Ashley Furniture Consumer Reviews - Page 5

THE VILLAGES, FLORIDA -- The home we bought 3 years ago was furnished totally with Ashley Furniture. One of the drawers on the dresser did not close correctly. We tried to get a new slide for the drawer and was told they do not make repair parts for this series of furniture any longer. If we wanted to try to fix it, we could go to an Ashley Furniture store and look for something compatible and call back to see if they had that part in stock.

The furniture was 3 years old, not 23. I was not trying to get anything exotic to fix - a drawer slide. So, once the furniture is no longer being made you cannot get repair parts for it. And you have to shop from store to store to try to fix it yourself. My husband and I called 3 times and spoke to the same woman every time. Do they only have one person in customer service? We tried emailing and never got any response. There is no service in customer service from Ashley Furniture.

GEORGIA -- Well I purchased the San Marco sectional sofa online. It's a faux leather. Had around 900.00 invested. Was beautiful for around a year. Noticed a small peel in a few places, didn't think much of it. A few months later it was peeling all over. Mostly on one cushion. Called Ashley customer affairs and they said it was over a year, only one year on the fabric. But they did send me a replacement over for one of the cushions. A few months later the other cushion was looking really bad, called back and the sofa had been discontinued so no more replacement parts. So thought about getting it covered and it would cost more than I gave for it to cover.

So 4 years later still using the sofa and the entire sectional. All cushions even the back cushions have completely peeled off. The leather had just rolled off completely. Friend and family call it the zombie couch. It is so ugly and embarrassing. I call Ashley back and explained to them that I had to have gotten a defected sofa, and they pretty much just say "it's been over a year sorry"!!! Will never purchase or recommend Ashley Furniture to anyone ever!!!

GLEN COVE, NEW YORK -- My husband and I purchased a firm Stearns and Foster Mattress from Ashley Furniture at the Glen Cove location in NY. Three months later, I am sinking into my mattress. They sent out a "tech" to take a look at the mattress and I saw the report he wrote. The mattress was sinking. Now, Ashley claims he reported nothing wrong with the mattress and everything is fine. They refuse to replace my mattress. I paid over $1000 for this item and I am completely dissatisfied. They are refusing to take any action.

Please be advised never buy anything from Ashley. Their customer service is **. They are only kind to you when you're purchasing items and the moment they sell the item to you, they are nasty and do not want to help you! Do not buy from them! They are frauds!

ORLANDO, FLORIDA -- I called and told them the mattress I purchased after a few months was sagging where we sleep, but the middle was firm. They sent someone out and he saw the out of shape on both sides and said, "When you sit on the bed it really sags but when you get up it comes back up." But the way they measure it, it has to sag 1 inch, mine was 7/8 but like I told him, "Look how it sags." He said, "I see how bad it is but has to be 1 inch with no one on it, but I'll tell the office and they'll get back to you." NEVER heard back, so Ashley Furniture was the worst but most of all never buy a Beauty Rest Mattress.

ATLANTA, GEORGIA -- I am writing you because I am in dire straits with my home furniture in my new home. Please bear with me while I explain this to you as objectively as I can. Basically, I went to the Ashley Furniture store in Morrow, Georgia (right outside Atlanta in Clayton County) to shop for furniture back in September. I found everything I needed and the salesman (Barry) was completely helpful and courteous. I told him I would be back the following month to place my order.

I came back on October 15th and placed my order for $15,659 worth of furniture and I paid a $5000 down payment (30%). Again, Barry was very helpful and courteous but had to check with a manager for my situation. I told him I was building a house and that it would be completed on November 30th and that I wanted my furniture at that time.

I also told him that I would be financing the balance and asked if that would be a problem. He checked with the manager and everything appeared to be on track. He went on to say that it would take 2 to 4 weeks from the time I came back and financed my order for me to receive my delivery. I came back on November 12th and did exactly that, arranged for financing.

Well, the 4th week has passed and despite my efforts to plead with the store manager (Dennis) for some sort of partial delivery so that I could have some furniture in my new house, no one seems to be hearing me. All I am told is that my furniture has not arrived at the warehouse in Norcross and that no delivery can be made until then. That's all - even after being promised that the delivery takes 2 to 4 weeks. I thought I could count on that, but now all I am told is that I just have to wait. I appealing to your sense of fair play in this matter as I explained my exact situation and was assured of a furniture delivery in 2 to 4 weeks.

Again, Barry had to check with management almost every time I made an inquiry, so it was not just something that he promised. There are several other stores that would have had my furniture to me already, but I was convinced that the contemporary furniture I saw at your store was what I wanted. I also expressed this to your sales staff (i.e. that if I could not get the delivery around the time my house was completed due to my family coming in from different parts of the country then I would shop elsewhere). I was told this was not a problem.

