept the second time damage furniture.
Then they have advised us that they will not exchange them but will be repaired. On May 25th we to receive the furniture and again it was in terrible conditions.

The following are some of the major new damages that we have seen (3rd time):

1) Love seat: Scratch marks on the left arm, first and back. A Tear in the leather on the Right arm towards the lower part. (This was not repaired we have noted this the first time we got the furniture). The left arm require re-padding as it seems that something heavy has been placed on top of it causing it to sink.

2) Sofa: Scuffs on leather top and back cushion, sides. A leather wrinkle on the right arm--- it appears that the seat was placed upside down which cause this damaged to the leather.

3) Marble top still had the scratch on it plus a burn mark (new)

All three pieced where in a terrible condition an incredible amount of dust and dirt was on both seats. The damaged caused to this furniture was even more than the first time we have seen these pieces.

Again we have rejected all pieces as it does not meet the minimum standards for the quality furniture Ashley company claims they got or even minimum standards for new furniture. In many cases used furniture would be better than what I have seen yesterday.

When I contacted them the following was the respond:

Our technician inspected the pieces and found the following;
Sofa - 2 loose threads on one cushion
- 1 loose thread on back panel
- 2 small rub marks in back bottom edge leather
- 2 small rub marks in back lhf coner leather at bottom
- wrinkled leather in rhf arm
Love -small rub marks on both corners of wood squares that feet attach to small scar on inside back panel-falls within manufacturers specs
- wrinkles in both arms
Table - orange mark in marble. Normal marble markings.
In my opinion it would take about .5 to 1 hour to fix all these concerns.
The above is not what we have seen and yet does not come close to the real conditions the furniture was in.

They are refusing to refund us the money and I can not accept the furniture in this condition, we have paid $5,000.00. We feel we have fallen into a scam and I do not know what to do from here.
I have contacted The BBB which they told me that the company has unsatisfactory report our

I also have tried to contact the ASHLEY Corp. (Head office in the states) But they told me that the stores are independently operated and they can not help me, I have to deal with the store which was a shock for me as I was thinking I buying from a well known name but….
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Posted by James He on 2013-08-12:
I have the similar problem for my purchased sofa set, after 6 years, the surface leather starts peeling and looks ugly.
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Leather living room suite
Posted by Per on 05/05/2006
DELAWARE -- We purchased an Ashley living room suite in March, 06, from Furniture and More in Dover, De. Upon getting it home and un -wrapping it we found the love seat frame broken. The sofa had staples which never touched the upholstery in the back area, a tear on the back and the cushions were installed unevenly. I called the store immediately and reported my finds. I was promised by the salesman he would fix the problem and he would call me the next day. (this is the same salesman who was to give me $100.00 off on both pieces of furniture. He made the commitment to me and my husband went into the store and paid) Anyway, we never got the discount. I waited two day for an answer from the store and when I didn't hear from them I called
the store two days later. The salesman said, "I don't know what you are talking about." I refreshed his memory. Again I waited days for an answer. Again, I called Furniture and More. Had to explain to the salesman again what I was calling about. He said they would send out a technician to fix the problem. I told him I didn't want furniture that had to be repaired , I had paid for new furniture and that was what I wanted. So he ordered another love seat. (He didn't order another sofa)When the love seat came in we were told we had to deliver their broken love seat back to the store in order to get the new one. I told them it was there broken furniture and I felt they should be responsible for their own delivering. They refused. I called Ashley Furniture and told them of our circumstance with their furniture. Mary said she would file a report to the marketing dept and then would get back in contact with me. No contact back was ever received. A furniture tech came to the house April 19, 06 and said he could not fix the sofa and he would give the report to the owner, Jon. In the mean time I called Furniture and More several times, talked with the supervisor, left messages for John, the owner to call me. He never did. The supervisor was anything but nice to me. I made visits to the store, talked with the salesperson who made promises but never heard anything from him. Continued to call Ashley Furniture up until yesterday. The person I talked with, Maria, indicated we may had been the ones who broke the furniture when we brought it home. (what about the upholstery being installed wrong, did we do that also?) I was really stressed out over her comment and I talked with several other supervisors with no help at all. I had already, prior filed a report with the BBB. I had contacted our attorney and was getting ready to do what ever we needed to do to get this solved.

