"They teach you how to cheat your customers and call it a normal standard of business for successful selling. I quit."

"On 9/27/19, my family visited the Ashely store in Columbia, Md. We were in the market for a dining room set. Eric B was our salesperson. We selected a set but it was not marked. We told Eric the configuration we wanted and he even took several measurements for us. We were ready to buy after he came back with a quote of $700.00. He explained that they were having a great sale, but the Super Saturday sale was going to be even better. We asked to put a hold on the set or make a downpayment just in case it was more expensive the next day. We were assured over and over again that our information and quote were safe. He even had me go to the computer with him. We left excited and ready to buy the next day. We came back to the store on 9/28/19 after a very long day. My husband is recovering from surgery and I have a leg injury so we were expecting to just go in and pay. What we encountered has been a total nightmare. This store is playing some sick and twisted game. Our new quote was $1,200 MORE THAN THE DAY BEFORE. This must be a joke. We traveled out of our county and passed the Ashley that is 5 minutes from us, because of the promise by our salesperson. After I kindly reminded him that 3 adults were witness to the quote given the day before he disappeared for a good amount of time. Finally he came back with the outrageous lie that all of our information and quote from the day before had been lost. Well that is convenient. Then the quote changed to $700.00 ABOVE THE QUOTE FROM THE DAY BEFORE. So, now you think we are stupid and can't calculate the cost of furniture. Unacceptable unprofessionalism for any business. Eric then said he forgot to add in chairs. How is that possible, it's a set. He measured the chairs at my request. TRY AGAIN!! Once again the math didn't add up and he was dumbfounded. Finally, I showed him the Ashley website and the set was significantly cheaper. At this point I asked for the Manager Gary that I had spoken with the day before. Gray acted like he had never seen my family before. I explained the situation, the website, and the quote given. The salesperson Gray did inform him that he gave me that quote. Gray said too bad, that it was beyond him. I asked for the district managers contact information, but was told he didn't have it. That was a lie. What store manager doesn't have his bosses contact information. I told him I would be contacting corporate and he was all too happy to give me the number. Then to add insult to injury, he said if they honored the quote great. The manager should have held his employee responsible for the quote and honored it. Not wasted hours of our time, and gas. I left with my blood pressure elevated and a pounding headache. Even my 3 year old was frustrated to no end having to sit and wait over an hour for the salesperson and manager. I will be contacting corporate, the district manager, and leaving reviews on every possible site imaginable.
"

"After ordering a dresser on the website using Paypal. I found out I would not be in town during the scheduled delivery date and I couldn't be sure what date I would be home, so I called to cancel the order. I received an email confirmation stating the order was cancelled and that I would not be charged. I called back to remind Ashley Furniture that I'd already paid in full, and I asked when I would receive a refund. I was told that the transaction had been voided and that Paypal was holding my money That was almost 10 days ago. I have since filed a dispute with Paypal (Ashley Furniture refuses to respond), and I've tried calling Customer Service again to speak to someone. After over an hour on hold and no resolution, I plan to escalate this to the Corporate Office. I will never buy from Ashley Furniture again, and I suggest you don't either. "

"Purchased a $1000 bed and received the wrong one. Called and was told that was the one I ordered. I had paperwork and photo. Was told by General Managwr we would have to take it apart and ship to manufacture and bring in a piece of it for them to review. He was rude and while I was talking he handed the phone to someone else. My neighbor said the ha a horrible experience also with them ! I have reported them to better business!"

"This is the only complaint I have ever written and honestly I struggled with it. But after sitting on the phone for a second time today because the first time they hung up on me, the second time now over 30 minutes to find out my couch won't be there *at the warehouse* until October 19 (it's sept 19 now) not delivered BUT at the warehouse...delivery is still up in the air because we are out of the area...I thought yes, I'm writing this. (For those of you who like to critique grammar...yes I read your review...I'm well educated...just angry.)

I could go into all sorts of details of hours on the phone, sitting at the store for answers, calling corporate....still no furniture, no answers and its been over 6 weeks. Read that again, STILL NO FURNITURE.

The people running the corporate store are at best a joke. The entire company is a complete joke. GO ELSEWHERE. DON'T MAKE THE MISTAKE I MADE AND SHOP WITH ASHLEY FURNITURE.

Oh yes, on the phone for a third time because the rep said there was no supervisor available and hung up on me. That, my friends, is what you get with Ashely furniture.

Next step...Better Business Bureau..."

