Ashley Furniture Bedroom Sets Consumer Reviews - Page 4

PARAMUS, NEW JERSEY -- I had bought an entire living room + bedroom furniture delivered last Thursday 3/1/12. Whomever put the bed together must have missed a screw or two because the bed collapsed the same night. Angered, I called the Paramus location letting them know about the issue and they said that it was out of their control once the furniture left their store. I was directed to call customer care and did so right after. After having to explain the same story to three different customer service representatives I was told to email pictures of the broken bed to one of the reps.

After doing that I was contacted later in the day and told to forward the same picture to another lady (why the representative couldn't forward the picture herself is beyond me.) Mind you, I stressed to them that I have a full time retail job where my hours are inconsistent each day and guests who are currently sleeping on the floor including myself since we are out of one room to spare. After emailing the picture for the second time I was contacted a day later by the same representative telling me that I was out of luck until the following Wednesday morning (3/7) since they don't do deliveries or service requests on Monday, were already booked on Tuesday.

I took the day off today (3/7) and I requested that someone come first thing in the morning to fix my bed so I could set up my room for the rest of the day. I was told that this was possible and although highly frustrated, I made do. I waited until 10AM this morning and no one showed up. I called the same customer care representative and after she looked into it apparently the request didn't go through but she explained that she did everything correctly on her end which I found to be highly doubtful. I asked if they could have one of the trucks come back or send someone out with the plank needed to fix my bed and I was told this is impossible.

I am currently waiting to hear back from the customer care representative to let me know exactly what time they will come tomorrow (3/8) and have to take off work ANOTHER day for no good reason. My experience with Ashley customer care has been awful. Communication is obviously lacking between representatives and amongst the departments and individual stores do not seem to care to help solve the issue. I plan on never shopping at Ashley due to their horrible client service.

BURBANK, CALIFORNIA -- Bought whole set of bedroom furniture. We are asking for exchange because of the bed does not fit in our bedroom, it is way too big than our expected. Tried at least 20 times by calling and at least two times back to the store, the answer is you selected what you saw in our store (Ashley Homestore), no exchange allowed.

Another thing is the smell is SO, SO BAD!! It is chemical smell. I have smaller kids, I opened ALL the windows in that room day and night, but after three weeks, we are still sleeping in kids' room floor, just because the smell is so unbearable. Speechless... What else I should say. Such a bad experience and such a rude furniture company. Why they are saying they are #1 brand in US?

January 12th, 2012. I just came back from a trip and thought it may be better for me to add some more details about this purchase. I bought this complete bedroom set at $3100 (after discount applied). Sales people told me these are the top of line in Ashley bedroom collection, they are not clearance item, closeout, floor sample etc...

I found small print in the back of sales order as this "Requests for return or exchange of merchandise must be made within 48 hours delivery. AFHS reserves the right to refuse returns/exchanges due to damage or misuse by customer." I called within 24 hours of delivery to the phone numbers listed on the sales order, the consumer affairs/customer service from Ashley said, it is UP to the store for return or exchange, they can not do anything. Since each Homestore is individually owned and operated.

My suggestion to any future buyer is that:

1. if you have small children, don't buy since the smell is so awful, never go away till now...
2. check out carefully before you decide to buy, don't put hope on return or exchange as they will not honor this policy written on back of their sales order...
3. check out your local individual Homestore's reputation before the purchase, avoid the stores who had bad customer services or complaints...

Thanks for reading my concern. You all have a great day.

COLUMBIA, SOUTH CAROLINA -- I purchased a queen-size bedroom suite made by Ashley Furniture. I have had nothing but problems. The mattress and box springs do not fit the bed properly. My granddaughter who is 2 fell between the foot board and hurt her arm (that's how big the gap is). That's when I realized that the gap between the foot board and mattress was way too big. I phoned the furniture store where I purchased the set and they came and exchanged the mattress. The mattress was so tall that I had to get a foot stool to even get on the bed.

Next they brought out a drop rail. It lowered the bed, however, the gap is still there. If I move the mattress down it fills the gap at the foot board, but then you have a huge gap at the headboard. Then you have to fight all night with your pillows and pick them up from behind the bed. I was told that I could purchase something like a body pillow to fill in the gaps. That didn't even make good sense to me. I called the furniture store again on 12-21-11 and complained.

