Ashley Furniture Couches and Sofas Consumer Reviews - Page 3

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.

LONG BEACH, CALIFORNIA -- I see a lot of people complaining about this furniture. Yeah, it's not top notch leather, so if you expect that don't get this. I like the sofas we purchased and we weren't in a position to drop $$$. These will do for now. I wanted to also mention, that I've had these couches almost 8 months and I haven't experienced ANY of the peeling, tearing, or anything else some customers have mentioned.

They might want to think about how they handle their furniture or treat it because I even have a cat who has done NO damage to these. They're soft and comfortable, but remember this is NOT 100% leather material so don't treat it that way nor clean with real leather cleaners. This will ruin your sofas.

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 salesperson one Mr. ** 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. ** being a professional, he apologized for the inconvenience and told me to call the warranty number. When I called them I was told the complaint 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. ** again and he sounded genuinely concerned but I do not think the salespeople 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 homework, 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 complaints within the first six seven months of my purchase and now have been living with it for 2 years. I even invited Mr. ** to visit my house and 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 salespeople but that I think goes with the territory. ASHLEY STORE, I AM SORRY I VISITED YOU.

HOUSTON, TEXAS -- On June 16, I had gone to Ashley Furniture on San Felipe St. The salesman was **. I spent a lengthy time with him and had told him my boyfriend and I were interested in a couch, the only thing that was in debate whether to make it into a sofa bed. ** 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 ** I was going to take a picture of it and send via message to my boyfriend **. In front of him I took the picture. Directly in front of the couch sits a sales table where the salespeople draw up the paper work. However that day I did not buy. I wanted my boyfriend to see it first, he would be in town the following weekend.

I gave ** 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 would 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.

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

I did and spoke to several including calling ** 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 ** would go hide.

I made 2 different attempts in trying to get the sofa we had bought. I showed the Manager ** 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 **, 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.

SUNRISE, FLORIDA -- I just moved to start medical school and I needed to furnish an entire apartment. So went to Ashley furniture to buy a living room set and bedroom. It's been 7 weeks that I have had my furniture, and for 3 weeks I have been sleeping on my couch. The wooden slats under my bed broke, 3 of them. So I called Ashley and asked what could be done and they told that nothing could be done because I didn't have a warranty.

Upon further inspection of my bed I saw that there were bolts screwed into the middle of the slats. So I called back asking if my bed came with middle support legs. The answer was "I don't know I'll get back to you." A week later and I don't hear back. So I called and was redirected so many times that I don't even know which department I got a hold of but finally someone told me that my bed was supposed to come with 7 middle legs. I call the store back saying my bed never received these parts. And was told someone will call me from warranty and parts. Someone calls and I explain everything and she asks if I could sends pictures. So I say yes and take pics with my phone.

After sending the pics from my phone to the computer downloading and attaching it, I send it from my junk email address. Well I guess it didn't go through. The media file wasn't supported, but still they should have done something more than nothing. Finally someone calls me and wants to set things up to get it fixed on Thursday and I made a Tuesday morning appointment and was told that someone will call me 24 hrs in advance to let me know a time frame for Tuesday morning. Oh and they tried charging me 45$ to get it fixed.

I get a call Monday night at 9:30, not 24 hrs in advance that he will be there between 10 and 1 pm. Last I heard, morning ended at 12 pm. So I clearly told him that 12 was too late. So what happens, he calls me at 12. We had to reschedule and I told him I had a 2 hour break Wednesday from 10:30 to 12:15. And he said he would be there to fix it at 10:30. Well he didn't call me until 11:40 to say he a was almost here. Gets here and comes in and goes "oh, you don't have middle legs and we will need to replace the slats!" Are you kidding, that's what I told the lady last week.

So now I have an appointment for Saturday for them to come fix my bed. I have had my bed for 7 weeks, didn't get the correct parts, broke after 4 weeks and it took them 3 weeks to have someone come out to tell me that my bed is broken. Never ever will I buy from Ashley furniture again. Waste of money and time.

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 saleswoman 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 supposed to have gone there. I called her and told her how the saleswoman 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 but the stores are franchises. The only thing they hire out is the delivery of the furniture to you. The stores are independently owned and operated. You can always get further with corporate than you can the stores. The franchise owners and corporate have the most to lose. The managers are just employees. By the way, that sales woman has been reported.

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 supposed 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?

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.

