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Ashley Furniture Consumer Reviews - Page 2

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Poor Service and Poor Products
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RICHMOND, VIRGINIA -- I purchased the Wilcot Shale Accent chair late March 2018, upon delivery the chair had a raw fabric edge at the left front leg. I promptly called customer service at Ashley Furniture, I spoke with D. **. She had a repairman scheduled for 04/07/18. The repairman made the problem worse, he tore the lining, pulled the fabric too tight making a pleat in the front of the leg, the lining now hangs in the front as well and is pulled. He also scratched the chair leg with the weight and pressure of his stapler.

When this was pointed out to him, he just colored it with a permanent marker. I told him the repair was unsatisfactory and I need customer service to call me. I waited several days and called them on the 11th. I spoke with D. ** again, she sent another repairman, he came on May 3rd. He did absolutely nothing, said he could not do any better. I called Ashley Furniture again after no one followed up with my email. I was told they would look into and get back to me.

They now say the repair that required a 2nd repairman is to "industry standards". I would point out, I paid $400 more for this chair at Ashley than it could be purchased at other online stores. So I have basically spent over $900 for a chair that is obviously not first quality. I want a refund or a new chair. A supervisor was supposed to be calling me to discuss, that was over a week ago. They lie and say they have called when they have not. I would not advise anyone purchasing anything from this store.

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Horrible customer service and warehouse orgaznization
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CATONSVILLE, MARYLAND -- Terrible customer service, terrible warehouse organization and even worse accountability.

We recently purchased a mattress and floor model bed (the Wesley King Poster bed) with a dresser and night stand. Where we got these for a good price, we didn't encounter any issues until after pick-up. We were told because it was a floor model, they would not do delivery; we had to come pick up the bed, dresser and night stand - which was all well and good, we complied. Once we got home and were ready to put everything together, upon unwrapping everything, we realized we were missing all the nuts/bolts to put our bed together. Upon further inspection, we discovered we were also missing the screws to mount the mirror to our dresser and the knob to the front of our night stand was missing. Another issue is they did not pack all the right slats and slat legs. They actually packed a slat board that wasn't even a king size - it was meant for a full size bed and did not match any of the other equipment - so they gave us part of someone else's order. After calling into the Ashley store (Catonsville, MD), they said they could not help us over the phone and to physically come in. We came in the next day and they informed us they would have to order all the hardware which would take 1-2 weeks. We received the other equipment within a week fortunately, however they STILL did not send all the parts, even after saying they were sending us all the hardware. We are now weeks into our order with an incomplete bed. Yesterday rolls along, the day of our mattress delivery and the driver arrives with a mattress that we didn't pay for - we paid a lot of money for a beauty rest pillow top and what they came with was not that. Come to find, they delivered our expensive mattress to someone else. They take the bed & boxspring and say they have to bring it back to their warehouse for rescanning and reshipping. No lead time as to when we can get a mattress. No one tried to expedite the order after THEY messed up, no one offered any further assistance, they just said "sorry for the inconvenience." We called into the store we purchased our furniture at and get hung up on 4 times. We ask to speak to a manager and they say no one is available - to put in a request and a manager can call you back in 48 hours. For a company that prides themselves on "honesty, integrity, accountability and customer service" we have yet to see any of this take place on what has been the most miserable experience with a company I have ever encountered. A small mistake along the way is one thing but to mess up on not one but every order and RE-ORDER made is absolutely ludicrous. They have no organization and no care to fix the problem - all they care about is making the sell. Once they have your money, you can't get a refund, they offer a store credit, so they don't bother with helping the customer after multiple mistakes on their end. so here we are 3 weeks into our order with no bed, very little customer service and what is becoming a price we paid for an incredibly inconvenient and frustrating experience with Ashley Furniture. Disappointed hardly describes my feelings for this company. We ordered from Value City and had every thing we ordered within DAYS. Zero issues. Do not make the mistake of going to Ashley's - go to Value City Furniture and be treated with respect and like they give a damn about your money.

