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Ashley Furniture Couches and Sofas

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Liars, Fake Durablend Leather and Won't Stand Behind Furniture a Month Old
Posted by Passthecrablegsz on 03/24/2012
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 over heard 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.

     
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Posted by Alain on 2012-03-26:
You can file a complaint with the BBB, but don't expect much action. They rate Ashley A+ and Ashley pays them good money to keep that rating. Looking at numerous poor reviews both here and on other sites, it's hard to figure how Ashley has a good rating with anybody.
Posted by trmn8r on 2012-03-26:
Yes, I agree with Alain. I am a believer in the BBB for problems with NON BBB-member companies, but not for those who pay huge bucks to be members. Clearly Ashley doesn't deserve anything above a C rating, and an A+ is a joke and should be an embarrassment to the BBB.
Posted by virginiatide on 2012-03-26:
My sympathies and it sucks these days that you can't buy anything any more (even from previously good brands) without investigating. Unfortunately too much "bonded leather" is touted as being a great inexpensive alternative to expensive full leather. Re needing sturdy furniture highly recommend Home Reserve - an online U.S. company that invented the "couch in a box" - terrific service, ships straight to your door, and has pet care fabric that can stand up to pets AND kids. They have fabric that looks like leather, and much of their stuff is washable.
Check them out as it sounds like you will need a new chair and I can testify that they are fabulous (no, I don't work for them!) When I read the numerous complaints about Ashley and even the Pottery Barn, I'm just glad I took a chance on Home Reserve - or even IKEA, my neighbors are pretty happy with their EKTORP sofa and it seems to be holding up to her 200 lb husband.
Posted by Cindy on 2012-03-30:
I went out of my neighborhood to get quality furniture so I thought and yes the sales person was very knowledgeable of the quality and he assured me I was getting great furniture all lies I had my couch for 6 months and the frame broke and I don't have children and it's just me and my husband and we haven't even had a lot of company yet it's only been me and my husband sitting on the couch and not often because we both work a lot and we verily sit on couch the same time because I sit in my recliner so he sits on the couch and he's only about 200lbs. So I must deal with furniture Doctor this outside company not even the store
Posted by Kati on 2013-02-03:
I too bought a Durablend Sofa and chair from Ashley furniture. I let my husband pick it out. He wanted leather. This was less than 5 yrs ago. And this cheap material is already cracking. 2 cushions look like a cat clawed them up! We don't own a cat either. And it is just myself and my husband.I know a bit about fabric, did upholstery work for years. And this Durablend fabric is not worth a pot to ... well you get the picture. Oh and I still love my husband, he just isn't going to buy furniture buy himself again.
Posted by Sondra on 2013-04-26:
Bought a couch and love seat from Ashley Furniture two years ago. Love seat is peeling, called warranty company (Montage) they do not cover peeling. Called Ashley they are telling me that it is out of manufacturer warranty and they won't do anything to help. Was told by the salesman the furniture was leather (now being told it's not) was also told that the warranty would cover anything that went wrong with the furniture (also not true). With so many people having the same problem, couldn't a law suit be filed?
Posted by margaret hallman on 2013-04-28:
we were told that the dural blend was better than leather ...ours is cracking bad on the back ..called Ashley they told use it was not covered under warranty. We have had it only 3 yrs.I will never buy from Ashley again.
Posted by Daniel Hauck on 2013-05-22:
I too have a similar problem. They must already know about this problem because they had me sign something about the chair but told me it was "because it's a discontinued model." After I saw the material peeling, I knew exactly what I signed and it wasn't for the reasons they stated.

So here's what I learned: DON'T SHOP AT Ashley Furniture. Just don't. They will eventually run out of customers and will close up shop. Then we can all rejoice knowing that they did it to themselves.

