Ashley Furniture Complaint - Ashley Furniture: Poor Quality and Service
MURPHY, NORTH CAROLINA -- In October of 2007, we were in the market for a new sofa. We had never shopped at Ashley Furniture and, since one of their stores had been recently opened in our North Carolina town, we decided to stop in to see what they had to offer. (Of course, we had no knowledge of their reputation or of this website. Had we done so, we would never have entertained the idea of shopping at an Ashley store.)
We had hardly gotten through the door before we were approached by a salesperson. We told her our mission and she showed us several sofas. We listened to her sales talk, but told her we'd like to browse, which we did. After walking around the beautifully arranged store and looking at many sofas, we went back to the sales person and told her that we had decided on a sofa that was covered in what is referred to in the trade as "distressed leather." This sofa had recliners at each end, and a stationary section in the middle. We paid cash and included in the purchase an upholstery repair warranty.
The sofa was delivered a few days later in what we can only call a "flawed" condition. First, the upholstery had several very bad spots that looked like small, grayish-white dots. Second, one of the recliner sections was so far out of line with the rest of the piece, it seemed to be "sagging." Third, the the upholstery seams on that particular recliner were stringy and did not align with the other seams. Fourth, that recliner was almost impossible to release from its reclining position. We had to actually get off the sofa and manually push the footrest down with our hands and a great deal of pressure to get it to work.
We called the Ashley furniture store and were referred to their repair department. We were told that a "repair person" would be out to our home to see what he could do. At that moment, we knew we were in trouble. We did not want to "repair" a sofa we'd only just had delivered to our home! We wanted it replaced with a sofa like the one we had seen on the showroom floor or our money back.
That isn't the way Ashley Furniture does business and we had failed to read the fine print.
The repair person came out and we showed him the flaws. He promised the upholstery would be replaced and the recliner problems would also be corrected. He said, "We will make you happy."
THREE WEEKS later the sofa was brought back and we inspected it ON THEIR TRUCK. It was a good thing that we did that.
The SAME flaws were in the upholstery in the same exact places, and the recliner still SAGGED. NOTHING had been done to correct the flaws in that sofa...NOTHING. We refused to allow the sofa to be taken off the truck. We informed Ashley that it seemed to us that we had three options: 1.Give us our money back; 2.Give us another sofa of equal value for the monies we had already paid to them; 3.Give us the sofa we had selected from the showroom floor itself.
Ashley's policy is NOT to return your money. They would NOT allow us to choose another sofa of equal value, either. (We had an appointment to see the store's manager, but the repair person was who we saw, and this was the the same person who was going to "make us happy.")
We got option three, the sofa from the showroom floor. We're not happy with the furniture and we will NEVER, EVER do business with Ashley Furniture Company again. We learned a valuable lesson in this little adventure. RESEARCH, RESEARCH, and RESEARCH some more before you purchase a furniture product. Know the product's reputation. Know the reputation of the store/company where the product is sold. Take the time to read the fine print. ASK QUESTIONS about the product and the company service policies. Talk to people you know and ask them where they buy their furniture and what their experiences have been. Word of mouth can mean a lot.
Ashley's slogan is something about how they want to be your hometown furniture store of choice. If you're smart, you'll not CHOOSE to purchase anything from that furniture company ever. We're sure that in about a year's time. if it lasts that long, we'll be donating this sofa to our local Humane Society's thrift store to sell for whatever they can get for it.
A lesson learned the hard way, but we're passing it along in hopes it will help others to not make the same mistake.
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