EVANSVILLE, INDIANA -- My Ashley HomeStore experience. The good: Bought a lovely dual power loveseat recliner. It got delivered about 2 weeks after ordered, 2 to 3 weeks before the original delivery date. Now the rest of the story: The first few days after the loveseat arrived we noticed an unpleasant odor in our house, we just assumed that new furniture took a little time to air out and the odor would go away.
Fast forward to 2 weeks later and the odor has gotten much worse and was definitely coming from the loveseat. It was so bad that we could not sit on the loveseat and did our best to bag the cushions and back. First contact for help was the local Ashley HomeStore in Evansville, IN, “we can't help because you bought it online, but here is a phone number you can call”. Made the call, “we can't help you because the delivery company handles the warranty”. They contacted the delivery company and called me back, “the delivery/warranty company will take it back, but there will be a $105.93 pick-up charge”.
So about 5 weeks after we ordered our loveseat; our loveseat was delivered, picked back up, our house no longer has an unpleasant odor and we have nowhere to sit. With the delivery charge of $212.93 and the $105.93 pick-up charge it has only cost us $318.86 for this Ashley HomeStore experience. I believe that the customer service at Ashly HomeStore could have been better… but I'm glad that “smelly” loveseat is back at their store or warehouse and not in my home.
COLUMBUS, OHIO -- I would never recommend Ashely or Morris Furniture to anyone!!! My experience has been horrible. I purchased furniture from them in February 2016. I received my furniture in late March. A long wait but I didn't think much of it. When they delivered my furniture the delivery men drag the loveseat on the concrete and ripped the side. I called to let them know and have it replaced. The date was set. When they brought the replacement they had a couch not the loveseat. So I called again. They put in a new order and refunded me the delivery charge. A few weeks later they brought the loveseat, the back was broken.
Every time you sat down the back would lift up. I called and told the lady I had been working with that I no longer wanted this furniture. It was not the quality I expected. She allowed me to go to Morris Furniture their sister company and pick something else out. I did and the delivery was set for a week later. When they brought this furniture I thought I was finally good to go. After they had left I noticed there was a piece of leather missing on the loveseat. You could see the wood. And then I sat on the couch and that was broken as well. I called once again and set something up to have it replaced.
They offered me a $200 credit for the issues I have been having. (This was May, still hasn't been put back on my card.) They did replace the broken furniture and as of right now nothing is wrong. BUT... They damaged my wall. On the last delivery, I was not able to be home at the time of the delivery so I had my cousin come to my house. She informed me they were going through the front door which I said was fine as long as they wouldn't have an issue with it fitting. Usually they use the back door or the garage door. When I finally got home I noticed the damage. I called the lady that I had been working with and they informed me she was on medical leave.
I started working with someone else. She said she sent the pictures to her manager and I would hear something soon. When I didn't hear anything I called back. At that time I was informed she had quit. I started working with someone else. She told me to get an estimate and they would mail me a check. I did just that. When I called in the tell the lady I sent the estimate over I was informed she was no longer with the company. Soooo I finally started working with this person.
She said she sent it over again and I would be hearing from someone. I have called several time trying to talk to a manager. Finally someone called me today and said they would not be paying for anything. She said the delivery drivers said they didn't do it. I have pictures of my wall, door and door frame where they damaged it and also have pictures of the back of my couch where the dry wall is still in it. After my conversation today I have contacted an attorney and will go about this a different way. To save everyone the headache that I have had DO NOT USE ASHLEY FURNITURE!!!
AVONDALE, ARIZONA -- Be careful folks. Ashley Homestore is NOT on the up and up. We purchased a recliner loveseat on Feb 18. It was delivered a week later and proved to be defective by the gentlemen delivering it. We stated they should take it back and replace it. They suggested that we wait for a tech to call within the hour and see if they could send someone to fix it. According to them they sent pictures so the tech would see what was wrong. We agreed only since they had struggled to get it off the truck and in the door.