I seriously don't recommend getting all worked up about it because you just can't "win" and worse, you're still doing business with them by continuing to try to get satisfaction. What I do recommend is to keep telling the world about your experience. Everyone needs to know.
Posted by remi on 2013-06-16:
I used to work for Ashley Distribution center in Hamilton, Ont Canada. When I first started the building had no hot water or heat, they rented small gas heaters in the winter. They refused to fix the problems till the labour board was called and threatened to fine them. They r so cheap and crooked that it isn't funny!
Posted by rp on 2013-06-19:
Bought a Durablend sofa from Ashley five years ago thinking it was real leather. It started peeling last year. Ashley said sorry and suggested I buying something new from them. Never again.
Posted by Misha on 2013-06-23:
Well Ashley in Draper Ut does a great job with its customer
Help , and a great sales people.
The Durablend leather sofas we bought there a few years ago are holding up nice with my young family and yes I do have their warranty and condition it regularly with THEIR free refill conditioner. Doesn't get better than that!!
Posted by Dana on 2013-07-02:
I had bought a couch, loveseat, and recliner. All the cushions have peeled. When anyone sits on the set, they have brown pieces all over them when they get up. The furniture is junk!!!! I will never ever get anything that is Durablend It is a thinner version of pleather. I'm stuck with this junk now! HELP!!!!
Posted by Shel on 2013-07-13:
I am so glad my husband suggested we look up Durablend leather. The salesperson said the same,
" people like it better than leather." We ordered it tonight and will cancel it tomorrow. Thank you all for taking the time to let others know the truth about a product.
Posted by Lisa on 2013-07-24:
Hi Orlando Florida comment! We bought the same but from Living spaces. We asked the same questions etc.. we have dogs and the sales person told us the same and from her comments we purchased an extended warranty from Guardian who suck and are rude! an the manufacturers warranty and no one wants to help out!! We watch a family members dogs and they scratched the material and it is thrashed!!! we can too see the cloth underneath,the material is peeling and now have to replace, but not going with the Durablend!!! after all this we might as well spend the extra money and get leather!
Posted by CATHERINE on 2013-07-29:
I HAVEN'T HAD MY SECTIONAL A YEAR AND IT PEELING IT FEELS LIKE A PLASTIC BAG ITS LIKE A RASH SPREADING THAT DOESN'T HAVE A CURE I AM VERY UPSET DUE TO THE SALES REP SAYING THIS IS BETTER THAN CLOTH IT WILL LAST LONGER IT STARTED FROM ONE CUSHION THEN THE NEXT THEN NEXT IT LOOKS RIDICULOUS DURABLEND ISN'T GOOD AT ALL ASHLEY FURNITURE NEED TO HAVE BETTER EXAMINATIONS OF THERE BONDED LEATHER WHOMEVER TOLD THEM ITS BETTER THEY LIED I AM NOT AN HAPPY CUSTOMER
Posted by jimmy woody on 2013-07-30:
from what this said s i shopping cosco
Posted by Queencreekmom on 2013-07-31:
My husband and I went to the Ashley furniture here in Mesa, Az. We were in the process of purchasing a two rooms of furniture . A "Durblend" Sectional and Couch/Loveseat. We decided at the last minute to do some research first, read some reviews and then go back the next day if they were good. I understand now why the saleslady was so adamant that we purchase the furniture then because the sales price could not be guaranteed if we left! Thanks so much to everyone who posted their negative experiences with Ashley Furniture and the Durablend. You saved us a lot of money and heartache!!!! I'm so glad we waited.... I am going to call the manager and corporate office to let them know exactly why they lost a customer. Not that they will care but it will give me immense satisfaction!
Posted by Saltiesue on 2013-07-31:
Can't write enough negative about Ashley furniture, don't buy their furniture!!! Same problem happened with two different styles of their recliners, first ones were the Durablend noticed the the flaky part, but our problem was that the cushion collapsed on one side(ended up sitting with one hip up in the air) they did let us pick out new stuff when new padding didn't work, new stuff is fabric (stupidly) paid more to get a double recliner couch and matching single recliner, which is now doing the very same thing!!!!!!!!!! Both prices, sorry, poorly made, stuff!! Do not buy their furniture
Posted by Bruce from Houston, TX- on 2013-08-02:
Yep, I have been screwed as well
Posted by Jsned on 2013-09-05:
My brother and his family bought a Durablend sofa,chair and ottoman. Less then a year later it is completely pealed and horrible looking. They were also told by the sales people that this product was more durable then leather. If this many people are having the same problem, there should be a law suit. My brother and wife had to save for a while to get this living room set. A large purchase like this is supposed to last for many years. The company should be held responsible when there product is outright defective.
Posted by Jan on 2013-09-11:
same scenario here, saved up for set, told over and over it would hold up with children, 3 months in and no pattern on couch left, sent pics emails, said they would do nothing, set from rooms to go at a quarter of the price is still perfect condition, very aggravating, Ashleys is a complete rip off
Posted by Amanda-Alabama on 2013-09-18:
Don't buy!!!! It peels and looks awful.
Posted by gmartinez on 2013-09-18:
I bought a Durablend sleeper sofa and loveseat and before the year was up we had the sleeper fixed three times. The front part of the sleeper sofa was bent, the sleeper frame was touching the floor, the stapled parts came out, the cushions sunk in the middle and the back of the sofa had a big metal part sticking out. One of the technicians even pointed out more damaged and told us that it was poorly made. He also, said that Ashleys doesn't replace but fixes. It's so ridiculous, it's been a month that they took our sleeper to "fix" and we're still waiting. We only have the loveseat which is peeling like crazy and no where else to sit. We never got to use the sleeper sofa except to sit on it. Four times to fix. The fourth, they took it and I imagine that they had to redo the whole thing.
Posted by Rose on 2013-09-19:
I was told the two best leather sofas you can buy are Lazy Boy and Natuzzi. I have a Lazy Boy that I bought in 2007 and I promise it looks as new as the day I bought it. I will never buy anything but Lazy Boy leather or Natuzzi.
Posted by Rose on 2013-11-08:
I also am dealing with a problem with ashley furniture.I purchased a leather sectional lounge chair and 5 other pieces of furniture to go with my set.I was so happy cause I had been saving money for quite some time.My kids wanted me to be able to get it sooner, so they all went in on a Mother's day gift and helped me a little. This was less then 6 months ago. They also convinced me to purchase the extended warranty, and explained that it would cover damages. I noticed little punctures on the leather. I dono't know how they happened, as we are very careful. We bought a leather couch and recliner about 9 or 10 years ago at american furnitue and never had a problem. It gets a lot of use and is still beautiful in our family room. I was so sad when american furniture closed down, but we shouldn't be afraid to sit on our furniture, especially when you pay extra money for protection. Anyway ashley sent a tech to look at my furniture. He showed up 2 hrs. late, didn't appear to be happy cause I called the store twice to ask where he was, and I noticed he smelled like he had been drinking. My daughter suggested I call the store to let them know but I didn't because I was afraid to. I called the manager after they called me to let me know the defects were not covered. He did not answer his phone. I left him a message, and I am still waiting 3 days later.So I thought I'll do some research while I wait for his call .I cannot believe how many people are having the same problem.I think a lot of us should take a picture of their furniture and sit in front of their store so other customers can see what they're getting themselve into, or pass out copies of all these complaints to them.
Posted by daniahamid on 2013-11-10:
same situation happened with me too my sale person also told me that durablend is stronger but I bought Ashley durablend bounded leather sofa set from furniture source (11545 Reeder rd Dallas TX 75229-2112) on 11-4-10 .
it will start flaking up and peeling like old vinyl, 9 months ago .i complain to furniture source but first they told me that they will try to help me but after holding me so long they refuse me to help and told me that Ashley denied their complain.
I am so disappointed by Ashley furniture .I also have another sofa from Ashley too which i bought 5 years ago with some part leather but its absolutely fine .It means this sofa set have some kind of manufacturing defect .I do not have any pets and small kids .I bought two piece set and have problem with both.
Please help me in this case
These are the pictures of the defective Ashley sofas. Please check them out and email us back that you got them.
sofa serial # 390882717 --2370188---M.O.# MA2NPOO
love seat serial # 390882954-----2370194----MA2NPOO
Posted by Padna on 2013-12-09:
Although I'd researched well and was up to date (at least I thought i was) on various types of leather and leather-like materials prior to my recent trip to the local store, I ended up purchasing 2 Durablend reclining love seats with console from Ashley's. That was mostly due to the clever sales pitch - not leather, totally synthetic but better performance than leather - and I fell for it (plus it was more affordable). When the first one was delivered it came with a slight damage to the middle console, delivery guys tried to wipe it off with a chemical - and it started showing off more of the damage. They stopped and promised to get me a replacement. But then I got wiser (finally) and checked online reviews again - this time specifically about Durablend. The store's salesperson agreed for an exchange although he pointed out that only reviews you see online are the 'bad' ones. I think he has a point but scores of forums/websites dedicated against Ashley's and in particular against Durablend tells another story that needs to be shared. Thanks for the reviews, they helped me to make a wiser decision.
I used the furniture for a week or so - it is quite thin, feels slippery, and cold. Not too pleased with the comfort of the design or the functioning of the recline. I own fabric and microfiber furniture pieces from Ashley. They are not too classy but functional even after 7 years. Never had to deal with Ashley's customer service (fortunately) so I don't have an experience to share here.
Thanks
Posted by Sharon on 2013-12-12:
I am having the same issues with a Durablend sectional. The Better Business Bureau is a joke, they have no authority and do not do anything that would benefit the consumer. If you have some type of warranty or service plan that is not being honored, contact the attorney general's office. If enough people complain, maybe they will do something about Ashley furniture in your state. I live in NC.
Posted by Elaine on 2013-12-12:
Same thing happened to me with the leather sofa peeling. I also bought the protection plan which I found out was useless. I posted a BUYER BEWARE on their facebook page and they asked me to give them details on their "contact us" site. I did but have not heard back. Suggest you post your experience on their facebook page. It seems to get a response.
Posted by gerald smith on 2013-12-14:
We bought sofa and 2 chairs and an ottoman from Ashley Furniture Company. The furniture was the Durablend and the quality is the worst that I have ever seen. Ashley lies about this furniture and should have law suits filed against them for selling this junk. Each buyer should go to their local tv station and do a live news report about how Ashley have sold from all of us. I will never buy or go in their stores again. I can not believe how a company like Ashley could rob hard working people and get away with it. The Durablend furniture is nothing but junk and Ashley knows it. Shame on you Ashley for lieing and stealing from good people. This is bad business and will shut you down before it is over. Ashley you better wake before it is too late and pay people for their loss. WHAT CROOKS
Posted by Melinda on 2013-12-31:
We bought our furniture and it was delivered 3-12-2013. We had to have a scratch that was made during delivery repaired. When the guy came out to fix the mark , he magically found "scratches" in the "durable" durablend on the one arm and said he would report it to the company to see if it would be covered but he highly doubted it because it looked like a cat scratch. I told him I didn't have a cat. He said how about a guinea pig? I said yes but he's never out of his cage and no animals are in my living room. Anyway I was shocked to see other people are hearing the same thing!!! Ridiculous!
Posted by Cheryl on 2014-01-07:
We also bought a Durablend Sofa from Ashley's and like everyone else were told it was as tough as leather. Now less then two years old one end of the couch has hugh cracks in it that are almost through the underlying fabric. There is just the two of us in the house and the problem is in the area that your head rest against. No way an animal could have done that. The first words out of "Emily's (customer service manager) mouth was do you have pictures and its going to cost you" She would not even set up an appt time to come look at it.
Posted by Lee on 2014-03-19:
I agree with the person who suggested a class action suit against manufacturers and distributors of bonded leather. False advertising! Less than 2 years ago, we bought a bonded leather love seat made by Klaussner from a local furniture store. The salesman told us how great bonded leather was, but we didn't do our homework, so now the sofa needs to be replaced,and neither the store nor manufacturer will do anything about it. We have no kids or pets, and until recently were snow birds who rarely sat in the loveseat because we both had our own recliners. The loveseat was for guests. We do need to take action against these underhanded business practices. Otherwise, more people will be ripped off.
Posted by Andre on 2014-04-02:
I have purchase multiple items from Ashley Furniture Home Store. I am very disappointed with your furniture warranty department. I purchased a Durablend sofa and loveseat after 3.5 years the sofa started peeling. I have a 5 year warranty and they told me that they could not do anything about it even though I purchased the warranty to cover this. I don't think I will ever recommend this store to anyone else.

