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 -- 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.
PALM DESERT, CALIFORNIA -- I received a sales call yesterday asking me to come to your store in Palm Desert to take advantage of a sale. I have made two purchases at this store. After the first about 2 years ago I called about a problem. No one ever called me back. In spite of this I made another purchase within the last year and had a problem at time of delivery. I called and emailed a number of times and no one has ever gotten back to me.
When the salesperson called I explained to him how I cannot buy again from Ashley Furniture until someone calls me back. I had actually hoped to get a call today from a manager at least to find out what happened. Nothing. No call. It is obvious that no one cares at that store and once a purchase is made they wash their hands of any responsibility for customer satisfaction. How sad.
HENRIETTA, NEW YORK -- I purchased a sectional for $2,000 and a leather chair for another $1k less than three years ago. I also purchased the extended warranty. The chaise part of the sectional has sagged to the point of being uncomfortable, mind you I live alone with no kids and only weigh 180 lbs.
I called the company. They said "Call another company that the warranty was covered by." They were completely useless, said they did not cover that. Called Ashley back, they sent a tech out who said, "This is a flaw in the cushion. I will order you one and be back in about two weeks." A month goes by and never heard from anyone. Called Ashley and they said "Yeah, that is not covered. That is user wear and tear! We only cover for one year!!" BTW they also claim, they are not the manufacturer, they just sell it. Moral of the story, might as well go to Big Lots and save money.
SPOKANE, WASHINGTON -- We bought a sofa, loveseat and recliner. Great looking furniture. Their customer service, in one word, sucks! I called the store 5 times in 3 weeks inquiring as to when we could receive delivery of our purchase. Every time, their response was that someone would call in a couple of days to schedule delivery.
I was even given the number to their distribution center in Dallas TX. Same thing - someone will call in a couple of days. We called today - because they were supposed to call yesterday - to find out that we are delivery #8. They can't give us a time. "It's the warehouse's responsibility." Great. We have plans this evening, and will have to cancel because we have to wait for a delivery truck sometime this evening. Where was our phone call? Why were we the only ones initiating contact? WHERE IS THEIR CUSTOMER SERVICE?! They don't have any - once you drop a dime in their store, you are screwed.
SPOKANE, WASHINGTON -- I ordered furniture end of November 2014. Told it would be here by Christmas 2014 and my sales guy would call weekly. Still to this day 1/14/2015 have not received one phone call from them. I have called several times oh looks like next week... looks like tomorrow (tomorrow comes I call), oh by the end of the week but the chair you ordered looks like in February. Long story short. I would not recommended this place to anyone. Unless you want your furniture in a year. I still have yet to receive one thing I purchased. Carissa (I think the manager) is very helpful but she can only do so much. This company sucks and I am kicking myself for buying my products here.
AVON, INDIANA -- I can't get the Manager of the Avon, Indiana store or the district manager of the area to return my calls? Funny they are always with customers or not in to take my call. I've been calling for over a month leaving messages with no returned phone calls. They know their salesperson lied to make a sale, so they don't want to take responsibility and return my calls. If you know how to get a returned call, please let me know. In the meantime I will be letting everybody know by mouth and social media to not shop Ashley Furniture. As well as my niece advising of poor service she has received from the Avon Store as well.
BALTIMORE, MARYLAND -- First, I walked around the store for 15 minutes and didn't have anyone ask me if they could help me. I then sat on a sofa and finally a salesperson asked if I was being helped. Seems they could have a better method of greeting customers. Since I knew exactly what I wanted, the salesperson wrote up the order. He said since it was only $250, could I pick up at the store? OK. However, the signs outside the store said "Free Delivery". What's that all about.
Anyway... He walked me to the "office" and I waited again for a clerk to help me. When I got to speak to someone, they gave me total but that didn't jive with the salesperson. I asked to have a printed copy of invoice before paying. After she shrugged, she reluctantly printed a copy. Well, it showed $20.00 to ship to store - What? I pick up and they charge me to deliver to store? OK.
Well, I then asked if it came damaged (which I have read over and over is problematic at Ashley) do I have the option of cancelling? She said sure but then they would charge 30% restocking fee - Really? Then another clerk chirped in and said he would do 10%. I said, "Why anything?" This went back and forth until I told them forget it and walked out. Will Never go back to this POOR SERVICE STORE AGAIN.