S. PORTLAND, MAINE -- Purchased a loveseat late 2009 as well as a 5 year extended warranty. 3 years pass, have an issue with the piece and both Ashley Furniture and the company Ashley was selling their warranty, both refuse to do one thing for me. Warranty company, Elite, say because the store I purchased the piece from closed, they can do nothing. BULL. They have NOTHING to do with the individual store.
Ashley says the same thing, that I need to address the situation with the company THEY sold me the warranty for. I am sure Ashley got a piece of the $60 I paid for the policy but they wash their hands. DO NOT buy one piece of furniture from this company nor ever buy a 'warranty' from a fraudulent company named Elite.
ALTAMONTE, FLORIDA -- I wanted to exchange a love seat for the full-size couch. I called and they said it had been 7 days and they only exchange within 3 days. I told them I still hadn't received all of the sectional yet. In fact, their wedge was supposed to be delivered two days ago. I offered to take the floor model, but they refused. They were rude and really didn't care.
After reading all of the other complaints, I can see why they didn't care if their customers are happy or not. They are used to having very unhappy customers. They also messed around with the price of the extended warranty. It started at a couple hundred and kept coming down. They then wanted to take $$ off my purchase and if I would pay $25. for the extended warranty. Something is terribly shady with these people.
MATTYDALE, NEW YORK -- I bought the matching sofa and loveseat from Ashley furniture last year. Spent $1700 cash. And also bought the "protection plan". That was just a joke. We sit in the loveseat daily, but hardly ever use the couch, and after having them for about 9 months we saw cushion stuffing everywhere. We flipped the loveseat up and the reclining mechanism goes right into the cushion! We called Ashley and they told us to call the company that handles the protection plan. After describing the issue to them, they said we had to call Ashley back, as it was a manufacture problem.
We called Ashley back, and they sent someone out to look at it. When he got here he said himself that he can replace the cushion but IT WILL HAPPEN AGAIN. It is the way it was made! Now it has been 3 months and we have not heard back from them about "fixing" it, or putting the band-aid on it, as I would call it. Do not buy this sofa/loveseat, and do not do business with Ashley furniture!!!
ROHNERT PARK, CALIFORNIA -- We bought a loveseat and sofa from Ashley Furniture in Rohnert Park, CA two years ago. They were beautiful and so comfortable. Still beautiful, but in a few months the cushions were caving in. Had it "serviced" but within a month or two it was the same thing. Called customer service and was told "Oh well nothing we can do about it, as the furniture is now one year old." I explained that they had to fix it once already, but they didn't care.
So now we have beautiful AND the most uncomfortable furniture we ever owned! Where can you get good quality furniture anymore? Not Ashley's that is for sure. And forget their customer service. They truly couldn't care less. So now we have furniture two years old that no one wants to sit on. It was a huge ripoff and close to $2000.00 down the drain.
FREDERICK, MARYLAND -- I purchased a leather sofa and loveseat totaling over $2000.00 in the Ashley Furniture store back in January 2010. Unfortunately, for me the delivery was over 2 hours late. It was now dark outside and the room is not a well lit room. I signed off on the paperwork and my troubles began. The next day, when I sat down on my new loveseat, I noticed some stuffing coming from under the arm. I proceeded to look and discovered the entire seam was torn and completely unacceptable. There are zippers so that you can restuff the loveseat and the entire zipper was ripped. I was shocked and called as soon as I realized I had a problem.
Long story short, I went through many customer service employees who were unfriendly and unwilling to transfer me to the appropriate person who could help with my problem. Meanwhile, I also had a small tear in the middle of the sofa that a repair could fix. After several hours and days of total frustration, I finally got someone on the phone who could make decisions. There again, I had to explain that I paid a lot of money for what I thought was a high quality loveseat and sofa to have it in the condition that it was sent to me. I did not want a repair I wanted a new loveseat.
Thanks to my determination, finally 4 months later I received my new loveseat, only to find, you guessed it... a tear, small but nonetheless… a repair is needed. I once again will need a technician. Not a good experience at all. Very unhappy. :( I only wish I had read the reviews left by others prior to purchasing furniture from Ashley Furniture. My experience has been nothing but terrible.
My wife and I bought a matching burgundy colored, leather faced recliner, sofa and loveseat 9 years ago from Ashley Furniture in Phoenix, at what I considered to be a very good price. In 2006, we moved (with our Ashley furniture) to Arkansas. About a year ago, the lever handle mechanism on the recliner broke. The local Ashley furniture dealer offered to order one for $18.00.
