Ashley Furniture - Page 2

Star Star Empty star Empty star Empty star
1.9 out of 5, based on 156 ratings and
616 reviews & complaints.
customerservice@ashleyfurniture.com


Most Popular | Newest | More Options >
More filter options:
Poor Customer Service, Poor Delivery, a Nightmare With Over $5000 Worth of Purchase
Posted by on
CATONSVILLE, MARYLAND -- The WORST. PLEASE DO NOT MAKE YOUR PURCHASE fROM THIS COmPANY. I made a paid in full purchase of over $5,000 worth of furniture in early October 2011.After making my purchase I was told that all of my items where in except for my bedroom furniture. Almost one month later I called to check the status of my delivery and I was told that they wear waiting on an accent chair that I purchased by martinque mystique 5000260. I said I thought you said that that item was in. I was hit with ooh I'm going to call you back. Per a Mr. Titan. I called the next morning and was placed on hold. I called back and asked to speak to a supervisor and I was told there was no supervisor there. I then asked who am I speaking to. There was a pause as she said LOLA. I then said I'm on my way. Just from remembering my past two visits at Ashley I knew if nothing else there were supervisors avialable at all times. AS entered I saw my sales manager and I explained my situation to him. He directed me to a young lady at the register and we looked up my purchase. I was then told that they did not have a delivery date for my chair to come in and that the particular livingroom set that I purchased has a back log until April 2012. I said that shouldn't effect me because I made this purchase in early October and there was no notification of a back log. On top of that I heard that the livingroom set that I ordered has been being returned because of tears and broken arms. OMG. I then asked for a refund. My representative turned the computer around to a young lady whom of which I immediately identified as lola because of her voice and asked her if I could get a refund. lola looks at the computer and turns it away quickly and says ooh no. I'm not giving her a refund it has'nt been 6 weeks. OMG why didi she do that. I began To yell. YOU all TOOk MY $5000.00 with no problem. 1 month later I still don't have my furniture. I wasn't notified about no chair being on back log. Iwant my sh--t with no problem. Give me the display for a discount, call another store or do something. Give me my furniture or return my money with no problem. After my representative speaking to a manager. The chair issue was resolved and my delivery was scheduled for 11-07-2011. Well today's that day. I received no phone call from Ashley. therefore I called them to see what time my furniture was going to be delivered. I was told that my date was rescheduled to the 9th because they don't deliver in my city on Mondays. No one called me to ask if this was fine or to see if I was going to be available. The 9th is my birthday I have an out of town flight scheduled for this day. THE WORST EVER. THIS COMPANY NEEDS TO BE SHUT DOWN.
     
Read 1 RepliesAdd reply
User Replies:
Alain on 11/08/2011:
This behaviour is typical of Ashley. File official complaints at: http://www.oag.state.md.us/consumer and, for added good measure at http://www.ftc.gov/bcp/index.shtml
It won't cause Ashley to solve the immediate problem, but it will help alert other consumers to stay away from Ashley, just as your review here will help to do.
Close commentsAdd reply
Flee From This Company. Do Not Buy Anything From Them Or You Will Be Sorry!! Never Again Will I Waste My Time Or Money
Posted by on
MELBOURNE, FLORIDA -- Oh lord, Where do I begin, First the good stuff, My daughter and I went in there and all the sales people hang around the front door and rush you when you walk in, you don't get a chance to look around, obviously there there to sell you something and make a commission, like piranha, But I have to admit our sales lady was very nice, helpful, polite and did come down on some prices, even with a sale going on, My problems came in after they got my money as I paid them that day for my 4 grand if stuff. Being promised the whole time oh it will be there in 2-3 weeks delivered to your house,4 weeks at the very most if they have any problems, I told them I was remodeling my home, and I also had company coming in from California for a month to visit, oh no problem it will be there blah, blah, they would sell you a bucket with a hole in the bottom while you were up to your neck in a fire, and tell you theres no hole in the bucket. you need to Bail water faster, I just got my last item from my order I had to pick up about 40 miles each way that was ordered January 1, 2009, and was paid for to be delivered with the rest of my stuff, that came well after that 3-4 weeks I was promised and after my company came and stayed a month after that 2-3-4-week period it was promised to be delivered, it came the day after my company left, After they slept in the floor because we didn't have any living room furniture, no dining room furniture etc, we had beds.

