Ashley Furniture Couches and Sofas Consumer Reviews - Page 4

TYLER, TEXAS -- I am having TROUBLE with pillows that came with the sofa and oversized chair purchased from Ashley Furniture HomeStore in Tyler, Texas. One week after delivery, which by the way took 2 1/2 months after ordered to receive, I called and talked to the manager (owner's son) that the loop fringe on the pillows was pulling out. That was Nov. 23, 07. I was told by the manager that a technician would come out to check the pillows and if they could not be repaired, they would be replaced.

Dec 11, 07 a technician FINALLY comes out after numerous phone calls to the store by myself and husband. The technician took pictures and said someone would be calling me. Dec. 29, 2007 I called the store to find out WHAT they were going to do about these pillows. I was told new pillows would be ordered.

On 12/31/07 I received a phone call from the woman who places orders for the store and she informed me that the owner wanted me to bring the pillows to the store BEFORE they could order new ones. I took the pillows in on 12/31/07 (all 8 of them) and the owner, insisted I leave them there so the Millennium Furniture Marketing Rep could inspect them.

I get a call the next day from the Millennium marketing rep, who informs me he did not find anything wrong with the pillows. He stated, "They are in show room quality condition." I asked him specific questions about the pillows and it turns out the owner made a switch. The marketing rep was shown a set of pillows that were not the ones I left there.

I called the next day and talked with [the owner]. She stated, the marketing rep has inspected these pillows and he agrees with me that there is nothing wrong with them. I threw a fit. I told [the owner] that I would be returning the two pieces of furniture and eat the 30% restocking fee. [the owner] stated that returning the items was not an option because there is nothing wrong with the set. [the owner] refused to set up another inspection with the Millennium Marketing rep while I was present for the inspection. BOY, do these owners of this furniture store have a BIG surprise in store for them.

I am filing every complaint possible and reporting these owners and this franchise to the State Attorney General's Office for fraud. I purchased these items WITH the EXTRA protection plan on each piece. I have pictures of the pillows, they have been filmed on my video recorder, and I WILL not allow these people to maneuver us this way. It is WRONG on so many different levels.

So, BEWARE, because Ashley Furniture HomeStore may be the number one retailer of furniture today, but at the rate these franchises are going, I'll dare say, 10 years from now they won't be. What gets people in the door are the finance options. That marketing strategy only goes so far. If this particular Ashley Furniture location here in Tyler Texas were having a buy anything you want in our store for $1.00 and get the second item free sale, I would not buy from them EVER 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!

MOBILE, ALABAMA -- My couch is peeling! I'm so upset! I will never ever purchase from Ashley Furniture again! The salesman assured me it was real leather. Over the years leather must have been gmo'd.

CRYSTAL LAKE, ILLINOIS -- This sounds just like my sectional! I love the couch but just want to replace the Durablend (it is like brown tissue paper!). Mine has the worn holes in it that do look like cat markings. This leather-blend is terrible!

CALGARY, CANADA -- I purchased a couch and loveseat from Ashley furniture in Calgary Canada at a Ashley store. After 6 months of use, the cushions and filling compressed and dropped about half from brand new. Two months laters screws poked through the bottom. I called Ashley furniture, as I had purchased the extended warranty (waste of money and watch out as the sales guys lie about what's covered). What a pain in the rear to get it fixed.

First they send a guy to look, then rescheduled to come and fix. Beware as they did not fix the cushion as they said it has to lose/compact more than 50% in order for it to be considered defective. And therefore they did not fix the cushions. Beware when you call them expect to waste two days (1 day each time ) for them as they give you time windows of three hours.

So after calling back and getting nowhere with Ashley furniture and having to live with crappy cushions, the couch started sagging 6 months later. Called service again and they came and fixed it. Apparently loose screws again and they added cardboard and more foam to the bottom of the couch and said it was fixed.

5 months later a board on the back of the couch broke loose and the filling in the arms slipped off and you could feel the wood and cardboard. Hmmm soo comfortable. Call service and wasted two days again! They come and fix screw and broken board, added some more filling to the arms and say that is the best they can do! But due to the fact that the factory did not glue it in place it will keep slipping, and will have to live with it.