I decided I would try calling the customer service 800 number I found on the Internet first. Upon calling, and explaining what had broken, the young lady in CS said, "I'd be happy to send you a replacement at no charge!" I was flabbergasted! True to her word, within a week, a package arrived with a new handle… which took care of my problem!
Last week, the recessed plastic handle on the left side of the reclining loveseat broke. It had a flex cable and retaining clip attached. This time, I looked up the Ashley customer service web page and sent an email, detailing that I needed to replace the broken assembly. The next day, I got a reply via email asking for my address, and telling me they would UPS the parts at no charge!!!
Within 4 days, the parts arrived, and I was able to replace the assembly good as new… at NO CHARGE, even for the delivery cost! They never even asked me where or how long ago I had purchased my furniture! I've NEVER had better customer service than with that furniture company. So I have to say, they really do stand by their products, and the customer service has been absolutely outstanding! I would definitely buy Ashley products again.
I bought a leather reclining Couch and Loveseat from Ashley Furniture in Southaven MS. We liked the furniture in the store and bought it. Which was our first mistake. We had it to be delivered on my husband's birthday which was our second mistake. The deliver was to be anywhere from 8 am to 5 pm. Our furniture didn't arrive until 8:30 pm, which ruined our plans for my husband's birthday! I called multiple times and was told they would call back and never did. I also called the store manager who had this guy call who was his manager and they said they would refund our $100 delivery charge which I still have not gotten!!
The saleswoman also sold us a warranty which is worthless for $300. She made it sound really good in the store but trust me it is absolutely worthless. In just a few months I realized the cushions in our furniture was breaking down and it was getting very uncomfortable and you could feel the wood on the sides of the frame, so I pulled out the warranty and realized it didn't cover the cushions!!!
After a month I decided to turn it over to see what was really going on and the support for the couch was made out of elastic band which had broken and the seams were all ripped. So I just knew that would be covered again I pulled out my warranty and guess what seam ripping was not part of the warranty either. I will never ever buy anything from Ashley Furniture again! I would suggest strongly you avoid it too. I have been thoroughly unhappy with the whole experience and we just wasted $2000 dollars!
MESA, ARIZONA -- If my husband and I would have just asked around before we bought, we would have found that it's not unusual for people to have problems with Ashley Furniture. The store manager at the Superstitions Springs store in Mesa pointed out to me that they are the largest furniture retailer around. If they don't change the quality of their merchandise and the way they do business, they won't be for long.
Also, Ashley says that since they manufacture their own furniture they can get right to the problem if there is one. Well, first you have to get them to acknowledge that there is a problem, and then in our case, they don't make the insides to all of their cushions, another company does. Research and ask around before you buy Ashley.
COOKEVILLE, TENNESSEE -- Bought in good faith. After two week both items look like they have been used for years. Ashley replaced foam and was to replace armrest and other foam. What has been replaced is now the same as first. Very poor foam quality and now no one will return call. The owner of the store ** will not return calls or answer emails.
I hope anyone considering a purchase at Ashley check it out first. Anyone that wants to contact me please feel free to do so - **. Maybe we should unite and meet at the store. Numbers speak louder and maybe we could get the local paper interested in a story. This is the worst product and customer service. This even tops Automobile Purchase. What a ripoff.
GREENSBORO, NORTH CAROLINA -- Bought a recliner, loveseat and couch on Jan 1, 2007. Here it is 2009 and it's already coming apart. The cushions are ripped and the threads are coming out. The couch hardly ever gets set in. Good thing I bought a 5-year warranty. NOT! Number 5 on my 5-year protection plan states that "ANY" puncture, cut, tear or rip is covered. Guardsman is failing to comply with the warranty I purchased and Ashley refuses to fix the problem.
The store manager with the Greensboro store refuses to give me Corporate Office information and also refuses to give me the General Manager's phone number. At two years old the couch should not be coming apart. Guardsman blames it on a manufacturer's defect that only last a year, so they can get out of replacing the cushion. Even the representative they sent out said it was covered but they send a letter instead of calling saying it's not covered.
Don't recommend anybody making a purchase from there, you may want to think twice. Making customers unhappy like this won't keep them in business long. Looking forward to seeing them shut the doors. Maybe they will treat their customers better in the future.