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.
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.
EVANSVILLE, INDIANA -- I bought a matching couch & love seat combination w/ 4 built in recliners not even 6 months ago. Only 4 months after purchase a hole was in the love seat. It took more than a month for them to come to my house to just look at it, then another month after that to repair it. I had to keep calling to get results done several times. Now, the frame on the love seat has broken. Had to call 2 times to get a time set up for someone to just come to my house just to look at it, having to wait 2 weeks for that who knows how long until it'll actually be fixed.
The people involved have been very rude, seems to not care about my anger over this & very unprofessional. I know one thing, I will NEVER buy another thing from Ashley furniture & I know I won't EVER recommend them, not even to anyone, if I hated someone, I don't, but I'd not even tell that person(s) about them. I regret ever hearing about them, let alone buying something from them!!!
WICHITA, KANSAS -- We purchased the Durablend Sofa and love seat 4 years ago, and they were very comfortable. We were told that they would hold up to wear and tear and pets, better than real leather furniture. Our sofa is now peeling like a orange. The faux leather is sticking to people when they sit on them. Under is a tan fabric. I would not buy this furniture again. Nor would I tell people its a great investment. I am going to contact them tomorrow and see what sort of warranty we have.... From reading other reviews it may look like we are out of luck.
LOUISVILLE, KENTUCKY -- I purchased a couch and recliner almost 2 months ago and left excited about new furniture. We were given a delivery date only to have Ashley Furniture call the day of to tell me that the furniture was on back order. The new delivery date would be another 3 weeks. My thoughts, no sweat, things happen. On the new delivery date they didn't even bother to call. My wife stayed home all day and once the time was close, she called to find out the furniture was still on back order.
After being given the runaround, she was able to speak with the highest ranking customer service representative (I use this term loosely) and he offered us $130 in store credit and told us that the new delivery date "should be" July 11th, but fell short of guaranteeing.
Customer service was rude and condescending and not once took any ownership of doing anything wrong. An "I'm sorry" goes a long way and I have yet to receive that. Additionally, they initially tried telling me they could not refund money back to my card that I put down as a deposit and would just apply anything to my existing credit. Only one that benefits it them. So now instead of being able to cancel my order over the phone, I have to actually go to the store to cancel the order. They were unwilling to fix the problem and unwilling to apply and adequate credit to my purchase.
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.
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.
CONROE, TEXAS -- I've had my Durablend couch I spent almost 2k for and I've only owned it for 3 years and it's falling apart. I contacted the warranty company 2 months ago and they haven't responded after I spent time taking pictures and writing up a report on the issue. Very low-class company - STAY AWAY!