Ashley Furniture Couches and Sofas Consumer Reviews - Page 5

We bought the Larson Cinnamon Sectional from Ashley, it was on sale for about $800. Looks great and just the right size for our living room. It was delivered after 6 weeks and returned after 6 days. This is the worst quality I have ever had for a living room furniture. It is just me and my husband , no kids, no dogs and still, we found the cushions and the pillows are getting funny in shape after using it for only 4 days. It was getting uneven due to sitting on it. Although it is great in size but it was horrible in quality. We were lucky that the furniture store took it back and returned it to Ashley. Don't buy this, it will not last few months and it is not worth it.

ORLANDO, FLORIDA -- Bought a DuraBlend couch and chair. Looked good in the store and the saleswoman told us the DuraBlend was better than leather and had leather in it. I said I have kids and was looking for a set to hold up because I had kids and wanted it to last. Over and overheard how it would hold up and how great it was "for kids". Well one month into using it and find out it tears when you wipe up a chocolate milk spill and just sitting on it you tear tiny little holes in it. My couch looks like junk. The "leather" is a cheap and very thin layer of what could be called tissue paper and you barely touch it and you see the white cloth underneath.

So called the store, some guy comes out and stands there telling me I must have a cat because a cat did this damage and the "he will file the claim but it doesn't look good". Seriously telling me I own a cat? Where is this cat buddy? Just an excuse to not cover this thing and oh so glad I was stupid enough to buy the 5 year useless guarantee because they clearly will make up lies to get out of fixing or replacing this junk. I only bought the 5 year guarantee BECAUSE OF THE KIDS and no, we don't own a cat.

I feel ripped off and don't worry, I will be filing a complaint with BBB as soon as I hear those words I see coming. Stupid me read the many complaints about Ashley, this DuraBlend material and not standing behind their guarantee policy. BEWARE it is all true, they will not cover anything, lie to get your money, promise you all kinds of lies and a month later you are sitting on a couch that is JUNK.

NEWNAN, GEORGIA -- Loved the experience and the customer service was great. I loved it and will recommend it to my family and friends, great service. Love my new set of couches, great quality overall.

NEW ROCHELLE, NEW YORK -- We purchased 3 piece sofa that has recliners at ends, also separate reclining chair. All are made with their bonded leather. The sales representative said this product is better than leather, never needs treatment and outlasts leather. It is made from leather fragments and plastics. We even bought the puncture insurance.

Come to find out after the delivery, we thought all was well. Then at a close look we found corners of the couch and chair arms the fabric leather had small chips. We called and complained and after a few weeks we were able to schedule a serviceman visit to replace several SKINS (segments of furniture coverings). Serviceman did a good job and we thankful.

Unfortunately, we also were victims of not researching this product. Several months later the seat portions on all of the furniture developed very small cracks. Then as the months went by they began to flake off. What an embarrassment. People that visited us when the furniture was new only had good things to say, now they are in shock that the furniture coverings did not last even a year. By the way we have no pets, so there is no blame there.

I called the service dept. and complained. They said the fabric warranty was over and that it's not covered. After a lot of complaining and demanding management, they agreed to send me new skins to replace the coverings on the defective portions. I would have to hire an upholstery service to do the replacement at my cost. I refused, stating how is that going to help me?

Later I did call the insurance company, that they sold me on, the insurance company said they could only repair punctures or internal damage. I which someone would start a class action against Ashley and I would certainly join it. How they can get away with lying so much about the product is appalling. Now I am reading the Better Business Bureau gives Ashley a high rating, Ouch! I just lost all my faith in the BBB.

We need some oversight on the BBB, there may be something going on there that stinks. I have been telling everyone I meet to never purchase anything from Ashley. Maybe that's why they are not in Connecticut. I went out of my way to buy my furniture from New Rochelle, NY store for this terrible robbery. I was going to threaten Ashley that I would put videos up on YouTube showing what crap they sold me. Then I started seeing all the poor reviews, most of them describing exactly what happened to me. If someone starts a class action please make a link like Ashley Class Action because I will continue to Google it hoping I get a hit and then I will join.

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 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.

Frankly, after reading the reviews here, I feel fortunate that we were only screwed out of 1,000 dollars, as opposed to the thousands that others have lost. I purchased a sectional sofa in June of 2009, and even after having the cushions replaced, (which took eight months of calling every customer service number and store that I could get a number for, and NEVER once receiving a call back. I eventually called the national customer service number, and was given the name of a local furniture repairman that they used to correct the horrible furniture they sell. Needless to say, he was swamped, and the replacement cushions took another two months to arrive.) the couch looks like a forty year old relic, and is the most horrible, uncomfortable, broken down piece of crap that anyone could imagine.

