"This entire experience was awful. I used to love Ashley's but after this, I'm never buying anything from them ever again!
We ordered a dresser online. It was delivered on March 28th during the shelter in place order in Austin. The delivery men showed up with no protective gear and were going to put it in the bedroom upstairs, but I told them they had to leave it at the front door because we have an immunocompromised person at home.
Upon inspection, the dresser was made with very poor workmanship. It was chipped and crushed on the bottom and all the drawers were misaligned.
I called to return it on the same day. It took 2 hours to finally get through to someone. They transfered me multiple times and had me talk to multiple people. Finally they instructed me to send an email with the photos of the damage. I did that the same day. This all took up most of my Saturday.
They said someone would follow up with a pickup date and time for the dresser and that they would issue a full refund. I called again the next day because I didn't receive the email. After an hour of calling, someone finally answered and she said I did everything correctly. All I had to do was sit and wait. I would receive the email eventually, they were just backed up at the moment.
After another week went by, we tried calling again. We hadn't heard anything from Ashley's. Since then we have been calling every week trying to get this awful online purchase out of our house!
It is now May 20th. It's been almost 2 months! Every time we call, there is a very very long wait time and if we get through, we get transfered over and over, all with long wait times. Otherwise, their line disconnects, rings busy, or goes to voicemail. My husband has called almost on a daily basis and we still can't get help. We think they blocked our number because we haven't been able to reach a human in over a week. Maybe we were too reasonable to everyone we talked to, but we're done waiting. Get this horrible heavy back breaking thing out of our house!"
"I placed an order for a bed. The bed was listed for 549.00 and I applied for financing. The financing company wouldn't give me the account number so I had to wait until the card came in. Ashley jumped the price to 1100.00 for the bed in the meantime. I had photos of the lower price for price matching but couldn't get thru to Ashley. Once I finally got thru the agents did everything to dismiss me and get me off the phone as if I was bothering them. The order was placed with the higher price hoping that I would be called by a "higher up manager" who would adjust the price as I was told within the 24 to 48 hours as promised. No calls. I was in hold for 45 min to an hour each time for over 12 calls that all ended in being disconnected. I finally reached an agent on the online chat during this time. I asked that they cancel the order (after 8 days of trying to call and no luck) and the online chat agent canceled the order.
There's a hold for the canceled order on my finance card that's been there for 2 weeks. I spend another 2 weeks on the phone and leave at least 6 emails to customer care, online chat attempts and another 10 to 13 calls in which each was 45 min to an hour hold. I reached an agent once who refused to help and said someone would call in 24 to 48 hours. That was over a week ago. I still cannot get thru. Each time I reached someone (which was rare) I have been treated as an issue or problem. I've been nothing but nice but firm in my needs and simply requested that certain responsibilities be handled. If they don't release the hold on my financing card for an order that was canceled over 2 weeks ago because they won't honor their original price as they advertise and wish to charge me nearly 2x the price and all because the finance company they team with won't "play fair" with the customers I think they should be called out for it.
They're definitely not there for their customers. They're there just to make a buck. Oh, and the first time I called they also told me that the shipping was free to curbside since I didn't want someone in my house due to covid. They refused to honor that too. They want to charge 400 dollars! And not back down. That brought a 549.00 bed with the inflated price including deliver all the way up to $1,400. What a sham. I'll never ever ever buy from ashley or use Synchrony again. I've been fighting for them to do their job for over a month and a half now. They just dig their heels in and do whatever it takes to steal people and one agent says one thing, another agent says another. It's wrong and dishonest and really really unprofessional."
"Worst furniture company ever. Talk about bad customer service, lies, poor product quality and the list goes on....bought a section living room set back in March for the wrong pieces delivered 3 times and still awaiting for another delivery. Date for moved 3 times and still waiting....Horrible....BBB needs to do something about this....."
"I ordered a 3 piece living room set from Ashley Furniture. They immediately collected and processed my full payment. I got rid of my old furniture to make room for the new. The day before delivery, a rep called to say one of the three pieces was back ordered. Someone should have known more than the day before delivery, that they were unable to deliver. They still have my money. What should be an exciting time turned out to be a disappointment. "
"I ordered beautiful furniture from Ashley. How ever they deliver UPS so my products arrived in the rain because they don't let you know the exact drop off time. I am an essential employee and had to leave work. When I got there the packages were wet, the dining room table which is 80 pounds and I had to get it up the stairs on my own was completely damaged . They also on accident sent me 8 dining room chairs which I also had to get up the steps on my own. I called and waited 2 hours for someone to tell me someone will call me in the next 72 hours for the damaged table, and then told me to call a mother number to return the chairs. Mind you I was just trying to be honest and let them know they sent me things I didn't pay for. The person another hour wait for the chairs got me on the phone and then got disconnected after the wait and never called me back. Being the good person I am this morning I waited 2 hours on hold, got someone told them ymsituation and they put me back on hold. Finally I got a women named Beth, Beth was amazing, kind and patient, not like the other rude people who treated me like dirt and didn't care what I had to say or that I had just spent 1,000 dollars on furniture and it was wrong. Beth helped as best she could. They are picking up the table and replacing it, the chairs are going back and I am not bring charged, being honest does pay off, How ever its all through UPS which just throws yours packages. I will never used my hard earned money on this store ever again., being an essential health care worker life is hard enough on top of this inconvenience. I am heart broken I was so excited for my big purchase, Beth was the only good thing about this interaction and I hope she reads this because she is an angel."