I purchased a Durablend Sofa and Love seat on 5/18/2010 from Ashley Furniture Homestore at 120 Commerce Blvd Fairless Hills PA 19030. Invoice #55000592. With this purchase I added the 5 year extended service plan. I was told by the sales associate that the plan would cover any damage to the furniture. In about last November 2013 I notice that the sofa was starting to peel in certain places. After noticing this I called the store in Fairless Hills PA where I had purchased the furniture. The store put me in contact with the service center (Value City Furniture) they told me that they would send me some info about servicing the sofa and they would contact me via email. So a week are two went by and no contact from anyone. After I received no response I called back and they line was very busy so I opted on their system to receive a call back. I finally received a call back 3 days later. I talked to a Mary Ann at the service center(732-355-9200) and she told me where to email photos of the damaged areas of the couch this was in December of 2013. Once again I waited about a week or two for a call back. Once again no call back. I called the service center again on hold for about 40 min decided for call back. Once again received call back 3 days later.
They told me they didn't receive the pictures so I sent them again. I called back a few days later to see if they received the photos at that point they had received the photos. They told me they had to review the pictures. So about 2 weeks go by and now we are at the end of January 2014. By this time the sofa is now peeling and falling apart all over. I call back and they tell me that they have to sent someone out to look at the sofa. The earliest appoint that Furniture doctors had available on a Friday which is my day off was March 14th 2014. The gentlemen from Furniture doctors came out and looked at the sofa and told me it looked to be a defective unit and needs replacement. He took pictures and told me that Ashley Furniture would be in touch in 5 days. So on March 21 2014 I called the service center to find out what was going on. The lady that answered told me they don't have my info yet.
About 20 mins later they called me back and told me they can't fix or replace my couch because of the wear on it and I had it since 2010. I asked why and she said the wear is extensive and I should of had it addressed when it first happened . Are you serious I called about this when is first started happening. I'm very disappointed with your company. I will take this issues as far as I can till it is resolved.
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Fraud - Ashley Furniture Home Store Tyler Texas
Posted by Fastnfurious1965 on 01/05/2008
TYLER, TEXAS -- I am having TROUBLE with pillows that came with the sofa and over sized chair purchased from Ashley Furniture Home Store in Tyler, Texas. One week after delivery, which by the way took 2 1/2 months after ordered to receive, I called and talked to the manager (owner's son) that the loop fringe on the pillows was pulling out. That was Nov. 23, 07. I was told by the manager that a technician would come out to check the pillows and if they could not be repaired, they would be replaced. Dec 11, 07 a technician FINALLY comes out after numerous phone calls to the store by myself and husband. The technician took pictures and said someone would be calling me. Dec. 29, 2007 I called the store to find out WHAT they were going to do about these pillows. I was told new pillows would be ordered. On 12/31/07 I received a phone call from the woman who places orders for the store and she informed me that the owner wanted me to bring the pillows to the store BEFORE they could order new ones. I took the pillows in on 12/31/07 (all 8 of them) and the owner, insisted I leave them there so the Millenium Furniture Marketing Rep could inspect them.