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Ashley Furniture is a Joke
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

So, I purchased the 5 year plan from Guardsman that was suggested by the salesman stating that they cover everything for my furniture that I purchased from the Ashley's Furniture Home Store in Yorba Linda. 4 years later I ran into two issues in the same day and I was so happy that I bought the protection plan. My friends bratty kids were over and decided to puncture the arm on the couch with clippers. Then they split an entire bottle of water on the lounge chair which has now become flat. So, I went through and followed all of the rules in terms of filing a proper claim for both of these incidents. I was also patient considering this entire process has taken over 2 months! Anyways, they dismissed my claim regarding the water spill since apparently they do not replace foam.... really....smh. I called Guardsman and they just kept saying that they do not replace foam and to call the Ashley's Furniture Corporate office which I did and a girl by the name of Kiara said that she would look into the case and then call me back. Never did. Anyways, I was irritated about that, but I still had my other claim. So, a month later a guy calls me and says that he would have time to come out to my house to look at the punctures and that he would be there at noon. Well, 2:00PM comes by and I called the guy and he said, "Oh, I said around noon." so then he comes 45 minutes later. He looks at the cushion with the water stain and the punctures on the arm chair and takes a bunch of pictures. Then he tells me that he is going to submit his response and then someone will get back to me. I thought that he was coming out to fix the couch so his visit was pointless since I had already submitted pictures and everything that they needed 2 MONTHS AGO!. Well, weeks go by and I finally got an email this morning stating that they will not fix or do anything. (See the bull**** response below).

Sectional-Left Arm Facing Sofa - Puncture - Stains or damage due to extensive activities are not covered under the terms of the protection plan.
Sectional-Right Arm Facing Chaise - Cushion Flattening/Loss of Foam Resiliency - The reported damage on your furniture is not covered under the terms of the protection plan.

Guardsman is a cleaning company and they do not help or provide services to fix anything. As for Ashley Furniture, I cannot believe that they even recommend this company. I spoke with an agent from the corporate office named Kiara regarding this to see if there is anything that she could do to help me. She was very nice and said that she would call me back. well... that was 3 weeks ago. I just got off the phone with another worthless employee by the name of Carrie M. who refused to give me her last name and employee ID #. She basically told me that no one by the name of Kiara works there and there is no record of me calling since supposedly they open up a new claim and record the conversation every time someone calls in, but of course, there is nothing open under my name. Carrie M was rude, condescending and not worth my time. She basically told me that Guardsman is just going to call me and reiterate what the email told me in regards to not wanting to help me.

Absolute Bull****. Both of these companies are worthless and they could care less about the people that are actually putting money in their pockets. I will never purchase from Ashley's Furniture ever again and I have spent over $10,000 with that company. Their customer service sucks. DO NOT PURCHASE ANYTHING FROM ASHLEY'S FURNITURE AND DO NOT USE GUARDSMAN. save yourself the headache.

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They sent a broken and defective dresser
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLOTTE, NORTH CAROLINA -- My email...............................................
Dresser that I did not order was delivered and my son dresser was delivered broken.
I was under the impression I was ordering a dresser from the Zelen Collection but because they did not have it on the floor the sales person showed me the Juaro Collection and told me it was the same color. He sent me the Juaro dresser even though I requested the Zelen dresser. When I went to the store to tell them about the mix up the sales person and another manager told me that there was no difference and that they was the same. The sales person stated that when he asked someone in the back they stated Zelen and Juaro was the same color. The manager stated that what happens is production makes a a lot of a dresser and then later they make the same dress just a inch difference in color and they name it different. I was sold a dresser from the Juaro collection that I did not order and they will not change it for the Zelen dresser that I thought I was ordering and paid for. The reason why I wanted the Zelen dresser is because it was a lighter brown color then the Juaro from the Ashley Furniture website when I did my research. The store is telling me they are the same color and that there is no reason to exchange because they are the same color, which is not what I see online. On top of that I also order a bedroom set for my son and it was delivered with the bottom draw broken. The unprofessional and crazy thing is that upon buying the items and taking my money I now have to wait on the store to mail off the items that will be needed to fix the broken dresser they sent me after getting my money (this was not a cheap dresser). I called customer service and was told they have to send me the items to fix my dresser then I have to call the store and request a service person to come to my house to fix the dresser. I was told they would take 24 to 48 hours to call me back to set up a time to come and fix the dresser, then I will have to wait that time for them to come out. I have already had the broken dresser for a week which I paid over $500 for and I will have to wait probably 2 more weeks till it is fix. They take your money and don't show any concern to get the broken items they sent me fix. I will not be buying anything else for Ashley Furniture Homestore because they don't care or put any urgency to fixing the broken its they have sent me after they get my money.

