"My daughter had to sleep on a mattress on the floor for over a month because they changed the delivery date; week after week after week after week. Stay away from ashley furniture. Stay far far far away. "
"They never answer before 20 or 30 minutes of wait, worst customer service experience they delayed my sofa delivery for a total of 2 months when they said it will be 4 weeks. I been having problems with them for over a month and a half now. It’s ridiculous."
"With extra warranty they still don’t stand behind it. They are only concerned for you to spend the money why not actually be able to use it. Complete bull our furniture is 2 years old apparently that how long furniture should last highway robbery and I’ll never buy there and share my opinion whenever asked. Purchased in 2017"
"I have had a problem with my couches since buying them on 11/20/18 . I have had a service tech come out 4 times the first being 12/05/18 and have been told there is no way to fix the problem that I hit wood where there should be padding causing me pain and having to be careful sitting on my couches. Corporate Ashley has stated that this is how they are made and is not a warranty problem.
I have been told by multiple service representatives and my service tech that I need new couches, but Corporate will not authorize it due to the fact that they state it is how they are made. How can they make couches that cause pain and have places that are not and cannot be padded enough. I have been calling and on hold with Ashley so many times and have been given the run around saying I need to talk to Corporate when talking to the store, then Corporate says to talk to the store to get new couches. I just want a refund as I don't think I can get good quality couches with Ashley Homestore. I was complaining about problems from the very beginning.
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"Purchased 2 pieces of furniture from Brookfield store which never arrived. After 3 weeks I called the store numerous times over a week with no response. Finally had to submit a claim to my credit card to get a refund. I’d never visit or buy from this company again."
"Unbelievable we tried over and over and over to contact the store to ask if we could buy something over the phone. Store doesn't answer gets hit the corporate they say we have to go into a store. We didn't want to order it online cuz there was a $78 delivery fee. Drive down to the store. Guess what? They don't sell anything out of the store they wanted $100 to deliver the same damn item I could have ordered online from the store and Colton! Absolute complete and total crap.
Whatever you see you can't buy it there a delivery fee and it starts at $100 ladies and gentlemen!"
"I came to pick up a clearance loveseat and I was told to come back in 1 hour because the picker for clearance items aren't in yet. So an hour later I returned and there isn't anyone here yet to assist with grabbing it. So another hour later still sitting here waiting. I will never come here again. Plus I'm closing out my account once my account is paid off. Why would you have a separate team that does that. RIDICULOUS!! "
"In the store they are almost nice, I actually bought a queen bed and a picture frame. My wife asked if she could take the frame with her and the salesperson (James) made fun of her saying "How can I sell more if I don't have it, hell no! But we had already made the purchase.
Delivery was set to be in 3 days - great right? A day before delivery that same salesperson called me that the picture frame was available for me to pick up at the store. I made sense if you think on logistics - one thing is to deliverer a bed, another is a picture frame... but when I got to the store - surprise! They guy said: "It's right there on the wall, take it!".
I've exchanged words with him about how disrespectful he was with my wife when she asked about it and not I had to remove the picture from their wall?
Not the end... Next day they delivered the bed - or part of the bed... I could not check anything, they just dropped the boxes and left. No surprises as they did not bring the side panels and rails.
Also, in the store it was a nice white wood bed - what I got had tons of wood nodes - which did not have in the showroom...
Now if you look at the small letters they state that wood nodes are not considered imperfections - that it actually makes it prettier - but they don;t put those in the showroom.
Also they don't accept refunds after the delivery is done - no wonder why the delivery guys were soooo quick.
I have been trying to reach their warehouse for the last 2 hours - no one answers it - and the store manager said that it is not his problem and that I have to resolve their problem with their warehouse. Horrible customer service - tricky sales - and you are left with the stress of dealing with their warehouse folks who should be fed up with **** customers...
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"I ordered a new bedroom set from Ashley Furniture online back on 9/2/2019. The bed frame and night stands came via UPS shipping and arrived with little to no issue in about 2 weeks. As of 11/25 i still don't have my dresser which i paid a separate $150 dollars to have the deliver "service". I have scheduled delivery 3 times each time spending over an hour on hold. The deliveries are 4 hours that they set the day before delivery. The first delivery was a no call no show and didn't tell me until i called that they never received the delivery from the manufacture. This was after i wasted 4 hours. The second deliver after i confirmed they had actually received the dresser this time was so damaged I don't know why they put it on the truck wasting another 4 hours. The last item is while Ashley furniture is part of Morris furniture their systems don't communicate, which is a problem when what you order from Ashley is being delivered by Morris."
