ORLANDO, FLORIDA -- Bought a DuraBlend couch and chair. Looked good in the store and the saleswoman told us the DuraBlend was better than leather and had leather in it. I said I have kids and was looking for a set to hold up because I had kids and wanted it to last. Over and overheard how it would hold up and how great it was "for kids". Well one month into using it and find out it tears when you wipe up a chocolate milk spill and just sitting on it you tear tiny little holes in it. My couch looks like junk. The "leather" is a cheap and very thin layer of what could be called tissue paper and you barely touch it and you see the white cloth underneath.
So called the store, some guy comes out and stands there telling me I must have a cat because a cat did this damage and the "he will file the claim but it doesn't look good". Seriously telling me I own a cat? Where is this cat buddy? Just an excuse to not cover this thing and oh so glad I was stupid enough to buy the 5 year useless guarantee because they clearly will make up lies to get out of fixing or replacing this junk. I only bought the 5 year guarantee BECAUSE OF THE KIDS and no, we don't own a cat.
I feel ripped off and don't worry, I will be filing a complaint with BBB as soon as I hear those words I see coming. Stupid me read the many complaints about Ashley, this DuraBlend material and not standing behind their guarantee policy. BEWARE it is all true, they will not cover anything, lie to get your money, promise you all kinds of lies and a month later you are sitting on a couch that is JUNK.
VERNON HILLS, ILLINOIS -- On 02/02/08 my husband and I had two sofa delivered after picking them out in the Vernon Hills store. It has been just under two years since we have owned them and the bigger couch is so uncomfortable that none of us can bare to sit on it. Sure, the cushion is worn down from normal use (a measly two years) but it's what's underneath the worn cushion that makes it so uncomfortable; a big piece of hard wood.
We have been discussing filing a complaint for a while and we are doing so today after I plopped down on the couch the other day and hurt myself! I didn't jump on it, I was tired, I plopped down and I managed to plop right onto that board and now have a bruise on my back from the couch! We need a warning sign that says "sit down carefully, or you may get hurt".
We are not sure if it is the cushion that was made so cheaply and therefore flattened so quickly or if the furniture was made poorly all around. All we know is that if someone would have told us that we were paying $1700 for leather couches that will be so uncomfortable that they will induce pain either by sitting down on it or sitting for a period of time due to lack of cushion and hard blocks of wood underneath the lack of cushion, we would have run to La-Z-Boy furniture.
I called Ashley furniture today and they said their store manager will be in tomorrow. We are filing a complaint with the Better Business Bureau and never stepping foot in a Ashley Furniture store again. We did buy an extended warranty but never received any information. Plus I looked on their website and the store "does not have extended warranties". Meaning you threw your money in the toilet unless you actually have physical damage to the furniture that needs repair.
We have taken excellent care of the furniture, there is no damage other than it is junk in itself. I remember my parents having a couch for 15 years and it was so still comfortable. We didn't even get two years out this cardboard couch. We feel we have been ripped off and the only way to remedy this is to add cushion which I am sure a store that sells this poorly constructed furniture is not going to do such a thing.
GREEN BAY, WISCONSIN -- Well. My wife and I are remodeling our house. We picked out a sectional June of 2012. We put the sectional on layaway. The sectional was $1,500 We received discounts & purchased a 5 year warranty. The total price was to be $1,800 with delivery etc., every month we paid $100.
So November we decided to go to Ashley & have our couch delivered & purchasing a kitchen table as well. Upon talking with the Assistant Manager he ran our credit & told us we were approved for $4,500. Also came back and informed us that he had bad news. The sectional that we had on layaway was discontinued and they sold all the sectionals. I was shocked. I asked why would you sell the couch we had on layaway? He answered that "we don't have an answer. We made a mistake?!"
The sectional had been discontinued for over 6 months. My wife asked why would you accept monthly layaway payments from us and not let us know that the couch was discontinued ? Still no answer. They had no answer & no process in place to hold merchandise on layaway. Very very disappointed.
The customer service was terrible. The sectional that took its place was very similar but only came leather. So this was not what we had in mind for a sectional. Ashley offered only 5 % off the table & 5% off the sectional that was not the sectional we had on layaway.
