Ashley Furniture Consumer Reviews - Page 3

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.

PHILLIPSBURG, NEW JERSEY -- Less then 2 years old sectional piece completely cracked in half. Ashley will not help the warranty is a joke it doesn't cover much of anything and they are very rude

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.

MONROE, GEORGIA -- I purchased a loveseat, chair and ottoman at the beginning of January 2019 to be delivered first weekend in Feburary 2019. I understand I purchased online, NO ONE ever contacted me about my purchase. The order I saw on my phone app had the chair and ottoman in the wrong color. I called and they assured me it was correct in their system and someone would contact me about delivery 3 days prior.

The night before delivery, I got a text with my delivery window (my life for that day was on hold for a month waiting for delivery window). Chair and Ottoman were delivered and correct color. Great! The driver found a tear in the loveseat and said he wouldn't bring it off the truck he would return it to the warehouse and someone would contact me about the replacement. This was first thing on Saturday morning and I appreciate the driver catching the tear. No problem.

No contact as you can imagine all weekend... Got an email that said I had been charged for the chair and ottoman. Fine. Got a 2nd email stating I had been charged for the loveseat in which I NEVER took possession of!!! Not that that was bad enough, Monday morning my bank texted me my balance was $1.00... Really, why? OH not only did Ashley Charge the full order to my account, they put another hold on funds in the amount equal to ANOTHER LOVESEAT.

After an entire day of being transferred on the 800 number, I found someone who understood the issue (I don't know why it was that hard to understand) and they said they would take the hold off the funds and reorder if I wanted. At this point NO! 2 days later I'm getting calls and texts about delivering the loveseat that should have never been reordered. I'm still waiting for credit for the one that I was charged for I never got. Lack of communication and bad business practices, I wish I had read the reviews prior to ordering. It's worth going to a reputable store to buy their products and pay a little bit more. Or just spend the money and upgrade to some furniture I know will last more than a couple of years with a company I know has great customer service.

ROMEOVILLE, ILLINOIS -- If you read this sentence and nothing else please never order anything from Ashley furniture. On 11/14 I ordered a nanthala 5piece sectional from Ashley furniture in romeoville IL. On 11/18 I received my items. 2 of the pieces came with the leather backing completely torn up. as well as the 1st time we sat on the left recliner the back completely snapped in half. We also didn't like the way the sectional looked in our room so we opted in to split the couch into 2 separate couches instead of a sectional. So we paid the additional shipping. We called to set up an exchange and for the return and this lady was very nice and helpful. we scheduled the new delivery for 11/23. We received both shipments on the same day. 1 of the recliners on the end the recliner didn't work and one of the middle pieces the metal locking brackets were snapped off. So I called to set up ANOTHER exchange. they told me I would be receiving a call in a few days to set up delivery. its now 11/28 and I hadn't received a call so I decided I would be proactive and call to make sure everything is on track. The lady I talked to said she had no record of the previous conversation and that nothing was ever set up for an exchange........they don't even have a record of me refusing delivery.....so now the only thing I am able to do is have a technician come out to fix the recliner that's broken and they have no idea what to do with the missing middle piece as they don't have any paperwork of me refusing the delivery of that piece. So as of now I am still without my couch after 3 attempts..... PLEASE DO NOT ORDER FROM ASHLEY. The quality control is terrible and apparently the customer service is atrocious.

MURFREESBORO, TENNESSEE -- My mother recently had her knee and part of her femur & tibia removed due to cancer and wanted a table that did not have legs on the corners to help her mobility. There was a pedestal table at Ashley she liked but the display model was counter height. After explaining the situation to the sales rep, she showed us the back of the pricing guide where the table came in regular height, so they ordered that model based on her recommendation. I was present for this conversation. However, when delivered table, it was regular height but had corner legs. My parents told the deliverymen it was the wrong table but they told them to take it up with the store. They called the store and were told they should have refused delivery. They also said the regular height version of the table did not come on a pedestal, therefore the table received was the one ordered and if they wanted to return it they would have to pay a restocking fee, the delivery fee was non-refundable and a pickup fee would be charged. My trusting elderly parents believed the sales representative that the lower table was just like the one on display expect for the height and would meet their needs and they trusted the deliverymen who told them to take up the issue with the store. Even if the table ordered was indeed what was received, the sales women and the deliveryman, all employees of Ashley Furniture either outright lied or were unfamiliar with the company's products and policies. Either way this is on Ashley. Numerous calls have been made to the local store and even the corporate office in Memphis (Connie & Jenna) to explain the situation but the company refuses to take responsibility for the actions of their employees and make it right. In addition, the chairs that came with the table are uneven and rock. DO NOT BUY FROM ASHLEY! Their products are sub-par and their customer service is reprehensible!

LOMBARD, ILLINOIS -- If there was a minus 5 stars I could give Ashley furniture, I'd do it in a heartbeat! I want to get the word out for anyone who values their time to never, under any circumstances, shop at Ashley Furniture! It's really a shame since the styles there were of our taste.

My husband and I ordered a king mattress, along with a headboard, bed frame and nightstand. This past Tuesday, my husband arranges to come home over lunch to be there for the delivery. He doesn't even get the call until the delivery is already there - UNPACKING before my husband arrives. The only thing that arrived was the bed frame and one nightstand - the other nightstand was damaged in the shipping and the mattress was on back order! That's the sort of thing that should have been told to us before the delivery was scheduled!

As if that wasn't bad enough, my husband called customer service, which was a half hour on hold - very inconvenient for people like us who are on a very tight schedule - and spoke with a woman, who was sincerely apologetic.

After they talked, the delivery was rescheduled for Saturday for another delivery - from 1-6 pm. If we are told that the delivery will go through, we expect to have had a mattress. No regard for the fact that we are very busy people with things to do, not to mention we planned on participating in the Clear the Shelter events to adopt a new cat but we had to be there for the delivery. So my husband calls customer service - again - a half hour wait until we learn that we are the last delivery of the day.

So the delivery arrives a little after 6 pm, 2 nightstands arrive, but no mattress - again! Unbelievable! This was the second time they screwed up, saying our mattress was on back order after the delivery arrived! What should have been done is that if the mattress was on back order, that we should have been notified of that beforehand and not to come until all the items ordered are there! I can tell you, that if I was coordinating the delivery, that mistake would never have happened and all pieces would have arrived at once.

Bottom line is that we have never in our life seen such incompetence! mean to have screwed up twice! What is the problem? Who's going to be held accountable for this? We are never stopping at Ashley again and I already let everyone in my social media networks know this as well. Don't be surprised if Ashley ends up going out of business. Nobody of high intelligence and quality who actually work hard should ever have to stand for inconveniences due to such incompetence!