I eventually went to Walmart and bought a 60 dollar inflatable bed for them to sit and sleep on in the empty living room, I was never so embarrassed in my life, I think my company got the feeling I did not want them using my new furniture, and had it delivered the day after they left, sure made me look like crap, I had to take them out to dinner almost every night as we had no dining room table and chairs as we took Ashleys so called professionals at there word that we would have our furniture in 2-3 weeks. So being Disabled, I had to get removal help when I could to get my old stuff out to make room for my new stuff, that was not a good thing, if Ashleys was going to take that long they should have told me to leave my stuff in the house as I told them my situation and they could have taken it out, and I would have had something for myself, kids and company to sit and eat on for the last almost 3 months.

My $700.00 oriental run did not make the original delivery, everything was paid for completely from January 1st, and I was assured by the delivery people it would be along shortly and they would call me about it, I never heard another word from Ashleys.

Being a patient man, Single dad with children I'm raising while I'm physically disabled also, I have learned about patience, So I waited and waited until I was beginning to fear I would forget about my rug and remember it 6 months from now and Ashleys of course would say, you got your rug pal 6 months ago, don't try pulling that,,So since my phone was not ringing off the hook I call them one day, And I get someone on the phone who can't find my order, looks up my name sees who my sales lady is and I hear them talking about what, where it could be, why didn't I get it yet etc, Total confusion on the other end, so she comes back on the phone and says oh, we are going to have to call you back in a little bit on that, and yes sir its been a very long time most people are yelling and screaming by now when we deal with them like this, I said I'm a very patient man but, I want my rug I paid for months ago,,So I'm left expecting a call back shortly telling me the status of my rug,(but I did also overhear that my rug had come in over a month earlier and why had no one called me but they could not find it anywhere).

So I sat home all day long waiting for that call, I got it about 7 or 8 hours later telling me they had it but actually didn't have it, they had to find it somewhere in there warehouse, and they would call me, several days later I got a message on my answering machine telling me my rug was down there and I could come and pick it up anytime, at this point its almost comical, like dealing with the three stooges, but I think they would have even had the common sense to deliver it since I had paid for it already to be delivered and it says that on the paperwork I took off the rug when I got home with it, apparently they also do not read down there, I'm sure it was on the computer order as it was printed out from a computer on the attached delivery sheet on my rug, needless to say I drove 80 miles plus round trip, to get a rug I already had paid to have delivered and to top that off, everyone was sitting around the front doors swarming potential customers as they walked in, I got by that and went to the back counter where the 3 people sitting back there looked like I was inconveniencing them because I had to interrupt there conversation to find out where my paid for rug was, so after she pulls up my name after I tell her the ordeal I have been going through for the last few months, and she says oh your rug is over there, and points to a rack of them rolled up.

So I'm like oh OK, being surprised by the lack of interest and effort I went over and she got up and headed over there and said there it is, and I said Ma'am, I'm disabled is it really heavy I donr know, I can't pick it up she says, So its not a huge rug so I figure maybe I can get it and I was able to slip it out of the race and drag it out of the store as all the sales people watched me, and not a single one offered to help, by then I was ready to leave that place, as I was walking away from the back counter the girl says maybe I can find someone to help you, by then the hard part was over the lifting, I could drag it to the car and she could have helped me but choose to stand and watch me after I told her I was injured, thank god for my pain meds later on I sure needed a good dose of them, after that dose wore off. I never saw such an unhelpful bunch of people in my life, except for my original sales lady she would have and did carry the first rug I bought out to my truck for me, god bless her, I have nothing bad to say about her and I think she would not have allowed that to go on had she been working that day, she knew I was Disabled, And would not allow me to help her carry the first one out, and none of those other lazy sales people would lift a finger to help her carry it through the store and to my truck back in January.

