BURBANK, CALIFORNIA -- I purchased a package from Ashley Furniture and had my fist delivery on July 3rd. The sofa was broken and I refused delivery. I was told do not under any circumstances accept a damaged item because then it can't be returned. So I refused delivery and set up a new delivery for the 5th. They were a no-show at the agreed time. Called hours later saying "We have your sofa coming now." I was not home at the time and said "You are 5 hours late." The employee was rude and said "Well the sofa is in the truck and staying in the truck." I immediately called the store and scheduled a delivery for today July 8th.
The two employees knocked on my door and apologized saying "Ma'am we can not deliver this sofa. Come take a look." Well I looked. It was lying on its side, not wrapped, dirty all over back and bottom from the truck. The workers said this cannot be a new couch!!! It's not even wrapped. Well apparently it appears it is the same sofa I refused delivery on from the 3rd. This posh store tried to redeliver the same sofa that was broken. So now I refuse delivery again and call the store. The supervisor argued with me saying "Well if you want a refund then we have to come back and get the sofa we delivered on the 3rd!!!" WTF.
I refused delivery and the sofa was put back on the truck. This woman argued with me calling me a liar stating my recited show... Blah blah blah. Really take your records and choke lady. So now this posh store won't refund my money because their paperwork says I have a sofa!! I'm so done. Next step small claims court. Never use this store. Ashley Furniture in Burbank, CA. Can not be trusted!!!
SANFORD, FLORIDA -- I went into the Ashley Homestore on Towne Center Blvd Sanford, FL to look at new furniture. The salesperson who greeted us was super nice, everyone was. We were left to wander the store to look at everything without being followed around which I loved. When we finished Kayla, who was helping us sat down with us to discuss what we liked. We decided on a sleeper sofa, love seat, a table at that time.
She explained their financing, also protection warranty, etc. I had come back twice more, still undecided. Last time I came into the store, Kayla was only too happy to talk to me again. Same sleeper sofa, same love seat. We decided no on the table and went with an Ottoman.
When it came to writing this up, she once again mentioned the protection warranty, which we were not interested in. First they wanted me to apply for a credit card, which when I said no they seemed shocked. The time frame I got for the furniture being delivered was at best three weeks. Though we were happy with the experience overall, we were not with the financing.
We decided to go through their online store, as we loved the furniture but hated the finance choices. To my surprise on the online store this was cheaper, 480. Cheaper than in store. I had no issues with my purchase, none with delivery. On the website this sofa is suppose to have a Memory foam mattress, not springs. I even checked in store to be sure.
When it arrived 5 days after purchasing I was thrilled. We did look at the mattress, noticed it was not the same color as one in store but did not notice it was springs until it was slept on. Since we got on a Friday I called their customer care on Monday. I had no issues, though I had thought they would just replace the mattress. They replaced the whole couch! Loved the couch to begin with. It arrived this morning, Wednesday, just two days after I called. Exact mattress we saw in couch in store. Perfect!
I have read MANY terrible reviews about Ashley. I can't find any on their online store. I dealt with the store. It was a great experience. The people at this store are super friendly, helpful. I purchased online because I have before, not with Ashley, but it was a good experience. As this was.
I have to say kudos to the people in customer care. I experienced no runaround, no shift in blame, nothing I have read about. The furniture we bought is super comfortable, soft, NO damage either time. It all came wrapped in plastic, cardboard. The delivery people were AWESOME! Both times. I wish I could find more positive and less negative. I did not buy leather and would not. I have cats. This fabric is totally washable, not treated by any chemicals, which I am happy about.
I dealt with their head office, their customer care, their warehouse in Tampa and did not have the experience of many. It was all good. More than happy with this purchase and I would again. I have only had this furniture for a few days. I don't regret the purchase one bit. I would use their online store again, and this store to look anytime. They're super. I DO NOT work for Ashley Furniture, as I noticed on other sites any positive is met with these reviews are from employees. Nope, I am a satisfied customer.
CHATTANOOGA, TENNESSEE -- We bought this Premium Lenoris Collection totaling almost 5,000.00. Within 6 months this "new" nylon webbing technology that replaced the metal springs began to stretch and sag making the seats useless. Warranty refused to fix. They only chose to put new foam in the cushions which fixed nothing. Months later, we're still replacing foam and still have useless furniture. If you're looking for expensive imported junk, this is your brand!!
FRIDLEY, MINNESOTA -- Purchased a sectional couch and two couch trays. One of the sectionals came missing - pieces necessary to recline or connect the couch to the other sections. We attempted to request the correct pieces and even sent a picture at their request. They could not send the correct pieces and insisted they need to send a tech out to look at the couch. They could only commit to a date and could not provide the time they were to come until 2 days in advance. They also only offer to come out one day per week. This is extremely inconvenient and forces the customer to take a day off of work.
We had also purchased two couch trays. These arrived at a separate time. Upon opening the package, one of the trays was missing the tray portion. It was only a metal frame. In attempting to remedy these issues, the corporate office was extremely unhelpful. We even attempted to discuss with the manager Harold. We will not be purchasing furniture or should I say pieces of furniture (since that is what they provide) from Ashley Furniture or Furniture Mart again.
SUNRISE, FLORIDA -- We purchased the Power Recliner and Power Sofa at the end of Sept. 2015. Took delivery and after the holidays noticed the you would sink down lower in the recliner than the sofa, also the right "arm" pad was flat. We contacted them as we bought the extended home service plan. They looked at the pictures we sent them and they sent out a service tech.
The tech had told my wife and I that the recliner looked like it was a manufacturer's defect... He called his findings and the woman on the other end told my wife and I they were not going to do anything it was a wear condition? So $2200.00 plus the $200.00 plus on the warranty and you get 4 months use out of your furniture. Do not go to this store... Very bad business.
RICHMOND, VIRGINIA -- On March 30th, 2016, I purchased several pieces of furniture from Ashley Furniture Store on Broad Street, in Richmond, Virginia. The first time we sat on the furniture, the foot of the sofa broke off, rendering the sofa unsafe for use. I communicated this to the Manager of Customer Service, Ms. **, and was told that the sofa would have to be checked and repaired.
I did not pay for refurbished furniture, and the cash that I paid was not defective. I requested an exchange, which was denied. I took out a Warrant in debt to request a refund; however, you must file the claim in Fredericksburg, an hour and a half away, and I have to contact an attorney to find out who is accountable. The Ashley Furniture chains seems to be in the business of defrauding the public, and with the assistance of the legal system, it is impossible to resolve an issue or get a refund.
BURBANK -- I purchased a couch, loveseat, and ottoman from Ashley Furniture. Before the one year warranty on my furniture had terminated, the seams on the cushions of the furniture were tearing away. After trying to get in contact with customer service numerous times, I was finally able to get a hold of someone after waiting 30 to 40 minutes in the phone. The representatives were rude and rushed me to get off the phone.
They proceeded to send me replacement parts but did not send all the parts. When the first worker came to replace the parts, he realized that the entire order had not been shipped. Once again, I had to call and tell them to send the rest of the parts, of which I remained on the phone for 30 to 40 minutes just to talk to someone.
When they sent a second person to replace the furniture parts, the worker came without tools just to tell me that the company had scheduled the work for 30 minutes but in actuality about 3 hours of labor was required. Therefore, the worker did not do anything but came all the way to tell me that the work could not be done and that I had to call in and reschedule again. This would be the fourth time.
Apart from the low quality of the furniture, it is evident that both the customer service and the independent workers who come to fix the products are incompetent and just wasting people's time. I am deeply disappointed in the service and will not consider shopping with this company again.
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.