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Ashley Furniture
Posted by Randy329 on 12/08/2005
KENNESAW, GEORGIA -- To: mjedlowskicustomercare@ashleyfurniture.com
Date: Thu, 8 Dec 2005 10:24:04 -0600


Mr.Jedlowski,

I write to you today to give you my concerns and feedback on our dealings with the Ashley store I am told you own. (Kennesaw Ga.)

We went into your store on or about 10-02-05 for the first time. We had a great salesperson (Steve) he showed us a dinning room set (customer number 7702947565).

Steve was great but we wanted to make sure that was the furniture we wanted to live with for the next several years, we went home and decided that it was and returned to the store the next day.

Steve was off so we decided to wait till he was scheduled to work again so that he would get credit for sale. We returned two days later and were told he was out sick then a week later and he was off for a wedding ect,ect.

We visited your store a total of five times and then gave up, my wife wanted the furniture so I told her to contact the manager and see if he would honor the price we were given. The manager was great even though h e would not honor the price 100% he made and effort and that was good enough for us.

So far not that bad of an experience, here is where the worst customer service comes into play!

The furniture is for an annual Christmas event my wife puts on for charity at our home, we were told ABSOLUTELY it will be in before 12/12/05.

My wife called for the first time Thanksgiving week and was told by customer service it will be in the store for delivery when we returned from Thanksgiving it was not, she was told it for absolutely sure would be in the next Thursday it was not and then told absolutely Dec. 8th it would be there!

Now she is told today next Thursday and that is after her event, we just feel we are getting the runaround and that everyone just lies to get us off the phone. I contacted the Ashley home office today and they won't even give out the CEO name guess he has something to hide or too many unhappy customers that he doesn't care about.

You have a Great store and some very good employees but that is lost because of poor customer service!

I have been in retail my entire professional career and I hate to loose customers to a lack of concern and poor customer service so I thought I would let you know of our experience in your store.

Thank You for your time,

Randall

     
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Posted by Slimjim on 2005-12-08:
Randall, having being in retail you should know better that a company that size isn't going to let you talk to the CEO. Your letter to corporate is appropriate and warranted though, and that was admirable returning so many times to protect the salesman's commission.
Posted by randy329 on 2005-12-09:
All I wanted was his name not to talk with him so I went to Yahoo Fin. the CEO for Ashley is Todd Wanek and chairman is Ronald Wanek
Posted by DocRonL on 2005-12-14:
Randy,

I can relate completely. My experience with these people (Ashley Furniture) was completely terrible. If you receive any response, please let me know so I can contact them. They are what makes America bad.

Ron
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Complete Lack of Customer Service
Posted by Mobile on 05/31/2012
BUFORD, GEORGIA -- A few months ago, my wife and I visited the Buford, GA location and talked to Anthony [snip] about the Porter Collection (specifically, we were interested in the bedroom pieces totaling more than $4,000). Anthony was very courteous and helpful and provided a positive shopping experience. We already own an entire bedroom set from Ashley Furniture that we like very much, so we have no concerns about the quality of the furniture.

On May 22nd, after hearing about the Memorial Day Sale, we returned to the Buford, GA location to purchase the furniture at 20% off. We asked for Anthony and were told he was not there. Another individual, I think his name was Joe (but I really am not sure), helped us. Although Joe was very nice, it was obvious he was new. Indeed, he later alerted us that he has been working there for about 1.5 months. Initially, Joe included the wrong bed on the order resulting in an inaccurate price quote (fortunately, I had asked him to create a comparison quote including the other bed and he noticed his error. imagine if I had not and the wrong bed arrived).

My wife and I were deciding if we wanted to put the purchase on our personal credit card or through the 12-month financing option being offered by the store. I asked Joe for more information related to the 12-month option and he was unable to speak intelligently about how the program works. He provided me the in-store flier of which I read the fine print, myself. It was clear I wanted a better understanding of this financing option and that his training did not provide him enough information.

I alerted Joe that we will definitely be buying the furniture today but that we would like to decide between putting it on our credit card or on the 12-month financing option. Joe said, "I understand. Let me point out the kiosk where you can determine how much money you will be approved for on the 12-month plan; that may help you make your decision. The kiosk runs a credit check and prints out how much you are approved for, you will just bring that piece of paper to the front once you are ready to check out." I told him thank you and my wife and I began to discuss.

We entered our information into the Kiosk and began agreeing to Terms and Conditions related to Ashley's financing option. I had no concerns with Ashley Furniture Home Store performing a Credit Check and meeting their requirements if I chose their financing, as described by the employee, so I agreed. After determining the amount for which we were approved (plenty to cover the purchase), my wife and I decided that given the benefits on our personal credit card (and knowing we would be able to pay it off in the current month), we would use our own Visa. I then read the receipt from the Kiosk and noticed it said. Your credit card will arrive in 7-10 business days.. CREDIT CARD???