And when I took my rug home yesterday, I walked right through the middle of them all gathered there, not a single one offered to help a customer carry a rug out, much less question me as to where I was going with it and did I have a receipt for it, no one checked my id or asked me any questions, like my address, they just took my word for whom I was and allowed me to walk out with a rug, not signing anything, showing them anything like identification, I was shocked at the lack of security and the could careless attitude, I could have walked out with the safe and no one would have said a thing. long as it was not there safe. Had I been a crook I could have just looked on one of those other rugs, and sent someone in and told them to say I'm [snip] and I'm here to get my rug, and they could have just walked out with an $800.00 rug, then when [snip showed up I'm sure they would have told him he got his rug two days ago, Most likely where my rug went in Jan, when I didn't get it, If I owned that business, id be reaming some butt over that, lack of concern, seems everyone down there is worried about sales and commissions rather than anything else. In the thirty some years I have been in business locally in the same area, I have dealt with all kinds of thieve and professional thieves in my time, And ill tell you what, one of the thieves that was not any good at it most likely has there whole house full of Ashley furniture, rugs and anything else they can just pick up and walk out the door with unchallenged.

I could have backed my truck up to the front doors and loaded it up and no one would have said a thing, nor did they when I took my rug out of there, the only person that had any idea what I was doing in there was that girl at the back counter of the store, if those idiots were smart they would have a customer service counter up front to catch the disgruntled people as they walked out, rather than a bunch of sales people sitting on their butts loitering waiting on customers to bring them money in the front door, personally I like to look around a little then find someone to help me.
     
Read 1 RepliesAdd reply
User Replies:
smal on 03/23/2009:
Oh ,I found out why Ashleys has so much delivery delay and problems,I was told by someone High up in there company,that this Delivery situation will be resolved soon ,As they are purchaceing an additional Nissan Pick up Truck to double there delivery service,lol
Close commentsAdd reply
Unbelievably Bad Service And A Cherry On Top!!!
Posted by on
AUSTIN, TEXAS -- This happened to us a year ago. I never got around to writing a review about it, so hear it is.

My roommate and I had decided to move to a larger apartment. I had some old couches that we had been using that we given to me from a friend. We slip covered them and got new back cushions, but it just wasn't enough. Since we were going to move, we decided that brand new furniture was in order. She wanted to order it for herself and I would pay a portion since I would be using it in the foreseeable future. We decided to go to Ashley to check it out. We feel in love with a particular style and fabric. It was the Durapella line. We didn't want any special fabric, just the basic olive green that we say on the show room. We ordered the sofa, a chaise lounge, an ottoman, two end tables, and a loveseat, a dinning room table and 4 chairs. My roommate signed up for the in house credit line. I paid a $500 down payment. We got the added protection plan, and they were running the special with free delivery. By the way, the store is the north Austin, Texas store. We got everything arranged for a delivery date of the 8 of August. We thought this was great since our move in date was the 1st. We figured we could stand not have furniture for a few days. They told us that we were all set up and that we would get a call from them a couple of days before to confirm. We thought that this was great and easy.

Well, a month had passed and moving day arrived. We were getting ready for our move. We gave away our old furniture on the internet. We just told people to come by and get it for free, it was so trashed, we didn't care. We moved to our new apartment looking forward to a fresh start there. After getting settled and having unpacked most of our stuff, we thought about the new furniture. I asked my roommate if she had heard anything from Ashley furniture. She replied that she hadn't and asked me the same, since they had both of our cell phone numbers. I said no. We figured maybe they would call us closer to the date of delivery. We waited until the 6th and then called them. They then informed us that we were scheduled for delivery on the 8th of the next month. We told them no. Why would we schedule a move and then sit for a month without any furniture? We asked to speak with the sales agent that placed our order and he said that that was the date that we scheduled and that they couldn't change it. "How can you not change something in your own computers?" I asked. There was no response.