I called Furniture and More again and talked with the floor supervisor who was very nice to me. She called me back in 15 min and said they would come and get the furniture on Monday May 14, 06 and give us a refund. This is what I had requested when we received the broken furniture. It could've saved a lot of stress instead of letting this go on for 6 weeks. So, now I am waiting for Monday to come and see what happens. However, I will never purchase anything from Ashley Furniture or Furniture and More.
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Posted by littleone on 2006-05-27:
Please post your response to what will take place on Monday,because,I have a living room set and the mattress that came with the set was stains and holes in it and the next mattress they had sent has no support,I also file a complaint with the better business bureau,my next step will be to file legal charges.
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Lying Salespeople, Careless Management
Posted by NeverAgainISay on 12/14/2005
GRAPEVINE, TEXAS -- We were told by the sales associate everything but one piece of our furniture would be delivered to us within a week and they would call when the last piece was ready to be delivered the following week. This was important because we were having people over this coming Saturday (2 weeks from purchase date) and needed to have a place for them to sit. We asked several times if he was sure and we were told that they WOULD ship what was in stock currently. He also told us that the one item that was out of stock was probably a computer error and that he was sure we'd get everything the first week.

After calling today, I'm told they will deliver it Monday when the last piece arrives. Talking with Sean, the manager of the Grapevine Ashley's Furniture, he could care less that his sales associate lied to me. He repeated over and over that I signed a 2 week delivery date so that's what I would get, regardless of what the associate said. I pointed out repeatedly that the associate lied to make the sale and that I had another set ready to go at another company that guarenteed delivery until his associate lied to me, and he just skirted the issue as if he could care less! I would LOVE to send my furniture back if it wasn't for their 30 (THIRTY) % cancellation fee. Give me a break!
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Horrible Product, Horrible Customer Service
Posted by Swtcajun57 on 07/29/2009
HUMBLE, TEXAS -- My husband, myself, and two family members went into Ashley Furniture on 07/05/09. My husband and I purchased a living room set, sofa, loveseat, recliner, 3 end tables, sofa table, coffee table. I had moved several different coffee tables in front of the sofa set to see if I liked it with the set. I was unsure of the final one so Betty told me that I could have it delivered and if I did not like it no problem, I could send it back. I was paying cash so I ask her how long would it take for a refund since it was cash, she stated that refunds were processed on Thursdays and checks cut on Friday. We were Sunday so I figured I had time to figure it all out since furniture was being delivered on Monday. Furniture arrived on Monday as promised. However, I was talked in to paying the 99.00 delivery fee because the delivery people would come in, assembly all tables for us. We do not live far from the distribution center, approx. 30 minutes. Since things had to be put together, we paid for the delivery. Well, when the furniture arrived, it was not in boxes, not wrapped with blankets or plastic, just simply stacked on top of each other in the truck with no protection at all. The tables were not in boxes and no assembly was required. Two of the tables were damaged.

After the movers left, my husband and I started arranging the furniture. The quality was horrible. The living room set was not the same quality as what was on their showroom floor. Remember I lifted and moved these coffee table and end tables in the store. They were no were near the quality, much lighter. I was shocked. I called the next day to talk to someone regarding some of these issues but the person we needed to speak to was off. To make a long story short, after one of the managers hanging up on my husband, we instructed Ashley to pick up all of the furniture we would go somewhere else to buy our furniture. We were told it would take a week before someone could pick it up. Then our refund of 3300.00 would not be processed until that following Thursday. My husband and I went up to the store on 07/16/09 to make sure the refund was being processed correctly, because they conveniently kept forgetting about the Montage for 298.00 we paid for - an insurance on the furniture. Once we got that all straight we were told to expect our check in 7-10 days. Well, today, 07/29/09, I call to check on refund. I was told that the check was put in the mail on 07/20/09.

Now mind you, they were very quick to let us know it would take every bit of the 7-10 days. But now, they are trying to say that they mailed it out 2 days after it was processed. Needless to say, no check has arrived here. Trust me, I have been at my mail box every day waiting on our 3300.00 refund. I have requested that they stop payment on the check (I know it was never issued yet, nor mailed to my home). I told them to send it to their store in Humble and I will pick it up, I was not going to play these games that it got lost in the mail again. I should have it by Friday but we will see. I will never set foot in their stores again. I have also talked to some delivery people that used to work for Ashley and Fingers - they have confirmed that the quality you receive at home is not what is on their showroom floors. I personally can't believe that they left that furniture in my home for over a week being used, then are going to take it back to their warehouse and sell it to someone else as brand new.

