Ashley Furniture Couches and Sofas - Page 2

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1.6 out of 5, based on 33 ratings and
100 reviews & complaints.

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Ashley Furniture and Warranty Are Useless, Staff Not Much Better
Posted by on
Rating: 1/51
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 ongoing 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 Andrew 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.
     
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Paul on 2014-02-01:
Have you looked at other complaints about Ashley quality and failure of their warranty to cover any damage or the lousy workmanship? They aren't a lot different than yours, except yours has the additional variable of moving out of the area (which shouldn't make a difference). Sorry you got burned. I would never go anywhere near Ashley after seeing complaints like yours.
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Cheap Product - Cheaply Made - Never Ever Buy Ashley Furniture No Matter How Good the Product May Look
Posted by on
Rating: 1/51
NEW ROPCHELLE, CONNECTICUT -- Cheap product cheaply made never ever buy Ashley furniture no matter how good the product may look or the deal may sound, I thought I was dealing with a genuine furniture company only to realize I was not. While passing by an Ashley store in New Rochelle we thought of doing some window shopping and ended up buying two sofas though we already had a beautiful leather sofa set, the sales person one Mr. Mendez who was an excellent person very professional and helpful who closed the deal he even sold us on the extra 5 year warranty making a special mention that ASHLEY FURNITURE STANDS BEHIND ALL ITS PRODUCT.

As we did not need the sofas right away we stored them in our basement for nearly five to six months when we were getting guests visiting from India we brought the sofas to the living room, to cut the story short the sofas were nothing but a cheap product every time one sat on it the lumber of the frame would start creaking and the seats would come out of its place, this would happen even if my three year old grandchild sat on it the creaking was bearable but the shifting of the seats was a pain, every time anyone sat on it the seats would move out of its place a sheer embarrassment in front of guests one of them even commented “this is what happens when you buy cheap stuff from cheap outfits GO OUT AND BUY SOME REAL FURNITURE”.

I called up and complained at the store Mr. Mendez being a professional he apologized for the inconvenience and told me to call the warranty number when I called them I was told the complain of mine is not covered as that sounds like a manufacturing defect and that I should call the company customer service or the store, since I had tried the latter I called the Customer service and after many back and forth questioning with different individuals on several occasions I was told to take Velcro and stick it on the seat and the frame which sounded ridiculous to me after having purchased the sofas and being told that the company stands behind its product is this what they really meant USING VELCRO? When I insisted for a solution to this problem I was told by one of the CS ladies they have had several similar complaints when I told her to send me an e-mail to referring to what she had just told me she said she would but that e-mail never came. I called up Mr. Mendez again and he sounded genuinely concerned but I do not think the sales people have any leverage at the store level. I had given up on the whole sofa issue as a foolish decision where I was stupid to buy without doing my home work when one of my guests who visited my house recently and who experienced the problem first suggested that I should put the issue in the store reviews so that other people do not fall into the same trap I did.

Remember I started my complains within the first six seven months of my purchase and now have been living with it for 2 years I even invited Mr. Mendez to visit my house an see the problem first hand but that did not happen (maybe company policy). But in short stay away from Ashley furniture the furniture stinks their customer support stinks (not at all professional - very rude – talking down at you attitude) the only silver lining are the sales people but that I think goes with the territory. ASHLEY STORE I AM SORRY I VISITED YOU.
     
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trmn8r on 2013-10-22:
I guess this means you aren't a satisfied Ashley customer. I know there are a couple out there somewhere.
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Poor Customer Service, They Delivered the Wrong Sofa, My Boy Friend and I Saw One Sofa and Chose Only the One, Yet They Delivered
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- On June 16, I had gone to Ashley Furniture on San Felipe St. The sales man was Gary, I spent a lengthy time with him and had told him my boy friend and I were interested in a couch the only thing that was in debate whether to make it into a sofa bed. Gary took me the walked me to where the sofa's were and which one could be turned into a sofa bed. The first sofa he showed me I liked immediately, the color, the price. The only thing I did not like was the additional price for a sofa bed.

As I told Gary I was going to take a picture of it and send via message to my boy friend Jeff. In front of him I took the picture. Directly in front of the couch sits a sales table where the sales people draw up the paper work. However that day I did not buy I wanted my boy friend to see it first he would be in town the following weekend. I gave Gary my home number in the event the couch would go on sale; he had already indicated that there was currently a sale however there would be another one next week that wold effect this couch, he wrote the name of the couch on a business card not his personal he had no business cards yet. However he insisted that I ask for him when I make the purchase. He as well gave me his personal cell number.