We were assured that if they couldn't fix to "our satisfaction", we could then return it. It took until March 6th for them to send a tech. The tech had NO clue what the complaint was about. He stated they would have to order parts to be sent to us (not sure why they don't send to themselves) and then WE would need to call in and make another appt. We asked them to return the item and replace it since that was NOT to our satisfaction.
We did not purchase a brand new piece of expensive furniture to have it sit in our house unusable for 1 month. Ashley's refuses to replace the item stating that their policy is that we "accepted" the defective item so now we have to wait for them to fix it. No one informed us of this policy and in fact we were told differently and conned into keeping the item, believing it would be a simple fix in a short time. I suggest you find a more customer friendly and honest furniture store.
MESQUITE, TEXAS -- The DuraBlend is the worse I've ever seen, VERY CHEAP QUALITY. Mine crinkled up and tore. They sent a tech that did nothing, and well as refused to take responsibility for this no good furniture. So until they make good I'm going to call everyday, till I get other furniture, or refund. I will go to most of all sites and tell people not to buy anything from them. And never agree to their so-called Premier Plan. It sucks as well.
FLORIDA -- I contacted Ashley Furniture, only after 2 weeks they replied and wanted receipts, existing numbers on the tags etc., I faxed in to their office. I have never heard back from Ashley Furniture. Three years old and it's junk, my wife and I are on a fixed income and this doesn't help. Sitting on the couch leaves particles on your clothes falling from the effective areas. I am campaigning against Ashley here in Fort Myers, please don't waste your money on this "Crap".
We purchased a matching Ashley Furniture Sofa and Loveseat at the end of 2003 for our new home. We have this furniture in our living room and use the furniture every day. The set is Hunter Green in color and both the loveseat and sofa have buttons on the side whereas the seat becomes a recliner when button is pushed. There are two on each piece. The back reclines and a footrest pops out. They are extremely comfortable and we use the recliner feature daily.
What impressed me most is that all of the recliners still work every time, even after 10 years of daily use. Also, both of the pieces look just like they did the day they were delivered. There are no stains, rips, tears or blemishes anywhere in the fabric of the furniture. This is an unsolicited review from the owners of the furniture in Sarasota, FL.
PEORIA, ILLINOIS -- I placed my order 11/13/12. Prior to placing the order, I had made it very clear to the salesman that I needed the furniture quickly and was assured that would be no problem. However, after placing my order and signing the paperwork, I was informed the delivery date would not be until 12/18/12, with the reason given the holidays as the culprit. Although disappointed, I did agree to this delivery date after being assured by the salesman I would have my furniture by Christmas.
Delivery date arrived, passed and no phone call was received. I called the store 12/21 and was informed the salesman who I had dealt with was no longer at the store. Stated he had been "let go" due to false promises. Was informed my order had been delayed until 12/28 and that someone should have called me in regards to this. This person was very apologetic, said will speak with the manager and have someone follow up.
I did receive a phone call on 12/22 and was told after some phone calls were made, my loveseat could be delivered on the truck scheduled for 1/1/13 but my chair had been delayed again to 1/7/13. Was asked if I wanted my loveseat delivered when it came in on the 1st and I asked if I would have to pay another delivery fee. A manager was consulted and I was then told since there was such a long wait for my ordered furniture and because of the poor customer service by the original salesman, there would not be another delivery charge.
I requested for my loveseat to be delivered when it arrived on the truck around the 1st and I was told I would receive a phone call the moment it arrived. Of course, no phone call was received around the 1st or on the 7th. I called the Peoria store the evening of the 7th, and inquired about my order. First I was told the order was delayed until the 14th. I asked why I was not called regarding the delay. I was placed on hold, then was informed the chair had arrived but the loveseat was delayed until the 14th, and when it arrived, I would be called to make arrangements for delivery.