VERNON HILLS, ILLINOIS -- On 02/02/08 my husband and I had two sofa delivered after picking them out in the Vernon Hills store. It has been just under two years since we have owned them and the bigger couch is so uncomfortable that none of us can bare to sit on it. Sure, the cushion is worn down from normal use (a measly two years) but it's what's underneath the worn cushion that makes it so uncomfortable; a big piece of hard wood.

We have been discussing filing a complaint for a while and we are doing so today after I plopped down on the couch the other day and hurt myself! I didn't jump on it, I was tired, I plopped down and I managed to plop right onto that board and now have a bruise on my back from the couch! We need a warning sign that says "sit down carefully, or you may get hurt".

We are not sure if it is the cushion that was made so cheaply and therefore flattened so quickly or if the furniture was made poorly all around. All we know is that if someone would have told us that we were paying $1700 for leather couches that will be so uncomfortable that they will induce pain either by sitting down on it or sitting for a period of time due to lack of cushion and hard blocks of wood underneath the lack of cushion, we would have run to La-Z-Boy furniture.

I called Ashley furniture today and they said their store manager will be in tomorrow. We are filing a complaint with the Better Business Bureau and never stepping foot in a Ashley Furniture store again. We did buy an extended warranty but never received any information. Plus I looked on their website and the store "does not have extended warranties". Meaning you threw your money in the toilet unless you actually have physical damage to the furniture that needs repair.

We have taken excellent care of the furniture, there is no damage other than it is junk in itself. I remember my parents having a couch for 15 years and it was so still comfortable. We didn't even get two years out this cardboard couch. We feel we have been ripped off and the only way to remedy this is to add cushion which I am sure a store that sells this poorly constructed furniture is not going to do such a thing.

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 now 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 GREAT 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 DAMAGED. 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 its customers in the least, and I for one will not shop there again and will tell anyone to shop elsewhere.

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 site. 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...

PHOENIX, ARIZONA -- On Wednesday, August 12, I contacted their Phoenix, Arizona customer care center by telephone. I left a message after listening to a message that said my call would be returned in 24 hours. I left my home phone for looking up my prior purchases; but carefully explained that they needed to call my cell phone, which I then left. When I didn't get a return call, I called again early Friday, August 14, 2009.

At 5:01 PM on Friday, August 14, 2009, a call came into my cell phone from (623) 209-2700. At the time, I was at the gym, but elected to answer it in the hopes that Ashley might be returning my call. I explained the problem I was having with the leather sofa I had purchased from them with the extended warranty. The woman explained that she couldn't help me, it wasn't covered under the warranty. At one point, she sat and read the warranty to me while I was trying to talk. She explained she was corporate customer service and she was the final decision.

When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this, just kept explaining it wasn't covered. Finally, after some time of me continuously asking for a supervisor, she sent me to **. I don't know the spelling of this name. She gave me the same run around. The frustrating part of talking to her was that she actually lied to me!

When she gave me the same run around, I asked for a supervisor. She said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not, that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it.

At that point, I was so frustrated; I got in my car and drove to the store I bought my sofas from. As I reached the front of the store, the phone representative finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk in the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to, none of them would provide it. She called a sales representative up and they gave me the owner's email address.

During the time the store representative was giving me this information, another woman came on the line. I asked for her name, it was **. She identified herself as the last rep's supervisor. I explained that the last representative had lied to me and told me she did not have a supervisor at one point and then told me she wasn't there. ** tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case, she said her supervisor was not there. ** continued to provide me the same run around. She was offering to send out a tech, but not deal with the problem.

Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to store reps, they told me to contact the owner. They were far more helpful than any of your phone reps. All three phone reps refused to give me his name, address, phone number, or email. I had to get this from the store.

The next day, after my phone re-charged, I checked my voice message and found one from **. She says to call her back and she will send out a representative or she would intercept this email and address it then. Since I have NO level of confidence in these reps, I will not deal with her again. I want to deal with the ownership of this company. Also, since the behavior of these representatives suggests to me that he may never see this correspondence, I have copied the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I will be posting my complaint on online websites so others know to avoid Ashley.

Here is a definition of the problem: The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from them as well, it is leather too, has seen far more wear and is in substantially better condition. I can provide pictures and then you will understand.

Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6' tall husband sat on it, and his knees came up to his chest. He thinks the structure has failed.

It is my expectation that Ashley will make this right. That used to be the kind of firm they were. We actually bought the second sofa from you, because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa.

I used to recommend Ashley, I don't anymore. We won't be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn't treat customers right in the hopes they might be back. Obviously, Ashley doesn't care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does.