Their response...................................................
They did respond but it was generic

My response....................................................
I do not accept the response of the business due to the fact of me purchasing a dresser from Ashley Furniture in the amount of $500+ and calling within the 24 hour time line to let them know that the dresser was broken. Ashley Furniture is correct just looking at the dresser you would think nothing is wrong with it which is why I accepted it. But why does Ashley Furniture give the customer 24 hours to call with any issues with the items, because we are human and sometimes we can miss things even after looking over them. If all Ashley Furniture is going to do under "their discretion" is send me the parts to try and fix the dresser that was sent to me defective of course they are going to choose this option it saves them time, money, and labor and of course all of this after they have taken my money. I now see why Ashley Furniture commercials and their phone recordings say that they're able to make good quality items at low cost is because they make defective products and send them to their clients. Since they now do have my money they said they was going to send out parts for the defective items they sold me and they will try to fix it at a minimum cost under their discretion of course. After waiting almost 3 weeks I received a call and was told the customer service agents never put the request in for the parts to be sent to me. So I had to go through all of the headache once again to explain my whole story on what happened for them to once again tell me they were going to put the request in for the parts to be sent to my house and then have to wait 24 to 48 hours for somebody to come out here and try to fix the defective item rather than sending me a brand new item with no defects that I bought for $500. And once again this is all done under the discretion of the company which their discretion falls under them saving money not about what the client has to deal with or what the client originally paid for. So now the step that I am on is I came home and received the parts laying at my front door I called Ashley Furniture customer service again and was told that I'm going to have to wait 24 to 48 hours to receive a call from a third party company that's going to call me and set up a time when they can come to my house and try to fix their defective furniture they sent me, they're not even sending me an associate from Ashley Furniture they're sending me someone from a third-party person that "knows their Furniture so well that they can fix it to make it showroom quality". On top of that I purchased this dresser on December 18th it was delivered on December 27th it is now January 12th and I still do not have a dresser for my son that I am able to use that I purchased for $500 also the dresser that I ordered for my bedroom was the wrong dresser that I'm still waiting to be exchanged for the proper dresser that I ordered. To add more horror to the story receive the text message yesterday stating that they were sending out the wrong dresser again to me had to call Ashley Furniture to cancel that one and once again explain to them what I order to then be told that the dresser I originally ordered on December 18th will be delivered on January 21st. All in all this has been a horrible experience and I will never purchase anything from Ashley Furniture or ever have anything good to say about this company. From this experience I see that Ashley Furniture is a type of company that will take a customer's money and then at their discretion, low cost and labor try to fix their mistakes and defective products thank you so much for being America's number one Furniture Company.

Part 3.....................................................................
I received my packaged items sent to me by Ashley Furniture to try and fix the broken defective dresser that was sent to me on January 12th 2017. When I called Ashley Furniture I was told I would have to wait 24 to 48 hours to receive a call to set up a time and have a 3rd party company come to my house and try and fix the broken defective dresser Ashley Furniture sent me. It is now January 16th and I still have not received a call from anyone about when I will get this broken defective dresser that was sent to me by Ashley Furniture fixed. Once again since they have gotten my money there is not rush to fix a broken defective product they sent me they don't care. I still want to say I purchase these items on December 18th and it is now January 16th and I still can't use the dresser I brought for my son nor do I have the correct dresser I bought for myself. Now I am to the point I just want Ashley Furniture to take back their broken defective dresser and incorrect dresser they sent to me and give me my money back. This is a horrible company and bad business practices.

Part 4....................................................
I call Ashley Furniture today on 01/17/2017 and spoke with Amanda. She stated that she saw I call on Thursday January 12th and that the request was put in on Friday January 13th. First if I call on the 12th my request should have been put in on the 12th not the 13th. Showing the company Ashley Furniture does not care about the customer once they have their money because that is more time I now have to wait. Put another note onto my complaint with BBB because it was now Monday January 16th and I did not receive a call from the 3rd party to set up a time (time I am still waiting). Called Ashley Furniture on Tuesday January 17th to see what was going on and Amanda said that the company was closed due to the holiday, but no one called the customer me to let me know. Then she proceeds to tell me she will have to put in another request and I will have to wait 24 to 48 more hours for this 3rd party company to call me and set up a time to fix the broken and defective dresser Ashley Furniture sent me. Once again showing there is no urgency and Ashley Furniture does not care because they have my money. Just a recap I bought all of my items on December 18th and it is not January 17th and I still can't use them, 1 day short of a month.