I immediately went to the Financing Desk and was told I opened a Credit Card. When I alerted the lady that her employee said the Kiosk only performs a Credit Check, she just shrugged, laughed (along with another male employee beside her) and alerted me that I indeed opened a Credit Card. She offered to cancel it for me, obviously not realizing that canceling a credit card does even more harm than opening the card did in the first place (by negatively impacting my credit-utilization ratio which is a direct feed to credit score calculation). She then tells me that the card is automatically cancelled after 12 months of non-use. Oh wonderful, now I get to decide if I want to hurt my credit score now, or in 12 months. All for a credit card that I didn't want in the first place.

I called the Credit Card Company (GE Capital) the next morning to alert them the card was opened in error. They said there was nothing they can do until I talk to Ashley Furniture Home Store, first. I called the store 3 times on Wednesday and was told the Store Manager was in meetings and lunch. I left two messages that day for him to call me back. I also told the entire story to one of the female employees and she let me know that the store manager will return my call. After receiving no call, I contacted Corporate on Thursday, repeated the story, and was told that a Regional Manager would call me back. It is now Tuesday and I have not heard back from the Store Manager nor the Regional Manager. Poor customer service from management makes me even more mad than the poor training/execution of the floor employee that misunderstood and misinformed me about how the 12-month program works. I am now glad that I had the opportunity to see the lack of customer service prior to the purchase.

Fortunately, I was telling a friend about the situation and that I want the furniture but I don't want to give the Home Store any money. He alerted me about an awesome furniture store in NC called Gibson Furniture. I contacted them and they offered me a price $670 less than Home Store. s sale price, with free shipping and no sales tax (out of state)! My wife and I were within 3 minutes of paying too much for the furniture. Of course, I still have a credit card that I don. t want that is going to negatively

My wife and I have already spent more than $3,000 at the Home Store (on the previous bedroom set we bought), were minutes away from spending another $3,500, and had plans to purchase the matching living room furniture in the near future at approximately $2,000. Due to poor training and unbelievably poor customer service from Management, the Home Store has lost those sales and a previously happy customer (well done!). In addition, my generation relies heavily on online reviews...this situation will be included appropriately on the respective review sites for the store.
     
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Posted by DebtorBasher on 2012-06-01:
When you get the Credit Card...DON'T Activate it! (There's usually a phone number to call and activate it. DON'T even call the number).

I believe if it's not activated at all, it can't show as an open credit on your credit report.
Posted by clutzycook on 2012-06-01:
I wonder if it would have THAT much of an impact on your credit rating. Unless you're looking to purchase something big like a car or a house in the next 6-12 months, wouldn't your score likely recover after a comparatively short period of time?

But if what DB says is correct, then just don't activate the card and it'll be fine.
Posted by Anonymous on 2012-06-01:
Whether it's activated or not, if you cancel the card before GE Capital reports it to the credit bureaus, it won't impact your score...but, if they've already reported it, it doesn't matter if it's activated or not, it will show up and can affect your score...also, the credit check will stay on your credit report for 2 years, which is standard.
Posted by anonymous on 2013-12-03:
Wow the same exact thing has just happened to me!!! I was told they were checking my credit and now I have a credit card I was sooo upset and all employees and managers and owners are very unprofessional, rude, decieving, and untrained!!! I was at a dover, de ashley furniture store...
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Buyer beware
Posted by Trnty on 12/07/2007
ROHNERT PARK, CALIFORNIA -- Below is A e-mail I wrote to the corporate office on the 5th and they still have not gotten back to me (so much for second chances)....