Makes me wonder since it was not wrapped nor covered when it was delivered to me - where it was before I got it. We went to Rooms To Go - got much better quality of furniture for a better price. Delivery was great - everything was wrapped - and the guys were very courteous. MY ADVISE - STAY AWAY FROM ASHLEY FURNITURE. I will update when and if I get my refund check like promised.
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Posted by Soaring Consumer on 2009-07-29:
If they don't return the money, file a suit in small claims court against the store.
Posted by Peggy1234 on 2009-08-03:
I'm going through the same thing with Ashley right now. We purchased two chairs at their Sugar Land, TX store. I, too, thought it was stange that the chairs weren't even wrapped when the pulled them off the truck. One of the chairs broke within the first hour of use, so we went back to the store the next day to inquire about returning both chairs with their "14-Day" return policy. They said to call customer service, as the store doesn't handle returns. I called customer service, and they said it might take 8 weeks for someone to pick them up. I have a sinking feeling that I'm going to be stuck with these two inferior chairs.
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Posted by Bestesq on 04/25/2009
ROSEVILLE, CALIFORNIA -- On January 11, 2009 I purchased a living room set. I was given an estimated delivery date in writing of January 28, 2009 but was also told in writing that delivery could take up to 6 to 8 weeks. I started contacting Ashley about 4 weeks after the purchase and was initially told call back in six weeks from purchase date. Six weeks after the purchase I contacted Ashley and was told to call back at 8 weeks but that the furniture should definitely be in by then. Each week thereafter I have continued to call Ashley and am told of a 'new' expected date. That they are all caught up with the orders up to the week prior to my purchase (that representation was made almost 4 weeks ago now). Now, there is just no explanation provided upon request other than it is expected to ship by the end of next week. Although I have repeatedly requested to speak with the manager he is conveniently on the showroom floor and will "call me back". I'm still waiting for that call and my furniture.

For all you who are considering a purchase from Ashley, remember you pay for the purchase at the time you sign the contract and they have the use of your money as a float to operate and run their business. Consumer Beware!
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Posted by Anonymous on 2009-04-25:
Ashley gets a lot of it's furniture made in places like China now. It may be a case of "it's still on the boat". But after four months I agree they have had more than enough time to make it, find it or ship it from where ever it's coming from. Maybe Tammy from Ashley will come by and give you her contact info. Best of luck to you!
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Junk Furniture
Posted by Leigh 26 on 03/13/2011
8823 PULASKI HWY, MARYLAND -- I bought living room furniture on 1-4-11 .. it took 3 weeks for delivery. I was so happy to get it, after the man came in and set it all up for me, I started to clean it up the room and I noticed all the damage on ALL the tables. (coffee table and two end tables)And also the sofa, I called the store immediately.. they said somebody would call me back within the week. I waited and never heard from them, so I once again called the store. I've been hearing the same thing for about 8 weeks now. "we will call you by Friday" So now what do I do? My husband is disabled and we have saved for a long time to buy new furniture.. I am so pissed off that this problem has been put on hold for so long now. Just yesterday the sales person who sold us the set called and said someone will be here this week but he could not give me a time, he did say it would be some time on Wednesday. I guess we will see (ONCE AGAIN) The tables are not repairable, there are gouge marks in the wood and nails coming through the side of our sofa in a few spots in which my infant grandson has bumped into or leaned up against and has gotten hurt. We should not have to be scared of the children in our home getting hurt on brand new furniture. The lamp shades are bent and broken, they also say they can repair them as well, I don't think so! I want brand new lampshades and tables.

When I went to the store with my lampshades the salesperson said "We can give you the floor model lampshades" I PAID for brand new lampshades to be sent to my home, not the ones that are in the store for people to look at, test out, and use. I did not buy second hand furniture and will not have someone fix something I paid hard earned money for. I want new lamp shades and they did eventually call me back and say I will get brand new ones. But when? On the rate were going, I never know when I am going to get new lampshades, tables, or a sofa. Or if it will even happen. Ashley Furnitures Policy is that they will immediately come out to fix/repair/or replace any damaged furniture.