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Ashley Furniture engages in deceitful business practices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ARCADIA, WISCONSIN -- Ashley Furniture engages in deceitful business practices to avoid honoring their product warranties.

On 7/12/16 I called Ashley Furniture Parts Department, and ordered two replacement motors from Stephanie, within the warranty period, for a couch with two built-in reclining chairs purchased from Ashley Furniture in Columbia, MO.

Stephanie told me she would order the motors and I would receive them in two weeks. Stephanie left a voice mail with me the next day telling me she needed the serial number that was below the footrest, to order the motors. I was away on vacation during that time so I could not provide that information to her until ten days later upon my return.

When I called back ten days later I spoke with Tyler who I told I could not move the foot rest to see the serial number because it was the motor that controlled the foot rest that was broken. Tyler immediately looked up the serial number for me, which Stephanie could have done as well, but did not for some reason. This was the 1st red flag.

Tyler told me she would order the motor and I will receive it in two weeks. I called Tyler back in two weeks, 8/12/16, and asked for a status update. Tyler told me their manufacturer in Canada was not doing anything with this order because they were waiting for the serial number. I reminded Tyler that she already looked up the serial number two weeks ago and was going to give that number to the manufacturer.

Neither the manufacturer, or Ashley Furniture, was doing anything to fulfill the order and honor the warranty. Tyler could not explain the discrepancy between her telling me two weeks ago she was ordering the motors with the serial number, and now telling me she never gave the supposed Canadian manufacturer the serial number to complete the order. My conversation with her made no sense at all; this was the 2nd red flag.

I then asked Tyler if she could expedite this order and call me back to confirm. Tyler promised to call me later that same day. I have received no calls back from Ashley Furniture's parts department. This was the 3rd red flag.

On 8/15/16, I called Mary Templeton, Store Service Manager, of the Ashley Furniture store in Columbia MO I bought the couch from. Mary told me the order was supposedly just put through, but that the order would not be processed for another three weeks for no apparent reason other than a further delaying tactic. This was the 4th red flag.

I then called Kristine Rugotzke, Ashley Furniture Parts Department Manager, who left me a return voice mail saying SHE NEVER HEARD OF Tyler and that Ashley Furniture DOES NOT USE A MANUFACTURER IN CANADA. This was the 5th HUGE red flag.

I have not called Kristine, or Mary, or the parts department, or anyone from Ashley Furniture again, because it is clearly obvious that one or several people are lying to me, and I have no clue who to believe, if anyone, most likely no one.

The systemic lying and purposeful deceptive business practices of Ashley Furniture are plainly obvious, as is Ashley Furniture's purposeful attempt to not honor their product warranties. As my above experiences clearly demonstrate, I cannot trust anyone in Ashley Furniture to tell me the truth or to resolve this problem and deliver the correct parts, and have been forced to go to the appropriate regulatory agencies to resolve.