The assistant manager was somewhat stupid. Not very aware of how to deal with customers. Bottom line is I demanded a 100 % refund. I received a refund after telling the assistant manager how to refund me the money. He wanted to send it through corporate? I refused. To dune it up! Ashley Furniture is a low end furniture with a fancy look and bad customer service over all. Do not bother going there for anything. Bad experience and they do not care about the customer. The assistant manager said numerous times he would only do what he could he needed to make money! They do not care about the customer. Beware of this company. :( Overall experience - a big ZERO.
SYRACUSE, NEW YORK -- We purchased a living room set from Ashley furniture a few years ago. When we purchased it ($1800), we were talked into buying a extended warranty for 5 years. Around Christmas time the couch and loveseat has started to peel apart? We called Ashley and they said for us to call the warranty company guardian.
When my wife called, the claims representative (**) said we only had a 1 year warranty. My wife tried to explain that it was a 5 year warranty. The claims representative said it only covers the leather for 1 year, and asked us to close the claim??? Then I called back, I reached another claims representative (**). I read the warranty out loud to her, she said "I don't know why the other representative would say its only 1 year?. It is 5 years," she said. She said her supervisor (**) would get back to us. I asked "why would we have to talk to a supervisor?" She said "she will be in touch shortly."
After a few days I called to speak with *, they said she would get back to us. I then emailed her, and then called again the next day. She answered the phone and immediately tried to come up with many reasons to void the warranty. She asked if we used the treatment that Ashley made us buy, I said "yes we have." I told her the furniture is flawless except the front seam on the loveseat and couch. She then said "this sounds like it started a while ago."
I then asked her lets stop the game playing… "You are not going to do anything are you??" In which she SURPRISINGLY said "no, we are not!" I said angrily "what a scam this is, you don't even care anything about this do you." Which she replied again "NO, WE DON'T CARE." I said "I'm not done with this!" She then said very loudly "I… DON'T… CARE!" And with that she ended the call. I'm 42 and can't recall ever being that mad at someone.
I immediately called Ashley back and demanded to speak with someone other than the receptionist. I then talked to the manager (**). I explained the whole deal with him. I angrily asked if he thought $2000 furniture should last more than 4 years. He said he agrees that this is not right and that we did purchase a 5 yr warranty and nobody should be talked to like that. He said he will give this to his boss.
Before we hung up I said I was sorry if I was a little heated, but I said "I just want you to know… I will not just go away on this. This furniture was treated great and you can tell by looking at it." I then said "we have had friends and family over, and ALL of them are in shock when they see the couch and loveseat, and hear that nobody is doing anything." I told him my wife's friends, family and clients keep telling her to call the news and the attorney general. He said "don't do that till we get back to you."
A few days later (4) I called him back and he barely remembered me. He then said his boss had not gotten back to him. I filed a complaint with the Better Business Bureau against the warranty company guardian. I keep getting the same reply… "we're not going to do anything." Their reason is the damage has to be reported within 5 days of happening???
I then received a call from another person from Ashley furniture (**). She said she was a business manager, she said they are trying to get in touch with the warranty company. I told her the same thing. I said "this will not stand and this is ridiculous that my wife has to sit and cry about the furniture that we purchased will have to be replaced after 4 years! And that we were talked into purchasing a bogus 5 yr warranty." She said "I agree and we will sort this out."
I told her again "I will not give up on this. I will let everyone know how these two companies operate." She said "lets not do that." I said to her … "I can't understand how nobody even wants to LOOK at the furniture to see what is wrong???" They just don't care. If you need your furniture to last more than a few years… you better stay clear of Ashley's. Thanks ** from Syracuse.
I have since been contacted by Ashley, and was told that they will resolve this problem, and I have to give them more time. I will change this if it is resolved, but I still feel people should know not to buy the extended warranty from Guardian… As a matter of fact I would not deal with any of Guardian protection warranties.
We purchased a sofa set in July of 2010 knowing that we were only going to be in Mesa, AZ for 1 year so we specifically asked if the extended 5-year warranty was transferable anywhere and purchased it when we were assured that it was. The couches were beautiful, we moved to Cincinnati, OH as planned and have been here for 3 years.
About a month ago I started seeing some light scuffing but nothing I was concerned about and then about a week ago the couch started peeling, and I mean huge flakes coming off on the seams of the seat cushions where the cushions rub together when you sit and stand back up, the seams of the back cushions, the folds where the back cushions push into the seat cushions, the arm rest and all that is underneath is foam - FOAM (yellow to boot)!