I get a call the next day from the Millenium marketing rep, who informs me he did not find anything wrong with the pillows. He stated, They are in show room quality condition. I asked him specific questions about the pillows and it turns out the owner made a switch. The marketing rep was shown a set of pillows that were not the ones I left there. I called the next day and talked with [the owner]. She stated, the marketing rep has inspected these pillows and he agrees with me that there is nothing wrong with them. I through a fit. I told [the owner] that I would be returning the two pieces of furniture and eat the 30% restocking fee. [the owner] stated that returning the items was not an option because there is nothing wrong with the set. [the owner] refused to set up another inspection with the millenium marketing rep while I was present for the inspection. BOY do these owners of this furniture store have a BIG surprsie in store for them. I am filing every complaint possible and reporting these owner's and this franchise to the State Attorney General's Office for fraud. I purchased these items WITH the EXTRA protection plan on each piece. I have pictures of the pillows, they have been filmed on my video recorder, and I WILL not allow these people to maneuver us this way. It is WRONG on so many different levels.

So, BEWARE, because Ashley Furniture Home Store's may be the number one retailer of furniture today, but at the rate these franchises are going, I'll dare say, 10 years from now they won't be. What gets people in the door are the finance options. That marketing strategy only goes so far. If this particular Ashley Furniture location here in Tyler Texas were having a buy anything you want in our store for $1.00 and get the second item free sale, I would not buy from them EVER again.
     