Gary would call me twice informing me that the sofa was on sale with the reminder to ask for him. On July 1st Gary called me again, to let me know the sofa had gone down considerably due to a 4th of July sale. The next day Jeff and I went to the store asked for Gary as promised. He immediately wrote up the ticket as both Jeff and I both sat on the couch we were purchasing.

On July 13th the couch was delivered to my home, it was wrapped. As the delivery guy unwrapped it, I immediately addressed the concern that it did not like, this one had puffy seats, and I do not recall brass buttons on the stems of the arms. The delivery man said once you break it in by sitting on it the seats will go down, and maybe you just do not recall the couch to have buttons after all you bought it 11 days ago. If its wrong call the store.

I did and spoke to several including calling Gary whom had denied even recalling me. He did however add insult to injury by saying you initialed a check off list, I demanded to see what the check off list was. The paper form reads on the Ashley Customer Courtesy Checklist my address info and a seven digit reference # ?? A mere reference number, now what could that mean to me a customer or any customer? Soon after Gary would go hide.

I made 2 different attempts in trying to get the sofa we had bought, I showed the Manager Susan the picture of the couch I had bought, and assured I had not looked at any other. The battle would be over my acceptance of the couch, and the cost of the couch we wanted was more, and then another charge for delivery of $69.00. I had refused to give Ashley any more money so, they ask me to choose another sofa, I did but because it was not the same it was cheaper I could not get. Finally several hours and several managers we came to an agreement, Ashley would cover the cost of delivery and half the cost in the difference between the couch I had and the one I originally bought but did not. I should have read the reviews, but I see they are not known for customer service. I do not believe I will ever buy anything from Ashley again and as for Gary, quick to make the sale, but he is as dishonest as he treated this situation, he will one day find out if has not already that honesty is best. Hope he will have his job secured.
     
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Disgusted by Ashley
Posted by on
Rating: 1/51
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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Obsfucation on 2013-01-25:
"Ashley furniture is thiefs, who sell you crap furniture"

This is not news to any regular reader here.
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.
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.won't do a thing for me screw them
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NEVER AGAIN
Posted by on
Rating: 1/51
FREEHOLD, NEW JERSEY -- I purchased a sofa in Feb 2012 it lasted til Nov 2012! The sofa bed is damaged-frame bent per the technician who finally came to look at the sofa. This took multiple phone calls. He was not able to repair my sofa. The customer service department with the exception of Alex and Linda is a disgrace. The managers do not call you back. Dec 1, 2012 I called customer service and talked to Be Be a customer service manager. I told her I was upset because the managers never call you back. She gave me her word she would review the report the technician prepared and call me the same day as she was working til 9pm. She never called me back as she stated she would. Perhaps she should Google basic customer service skills. If a customer is upset that he or she has not gotten ANY follow up calls. As a MANAGER you may want to keep your word. She is condescending and unprofessional and inefficient. Dec 2, 2012 I went to the store to get some answers and Linda at customer service was respectful and earnest. She read the technician's report and immediately started problem-solving. Bebe had the same information and never called me back with andy floow-up. Completely unacceptable!
I was so exasperated I left the store. If a consumer pays full price for a product that is damaged beyond repair, that has only lasted a FEW months REPLACE IT. The customer service is reprehensible. I truly regret this expensive purchase and will NEVER buy anything from ASHLEY FURNITURE. It is comical that this Be BE customer service manager now wants to talk to me. Until this issue is resolved I will only speak with members of the staff that are efficient and have customer service skills.
     
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trmn8r on 2012-12-03:
Yes, the customer service sounds horrible, which goes with the quality of their furniture.

What was the end result of your effort to get help?
At Your Service on 2012-12-03:
Ashley Furniture is less expensive for a reason. With all the complaints you hear of about them, I'm not sure why anyone would purchase anything through them.
rsl123 on 2012-12-03:
I'm experiencing similar issues. Yes, they say they'll call, but they never call. In my case, they have been sending me the same defective loveseat again and again. Every time, they said they would send a new one, but they sent the same piece. Involved the store manager and another corporate rep, but same results. I think it's their culture. Will never buy and recommend them to anyone.
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The Quiet Customer...
Posted by on
MESA, ARIZONA -- Problems started with the 1st phone call from Ashley’s delivery department. They told me someone would be calling me to set up a delivery date. When in fact, they “told me” when the sofa was going to be delivered. I was home the day the RED sofa came. (It was supposed to be brown) The driver said he could leave it and pick it up when he brought the correct one I had ordered.
Wondering where my sofa was after about 3 weeks, I called Ashley. Why hadn’t anyone called me ? The lady on the phone said it would arrive from the warehouse around April 1 and someone would call me to set up the delivery. Instead, I received a call on Wed., March 30th saying the sofa was set up to be delivered on Fri., April 1 (2 days later) between 9a-1p. I questioned the operator about it and he told me that “it said” someone had called me already and set up this specific time and if I needed to change it there would be a $49 charge. He said this 4 times during my discussion with him. I think this is what made me the most angry. After discussing my options with him, it seemed there was no other choice. I agreed to go ahead and leave work to meet the delivery people.