I hung up and we went down there. We went to the front desk and asked for the manager. We waited for her for about 30 minutes before she casually strolled over to speak with us. She was very snippy and basically told us that she couldn't understand why would were so upset when it clearly says in the system that we scheduled the delivery date for the following month. Incredulous, I asked her that I couldn't understand why she had people that didn't know how to type entering information into the computer. She told us that if we really wanted the furniture, we could go around the corner and pick up the furniture from the warehouse. I asked her if it is that simple and that close, why can't you go pick it up and deliver it us as we had arranged. She had no response to that, but that this was our option. At that point, we asked for a full refund. She said that she would have to get approval from the manager as she was just the assistant. They weren't in, but she would talk with them the next day and call us.

We waited for three days without a response. Finally, I called and spoke with the manager. He said that he was not aware of the situation and he would talk to his assistant manager about it. I told him that we were no longer going to await a response. I told him that he would be refunding our full amount and cancelling our order, and if he didn't he would have a claim into the BBB and that I "would seek other alternatives" if I needed. He was very compliant at that point and said that he would refund the money to us. We would have to come into the store for the refund.

We made yet another trip to the store and to the front desk. We asked for the manager, and he was not available, but I didn't notice that that same assistant manager was in their small office on the side of the front desk. My roommate and I made eye contact with her, and she closed the door and begin "working" on something that made her look busy.

In the end, they did give us a full refund. We were going to charge a restocking fee, but I calmly explained to them that we never received anything, it has never left their warehouse, why are we to put something back and was obviously never moved. They couldn't refute the logic and provided the full amount.

Still not satisfied with resolution, my roommate called Ashley's 800 number and spoke to customer service. She explained the experience to the service agent and that we would never set foot in Ashley furniture again. In response to that, the customer service agent offer my roommate a $125 store credit, which was very generous, but obviously she wasn't really listening. We told her that we didn't want to go back ever so the credit doesn't help much. She said that it would stay on the books should we change our mind. Needless to say, I have never gone back. But my roommate did...

I have since moved out of state and my roommate still lives in Austin. She decided a few weeks ago to use that credit just because. She went in and found some pillows that she liked. They totaled $50. They rang her up and she looked at the receipt, which we expected to see how much was left of the credit after the purchase. It said she had none. She went back to the front desk and asked them what happened to the credit and that she would have $75 more. They basically told her that it was a one shot deal. If she didn't use it all right then and there with that one purchase, then she lost the rest. Frustrated, and thinking, "Typical Ashley Furniture," She left.

     
Read 1 RepliesAdd reply
User Replies:
Anonymous on 09/15/2008:
A well written review...man, there are no Ashley stores near me snd if there were, I wouldn't be stepping foot in one. I have not read but maybe one positive review of this company in all the times I have seen it mentioned. I wonder, with all of the problems this company has, how it stays in business. The furniture must be super cheap or something? In cases such as these, I'd rather pay a little more and have a good experience.
Close commentsAdd reply
Cinnamon Larson sectional corner chair
Posted by on
CANADA -- Sectional is beautiful and will stay like it if you don't sit on it. We bought it January 27th and the corner chair cushion has lost it's shape and the cushion is all smashed a week after we bought it and the fabric is all stretched and loose and looked old only 1 month later. The cushion is smashed and won't take it's shape. the other pieces are okay since we rarely sit on them. We can't even flip the big cushion of the corner chair around since there is black thin polyester fabric underneath and velcro. Stay away from this nice looking sectional. Unless you don't plan to sit on it!!!
     