I called Ashley Furniture here in Cincinnati and the representative was very nice but informed me that he couldn't do anything and maybe call Mesa to see if there was anything they could do like release their records to them so they could further assist me.
So I called Mesa and the representative there said that the peeling was normal wear and tear and wasn't covered. I told her that was ridiculous as I have a couch falling apart and the salesman told me the warranty covered anything that diminished from the finished look of the couch. She said it didn't matter anyway as we had moved out of the warranty coverage area and had voided the warranty. I told her that didn't make sense and the salesman had told us that it would travel with us anywhere in the U.S. Her response was that it wasn't her fault we moved. Nice.
I asked her what we could do and her response was nothing. We are planning on going out to visit this summer so I asked if we brought them back with us if they would look at them (I know what you are thinking, that sounds crazy. I knew it sounded crazy at the time and the logistics didn't add up. We weren't going to do it but I am making a point here, stay with me) her response was that I would be outside of the reporting time for a problem and it didn't matter because by moving initially I had voided the warranty. Basically it doesn't matter what the situation was, they weren't going to do a blasted thing about it.
I looked online and it said that if you or your retailer moved to call a number in WI so I did that and spoke with a woman who said that she couldn't help me as they didn't cover extended warranties and to try calling Guardian. So I asked if she had the number, you guessed it, she didn't. So I got grumpy said I would never buy Ashley again, both times had been a headache and the company was incompetent and she transfers me to consumer affairs.
I explain to ** at Consumer Affairs that I am frustrated and the situation and he says that they are a factory and they can't do anything. I asked him why the website gave me the number to a factory under the "moved" option and he said they only handle the basic warranties. I told him that the website needed work and the company he worked for was inept and his response was "Thank you."
I get that this isn't really their problem but I am so frustrated with sleazy salesmen who will say anything they have to and don't care about the consequences for those they are taking advantage of and the greater company who doesn't care either. I am never buying Ashley Furniture again and will warn anyone I can from the same. Maybe next time I will get taken advantage of by a company whose furniture will last longer than four years.
NEW ROPCHELLE, CONNECTICUT -- Cheap product, cheaply made. Never ever buy Ashley furniture no matter how good the product may look or the deal may sound. I thought I was dealing with a genuine furniture company only to realize I was not. While passing by an Ashley store in New Rochelle we thought of doing some window shopping and ended up buying two sofas though we already had a beautiful leather sofa set. The salesperson one Mr. ** who was an excellent person very professional and helpful, who closed the deal - he even sold us on the extra 5 year warranty making a special mention that ASHLEY FURNITURE STANDS BEHIND ALL ITS PRODUCT.
As we did not need the sofas right away we stored them in our basement for nearly five to six months. When we were getting guests visiting from India we brought the sofas to the living room. To cut the story short the sofas were nothing but a cheap product. Every time one sat on it the lumber of the frame would start creaking and the seats would come out of its place, this would happen even if my three year old grandchild sat on it.
The creaking was bearable but the shifting of the seats was a pain. Every time anyone sat on it the seats would move out of its place - a sheer embarrassment in front of guests. One of them even commented “this is what happens when you buy cheap stuff from cheap outfits, GO OUT AND BUY SOME REAL FURNITURE”.
I called up and complained at the store. Mr. ** being a professional, he apologized for the inconvenience and told me to call the warranty number. When I called them I was told the complaint of mine is not covered as that sounds like a manufacturing defect and that I should call the company customer service or the store.
Since I had tried the latter I called the Customer service and after many back and forth questioning with different individuals on several occasions, I was told to take Velcro and stick it on the seat and the frame, which sounded ridiculous to me after having purchased the sofas and being told that the company stands behind its product, is this what they really meant USING VELCRO?
When I insisted for a solution to this problem I was told by one of the CS ladies they have had several similar complaints. When I told her to send me an e-mail to referring to what she had just told me she said she would but that e-mail never came. I called up Mr. ** again and he sounded genuinely concerned but I do not think the salespeople have any leverage at the store level.
I had given up on the whole sofa issue as a foolish decision where I was stupid to buy without doing my homework, when one of my guests who visited my house recently and who experienced the problem first suggested that I should put the issue in the store reviews so that other people do not fall into the same trap I did.
