CHICAGO, ILLINOIS -- We purchased a 3 person sofa with 2 seats that lean back when the middle portion of the couch CAVED IN literally less than 2 months after purchase. TRASHLEY Furniture refuses to take it back and their customer service is belligerent and even nasty. DO NOT BUY FROM THEM. They will only disappoint and rip you off. A serviceman came down to the house and said ”this is the manufacturer's fault” though, TRASHLEY furniture refuses to hear it. The couch is FALLING APART at the seams. Any synonyms for rubbish? Also they don't post any negative reviews on their website...Fraud. Bottom line is ASHLEY FURNITURE=JUNK.
We purchased a sofa set in July of 2010 knowing that we were only going to be in Mesa, AZ for 1 year so we specifically asked if the extended 5-year warranty was transferable anywhere and purchased it when we were assured that it was. The couches were beautiful, we moved to Cincinnati, OH as planned and have been here for 3 years.
About a month ago I started seeing some light scuffing but nothing I was concerned about and then about a week ago the couch started peeling, and I mean huge flakes coming off on the seams of the seat cushions where the cushions rub together when you sit and stand back up, the seams of the back cushions, the folds where the back cushions push into the seat cushions, the arm rest and all that is underneath is foam - FOAM (yellow to boot)!
I called Ashley Furniture here in Cincinnati and the representative was very nice but informed me that he couldn't do anything and maybe call Mesa to see if there was anything they could do like release their records to them so they could further assist me.
So I called Mesa and the representative there said that the peeling was normal wear and tear and wasn't covered. I told her that was ridiculous as I have a couch falling apart and the salesman told me the warranty covered anything that diminished from the finished look of the couch. She said it didn't matter anyway as we had moved out of the warranty coverage area and had voided the warranty. I told her that didn't make sense and the salesman had told us that it would travel with us anywhere in the U.S. Her response was that it wasn't her fault we moved. Nice.
I asked her what we could do and her response was nothing. We are planning on going out to visit this summer so I asked if we brought them back with us if they would look at them (I know what you are thinking, that sounds crazy. I knew it sounded crazy at the time and the logistics didn't add up. We weren't going to do it but I am making a point here, stay with me) her response was that I would be outside of the reporting time for a problem and it didn't matter because by moving initially I had voided the warranty. Basically it doesn't matter what the situation was, they weren't going to do a blasted thing about it.
I looked online and it said that if you or your retailer moved to call a number in WI so I did that and spoke with a woman who said that she couldn't help me as they didn't cover extended warranties and to try calling Guardian. So I asked if she had the number, you guessed it, she didn't. So I got grumpy said I would never buy Ashley again, both times had been a headache and the company was incompetent and she transfers me to consumer affairs.
I explain to ** at Consumer Affairs that I am frustrated and the situation and he says that they are a factory and they can't do anything. I asked him why the website gave me the number to a factory under the "moved" option and he said they only handle the basic warranties. I told him that the website needed work and the company he worked for was inept and his response was "Thank you."
I get that this isn't really their problem but I am so frustrated with sleazy salesmen who will say anything they have to and don't care about the consequences for those they are taking advantage of and the greater company who doesn't care either. I am never buying Ashley Furniture again and will warn anyone I can from the same. Maybe next time I will get taken advantage of by a company whose furniture will last longer than four years.
MANASSAS, VIRGINIA -- On 12/28/19 I bought a new king mattress, adjustable frame, reclining love seat with console, reclining sofa, at the Manassas, VA store. The furniture was scheduled for delivery on 1/31/2020. Both the reclining love seat with console and reclining sofa were damaged upon inspection after the delivery guys brought them into my house. I spoke to someone with customer care for deliveries and the set up a new delivery for another week out. They agreed to waive the Saturday delivery charge. I asked about other compensation for my inconvenience and dissatisfaction, having waited over a month, rearranging my work schedule to be at home on a week day for delivery, during a time frame which I have no choice to accept or not.