My father-in-law and I went into your store on the 15th of November to purchase a sofa and love seat while looking around I spotted a black leather sofa and love seat I liked and the sales associate told me it was a little over my price range and then said that he had something else that was more in my limit so he walks me over to this what I thought was another black leather sofa and love seat which when I sat on it was a little uncomfortable but I just assumed that was why it was cheaper, So I said repeatedly how I was so happy to be getting a leather couch not once was I told otherwise. When the sales associate was checking the computer he told us it wouldn’t be ready for delivery until that Tuesday (before thanksgiving) which was fine with me. When we made the purchase we were told someone would be contacting us to set up the delivery and we were also told that they would not get rid of the old furniture, So far so good up to that point. I could not find anyone willing to take my old couch so a placed a post on craigslist for a free couch and love seat and had someone come pick it up so it would not be there when my new stuff arrived. That following weekend I still had not received the call so I checked the paper work once again and notice that it says app. delivery date Dec. 4. So I call the customer service number to find out what was going on and they inform me that everything is on back order and the soonest I could get it was December 1st. So I called the store that I bought it at to speak to the manager and tell him my situation so he tells me that he would be willing to give me a refund or to compensate me in another way but I just wanted to work this out and get my furniture so I told him that I would think about it and call him back. About an hour later I called him and he couldn’t come to the phone so I left a message and waited all that day for him to call me back he never did. The next day I went into the store and he gets on the phone with your customer service dept and tells them the situation about how your sales associate lied to me about the delivery date and they tell him the soonest the could do was the 29th of November. Meaning I now have NO furniture to sit on for Thanksgiving when I have family over He tells me he is sorry and hands me a $100 gift card(that states on the back only good on purchases of 1000 or more which I don’t see until after I leave). So the 28th gets here and I get a call saying that there was a problem during shipping the bench that came with the table I ordered was damaged and they had to order me a new one but that every thing else would be here. The next day they got here with the couch, love seat and table but were missing the chairs and coffee table so once again I was back on the phone with your customer service dept. who was then informing me that they weren’t scheduled to be delivered until that following week so he told me he would see what they could do about trying to get them sooner so I could have something to sit on when I eat and he would call me back that afternoon. Well he never called and later on that day after going through all of this I find out (thanks to Google) that the couch and love seat isn’t even Leather! Which I should have found out from your employee before I bought it. So I call and speak to the store manager and he basically accused me of lying and said that he didn’t understand how the sales associate told me it was leather because he was a good employee, with the company for such a long time and tells me he is willing to do an exchange but at this point I didn’t even want to continue doing business with you. So I talk to Teresa (customer service again) and she tells me that I can’t have a refund unless I pay a 30% restocking fee and that I could not even get store credit until after they came and picked up the first one which means sitting on the floor again. So with what I felt no more choice I go into the store to pick something else out and another associate helps me out. after briefly explaining why I was there he walks around with me and wow actually tells me about the furniture. So I found what looked like a comparable choice and after every thing was calculated there was a $69 difference which the manager was not willing to budge on even after all that you have put me through.I am so disappointed with this experience I have been lied to three times by your company and yet I get treated like the liar.

.....PLUS I just got a call from them on the 6th saying the soonest they could deliver my coffee table and dinning room chairs is Dec. 11th!!this is ridiculous these people need to learn better business skills!!!!

To post an update I received this email message from their main office and will wait to see what comes of it before contacting BBB.

From Tammy02 on 12/11/2007 - Reply
I am an employee at the corporate office of Ashley Furniture Industries, Inc. in Arcadia, WI. I sincerely apologize you felt it took so long for me to reply. I received your email on Friday 12-7-07 and replied the following Monday 12-10-07, I am sincerely sorry I could not reply sooner.

Tammy~Ashley Internet Communications

-----Original Message-----


Hi Almira,

Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI.

Each of the stores are independently owned and operated. As such, the owners of the stores develop and implement policies and procedures regarding customer purchases, deliveries and warranty claims.

I am concerned about your situation, and I would like to forward your email to the appropriate party for further review. Please reply with the name and location of the store in question.

Have a great day!

Tammy~
Ashley Internet Communications
     
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Posted by bargod on 2007-12-07:
Oh Ashley you so crazy!
Posted by Skye on 2007-12-07:
Bashley furniture strikes again!
Posted by Suusan B. on 2007-12-07:
Wow - - this is shocking, isn't it!
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Ashley Furniture & Guardsman (SUCK)
Posted by Dummy on 08/17/2007
DALLAS, TEXAS -- Its amazing what you learn when you read the fine print. The salespeople don't tell you. Not only is the furniture crappy, its not real wood! Mostly fiberboard, cardboard and plastic. Plus, no returns. If anyone blows their money on this, your dumb. It won't last. They actually use old pallet wood in their sofas, you can see the old nail holes.
The Guardsman warranty is so good, they dump you when there is something replaced on the furniture. They obviously know they are warranting crap, so they protect themselves.
READ THE FINE PRINT!