We can hardly sit on it, because the cushions are so flat and crappy that we sink into the crack in the back of the sofa. The fabric is trash, it looks like it's been "combed" with a steel rake, the slightest bump gouges another hole in the wooden trim, and one arm is so loose and broken that it flops and creeks. It makes me furious that there is nothing I can do, as my one year limited factory warranty has now run out. I believe that I got the run around for so long to that end. As long as no one answers calls, or responds in any way, the warranty runs out, and Ashley isn't obligated to replace or repair this piece of trash anymore.

PLEASE, I beg of you, DO NOT spend your hard earned money on anything from this store. What they do to people should be criminal, if it in fact is not. Save a little more, wait a little longer, and go to a store with quality furniture, and caring customer service.

Six months ago, my husband and I purchased an Ashley sectional sofa from a store in Akron- Ohio. Since we were moving to Philadelphia we ordered the sectional sofa and decided to bring it along with us to Philly. Our salesmen told us if we have any problem we can show it in any Ashley showroom in USA.

The day we were moving, we loaded our brand new sectional sofa straight from the warehouse into our truck. After reaching our destination, we opened the plastic covers from our sectional sofa and when we were trying to put the two pieces of our sectional in place, my husband noticed one side looked broken/chipped from the edge. However we were not 100% sure and did not complaint about it, we also thought that "Ashley" being a big brand will never sell broken furniture.

After a few days we noticed that the frame was of very poor quality and the sofa would bend backwards, if you rest your back. We also noticed that on one side the frame was broken. We were very disappointed and were very careful not to use that side too much. The quality of the cushions also decorated in 2 months.

My husband decided to call the store in Akron and complain. We were not too hopefully since it had almost 5 months. But the same salesmen told us we can complain to Ashley, since we are still under warranty. We finally complained to our local Ashley store and they send someone to inspect the sectional after 3 weeks. We are now being told that we broke it and it is not their responsibility.

I am very disappointed with Ashley furniture. I am sure that you will agree that two adults will not sit on any sofa so hard that the frames will break. We don't have any kids to jump up and down. The quality of their furniture's are really bad. I will never buy any furniture from Ashley and will advise all my friends to refrain from buying anything from Ashley.

CHICAGO -- I went to Ashley Furniture after going to 10-15 furniture stores, looking for a sofa. I just moved into my own apartment in a new city and I was sitting on an 'inflatable' lounger/sofa so getting a real couch was a priority. I was greeted the second I walked into the door of Ashley, and I told the salesperson I was 'just browsing the sofas' because furniture salespeople generally irritate me (especially when they are on commission).

He welcomed me to the store, explained the layout and asked if I had a color in mind. I told him that I wanted something neutral and he asked if I would like a suggestion. He walked me over to a sofa that was beautiful - I loved it instantly. I sat on it, it was comfortable, within my budget, would fit into my space (and through the narrow stairwell). I was sold!

I told him I wanted to purchase it and he gave me a discount on delivery, and took me to someone at a desk to process the payment. I was out in less than 10 minutes, much to my relief. My delivery date was set for the following week, 6 days away. It could have been delivered 2 days earlier but the date chosen was agreeable with my work schedule. I received a call 2 days before delivery (as promised) confirming the address and I was given a delivery window of 10:15 - 2:15. I asked for a call prior to arrival because my door buzzer was broken.

The morning of delivery, I got a call at 9:41, asking if I was available for delivery in the next 20 minutes (if not, it would have been at the end of the window). I agreed and two Ashley furniture delivery people came, managed to squeeze the couch up 2 narrow, twisty flights of stairs and through the door without any trouble. They asked me where I wanted it, cleaned up the packaging and I was sitting on my couch at 10:30! The sofa was just as beautiful and comfortable as I remembered from the store and I am thrilled with both the experience and the purchase. I will definitely shop Ashley again.

WINNIPEG -- I purchased a Sabrina couch from Ashley Furniture in Winnipeg, Manitoba. I loved the couch and it looks great in my living room. After receiving the couch, one of the pillows was missing from the couch. I phoned customer service to report the missing pillow. I told them I was missing a green pillow, I had a total of 6 out of the 7 pillows. I stated that in the store there were 7 pillows, 2 cream, 2 brown, 1 orange, 1 red, 1 green. The customer service rep told me there should only be 5. I told her that the couch I bought in the store had 7 pillows. And if you look on the website, it shows 7 pillows.

She made it seem like I didn't know what I was talking about, some of the stores apparently throw extra pillows on the showroom items, and there should only be 5, and she was looking at the picture (same picture I was looking at that shows 7 pillows) and only saw 5 pillows. I told her I have 6 already and am still missing the green one. It went back and forth until she realized I was right and there were supposed to be 7 pillows. Her attitude towards me was I was wrong, or didn't know what I was talking about and once she realized I was right there was no remorse for treating me the way she did. Now she has to order the missing pillow and it can take up to 6 weeks for delivery.

I will never buy anything ever again from Ashley Furniture based on customer service alone. If I could return the couch, I would, as I don't want to have any business with Ashley Furniture after my experience with their customer service. I would rather spend more money at a store where I will get better customer service.

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 pickup 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.