Ashley Furniture Living Room Sets Consumer Reviews - Page 4

BEL AIR, MARYLAND -- We purchased new leather living room furniture in February. It was delivered as expected in March, however there were 2 holes in the sofa and the indicator lights for the reclining feature also don't work. The rest of the furniture was fine. I contacted them right away and they said someone would contact me in 3 days to get this resolved. I called back in 3 days and they said I'd get a call in 7 days. I called back again and they had me email them pictures. I have continued to call and email them weekly (for over 10 weeks!!) about the issue and each time am put on hold for more than 30 minutes.

And when I finally speak to a person, they always put me on hold again for about 5-10 minutes and then tell me that they just spoke to the corporate service manager (**). And he is aware of my problem and will call me back in 24 hours to let me know how they will fix the problem. I have never gotten a call back. I contacted the Better Business Bureau and they couldn't get a response from them either and closed my case as unresolved. I have since talked to several others in my area that have had similar issues and also could not get it resolved. I will never buy from them again!

SALT LAKE CITY, UTAH -- Poor quality and even worse customer service. We bought a leather living room set and were sold a 5-yr warranty. At the time the salesman told us the extended warranty covered everything for five years. Rips, tears, punctures, spills, burns, everything. The only condition was we have to keep the furniture conditioned which we have done religiously.

After delivery we had them come fix a small tear in a seam and a scratch on the back from the delivery guys shoving the sofa through the door. Within a year we have them back to repair a tear in another seam. 2 yrs after purchase the last repair is tearing apart again and another seam has now separated. Call them back and Ashley says these are no longer covered.

Why? Because the 1yr manufacture warranty is expired. Seems the extended warranty only covers accidental damage. Of course the salesman never tells you that nor is the word accidental€ in the description on the receipt but it is buried in the warranty literature. Classic bait and switch. If anyone is interested in a class action lawsuit, I a€™m in.

NORTH BRUNSWICK, NEW JERSEY -- I purchased a leather living room back in May and had to wait till June 30 to get my delivery. And when I did get it it was damaged. A week later they brought me another and that one was damaged. Another week later they brought me a third and again damaged. I finally told them that I have had enough and gave them plenty of chances to right this. It is now a week later and I am still doing their job and trying to find out when they will be picking the furniture up.

When I called this morning they still have not even started paperwork on getting the furniture. Customer service was terrible. I had a manager who lied to my face and said she called me when she never did. I have had to make all the phone calls, doing their job. I have never been so stressed out by a company the way they have stressed me out. I would never buy anything from them again and will let friends and family know not to shop there. I am totally totally disgusted and frustrated. I can't believe a major chain like this could treat people like this.

CATONSVILLE, MARYLAND -- I purchased an entire living room of furniture that includes a sofa, love seat, accent chair with matching ottoman, carpet and end tables. Accent pillows that match the accent chair and ottoman were fading in color after furniture had been in my residence less than a week. The accent chair and ottoman has faded, the carpet has been shedding huge carpet balls as well. I have called the store numerous times with a complaint, after about 3 weeks, a service technician came out to take pictures.

Almost two weeks went by, no word from their Corporate Office. I called them to check the status two days ago, and was told that someone would be calling me back within a few hours, no call to date. I want every piece of this furniture returned, and my money back or I will contact my lawyer and sue the hell out them. They are dealing with very poor manufacturers and that is their problem not mine. This furniture was not worth the money paid for and it looks like it is 20 years old or more. I will never buy furniture from this store again, because what is delivered in not what is shown in their showrooms. Now I will have to get an attorney and pay out more money to make this right.

I am in Customer Service and theirs stinks. They know they are selling defective products and don't care about their customers. But let me tell them, I will send out mail blasts all over the country to warn people not to purchase from them.

ROSEVILLE, CALIFORNIA -- On January 11, 2009 I purchased a living room set. I was given an estimated delivery date in writing of January 28, 2009 but was also told in writing that delivery could take up to 6 to 8 weeks. I started contacting Ashley about 4 weeks after the purchase and was initially told call back in six weeks from purchase date. Six weeks after the purchase I contacted Ashley and was told to call back at 8 weeks but that the furniture should definitely be in by then.

Each week thereafter I have continued to call Ashley and am told of a 'new' expected date. That they are all caught up with the orders up to the week prior to my purchase (that representation was made almost 4 weeks ago now). Now, there is just no explanation provided upon request other than it is expected to ship by the end of next week. Although I have repeatedly requested to speak with the manager he is conveniently on the showroom floor and will "call me back". I'm still waiting for that call and my furniture.

For all you who are considering a purchase from Ashley, remember you pay for the purchase at the time you sign the contract and they have the use of your money as a float to operate and run their business. Consumer Beware!