     
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Posted by ejack053824 on 2007-08-17:
Ashley furniture again. Need I be surprised? LOL!
Posted by grandma005 on 2007-08-18:
Ashley's sucks.
Posted by tazdog on 2007-08-27:
Yeah they SUCK...
They keep ignoring me and when you talk with the retail sales manager (arlington) he pretends to listen and then he says he will call you in 2 days.. After 5 calls and 1 week he finally answered the phone, again with NO news..
Posted by elaumets on 2007-08-29:
ok, first of all... you get what you pay for. If you paid 180 for a 5 drawer chest, yes it is going to be mainly MDF and PB. Deal with it! if you paid 600 for a 5 drawer dresser then it will be all hardwoods, that goes for any furniture retailer in the united states. And i dont know about guardsman, but real extended warrenties like montage services dont drop you after you make 1 claim, they cover you for 5 years. dont blame the salesmen, they are there to make money, its up to the consumer to do the research on their own.
Posted by david07003 on 2007-09-01:
Having sold furniture for many year, the extended warranties can be a big scam. I know that many people got screwed by the extended warranty companies by telling them that they tried to clean up any spill that they made--this voids that extended warranty. I would tell evey customer this so that they didnt get screwed. As for the wood, Ashley tells the salespeople that it is engineered wood--wood that is better than regular wood because it comes out the same everytime in its look.
Posted by Anonymous on 2007-09-01:
I agree with david07003 and would only add check out the laws!
Consumer Protection Laws

Owners should be aware of laws against deceptive advertising and pricing.

“These state laws often allow a customer to sue even if the violation was not intentional. For example, if you sell a product manufactured by a U.S.-based company (say, a Schwinn bike) and mistakenly advertise that the product was made in the U.S. when in fact it was made in Taiwan, you may be liable under consumer protection laws.”

http://www.nolo.com/article.cfm/objectID/335A29B1-5FEF-4C77-
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Anti-Customer Service
Posted by Harpo on 06/29/2006
MESA, ARIZONA -- June 19, 2006

To Whom It May Concern:

Unfortunately I have to take the time needed to write this. It has to be a pretty bad situation for me, and probably most people, to actually have to write a letter of complaint about your (anti) Customer Service Dept.

I’m 59 years old and have been buying furniture for our homes for so many years I would have to stop to count them. Never…. NEVER, in my life, have I or anyone I know, had such a horrible experience which seems to have morphed into a creature all it’s own. A creature Anti-Customer Service.


My first question is why do you call it Customer Service? Here is what I’ve gone through and continue to deal with;

-2/23/06 bought furniture
-3/17/06 delivered on 3/15/06 or 3/17/06
Some furniture was broker. One end of the sofa looked like it had been dropped. When they took it apart the wood inside was smashed and broken.
Called Cust Svc and my nightmare begins…
-3/23/06 box arrived. They said they would call me. They didn’t.
-3/27/06 I called Customer Service, call was dropped while on hold
Called again, call was dropped again while on hold
Starting to think they use the same Cust. Support people AOL does. Which is to NOT deal with the customer but hang up on them…
Called again, service appointment set for 4/4
They had my number but never called me back so I was continuously in
Que waiting every time I called waiting for someone to answer.
-4/4/06 called Cust. Svc to see where cust. Rep is who was supposed to show up between 8am and 5pm. No call and no one showed up for appointment. An entire day wasted waiting and he was a no show and didn’t bother to call.
When I called cust. svc they said I didn’t have an appt. and that’s untrue.
I’m now scheduled for 4/6 between 8am and 5pm which is an unrealistic window to have people wait!
-4/06/06 called cust. Svc., the Rep. didn’t show up again and no call. They said they would check and call me back. An hour later I called them back. Talked to Eric this time, and he didn’t return my call. Asked to speak to Manager and he said he WAS the Manager.
They gave me the repair rep’s phone# and told ME to call him (Joe). I called Joe 5 times and never received a call back.
-4/07/06 called cust. Svc. Again. Talked to Kristy this time?. Now I’m scheduled for the 20th.
-4/20/06 Joe showed up, and what an ass. Fixed broked furniture & tightened bolts. Couldn’t fix Recliner. Pad falling apart and un-reclining is too hard to do for all but me.
-4/21/06 called Ashley and gave details about recliner & got disconnected again. I just didn’t call back this time. I wanted to see if they would call me back. Of course they never did.
-4/25/06 called back. Talked to Marleana this time? Asked to speak to Mgr. so I ended up talking to Kristy? I said I thought Eric was the Mgr. and she said NO, I am??
-5/11/06 box arrived.
-5/12/06 called. Talked to Kelli this time? Scheduled for 6/6, 8am -5pm. Again horrible window.
different rep showed up, Raphael, and said the parts they sent were the wrong parts, figures! So they ordered parts again. Raphael said the cushion where the padding is falling down CAN NOT be repaired so he ordered a new cushion(he said verbally).
-6/19/06 box arrived and I called. However, there was no new cushion in the box. Now I’m scheduled for 6/22, 8am - 5pm again. Horrible window.
-6/20/06 Kristy called to confirm service appt for 6/22. I asked for Raphael and she said I would get him. I told her that I will not let Joe in my house anymore. He was a nightmare and a mess. He smelled like alcohol and like he hadn’t showered in days. He also told me that Ashley won’t replace the recliner, only fix it. I said that wasn’t acceptable and he told me to call Cust. Svc. Their solution for everything.
-6/22/06 repair tech actually showed up. This time it was a new repair guy even though I asked for Raphael and was confirmed I would get him.
This guy put on a new metal frame. To fix the falling form in the cushion, which I saw when he took it apart and was all squished out of shape. All he did was wrap the out of shape foam in lots of fiber stuff. He didn’t replace the squished out of shape foam. He just wrapped the hell out of it with stuff that is now falling apart again, less than one week from “FIXING IT”. When I called Cust. Svc. To say it’s falling apart again they said “well you signed the work order so as far as we are concerned, it’s fixed”…. And it would LOOK like it was fixed and didn’t have a problem if no one EVER sat in it again. Once we started using it you could see it get worse with every use.
-6/24/06 this is when we started to notice that the cushion was falling apart again.
-6/28/06 called Cust. Svc again talked to Shelly this time and told her I just wanted a new recliner or I would turn it over to my credit card company and that I was finished with repair guys AND Cust. Svc. She then had me talk with Kristina and all of a sudden guess what…. My call was dropped… how can one company drop so many calls. Maybe because this is how they deal with problems. Keep dropping calls and maybe the customer will stop calling out of frustration.
Also I never received a call back.