Remember I started my complaints within the first six seven months of my purchase and now have been living with it for 2 years. I even invited Mr. ** to visit my house and see the problem first hand but that did not happen (maybe company policy). But in short stay away from Ashley furniture. The furniture stinks, their customer support stinks (not at all professional - very rude – talking down at you attitude). The only silver lining are the salespeople but that I think goes with the territory. ASHLEY STORE, I AM SORRY I VISITED YOU.
HOUSTON, TEXAS -- On June 16, I had gone to Ashley Furniture on San Felipe St. The salesman was **. I spent a lengthy time with him and had told him my boyfriend and I were interested in a couch, the only thing that was in debate whether to make it into a sofa bed. ** took me the walked me to where the sofa's were and which one could be turned into a sofa bed. The first sofa he showed me I liked immediately, the color, the price. The only thing I did not like was the additional price for a sofa bed.
As I told ** I was going to take a picture of it and send via message to my boyfriend **. In front of him I took the picture. Directly in front of the couch sits a sales table where the salespeople draw up the paper work. However that day I did not buy. I wanted my boyfriend to see it first, he would be in town the following weekend.
I gave ** my home number in the event the couch would go on sale; he had already indicated that there was currently a sale however there would be another one next week that would effect this couch. He wrote the name of the couch on a business card, not his personal he had no business cards yet. However he insisted that I ask for him when I make the purchase. He as well gave me his personal cell number.
** would call me twice informing me that the sofa was on sale with the reminder to ask for him. On July 1st ** called me again, to let me know the sofa had gone down considerably due to a 4th of July sale. The next day ** and I went to the store asked for ** as promised. He immediately wrote up the ticket as both ** and I both sat on the couch we were purchasing.
On July 13th the couch was delivered to my home, it was wrapped. As the delivery guy unwrapped it, I immediately addressed the concern that it did not like, this one had puffy seats, and I do not recall brass buttons on the stems of the arms. The delivery man said once you break it in by sitting on it, the seats will go down, and maybe you just do not recall the couch to have buttons - after all you bought it 11 days ago. If it's wrong call the store.
I did and spoke to several including calling ** whom had denied even recalling me. He did however add insult to injury by saying you initialed a check off list, I demanded to see what the check off list was. The paper form reads on the Ashley Customer Courtesy Checklist my address info and a seven digit reference #?? A mere reference number, now what could that mean to me a customer or any customer? Soon after ** would go hide.
I made 2 different attempts in trying to get the sofa we had bought. I showed the Manager ** the picture of the couch I had bought, and assured I had not looked at any other. The battle would be over my acceptance of the couch, and the cost of the couch we wanted was more, and then another charge for delivery of $69.00. I had refused to give Ashley any more money. So, they ask me to choose another sofa. I did but because it was not the same it was cheaper I could not get.
Finally several hours and several managers we came to an agreement, Ashley would cover the cost of delivery and half the cost in the difference between the couch I had and the one I originally bought but did not. I should have read the reviews, but I see they are not known for customer service. I do not believe I will ever buy anything from Ashley again and as for **, quick to make the sale, but he is as dishonest as he treated this situation, he will one day find out if has not already that honesty is best. Hope he will have his job secured.
SUNRISE, FLORIDA -- I just moved to start medical school and I needed to furnish an entire apartment. So went to Ashley furniture to buy a living room set and bedroom. It's been 7 weeks that I have had my furniture, and for 3 weeks I have been sleeping on my couch. The wooden slats under my bed broke, 3 of them. So I called Ashley and asked what could be done and they told that nothing could be done because I didn't have a warranty. Upon further inspection of my bed I saw that there were bolts screwed into the middle of the slats. So I called back asking if my bed came with middle support legs. The answer was "I don't know I'll get back to you."
A week later and I don't hear back. So I called and was redirected so many times that I don't even know which department I got a hold of but finally someone told me that my bed was supposed to come with 7 middle legs. I call the store back saying my bed never received these parts. And was told someone will call me from warranty and parts. Someone calls and I explain everything and she asks if I could sends pictures. So I say yes and take pics with my phone.
