"We received damaged furniture. We called the same day and sent them an email, followed their process only 3 months later, they did nothing about it, left us on the phone waiting for hours. They put us on hold and never return to the call. Who are those people? They need to be investigated. "
"Pour Quality BS. 350$ for an MDF Twin bed. I was look in the description to se what This bed is made from and guess what? Nothing. When I opened the boxes?? Surprise!!! MDF, pour customers service. I used 3 phones in the same time for 2 hours. Nobody answer, aftee 15 minutes in hold the transfer you to a voicemail. They said will contact you between 24 an 48 hours and they contact me after a week!! I don’t recommend Ashley BS to nobody "
"Purchased a adjustable base bed. Delivery guys put the bed together wrong. Tech came out says the bed was damaged needs to be replaced. I have called many times left message no one has offered me a refund or replaced it. So far they took my money and I have a broken product. You would think with all the stuff happening with the economy they would want to do better. I have a friend thats a lawyer and I may have to get the news involved.
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"Bought an Ashley's brand loveseat and sofa from Smart Buy in Las Cruces N.M. I had it less than a month and it started breaking down. Covid prevented me from contacting the place I bought it from. Two or three months later when I finally was able to speak to someone and she was able to talk with Ashley's and was told they can fix it but not replace it. My complaint is will it happen again?. They say they will fix it every 2 months for a year. Wow nice right! Wrong this is a very cheap set for what I paid for it. Disheartening that they won't let me return this set and let me up grade it for better. The padding on both pieces is very sparse, all you can feel is wood on arms and foot rests. So needless to say I'm pretty sure I won't be advertising for them.
Maida Sanders
6/12/20
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"Went into the Lansing store on Saginaw on 5/27 bought some furniture was told 2-3 weeks delivery. Called back to request status now delivery is 7/13 supposedly due to COV19. Funny thing is that when I went in the COV situation was worst. I asked to cancel my order was told they would take 20% of my money. I think is outrageous. I stopped buying at dept store I rather buy everything g on line because they have free delivery and are always on time. I asked to speak to a mgr that was 2 days ago and still waiting. I have an empty house and will remain like that through fathers day thanks to Ashley. This is the reason why dept store are going out of business for lack of accommodation to the public. Never again. I don't want to cancel, I want my furniture but I dont see why I have to wait so long when I was made a promise and if they can't deliver why should I have to be penalized with a 20%. Never again"
"Purchased furniture last summer had it delivered. The delivery guy shows up with damaged furniture! We asked him to take it back and said he could replace the leg from stock in the warehouse and come back with it, never showed! So we had to get it replaced ourselves. Later we got a stain on loveseat and the insurance replace it, but the refused to deliver it. I spoke with Jessica A. about it she said no to delivery and not only No but she Won’t delivery it. Ashley’s is by far the worst company I ever experienced! Do not shop there!!"
"I bought a sectional roughly a year and a half ago. The staples that are used in the couch just started falling out and some are pulling away from the couch. My daughter 10 month old picked one up and cut her finger. I have a 5 year warranty and they REFUSE to do anything to correct this. The couch is obviously defective. It was an almost $2200.00 sectional this should NOT be happening. For the safety of my child I have to get rid of this couch. Ashley furniture I will be going to the BBB, my entire family will no longer purchase from you, and I have reached out via social media. I have PICTURES and will be taking further action. Thank you for your lack of customer service. "
"I bought 2 beds online, I pay for premium delivery, only one fundation they deliver,the rest came in UPS, but I pay for premium and I have to doit my self, I try to talk to them call for hours nobody answer, so I loss my 60 dollars and my time, and the charge more to my card and nobody can help me, Never,Never buy in Ashley"
"Wish I had read these reviews before buying. You CAN NOT get anyone one on any of their phone numbers. I have spent at least 2 hours over this buying period on hold. Then they get the Furniture here and drop out and leave. I paid for extra for setup. I finally tracked down our sales person on Tuesday. Friday I am still waiting for a date for assembly crew. Never again. Can’t blame covid for being inept. "
"Ordered Bedroom frame on 4/14/2020. Was told it would be delivered 05/14/2020 headboard was not in. They asked me on 05/14/2020 to reschedule for may 22,23,or26th. I chose the 26th.
I took off work Tuesday. Expecting my delivery. They emailed me at 8:52am Tuesday morning saying its now set for June 27th. So that cost me couple hundred dollars. I contacted them was told my told footboard not available til june 27th and bookcase headboard not available until July 3rd!!!!!!