I called WFB Dispute Dept. at this time to find out what my options were. I wanted to return everything. I just don’t want to deal with a company like this. WFB asked me to get a little more info. Like return policy.

I called the store where I purchased the furniture and spoke with the Mgr, Renea? At 480-222-4663, and she said they have a 30% restock fee. When I explained my problems all she said was to call Cust. Svc. I told her what I’ve already been through and she just said “I can’t help you, you will have to call Cust. Svc like I just said”

So like an idiot, I called Cust. Svc. And told Jessica (this time) my story and that I just wanted a NEW recliner. She couldn’t do that without sending out ANOTHER repair guy first… AHHHHHH!

I called WFB and talked to Ronnie 800-390-0533. she will fax the papers needed to refund my money for the recliner.

What I really want to do is return everything and NOT pay a restock fee. I REALLY REALLY DO NOT WANT TO DEAL WITH ASHLEY ANYMORE. Their Cust. Svc. Dept is nothing but a circus.

Who knows what’s going to happen on my umpteenth service call. So far your service
has been a Joke and should be an ALARM, and an embarrassment, that something is
amiss in your Cust.Svc.Dept. and perhaps a change is in order??? Or at least some
training.

I tell people about the nightmare I’m going through with Ashley Furniture and they
Can’t believe it. Ironically most of these people have roots in Wisconsin.

I’m about at the end of my rope. I can’t continue dealing with the circus you call
Customer Service. This is your last shot. If you can’t get it right this time I will do
Everything I can to return all items even if it means getting an attorney. It will be well
Worth any money just to get you people out of my life.

This will be posted to www.my3cents.com and any place else I can find on the internet to
get the word out about Ashley, the store and their Customer (non) Service. I will also
mail a copy of this to all the Officers and Board of Directors I can find that have
anything to do with Ashley Furniture.

The store I’m dealing with is located at 6233 E. Southern Ave. Mesa, AZ. 85210. The
names of all the people I dealt with are in the text above.
Bruce
     
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Posted by Anonymous on 2006-06-29:
Click on the "More reviews on this company" personally I would stay away from Ashley Furniture Homestore and their cast of cockeyed nincompoops. Dispute it with your credit card and be done with Ashley, they're not worth the heartaches.
Posted by beanbagbritches on 2006-06-29:
Wow, that sounds just awful! Thx for noting this info & we are very glad you posted. Hope things work out.
Posted by Doc J on 2006-06-30:
Thanks so much for the detailed post. Your treatment by this company has been horrid. I'd simply dispute the charges with my CC issuer. Failing that, a Small Claims case may get your money back. Take pictures! Given the number of Ashley complaints on m3c and other sites I'd be as likely to buy furniture from them as I would be to consult with Dr. Joseph Mengele for surgery.
Posted by Liana on 2006-07-20:
We are dealing with the same issues here in Fayetville NC with Ashley. Been waiting since March '06 to get our furniture delivered in one piece. The lies employees tell, to them not returning calls to them not answering your questions, a true nightmare. Complain to the BBB like we did and good luck.
Posted by ceramicgal1 on 2006-08-12:
We have been dealing with horrible service from this company also. Find out thru BBB the name of the owner then call everyone who deals with them what kind of company these people are running. Maybe if enough voices are heard they will be closed down. They are frauding the public. The quality of the furniture is great looking til you get the product. I have had two dining tables and chipped both times taking a leaf out and they will not return my money.
Posted by Refuse on 2008-07-06:
First off, I just want to extend my sympathy towards your appaling experience with that particular Ashley Homestore.