Read 3 RepliesAdd reply
User Replies:
ejack053824 on 04/12/2010:
Geez that's awful Colettek! Sorry that you had to spend your hard earned money on such a piece of junk. I will complain relentlessly to Ashley until I got some satisfaction. I'd take it all the way to small claims court if it was necessary.
Lisa on 05/29/2012:
I bought the Exact same couch. It's been about two years now, and I had to endure this awful piece of junk through my pregnancy. It went from nice and stiff to you sink down to almost the floor when you sit down. I'm only 140 pounds that should not happen. I just ended up buying some plywood and placing them under the cushions. And you can't take the pillow cases off to wash them.
Kim on 10/16/2012:
Yes, I agree with the other comments. I am truly disappointed that I call company 2 weeks after my 1 year warranty expired on furniture and was told they would still help me because it was only two weeks of my warranty expiring. A furniture doctor was sent to my home and I was led to believe that I would get replacement cushions or covers under warranty and was told no in the end. Customer service sucks as well as the furniture. I will never purchase anything else from this store and all my friends will be told about my horror story with Ashley Furniture.
Close commentsAdd reply
StarStarStarStarStar
Great Experience Over All
Posted by on
Rating: 5/51
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 over all
     
Read 2 RepliesAdd reply
User Replies:
ok4now on 03/08/2014:
Nice to finally read a positive Ashley review. The majority of complaints come after the sale. Poor quality and horrible customer service. Write back after six months and let us know if you're still satisfied.
Obfuscation on 03/09/2014:
How is it that after ten thousand or so horrible reviews of Ashley, we suddenly get a spate of glowing reviews, each accompanied with a stock advertising photo?
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Buying Experience Ever!
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- If you call Ashley's corporate number you will hear....The cornerstone of Ashley....We strive to give our very best to retailers, to give exceptional customer service, to offer quality and value, and give quick deliveries. HA! What a lie! I experienced absolutely NONE of those things in my buying experience at Ashley Furniture store.

Aug 20 - I spent $2800 buying a bedroom set, sofa and matching chair. My salesperson was nice. My furniture was set for delivery on Sept 4.

Sept 4 - I received the wrong color sofa and chair. The delivery guys took it back. My nightstand and dresser both had big scratches in them and the bed foot board had the corner bashed up so much raw wood was showing. I took pictures and headed to the store to show them the damages. My salesperson looked at them then handed me a brochure with a customer service number on the back and told me they didn't handle this stuff in the store that I needed to call that number and they would take care of everything.

Sept 5 - I received a call from a man saying he was the store manager and he wanted to clarify the color of green I wanted in my sofa and chair. I tell him the color should be cream NOT green.

Sept 6 - My salesperson calls me saying he doesn't understand what color green I mean....I say C.R.E.A.M not green. Cream! I admit at this point I'm losing my patience and I call the store to speak with the store manager. He tells me he's been doing this 26 years and this kind of thing happens all the time and their furniture repair people can "work magic" in fixing the damaged items and I should just accept this is how it is on the sofa mix up. I leave work, drive to the store, and this guy says there is no pleasing you when I tell him he needs to fix this or give my money back and proceeds to cancelling everything in the system. Turns out though, he is the Sales Manager NOT the Store Manager. She remembered me from the day I bought everything and says if I give her a chance she will make everything right. She gave me her number and said to call her if there are any problems. I agreed to give her and Ashley's a chance. In hindsight, not my smartest decision. We clarify the numbers for the cream sofa set with a delivery date of Sept 20. The repair person is still set for Sept. 27.

Sept. 18 - I received a phone call saying there is a problem with the manufacturer and my sofa set won't be here until Oct 1 but that they will deliver it to me the next day. I call Victoria the store manager. It seems we are back to too bad, so sad again. She tells me I have three options - 1) she says I can come in and pick out another set but I need to make sure it's in the system otherwise it will probably take just as long for deliver as the original one I ordered, 2) If I really like the cream set I can just wait for that one, or 3) I can come in and get my money back. Not quite what I would call the let me make this right options.

