PALMDALE, CALIFORNIA -- I'm a sucker. I went into Ashley - told them I wanted a real leather chair. The salesman, showed me a chair that was "real leather" - it was more expensive than the rest, but I was willing to pay for it... I'm not an expert in nice furniture... it's just not one of my interest. Anyway... 1 year later the chair is peeling... obviously not real leather. Literally this place will not be around in 5 years.
Lesson Learned... Do your research... but let me save you some time, energy, and money. DO NOT BUY FURNITURE FROM ASHLEY. You're better off buying from Wal-Mart or Target. They are literally selling fake quality, it's pure crap.
AUSTIN, TEXAS -- We bought two recliners. They had a limited warranty on the springs. We had two springs that broke in one of the chairs. We called customer service - they said they would send someone out for $87.00 to inspect and see if it was a manufacturing defect. I said, I only wanted the two springs, I did not need them installed. They called back and said the item was discontinued and they could not get the parts, even though the warranty was still within the time frame.
I consider this the poorest form of customer service! They did not even attempt to help us solve our problem, just blew us off. Bad form for a company that spends in the millions advertising to get customers in their store and then will not take care of them when they have even a simple problem!!! We intend to make it our personal mission to make the public aware of the horrible customer service!
SMITHTOWN, NEW YORK -- I purchased two couches and one recliner from Ashley. The salesperson told me about the "wonderful Protection" policy which cost over $300.00 but they assured me that this would protect my furniture for five years! No matter what! After one year and two months the rocker frame began to bend and the leather was turning white. They send a repair man who moved the chair in the middle of the room said it was rug stuffed the seat on one side with stuffing to give the allusion of being straight and let.
When I sat in the chair and tried to recline... I nearly broke my neck the chair fell apart. Ashley will not stand behind Guardsman (the wonderful protection company). Guardsman said it will not replace the chair - they told me it was unfortunate I did not stab it with a knife they may be they would be able to replace it. As far as I am concerned Ashley should go out of business. I have been stressing and not have escalated this matter to the Department of Consumer Affairs. Fed Up in New York.
STERLING, VIRGINIA -- We bought power recliner leather sofa set. When it was delivered they look good. After a month or so we have seen the defect. After few months it increased to bigger size. When we went to store and complained about defect, they asked us to email the picture, they don't want to take it in store itself. When we have picture with us, they can do everything there itself, but they don't want to. When we sent email, the lady called us and she said we did the scratch, it was not defect! First, they have delivered defective piece for whopping price of 3000+ dollars. Shipping was extra.
My advise: Please never buy sofa from Ashley, they are the #1 cheaters. When we buy they will offer sweet words of Guarantee, Warranty and so on. When you see problems/issues, they will put the fault on you. Thanks.
STOCKBRIDGE, GEORGIA -- My husband and I purchased a double recliner from Ashley Furniture. It was supposed to be leather. The head rest started peeling off less than a year of use. WE had purchased the warranty, so I called and they told me I would have to have my receipt, to use the warranty. Really, do they not have us in the system? WE paid $1000.000 for it.
We had also previously bought a Canopy bed from Ashley. When they delivered it, the men were putting the bed together and the foot-board fell and split in two. So they had to reorder the foot-board and we had to sleep on our new mattresses on the floor. They came back out a few days later and they brought the wrong piece, so we had to wait even longer.
When they finally got the right piece, they put it together and said they could not put my canopy on because the ceiling was too low. We had previously measured to be sure before we bought the bed. He assured me it WOULD NOT fit. I was very disappointed and called them and they were not helpful at all. The men left, and my husband, got a screwdriver and put the canopy up, they were just too lazy because they would have to do it by hand and not with their screw-guns. This is my ASHLEY horror Story!!!
CARSON, LONG BEACH AREA, CALIFORNIA -- Recliner bought, in less than 1 year electrical mechanical component broke down. It was replaced - did not last more than 3 months. Warranty was over, no help. Soon after that the upper head section material torn, I was told it was due to hair oil. I do not sweat or use any hair oils, called it in, material was a leather substitute - very thin. Probably a $500-600 purchase. I will stay away from this store.
COLS, OHIO -- I purchased a leather couch and recliner about 18 months ago from Ashley furniture on Brice Road. Before 6 months was up the cushions were flat and broke down. They would not take the furniture back so they sent out a repair man. He was extremely rude and had the nerve to tell me to sit on the middle and other end of the couch more evenly.
They ordered new cushions and sent to our house, we were to call back the rude service man to install. It took several weeks to even receive the cushions and when we called back to have them installed they were the wrong size. We were sent 3 sets all sitting in our basement until they finally sent the right ones. It looked better for about a month and now it is sagging again. This serviceman has been out 4 times with his rude self.
Now we found a hole in the back of the couch where it was punctured from a broken board where the frame is broken! Also the recliner has areas of peeled off leather. We tried to utilize the leather protector that was guaranteed not to tear or puncture but they said we have had the stuff more than a year. Sorry I expect my furniture to last for several years. By far the worst furniture and customer service ever!!! I will NEVER shop there again and will warn everyone I know about Ashley Furniture. I have Value City Furniture that I have had for years that is far superior to Ashley.
JACKSON, TENNESSEE -- Very poor communication from this store. I bought a sofa and recliner on Saturday 4/14. I was told someone would get back to me by weeks end to give me a delivery date. No one ever called, so I had to call the store to inquire on my purchase. I was then told the sofa was in but they were waiting on the recliner which showed a delivery date of 5/01. Now it's 5/02 again no one contacted me about my furniture delivery so I had to call the store. I was told it would be ANOTHER 2-3 weeks, and the chair was still not in.
I asked to speak to the manager who was very polite but then again, he couldn't promise me a delivery date for the recliner. I also asked for him to contact the manufacturer as a follow up for the delivery and he couldn't do that. He could only check the company website for an estimated delivery date. So now I am waiting again to find out when I could receive the set I purchased. Calling Ashley corporate office didn't do any good, since the store in Jackson, TN is independently owned. I feel I am being ripped off and as far as I'm concerned they are thieves to accept money for goods that they can't deliver on. Very unsatisfied in Jackson, TN. I would never again shop at Ashley.
MONTROSE, COLORADO -- I purchased the Presley/Cocoa Rocker/Recliner from Ashley Furniture. The local store is closing and they are advertising a ton, but they had to order my chair instead of selling me something they had in stock. My recliner was shipped in 2 days before target day, which was a plus. The recliner is very comfortable - we'll see how long it keeps its cushion. The only complaint I have is putting the recliner back into its closed position. My legs don't bend that far back & it's hard to close leg cushion. You have to stand up & kick back with your heel to close. That sucks. I wish the back was a little taller but I can live with that. But that darn cushion step.
MORGANTOWN, PENNSYLVANIA -- If you are looking for an Ashley sofa recliner, do yourself a favor and steer clear of this manufacture. I purchased an Ashley sofa and love seat reclining set and after 6 months the padding/cushion has shifted to where your legs and back are resting on wood. When sitting in the recliners you are literally sitting in a hole. I contacted Ashley customer service to invoke the warranty and they sent out a furniture repairmen. A few weeks later I am told by Ashley's customer service that this is normal wear and tear and not a manufacturer defect. So if you are expecting your set to last longer than six months, don't consider Ashley.