After sending the pics from my phone to the computer downloading and attaching it, I send it from my junk email address. Well I guess it didn't go through. The media file wasn't supported, but still they should have done something more than nothing. Finally someone calls me and wants to set things up to get it fixed on Thursday and I made a Tuesday morning appointment and was told that someone will call me 24 hrs in advance to let me know a time frame for Tuesday morning. Oh and they tried charging me 45$ to get it fixed.
I get a call Monday night at 9:30, not 24 hrs in advance that he will be there between 10 and 1 pm. Last I heard, morning ended at 12 pm. So I clearly told him that 12 was too late. So what happens, he calls me at 12. We had to reschedule and I told him I had a 2 hour break Wednesday from 10:30 to 12:15. And he said he would be there to fix it at 10:30. Well he didn't call me until 11:40 to say he a was almost here. Gets here and comes in and goes "oh, you don't have middle legs and we will need to replace the slats!" Are you kidding, that's what I told the lady last week.
So now I have an appointment for Saturday for them to come fix my bed. I have had my bed for 7 weeks, didn't get the correct parts, broke after 4 weeks and it took them 3 weeks to have someone come out to tell me that my bed is broken. Never ever will I buy from Ashley furniture again. Waste of money and time.
PHOENIX, ARIZONA -- On Wednesday, August 12, I contacted their Phoenix, Arizona customer care center by telephone. I left a message after listening to a message that said my call would be returned in 24 hours. I left my home phone for looking up my prior purchases; but carefully explained that they needed to call my cell phone, which I then left. When I didn't get a return call, I called again early Friday, August 14, 2009.
At 5:01 PM on Friday, August 14, 2009, a call came into my cell phone from (623) 209-2700. At the time, I was at the gym, but elected to answer it in the hopes that Ashley might be returning my call. I explained the problem I was having with the leather sofa I had purchased from them with the extended warranty. The woman explained that she couldn't help me, it wasn't covered under the warranty. At one point, she sat and read the warranty to me while I was trying to talk. She explained she was corporate customer service and she was the final decision.
When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this, just kept explaining it wasn't covered. Finally, after some time of me continuously asking for a supervisor, she sent me to **. I don't know the spelling of this name. She gave me the same run around. The frustrating part of talking to her was that she actually lied to me!
When she gave me the same run around, I asked for a supervisor. She said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not, that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it.
At that point, I was so frustrated; I got in my car and drove to the store I bought my sofas from. As I reached the front of the store, the phone representative finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk in the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to, none of them would provide it. She called a sales representative up and they gave me the owner's email address.
During the time the store representative was giving me this information, another woman came on the line. I asked for her name, it was **. She identified herself as the last rep's supervisor. I explained that the last representative had lied to me and told me she did not have a supervisor at one point and then told me she wasn't there. ** tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case, she said her supervisor was not there. ** continued to provide me the same run around. She was offering to send out a tech, but not deal with the problem.
Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to store reps, they told me to contact the owner. They were far more helpful than any of your phone reps. All three phone reps refused to give me his name, address, phone number, or email. I had to get this from the store.
The next day, after my phone re-charged, I checked my voice message and found one from **. She says to call her back and she will send out a representative or she would intercept this email and address it then. Since I have NO level of confidence in these reps, I will not deal with her again. I want to deal with the ownership of this company. Also, since the behavior of these representatives suggests to me that he may never see this correspondence, I have copied the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I will be posting my complaint on online websites so others know to avoid Ashley.
Here is a definition of the problem: The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from them as well, it is leather too, has seen far more wear and is in substantially better condition. I can provide pictures and then you will understand.
Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6' tall husband sat on it, and his knees came up to his chest. He thinks the structure has failed.
It is my expectation that Ashley will make this right. That used to be the kind of firm they were. We actually bought the second sofa from you, because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa.
I used to recommend Ashley, I don't anymore. We won't be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn't treat customers right in the hopes they might be back. Obviously, Ashley doesn't care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does.
We bought the Larson Cinnamon Sectional from Ashley, it was on sale for about $800. Looks great and just the right size for our living room. It was delivered after 6 weeks and returned after 6 days. This is the worst quality I have ever had for a living room furniture. It is just me and my husband , no kids, no dogs and still, we found the cushions and the pillows are getting funny in shape after using it for only 4 days. It was getting uneven due to sitting on it. Although it is great in size but it was horrible in quality. We were lucky that the furniture store took it back and returned it to Ashley. Don't buy this, it will not last few months and it is not worth it.