Basically, I was told that there was nothing that could be done. He did offer to pick up the bedroom suite but was very rude and saying he would do so, by stating that I would not have a bed to sleep in. I have bought most of my furniture from Economy Furniture in SC and I have had nothing but problem with most of the items purchased. They will stand behind you up to a certain point. I am most positive that if his grandchild fell in between the cracks of the bed that he would be complaining too. If someone gets hurt, there are going to be more problems you can rest assured.

LUBBOCK, TEXAS -- LIES!!! I ordered a daybed with bottom pullout and three mattresses on April 28, 2011 from Ashley's Furniture Homestore. The salesperson was polite and was new so the manager was still showing him the ropes as they made the sale together. We ordered our items and they said it would take about 2-4 weeks to be delivered but they would assemble everything free of charge. The wait was very long but we decided to wait it out since they reassured us it would not take longer than that. We agreed.

We then received a call a week before it was due saying that there was a delay and that we would be waiting another week. This frustrated us because we already had to wait a very long time. When it finally came they assembled it and I (my brother was home) got home midway only to discover that it was the wrong bed!!! The delivery men said to just use that one until the corrected the problem and they would order and bring me the correct one asap. I said no, knowing that they would just slack knowing I had a bed to sleep on and wouldn't press the issue.

I don't know how they got the order wrong because the salesperson and manager had asked me three times if the bed I chose was the one I wanted. Each time I answered yes. We waited to complain until the next day where they said that they already ordered the correct one but it could take 2-4 weeks which was unacceptable!!! I said no and if they didn't have it in one week that I wanted my $ back. He said that it would take 2 weeks minimum. I was not about to wait that long so I said I wanted to cancel my order which he said I would have to pay the 22% fee even if it was their fault.

I asked to speak to a manager and they said that he was busy with a sale and I left my number to call back. He never called back and this went on repeatedly for a couple days. I even tried calling the salesperson but he wouldn't answer my calls. My mom then called, very angry, and their excuse was just "That's why it was cheaper than other places", as if that gave them a reason to suck at their job!!! What a jerk!!!

Today is the June 16, 2011 and supposedly it supposed to be here today but it's already 3:27pm so let's see what lies they brew up today... If only I had read these reviews sooner because I will never do business with them again!!! And I'm telling all my friends to never go there!!! Grrrrr!!! Maybe I should make them pay for a massage for having to sleep on the floor for so long...

COLORADO SPRINGS, COLORADO -- We have good Ashley furniture from 5 1/2 years ago when we bought our new home in Colorado. That was a bedroom set. Everything still looks good and seem solid. So when I shopped for a dining room set in October, Ashley seemed the right choice. I loved what I saw on the showroom floor and eagerly paid cash $2000.

WHOA! This is NOT THE BEST QUALITY YOUR MONEY CAN BUY! When it arrived 1 week later, there were chairs that had wobbly legs and I told the delivery guys I would not accept them and I wanted replacements which American Furniture Warehouse did do fairly happily but it took 15 days. Upon inspection, I noticed also that there were several places on the chairs where the stain wasn't even applied on the intricate parts of the chair design. When I mentioned it, one of the guys just came back with a furniture marking pen to fill in the color. (Is this normal/supposed to happen?)

I accepted it because this was from American Furniture Warehouse in Colorado Springs and we were used to getting stuff that sometimes is below standards. Well it has been a little over 3 months that we have the dining set and everything seems okay with it-but for one small thing the finish on the top of the table must be very cheap & soft, as my youngest cat has just recently been jumping from it up to the top of the hutch. (This is also an Ashley piece, that I noticed the glass doors on the front do not meet correctly and it smells funny- like it came from somewhere overseas).

Anyway, just last night the cat apparently left marks about 3 inches in length (3 of them) from his back claws (he does not have any front claws)! My husband noticed it first this morning as the tablecloth that I usually have on top was shifted off to the side. Since seeing all these bad reviews I know that I probably won't get anywhere, but just the same I will be contacting American Furniture Warehouse today. I will let you all know what happens. For the record their stuff was good-5 years ago, but apparently the quality is just not there anymore.

