RICHMOND, VIRGINIA -- I purchased the Wilcot Shale Accent chair late March 2018, upon delivery the chair had a raw fabric edge at the left front leg. I promptly called customer service at Ashley Furniture, I spoke with D. **. She had a repairman scheduled for 04/07/18. The repairman made the problem worse, he tore the lining, pulled the fabric too tight making a pleat in the front of the leg, the lining now hangs in the front as well and is pulled. He also scratched the chair leg with the weight and pressure of his stapler.
When this was pointed out to him, he just colored it with a permanent marker. I told him the repair was unsatisfactory and I need customer service to call me. I waited several days and called them on the 11th. I spoke with D. ** again, she sent another repairman, he came on May 3rd. He did absolutely nothing, said he could not do any better. I called Ashley Furniture again after no one followed up with my email. I was told they would look into and get back to me.
They now say the repair that required a 2nd repairman is to "industry standards". I would point out, I paid $400 more for this chair at Ashley than it could be purchased at other online stores. So I have basically spent over $900 for a chair that is obviously not first quality. I want a refund or a new chair. A supervisor was supposed to be calling me to discuss, that was over a week ago. They lie and say they have called when they have not. I would not advise anyone purchasing anything from this store.
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!
ALGONQUIN, ILLINOIS -- Bought a bedroom set and set up delivery. The first attempt at delivery left me waiting five hours for a no show on Ashley's behalf. They said they went to the wrong town but had the house number and street correct, just the wrong city. Rescheduled and waited for delivery attempt number two and they once again delivery the furniture to the wrong city but the correct street and house number. Working with them to reschedule and try a third time. No clue how long it'll be until I have a bed to sleep on.
On top of all of this management at the store says sorry, but does nothing to speed up delivery. You'd think after they mess up they would overnight the delivery or bump someone to the top of the list for delivery. None of this happened you just get recycled back into the list every time they screw up and if you complain they just get rude with you cause it wasn't their fault personally, someone else in the company screwed up or it's the computer's fault.
FRANKLIN, TENNESSEE -- Ordered dining set with 8 chairs & a bed. Given date items would arrive at warehouse, where I was to pick everything up (2.5 hour drive away from me). Told salesman we would be picking up a month after due date since it was far away & we wanted to combine trip with other events.
Date arrived & table was not available, only 6 of 8 chairs were in. Bed had arrived. Told table would be in a month later but 2 chairs would be at least a couple months more. Second deadline arrives & still no table AND they say since we didn't pick up original 6 chairs & bed within 4 days of their arrival at warehouse, they gave them away. WHAT? No one EVER mentioned this possibility. Some folks in store claim it's their policy. Salesman (Seth, also called Jordan) says he's worked there for 3 years & never heard of that.
We ask for updates on a regular basis. Are constantly told they will check & call us within a day. NO ONE EVER calls. Not salesman, not admin folks, not lady who supposedly has power to take care of these things. Items are for rental property with bookings that start in a month. We planned well in advance to make sure everything would be in place. Now we're screwed & ASHLEY FURNITURE DOESN'T CARE! When we tell them we want our money back, they claim there's only one person at store who can authorize a refund, and, amazingly, she's not going to be back for 5 days. Riiiight... VERY SHADY FOLKS. DON'T EVER BUY FROM HERE.
ALGONQUIN, ILLINOIS -- I have had the worst experience with Ashley Furniture and it was my first time trying to order from them. I will NEVER order from Ashley nor step foot in one of their stores again. I was trying to order a sofa/sleeper sectional to be shipped to my daughter in another state. The website for ordering is HORRIBLE! It wouldn't let me order it online but customer service nor the finance department could tell me why (as it wasn't my credit card). I tried this for 2 days. Talked with customer service and finance a couple times and was told I would hear from them. I never did! They wouldn't let me place an order on the phone (which is totally stupid).
I even went to my local store to try to order it to ship to my daughter and the sales lady was kind and told me that they could not do that either. I explained my situation and she stated that typically unless my credit card has been on file with Ashley (from prior purchase), the website would be a nightmare (which it was)! I am totally disgusted with Ashley, their website and their customer service! Again, I will NEVER order from them or set foot in one of their stores! This is one of the most horrific experiences I have ever had - all over ordering a large piece of furniture!
ONLINE, ARIZONA -- I ordered a rug online. When it arrived, it just wasn't the correct size and didn't look right. I paid $65.00 for the rug. I was told I could return it but had to pay the shipping cost. That cost was $ 50.00!! I was told I could not take it back to the local Ashley store as it was a 3rd party manufacturer and Ashley didn't stock the item. But they're selling the item??? So, I'm stuck with a rug and the experience cost me $ 65.00. BEWARE. Read all the fine print on Ashley's policies!!! I won't be purchasing from them again!!
MARROW, GEORGIA -- The payment made on two accounts that was more than the minimum amount due but the payment was only made to one account. The customer service people lied and hung up the phone. Now I am going to be charged 29.99 percent for both purchases after the promotion ends in a few months. Don't deal with these people. When asked why the card was never sent and I was told that it was mailed but I never received it and the customer service representative stated that I only asked one time. Don't DEAL WITH THESE PEOPLE!!! IT IS A MAJOR BAIT AND SWITCH!!!
KISSIMMEE, FLORIDA -- How can this company be in business with such poor quality furniture? I purchased a table/chairs set and in 3 or 4 months it started peeling, color coming off, revealing a whitish color under the brown tone. It's been over a year I purchase it, so imagine the look of it now. Note, we do not have kids!! We are just a couple. There's no excuse for something to be so cheap quality, also they overcharge for delivery and the deceitful promotional 0% rate (careful!!).
MOBILE, ALABAMA -- Ashley Furniture is selling Guardian warranties on their furniture and Guardian will not stand behind their warranties. They send out companies with techniques that does not have a clue what they are doing. Don't let Ashley sell you Guardian warranty. It is horrible.