I want to point out that each Ashley Furniture Homestore is individually owned and does not, nor could not possibly reflect upon other Ashley Homestores.

I am a sales rep for Ashley Furniture Homestore in Easton Md and cannot believe how horribly (for lack of a better word) you were treated. It's a severe shame because I can comfortably say you would never recieve such treatment at our store. I would not be surprised in the least if that particular store ends up failing and flopping on their rears out the door.


Again, My sympathy's but please don't judge other Ashley Homestores on this account.
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Wrong furniture delivered
Posted by Spring on 10/11/2005
AHWATUKEE, ARIZONA -- I ordered and paid for a beautiful bathroom vanity from Ashley furniture. Several weeks later, we got contacted to pick it up at the warehouse. There was no vanity to be found. We waited another week and they discovered it hidden at the warehouse. They apologized and delivered it to our home but was the wrong piece!I had signed for it but after the cover was lifted, discovered the error. The delivery men refused to take it back on the truck. I went, immediately, to the Ashley store and voiced my complaint. The assistant manager looked over my receipt and discovered they had written the wrong stock number for a different vanity and a cheaper one at that. Nevertheless, I had been charged for the more expensive one that I originally ordered. I was assured that my credit card would be adjusted back, headquarters would contact me within a couple days or so and Ashley would come and pick up the vanity. I have now been waiting for contact from Ashley, for over a week. I tried to email Ashley Furniture Industries but there is no address on their website for emails or for that matter, on any of their sites. That is very odd. I suspect that is a sign that customers are not welcomed with emailing negative feedback or questions about problems with the merchandise or delivery. I will get my attorney involved if I do not get something done soon. It is shameful that they cannot have a quality control in their company as large as it is. I know their stores are individually owned but are still under their corporate management.
     
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Posted by guchiedad on 2005-10-14:
I wouldn't hold your breath. Might as well get your attorney involved. All these furniture companies have no regard for the customer. It's a wonder they're all still in business. You said you've waited over a week. We've been waiting almost 6 months now on a set from Levitz. Good luck.

Posted by jedi on 2005-10-14:
hello, i am michael jedlowski and i own the company. i am sorry for your poor experience. i would love for you to contact me at mjedlowskicustomercare@ashleyfurniture.com i will give you your money back, order you a new one and give you a gift certificate for use in the store. let me know how to resolve this unfortunate issue. michael
Posted by McGann on 2006-08-06:
I'm sorry to hear your story. If you need Perhaps I can help you. Please contact me at anetteshelby@Yahoo.com
Anette

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Junk Furniture
Posted by X customer on 03/07/2008
COOKEVILLE, UTAH -- I have purchase furniture from the Ashley Furniture Homestore in Cookeville, TN. First, let me say that the quality of the furniture is crap. They lead you to believe that all their furniture is made in the USA. It most certainly is not. It is crap that comes from over seas. Second, they dance around the subject of "solid wood". They use the term "select hardwood and veneers". What the heck is that? I will tell you what that is.... press wood / chip board! JUNK!! My dining table has the finish wearing off and the veneer peeled up...guess what is under neath? NOT WOOD...it is some kind of paperboard. I had the tech come out (finally after begging) and he took it back to the shop with him and said they would order me a new one. BIG LIE!!!

They did a piss poor job at trying to repair the table and returned it back to me. They said that was all they could do. Third, the customer service I received was a game of phone tag and run around. Does anyone at that store know what the heck is going on? That was the worst customer service I have ever received. The manager is skilled at lying as well. She assured me that my problem would be taken care of. It has been 9 months now since my purchase and I still have this piece of crap Ashley Furniture in my home. I am embarrassed to have company over. Please never buy any Ashley Furniture. It is junk.

The prices are low because you will have to replace it in no time at all. I am sure the owner of that store knows the quality of his product is crap and does nothing to help his customers when the junk falls apart. Please do your homework on this store before you commit your money to them.....Their policy is "ALL SALES ARE FINAL!!" How is that possible when they sell poor quality furniture? I have learned my lesson and I urge others to never shop at ASHLEY FURNITURE HOMESTORE in COOKEVILLE, TN!!!
     
