MADISON, TENNESSEE -- My husband and made final decision on furniture. We decide on Ashley Furniture. We ordered furniture, we were told it would be in at 2 weeks. Our salesmen had told us to call if we had any problems. Here goes... I call the salesmen to let him know I haven't heard or received any calls about my furniture. He put me on hold, called the warehouse in MS, some pieces of our furniture were on back order. He told me what the pieces were. A week later, I get a call from warehouse to set up delivery.
After talking to representative there, they never looked at my sales ticket. They were going to set up delivery only on bedroom furniture. I asked about my living room furniture, they didn't even know I had ordered any or dining furniture. I asked about my back order furniture, I was told it was still on back order. I asked could they deliver the stuff they had, I was told no, even after speaking to manager. I was told we don't do split deliveries.
I called my salesman back to let him know of situation. He spoke to his manager. They called warehouse and told them to deliver what they had. I set up delivery. After long thinking a few days later, I called warehouse back in MS. They could not even tell me when I was going to be able to get furniture on back order. I called my salesman to see if he could find out. I was told production would not start until January 6. When they have orders on furniture that a lot of customers doesn't order, they have to have a certain amount of orders to make it.
So just because we were the only ones who had ordered this in particular piece. We had to wait for at least 3 more customers to order it before the warehouse could start production on making it... REALLY!!! I called my salesmen back and talked to and then manager and told them I wanted another table to replace the one it's taking so long to get.
They were complaint and then had the nerve to tell me if it cost more than the one we purchased, I had to pay difference... I said, "I don't think so." It's been 1 month and week and I'm looking forward to a new table no matter the price and getting my delivery charge waived. Never again will we deal with these people again nor will I recommend anyone to them!!!
WESTON, FLORIDA -- Never buy from Ashley Furniture. We went to purchase a sectional, and a daybed for my 5 year old daughter. I provided a drawing of what we needed. The sectional came and the chaise part was on the wrong side. I told the delivery guys this is not what we ordered. We called the store and the manager proceeded to tell me it was my fault and I would have to pay a 200.00 restocking fee. I told him that his saleswoman took the order wrong and I was not going to pay. The delivery guy had to call customer service on our behalf to have it returned free of charge.
Then he told me that he could not get me the one I needed for another two weeks because it was out of stock. The manager told us that as long as we did not give them a bad rating he would make sure we get our chaise very soon and he would follow up with us. Then when I went to my daughter's bedroom we notice that they must have run out of bolts and used different ones to put the bed together which looks ridiculous on a white day bed. Then we notice that the part of the sectional they did leave, one of the cushions did not belong to that set. Wow talk about a total screw up.
Two weeks went by and no chaise and no call. When we called customer service to see where our chaise was that we were promised would probably be on time if not earlier, they didn't know why no one called us to say they needed more time.
At this time I went ballistic. We had a birthday party scheduled and we would not have our new furniture on time. It has been one of the worst experiences. The sad part is that we bought everything cash and we were planning to buy a dining room and bedroom set as well cash. That is never going to happen and I promised myself that I would do everything in my power to get the word out of the terrible service and experience they have been so gracious to provide. Horrible!!!!
DOVER, DELAWARE -- I was going to buy a bed from Ashley Furniture in Dover, DE. The sales lady was new but she assured me she could help me. I was interested in an 800 dollar bed. I asked if there was any loans or ways of financing available... The sales lady said she could run my credit to see if I would be approved.
After she ran my credit I was approved for more than the bed was worth. But the sales lady then told me I had to pay 20% of the bed so that would be 160 dollars up front!!! This was only mentioned after she ran my credit. I told her I wasn't interested in the loan then. She then told me, "It's not a loan. You will get a credit card in 7 to 10 days." !!!! I was so upset because I thought she was just running my credit to see if I would be approved but I never wanted a credit card!!!
After all of this I left and called the manager who was also clueless and she wouldn't give me her name! At this point I was frustrated because my credit was going to be affected by this new credit card I didn't want. I later find out that I could have no interest for 12 months which was also not mentioned to me. The manager said she was new and the employees were not her responsibility!!! She then hung up on me.
I called back and a Beth answered who proceeded to give me a fake manager's name and she told me if I called again she would call the police on me! I then called the police myself to escort me into their building because I wanted a copy of my application for my records. They declined and wouldn't give me a thing! Then I contacted the owner a few days later to let him know my experience.
