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.
LINDEN, NEW JERSEY -- I have been searching for sofas everywhere. The ones I am parting with I had for 10 years. During my search, some were too narrow, not the right color, etc... If you are here you know the search. I bought the Duprella basketweave navy for our summer home 3 years ago. They still look brand new. At the time I just wanted something that looked good and was cheap.
For my main home I thought I would spend a little more and get something that was a little higher in quality. Ethan Allen couches were $3700 and for that price the fabric color wasn't quite what I wanted. La-Z-Boy couches were too small in the styles I liked but reasonably priced at 1800 for a pair. Potterybarn is the most expensive with the sofas I liked there over 4K... and only a 1 yr warranty on the couch/fabric? Thomasville, I liked a lot, lots of color choices, 2900. Macy's furniture had some nice choices too, but to customize your colors, they won't offer sale prices, so their couches would have been 2600.
Went to Ashley to humor myself, and saw my lovely beach house couches in Olive! $880 for the pair after a 22% off sale! If they only last for five years, I still win. For the price I think this particular item at Ashely furniture is a great deal.
HICKORY, NORTH CAROLINA -- Me and my husband went to Hickory about 4 years ago with the intention of buying a living room set. Since we live in Europe, we were looking for a store where they do worldwide delivery. We found an Ashley furniture store in Hickory, where the sales person told us that they can deliver our furniture to Europe, so we paid immediately 50% of the total amount, $1500 dollars. They told us that they will contact us once the furniture arrived to their store. The call never arrived. So we started to make phone calls to the store, we could never speak to our salesperson, she was always with a customer...
A couple of weeks later, when we were finally able to talk to her, she told us that they do not do worldwide delivery. So they kept the $1500 dollars, and we never seen our Ashley furniture. We also spoke somebody from Ashley Company, but they said that this store is independently owned, so they cannot help us. Basically what happened is that they stole our money. If I lived in the States, I would have gone to court already.
Our store has researched all the documented information on this complaint filed. Our store finds no customer or any deposit that supports the complaint. If the customer will contact our store and this complaint can be proven to be true we will gladley refund any monies owed.
GRAPEVINE, TEXAS -- I should have walked out of the store when I saw how "cheap" the prices were because the furniture is Cheaply made! All three pieces of my set have ALL come apart at the seams AGAIN! I had it repaired once before under the one yr. warr. now, of course, my warranty is expired (by 2 months) and they don't want to know anything about it.
The extended warranty I purchased doesn't cover the seams, and I am stuck with all of my family room furniture (that is only 14 months old) falling apart. I would think that since this is my second time having this problem, (which has NEVER happened to me before with other brands), that they might agree this is just a defective set. Well, that is not the case, I am just stuck with the problem. I will NEVER waste my time or money ever again in an Ashley Furniture Store.
AUSTIN, TEXAS -- The sales service at the Austin location was good - very friendly and helpful. Our furniture did come later than they expected, but luckily, we weren't in a hurry. We waited an extra 3 weeks for our sofa, but I don't blame the sales lady - I blame the company. The funny thing is their warehouse is about a block away from our house!
But that is not why I write this. The furniture is just over a year old and we've already had to have the sofa frame fixed once, and I'm not paying for any extra repairs. The seats on the sofa and the love seat now sink in too deep (springs are broken, most likely) and I feel like I have to sit carefully on my own furniture just so it won't break. We don't even have kids, and our dogs are only 30 lbs. We're not skinny, but good lord, furniture should not be so delicate. Next time I will get something that is built to last.