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Posted by Suusan B. on 2008-03-07:
Friday's going to be a hot on on M3C - - we've got our first Ashley Furniture complaint and it's only 9:41 a.m. PST!
Posted by Principissa on 2008-03-07:
LOL Suusan! Tammy02 should be here soon to do damage control for Ashely. I have yet to hear back from any of the posters she has "helped" to see if any of their situations were actually resolved.
Ashley furniture is junk, plain and simple. Their customer service is horrible and for the price you pay for their junk you could save up the extra money and go to a more reputable furniture store and get good quality furniture. I still do not understand why anyone shops at these stores.
Posted by Anonymous on 2008-03-07:
x customer, GREAT HANDLE! Just another day and another Ashley complaint. Princi, Best Answer, LOL.
Posted by Tammy02 on 2008-03-10:
I sent an email directly to "x customer".
Posted by Tammy02 on 2008-04-03:
Ashley Furniture Industries, Inc. responded to "x customer"s personal email on 03/10/08, unfortunately we have not received a reply back. An Ashley Furniture reference number was provided for quicker service. Therefore, if we do not hear from a consumer, we are unable to assist. Should "x customer" reply to our email, we will review the information and proceed from there.
Posted by crapfurniture on 2008-04-29:
I think Tammy02 is full of crap. Ashley never does anything to resolve any of their problems. The best thing they could do for the Cookeville customers is shut that store down. The owner and the manager are both con artists. Kevin Sergent (owner) will lie to your face just like his manager Gail Arney. I have yet to meet anyone from here that is happy with that store.
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Unhappy Customer
Posted by SaintsFan on 10/07/2007
REYNOLDSBUREG, OHIO -- I am friends with an employee of Ashley furniture and when construction began on our new house, the decision was made to furnish it with new furniture. We wanted to work with your employee (i.e. our friend) so we visited her numerous times, maybe 10, going over color schemes, size issues, motif, etc. She had actually been to our home while it was being constructed so had a definite idea of what and where things could be furnished. She was very instrumental in our continuous patronage of Ashley. Once our decision was made, we arrived at the store not realizing that she had not come in to work due to illness. Being our friend as well as a vested party of our purchasing decision, I called her cell phone to let her know we were looking for her. She said that she would come in to handle our purchase, over $8000 worth of furniture. Also, being our friend, we were well aware of the Ashley commission structure and wanted to work solely with her with this sale so she would get a full credit. While we waited in the store, one particular employee would not take no for an answer even after we told her that we were waiting on our friend to come in. She insisted she was only doing the credit application and our friend would get full credit. It has now come to my attention, my friend did NOT get full credit and had to split it in half. As a business owner, this seemed ludicrous when I found out the way Ashley employees are treated by their management.

For close to a year, we had talked about this purchase and now we think our purchase from Ashley was a mistake. If a company treats their own employees with so little respect, I have to ask myself how will they treat me or any other customer???? As far as my wife and I are concerned, we may decide to cancel the order completely and definitely spread the word about how disrespectful Ashley Furniture Homestores are.

Repeat customer are always key (remember I am a business owner)but Ashley won't be getting any more of my business.

     
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Posted by furnitureman on 2007-10-07:
If you cancel be ready to be hit with the 30% restocking fee.
Posted by furnitureman on 2007-10-07:
if you want to cancel, I own a furniture store about a hour away I'll be more then happy to make sure you get the right furniture and right price.

The Ashley Furniture Store your talking about is owned by Morris Furniture in Dayton, Ohio. They own both of them in Columbus
Posted by Anonymous on 2007-10-08:
Nice friend you are. You made her go in sick. You couldn't wait until she returned to work to complete your purchase? And you thought Ashleys treats their enployees badly. At least they weren't making her go into work when she was ill.
Posted by jktshff1 on 2007-10-08:
Good post. Yea, be ready for the fees.
It's really good to see someone who understands that commission=salary and tries to go to the salesperson that helped them. IMO..your friend was taken advantage of.
Posted by Anonymous on 2007-10-08:
Some people are so cut-throat. How pathetic does someone have to be to steal a commission from a co-worker? What a low-life scumbag. I, like you, always get the name of the person helping me so they can get credit for the sale--even if I don't purchase until a later date. Sorry for your bad experience and hope you get this worked out to your satisfaction. Furnitureman sounds like a reputable guy to go to from his past posts. I would check him out if you can.
Posted by openeyes247 on 2007-10-18:
Knowing the store's commision structure your friend should have stayed home and accepted the split commission. Shouldn't he/she be disciplined for coming in after calling out sick? Some friend you are putting him/her in such a predicament!
Posted by Mustang Jonny on 2007-10-24:
I have a hard time believing as a business owner you can blame a company for the way one salesperson handled a situation. Did you ask to speak to a manager and explain the situation? Didn't you want to protect your "friend"? Would anyone really want to buy furniture from a guy who goes on a website that gives reviews about furniture stores and tries to drive business to his store? Talk about scumbags.
Posted by furnitureman on 2007-10-27:
Mustang Jonny Are you bitter because your purchase is already falling apart.

