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.
LEXINGTON, KENTUCKY -- On April 3rd my husband and I purchased the Porter Bedroom Suite (Bed, Dresser, Mirror, 2 Nightstands, and chest) this came to a total of $2500. We were told by our saleslady that it would be 4-6 weeks for delivery and I was fine with that. I signed the contract and went on my merry way.
A couple of days later, my sales representative called me and said that the order was now going to be pushed back to mid-July because of such a high demand on this collection. I was told that we could exchange it for something else, or wait it out. We decided to wait it out since we were unable to find something else we liked. My saleslady called me weekly to keep me up to date on the order situation, which I appreciated.
Then last weekend, I realized I hadn't heard from her for 2-3 weeks, so I decided to call her. They told me that she no longer worked there, so someone else checked the order status for me, and lo and behold, the order has now been pushed back to September. I was enraged and asked for a manager, but since it was a weekend, they said the manager was not available and would call me back on Tuesday when they returned to the store. As of Saturday, I still hadn't heard from them.
My mother and I went to the Furniture Store in Lexington, KY and walked in like normal customers. A salesman came up to us and asked if we needed any help and we told them that we would let them know. We made our way to the Porter bedroom set and then asked the “schmoozing” salesman how long the delivery would be since there was a tag on the bed that said it was unavailable for immediate delivery. This was on June 26th (keep in mind, I ordered mine on April 3rd), and the salesman said that it would be August when it could be delivered.
We then told him that we've had the set on order for 3 months already, and we wanted him to explain HOW the newest purchaser could receive this bedroom suite a month before us. He got quite defensive because he had just been blindsided by us and caught in a lie. He was yelling so loudly at us that there were a few people who did stop to look and see what was going on. He later took back what he said and said that if we had bought the furniture that day, it would probably be more like December that we would get it instead of August.
Once we talked to the manager and told him what was going on, he apologized and basically told us that there was no way possible for him to give us an accurate date of delivery but if I called him the following week (which will be next week), he would try and get me an answer. I will never shop at Ashley again. We proved that they will lie and say whatever they have to in order to make a sale and once the sale is made they don't care what happens.
NORMAN, OKLAHOMA -- What do you get when you purchase an item that is damaged before it arrives at your home? If you purchase from Ashley Home Furniture in Norman, OK, the answer is frustration, aggravation, and lack of resolution. I purchased a dining set and living room sectional in October 2016. The sectional was special ordered and when it arrived in early November the right arm was damaged. The delivery personnel noted the damage at the time of delivery and assured me that the store would be reordering the chaise portion immediately.
We were contacted by a representative the next day who asked us to text her pictures (we did) and then received radio silence. After over a week of no contact from Ashley I called and was asked to retext the images. I did. Once again, there was no response from the company. On November 22, I contacted Ashley for the 3rd time. The person who answered told me customer service reps were not allowed to text with customers. I emailed images at that time, remaining on the telephone line until he confirmed his receipt of them.
On December 15, I called because I still had not received a response from the company. I was connected to the representative I spoke to on November 22 who told me that he had not heard back from anyone about what to do. When I expressed dissatisfaction at the idea of waiting 4-6 week for them to reorder the chaise portion of the sectional when that amount of time has already elapsed, I was assured that a manager would contact me the next day. I heard nothing.
I purchased furniture which was delivered damaged. I also purchased insurance to cover accidental damage that might occur in the course of normal wear and tear. Neither the warranty or the store's customer satisfaction guarantee are worth anything. If you are looking to make a major furniture purchase, I highly recommend shopping elsewhere. The stress and aggravation of working with Ashley Home Furniture overshadows any pleasure that an undamaged product may offer.
HOUSTON, TEXAS -- I purchased a bunch of stuff at May 14th, including a sofa, a table set and a rug, from Ashley Furniture Homestore (4500 San Felipe St, Houston, TX). It's been nearly half a year I still haven't got my rug! All things I bought had different delivery method and date. I should have been warned and stopped my business with them when their salespeople even couldn't settle right deliver method for the sofa.
I called to try to figure out where my rug is for the first time around 7/4, and was told that the order was shipped on 6/20 and would take four to five weeks to arrive. The customer service's person verified the delivery method and address: directly ship to my apartment. Then I called again at the beginning of Aug as it was not delivered. They repeatedly told me the ship date and said they did not have any tracking information. That was unbelievable to me, how could they not have tracking info? That time the customer services assured me the rug would be deliver to my apartment soon. I was told to wait.
After long long wait I called another five or six times. No one knew where the order was and they insisted that it was delivered. They started lie to me saying it was delivered but they didn't have tracking info. Once the customer service directly hung up on me without letting me finish my sentence. I verified delivery method and address with them each time and everything was correct.
The last call was made on 9/15. Finally, they figured out the rug was delivered to the store instead of my address. I called them so many times they kept telling me it would ship to my address but then they said they made mistakes so many times, it was already at their store! I asked for re-shipping to my address and was refused with the reason "do not have the responsibility to ship third-vendor products". Their services are just so rude.
I file a complaint and they just deceived again telling me they already delivered it to me and if I didn't get it, it was the Express Company's responsibility. They want me file a claim with the Express Company. I cannot believe they played cheap trick to get off from their responsibility.