In this case I DESERVE a replacement of brand new furniture since all of these damages were done before I even received any of the merchandise. Me and my husband have experienced mental anguish because of this wrongdoing. And Ashley Furniture have been quite stoic during this whole process and its unexcusable and all I am asking for is restitution or the furniture replaced in a timely matter. And the workers when I call do nothing but give me idiosyncratic responses to my concerns. All I want as the consumer is what I put my hard money out for and in a timley matter.
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Posted by Alain on 2011-03-14:
If your looking for any type of customer service from Ashley you're liable to be waiting for a very long time.
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Absolutely do not buy from this company
Posted by Zenyattafan on 04/07/2010
HELENA, MONTANTA -- We just bought a new house and wanted new living room furniture. Unfortunately we chose to go into Ashley Furniture in Helena, MT instead of one of our local stores. On 1/15/10, we paid $1000 for a couch, coffee table and end table. We were told by the salesman that it would be 6-8 weeks for this to be delivered. While I thought this was outlandish for a delivery time, we had already spent a couple of hours picking out the stuff we wanted so agreed to this. Six weeks into our wait, I called the store to see if they had an approximate delivery date. I was told our salesperson no longer worked there and this person I was talking to said there was nothing in the system yet as far as a delivery date. He said he would add us to his call list. Two weeks later, no call from anyone - we're 8 weeks into the wait time. I call the store again and get another person. She looks up our info and again I'm told that there is no anticipated delivery date yet. I told her I wanted to cancel the order. She tells me that all cancellations have to be approved by the store manager (who's never in or available) and that we would be subject to a 20% restocking fee. I inquired why there would be a restocking fee for something that hadn't even been shipped yet. I received no logical explanation. I waited two more weeks, went to the store to see a manager. None available. Talked to another salesman who looked our order up in the system. He said that because we order things that were new designes, that Ashley sits and waits to see how many are ordered, and then puts them into production at a later date. Our furniture had not even been built yet!!! He also could not tell me when our order would be shipped. I again stated I wanted to cancel my order and was told that I couldn't because they had already paid Ashley Furniture for the order and that Ashley would not give them the money back. I told him that this was ludicrous and there was no way that was true. He then told me again that it had to be approved by a manager and that there would be a 20% restocking fee (for something that hasn't even been built yet!). He said he would work on getting me some sort of discount on my next order to make it right and that he would put me on his call list. It has now been 12 weeks, still no call from anyone and no discount card. This is the worst company I've ever done business with except Capital One. And that says a lot.
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Horrible Customer Service and Product delivery
Posted by Kristin530 on 04/25/2009

I have to share my TERRIBLE experience with others so that they do not make the same mistake I did by patronizing Ashley Furniture. On February 18th I purchased a living room set (Sofa, love seat and 3 tables). At the time of purchase they informed me that it would be 6-8 weeks for delivery (something they assured me was an industry standard).

I decided to live with the 6-8 week delivery time line even though that would mean I would be living in my new apartment for a month without any living room furniture but I figured I could tough it out. At the time of the purchase the sales associate forgot to notify me that the set I had purchased was on back order. At 7 weeks I called to store to inquire about my purchase and the sales associate informed me that my order had been shipped and would be in the Ashley warehouse in my town on that Friday 4/10. He said that they deliver 7 days a week and they would call me Monday to set up a delivery time. Monday rolled around and I didn't get a call so I called Monday evening, no answer so I left a message. Tuesday comes and goes no call. Wednesday I call again no answer I leave a message. In the mean time I decide to physically go to the store to see how busy they are that they can't answer the phone or return a call. Not one customer (as is usually the case in Chico) was insight but I saw at least half a dozen sales associate (no one acknowledged me). When I went to explain my situation to the woman working at the sales desk she had no apologetic words for me. All she did as ask me my name look up my order and inform me that my order was still on back order after 8 weeks of them having my money clear and free.

She didn't apologize for the lack of communication of the sales staff, to inform me of the back order or the fact that their sales staff was so poorly trained that they were telling me that my order should already be in. She offered to leave my information for the owner to check on and call me to let me know when I could be expecting my order.

He called me a couple days later and I explained my regret for doing business with his company as well that I was going to be telling others of my negative experience. All he offered was a sorry and that it was going to be another 3-4 weeks before they would have my furniture to me. So Ashley Furniture will have my money free and clear for over 12 weeks before I hopefully see my furniture, but I am not holding my breath. In addition I am still paying $85.00 in delivery fees. It has been so long since I have ordered the couches and tables I don't even remember what they look or feel like. Today is 4-25 and it will still be another 2 weeks before I see my furniture.