The following is a rough estimate of my experience today.

8:30a- rec’d call saying they were 30 minutes out
Went home from work- 37 minutes later I called Ashley. They said there “must have been a misunderstanding” and they wouldn’t be there for at least 1.5 hours. – I came back to work.
10:30a- Ashley called me saying they would be there in 25 minutes - I went home again. Waited for 47 minutes during which I was trying to call Ashley (3 times) after 29 minutes had gone by. No one answered and the phone and it did not have an answering machine instead, it disconnected after playing a recording. I called again and they said their computers were down and that they “couldn’t help me.” I left my house and came back to work.
12:25p- Ashley called and said they were in front of my house. (this was after at 10:30 am they said they were 25 minutes out ??) I told the girl everything that had happened, she didn’t even listen to me. She said, “oh, so you’re not home?” I have been not raised my voice or used curse words but I can’t express my anger, it’s beyond expression to me.
12:34p – called Ashley store to talk to manager – he is with a customer and will call me back - It’s now 1:15pm Hopefully that customer he is with is buying something.
     
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Skye on 2011-04-01:
Sounds like the typical Ashley Furniture story.

tnchuck100 on 2011-04-01:
Ya know, if Admin could provide 2 or 3 pre-written Ashley complaints for reviewers to choose from it would save these complainants some time typing. For the most part they are pretty much the same.

Ashley has GOT to be the absolute WORST furniture company on the planet. Maybe it won't be too much longer until they run out of prospective customers.
Nohandle on 2011-04-01:
I honestly don't believe they will run out of customers anytime soon Chuck. I think few people check out a business before they make a purchase. We all have been warned about Ashley Furniture but new members don't realize this has been a long standing problem.
tnchuck100 on 2011-04-01:
Nohandle, you're right. But the fantasy was nice anyway.
trmn8r on 2011-04-01:
You are right nohandle. I browse complaints against dog breeders and brokers, and there is a steady stream of people who buy dogs over the internet, solely based on a picture.

It is totally insane. Here you are buying a living animal, that will be a part of your family for 10 years or more, and there is no thought put into the fact that it needs to have been bred and raised properly to minimize genetic defects, disease, socialization issues. Then people get wigged out when they have a $1500 vet bill two weeks after receiving it.

It is aggravating that people aren't more careful, whatever they are buying.
Skye on 2011-04-01:
People buy vehicles all the time, without a TEST drive, on line.

Nothing surprises me.

Buyer Beware is what it all comes down to.
Alain on 2011-04-02:
I wonder how Ashley manages to only have a 71% negative rating here. Particularly when they receive at least a complaint a week, if not more.
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Sales People Lie to Make the Sale
Posted by on
Rating: 1/51
SAN MARCOS, CALIFORNIA -- We have been in the market for a new leather couch for a while. We had been at a furniture store in the San Marcos area called Living Spaces. We unfortunately had no luck finding a couch that worked with our layout. On our way back to La Mesa, we noticed an Ashley Furniture Store off the freeway. We decided to stop in. We met with a salesman named Ulysses.

We looked at several couches. One in particular caught our eye. It was a modular sectional sold as individual pieces. The showroom configuration was far too large to fit in our living room. Ulysses recommended customizing the pieces to fit our needs. Sounded great. I noted that we had 2 end tables that needed to fit as well. We also noted that we couldn't go too much larger than our existing couch. I didn't have the room measurements with me. I told the salesman we needed to wait until we measured to confirm that the couch would fit properly in the room.

He stated that we could order the couch and if for any reason we didn't like it Ashley would pick it up at no charge for a full refund. I asked him to confirm that there would be no cost charged if the couch didn't fit in the room. He confirmed there was no charge as long as we contacted Ashley Furniture within 72 hours. We decided to purchase the couch since we could return it for a full refund if it didn't work for us. A couple weeks later, the couch arrives. The delivery guys set it up in about 2 minutes and left. The end tables no longer fit in the room and the couch extended across the entire room. We tried moving pieces in a different configuration but the center section had unfinished sides. So the couch really wasn't so modular. We called Ashley right away to schedule a pick up explaining that it didn't fit in our room. Customer service told us there would be a $39.99 charge to pick up the couch. The initial delivery charge was $89.00.