"I have to say I was at first impressed with the store offerings and service. But service after the sale is extremely lacking. First, at time of purchase the manager was more concerned that he wouldn’t meet the daily quota due to the credit card machine not working. That should have been my first sign. My second was the concern I expressed when I was told delivery would take “2 to 4 weeks”. The manager interjected that he had the “secret code” and could see that my items were in the Philadelphia warehouse and there is no way it would take more than two weeks. It took four. On delivery day I was called by Midlantic shipping informing me that my items were damaged and it would take another 4-6 weeks for replacement. I told them to unload the truck as I would be refusing the order. I was also supposed to receive a refund at time of purchase due to sale pricing and four weeks later I still did not receive it. Upon contacting the store, I spoke with someone who was very apologetic and said “I don’t know why they told you that, they’ve been doing that a lot, however stop by and you will get refunded.” Upon arrival I was informed my items were still on the truck and they could not process the refund. I explained I spoke with the shipper and they were removing the items so that was not possible. They told me they would call later that day once the shipping company scanned back the items. Never called. I went in the next day which was a Sunday and then was told that the items were still listed on the truck and they could not proceed refunding my items. Still on the truck? On Sunday? The shipper was closed. I offered to drive someone to my home to see the huge gaping holes where the furniture was supposed to go to prove I didn’t have their furniture and they refused. They have over 4K of my money and I have no furniture. This was purchased four months ago to ensure I would have it for Thanksgiving. Now my family will be sitting Indian style on no furniture and I still don’t have my refund. The stores are nice. The furniture appears nice even though it’s all veneers and not real wood but their systems are the worst. Now I have to take off work and fight yet again for a refund. I highly encourage anyone considering this store to go to Haverty’s or Gavigan’s. You’ll pay more but the quality and service delivery cannot be beat. Bob’s is also a great alternative and more in line with their pricing but these crooks are not worth purchasing from. "
"Bought my furniture and came defective.
It has been almost a month and nobody seems to care to send a technician to come and swap furniture.
Excuses after excuses and I’m still waiting for Ashley furniture to do right by me as a customer.
I will not buy anything else from them"
"We just purchased our first home and since our huge sectional did not fit, I needed to buy something on the fly. I purchased the Bladen sofa set online , delivery date was 11/4 which was perfect since we were moving in on 11/6. Fast forward to 11/16 and my 140lb son simply sits on the sofa and the entire frame cracks! I call the customer service number, was waiting for 20 minutes only for someone to hang up on me. Call back, another 20 minute wait so I go into the nearest store where they explain that there is nothing they can do because it is the ecommerce side of things and corporate deals with that. So I call the same number again, wait 40 mins and the guy that picks up tells me that it was our fault and they cannot do anything - I'm like I literally had this sofa for 10 days and there is no reason a child sitting on it should break it! He asks me to send him photos, I do. He tells me that a service department will call me in 3 business days to schedule someone to come out and "fix" it. I ask him if it is possible that I can simply exchange it for something more expensive and durable because I do not have faith in them "fixing" it - he says no. So there I am , a week from thanksgiving running to TRP to spend $3000 on more sofas so that the 23 people I will have over for dinner have a place to sit. I cannot stress enough that this place does not have their stuff together as far as customer service. There are entirely too many "departments" and finger pointing. You think you are purchasing from the same place online as the store, but ecommerce is entirely different and the stores are merely licensed stores and nothing more. You are paying for the "ashley" name essentially - and corporate is too big to give a rats a$$ about customer service which is why it **** so bad. "
"DO NOT SHOP HERE! This is by far the worst place to buy furniture. They delivered my furniture and it was broken. It took them two weeks to send someone out and they could not fix it. I wanted to return everything at that point and there are no returns! They then sent a person to my house five more times and they did not fix it! I spent about 8k on furniture from here and it is all cheap broken junk. If you buy from here and the product comes through your door, you are stuck with it. You are better off sleeping on milk crates! I do have all my receipts from when I purchased at this store and will be glad to prove my claims to anyone. I challenge them to prove otherwise! Do yourself a favor and do not go to this store or I am sure you will share a similar experience. Once they get your money you are screwed!"
"We purchased a king bed frame and a discontinued sofa/chaise from the store in Greenfield. Their delivery was less than stellar, arriving more than 4 hours late from the scheduled time frame. The delivery guys must have been new, they could not figure out the logistics of moving the furniture into the house. They unpacked the boxes in our breezeway and proceeded to drop the underbed storage drawers from the footboard and chip the finish off both of them.