Today, Sept 27 - my repairman shows up, looks at my furniture and says there is nothing he do to fix it. I quote, "It's a matte finish, matte finishes have scratches. It's the packing it sent that scratches it. I can put a gloss finish on it" and "I have let them know I can't fix it and they will order you another dresser and nightstand." Huh? Who believes I'll see that before the second coming of Christ??? Not me!!

I called Ashley Corporate office and spoke with a man there who is going to pass this along to the representative that services the Ashley store at Decatur and 215. He says they're privately owned...or franchised I would call it...either way they are representing Ashley's name!

I called the local customer service number. The girls there are sweet as can be but it doesn't seem like there is much they can do since they only handle repairs and deliveries but she, too, is supposed to call me back.

In the meantime. Hello Better Business Bureau where I posted a review. Hello Social Media and every review site I can find where I have or will be posting reviews until this is resolved. Hello to every single person I meet for the rest of my life who even hints they may be looking at or shopping for furniture...I will tell them DO NOT SHOP AT ASHLEY'S! EVER! They will nice until they get your money and then you don't exist for them.
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Customer Service
Posted by on
Rating: 1/51
WILMINGTON, DELAWARE -- On the 28th of August I purchased a media chest from Ashley Furniture 4130 Concord Pike, Wilmington DE 19803. On my receipt was a tentative delivery date that had been crossed out with a black marker (I was able to see the date which was 8/31/13). After two (2) weeks I called the store to inquire about my delivery, I was placed on hold and then given another phone number to call regarding the delivery, I called 302-533-6139 and spoke with Chrissy and a delivery date was set for the 18th of September. On the 18th I called at 11:55 a.m. to see if they could give me an estimated time of delivery, I was told there was some problem with their truck and they called me to tell me of the delay but did not receive an answer, I gave them two (2) contact numbers!, Chrissy explained to me that it was her fault for not calling and letting me know, I took the day off from work for nothing! The delivery was rescheduled for the 23rd of September, I called at 4:00 p.m. to find out what time my merchandise was going to arrive and was told soon, I was the 8th delivery of the day and the delivery truck was on the 4th delivery. I called again at 7:30 p.m. and no one answered the phone no voicemail or answering service, at 8:00 p.m. I called the store 302-543-6407, Dan answered and placed me on hold to check with the delivery truck, Dan came back on the line and told me I would be receiving my furniture in a couple of hours. Received a call at 8:36 p.m. from 302-256-6507, it was the delivery driver to inform me that they were having a problem with the truck, but said he was going to deliver my furniture, I did not receive my furniture on the 23rd of September!

The next day, the 24th of September, I called the store at 8:37 a.m. and was able to leave a message same number as the night before when the phone kept ringing and I was not able to leave a message! At 10:07 a.m. the delivery driver called me and wanted to know if he could deliver my furniture, they arrived at 10:30 a.m. I watched them unload the chest from the truck and was surprised it did not have any packing material around it nor was it wrapped in any type of protective blanket. The driver told me it was wrapped up inside the truck, guess he didn’t realize I watched them pull up and unload it! The chest has a dark spot on the top of it and the delivery guy told me that was from the blankets and I could clean it off! Brand new furniture that needs to be cleaned!

The furniture is poor quality and I do not see it lasting a long time. I would have cancelled the order but Ashley Furniture charges a 40% restocking fee! That was my first and last experience with Ashley furniture I will never buy furniture from them again!
     
Read 1 RepliesAdd reply
User Replies:
mamawfortr on 10/13/2013:
The charged me 85.00 restocking fee and told me I had to take an in store credit. Went around for a month
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Never Buy Furniture From Ashley's
Posted by on
Rating: 1/51
PARAMUS, NEW JERSEY -- I don't even know where to begin with this nutjob they call a company...