PONCHATOULA, LOUISIANA -- My husband and I purchased a bedroom set for my son in July. The salesperson told us it would not be in until the middle of August, which worked for us, because my husband was getting ready to back to work offshore for a month. We had furniture in my son's room already and the room needed to get painted. We thought we had enough time to get this done, but the delivery department called and said the merchandise was in around the 23rd of July and they didn't not have room to store it and we needed to accept the delivery.

I had to rush to get the old furniture out of the room by myself and also paint the room in 1 week, because they thought they were being nice by holding the furniture for that long. Even though we were told middle of August at the earliest. On July 30th, the furniture was delivered, however; the wrong bed support was sent, so they could not assemble the bed completely. They wrote all of that on the invoice and told me to call the service department manager to get it straight. Once I spoke with the manager, I was told it would take 14 days for the parts to come in and then a service team would come out and put the bed together.

In the meantime, my son is sleeping on his mattress on the floor. Well the parts came in and the person came out to finish putting the bed together, but what do you know. The WRONG parts again. After 2 months of going back and forth with the managers, a service person came out and used 2x4 to brace the bed, not the metal brackets we were waiting for. This is unacceptable and not what we paid for, but at least me son is able to sleep in his bed now and not on the floor. We did business with the Ponchatoula, LA store and we will NEVER do business with them again. Completely dissatisfied with the customer service department.

MEMPHIS, TENNESSEE -- We have bought furniture at Ashley (3 couches, armoire, coffee and end tables throughout 6 years). My husband and I went in 8/09 to look for a bedroom set. We picked out a new design style and paid, making sure to buy the warranty. Very excited to get the 0% financing for 4 years. Informed by our salesperson the set would be delivered in Oct (about 6 weeks). 6 wks comes and goes, no phone call. Called Ashley and was told that the set was on backorder and would be in by end of Oct. Called in early Nov and was told set would be in by Thanksgiving. First of Dec. still no bedroom, was told my mid Dec.

We heard every excuse from back order to poor economy to very popular piece that everyone wanted to some people ordered this last April and still haven't gotten it (we were told it was a brand new summer style). I will give them credit and say beginning with the second complaint of still no furniture call, they began to discount the cost. We got free shipping ($200) and additional discounts that added up to $500 total off the cost... But what we really wanted was the bedroom set... We were advised to take delivery of what was in (2 chests of drawers and a nightstand) and wait on what was holding order up (footboard and other nightstand).

Wish we had just cancelled order... Both chests required service calls within a week for drawers that were not plumb or sliding without a grinding sound, nightstand has paint flecking off, dent in headboard, one nightstand was not fully assembled, we found the pieces in the drawer. 8 months later, the linen drawer under the bed has pulled and separated from the casting (only had 2 sheet sets in it). I called customer service who said they would order the parts and when they arrived in a week to the house to call in to schedule service. Called 2 weeks later when it still had not arrived to be told that it was on backorder, here we go again!!!

She asked if the bed was broken and I said "No, just the wood of bottom of drawer and sides have pulled away from each other and I can't pull the drawer out. So she reordered what she needed and said to call when it comes in. Poor workmanship, poor quality, poor customer service, excuses after excuses... We will have this set for years (hopefully) but Ashley lost very valuable customers.

BRENTWOOD, TENNESSEE -- I bought a bedroom set on Labor Day. The delivery date they gave me was a month and half away. I asked if it was possible get an early date. I went to the store that Thursday to follow up and see. The manager on the store was so rude that I decided to cancel my order all together. I read my receipt to make sure that I would not charge the 30% and it stated that if the items have not made it to the warehouse then I would not be charged. After reading this I asked the manager if it has left and if I would be charged. He advised "No".

I proceed to cancel my order. The manager advised that since I paid half with check and half w/ Visa the Visa would be refunded w/in 5 days and the check 2 weeks after the accounting dept clears that I should receive it in the mail. I asked for documentation of the refund just to be on the safe side. He advised that they don't have anything to give me. He will write up something but it would take a while. I advised I would wait. After waiting over 30 minutes he gave me a piece of paper that look like it took him 3 minutes to fill out.