Now it's Super Bowl Sunday and I have no furniture for my family and guests to sit on. The customer care representative told me I needed to contact the store for any other help. I called the salesman, Ricky **, I told him about my experience. He said I needed to come into the store and they would see what they could do, maybe credit my delivery charge.
Another inconvenience, having to go to the store, why can't someone take care of it over the phone? I went to the store on Saturday 2/1/2020, spoke to the GM and he said he would look into and call me back the same day. It is Sunday 2/2 around 5pm and he has not called. I also emailed customer care and received a response telling me to contact the store. They obviously didn't read the email to know I already had and was trying to get someone at corporate to assist. Horrible customer service!!
GRAND FORKS, NORTH DAKOTA -- I'm not happy with the couch I bought from Ashley Furniture two years ago. Just after the one-year warranty was up, the couch cushions began to peel and crack. We've already replaced one cushion cover at the cost of $58. There is even a spot on the back of the couch that is cracked. It looks terrible. It ridiculous that I have to replace all the cushion covers after only owning the couch for two years.
BURBANK, CALIFORNIA -- I purchased a package from Ashley Furniture and had my fist delivery on July 3rd. The sofa was broken and I refused delivery. I was told do not under any circumstances accept a damaged item because then it can't be returned. So I refused delivery and set up a new delivery for the 5th. They were a no-show at the agreed time. Called hours later saying "We have your sofa coming now." I was not home at the time and said "You are 5 hours late." The employee was rude and said "Well the sofa is in the truck and staying in the truck." I immediately called the store and scheduled a delivery for today July 8th.
The two employees knocked on my door and apologized saying "Ma'am we can not deliver this sofa. Come take a look." Well I looked. It was lying on its side, not wrapped, dirty all over back and bottom from the truck. The workers said this cannot be a new couch!!! It's not even wrapped. Well apparently it appears it is the same sofa I refused delivery on from the 3rd. This posh store tried to redeliver the same sofa that was broken. So now I refuse delivery again and call the store. The supervisor argued with me saying "Well if you want a refund then we have to come back and get the sofa we delivered on the 3rd!!!" WTF.
I refused delivery and the sofa was put back on the truck. This woman argued with me calling me a liar stating my recited show... Blah blah blah. Really take your records and choke lady. So now this posh store won't refund my money because their paperwork says I have a sofa!! I'm so done. Next step small claims court. Never use this store. Ashley Furniture in Burbank, CA. Can not be trusted!!!
NEW ROPCHELLE, CONNECTICUT -- Cheap product, cheaply made. Never ever buy Ashley furniture no matter how good the product may look or the deal may sound. I thought I was dealing with a genuine furniture company only to realize I was not. While passing by an Ashley store in New Rochelle we thought of doing some window shopping and ended up buying two sofas though we already had a beautiful leather sofa set. The salesperson one Mr. ** who was an excellent person very professional and helpful, who closed the deal - he even sold us on the extra 5 year warranty making a special mention that ASHLEY FURNITURE STANDS BEHIND ALL ITS PRODUCT.
As we did not need the sofas right away we stored them in our basement for nearly five to six months. When we were getting guests visiting from India we brought the sofas to the living room. To cut the story short the sofas were nothing but a cheap product. Every time one sat on it the lumber of the frame would start creaking and the seats would come out of its place, this would happen even if my three year old grandchild sat on it.
The creaking was bearable but the shifting of the seats was a pain. Every time anyone sat on it the seats would move out of its place - a sheer embarrassment in front of guests. One of them even commented “this is what happens when you buy cheap stuff from cheap outfits, GO OUT AND BUY SOME REAL FURNITURE”.
I called up and complained at the store. Mr. ** being a professional, he apologized for the inconvenience and told me to call the warranty number. When I called them I was told the complaint of mine is not covered as that sounds like a manufacturing defect and that I should call the company customer service or the store.
