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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:

Hello,
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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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:
lol
Posted by Anonymous on 2007-10-01:
I think you are spot on, Superbowl
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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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Misrepresentations
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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Super experience with Ashley Furniture
Posted by Eddiebayba on 02/20/2014
MELBOURNE, FLORIDA -- Super experience with Ashley Furniture. We got a fantastic price on a sectional, ottoman, and two end tables. Ashleys worked with us for delivery and met our time table. From start to finish, an easy process, very painless, and very pleasant sales staff. In the end we got lovely furniture at a great price that we are very pleased with. The quality seems very good and we love the way it fits our décor. We will definitely visit them again when looking for furniture.
     
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Never Buy From Ashley Furniture
Posted by Eddiesanchez1965 on 12/07/2013
WESTON, FLORIDA -- Never buy from Ashley Furniture, We went to purchase a sectional, and a daybed for my 5 year old daughter. I provided a drawing of what we needed. The sectional came and the chaise part was on the wrong side, I told the delivery guys this is not what we ordered. We called the store and the manager proceeded to tell me it was my fault and I would have to pay a 200.00 restocking fee. I told him that his saleswoman took the order wrong and I was not going to pay. The delivery guy had to call customer service on our behalf to have it returned free of charge.

Then he told me that he could not get me the one I needed for another two weeks because it was out of stock. The manager told us that as long as we did not give them a bad rating he would make sure we get our chaise very soon and he would follow up with us. Then when I went to my daughters bedroom we notice that they must have run out of bolts and used different ones to put the bed together which looks ridiculous on a white day bed. Then we notice that the part of the sectional they did leave, one of the cushions did not belong to that set. Wow talk about a total screw up. Two weeks went by and no chaise and no call When we called customer service to see where our chaise was that we were promised would probably be on time if not earlier, they didn't know why no one called us to say they needed more time.

At this time I went ballistic, we had a birthday party scheduled and we would not have our new furniture on time, it has been one of the worst experiences. The sad part is that we bought everything cash and we were planning to buy a dining room and bedroom set as well cash. That is never going to happen and I promised myself that I would do everything in my power to get the word out of the terrible service and experience they have been so gracious to provide. Horrible!!!!
     
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Poor Workmanship
Posted by GOLDCHEVY75 on 08/10/2013
You may get a good deal but I had not one but two purchases in 2012 and 2013 where they had to have a repair person come out on mutiple visits to fix what was suppose to be new. In one case they had to sand and spray paint in the living room the TV center that was scratched up from delivery!

DON'T BUY FROM THEM AND IF YOU DO AND IT'S SHIPPED WITH DAMAGE DON'T ACCEPT IT!
     
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Posted by Susan on 2013-08-10:
Ashley furniture is only known for cheap prices and like quality furniture.
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Lies And Unethical
Posted by RGCOUNSEL on 07/26/2013
SUNRISE, FLORIDA -- We purchased a living room set and dinette table. The assistant sales manager and another salesperson guaranteed a new sectional would look as if it was closer together than in the showroom. They said showroom merchandise was used and the gap shown would not be with ours.

When it was delivered there was not only a very wide gap between the two pieces (which are in the middle of the room), but the back looked awful (not at all flush/smooth), and there was a wrinkle near the recliner mechanism on the left side. The table had numerous dimples in it as well. I called the assistant manager who told me to sign for it and they would correct it. I read their policies and realized if signed and accepted it was mine forever. I indicated I would send back since it was in awful condition. On a follow-up call the assistant manager finally agreed to return my money except he charged me $263 for a restocking fee, and delivery; despite the merchandise was embarrassing at best. I also paid $100 cash to the driver just do move my furniture out of the way, bring in theirs, and then return mine.

I disputed my charge and suggest others do the same. I am also going to seek an attorney if necessary to take an action against the company and recommend the other 1000+ reviews on this site do the same as well....Or go to small claims court. Will also complain to BBB, and other agencies.

It's incredible that a company with as many complaints as it has stayed in business or is allowed to stay in business!!
     
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Posted by trmn8r on 2013-07-26:
Agreed. It is amazing people continue to shop there also.

I don't know their policies, but it may be difficult to prevail on the restocking fee - good luck.
Posted by Saltiesue on 2013-07-31:
I don't know how they can charge a restocking fee, when they delivered inferior furniture(no surprise!!!) hopefully your credit card company will make them give back all your money. Send them copies of all the reviews of unhappy people
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