I returned a week later to the follow-up with the refund since the money has not been returned to my debit card. To my surprise the refund had not been processed and the manager had the nerve to ask who should have processed it. He tried to place the blame on someone else. I have never in my life been treated so disrespectful especially when I'm spending over $3000. Now I have to wait another week or more for my refund to be processed.

Recently purchased entire bedroom suite (6 pieces) plus additional nightstand and high dresser in what I was told is a "new line" of furniture. Entire set was white. Upon delivery, started noticing the flaws in workmanship. Paint was missing. If you sat on the floor, and looked up, the underneath of the woodwork was without paint. Numerous smudges, one pink smudge on the front side of the dresser, numerous black smudges with no paint. One lower cross panel of the dresser had dried paint drippings all the way across, and the panel above, although wood, had dented defects in the wood painted over. Headboard looked "whitewashed" in spots, rather than painted white.

Dresser mirror was warped, and looking into it, you would have thought you were standing in front of a Carnival glass. Woodwork framing mirror had a hairline crack, as did the back bracing for the same. Tall standing chest had an eight inch crack in the wood. Immediately called Beck's Furniture locally and explained that for $2700, this was not acceptable or at all quality. Was told some damage happens when shipped from "overseas." Perhaps that might account for some of the dings and smudges, but overall, this furniture should never have passed any type of quality control and I was appalled at the workmanship of what was supposed to be "brand new, QUALITY furniture."

The technician who was supposed to come see my problem today cancelled at the last minute. A half hour later, my granddaughter pointed out another eight inch wood crack in the one piece of furniture I thought was salvagable. I returned to the dealer, said to "PICK IT UP AND TAKE IT BACK." I picked out a new set of furniture from a different manufacturer. I do not know much about furniture, but this particular set which cost me $2700, I could have done better at the local flea market.

SHODDY, SHODDY WORKMANSHIP and it was unpackaged before delivered, but if "OVERSEAS SHIPPING" is an issue, it is a major issue because the furniture is blemished to pieces by the time it gets to the U.S.. Spending more money to get quality does not seem to hold true anymore. Would not recommend any furniture from this manufacturer to anyone.

ABILENE, TEXAS -- I have NEVER had a problem with any company as far as rude people or slow delivery as I have with Ashley's! I thought it'd be a great idea to get rid of our Aarons Rental furniture and the only place in town I could find decent enough furniture at was Ashley's. Let me start by saying they do not keep ANY furniture in stock, they "HAVE" to order from out-of-town warehouse. Also if you decide to cancel order after purchasing, they charge 20% restocking fee. We paid for our stuff at the beginning of March and were told it should be ready in 4-6 weeks and all would be delivered at once (a recliner, sectional, ottoman, bed, dresser w/ mirror, and nnightstand, over $2500 we spent!).

They said it MAY take longer but they would keep in contact if that occurred. They would not call, they hardly answer phone, they hung up on me, were talking to other people when they answered phone and would NEVER call back. They FINALLY delivered our couch and ottoman in late April but said bedroom set and recliner were not in. We waited yet again and after calling (about 15 times) they finally called on a Sunday and said they would deliver the next Thursday (which was LAST WEEK! March to June!)

Here's where it gets worse! They said delivery guys would call in the morning to make sure I was home. 1pm rolls around and I call, after several tries they answer and say I'm the 2nd stop of the day and will be there within 30 minutes. I call back again at 3 and they said they would be there within the hour. My husband calls them at 330 and they tell him they are on their way to the house. I call back at 530 and ask to speak to a manager, they said she's out. I say "can I leave a message", they say "oh she won't be back until tomorrow".

They FINALLY show at 630 and set up the bed then leave all their trash on my bedroom floor including some metal pieces although I have 2 toddlers running around. We were PISSED about this HORRENDOUS service so I got on the official website to complain and got an email asking for the location of the company. I have yet to hear anything back and I have written twice. Never again! Save your money, it is NOT WORTH IT! Furniture is pretty decent but not worth almost 3 grand and 3 months of waiting.