Since I had tried the latter I called the Customer service and after many back and forth questioning with different individuals on several occasions, I was told to take Velcro and stick it on the seat and the frame, which sounded ridiculous to me after having purchased the sofas and being told that the company stands behind its product, is this what they really meant USING VELCRO?
When I insisted for a solution to this problem I was told by one of the CS ladies they have had several similar complaints. When I told her to send me an e-mail to referring to what she had just told me she said she would but that e-mail never came. I called up Mr. ** again and he sounded genuinely concerned but I do not think the salespeople have any leverage at the store level.
I had given up on the whole sofa issue as a foolish decision where I was stupid to buy without doing my homework, when one of my guests who visited my house recently and who experienced the problem first suggested that I should put the issue in the store reviews so that other people do not fall into the same trap I did.
Remember I started my complaints within the first six seven months of my purchase and now have been living with it for 2 years. I even invited Mr. ** to visit my house and see the problem first hand but that did not happen (maybe company policy). But in short stay away from Ashley furniture. The furniture stinks, their customer support stinks (not at all professional - very rude – talking down at you attitude). The only silver lining are the salespeople but that I think goes with the territory. ASHLEY STORE, I AM SORRY I VISITED YOU.
HOUSTON, TEXAS -- On June 16, I had gone to Ashley Furniture on San Felipe St. The salesman was **. I spent a lengthy time with him and had told him my boyfriend and I were interested in a couch, the only thing that was in debate whether to make it into a sofa bed. ** took me the walked me to where the sofa's were and which one could be turned into a sofa bed. The first sofa he showed me I liked immediately, the color, the price. The only thing I did not like was the additional price for a sofa bed.
As I told ** I was going to take a picture of it and send via message to my boyfriend **. In front of him I took the picture. Directly in front of the couch sits a sales table where the salespeople draw up the paper work. However that day I did not buy. I wanted my boyfriend to see it first, he would be in town the following weekend.
I gave ** my home number in the event the couch would go on sale; he had already indicated that there was currently a sale however there would be another one next week that would effect this couch. He wrote the name of the couch on a business card, not his personal he had no business cards yet. However he insisted that I ask for him when I make the purchase. He as well gave me his personal cell number.
** would call me twice informing me that the sofa was on sale with the reminder to ask for him. On July 1st ** called me again, to let me know the sofa had gone down considerably due to a 4th of July sale. The next day ** and I went to the store asked for ** as promised. He immediately wrote up the ticket as both ** and I both sat on the couch we were purchasing.
On July 13th the couch was delivered to my home, it was wrapped. As the delivery guy unwrapped it, I immediately addressed the concern that it did not like, this one had puffy seats, and I do not recall brass buttons on the stems of the arms. The delivery man said once you break it in by sitting on it, the seats will go down, and maybe you just do not recall the couch to have buttons - after all you bought it 11 days ago. If it's wrong call the store.
I did and spoke to several including calling ** whom had denied even recalling me. He did however add insult to injury by saying you initialed a check off list, I demanded to see what the check off list was. The paper form reads on the Ashley Customer Courtesy Checklist my address info and a seven digit reference #?? A mere reference number, now what could that mean to me a customer or any customer? Soon after ** would go hide.
I made 2 different attempts in trying to get the sofa we had bought. I showed the Manager ** the picture of the couch I had bought, and assured I had not looked at any other. The battle would be over my acceptance of the couch, and the cost of the couch we wanted was more, and then another charge for delivery of $69.00. I had refused to give Ashley any more money. So, they ask me to choose another sofa. I did but because it was not the same it was cheaper I could not get.
Finally several hours and several managers we came to an agreement, Ashley would cover the cost of delivery and half the cost in the difference between the couch I had and the one I originally bought but did not. I should have read the reviews, but I see they are not known for customer service. I do not believe I will ever buy anything from Ashley again and as for **, quick to make the sale, but he is as dishonest as he treated this situation, he will one day find out if has not already that honesty is best. Hope he will have his job secured.
