BUFFALO, NEW YORK -- I have to start out by saying that I was skeptical about purchasing anything from Ashley Furniture, based on reviews I read. In spite of the negative experiences people have had with furniture delivery, I decided to take a chance anyway. I had been looking for just the right couch and oversized ottoman. My search took me to every furniture store in the Buffalo, NY area with no luck except at Ashley Furniture. Ashley was one of the first places I looked. About 15 stores and 2 months later, I ended up back at Ashley.
The reviews were bad but after thinking about it, I decided that you usually only find bad reviews about a company because only the dissatisfied customers write reviews. My thought is that for every one bad experience someone has there are probably hundreds of good experiences you never hear about. Well, I bought at Ashley anyway. Our salesman Steve checked availability and estimated delivery and informed me that the items I wanted were in their regional warehouse and would arrive in Buffalo February 9th. To my surprise it arrived February 5th instead. Ashley called me while it was in transit to arrange delivery.
I could have had it delivered February 6th if I chose, but it was more convenient for me to have it delivered February 12. They said they would be there between 2 pm & 6 pm. At 3 pm I got a call from the truck driver telling me they would be there in 5 minutes and they were. I knew there was going to be a tight squeeze to get the 109 inch couch we bought into the house, and it was. However, the two delivery men got it in with absolutely no damage to the furniture or the house. They had about a 1/2 inch to spare. It even involved lifting that heavy couch over their heads. I am completely satisfied with the furniture and delivery.
MEDFORD, OREGON -- I purchased a reclining couch and love seat set, a recliner chair, and an over sized ottoman from Ashley Furniture early 2006. When it arrived the recliner was dysfunctional. When you sat in it, it fell forward almost throwing you out. The ottoman had a tear in one of the four top cushions. The love seat had a back panel that was sewn wrong and displayed the underside of the unit.
We called in these issues and they sent a serviceman that was rude, ripped the arm of the recliner and stated that there was nothing they could do for us. We contacted the sales manager who stated that he would take care of it. His idea of fixing things was to send this same rude service man that got ruder with each visit. These two additional visits happened several months apart.
Finally, frustrated beyond measure, I went down to see the customer service manager in person. Of course he did not remember me or my situation (right!), he finally agreed to order me a whole new living room set. Several months passed and several more calls were made with no word about when the new set would arrive. A year later with no word, I went down to see the manager again. He refused to see me and pawned me off on another assistant manager (female this time). A few months later a love seat arrived, it looked used and was worse than the one we had. A few months after that a recliner chair arrived that was also worse than the one we had. I refused both.
We did not hear from the store again for several more months. When I called they said they could not help us because they could no longer get that set. They did let us pick a new set that did not include the ottoman we wanted. I have had this new set for two months now and the cushions have all gone flat, you can feel the frame beneath and they say that our warranty is out as it was made clear that we were still using the warranty from the first set.
GAINESVILLE, FLORIDA -- Gainesville, Florida: We visited Ashley's about 3 times in 2 weeks comparing prices with other stores. Then there was an ad in the local newspaper that Ashley's was "selling out" in Gainesville and thank you patrons for being so good to them for "XX" amount of years. The wording made it sound like they were moving out of Gainesville. Yeah, great sale time we thought.
We, along with many others that had been there the previous weeks, were shocked with what they did. They put these large yellow papers on all the furniture with prices raised 2-3 times what they were the week before, slashed through the prices with a marker, and put a second price that represented the sale.
The sale price was still half or double more than what it was the week before on every sofa set we looked at. While my husband and I stood discussing this we would have others walk by saying the same thing about furniture they had been pricing from weeks before. When brought to the attention of the sales representatives they told us that the liquidators came in and set the prices based on the market value of the furniture (sold somewhere else in the US) and set the sale prices based on that.
In Florida it sold for $600 but California $1200 so it was based on California's price. People who had not been in the store had no idea what they were pulling on them. This was confirmed to us by an Ashley Distributing Center in Ocala, FL, when we went there to check it out. Plus, he told us that Gainesville store was not closing or leaving, just their way of liquidating old stock. Went back to Ashley's Furniture 11/02/07 and the big yellow signs with the cut prices are still on the furniture 3 months later and they promise to beat any prices in town.