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Posted by Anonymous on 2008-01-05:
Mark Twain said, "There are three kinds of lies: lies, damned lies and statistics."

In sales per square foot of retail space, Jordans Furniture is the largest retailer in the United States.
Posted by Anonymous on 2008-01-05:
Don't think we have any Jordans Furniture stores out here. I see Levitz is going under, no loss there.
Posted by Anonymous on 2008-01-05:
Jordans is a small chain in Greater Boston / Southern NH, but their stores are huge and phenominally successful. They have a stellar record for customer satisfaction, and, as I said, per square foot, sell more furniture than any other store in the country.
Posted by furnitureman on 2008-01-06:
Jordans is owned by berkshire hathaway so there statistics are more then just Jordans, they include R.C Wiley, Star Furniture, and Nebraska Furniture Mart.

Gallery Furniture in Houston is not far behind with 130 million in 1 single store about 90,000 square feet
Posted by Tammy02 on 2008-01-11:
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. If a store is unable or unwilling to assist with a warranty claim, Ashley’s corporate office can assist by notifying the store of their warranty obligations. We request that you consider contacting the Ashley Furniture Consumer Affairs Department. We are here to help!

Our contact information is as follows:
Email: consumeraffairs@ashleyfurniture.com
Fax: 608-323-6139
Phone: 800-477-2222, ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612
Posted by afhsscott on 2008-01-14:
What is upsetting about sites like this is people can say what they want, true or not, and other people seem to just believe it all. When a customer is upset about something, everything they say is going to be so horrible and exaggerated. To make it sound like things took even longer, this customer said a week after delivery she called the store on Nov. 23. Their furniture was not delivered until Nov. 29. This customer said for a fact that the pillows were switched and Mark was shown a different set of pillows. This is completely not true. Mark looked at the pillows that were left here by the customer. If there is nothing wrong with the pillows there is nothing we can do about it. The customer also mentioned to store employees that her husband thought the set was not what they really wanted in their particular room that is used for lying around watching movies and playing video games. Everyone who has inspected these pillows aggrees that there is nothing wrong with them. They have loose fringe around them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Layaway? What Layaway?
Posted by Ed.Zalig on 11/15/2012
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 payed $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 a 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 some what 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 thru 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.
     
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Posted by Alain on 2012-11-15:
Thank you for an additional review warning consumers about Ashley.
Posted by Soaring Consumer on 2013-01-03:
If you put something on layaway and you are making payments on it then there is no reason that the store should have sold your product to someone else. It is their legal and contractual obligation to keep it in the store as you have a vested interest in the property. Good for you that you kept fighting for a refund on the spot!
Posted by shatiera on 2013-08-03:
i really seen some nice things online in also in there store. i was thinking about doing a layway as well. but after reading this i am going to find a place where customers come first!
Posted by Todd on 2013-12-11:
To expect a retailer to hold the actual furniture on lay away for weeks or months at a time is ridiculous. They have to pay for the merchandise and then store it for you. The furniture is always ordered in to fill the sale when the final payments are made. I have never heard of a store that actually holds big ticket merchandise on layaway for more than a few days. This is not like buying a coat at Burlington.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Disgusted by Ashley
Posted by Denisembinion on 01/24/2013
PLANO, TEXAS -- Bought a couch from Ashley. Salesman sold us on it, if buy the warranty and anything happens, Ashley will come and try to fix it, if they cannot fix it they will replace the couch. After 14 months the leather on the couch started peeling off, like sunburned skin.

I called Ashley right away, where I was passed around hung up on and rudely accused of abusing the couch. Finally a manager got on the phone and told me to put a hole in the couch and call the warranty company. All I got was returned phone calls denying my claim. Nobody ever came to look at my couch.

Ashley furniture is thieves, who sell you crap furniture, and they do not stand behind there products. We are not rich people we saved for the couch for 2 years, I want to protect anyone else from ever having this happen to you. Never shop at Ashley.

     
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Posted by Obsfucation on 2013-01-25:
"Ashley furniture is thiefs, who sell you crap furniture"

This is not news to any regular reader here.
Posted by At Your Service on 2013-01-26:
This is the kind of thing that gives extended warranties a bad name.

Get a copy of the extended warranty contract. Unfortunately the verbal word means very little.