SANFORD, FLORIDA -- I went into the Ashley Homestore on Towne Center Blvd Sanford, FL to look at new furniture. The salesperson who greeted us was super nice, everyone was. We were left to wander the store to look at everything without being followed around which I loved. When we finished Kayla, who was helping us sat down with us to discuss what we liked. We decided on a sleeper sofa, love seat, a table at that time.
She explained their financing, also protection warranty, etc. I had come back twice more, still undecided. Last time I came into the store, Kayla was only too happy to talk to me again. Same sleeper sofa, same love seat. We decided no on the table and went with an Ottoman.
When it came to writing this up, she once again mentioned the protection warranty, which we were not interested in. First they wanted me to apply for a credit card, which when I said no they seemed shocked. The time frame I got for the furniture being delivered was at best three weeks. Though we were happy with the experience overall, we were not with the financing.
We decided to go through their online store, as we loved the furniture but hated the finance choices. To my surprise on the online store this was cheaper, 480. Cheaper than in store. I had no issues with my purchase, none with delivery. On the website this sofa is suppose to have a Memory foam mattress, not springs. I even checked in store to be sure.
When it arrived 5 days after purchasing I was thrilled. We did look at the mattress, noticed it was not the same color as one in store but did not notice it was springs until it was slept on. Since we got on a Friday I called their customer care on Monday. I had no issues, though I had thought they would just replace the mattress. They replaced the whole couch! Loved the couch to begin with. It arrived this morning, Wednesday, just two days after I called. Exact mattress we saw in couch in store. Perfect!
I have read MANY terrible reviews about Ashley. I can't find any on their online store. I dealt with the store. It was a great experience. The people at this store are super friendly, helpful. I purchased online because I have before, not with Ashley, but it was a good experience. As this was.
I have to say kudos to the people in customer care. I experienced no runaround, no shift in blame, nothing I have read about. The furniture we bought is super comfortable, soft, NO damage either time. It all came wrapped in plastic, cardboard. The delivery people were AWESOME! Both times. I wish I could find more positive and less negative. I did not buy leather and would not. I have cats. This fabric is totally washable, not treated by any chemicals, which I am happy about.
I dealt with their head office, their customer care, their warehouse in Tampa and did not have the experience of many. It was all good. More than happy with this purchase and I would again. I have only had this furniture for a few days. I don't regret the purchase one bit. I would use their online store again, and this store to look anytime. They're super. I DO NOT work for Ashley Furniture, as I noticed on other sites any positive is met with these reviews are from employees. Nope, I am a satisfied customer.
CHATTANOOGA, TENNESSEE -- We bought this Premium Lenoris Collection totaling almost 5,000.00. Within 6 months this "new" nylon webbing technology that replaced the metal springs began to stretch and sag making the seats useless. Warranty refused to fix. They only chose to put new foam in the cushions which fixed nothing. Months later, we're still replacing foam and still have useless furniture. If you're looking for expensive imported junk, this is your brand!!
FRIDLEY, MINNESOTA -- Purchased a sectional couch and two couch trays. One of the sectionals came missing - pieces necessary to recline or connect the couch to the other sections. We attempted to request the correct pieces and even sent a picture at their request. They could not send the correct pieces and insisted they need to send a tech out to look at the couch. They could only commit to a date and could not provide the time they were to come until 2 days in advance. They also only offer to come out one day per week. This is extremely inconvenient and forces the customer to take a day off of work.
We had also purchased two couch trays. These arrived at a separate time. Upon opening the package, one of the trays was missing the tray portion. It was only a metal frame. In attempting to remedy these issues, the corporate office was extremely unhelpful. We even attempted to discuss with the manager Harold. We will not be purchasing furniture or should I say pieces of furniture (since that is what they provide) from Ashley Furniture or Furniture Mart again.