SPOKANE, WASHINGTON -- My husband and I purchased a bedroom suite from Ashley Furniture in July 2016. We had to pay the full price upfront, even though delivery was expected to take 6-12 weeks. We were thrilled when delivery was scheduled for mid-August, ahead of schedule. Unfortunately, half of the pieces were defective. The latch on the dresser did not work and the backboards on one night table and one drawer chest were bashed in. The nightstand was taken back to the factory and we were told that a furniture repair person would fix the other two items.
The weeks rolled by and we never heard back from our salesperson, Megan, nor from the manager, James, who was just a "good 'ol boy." I called on a weekly basis, was told that they would call me back and let me know the schedule, but never, ever, ever did call back. I kept calling for weeks and heard excuse after excuse for why they didn't call back. No one should be lied to in this manner. It was blatant! They're quick to take your money, but do not treat you like a human being once the deal is closed. I will never buy furniture from them again.
I finally contacted the main office, spoke to Lyric (who was sympathetic and extremely helpful) and we coordinated a delivery time for the nightstand and scheduled the repair person from Dad's Furniture (an extremely professional and competent company). By mid-October, our furniture suite was complete, no thanks to Megan, James, or anyone else at the furniture store in Spokane.
Forewarned is forearmed. It's very sad that customer service rarely exists. On the other hand, we've had wonderful experiences with Koerner and Runge furniture stores. Needless to say, to this date, we've not heard back from Megan or James. Never received an apology or valid explanation.
ALEXANDRIA, VA -- I purchased furniture at Ashley and scheduled my delivery date. Took the day off work to wait 11-3. At 1130 I get a call that the truck broke down and they would not be delivering today. I asked about rescheduling and they said "Sure" but they couldn't guarantee any delivery time. That means I'd have to take another day off work to see if maybe the truck is working. How does a company like this have ONE truck?! I asked if they could schedule a time for 6-8pm. That way I would not have to miss another day of work. I was told "No. The driver doesn't work after 4." Well they did not work at all today.. Maybe there could be something.
Called customer service where accommodation are made for everyone that took off work today to wait for deliveries that did not arrive. Schedule deliveries from 6-8pm to make up for what did not get delivered today as scheduled. I know where I work, if I don't delivery as planned someone is looking for my contingency plan. Ashley's needs customer service and maybe rent a truck from U-Haul so they can deliver as scheduled. Yes things happen outside of our control. Maybe they need better maintenance plans for their trucks, or a backup plan like renting from U-Haul.
However it seems Ashley's "plan" is to inconvenience the customer and expect them to take more time off to accommodate the store's shortcomings. Since I had the day off and no longer had to wait at home, I went furniture shopping because although Ashley's cannot deliver, or deliver between 6-8pm, I can make returns as late as 9pm. And that is what I'll be doing. I'm cutting my losses with Ashley's. I can't imagine that their customer service gets better and would rather take no more chances with them. I'd suggest if you need furniture, look elsewhere - they have no customer service.
SUNRISE, FLORIDA -- We had purchased a Reclining Sofa with a matching recliner at the end of September. I have been trying to get them out to our house since January to look at. The recliner has no foam. When you sit in you sink down about 6 inches and the right armrest has about 1 inch of foam in it while the left side has about 3 inches of foam in it. After taking the pictures that you have to take and getting someone to schedule a Saturday appointment, the service tech came out and said "Looks like a manufacturing defect." He then called it in.
The rude lady on the other end says that it's own fault from "use" and denied our claim. So why buy an extended warranty? I am sorry if by "using" your crappy furniture we found the defects that you won't fix. This is not over... STAY AWAY FROM ASHLEY FURNITURE.
CORDOVA, TENNESSEE -- After delivery I contacted customer service number to have service person come for sofa filling. The person I spoke with was not giving me a clear response to my question regarding time needed for service to be completed. After three times I repeated my concern I finally got an answer with clarity. I said "thank you" and she slammed phone on me. I've purchased three sofas and two recliners in the last nine years and this is the customer service I get.
I made two more phone calls to headquarters to respond to such terrible customer service and I was told someone in management would call. No one ever did. This will be my last Ashley purchase resulting from the worst customer service imaginable.
WISCONSIN -- This company is terrible. I bought a $2,000 sectional (yes, $2k, not the $500 cheap one). It arrived damaged, and it took 3 service calls for them to fix it as well as 15+ phone calls of them moving the appointment, confirming, etc. Yes, they eventually fixed it, but that was 12 hours of leave from work that I had to miss.
Their customer service number people are rude. If you have to call them for service, I highly recommend also signing up for meditation, a therapist, or getting on Xanax. Their sales staff are nice people, I'll give them that. On the other hand, I know a used car salesman that would love to be your friend... My advice, buy from somewhere else. If you buy from them, don't forget that small claims court is a very easy process...
EDGEWATER, NEW JERSEY -- Purchased an office table for $1000 and a platinum coverage for the same. Just 2 months prior to the expiry of warranty period one of the legs cracked and the table became unstable. We raised a claim and were promised that a new leg would be replaced and that we will be contacted soon.
It was just few days before the the warranty would expire and no one contacted us. When called back to check status, we were told that this damage is not covered and only scratches are covered under protection. Why would someone pay a premium coverage fee just to protect the furniture from scratches? We are still trying to get someone talk to us and they just put us on hold. I am sure this is a trick to buy time and make sure the warranty expires. Stay away from Ashley. Totally unprofessional.