Best of luck.
Posted by paulsferg on 2013-02-02:
ASHLEY SUCKS,they take your money ,promise the world,then basically tell you SORRY1dont go near the place.they got me for a piece of crap 2,000 mattress.wont do a thing for me screw them
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Encore (Sewer) Salsa Sofa
Posted by Seabeck on 12/21/2009
SILVERDALE, WASHINGTON -- On 11/06/2009 I bought sight unseen a couch called, ENCORE SALSA SOFA, It is red and was in a flier in the local newspaper. I went to the local Ashley store here in Silverdale, Washington. They did not have this couch in the store to look at and sit on, and check out. I liked the way it looked so I paid for it. It was delivered a few days later. I was very happy with what I had paid for, That is until later that day... The smell was SO BAD I could not stand it, it actually smells like a SEWAGE PLANT,( untreated sewage), and the red color would come off when you would sit on it.. I was very pissed that I know have a PINK shirt, (it was white) the color was coming off really badly.. I called the customer service phone number, BIG MISTAKE!!! They attempted delivery of another one, I inspected it before they took it off the truck. It did the same thing when I wiped a white cloth across it, it turned pink, and the smell was just as bad.. I did this in front of the delivery guys so they knew I was not feeding anyone a bunch of crap..They took it back, meanwhile, I still have this couch in my home that has made the whole place smell like untreated sewer poop!!! So mad, I took off one of the seat cushions and took it to the store of purchase, and spoke with the store manager, She agreed with me that she could smell how rank it was, and she saw what happened when you rub it with a white cloth, she could see with her own eyes that the red color was coming off on the cloth... At that time they had one on the sales floor, we both did the smell and rub test, and oh gee, the same thing happened. We then decided on a different couch of the same color red, or close to it. It was more expensive of course, and did the smell and rub test on it, no problem, I told her I would not pay more than $100.00 additionally, so she said she would sell it to me for $399.00, and said I was also getting $50.00 off for the inconvenience, ya right... So I paid the difference. Next day there is another flier in the paper, It is the couch I had just exchanged the old one for, and it was on sale for $399.99, ya, I was pissed, she made it sound like I was getting SUCH A GEREAT DEAL. So I called the customer service number again, ( by this time I have spoken to 6 different customer service people), I was so tired of the run around I was getting that I demanded a refund of the difference and the $50.00 coupon, thus, $125.00.. Still no money as of today, 12/21/09...I receive a call telling me that the new couch I was doing the exchange for in stock was broken and that they had to order a new one, and I would not receive it for another week or so.. I finally received the new one, I thought I was done, BUT NO !!! This one is broken also..The left arm is so wobbly, I am afraid to touch it, so once again, I call customer service, and yet again, another new person, and yet again, I have to explain the WHOLE SITUATION AGAIN~!!!!!! I* demanded delivery of the next one within a couple of days only to get a phone call stating that the one in stock is ALSO DAMADGESD!!! Holy crap, I have been dealing with Ashley Furniture since, 11/06/09. The new, hopefully unbroken one is to be delivered tomorrow. I cannot imagine anyone wanting to buy ANYTHING FROM ASHLEY FURNITURE!!!!! This company does not care about it's customers in the least, and I for one will not shop there again and will tell anyone to shop else where....If the new couch is not up to snuff, I will be demanding a full refund.. I have read most of the complaints on this sight. I seriously think that a "CLASS ACTION LAWSUIT" should be set in motion, if not already done...It has been weeks, no one has called to see what the status is. And oh ya, after calling customer service, ( in Texas),good luck on getting a return phone call if you request one.. It WILL NOT HAPPEN, trust me...Pissed and unhappy in Washington state....
     
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Posted by Anonymous on 2009-12-21:
Ashley is junk to begin with, but a $450 couch from them? I'd expect just about what you got. You have to remember that this company's expensive furniture is junk, so to try and get a bargain is just plain crazy. Tell them you want your money back, or you'll file a small claims case and take the pillow with you to court.
Posted by Hugh_Jorgen on 2009-12-21:
Not a class action suit! I can see the ads now...."does your sofa smell like poop? You might be entitled to a cash settlement!"
Posted by i_am_canadian on 2009-12-21:
This would be a good case for Jim 'The Hammer' Shapiro.
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Ashley Furniture Quality and Warranty
Posted by Snuffynra on 01/18/2011
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 love seat 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 (Theresa )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 (ruby) 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 (Alicia) 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 Alicia, 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 love seat 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 then the receptionist. I then talked to the manager (nick) I explained the whole deal with him. I angrily asked if he thought $2000 furniture should last more then 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 love seat, 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 barley 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 . .were not gonna do anything, there reason is the damage has to be reported within 5 days of happening??? I then received a call from another person from Ashley furniture (Karen). 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 ridicules 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 every one know how these to company's 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 then a few years . .you better stay clear of Ashley's thanks Greg 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 warranty's
     
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Posted by msnanny on 2011-01-18:
I wouldn't expect any furniture purchased at Ashley's to last over 4 years but that's not the point. You purchased an extended warranty and they should repair/replace your stuff. I would not let go of it either, fight, fight, fight!
Posted by 49er fan on 2011-01-21:
Bottom line is this, don't purchase extended warranty's from Ashley Furniture. Some store's use different extended warranty provider's "montage" etc. NONE of these provider's replace or repair furniture due to poor quality or normal wear and tear. If you do decide to purchase an extended warranty from this company EXPECT confusion or simple run around in response to your complaints or concerns.
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StarStarEmpty StarEmpty StarEmpty Star
Peeling Leather Sofa
Posted by Gipsonb2001 on 02/22/2013
I purchased a leather sofa and recliner 3 years ago it is now peeling. Ashley states 1 year has passed and advised me to contact. Montage services, they were no help states the $200 warranty does not cover this type problem it appears to be the leather quality which is the problem.

Had I been aware of this I would not have purchased the furniture.
     