Finally, when I called to inquire about the status of my delivery, I spoke with the office manager (I believe her name was Keisha). She was extremely rude and kept insisting that I had a Future Order therefore, my order is not ready. I still do not understand that to this day.

I explained to her like I am mentioning to you right now that I was told I would receive my furniture 2 to 4 weeks from the time I arranged the financing. She was even raising her voice (I know I was not her problem that day but she was having one) and I simply told her I just wanted to know when I would receive my order. She finally agreed to let me talk to the store manager (Dennis).

He appeared to be helping me, but in the end he told me all I could do was wait. I respectfully request that you look into this matter and please let me know if anything can be done to immediately remedy the situation. I look forward to hearing from you.

9900 S IH-35 AUSTIN, TX 78748 -- Lowered credit limit with no notification. Lowered limit below balance due, therefore causing credit utilization to show at 114%. No notification of intent to lower credit limit. No notification with in 45 days of lowering the limit. Limit lowered below actual debt owed. No report of late payment to Credit agencies. Credit CARD Act of 2009. Significant change to was made. The Board of Governors of the Federal Reserve System – which was the regulatory body in charge of implementing the CARD Act – defines a “significant change” as amount of available credit. Limit decrease was 80%. Payments have been on time, often early. Payments on average were made of more than double minimum due.

Your credit card company must mail you your bill at least 21 days before it is due. Mistakes on your bill must be corrected and may not damage your credit score. Never notified that a late payment was imminent. Verbally told by two persons that the limit was changed to late payment. Soft credit check done with no authorization or consent. No recent large change in credit rating. After research for a few hours. This seems to be an chronic business practice. Research resources used: **

MURFREESBORO, TENNESSEE -- Got damaged furniture. Signed for it too early and went through hell trying to get it replaced. We wanted the new furniture wrapped and customer service said ok but the shipping department does what they want. Next replacement was worse than the first and not wrapped. Also they put people's old furniture on the same truck. You will be lucky to not get your house infested with bugs from old furniture. The first time they came they just throw the pillows on the floor. We decided to keep what we had and not deal with them anymore. Our furniture looks nice but it's like getting used furniture.

OREM, UTAH -- I purchased three expensive twin mattresses and three box springs from Ashley Furniture in Orem, Utah. Within 4 months, one of the box springs began to break. On two of the boards, there were knots in the wood and that is where they broke. The bed was used by my 20-year-old college daughter who is not overweight at all. I have no young kids and no grandchildren. First, I scheduled an appointment with Ashley Furniture to come and take a look at it for replacement. I waited all day and no one showed up.

I called them and they said, "Sorry our mistake. We don't know why the technician did not make it." They told me to take pictures and send to them to review the damage. Three weeks later, I had to call them as no one had called me to follow up. In the meantime - my expensive mattress is sinking in the middle!! They finally reviewed the pictures and said, "Sorry, we won't cover it. It looks like you did something to it!" Ashley Furniture really let me down. I will not shop with them again. They brag about their warranty but it actually means nothing!

FREDERICKSBURG, VIRGINIA -- Our daughter found a dresser she really liked here. We originally thought we could pick it up ourselves so didn't opt for their high delivery fees. Upon paying for this, we were given a date it would be in; then our daughter was made to sign forms stating that we could NOT cancel this order. Took my husband there a few days later to see the display dresser and he said we needed to get it delivered. So, upon paying that extremely high fee, we were now told it would be in a week later than the original date. It has now been a week later than the 2nd date given us--almost 2 weeks after the original date, and we have NOT heard from Ashley that this dresser has come in or when it will be delivered. We can't get in touch with them on the phone, and evidently, can't cancel the order. Have now seen other reviews about how awful their customer service and delivery service is and realize they are all true. Avoid shopping at Ashley Furniture and their Outlets! (Can't leave a photo because our item hasn't been delivered)!

NILES, ILLINOIS -- Ashley Furniture has let us down. We purchased an agreement that if anything went wrong with the furniture within five years it would be taken care of. Our purchase of a reclining sofa and loveseat peeled away from the leather material. When we contacted Guardsmen we were hassled and finally told the items were not covered.

On January 13th we went to the store that sold us the furniture and before asking for a manager we service help we asked some of the employees there. What is your warranty on repairs if needed? Four of five said EVERYTHING is covered including Peeling. The manager was the only one that didn't say that. Do you train your people to misrepresent your company to get more sales? I think so.

No wonder you were on TV. Still I am looking for assistance since your third party company and you refuse to do anything. What can or will you do for the people that trusted your organization. One if I knew you don't cover EVERYTHING. I doubt if I would have purchased your policy you sell. How much profit do you make from misleading people?

I won't be an Ashley customer any longer unless you stand up and fix this. Patch, new furniture, re-upholster. Do something people to keep peoples trust in your company? Who you hire as a third company is between you and your stockholders. Make good on your promise to fix anything that goes wrong with the furniture.