We received a complete runaround between the store and customer service. We were told that we could not receive a refund unless we drove back to the store in which we purchased the couch and the pick up charge of $39.99 would need to be paid. The initial delivery charge of $89.99 was also non refundable. If they tell you you will get a full refund, it's a lie. Don't fall for it. Suggest Costco online. Costco takes anything back for a full refund.
     
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Karnamay on 2013-09-22:
You also get a much better quality couch at Costco for less money!
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False Advertising on Protection Plan and Cheap Quality Furniture!
Posted by on
Rating: 1/51
GREENVILLE, SOUTH CAROLINA -- We purchased a leather couch and love seat almost five years ago. We were told if we purchased the protection plan that no matter what damage happens to the couches, the protection plan would replace or fix the damaged furniture, including dog scratches! We have two dogs, so that prompted me to buy the protection plan. We normally do not buy any warranty's but since we have dogs, we purchased the plan. We were also told that if we did not use the plan, we could use the money towards something in the store.

Well.......our five years is almost up and two of the cushions have not held up like the other three cushions. I called to have them fixed and was told that my protection plan number was not a valid number, and they do not cover wear and tear and dog scratches! The contact person had quite the attitude when I was talking to her. I felt very defensive, but did not lower myself to treat her with the same attitude.

Very poor customer service and combative! I also mentioned that when we received our loves eat, it had a small pin hole tear in the leather on the cushion. That was not going to get better once we started using the furniture, so the store replaced the leather in the cushion, but the way they nailed the leather to the frame, it does not stay in the frame.

We have repeatedly had to nail it in over the years. When I decided that the furniture was not going to get fixed, I was going to use the money on something in the store. Come to find out, we have to purchase $500 worth of product to apply the money too! Just one more lie! We will not be shopping at Ashley Furniture again! Poor service, quality, and cannot be trusted!
     
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Sales Rep who lie.
Posted by on
Rating: 1/51
NORTH BRUNSWICK, NEW JERSEY -- My wife and I went to the store looking for a Sofa bed for our finished basement. Found one we liked right in our price range but I was concerned that it would not be able to fit down the stairs and in to the room. I expressed this concern to the Sales Rep at least twice and explained it was a 3 foot wide hallway they had to get it down. He specifically asked me if it was a standard 30" X 80" door, I told him yes. He then told me it would, NOT "should", would be n o problem, their delivery guys go to tight place in NYC all the time and they would get it in. Well guess what happened when they got here, they would not even try to get it down the steps. Just told it wouldn't fit. Now we were faced with paying a 25 % restocking fee or $180 to get a Technician to come out and take it apart to get it in our basement. Calls to the store and Rep denies ever telling us that and Sales manager "Can't do anything for you " not even apologizing, it was our fault. Calls back and we are put on hold and no one picks up or calls back. We are given e mail adresses to write to??
     
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trmn8r on 2012-11-12:
This could be a dicey one. Ultimately, it doesn't seem like the store's responsibility - not unless they come out and see the actual layout.

Was the problem the doorway itself, or the hallway? The sofabed may go through that doorway, but only if it can be manipulated a certain way that involves shifting sideways that the hallway prevents.
At Your Service on 2012-11-13:
No question that there are two sides to every story, but I would hope that for the sake of good customer service, Ashley would not require a customer to be out if merchandise is found to be "undeliverable".
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Ashley Sucks
Posted by on
Rating: 1/51
MINNESOTA -- I bought 2 full size couches for the deal at 268 each plus the delivery and warranty for a total of 812. After the bad delivery, which the guys had a very had time and almost ripped the couches. My girlfriend and I were having backs pain while sitting or laying on them for long periods of time. I tried to return them after 7 days. I was told to go through the warranty company. They told me I was stuck with them due not returning them in 7 days and they couldn't make couches which are comfortable for everyone. I had a choice to exchange the couches and pay an additional 450 for couches that were not what I was looking for. I had to cut a piece of plywood to put in each couch to prevent the rear of the couch from sagging. Made a big difference but doing this with 2 couches that are 2 weeks old.... REALLY.....

I WILL NEVER BUY ANYTHING FROM THIS COMPANY AGAIN. HOPE THIS KEEPS you FROM BUYING JUNK.
     
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CUontheFlipSide on 2012-11-05:
Junk furniture is what they sell. What did you think they were selling for $268?
trmn8r on 2012-11-05:
$268 for a full-sized couch sounds impossibly low in price. You get what you pay for, but at the low end you don't get much at although you still spend more than pocket change.
wjk898 on 2012-12-03:
And by the way, no matter where you go, you will have to pay at least 5X that amount to get the good ol furniture that you likely are familiar with or expect. It's called "throwaway" furniture and they all sell it. These days, so to speak, you "date" your furniture, you don't "marry" it.
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