I then reminded the individual about the 12/22 verbal agreement regarding the separate deliveries with no extra charge. She expressed no knowledge of this and stated would have the manager call and discuss with me first thing 1/8/13. It is now 9:45 pm and no phone call was received. Surprise, surprise.
NORTHFIELD, NEW JERSEY -- All's I want is a replacement cushion cover for one of my loveseat cushions. I have been ready to pay for one since day 1, which was 2 months ago. However, after the calling the service number, I was told that it may be covered under warranty (which I KNEW it wasn't because my dog put the tear in it) but the salesman assured that I could not receive a cushion cover until it was "investigated that there was no abuse" done to the cushion cover. (As if the cushion cover was a child).
So after it took them 3 weeks to send someone to my house to "investigate" the cushion cover "incident", the man took a picture of the tear in the cushion cover and went on his way. I had to call back days later and inquire about the ongoing "investigation". Someone finally got back to me weeks later. I was OF COURSE told that it was not covered under warranty (DUH! I knew that since day 1, but I was made to participate in this circus).
So I told the sales woman that I would like to then purchase the cushion cover, and hastily the woman replied, "Oh no, you can't be gettin' one from here. You need to go to the store and buy it there." As if this wasn't enough to send me over the edge, her attitude and uneducated way of speaking has me swearing that I will never do business with Ashley Furniture ever again.
I'll be sure to spread the word about this poor service and nonsense "process". You'd think this company would have a database of parts and that you could order them over the phone. After all it is year 2012. All's I want is a replacement cushion cover... but it looks like I'll be getting a brand new furniture set... and not from Ashley.
MONROE, LOUISIANA -- I have never been an Owner, or an Employee of Ashley Home Furniture; but I can tell you as a consumer that the Powertime - Sage Single Motor Loveseat that I bought from the store in Monroe, Louisiana just two months ago is the worst furniture purchase I have ever made! Over $1000.00 by the time, we got it home!!!
First problem we had was in the delivery of the loveseat. We asked the saleswoman at the time of purchase if the loveseat could be taken apart to fit through the door of a travel trailer. (The 40 ft trailer is where we are staying while my husband works in the area.) She assured us it could be taken apart, delivered, and put back together. We paid for the loveseat and extra for the delivery.
The Saturday delivery date came around and what happens? You guess it; the delivery people who show up with the loveseat do not know how to take it apart to bring it in. (Meanwhile my husband has already taken the old loveseat out of the trailer, so we have NO loveseat to set on!) My husband calls to complain and gets nothing out of the manager, and he adds further to our outrage by telling us that the loveseat cannot be delivered on that Saturday because the only person who works for the Ashley HomeStore in Monroe who knows how to take apart the loveseat is no working that Saturday.
Next, my husband has to take time off from work to have it delivered during the week. (As the store was aware I am disabled so that I could take care of it by myself). When my husband tells the manager this, he replies, "It's going to cost me (the manager) more money to have it delivered again!" How do you like that answer? I say, "that is true customer service!"
The crowning glory is the materials and quality of the loveseat! Where I set on the loveseat is already giving way, and showing an indentation where I set. Ashley's Reclining Loveseat after two months is already as bad if not worse than the loveseat I threw away. I will never buy another piece of Ashley Furniture.
We purchased a leather couch and loveseat from Ashley's, which was quite expensive, and thought we had quality furniture. Within four months, the color was rubbed off the back of the loveseat. We also had another problem prior to that, and the technician was sent to correct that problem. In order to get the original set replaced, we were required to buy a more expensive couch and loveseat since the original style had been discontinued. We also had to add more toward the extended warranty on the leather.
Everything was okay for the first month, then we noticed a slight scrape, or maybe a defect in the leather. A representative at Ashley's Customer Service informed me that since the furniture had been delivered more than 48 hours ago, that the problem was not covered by their warranty, and that unless I knew how it happened, the extended warranty would not cover the damage either. This is a total ripoff by Ashley that they will not honor any type warranty. Never again will I purchase an item from Ashley.