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Customer service is the worst
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KINGSPORT, TENNESSEE -- Went to Kingsport location to purchase furniture I picked out online as I thought I'd get more "help" this way. WRONG. We purchased our furniture (about $6,000 worth to be exact) and waited anxiously for it to arrive. After 2 days we were asked to come back to the store to help correct some paperwork as we did 2 different financing accounts and they needed it done a specific way. No problem. Done. Furniture arrived 4 weeks later and out of 5 pieces my 2 nightstands were the only complete items. 1 of my couches with a chaise lounge had an ottaman with no legs. My other couch was to be a three piece sectional arrived with only 1 of the 3 sections. And my bed had no bedrails. Naturally I call the store, my sales person explained it was her first solo sale and didn't realize the bed rails needed to be placed on the ticket and that the other pieces of my couch would be ordered and expedited to me within a week. Adding in at this point I wasn't charged for the other 2 pieces that's why they didn't arrive but I would get them at no additional charge. Fair enough. After 1 week we were contacted to have the installation of the bed rails scheduled, while on the phone I asked the lady to check on the status of my missing couch sections. I was told that it was never ordered and that she took care of it and ordered it then. Naturally this was rather upsetting as I was reassured by the sales person it would be done asap. I called the store, same sales person assured me that she done what she said she would do and had no idea what happened. As I asked to speak with the store manager he informed me that said salesperson had no authority to expedite anything and that it was in fact not done. I was upset that I was lied to point blank. I should have went to the store and spoke to them in person but as a person with a full time career and going to school you don't have a lot of extra time. I expressed to Chris the store manager that I was upset and wanted to send all of my furniture back because of all this. He insisted that they would make it right and asked me several times what it would take. I told him that was for him to decide. He stated that he would speak to whomever was over customer service and get back with me within 24hrs. After 2 days and no correspondence I called the store again. By this time they knew me by name. I asked to speak with the manager again. He picked up the line, I introduced myself, and he stated, "What now?"....is this really how Ashley Home Furniture trains their management to speak with paying customers?! I politely informed him that I had yet to get a finished couch or a return phone call from him. He stated that the person over him was on vacation and that he was the one I would need to speak with and that he would get in touch with me when he came back. That was 2 months ago. We received our furniture and my husband encouraged me to just drop it because I was clearly getting nowhere with Chris the store manager of the Kingsport Ashley Home Furniture store. So bearing all this in mind I implore each of you reading this to avoid this store and company at all costs. Their financing deals are just not worth it.

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Very Poor Quality
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

After owning Ashley #5780252 recliner and half the footrest is starting to bend, material wrinkling bad. Talked to the people at ASHLEY Furniture. They wanted pictures and invoices. After they looked things over I got a e-mail saying I need to take it up with the company I bought the chair from. Nice way to stand by your products, BUYER BEWARE.

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Helpful but have not found solution to issue
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

LAKELAND, FLORIDA -- Purchased a high end leather sectional in September. The unit was delivered approximately 10 days later and the sofa was damaged. We did not accept delivery of the sofa. Customer service sent a second sofa out about one week later. That sofa was also damaged, we did not accept delivery. A third sofa was sent for delivery on 14 Oct and that sofa had a hole in the leather.

We immediately called customer service again, and they have promised another delivery. My point is that we purchased new furniture and Ashley keeps sending out damaged furniture. One would think that there would be some sort of quality control within their system. If you purchase furniture from Ashley, I would recommend that you inspect it upon delivery. It should not take over a month to receive furniture you pay over $4,000 for.

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Dura Blend Fabric, What a Joke!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PASADENA, TEXAS -- I bought 3k of furniture (2 loveseats a recliner) for just my wife and myself. After 18 months, the back and armrest of a loveseat started to peel badly. We switched to the unused loveseat and called customer service. We were told "sorry out of warranty". After many complaints and referring to go to a local news media for help, the store offered to do repairs at no charge.

During this time the other loveseat started peeling the same way.This started January 2015... This is now October 2015 and this what I still have to deal with. STAY FROM THIS COMPANY AND THIS PRODUCT LINE. NOTE I just noticed that the unused recliner now shows signs of peeling with very little use 5% or less.

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Poor Quality Assembly and Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I purchased a desk from Ashley 7/15/15. See sales order **. It was to be delivered the 17th. I got a call saying the item was broken and they needed to reschedule. The first date they suggested was not good for me so I waited for them to deliver on 7/24. They showed up and dropped off the desk and cabinet and left. Upon looking at the desk I found it was assembled backwards.

Looking further I found more than half of the bolts were loose, one missing, and several of the heavy duty staples used for attaching shipping material were sticking out instead of removed as they should be. Ashley is lucky I didn't cut my leg open on one of them. I called and they said I would have to wait for a week for them to send out a technician to repair it. He called leaving me a message when it would be convenient for HIM to show up (7 am to 9 am). I do not know if he ever did as I couldn't be there. He did not leave any note saying he had been there or even call.

The point of all this is I paid 129.00 for Ashley to assemble and deliver the items. From then on it was as if I was at Ashley's service to be available when it was convenient for them. When I called their customer service representative acted like it was just too bad for me but I would have to just live with her decision. Ashley has acted as if the only people whose time is valuable is theirs.

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Ashley Furniture Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 228 ratings and
675 reviews & complaints.
Contact Information:
Ashley Furniture
One Ashley Way
Arcadia, WI 54512
608-323-3377 (ph)
www.ashleyfurniture.com
customerservice@ashleyfurniture.com
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