"Horrible quality and customer care. The store in Brookfield CT did a bate and switch. Charged higher prices then was advertised on the web site . They stated they could do that because they are independently owned. Store manager Karen would blame others and would not give names of anyone in a higher position. She transitioned me to a person in Waterbury Jeff her counterpart and I was unable to meet with him in person and he stated after Ashley ordered the wrong item I was going to be responsible for a 30% restocking fee. I paid $700 on an item I never received. I encourage anyone considering purchasing any item from Ashley furniture to check all the reviews and I am sure you will go to another furniture store and get much better quality and customer service."
"I was at Ashley on December 27th 2019 . I order a new bedroom set Dresser,mirror, chest and a TV stand.I had already pick out what we wanted a month before ,we spoke to a wonderful on floor sales manger James A. went over all we wanted we said we plan on coming back to order,he gave us his card and we went on our way. Now to 12-27-19 walk in was attack as soon as we went in told Jeffrey Fields the salesperson we already know what we want and are working with James A. he told us he was out and he would help we had a quote on the card from James and Jeffrey then told us he could not give us that price and then told us to he would go to his manager Lamont . He instead went to his computer and came back told us a different price higher of course we told him we will let him know if we needed any more help and thank him . He never left us alone my husband told him to walk away at least 10 times we finley had to raise our voice to please leave us alone. I went straight to the store manager Lamont he then took care of everything and told Jeffery to give us the price we had been quoted and fill out the paperwork I told Lamont that I did not want him to receive the commission that I wanted James A. to get it . Now today we Just got our last piece of furniture it is February 29th ,2002.From the order and delivery it was a nightmare. They came to deliver 1-25-20 I had to turn to pieces away because of damage and the back of the TV stand was soaked from rain.It only went down from there . I tried to contact Haddy who is the district manager left massages ,was told Lamont and James are no longer working at the store in Wilmington DE. I had to keep calling I never got a phone call from anyone. I will never recommended Ashley furniture nor go back. Let me also say my house ids furnished from Ashley I will tell everyone who tells me how nice I got it from Raymour and Flanigan furniture. I want to thank Lamont and James A. for all you both did and if you see this please let me know what store you are at I will only buy from you .To the Rest of Ashley and the DISTRICT MANAGER HADDY I HOPE YOU LEARN FROM YOUR MISTAKES AND ALWAYS REMEMBER THE CUSTOMER SHOULD ALWAYS COME FIRST !!!!!! I also ask for all the aggravation we went through if they could do anything for us ,the TV stand is able to have a fireplace insert and could you maybe give that to us . I had to call to see what that answer was ,PER HADDY sorry NO we will not be able to do anything for you!!!!!!!! "
"I ordered a dresser with a matching nightstand, also ordered a desk. I specifically searched for a company that could deliver preassembled furniture or that would assist with this for medical reasons. My first nightstand arrived damaged, the drawer was too small and bottom cracked. So with help, I repackaged that one and was promised another. The new one arrived with huge gash on top. My dresser was scheduled for delivery days later, I requested a morning delivery because of a dr appointment. I was scheduled from 12-4. This company can’t pick up the damaged furniture, UPS does that. After several frustrating phone calls and no apologies for the damaged furniture or inconvenience, I cancelled my entire order. I would never recommend ordering from Ashley Furniture to anyone. "
"I went into the store and they told us if we decided on something we could come back or buy online and there was a coupon code online. They won't honor the online coupon on already sale items. It's barely even a sale. When I found the bedroom set for cheaper on Wayfair they said they would price match. So I messaged them and said I would have to pay full price and then they would refund me the difference!! I'm I don't think so! Not everyone has an extra $500 they can just put on their card "
"We order our furniture from a very nice but not trained salesman named Rob.Our experience with him was fine.
We were promised delivery on a Wednesday by 7:30 pm. That's when the nightmare began. At 8:30 pm we try to reach customer service and got no answer. Went on line to track our order ,said our order could not be found. At 9:45 pm, received a call from driver saying he is leaving his last stop soon and will be in our area. He could not gives a time frame. We then told him that the late hour was not acceptable and they would have to come back tomorrow. Many calls over the next couple of days we were told lies and were consistently told by customer service to call the store and the store said to call customer service. Got hold of Rob, and he told us he was reprimanded by his boss for trying to help us. Finally Omar or Oscar said we would get the furniture by Thursday of the next week , after we told him that was not acceptable we were place on hold, and he came back and said that was all he could do. We requested to speak with his supervisor, we waited close to 10 minutes on hold and he came back and said we would get the order by Friday and that on Thursday we would get a call. Thursday night when no one called, we started our phone calls again and were given a round around. We spoke to Renea at the store who lied, yes you are a liar, and we were finally told it was never scheduled for Friday shipping. I told her we wanted to cancel the order and she said I must pay for shipping????... these people are at best, disingenuous. Finally I canceled the order, told them I wanted all my money back and they agreed. On Friday I called Renea at store.All she did was try to reinstate the order and could care less of our concern. After receiving a full refund, My wife and I went to Raymore and Flannigan on Friday night, bought better quality furniture for less money and as of 2 hours ago it has been delivered and we are done....
