"I bought a $2300 sectional sofa. Wedge piece was damaged so they had to order a new one. I was lied to about the delivery date of the new pice at least 5 times. We couldn't set up our whole set without the wedge piece. They finally delivered it on Oct 16 and when we were finally able to put it all together a foot was missing off of another piece and the front sinks down to the floor. . Ashley Furniture said it was outside of their protocol and they aren't going to do anything. The customer service rep did everything she could to find a way to make this my fault.
This was a nightmare from day one and worst customer service I've ever experienced."

"I can't get my money back. They brought another one out it was defective as well."

"I went to the York, PA location of Ashley Furniture to see if I could get a king bed to upgrade/match from the queen suite we had purchased about 10 years ago. I was greeted immediately at the front by Lily! I explained what I was looking for, but we could not find it. She showed me alternatives in beds and mattresses, explaining the various mattresses in detail. Lily and I discussed our military families - her husband and my two sons! She (and a co-worker) even recommended a great place to eat lunch. Such a pleasant shopping experience! I could tell she loves her job at Ashley Furniture! Thank you, Lily, for all your help, your knowledge and your friendliness!"

"I hate the customer service"

"My wife and I went to the Ashly store in Johnson City TN and the salesman showed us a couch that we could order online it looks like a nice couch ,love seat and ottoman set but it’s very poorly put together very thin boards in the framing the couch has a arm that is completely broken the back will fall forward on the one side also the loveseat has multiple springs that have popped out of the bottom . But it was only 1100 $ for the set and it looks nice . Very disappointed!!!!!!!!!!"

"They sent me the wrong iprotect Matress size, after waiting 45 min on the phone, suddenly phone drops , so I called back and wait another 40 min. The guy was nice , he said you’ll receive an email to how to return it bc it’s from a third party. Since that day 3 months now, I never received the email. When I called back, there’s no record in my case. I end up getting my money back from my credit card and still have those two Matress protectors. Which I still want to return them if they want.
Will never buy and don’t advice anyone to do so.. they are extremely very busy, and totally out of control. They need to hire more people to be on top of their business "

"Brian was super helpful and was very patient in helping us finding the right couch we needed. He was knowledgeable and experienced in everything we were looking for. If I were to go to Ashely’s furniture again, I would look for him in my future purchases. "

"
Salesman Greg Hulse did a bait and switch and refuse to admit it
We spend 3 hours in their store just because we had to wait so long
for the salesman to help us.
We picked a gray color couch
But the salesman sold us a brown couch
They delivered it late at night instead of the time schedule 2 to 6 pm
My son accepted it not sure of the color with the lighting in the house.
The salesman told us to call the tech department to schedule a pickup
But they refused to because they said that was the couch ordered
It turns out that the salesman did a Bait and switch on us
We picked a gray couch. The model was displayed on the floor but now
they replaced that
model with the model they sold to us
(Brown couch)
Now they refused to fix their mistake.

.


List of dates and contacts after delivery
Every time I called, I have to wait over 30 minutes plus
9/26/19 I called customer service and waited for 45 mins before speaking to someone. I finally got to speak to the manager mr Santez about the issues (he said he will be out for two days but manager Mark or Matthew Smith will call me( neither of them ever called me back to take care of the matter)
9/30/19 I called customer service again and spoke to Miss Dilina (she said she will have the manager get back to me, never did)
10/2/19 call again and spoke to Miss crystal (she said do worry, she will take care of it. She transferred me to Mr. Eric. He said he will talk to the manager and get back to me. He did, said they have to get technician to come and pick up the couch). But they never call me back with the date and time.
10/5/19 I call customer service again and spoke to Angelica to get the date and time of the pickup. But she transferred me to the Miramar store where I purchased the couch and I spoke to my salesmen Mr. Greg Hulse who said they cannot contact the technician from in store that I must contact the customer service again. After spending hours back and forth, Greg give me the number for the technician/ warranty, I spoke to Mr. JR who refused to schedule a technician. He said they can only schedule a tech if the couch is broken not because I got the wrong color. So I call Mr. Greg Hulse again and he said he will talk to his manager and get back to me, he never did.
10/5/19, again I call customer service and spoke to Miss Beverley, who said she will talk to the manager. She said she spoke to manager Mr. Matthew Smith and they will create a credit invoice but will have to send it to headquarter for approval 5 to 7 days.
10/10/19, called again for a follow up but no updated info.