Call back to service and get rude people saying it has been fixed. I reschedule (again wasting time for them to come take a look), they say they are going to have to take it to their shop to fix it and I will be without a couch for 5 days! What a joke. When I asked about the lemon guarantee that the salesperson told me (that if there is more than 3 problems with the unit it will be replaced) apparently a lie, but I guess that is what Ashley is teaching their sales reps. They denied that there is such a thing.

So Don't buy from Ashley, crappy products, crappy and rude customer service as they put all the blame on the extended warranty company and likewise the extended warranty company puts it back to Ashley. Funny though they have the same number that comes up on call display??? But apparently are different companies?

If you do buy from Ashley plan to replace it every year or if you're lucky maybe every two. Also expect that when you get frustrated with them and ask to talk to a manager that they will not let you and when they give you attitude and you tell them you're recording the conversation, expect that they will hang up on you. I will never buy from Ashley furniture again. Terrible terrible experience and as of this moment the couch is going to The Dump.

ROHNERT PARK, CALIFORNIA -- We purchased the leather Brown Sonoma Recliner sofa and loveseat from the Rohnert Park, Ca store in August of 2007. By July of 2008 we were noticing that the leather was losing its color and there were small areas of peeling, many in areas that weren't even in contact with someone sitting on it. We had purchased the extended warranty based on the salesman promising that no matter what happened to the couch it would be repaired under the warranty. Wrong!!! When we called we were told it was a defect and Ashley needed to handle it.

To make a long story short we spent 2 months going into the store every weekend and talking to 2 different idiot store managers who kept promising one thing or another. Not one ever followed through. We were so frustrated and finally got the idea of sending our situation to a television news station who did buyer complaints and so on. When they agreed to take it on I furnished the girl with all the info and she made a call to Ashley. Same store, same idiot store managers. No response for her either.

Finally I suggested she needed to go higher and of course she had a better clue of how to get there than I did. One phone call to Corporate and it wasn't 5 minutes before a very cheery person called to set up a tech appointment to look at the couch. (Forgot to say that this news station will do a segment on their nightly news on consumer complaints.) Tech came out, found 5 areas definitely in need of replacing because they were defective. I'm sure the whole couch is and we'll see that over time, but they determined they'd replace the sections.

Now this is the way they do it. They order the pieces...... in our case cushions and leather and have it delivered to your house. You are then to call and make an appointment for it to be picked up to be repaired, which I did. This morning my couch was delivered and when the man brought it in the house he told me "I have no idea why they didn't replace these to cushions, as it's obvious they have a problem." They fixed one area that was an obvious problem and then two arm rests that had very small specks of color coming through.

I have a phone call into the cheery, lovely lady that called me originally and have been waiting an hour for her return call. At first when I asked to talk to her they said yes, may I ask who's calling. Oops, suddenly busy when I gave my name.

This company is garbage and they couldn't care less if they have people who don't follow through and step up and take care of the customer. I'm certainly done there, but not done there, if you know what I mean!! Next step is back to the television station and then BBB and possibly small claims case, which I hate to do because I don't want to spend anymore time on this!

ESCONDIDO, CALIFORNIA -- I purchased a sofa and because I was unsure how it would work in my house my salesman told me that there was a 3 day return policy. He lied. It doesn't work, it's uncomfortable and poorly made and I have spent hours talking with them and getting the runaround (they put me on hold for 20-30 minutes then hang up, they say they will return calls and do not). Finally a manager told me that they never accept returns or offer refunds. Ashley Furniture is a shoddy, unethical company. Take my advice and shop anywhere else.

GILLETTE, WYOMING -- We used our tax return from 2 years ago to buy our first piece of new furniture. We finally settled on a decent looking sectional at the Ashley Home Store and paid cash up front. We've taken very good care of the couch and have only moved it from one spot to another in the same room once. Now the wood inside is broken in 2 places and stabs you if you're not careful. The cushions slide around and look terrible. I hate this couch and I will never spend another dime on anything from Ashley.

HOUSTON, TEXAS -- Peeling surface of sofa bed that had hardly been used!

INDIANA -- Purchased two couches from Ashley Furniture. Sales person demonstrated how much better the bonded leather was than leather. They are junk peeling like crazy. We spoke to someone there about the issue and we were told to send pictures. After sending the pictures no one would return our calls. Customer service has a lot to do with us the consumer. Do not buy from Ashley Furniture. Spend your money you work hard for at a reputable company that backs the products they sell.