GRAPEVINE, TEXAS -- We were told by the sales associate everything but one piece of our furniture would be delivered to us within a week and they would call when the last piece was ready to be delivered the following week. This was important because we were having people over this coming Saturday (2 weeks from purchase date) and needed to have a place for them to sit. We asked several times if he was sure and we were told that they WOULD ship what was in stock currently. He also told us that the one item that was out of stock was probably a computer error and that he was sure we'd get everything the first week.

After calling today, I'm told they will deliver it Monday when the last piece arrives. Talking with Sean, the manager of the Grapevine Ashley's Furniture, he couldn't care less that his sales associate lied to me. He repeated over and over that I signed a 2 week delivery date so that's what I would get, regardless of what the associate said. I pointed out repeatedly that the associate lied to make the sale and that I had another set ready to go at another company that guaranteed delivery until his associate lied to me, and he just skirted the issue as if he couldn't care less! I would LOVE to send my furniture back if it wasn't for their 30 (THIRTY) % cancellation fee. Give me a break!

SUNRISE, FLORIDA -- We purchased a living room set and dinette table. The assistant sales manager and another salesperson guaranteed a new sectional would look as if it was closer together than in the showroom. They said showroom merchandise was used and the gap shown would not be with ours.

When it was delivered there was not only a very wide gap between the two pieces (which are in the middle of the room), but the back looked awful (not at all flush/smooth), and there was a wrinkle near the recliner mechanism on the left side. The table had numerous dimples in it as well. I called the assistant manager who told me to sign for it and they would correct it.

I read their policies and realized if signed and accepted it was mine forever. I indicated I would send back since it was in awful condition. On a follow-up call the assistant manager finally agreed to return my money except he charged me $263 for a restocking fee, and delivery; despite the merchandise was embarrassing at best. I also paid $100 cash to the driver just do move my furniture out of the way, bring in theirs, and then return mine.

I disputed my charge and suggest others do the same. I am also going to seek an attorney if necessary to take an action against the company and recommend the other 1000+ reviews on this site do the same as well.... Or go to small claims court. Will also complain to BBB, and other agencies. It's incredible that a company with as many complaints as it has stayed in business or is allowed to stay in business!!

PURCHASED FROM REEDS, CALIFORNIA -- The entire Ashley's corporation is based on fraud. They don't stand behind their products. Never purchase their brand. I purchased their Dura blend selection, 27200. After 1 year, I start seeing cracks on cushion seats. I got them fixed by paying out of my pocket. Later on, the back seats and sides started to get crack as well in a way that the entire sets needed to be re-upholstered. Contacted Reeds where I purchased Ashley's brand and they referred me to the consumer affair in Ashley.

After talking to a representative, she told me that one year warranty has passed and nothing can be done. Basically, I paid greater than $ 2000 for this piece of garbage that only lasted me two years. What a scam!!! Never, purchase Ashley's Brand. Neither they nor the store (Reeds) where I purchased helped me out on this. I know for sure that I will never buy from them again. You should watch out.

HAWTHORNE, CALIFORNIA -- I bought a sofa last month. It's a month already and I haven't received my complete furniture. First they give me a date through the phone, then they called me again to change it. We sign the contract at the end of May. Since then they are being given me 4 dates. They came the first time and the sofas were different, then I went to the store and they try to calm me down by giving us the delivery money back, right there they gave me another date.

But this time they will just deliver one sofa, then they gave me another date but they didn't come, and I was OK with that I didn't complain. Then they came the next day to deliver the sofa, but this time the sofas was defective. I couldn't handle it anymore, so I spoke with the manager and he said we will call me back but he didn't. This is the most horrible experience I ever had, buying something at Ashley furniture. And this is my first time going to this store. They are just full of excuses. Before you sign the contract they look at you with respect and attention, after you sign forget about you. That is the way I'm feeling right now, very disappointed.

LAGUNA HILLS, CALIFORNIA -- Over a month ago I was interested in a 3 couch leather living room set and 14 piece tables and accessories. The salesman told me he only had a few left in stock before I bought. I was informed I would receive it all about 20 days after I bought them because that was their earliest delivery date available.

The day of the scheduled delivery date I received a call and was told I will not get all of my order on this delivery. They said they would not be delivering a couch, and a rocker/recliner at this time. When they showed up they brought it to my attention that they didn't have my tables either. They told me they would call me with a later delivery date.

At this point I have already gotten rid of all my old furniture in order to make room for the new stuff that was supposed to arrive. Later that week they called and set up a delivery for the rest of my stuff to be 13 days later. Just received a call the day before they are supposed to show up to inform me that it is going to be another 40 + days until I receive my couch, rocker/recliner and tables. That means I might get my furniture 2 and a half months after I bought it.