When looking for furniture with my boyfriend, out of all our options, Ashley's in Paramus, NJ 'appeared' to be the friendliest company as well as where we were getting the 'better' deal. Worst Purchase Ever! We decided to buy a California King Bed Frame as well as a Memory Foam Mattress in June 2013. Neither one of us was able to be there day of delivery (we had to ask family to be at our home to accept it for us). I really wish we would have been there ourselves because when we got home, not only were the wooden legs of our frame bending, but our mattress had a large horizontal dent from one end to the other!!!

Thinking that the dent was possibly from it being bent while in the delivery truck, we decided to let time pass to see if the dent would fluff back.. and it never did! It is now about a month and a half after the delivery.. and the dent is still there, as well as the legs from the frame bending in.

After speaking with the Extremely Rude Customer Care Reps in Edison, NJ, they asked if we had the bed sitting on a hard wood floor, and we stated that it was. So their expert advice was for us to purchase a rug so that the wooden legs did not shift... Are You Serious?! That's really the best that you can do? How about you give us a rug free of charge so that we can fix your mistakes for you!!!!

As far as the mattress is concerned, we scheduled for a technician (Dave) to come by our house to inspect it. We were told that the time frame of his arrival would be between the hours of 3:30-5:30 PM. After calling him ourselves Twice, he then proceeded to call us to tell us he was running late. At this point it was 6:30 PM. He did not show until 7:30 PM. He stayed for 5 minutes and suggested that we allow Even More Time to pass to allow for the mattress to "fluff back up." You've Got To Be Kidding Me!


On their website, they mention that "In less than 10 years, Ashley Furniture HomeStores has become the No. 1 selling furniture store brand in the world and the No. 1 retailer of furniture and bedding..."

... This must be because their product is so over priced/marked up and they do not accept returns of Any product that is financed... so you're basically stuck with it. High sales do not always define great product. Their high sales are due to persuasive, manipulative sales associates who sucker you into buying their crappy product.. Thanks!!!

All in all, if you're a fan of extremely poor product on top of horrible customer service who do not give a $h!+ about satisfying their customers, then Ashley's is the perrrrrfect place for you =D
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Customer Service Sucks
Posted by on
Rating: 1/51
LIVE OAK, TEXAS -- I purchased about $3,000 worth of furniture and arranged for delivery. The sales person and store manager were very helpful and I left with a good experience. Delivery arrived as stated by the automated system Ashley uses.

I purchased a butterfly table and was asked if I wanted it extended and since I had six chairs I told the two delivery people "yes." I could see they had a little issue folding the leafs as one guy pushed the table while the other was dropping the leaf in place. Didn't think anything about it, but noticed the one guy had a marker in his hands and then put it away. The other guy asked me to sign the paperwork and fill out a delivery survey. I started the paperwork and forgot to look at the table before the guys left.

Within a couple of minutes of the delivery guys leaving, I noticed a chip on the edge of the table where the metal stud from the leaf hit when they attempted to clsoe the table. It was colored with a darker finish than the table (guy and his marker). As I looked at the table, I noticed the finish was separating and almost bubbled. Called Ashley and the drivers returned that day.

It's been a couple of weeks and still no table. Seems Ashley doesn't empower any humans to change or talk to others about delivery times. I was clear when I could be home for deliveries when I bought the furniture and was able to get the initial delivery at the right time.

Now all I get is the run around and the same story: "Our deliveries are done by geographical areas (you think!) and we can't change the times. All we can do is reschedule for another day and see what time comes up."

I've talked to four people about delivery and finally called the store and asked to speak with the manager. After being on hold for several minutes the same girl that initially answered came back on the line and rather than ask for my number so the manager could call me, she asked if I needed to speak to customer care (which is who I called using prompt #3).

Told her the problem and once again let her know I was available Mon-Fri from as early as possible until 3:00pm and I couldn't be at home Mon-Fri after 3:00 because I go to school and have other obligations on Saturday's.

Got the same story about "geographical locations." None of the five people I have spoke with have bothered to return my calls. Two have promised to talk to the delivery people and warehouse manager. At this point none have followed through.