"So I have had terrible service with NFM so I thought I would try Ashley's. I bought a dresser online nearly a month ago, when I received the dresser it had a broken piece, I called the Ashley home store and was given a different number to call, I call the number and have NEVER reached anyone I just wait on hold for 30 plus minutes. I emailed- never got an email back for about 2 weeks because they where having "technical difficulties" I replied and have still never heard anything back via email. SO I go to the Ashley home store "live chat" I ALSO HAVE TO WAIT 30 MINS JUST TO BE CONNECTED WITH SOMEONE. I was told once that they would ship me out a new piece for my dresser weeks go by and still nothing so I am finally able to reach someone again on the live chat about 2 weeks ago this guy tells me the dresser part is on back order so he will just ship a hole new dresser and email me when the item has shipped this was now a week ago, no email, no dresser!!! IM SO ****!! if you are reading this Ashley home store someone please get in contact with me ASAP ***-***-****"
"Absolutely the worst! Vanity arrived with a crack and missing the hardware packet and our nightstand had black paint all over the top. Was on hold with customer service for over an hour. I will never order from this company ever again. "
"Purchased a chair did not receive tracking for a month so called to find out what happened. They informed me the chair wouldn't ship for another 2 months. Said I wanted to refund me the money, they put me on hold for 40 minutes then hung up. Never purchase from this company. "
"I wish I could give them zero start, it’s what they deserved. I purchased a mattress on their online store and was frustrated because it’s nearly impossible to get a hold of customer service. You will literally be on hold for over two hours. I was always told the same story and no mattress in sight. I finally gave up and started a dispute with my bank. Do not purchase here! Do not add to your anxiety during this pandemic!"
"Maybe Ashley furniture should work harder to provide better service after the purchase. When there problems and you call their customer service line you get to sit on hold forever. They are kind enough to play a tape touting their great service and everything they do to make your shopping experience much easier. Unfortunately after you buy that is where the service stops. Other on line retailers do not have this kind of wait times, they service just as quickly after the sale. Don’t think I will be back to many other places to shop. "
"Too many complaints to name them all but I'll start with the absolute horrible unsatisfactory customer service dept that you can never reach by phone or chat via their annoying bot that pops up every time you hit a button. Second, was given an 'expect by delivery date' and when that date came absolutely NOTHING after waiting all day and the one time that I did get through after waiting HOURS and numerous hang ups....only to be told 'sorry don't know why it said that'....and the list goes on but even more annoying is there is no option or specific instructions on how to delete my account or any of my info from their site.
PLEASE, PLEASE...even as desperate as we all have become during this Pandemic, DO NOT shop here it will only add to your frustration.
"
"Wife ordered a $700 table online. We were notified around the time the table was supposed to have arrived that it was damaged and was being returned and another would be shipped. After a couple more weeks we received a delay notification, then another... Finally after a month after the initial shipment due date, my wife bought the table from a physical Ashley store over the phone for delivery. They said the would cancel our original order. The initial order was placed three months ago and we still have not received a refund. You literally cannot get through on their phone line. It will hang up on you, sometimes immediately, sometimes after an hour of waiting. I wish my wife would have researched them first. Even there own official reviews are horrible (2 1/3 stars). "
"I signed a Unilateral Contract (promise of payment for a service received) with Ashley Furniture via e-signature. The terms of said obligation were product/date/time specific. The consideration I offered was payment for the couch. Unfortunately Ashley Furniture did not have my product in stock on the day it was supposed to be delivered. However, that does not relieve them of their contractual obligation. I had a reasonable reliance on them to deliver and assemble my couch and reserved an entire day for them to do so . They reneged on the deal, and offered me no remedy for time lost. When I called to see what happened with my delivery I was given vague answers, and was on hold for 3 hours. Sal, a very unprofessional employee, made an illusory promise to 'maybe' deliver the couch in another month if it came back in stock . He even tried to force me to pick a day and time to reschedule delivery for 3 weeks from now as quote "delivery fees are non-refundable". I paid for delivery setup.
The Unilateral Contract agreement I signed with Ashley Furniture is only valid and enforceable by way of contract completion.Making an illusory promise to 'maybe' deliver the couch n 3 weeks in not an appropriate remedy. I am entitled to a full refund & will make sure Ashley Furniture does not have access to my banking information.
Time and date sensitive contractual performance (delivering the couch) is required for payment. Specifically April 17th Delivery btwn 10:15am-2:15pm as per the dated e-signed contract confirmation . Under basic law they are not entitled to anything. This business is untrustworthy. Shop elsewhere."
"I purchased a 12" mattress from Ashley online, and what I received is not as it was described. After nearly a week of decompression, the mattress measures about nine inches. I understand that Covid-19 has affected the way we shop, but I cannot get anyone to respond by phone, messenger, or email. So now, I have this sad, flaccid mattress that is already sagging and isn't fit to be a dog bed with no way to get it back to Ashley. I cannot replace it until I can get rid of it because I simply do not have the space to store a king size mattress. I have received twenty marketing emails since receiving the mattress, but there is no recourse if something is defective or just obviously different than what was promised, so avoid purchasing from Ashley until they can work something out. I will be reviewing this purchase on every site I can because it may be my only means of recourse."
"I am in my 30s and have NEVER written a review before, but my experience with Ashley’s warranted one. If I could give zero stars I would. I bought a sectional from them in the beginning of February. They delivered the wrong configuration two weeks later. I called to reschedule and was given an exchange date for the two missing pieces. The delivery guys showed up with no furniture. I called to reschedule again. They showed up again with no furniture. Needless to say, we have had the wrong couch for three months. No one at the call center is helpful and it doesn’t seem like any facet of the company communicates with the other. It is poorly managed and cares little for the well-being if it’s customers. We will never shop there again."