You ask who wants to buy furniture from me? About 38,000 people. I tell it how it is, I sold Ashley for a little while and it was JUNK, I either replaced or fixed 60% of the pieces I recieved. I am marketing my business so what, don't be mad because I tell it how it is. Thats why I have been in business for over 25 years. If you look I give reviews of my experience thats what this site is about. I'm sorry if you don't understand that. As far as the scumbag commet, I'm sure your just a bitter man whose furniture is falling apart and Ashley won't do anything for you. So sorry that you where picked on and beaten up as a kid and your way of acting macho is sitting at the computer in your parents basement acting like a tough guy on the internet.

If Ashley is as Honest of a business as mine was there would not be any complaints.
Posted by DigitalCommando on 2007-10-27:
Furnitureman, who is the top manufacturer nowadays?
Posted by furnitureman on 2007-10-27:
Depends on whta you are looking for.

Bedroom and dining room furnitue Kincaid, Hooker, Stanley, Thomasville,
They are more expensive but are solid wood and majority of it is made in the USA

Living Room furniture
Lazy Boy, Lane, Flexsteel,Best Chair,Norwalk. All good warranties and can get 2-4 weeks delivery
Posted by DigitalCommando on 2007-10-27:
Was just curious. I have seen some really nice stuff that looks like its worth 10,000 but sells for 1,800. Probably made in a chinese sweatshop.
Posted by furnitureman on 2007-10-27:
Most furniture these days are made in China, Vietnam, and Thailand. Hope this help. The Chinese have perfected making furniture look as good as it does. Thats why everyone falls for Ashley then regrets it a year later.
Posted by Anonymous on 2007-10-27:
DC--I have Norwalk Furniture and it looks as good, six years later, as when I bought it. They make their couch frames out of hardwood in the US. Furnitureman knows what he's talking about! It is more expensive, but you won't be replacing it every couple of years so it's really a bargain in the long run.
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Durahind and warrany
Posted by Sheryle on 09/17/2007
MADISON, TENNESSEE -- We were told by a sales person that Durahide would be much better than leather for our household (kids) and they also duped us into the Guardian protection plan. DO NOT BUY DURAHIDE OR ANY WARRANTY ITEM FROM ASHLEY. DO NOT BUY ANYTHING FROM ASHLEY FURNITURE. THEY DO NOT STAND BY WHAT THEY SELL. Our furniture after 2 years the 'durahide" is flaking off everywhere. I called Guardian and they told me I had five days from when the problem occurred Well it is an ongoing problem and I tried to fix before calling. What kind of company gives you only five days to report a problem that is ongoing? Ashley furnture should be ashamed of themselves. I have reported them to the BBA and I am going to report Guardian also. The practice of selling goods that are very misleading is wrong.

READ THE FIND PRINT. BUT, REALLY DON'T BUY.
     
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Posted by Anonymous on 2007-09-17:
Ashley no longer makes what they sell. They get most of the junk they sell from China now.
Posted by Anonymous on 2007-09-17:
Because of your post,ive decided not to buy anything from these KOOKS...TY
Posted by Anonymous on 2007-09-18:
Another Ashley complaint.
I voted your review 'Very Helpful'.
Posted by mike on 2011-07-12:
that store is awful. i too bought the durahyde after being told by the staff about how amazing that product was. I also purchased the warranty. What a joke in both cases, the durahyde on my sofa began flaking within two years....and the horrible warranty did not cover it.
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Pitiful service
Posted by Markel on 12/10/2005
LOUISVILLE, KENTUCKY -- A little over a year ago we purchased a living room suit from ashley furniture. we also purchased an extended warranty that the salesman said would cover anything that went wrong with it after a year.About a week before the year warranty expired I called ashley to tell them that some of the springs were damaged on the right side of the sofa. They in turn referred me to the warranty company, even though it had not been a year yet. In the brochure that we received with the sofa, it says that the springs were warranted for 5 years. Finally after arguing the point with ashley furniture that it was still their responsibility and not the extended warranty companies, I called that company.
That was when I found out that the extended warranty that I purchased was only for stains and tears, period. Ashley's salesman lied to me about that.
After a lot of phone calls and screaming ashleys finally said they would take care of it. They gave me an appointment 6 weeks from the time I called them. The day before they were to arrive, they called me and told me my window for the service man was between 12:00pm and 3:00pm. Well needless to say they didn't show up until 4:00. The man was here for about ten minutes, agreed that there was something wrong with the springs and that his office would call me. All that time for nothing.
It has been over a week since the service man was here and they still have not called. I have called twice. The first time the people could not find my paperwork. The second time I was told that the lady that took care of this was out of the office until Monday. Still haven't heard anything. NEVER, NEVER AGAIN will I buy from ashley furniture.THE worst customer service I have ever dealt with.
     
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