BRENTWOOD, TENNESSEE -- I bought a living room set in November. Delivery was set for mid December. The first attempt the couch was ripped and we sent it back. The 2nd attempt the same thing - ripped. They left the couch so we had something to sit on. The 3rd, 4th and 5th attempt were all the same - rips in various place on the couch. The 6th attempt was caught at the warehouse and they never delivered it. I called multiple times. Most calls were ignored.
I asked for a refund and was told all sales are final. (Mind you, I have yet to receive my couch.) They then offered a 30% discount to keep the ripped couch. Do not buy from these people. THEY SELL CRAP FURNITURE ONLY TO BE SECONDED BY THEIR TERRIBLE SERVICE.
GLEN BURNIE, MARYLAND -- We had a flood in our home, so we had to replace our living room set. We went to Ashley Furniture Store in Glen Burnie, MD 21061. We purchased a living room set. We were told our living room set would be in on the 13th. I called in on the 12th to see if it was still coming in on the 13th or perhaps it is already in. The girl said it will be in on the 13th.
So I called today which is the 14th of November and was told it wouldn't be in until December 9th. So I told the girl, "well can I get my money back because I need a set before the holidays?" She said, "Yes but you will be charged 10% for getting your money back..." I said, "Why will I be charged?" She said, "Because it says in the contract 2 to 8 weeks." I said to her, "But this is your fault, for telling us it would be in on that date." I said, "The salesperson promised us that it would be in. I don't think it is fair that we have to pay 10% after being lied to not once but twice." All the manager would say is, "Your contract says 2 to 8 weeks."
EUREKA, CALIFORNIA -- Purchased vinyl set so pet hair wouldn't be a problem BUT the quality of the vinyl fabric was horrible. Started to crack and peel after 1 year of use. Structure is solid and holding up great but choose anything other than vinyl! Poorest grade vinyl I have ever seen!
DAYTONA BEACH, FLORIDA -- Just wanted to compliment the BEST SERVICE AND EMPLOYEE on our visit to the Ashley Furniture Store located in Daytona Beach, Florida!!! ''Throck" was by far the best salesman ever!!! He came up and introduced himself and pointed us in the directions needed for what we were looking for. He came to check on us every once in a while to see if we needed any extra help or questions... We didn't... but when we were ready to talk and decide... he was amazingly helpful and explained the products for us to think about!!! He was not pushy as some sales people can be. He was friendly and very helpful from the minute we meet him!
If you ever go to Ashley's in Daytona... I recommend you ask for "THROCK". He's down to earth and very knowledgeable about the furniture. Thank you "Throck" for a nice afternoon. Can't wait for my new living room to arrive!
FRESNO, CALIFORNIA -- I had some furniture I bought 2nd hand from Ashley and really liked it so I decided to buy some office furniture but when I went to the showroom I fell in love with a living room set which consists of love seat, electric recliner and a manual recliner and also a cocktail table that open up and has storage and a media end table that lifts up and stores our electronics to charge them. Anyway after 4 months the media end table started getting more hard to open and wouldn't close right. Then last week it bent at the hinge and pulled away from the wood (I heard the cracking sound) so realizing that it was just a defective table I called Ashley and submitted my pictures, etc.
After a week I hear NOTHING so I called them back and they say, "It is normal wear & tear not a manufacturer's defect." WHAT??? This stupid table literally fell apart in less than 5 mos. So they are going to do a "courtesy call to fix it" after they order the parts which will take about another month.
So the week I waited to hear something about my claim was just wasted time. So NOT going to buy the office furniture now! They don't want to admit any fault at all. I can just imagine how this "fix" is going to turn out. Over $2000 spent there being my first time and now my last time ever buying from them. I never would have imagined the way the sales people bragged on their "quality" furniture and their warranty that I would be treated like this by them.
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 lampshades 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 lampshades and they did eventually call me back and say I will get brand new ones. But when? On the rate we're going, I never know when I am going to get new lampshades, tables, or a sofa. Or if it will even happen. Ashley Furniture's 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 inexcusable 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 timely matter.
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 ** 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 nowhere 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 mailbox everyday 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.
CHICO, CALIFORNIA -- WORD OF WARNING!! 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 timeline 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 meantime 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.
PEARLAND, TEXAS -- As of this date 03-13-2011… I am having a terrible experience after making a purchase at ASHLEY Furniture store in Pearland. My daughter applied for credit to purchase the living room furniture that was on sale at the Pearland Store but her credit was denied because lack of credit. It was the last day of the sale so I decided to purchase the furniture for her and charged the entire purchase to my credit card.
I never asked for credit nor did I pay for half and bill me later. To do something such as that you have to apply for credit I never did.. I gave them my card and said "put it all on my card." As an appreciation for purchasing my furniture and paying for it the store manager gave my daughter a plaque that was on sale that she wanted for her room. I then picked up my own furniture to avoid delivery charges and everything was great.
Here comes my bad experience... It took the clerk forever to input the items on the computer. She told me she was having problems because the computer kept going down... I said "do what you have to but make sure my invoice is marked paid in full..." She said "it did" and she showed me the paid in full on the invoice. Seems that the invoice was divided into 2. One with the items I was carrying out... lamps, rug, and the plaque very clear said paid in full and then the other invoice so that I could pick up the furniture... Never in my wildest dream would I imagine that I would run into any problem.
I picked up my furniture brought it home but the sofa had a break in it which we didn't catch because they were wrapped up and we did not unwrap it because it looked like it might sprinkle on the way home... It did not so we were safe. I called and since I picked it up I had to go back and exchange....Bummer!!!! So I did and everything was fine... I was happy with my purchase. UNTIL approximately six months later I started receiving mail from ASHLEY. Since I was not interesting in buying anything else, my response is to trash it as junk mail. Later I get another so I decided to open it to see maybe there was a coupon or something...
It read SECOND NOTICE. Not me but my daughter who was denied credit had a balance due. NOTE she never bought anything because her credit was denied. Assuming this letter was for me because my daughter and I have the same name spelled a little different, I called. I was told I had a balance I said “NO!!! I PAID IN FULL!!!!”…The person that answered said he would look into it and get back with me... THAT NEVER HAPPENED.... I now have a THIRD NOTICE!!!! I called and complained again. This time I think a supervisor gets involved... Does it get cleared up...NOT YET, still complaining...
My next step is to report this incident to the BBB because I refuse to get charged twice and then get threaten that they will pick up my furniture for the mistakes they make yet my credit card got charged for the SALE purchase price. And by the way my credit card balance is now -0- because I paid that off to avoid interest charges... I would be more than happy to return this furniture but first I want my money back up front including my time and gas for picking it up twice and then for all the trouble they have caused me trying to resolve this matter which has not happened yet.
IF YOU EVER DECIDE TO BUY SOMETHING FROM ASHLEY, MAKE SURE THEY DO NOT HAVE YOUR NAME OR ADDRESS WHEN YOU PAY FOR IT CASH. Unless you're willing to have the same experience I am dealing with now.
SEWELL, NEW JERSEY -- My husband and I purchased a $2,000 living room set 3 years ago. The fabric on the cushions is wearing thin and now has holes in it. The warranty does not cover this repair. Customer Service was friendly and apologetic but said that's what happens with "wear and tear." After 3 years though? I would not buy furniture from there again as it is obviously low quality and they know it's low quality.