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Posted by Obsfucation on 2013-02-22:
Leather doesn't peel, but fake leather does. Ever ask yourself 'exactly what is Bonded Leather'? Bonded is just a fancy word for imitation.
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Peeling Leather
Posted by Abhishek_am35 on 08/02/2011
I am having same issues of Peeling leather sofa withing 9 months of purchase. I bought the warranty then also they deny saying that peeling is not covered in the warranty.

Less than 1 year should also be covered in manufacturing warranty but still they find excuse to deny it.

Please all of you login to www.bbb.org and file a complaint with Better Business beaureau. It takes less than 5 minutes to file the complaint and they will start addressing your complaint right away. File your complaint against both Ashley Furniture and Montage Furniture (Warranty Company) This will also reduce their BBB rating and BBB can take action against them it they are genuine issues reported to them.

It is better than putting your complaint here on this forum. :(

     
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Posted by Sparticus on 2011-08-02:
Filing with the BBB is a good idea. I believe Ashley Furniture is one of the companies that respond to consumer complaints on this site.

Hopefully you will hear from them either way and get some assistance.
Posted by PepperElf on 2011-08-02:
sparticus - i dunno about that. unless you count the times they send in employees to post fake positive reviews
Posted by Churro on 2011-08-02:
PepperElf, I don't believe that happens and I know for a fact you were wrong when you pegged this OP as a shill.

http://www.my3cents.com/showReview.cgi?id=66329
Posted by Anonymous on 2011-08-02:
http://www.bbb.org/milwaukee/business-reviews/furniture-manufacturers/ashley-furniture-industries-inc-in-arcadia-wi-15008534/

Am I reading this right? AF has an A+ BBB rating, yet there are 173 lodged complaints?
Posted by Whiteduck on 2011-08-02:
Hmmm... I have read a hundred Ashley complaints and never once have I seen a response from them.

I am suspicious of anyone that defends this company after all the bad reviews. Even if they have addressed one (still haven't seen it), they've ignored hundreds.

If they do indeed have a A+ with the BBB it's just a good reason to not bother with the BBB.
Posted by Venice09 on 2011-08-03:
I don't recall ever seeing a response from Ashley on this site. If they have an A+ rating, something is drastically wrong.
Posted by Churro on 2011-08-03:
http://www.my3cents.com/userBlog.cgi?id=52192

There's a list of Ashley responses although ole Tammy's been MIA for awhile.
Posted by Venice09 on 2011-08-03:
That was three years ago. Tammy probably ended up heading for the hills.
Posted by PepperElf on 2011-08-03:
whiteduck - that's cos the BBB has a track record of selling ratings.


just google "bbb hamas"
Posted by Anonymous on 2011-08-03:
I used to not think that PE, but the more I see I know that you are right.

Tammy was out numbered Venice. She tried to put on a brave face but she couldn't keep up with the complaints.
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I Don't Know What To Think!
Posted by BudgetTipper on 02/20/2011
PLANO, TEXAS -- I've purchased a lot of Ashley furniture. Some of the Ashley furniture came from a furniture store that sells a number of different name brands. The furniture was a lot cheaper than from the Ashley Furniture store. When they delivered it, I made them load most of it up and take it back. There were numerous defects. It made me wonder if they purchased seconds. I bought another famous name brand from them a few years before that and had a minor problem with quality, but it was resolved; so it makes me wonder about that particular store. The owner called and asked me why I was sending the items back. He was real nice. He listened and said he would look at everything when they got it back to the store. After he saw the returned merchandise, he called and apologized. He said the delivery men were supposed to have checked the furniture before they loaded it, and said he couldn't believe they delivered such as that. He reordered the furniture, and personally checked it before it was loaded. Everything they delivered this time was perfect, and I haven't had any problems with any of the furniture.

I recently bought a DuraBlend cafe couch from an Ashley furniture store in Louisiana. I bought it for my daughter and son-in-law, who live in Texas. Since I've got to take them a bedroom set of mine, I'll just take the coach to them, too. They went to an Ashley store in Plano, Texas to see the couch and order two recliners to match. They didn't have any of this set in stock. The sales woman gave my son-in-law a terrible impression. She was rude and acted like she didn't have time for them. I don't know what she said, but she made my son-in-law believe that the Ashley couch I bought them was a piece of junk. My son-in-law decided to buy some DECENT recliners elsewhere. I was furious, and tried to smooth things over. I had previously spoken with the assistant manager of an Ashley Furniture store in Frisco, Texas and she was extremely nice. They were suppose to have went there. I called her and told her how the sales woman in Plano treated them. She wanted the woman's name to report her. The owner of the Frisco store must also own the Plano store, unless she was going to report it to corporate.

By the way, Ashley Furniture Stores are independently owned and operated. Ashley has their own designers, factories, warehouses, and trucks to deliver to the stores. The only thing they hire out is the delivery of the furniture to you. The stores are independently owned and operated. The franchise owners and corporate have the most to loose. The managers are just employees. If the manager doesn't solve the problem, then ask to speak to the owner or call corporate. I had a problem in the past that I didn't mention, and I found out how it works and got it taken care of.

After all this, I decided to go online and read the reviews. Now, I feel that maybe they should buy the recliners from somewhere else, and I regret buying the couch.