Note, save yourself the aggravation of fighting with a bad company with bad people working there."
"I bought an L-shaped desk and bookcase online. Three boxes delivered a week later via UPS. Putting the bookcase together, I noticed the poor quality; messy paint, seams that don't line up leaving gaps. It was such a pain to put together that I decided just to keep it. As for the desk, it came in two separate parts. The main desk needed to be returned two separate times because of damage; split drawer and a smashed and mangled desktop corner. As far as customer service, I recommend calling a service rep directly. Emailing customer service is a complete joke and waste of time. My emails were shuffled around from rep to rep asking unnecessary questions. There was no accountability or responsibility for the email customer service reps so they just pass your case on down the line instead of handling it in a timely manner.
The third delivery of the main desk arrived today (end of Feb 2020. My original order was placed in Jan 2020). The desk has a small chunk of wood missing on the desk skirt, a split and painted over leg and a 9 inch indentation on the top of the desk where something was dragged over top at some point. I've decided just to keep it. I feel beat down with the un-boxing, re-boxing and styrofoam that gets all over my house when a new replacement arrives. I'm not happy with it.
This is the crappiest quality of furniture I've ever had in my possession. Save your money because if you buy online, Ashley Furniture's policy is NO REFUNDS. "
"I thought I would message someone here rather than leave a review and see if I could get this handled.
I made a purchase on 1/26/20. My sales person knew I was financing the sofa and couch I was purchasing, I made that very clear upfront.... after our purchase was made, she specifically said “just remember, if you find it at a lower price anywhere, we price match guarantee”
Ok, great I’m thinking. This is why I have purchased everything from Ashley for the past 15 years. Great customer service and good prices or so I thought.
Upon searching amazon I find that the couch and loveseat would have been close to $2000 cheaper had I ordered through them. So I called my local Ashley asking for my sales person on two separate occasions. I was told she was with a customer and would return my call same day.... never happened.
My husband and I went there this morning to inquire about the price match guarantee that my sales associate was so confident in only to be told that Amazon’s price was too cheap and that they didn’t do that. I financed my purchase so they can’t..... I specifically asked about price match guarantee and was told no matter what, they honor it.
The store manager was less than helpful. His response? “Oh, well I guess i need to talk to her.”
Before we talked to the store manager my husband and I found a dining set we wanted to purchase and have now decided that we will no longer be purchasing again. I feel like when I asked specially about the price match, that was the perfect opportunity to mention that they actually don’t price match certain amounts or financing....
At this point I feel my only option is to call my local new station and make people aware that we are being told one thing and receiving another, that prices are in fact much cheaper elsewhere and that Ashley does not stand behind what they say.
"
"Twice I have ordered furniture on line and both times the estimated delivery is 1-2 weeks. Then I got emails stating they are out of stock and it MIGHT be available in 4 weeks. But my credit card has the charges pending immediately. Trying to cancel the orders was next to impossible. Currently the charges are still "pending" on my credit card. What a waste of my time. Never again...."
"Extremely disappointed in their customer service and product. We purchased a sofa chaise that was damaged and repaired prior to our delivery. In other words, we received a refurbished product at new product pricing. Completely unprofessional way of doing business/"
"We have been going to Ashley furniture for the past year and bought a sectional and bedroom furniture -these items I love...however we also bought a TEMPUR pedic mattress...I am extremely disappointed and unhappy with how Ashley furniture costumer service handled this mattress initially. We laid on a mattress at the store and it was much softer than what received which we were told...however we were told that after two weeks the mattress would soften up...it has not...I have been waking up with hip pain and my husband has been waking up w neck and shoulder pAin...this is an expensive mattress...fine maybe it is just too firm for our liking but we were told and under the impression we had thirty days to trial and if it was not the right fit we could exchange for a softer one...but this is not the case! it has been a nightmare trying to switch it out ...the costumer service center is rude and short...my husband has had to make probably twenty calls to the store and has gotten the run around each time...finally there is a law tag that is supposed to be on the bed ...we have not removed any tag in the time we have had it so either it did not come w one or was removed in the moving process! Beware to check for this tag when delivered!..I would have checked for the tag when delivered if we knew this would be an issue.-updated: Eventually this has worked itself out and the sales team has been pleasant to work with and helpful-"
"Save your money for another store! It has been two months & I still don’t have replacement for damaged furniture. Delivery drivers damaged my door frame in a brand new house. No compensation has been offered for this. Experience has been very disheartening and stressful to say the least!"
