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!
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….
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 their 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. ** 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, **.
In the meantime I called Furniture and More several times, talked with the supervisor, left messages for **, 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 until yesterday. The person I talked with, **, 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 whatever 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.
ORLANDO, FLORIDA -- I went into my local Ashley Furniture a couple of weeks ago on a whim. I confess I had just bought a used couch and love seat at a second hand store that turned out to have serious problems (fleas, for one) because I didn't think I could afford a new one. I wish I had gone to Ashley's first. Imagine my surprise when I walked out an hour later with the perfect couch that was not much more than I had spent on the used set.
It was a costly lesson, but I would like to thank Ashley's for making it less painful than it could have been. The salesman, the clerk, the customer service phone personnel and the delivery were flawless. I don't often write a review. I have to be either very angry or very happy to do so. I'm thrilled to say I'm very happy this time :)
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!!
PURCHASED FROM REEDS, CALIFORNIA -- The entire Ashley's corporation is based on fraud. They don't stand behind their products. Never purchase their brand. I purchased their Dura blend selection, 27200. After 1 year, I start seeing cracks on cushion seats. I got them fixed by paying out of my pocket. Later on, the back seats and sides started to get crack as well in a way that the entire sets needed to be re-upholstered. Contacted Reeds where I purchased Ashley's brand and they referred me to the consumer affair in Ashley.
After talking to a representative, she told me that one year warranty has passed and nothing can be done. Basically, I paid greater than $ 2000 for this piece of garbage that only lasted me two years. What a scam!!! Never, purchase Ashley's Brand. Neither they nor the store (Reeds) where I purchased helped me out on this. I know for sure that I will never buy from them again. You should watch out.
HAWTHORNE, CALIFORNIA -- I bought a sofa last month. It's a month already and I haven't received my complete furniture. First they give me a date through the phone, then they called me again to change it. We sign the contract at the end of May. Since then they are being given me 4 dates. They came the first time and the sofas were different, then I went to the store and they try to calm me down by giving us the delivery money back, right there they gave me another date.
But this time they will just deliver one sofa, then they gave me another date but they didn't come, and I was OK with that I didn't complain. Then they came the next day to deliver the sofa, but this time the sofas was defective. I couldn't handle it anymore, so I spoke with the manager and he said we will call me back but he didn't. This is the most horrible experience I ever had, buying something at Ashley furniture. And this is my first time going to this store. They are just full of excuses. Before you sign the contract they look at you with respect and attention, after you sign forget about you. That is the way I'm feeling right now, very disappointed.
LAGUNA HILLS, CALIFORNIA -- Over a month ago I was interested in a 3 couch leather living room set and 14 piece tables and accessories. The salesman told me he only had a few left in stock before I bought. I was informed I would receive it all about 20 days after I bought them because that was their earliest delivery date available.
The day of the scheduled delivery date I received a call and was told I will not get all of my order on this delivery. They said they would not be delivering a couch, and a rocker/recliner at this time. When they showed up they brought it to my attention that they didn't have my tables either. They told me they would call me with a later delivery date.
At this point I have already gotten rid of all my old furniture in order to make room for the new stuff that was supposed to arrive. Later that week they called and set up a delivery for the rest of my stuff to be 13 days later. Just received a call the day before they are supposed to show up to inform me that it is going to be another 40 + days until I receive my couch, rocker/recliner and tables. That means I might get my furniture 2 and a half months after I bought it.
COLTON, CALIFORNIA -- I purchased a new living room set and it is the worst quality I have ever seen. The sofa recliner was broke. I had a tech come out and the tech told me that it happens all time. I also spoke to him about the tables I purchased. They were not cheap and he said they're all always flaws in them. Wow, I was shocked. My coffee table which I spent many hundred dollars for is not defective. I was told it was wood however it was not as the bottom piece is now coming apart and you can tell it something just glued on.
WOODRIDGE, ILLINOIS -- I ordered a living room set from Ashley furniture (a couch, an ottoman and two accent chairs). I purchased the furniture in February of 2012. The couch was delivered two weeks later. The ottoman was delivered four weeks from the date of purchase. The two accent chairs were not delivered until four full months after the date of purchase. How is this even possible? Is there anything in the world that still takes four months to produce and deliver? Of course, I was told it would take one month for the delivery to be made.
Oops, I guess they were a little off on their estimate. Am I the first person to have ever ordered these chairs? Is this the first time the chairs had to be delivered to a house in the Chicago area? How can a company stay in business if they do not know their production and delivery schedule? Really, what type of business are they running? This is horrendous customer service!