Does anyone know anything about how well the DuraBlend holds up? I know it's a blend of ground up leather, cotton and polyurethane. It's suppose to be more durable than ordinary vinyl, doesn't make you sweat like vinyl, and the look and feel is that of leather. How well does it hold up, though? I had two lane recliners that felt and looked like leather and they were polyurethane. We had to replace the reclining mechanism on one of them after several years, but the fabric held up about 12 years. Shouldn't the DuraBlend hold up just as well?

By the way, the Ashley Furniture Stores are independently owned and operated. Ashley has their own designers, factories, warehouses, and trucks to deliver to the stores, but the stores are franchises. You can always get further with corporate than you can the stores. The franchise owners and corporate have the most to loose. The managers are just employees. If the manager doesn't solve the problem, then ask to speak to the owner or call corporate. By the way, that sales woman has been reported. I had a problem in the past that I didn't mention, and I found out how it works and got it taken care of.
     
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Posted by Alain on 2011-02-20:
I don't know how DuraBlend holds up, but since it's an Ashley product if there is anything wrong with it you're liable to have difficulty getting it fixed.
Posted by 49er fan on 2011-02-20:
Durablend as you stated is simply a mix of polyurethane and VERY small amounts of actual leather hence the name "durablend". Since it is not 100% leather you can run into a few problems. It will, over time begin to crack or peel, if this were a 100% leather then you could simply apply some high quality leather conditioner or polish and fix it right up, unfortunately leather polish or conditioner wont work on "durablend" simply because its not actual leather. Based on your comment it appears you are a very educated consumer and are concerned over your purchase or family's purchase, good for you!!! I hope you can find the information you need to make a confident decision in your purchase or future purchases. I hope you don't allow the elaborate layout or design of the Ashley Furniture Stores to fool you in believing you are in an "upscale" or "high end" furniture store because that simply isn't the case. You get what you pay for despite how good the furniture looks in the store and Ashley makes it look amazing!!! Alot of people as you have seen just on this site alone have had alot of serious issues dealing with this company. Overselling of the product, poor customer service, poor product quality and little to no service after the sale.
Posted by Sandy on 2012-11-05:
My DuraBlend recliner rocker started peeling and flaking the same as yours about 3 months ago. It has gotten much worse so I called the store where I bought it 4 years ago. I bought the extended warranty at the time of purchase. I was told by the store to contact the company that handles the warranties. I did that and when I sent them pictures of this rocker, they came back with an offer of 1/2 of my original purchase price returned to me. After I reviewed the warranty document (which I had them email me ) it said I was entitled to full original purchase price if the item could not be repaired, and clearly it cannot. I informed the warranty people I expected full credit for what I paid. A short time later I received an email stating that I had a credit for my full original purchase price waiting for me at the store but my warranty is now void. I won't buy this DuraBlend product again! It is garbage, I'm just thankful I found my receipt and am getting credit for what I paid.
Posted by Sandy on 2012-11-05:
My DuraBlend recliner rocker started peeling and flaking the same as yours about 3 months ago. It has gotten much worse so I called the store where I bought it 4 years ago. I bought the extended warranty at the time of purchase. I was told by the store to contact the company that handles the warranties. I did that and when I sent them pictures of this rocker, they came back with an offer of 1/2 of my original purchase price returned to me. After I reviewed the warranty document (which I had them email me ) it said I was entitled to full original purchase price if the item could not be repaired, and clearly it cannot. I informed the warranty people I expected full credit for what I paid. A short time later I received an email stating that I had a credit for my full original purchase price waiting for me at the store but my warranty is now void. I won't buy this DuraBlend product again! It is garbage, I'm just thankful I found my receipt and am getting credit for what I paid.
Posted by Bevan on 2012-12-11:
In 2010 I bought 2 couches and a loveseat that were durablend. I have always liked them until recently a tear and peeling came about on one of the couches. It looks like the tear and peeling is quickly getting worse, so I'm trying to figure out how to fix it. I'm afraid more problems will come out in the next year or two.

I bought them because they were cheap, comfortable and looked good. But unfortunately, they don't last very long it seems.
Posted by Yvonne Joyner on 2013-12-18:
I purchased a Durablend reclining chair from Ashley's. Reg price was $699.00. I had it 21/2 yrs and now it is peeling and flaking. I called Ashley's to see if maybe we solve the problem. There reply was we will send you a piece of material to fix the spots. We have to pay to have it done. Will not buy Durablend again or deal with Ashley again. Not the first problem I've had with there furniture.
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100% Leather = Durablend???
Posted by Dustin in AZ on 04/13/2009
MESA, ARIZONA -- Durablend is not 100% leather as some sales associates would have you believe.
Customer service--I do not think the store in Mesa AZ even knows what that is. A promise was made to exchange our fake leather for real leather at a similar fair cost but "making it worth our while". A deal was made for 1600$. When we went back to the store for the 3rd time the deal went up to roughly 1670$. Are they seriously going to screw a customer 70 more $ after they already screwed him on the first set of couches? What else will go wrong. The order was cancelled.

Do not shop there you will get the run around--"I'm waiting on corporate to email me back" "They(Corporate?) are on airplanes right now and I will have to get back to you in the morning" How dumb do they think their consumers are?
     
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