My advice go to a local furniture store they only take a percentage like 20-40 percent upfront and you pay on delivery (many offer free delivery). This is a huge motivator from them to get you your furniture because they don't get paid until you get your items. I wish I would have thought about paying a little more for the cost of the couches, I would have received better customer service and I would actually have my couches by now.

In economic times like this you would think that companies would focus on customer service to retain the customers they have and to create good buzz about them but I guess Ashley doesn't care.

Another frustration: the website doesn't offer an corporate address to write a formal letter or a customer service/complaint line; for a big corporation that is very unprofessional.
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Posted by Anonymous on 2009-04-25:
Ashley Furniture Ind.
Ashley Furniture Industries
One Ashley Way
Arcadia, WI 54612 US

Phone: 608 323-3377
Posted by Anonymous on 2009-04-25:
Super, do you think we should put out a missing persons report on Tammy? She hasn't been around for a while.
Posted by Anonymous on 2009-04-25:
who is Tammy
Posted by Anonymous on 2009-04-25:
She use to go onto all of the Ashley Furniture complaints to give the OP's a warm fuzzy feeling that she would take care of their problem if they would contact her. Funny thing is I don't think any of the OP's ever came back to say that they had their issues resolved.
Posted by Anonymous on 2009-04-25:
Well with all of the complaints about them, they are going to need all the PR damage control reps they can get.
Posted by Anonymous on 2009-04-25:
I was actually pretty proud of myself. Last weekend one of my neighbors was looking for a dining set. They thought about going to Ashley and I suggested they look up all of the reviews on this site first. They changed their mind real quick. This site really works!
Posted by BokiBean on 2009-04-26:
We need a "Tammy" for several of these corporations that get constant complaints!
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Great Experience with Ashley Furniture Altoona, PA
Posted by Mmonko662 on 10/01/2007
ALTOONA, PENNSYLVANIA -- I read many of these reviews before purchasing from Ashley. I'll admit I was very nervous when we ordered a living room set and bedroom set from our local Ashley furniture store in Altoona, PA.

I am very pleasantly surprised at the service and quality we received. At the store, the salesperson was very personable and professional. The customer service group over the telephone was good - they didn't always have an immediate answer for us and were sometimes confused about the questions we asked, but in all fairness,they were very friendly and got us answers.

Delivery was prompt and the delivery guys were excellent. They were friendly and made sure everything was in place. Our experience was A+!

As a note, I did a little research into why there were so many complaints with Ashley. As it turns out, Ashley has become one of the largest retailers of furniture in the U.S. by franchising its name and products. What happens is that anybody with the money can purchase the franchise rights to sell Ashley furniture. As in any business there are good and bad businesspeople. As I researched the store in Altoona, PA I found out it was franchised by a very reputable furniture company from Pittsburgh PA. I'm now not so surprised at the positive experience since I now know that the Altoona Ashley Furniture is independently owned and operated by a reputable company.

My advice to anybody looking to purchase from their local Ashley home store is to check the Better Business Bureau website. Some Ashley furniture stores ARE members of the BBB (as was the one from Altoona) and others are NOT. Just out of curiosity, I checked some of the stores that have a lot of complaints on this site, and they were not members of the BBB and had many complaints filed with the BBB. So a little homework on our part as consumers can go a long way.
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Posted by ejack053824 on 2007-10-01:
Post back here when the furniture falls apart. Thanks!
Posted by Anonymous on 2007-10-01:
I think Ashley has people making these posts. Just M3C.
Posted by Anonymous on 2007-10-01:
Posted by Anonymous on 2007-10-01:
I think you are spot on, Superbowl
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Looks Really Nice if You Dont Plan on Using It
Posted by Llquidkiss007 on 06/12/2013
ILLINOIS -- Bought a gorgeous sectional looks great. If you don't sit on it for long. Cushions flatten and feels like your sitting on something old flat and hard. Forget laying around on it wit. Any comfort!!! Seating to narrow from back to front you roll off! This was supposed to be bought for the family to all have room to sit and watch TV together, and no one wants to sit in the living room anymore.. and it wasn't some of their cheaper priced stuff.. I'd never let anyone I know shop there, unless I hate them! Be wish shop elsewhere...
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