A Mr. ** whom is the owner said I was wrong and told me they would do nothing for me. I then called a Maryland department of Ashley Furniture who gave me the same unprofessional attitude. It's very clear they only care about their money and scamming ppl. I will now contact the Better Business Bureau! I wish I read the reviews on this store before going in it!!! I haven't seen one good review yet and hope in the near future this store is shut down!!! I have never seen a company so horrible in my life! And yet there is nothing I can do.
MESA, ARIZONA -- We bought 2 leather/faux leather rocker recliners and leather/faux recliner couch - a matched set in burgundy on July 3, 2010. It is just my husband and I and the furniture hasn't been sat on much. We are in our 60s and the furniture has been treated well and cared for using their instructions for care of leather/faux leather furniture.
On one chair that has been sat on, the color is completely worn off the head resting area of the chair - side seams, and back and has developed a tear on the front off to the right. It looks like the chair is about 10 or more years old. Worn out. This started about 2 years ago or earlier than that. The couch has color loss on the corners and shows rubbing.
Ashley furniture is junk. Don't buy it. I will never buy another piece of furniture from them ever - never ever. This set cost us $2235.22 (69.00 of which was for delivery). Ashley only gives one year of warranty, and if you sit on the furniture that is all it will last you, a year or a few more months after that, so you will have spent all that money to use the furniture just a little bit for one year. They should be ashamed of themselves for selling such shoddy furniture. If they sold quality furniture their warranty would be longer than a year.
No, we have not called. Why waste my time. The warranty says not covered. Hmmm, wonder why they don't tell you this when you are buying the furniture. It is up to the consumer to ask, how long is the warranty? Ask. If it is only a year etc., and there are a lot of complaints, go somewhere else.
The only way I would be happy is if we received a complete refund, or a complete replacement - with furniture that will hold up. It is very easy to make leather furniture to last. Fully saturate the color, put a protective coat on it, and use material in a faux leather, that will also hold up. I do believe this is a problem with leather furniture being made in China. Sorry China, this is not the first of furniture made in your country that hasn't lasted. We have wasted so much money on furniture, it is ridiculous.
CARBONDALE, ILLINOIS -- This review is meant only as a warning to other people thinking about buying furniture at Ashley Furniture. If we knew then what we know now about the quality of the furniture at Ashley Furniture, we never would have bought anything from them!
My husband and I bought a table and chairs/benches for $800 in 2010. The customer service at the store was average when we bought the table. Our table and all but one chair were delivered to our house within the 3 weeks they said it would take. We waited another couple of weeks for the one missing chair, and then we went to the store to complain about not getting it. The staff apologized and reordered the chair for us.
After a couple more weeks, we received a call that the chair was in, and we went to the warehouse to pick it up. The furniture started falling apart within a couple of months of being at our house. The table is still in good shape, but we have had to glue the legs and put new screws into the benches because the screws they used were too short to keep the legs in place. The chairs are also starting to show wear and tear, and we have glued and put in new screws to the legs of one of the chairs for the same reason. The quality of the furniture does not match the price we paid for it!
I have bought cheap bookshelves at Walmart before that were the same quality as this table and chairs. I only paid $50 for the bookshelves. We are glad that we bought our couch and bed at another furniture store. I wish we had bought our table at another store as well. I do not recommend buying anything at Ashley Furniture! It is a waste of money to buy furniture there. You do not get what you pay for, and the furniture will need replaced well before it should!
BUFORD, GEORGIA -- A few months ago, my wife and I visited the Buford, GA location and talked to ** about the Porter Collection (specifically, we were interested in the bedroom pieces totaling more than $4,000). ** 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 ** and were told he was not there. Another individual, I think his name was ** (but I really am not sure), helped us. Although ** 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, ** 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 ** 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 ** 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. ** 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 HomeStore 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 HomeStore, 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 HomeStore 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 HomeStore'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 HomeStore (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 HomeStore 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.
FULTONDALE, ALABAMA -- If I could give 0 stars I would. PLEASE BEWARE! As much as you like the furniture and the deals NEVER BUY ANYTHING FROM ASHLEY FURNITURE! I ordered furniture over a month ago and was promised and even signed an agreement stating our furniture would be delivered in 2-4 weeks. I never received a call, an update, anything. They cashed my check immediately and here I sit with no furniture and no money.