They offered 10% compensation. Said that was not near enough. CSR emailed someone to have them contact me and have yet to hear from them. Have chatted online and still gotten no where.
HORRIBLE COMPANY. I WILL TELL EVERYONE!!!!!!!!! "
"I purchased a new bedroom set online on 04/19/2020 and after the day later attempted to call their “customer service” 800#. To date I have called 1-2 times a day everyday and have waited on hold for the 15 minute max before leaving a message. They delivered by UPS the bed frame and the two nightstands. Both crap and I’m torn damaged boxes. I have called my credit card company and cancelled all fire payments and disputed the two other charges of approx $450. I have never experienced such horrible customer service and the crap furniture as well. I tried to call the local store to return, but was told they are separate entities. Do not purchase anything from this place. I went back to Bob’s because of their customer service and reliability. "
"Ashley has lost a customer. Ashley sells expensive cheap furniture. I was con into buying a Bedroom Set (2 Night Stands, Dresser, Headboard, Footboard, and Rails). Also, purchase the GBS 5 Year Protection Plan. Don’t waste your hard earn money on this junk furniture. All of the furniture is turning yellow and peeling. The drawers in the Dresser and 2 Night Stands are broken. Not able to close the drawers.
Ashley wipe their hands and will not assistance with replacing the furniture or provide a credit/discount on a future purchase. They refer you to the GBS 5 Year Protection Plan.
GBS Protection Plan also will not fix or replace the furniture. This company refers you back to Ashley.
I’m force into making payments on broken furniture.
Very Dissatisfied Customer.
People Be Smart and Shop at a Different Furniture Store.
Don’t Waste your Time or Money. You will only be Frustrated. "
"I ordered a couch online 4/27/20, keep in mind this is my first time purchasing a couch so im extra excited. They put my account in pending five different times my bank called me every other day regarding this issue and the last two time it caused my account to go into the negative, so when I called they continued to give me the run around giving me different numbers to call and then they would answer and hang up. Then I asked to just cancel my order because I cant take it anymore and I was told that he can not cancel my order either I have to call another number and still I cant get a call back to even get the order canceled. I will never order anything else from then again. DO NOT SHOP HERE IT IS A SCAM!!!"
"I bought a stool for Mother’s Day online...The cost with tax was $108.00..15 min after they delivered it I called driver to see if they could exchange or refund...he spoke no English...Unfortunately the stool was too high for my mom.When I spoke with a manager she told me to “**** it up” no returns or refunds and to my surprise not a discount toward next purchase.Well after buying two dining room sets in the past I will never buy from them again and will steer others from buying from them..very poor customer service and they just don’t care.What a shame they lose a customer for a $100.00 purchase...not good business sense"
"I ordered a table and chairs from ashley furniture. Everything came as expected,i was actually really happy with the quality, except the tabletop had a chip out of it and some scratches across the top. I am not a complainer, however it didnt look new, and i bought new. So i sent an email with pictures that very day and waited......for nothing. They never got back to me, i waited 2-3 days. So i tried the chat service. That was unsuccessful as well, i never got an agent. So finally i decided to call, i was on hold the 1st time for 1 hour and 45 minutes, finally someone answered, not friendly at all, but whatever, i was happy someone answered, and i was nice, she handled my complaint and then said she would put me on a Brief hold to confirm with her boss that she could exchange and hung up on me.After a 2 hour phone call. I was hot, i called right back , sat on hold for 45 more minutes, then the waiting music stopped and it hung up again, this happened one more time, for a total of 4 hours on hold that day,thank god i am laid off rt now. I then called a local ashley store to ask for help, she explained that they are individually owned and have nothing to do with online, (she also said they get calls from online customers complaining about getting hung up on too).......so then on that same day i tried the chat service AGAIN, and actually got an agent, she seemed helpful, she said she would have someone call me within 48 hoirs to resolve. That never happened.in the end,i placed my order on april 22, i finally got a hold of someone to place the exchange on may 4, they picked up the item through ups on may 6, and then i had to call again because they didnt send me my tabletop back, (i also tried the chat service several times in between to no avail) ...so after talking to the ONLY person that was helpful during this month-long process (Jessica) on may 16th, i actually recieved my tabletop yesterday, may 19th. This started on April 22nd and ended on May 19th, That is almost a Month! Not to mention the hours and hours i sat on hold via phone and chat......To me that is ridiculous...In the end, do i love this table? Yes.....was it worth the headache and time lost NO! I would have paid 200.00 more dollars not to deal with this company, I have told everyone DONT ORDER FROM ASHLEY FURNITURE ONLINE!!!"