Seems Ashely's automation process has taken the human factor out of being able to conduct customer service. Either the people suck and don't have the skills or just don't care. One did enter the times I'm available in their little database, but it didn't do anything for me. Even after I called and told them I could not be home for the latest automated scheduled delivery, I received a call 30 minutes later letting me know if I didn't call and confirm the delivery, it would be rescheduled for next week.

Never again will I buy anything from this company. Not only did the driver try and scam me with the damage he did, it's apparent the items aren't inspected very good. I have pictures of the table and it's pretty obvious the table was flawed in the factory.

     
Read 1 RepliesAdd reply
User Replies:
trmn8r on 10/05/2012:
A lot of the furniture Ashley delivers is reported to be trashed on the first day. I wouldn't use them, but a lot of people do. Sorry you got involved with them.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Ashley Sleep Mattress - Do Not Buy
Posted by on
Rating: 1/51
BUFORD, GEORGIA -- I bought the SouthBay Ashley Sleep mattress a year ago. 2 weeks after I got it I began complaining to my sales person (at that time Duluth, GA). At no time did she offer to have customer service come out and look at the mattress. I complained to the sales person several times over course of 6-8 months.

Finally the store closed and I learned I needed to contact the Buford store. I went in to have a drawer handle removed and discussed with them the mattress problem. (I purchased a bed, mattress and adjustable frame.) Let me say DO NOT buy an adjustable frame and you will hear why as I go on. Finally, months later the warranty folks come out, yep my mattress needs to be replaced. OK, so my choices are get the same mattress (which if it doesn't last a year then it's a piece of Junk)..so I decide to do a reselection. That also was a nightmare. The salesperson only wanted to put me into a mattress that costs about $2,000 more than I spent on the mattress I had (which was about $1,000) the mattress he wanted to sell me was also an adjustable but by Sealy. I really wasn't willing to give an adjustable mattress another chance.

Then I found out they wouldn't take back the adjustable frame and give me credit to use toward a box springs. You can not put a regular mattress on an adjustable frame, manufacturer of frame doesn't recommend it and won't warranty it. So I'm stuck getting the same piece of, yeah that, mattress that will need to be replaced again in short while and my sleep will never be comfortable. I haven't slept well in over a year and was hoping to get something with this 10 year warranty that came with my mattress. Let me also note that the warranty people kept telling me to talk to the Buford store manager (Edward). I've been trying to get him in the store (drove out there a couple times) and on the phone more times than I care to count and he is NEVER and I mean NEVER in the store. He does not return your message! Ever!

I will never shop Ashley again and going back to Bassett down the street. The furniture I bought at Bassett for the rest of the house is in much better condition than this mattress or bed. The other poster stated they had issues with the bed, I do too. My side boards won't stay in. According to the warranty guy it's because there is no weight (because of the adjustable) to hold them in. They pop out all the time and with a head and foot board I just wait for the day the bed falls apart while I'm laying in it. I spent thousands on a good bed and I thought thousands on a good adjustable frame and mattress...well the frame is still holding up (frame by Leggit and Pratt) but the mattress is no good and Leggit won't do anything but leave me stuck with this frame. I will be buying a new mattress and box springs but it surely will not be from Ashley Furniture.
     
Read 2 RepliesAdd reply
User Replies:
Ericka on 10/05/2013:
Worst mattress. Customer service is the pits.
Karen Schneider on 12/07/2013:
My husband and I bought a Ashley Sleep, Southbay queensize bed a little over a year ago! I absolutely hate this bed, and wished I knew what to do, as we paid almost $2000.00 for this bed. We both have back problems, and this has just made us both worse. Am stuck with this bed, because we contacted the store where purchased and they wouldn't do anything about it. I wrote to Ashley Furniture, to get no reply...Go figure....DO NOT BUY THIS BED!!!!!!!!!!
Close commentsAdd reply
Top of Page | Next Page >