ILLINOIS -- Bought a gorgeous sectional looks great. If you don't sit on it for long. Cushions flatten and feels like you're sitting on something old flat and hard. Forget lying around on it with. 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...
BEL AIR, MARYLAND -- We purchased new leather living room furniture in February. It was delivered as expected in March, however there were 2 holes in the sofa and the indicator lights for the reclining feature also don't work. The rest of the furniture was fine. I contacted them right away and they said someone would contact me in 3 days to get this resolved. I called back in 3 days and they said I'd get a call in 7 days. I called back again and they had me email them pictures. I have continued to call and email them weekly (for over 10 weeks!!) about the issue and each time am put on hold for more than 30 minutes.
And when I finally speak to a person, they always put me on hold again for about 5-10 minutes and then tell me that they just spoke to the corporate service manager (**). And he is aware of my problem and will call me back in 24 hours to let me know how they will fix the problem. I have never gotten a call back. I contacted the Better Business Bureau and they couldn't get a response from them either and closed my case as unresolved. I have since talked to several others in my area that have had similar issues and also could not get it resolved. I will never buy from them again!
SALT LAKE CITY, UTAH -- Poor quality and even worse customer service. We bought a leather living room set and were sold a 5-yr warranty. At the time the salesman told us the extended warranty covered everything for five years. Rips, tears, punctures, spills, burns, everything. The only condition was we have to keep the furniture conditioned which we have done religiously.
After delivery we had them come fix a small tear in a seam and a scratch on the back from the delivery guys shoving the sofa through the door. Within a year we have them back to repair a tear in another seam. 2 yrs after purchase the last repair is tearing apart again and another seam has now separated. Call them back and Ashley says these are no longer covered.
Why? Because the 1yr manufacture warranty is expired. Seems the extended warranty only covers accidental damage. Of course the salesman never tells you that nor is the word accidental in the description on the receipt but it is buried in the warranty literature. Classic bait and switch. If anyone is interested in a class action lawsuit, I am in.
NORTH BRUNSWICK, NEW JERSEY -- I purchased a leather living room back in May and had to wait till June 30 to get my delivery. And when I did get it it was damaged. A week later they brought me another and that one was damaged. Another week later they brought me a third and again damaged. I finally told them that I have had enough and gave them plenty of chances to right this. It is now a week later and I am still doing their job and trying to find out when they will be picking the furniture up.
When I called this morning they still have not even started paperwork on getting the furniture. Customer service was terrible. I had a manager who lied to my face and said she called me when she never did. I have had to make all the phone calls, doing their job. I have never been so stressed out by a company the way they have stressed me out. I would never buy anything from them again and will let friends and family know not to shop there. I am totally totally disgusted and frustrated. I can't believe a major chain like this could treat people like this.
CATONSVILLE, MARYLAND -- I purchased an entire living room of furniture that includes a sofa, love seat, accent chair with matching ottoman, carpet and end tables. Accent pillows that match the accent chair and ottoman were fading in color after furniture had been in my residence less than a week. The accent chair and ottoman has faded, the carpet has been shedding huge carpet balls as well. I have called the store numerous times with a complaint, after about 3 weeks, a service technician came out to take pictures.
Almost two weeks went by, no word from their Corporate Office. I called them to check the status two days ago, and was told that someone would be calling me back within a few hours, no call to date. I want every piece of this furniture returned, and my money back or I will contact my lawyer and sue the hell out them. They are dealing with very poor manufacturers and that is their problem not mine. This furniture was not worth the money paid for and it looks like it is 20 years old or more. I will never buy furniture from this store again, because what is delivered in not what is shown in their showrooms. Now I will have to get an attorney and pay out more money to make this right.
I am in Customer Service and theirs stinks. They know they are selling defective products and don't care about their customers. But let me tell them, I will send out mail blasts all over the country to warn people not to purchase from them.
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….