I have called multiple times every couple of days for weeks now. The customer service is unhelpful. I have been given several different stories and each time the story changes. Sometimes they have part of my furniture but not all so they can't deliver it. Sometimes they have none of my furniture. Every week the ETA delivery date gets pushed back 2 weeks. I have contacted their managers, customer service, etc. I have sent numerous e-mails. They are very rude and no help at all. I have had no bedroom furniture for several weeks now. This is ridiculous.
Now today I was told that the furniture was on backorder and that it could be several more months. I am going to my local Ashley store and I will not leave without a complete refund plus compensation because now I have to go somewhere else pick out new furniture and wait again. I can promise that I will never again order anything from Ashley furniture. Please make yourself aware that you honestly might never get the furniture you buy from Ashley and they will take your money.
SAN DIEGO, CALIFORNIA -- NEVER, EVER buy from Ashley Furniture. First of, they made it seem that they had the inventory on hand for items we wanted to purchase. We wanted to purchase beds and a dining set. They advised us that they would call the next day as to when they would deliver. Then they call and said they would not have anything available for up to six weeks. We then went in to ask for a refund since the items were not readily available as we were lead to believe. "Sorry, all sales final."
Then they we exchanged our mattress purchase for another item that is available on, which obviously is now 50% more expensive. We take it, and the mattress is not suitable so we try to exchange it for another. "Sorry no exchanges!" And we still have not received our dining set 3 weeks later. Never again will we purchase at ASHLEY'S and we have sent this to all our friends in the neighborhood!
ARCADIA, WI -- We bought a very nice black leather and cherry wood office chair from Ashley furniture in 2008. We paid well over $500 for it. It WAS very nice. But recently the black leather started to crack, kind of like you would see on a el cheapo office chair.
Now keep in mind, this is used at our home, and on a casual basis. A 4-year chair, already worn out does not bode well for their quality of furniture. I wrote Ashley furniture telling them all about the leather breaking, even after only casual use, and this is how they replied.
"Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI. I am sorry to hear that you are experiencing problems with your Ashley furniture. Our warranty on office furniture is effective for one year from the date of purchase. Unfortunately, you are past the warranty period for this item. If you would like assistance in getting this item repaired please contact the store where you purchased it. Since you are past the warranty, you would be responsible for the cost of any repairs."
MY RESPONSE TO THEM: " **, a one-year warranty is nice, but obviously, it only covers the company's best interest. I wouldn't expect a nice chair to wear out in less than a year, and if it did, we would've taken it back to Ashley's and be done with it.
But since the chair is only 4 years old, and it's already worn out with casual use, we'll attribute it to being cheap furniture. This will keep us from purchasing any furniture from Ashley's in the future. If you would stand behind your products, let say, like our patio furniture company did after 10 years, and fix the problem, then THAT would be noteworthy."
CARBONDALE, ILLINOIS -- I bought an Ashley Furniture Children's Cottage Retreat Nightstand item ID B213-92 for my daughter before she could walk. She has now begun to walk. She pulled herself up by the front of nightstand and it fell over on her. Thinking it was just a fluke accident we kept it. My wife told me the other day when the little one opened the drawers which were full of children books it fell on her again, without pulling down on the drawer, just opening it.
I called Ashley Furniture in Carbondale Illinois, where it was purchased, to see what their return policy was. The lady that answered said see the bottom of the invoice, if you take delivery then there are no refunds or returns, because it was Special Ordered. Last time I checked they have to order everything because they are too cheap to keep an inventory. I kindly explained it is a design flaw and that needs to be addressed because it is a safety issue. Her response was just attach it to the wall.
I asked to talk with the store manager and she told me that he is a busy person, he will get back to me when he gets time. Still have not heard from him. (I will give him a week and after that time to go to the Better Business Bureau and Ashley Corporate, do not really know how much it will help but worth a shot.)
Excuse me, when I buy children's furniture it should not have to be strapped to the wall to prevent it from falling forward when the drawers are opened. I could expect that response if it were adult furniture but children's. I guess Ashley furniture is more worried about making a buck than the safety of the children's furniture it sells. If they would make the sides three inches deeper there would be no issues with falling forward. I will never buy anything from them again and you should not either.