After reading all the complaints and reviews about this company, I realized there are no hope and I am just wasting lots of days/ hours of my time. I am kindly reaching out for help.
Please help the people of this country from being cheated by these crooks, scammers, cheaters.
"

"This is the worst business ever! They delivered the wrong mattress to me and my adjustable bed frame is not working. I worked with the most atrocious customer service personnel I have EVER encountered - they are condescending, flippant and rude! I just want to give the whole bedroom set back but their EVIL customer service people tell me "No Returns." I am so angry and would never ever buy from them again. Buyer beware - NEVER EVER use Ashley Furniture for you home furniture needs!!!"

"I purchased a Dining Room set from the store in October, 2017. During this transaction, I was persuaded to purchase a 5 year WORRY FREE warranty. Recently I noticed the table top is warping in areas near the seams. I contacted Crest Furniture at the warranty number and explained the issue. Before even seeing pictures they advised me that this is not covered under the warranty. I then sent the requested pictures and they again contacted me to say this is not covered under the warranty. I spoke to the store manager as well, who said he agreed with me that this should be covered...but he too was unable to obtain warranty coverage. My 'WORRY FREE' warranty packet states that Wood furniture is covered for "Separation of Seams & Joints" as well as "Chipping, Cracking, WARPING, or Lifting of Veneers." My issue clearly falls into these categories as the wood has Chipped, Warped, & Lifted at the seams. I was even cut by a splinter when I ran my finger across the warped area while checking out the damage. Corporate states that this is 'bubbling' due to moisture (I believe their use of the term 'bubbling' is synonymous with the term 'warping'). I also find it outrageous that they now say that you cannot get the table wet. It is a dining room table where people eat and drink. Ashley Furniture clearly sells substandard products, and fraudulently sells worthless warranties to unsuspecting customers. This claim is backed on a recorded line where corporate employee Phil stated "you know where furniture is made these days,'' clearly indicating they are knowingly selling substandard furniture. I was defrauded by this company who took my money for worthless furniture and a worthless warranty."

"made 2 purchases in Sept still waiting for delivery its over a month since the first purchase
now delivery is expected on the oct 19 , purchase a bedroom set only got the bed and mattress still waiting
I will never shop there again ."

"My love seat was delivered, material torn. Someone came out in July, order replacement material. I have called every month to have someone come and and repair. No luck! Furniture has not been repaired. I was told to beware of purchasing furniture from Ashley. Now I see why. I changed my mind about my bedroom set. Horrible customer service."

"Do not buy from Ashley online store. If you want to return an item you have to pay for return shipping which cost the same amount as the item. Don’t buy from them ! Worst costumer service.... on hold wait times average 40 minutes. "

"I ordered a twin mattress (pretty simple) on 9/13, It said I would have the vip delivery and all, but I never received a call. I called the week before the 3 week deadline and was told they needed to contact the"warehouse" and they would get back to me on Monday. Monday came around no call, so I Called and waiting 30 minutes on the phone holding, only to be told it was the delivery warehouse and that they could transfer me. I was transferred to the delivery warehouse and was asked two questions then literarily they hung up on me mid sentence. As insult to injury, the phone connected me to a survey asking me about my experience...did they really want to know? I called back and waited another 30 minutes and was told they would send a note to the manage of said "warehouse" so I hung up frustrated and again no call.
BTW, Ashley sent me emails the week before asking how my mattress was and asking me to post pictures of it. So today I went and purchased a mattress at a local warehouse and picked it up same day and ohh btw saved like $300 doing it this way. I waited another 30 minutes on the phone to cancel my order. I do not think I would have ever received that order. This was the top 2 most pathetic experiences and customer service I have had in my life. They are completely worthless, litteraly anything is better. "

"Wouldn't let us return. We have to either exchange for same value or greater!!! We ordered a queen size tempurpedic bed we got a king. It cost 9000$ !!! It was supposed to be one payment of 130$ a month we are paying over 200$ with the split payments. Ashley furniture is out to rip you off. I will never do business with them again. "