"If I could rate this company a 0 I would. I purchased a bed set in the beginning of November. Unfortunately two days after I received the bed the legs of it broke off which has never actually happened to me so I was confused as to why it would break. And I also noticed the delivery drivers did a very rush job so I figured they didn't screw it in tight enough. Anyways, I called them numerous times and it felt impossible to get in touch with someone. Which was really weird because before I received this bed they were great at communicating. After finally speaking with someone, the woman said they probably forgot to put the slabs and thats why it broke off and that it was no problem that they were going to fix it as long as I sent them pictures etc. I then waited two more weeks for fed back from my pictures for them to finally tell me that I would need to wait for the parts to come in which would take about 1-2 weeks and then someone would come out and fix it.
Fast forward to December which was a month already I was sleeping on a broken bed, I still had no one come by to fix it. I finally got in touch with someone and I asked to speak to a manager. A manager by the name of Madonna took a lot of time putting me on hold to get in touch with people to fix this problem. Her solution was that she was going to send me a brand new bed. She even told me she would text me the next day to confirm all the details. I tried to make sure she would get back to me and she confirmed yet again that I would definitely hear from her. Unfortunately, I haven't heard from her since.
I finally got in contact with someone by January and I was furious. And it's not like I could easily just return the furniture as I bought it with a credit card through their website. They insisted on making me hold on the phone and still gave me no solutions. Constantly people would tell me they would get back to me and never did. It wasn't until I received a promotional email from them and I was just so fed up I replied back to the email with my frustration that I heard back from them. I automatically received an email with delivery instructions the next day.
Now I received my new bed set on January 24th. The delivery drivers, took my old bed and I was in shock by the amount of damage I noticed done to my floors because of the negligence from this company. My broken bed pieces were just scraping my wood floors for 3 months straight not to mention I was also pregnant. I am now trying to contact them about being compensated if not for my time or being lied to and sleeping on a broken bed but for my wood floor damage. Now they're trying to say I didn't contact them about the scrapes on my floor within 2 days of my first delivery date so there's nothing they can do. And that they don't compensate for personal property.
With that being said, please just stay away from this horrible business. I would've been better off going to Bobs Furniture.
Oh and I finally received the parts that I was originally supposed to receive in November, 2 days ago. "
"Three months and we are finally getting the last pieces of our new bedroom set, I will never spend another dime with this company. Spent $3500 on a bedroom set and got treated like a nobody once they cashed our check (which they cashed immediately, not three months later like my furniture. Never got a call back or an apology. "
"Went to Henderson Nevada store a young store sales boy named Gabriel didn’t like that I called him Gabby ( like I do my brother) with the same name
First mistake I made was staying in store after Gabriel(Gabby) said if you call me Gabby then find another salesman and walked away
Second mistake was not to go with my Gut Instinct once you get bad customer service it goes downhill from there
Bought a table Leg was cracked they told me to bring the leg in to see if it could be repaired
New table and they are going
To fix it
I asked for a full refund Nope they don’t do refunds
I asked for a new table to be delivered and pick up broken one
Nope: you opted out of delivery so we can’t provide delivery
They are the worst company
And
I have filed a complaint with BBB
I will continue to let everyone know what a Horrible company this is
Ashley furniture will be out of business before to long
After reading all the other complains
Can’t wait for that day
Customer Service is the Worst"
"bought $3000 worth of beds on October 2019 but they kept saying it will be shipped such and such date and finally was delivered on January 2nd.
But they delivered a bed without hard wear, and parts of the bed we re also missing . They laid the bed all over the bed room as it would be when assembled taming up most of the space, and promised that they will be back in two days. When they say this , make sure to say No way. Dont trust their word for it ever.
. I paid for delivery and set up fee which means nothing I guess, and the product was missing parts also means nothing.. It has been a month an d I have called and called with out getting no where. They keep saying " I apologize" but they don't mean this. I moved the bed piece es to the corner of my room and still waiting to see what they will do to fix the bed and send the rest of the stuff.
I am going to call and dispute with PayPal regarding this issue, and let them hopefully handle it from their end.
I know they have decent furniture for a decent price, but what they put you thru from time to deliver (they will lie about Delievery date and once you pay you are a goner) , top missing parts and will not send the rest of the parts , so you are left with part of furniture which is not usable when you are missing hardware and side rails , and the quality is there either.
Deal with a reputable local furniture store and you can at least see someone face to face than this ludicrous circle they have me going . Never ever will I buy anything from this horrid company."