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Ashley Furniture Living Room Sets Consumer Reviews - Page 2

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Horrible Product, Horrible Customer Service
By -

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.

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Horrible Customer Service and Product delivery
By -

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.

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Never Buy From Ashley Furniture Home Stores
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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 cannot do anything about them except of adding a color 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 left corner leather at bottom - wrinkled leather in right arm. Love -small rub marks on both corners of wood squares that feet attach to small scar on inside back panel -falls within manufacturer's 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 cannot 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 cannot 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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Annoyed to the Extreme
By -

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.

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Ashley Furniture -- Taking the Plunge...
By -

KENOSHA -- Okay first time poster. My wife and I were in the market for a new living room suite. So I spent some time visiting local furniture shops as well as online. We narrowed our search to Ashley Furniture (Kenosha). After reading negative reviews here we were understandably hesitant.

After visiting their showroom a few times however we just found we liked what they had to offer (and the price) over what other local stores were offering. So we crossed our fingers last week and went in and selected our furniture. IT helped that we learned a neighbor had bought his furniture at Ashley last year and reported he was happy with his purchase. Still I'm nervous and hoping I didn't screw to pooch on this one. ;) So, I thought I'd post my experiences here as the process unfolds and update things until finally delivery. Going into this thing skeptical but hoping it all works out.

We were given a split shipping option. The Sofa/Loveseat to be delivered March 5th. And the recliner we chose on March 29th (which I opted to pick up since we live about twenty miles away). Of course I took those delivery dates with a grain of salt. When we left the store I told the wife it would probably be early April before we saw the furniture. Which is fine with us -- we just prepared ourselves for a late delivery based on what we've read here.

Well this morning surprise surprise. They called to say the Recliner was in and they'd be delivering it along with the sofa/loveseat on Wed. (March 5th). I was floored. Not only is the Recliner in early (hoping it's not somebody else's returned item) but delivery is right on schedule (so far). Course we're probably 20 to 30 miles from where they build the furniture but I figured there'd be a queue/line and that that wouldn't really save much time in the process.

The salesman we spoke with at Ashley DID tell us they'd gotten a better handle on shipping/construction and were working toward a 1 week turn around time. So I give him marks for being true to his word. Course they still have to actually show up on Wed. But so far so good. I'll update after the furniture arrives and let you know if it arrives undamaged and is up to spec. I'm a bit worried about that recliner suddenly popping up three weeks ahead of schedule.

I will say I was impressed with the Kenosha store in general. The salesman who latched onto us as we walked in asked us what we were looking for. We told him and he led us to the area where the furniture we were interested in was arranged. Then he politely excused himself and said he'd leave us to decide what we liked and would be back.
No high pressure or breathing down our necks.

By the time he had returned we had a list of questions which he answered. In fact he steered us away from the first set we had our eyes on when he learned we had kids/pets to another set which was actually a bit cheaper (but more stain resistant fabric).

Not sure what other Ashley stores are like but we really appreciated being able to browse and talk amongst ourselves without a salesman in tow. That was my biggest worry going in -- that I'd be pressured to upgrade to this or buy this package or that. Again I'll follow up on Wed after we accept delivery (knock wood).

A few things: I knew of the 30% restocking fee after reading of complaints here. And nobody bothered mentioning that when I made my purchase. I DID catch it on the little folder they give you to put your paperwork in and it's in small type. I think they could point that fact out as a general policy -- just to help avoid surprises. I also checked the Better Business Bureau on this store in particular before going in.

According them the store has had 131 complaints in the last 36 months -- 90% of those 'resolved' with the remainder 'administratively closed' for whatever reason. That breaks down to 3 complaints a month. Which doesn't seem too bad for a store apparently doing so much business. Bottom line they were in good standing with the BBB so I took that into account. UPDATE: See my update in the comments. Furniture was delivered as promised on the 5th. So far so good.

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Nice Business
By -

Gee, where do I start... My husband and I purchased a lovely bedroom set and two living room chairs from Ashley about a month and a half ago. At the store we were told by our sales rep that all their furniture was not made until the time of order. Since the furniture had to be "made" and shipped from NC, it would be 14-17 days until we received it. Cool. Now we have to paint our bedroom. We ordered the furniture on a Saturday so they told us the order wouldn't be processed until Monday. Okay, fine. I get a call the Thursday after we ordered it and they said it was in. What? It had only 4 days!!! I thought the stuff was "custom made"? (Lie #1)

Thank goodness we didn't wait to paint our room. That's not a big deal. Well, when they called to schedule a date to deliver (on that same Thursday), my husband asked them to deliver it the day after Thanksgiving. They said fine. I get a call on that Saturday and said the furniture was being delivered on Sunday. I said “No, we have it scheduled for the Friday after Thanksgiving.” The lady on the phone said if we wanted it delivered on Friday, we would have to pay a rescheduling fee of $40. What? My husband tried explaining to the girl that we did not schedule it for Sunday, but Friday.

After a while of trying to get it through her head, he asked to speak with a supervisor. The supervisor gets on the phone and the first he says is "Yeah?" My husband says, "Do you have an attitude?" The supervisor responds with "No, but it sounds like you do..." Nice customer service... My husband was shocked! Anyway, they said they would "waive" the $40. They obviously still did not understand we were not rescheduling. Okay, now it's time for the delivery... The FIRST time they were there, they came in and set up the bedroom furniture. Everything turned out okay in that aspect of things. However, there were the two chairs.

They weren't really expensive, but they were a couple hundred dollars a piece. They brought the one in and it was fine. When my husband unwrapped the second one, it had a huge black ink spot in the middle of the cushion (the chairs was red). It was very noticeable. Needless to say, we did not accept that chair and requested a NEW one. They came back out a second time to deliver our chair. It was the exact same chair with the same ink spot. The driver told us that it's the way they were made. BS!!! We have the other chair with no ink spot. Once again, we refused it.

This past Sunday, they came out a THIRD time. Guess what, SAME CHAIR!!! They tried to deliver the same damn chair 3 times. What the hell? My husband will be calling to go off on these people. That is just ridiculous!!! I know it's not the driver's fault, but geez... I can't wait to hear their response to this (if we even get one). So it's been a month and a half and still no second chair. We will never buy Ashley furniture again!

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Steer Clear Of Vinyl
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FURNITURE, NEW YORK -- The living room set that we purchased fell apart shortly after I purchased it. Even though I spent over $200.00 on a warranty, they would not honor it.

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Worn and Tearing 3 Year Old Cushions
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Rating: 2/51

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.

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Bought 2 Sofas and 1 Chair & Ottoman
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRANDON, FLORIDA -- Spent $2,500 on 2 Sofas, 1 Chair & Ottoman and it is junk. Only my husband and myself in the household so not sat on very often. Bought warranty and they wouldn't honor the problems with it. All pieces except the ottoman have peeled like a orange. When we bought this furniture we expected good quality for the money we paid. We were actually told the furniture was a good leather. Ha, Ha, Ha!!!

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Ashley Furniture Living Room Sets Rating:
Star Star Empty star Empty star Empty star
1.9 out of 5, based on 29 ratings and
66 reviews & complaints.
Contact Information:
Ashley Furniture
One Ashley Way
Arcadia, WI 54512
608-323-3377 (ph)
www.ashleyfurniture.com
customerservice@ashleyfurniture.com
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