GRAND FORKS, NORTH DAKOTA -- I'm not happy with the couch I bought from Ashley Furniture two years ago. Just after the one-year warranty was up, the couch cushions began to peel and crack. We've already replaced one cushion cover at the cost of $58. There is even a spot on the back of the couch that is cracked. It looks terrible. It ridiculous that I have to replace all the cushion covers after only owning the couch for two years.
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!!!
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!!
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.
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.
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.
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.