We were supposed to have the sofa/chaise too, but apparently the ottoman for the chaise portion never made it onto the truck in Stevens Point...here we are 5 days later and it is in the managers office waiting to get loaded onto a truck.
We were charged well over $100 for delivery and I am still waiting for the rest of my furniture.
DO NOT BUY ANYTHING FROM ASHLEY FURNITURE... I have been given nothing but excuses as to why I can't have the ottoman, no one seems to know anything ............they are completely useless. Phone call after phone call and no resolutions...."
"This series of events baffles me but here is what happened. I moved into an apartment and needed new furniture. I went to the Ashley Furniture store in Silverdale, WA and selected a leather, power recliner love seat, coffee table, a small dining room set and bedroom furniture. A total of more than $5,000. The store told me that the furniture would be delivered the following Friday. I got a text in a couple of days saying delivery would be between 8 AM and noon. I scheduled a day off from work for myself. The next day I got a voice mail that they had rescheduled my delivery for between 3:00 PM and 7:00 PM. I stayed home the entire day waiting for the delivery. Around 4:30 PM I noticed a white delivery truck outside my apartment. It was moving slowly away through the parking lot. I went outside to see if it was the Ashley delivery folks but they had already rounded a corner. I did not know for sure if it was an Ashley truck or some other delivery company. I walked the other direction to intercept them thinking they were having trouble finding my building. By the time I got there the truck was pulling out of the parking lot onto the main street. I waved at them thinking they may just be lost but they just continued driving.
I thought that maybe it was not the Ashley delivery truck so I sat at home waiting. Finally, around 5:45 I went on the Ashley website and clicked on Track Order. The status said, "Could not deliver". I called the customer service number and spoke with a man about the situation. He said that the GPS showed that the truck had been at my location but that no one was home. I said that I had waited all day for the delivery and was definitely home at the time the delivery truck came by. He told me the drivers are instructed to take a photo of the delivery location if no one is home and that there was a photo of my apartment. I said, "That may be but no one knocked on my door to announce they had furniture to deliver". He said he couldn't do anything and I would have to call back the next day to reschedule delivery. I told him I wanted to cancel the order and he said he was unable to do that. I asked him to transfer me to someone who could. He transferred me to customer service. I waited on hold for 20 - 30 minutes before someone finally answered. I explained the situation and asked if they could help me. The Customer Service Rep put me on hold and, apparently, contacted the delivery department. When she came back on the line she told me that she had seen the photo and that it was obviously taken from the parking lot and didn't look like they even got out of the truck. She said that she was trying to contact the delivery manager and re-schedule the delivery and that she would have to call me back.
On Monday, since I had hot received a call, I went to the store and asked to speak to someone about the situation. I spoke with a customer service rep who informed me that they wouldn't be able to deliver my furniture until eight days later. I said that that was unacceptable and asked to cancel my order. She said she would have to get her manager's approval. She spoke to someone for a few minutes and then he came to talk with me. He asked if there was anything he could do to make things right. I told him that if he could deliver the furniture that week I wouldn't cancel the order. He told me that this wasn't the first time this has happened. He said that Ashley was finding it difficult to find qualified drivers in the state of Washington and that they were forced to use contract delivery companies. He explained that Ashley deliver personnel were paid by the delivery but the contract drivers weren't. So, they would drive by the delivery address because they knew that they were being tracked by GPS. Apparently they get paid whether they actually deliver the furniture or not. He said he would raise cane about this and wanted to know what days I didn't work (so I wouldn't have to take another day off). I told him Saturday and Sunday. He said they don't deliver on Sunday but that he would try to arrange a Sat delivery and would call me back.
This is Thursday night and hadn't heard back so I called the store and asked to speak to the manager. I was told that he was on a call and could she take a message. I explained the situation and she looked up my order and said that it was scheduled for the following Tuesday. I explained that the promise the manager made was a Saturday delivery or I would cancel. She said she would pass on the message. A short while later I got a call from someone else at the store who told me that they couldn't make the delivery until Tuesday. Once again, I explained that that was not acceptable and that I wanted to cancel the order. She said that I would have to come into the store to do that. I said I would come in the next day.
A little while later the manager I spoke to on Monday called me back and asked what the problem was. I reminded him that I had spoken with him in person on Monday and that he said he would try to arrange a Saturday delivery and call me back. He said he didn't recall that and that he speaks to a lot of customers everyday. I told him I wanted to cancel the order and he reiterated that I would have to come to the store. Tomorrow I will go to the store and cancel my order.
I am amazed that a company like Ashley Furniture can treat a customer as cavalierly as they have me and stay in business.
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