"If I could give a 0 star review I would!
My boyfriend and I went to look at furniture and decided on a few items on 7/28. We went back and ordered the remaining furniture on 8/4. The sales associate we dealt with the first time put a TBD date on the original order for delivery so after our second order was put in it was scheduled to be delivered AFTER the second one. I went back up on 8/14 to confirm the delivery dates so we could coordinate our days off work to be there for the delivery people. I was given the dates (3 different ones as they were delivering items on different days because the couldn't get all at same time). 2 weeks later we received a call from their delivery department saying that the delivery dates were scheduled and different from the dates the sales associate provided me. The sales associate told me he involved his manager and they are working hard to fix it. He then called and left a voice mail confirming the new dates. I told him I had to try to switch my days off at work so need to make sure the dates are confirmed. He assured me they were. I messaged the rep again on 9/6 as he never told me what products where going to be delivered which dates as he said he would. He messaged me back apologizing and said he would get that to me that day. Never heard from him. Messaged him again on 9/9 giving him the benefit of the doubt that he sent to an email instead of my phone etc. Nope, he made an excuse that he was off work for a few days and would then confirmed the dates for delivery of 100% of the order--PROBLEM...the date was NOT the one he assured me of. Again, I had to go back to my job and try to change the dates which now was 9/27 (which FYI was 3 weeks later than the ORIGINAL date). We are having a house warming party the 28th so my boyfriend went and spoke with the sales associate in person on 9/18 and confirmed and stressed the importance of having it all delivered on 9/27. He assured us AGAIN. Now it is 9/20 and surprise, surprise the delivery people just called and said the delivery was now 10/6 (after our party!) as their warehouse is "backed up" and "behind on orders". We are the customer and have been lied to the entire time. The issues Ashley has with being behind is NOT OUR PROBLEM, IT'S THEIRS! The stress is not worth it and honestly if we had time to cancel and go with another furniture company we would but we are a week and a half before a party and so have no option but try to battle the company that doesn't care to get it to us by 9/28.
"

"My Order was never placed because the system isn’t compatible with Apple software. I was under he impression that my Order was processed as I awaited a call for delivery confirmation, only to find out a week later that it didn’t process because I used a Mac book computer and their system doesn’t notice iOS used.

That is the craziest thing I’ve heard. But what makes matter worse I sat on the phone and waited 45 mins just to talk to a rep. Smh. I will not recommend this company. Due to the inconveniences "

"I purchased furniture from Ashley Furniture on W Broad Street in March and it’s still not right. The customer service and store managers could care less after the sell is made. I have yet to receive a call back from the management team. Worst experience ever and quality of furniture. "

"I ordered a floor lamp on line on July 26, 2019. It is now September 13th and I have not received it or any info regarding shipping. I have called there customer service number ***-***-**** for several weeks now.. varying the days and times. No one ever answers!!! I have been put on hold each time for over a half hour, before I give up and hang up. I went on Ashley.com and left my info., as instructed, no one has gotten back to me. Absolutely horrible customer service and I will never order from them again! They should be reported.
"

"delivered broken furniture with missing pieces. will not replace it, want to clean it and send us the parts. go online to your state attorney general and ask them to read facebook complaints. they will notice they are all the same. it is really fraud, they want to come 10 weeks later to look at the furniture to see if we can return it. what they didnt give us all the parts and its dirty and now we cannot return it and get a refund. send an email to the customer service VP"

"The furniture is pretty good, but the customer service is the absolute worst."

"Horrible! Wish I could rate 0 stars. Poor customer service
Furniture wasn’t there for pickup
Then delivery was two weeks out
No sofa and loveseat for my housewarming
And offered $100 store credit
What a joke
I see they are known for this
Ashley, you ought to be ashamed
I hope you go bankrupt "

"The make promises the can’t keep, I was advised my delivery date was today no phone call nothing I call them and now Kristen at the Sanford Florida branch says the best we can do is next Tuesday really 5 days away. I have company coming in and NO mattress and the best the General manager Gabby says is that we will give you $53.50 back on your card for the inconvenience. It’s not about the money it was about receiving my mattress."

"Their customer service is HORRIBLE. We ordered a bed which was delivered to our new place on August 11, 2019. Their staff looking into inventory forgot to pack bolts needed to connect different parts were missing......so we excused the delivery guys who were nice.... its the third week and we haven't heard from them regarding the delivery of BOLTS and INSTALLATION of our bed. They are sooo bad with their customer service that we didn't even felt like buying sofa for our new house from them. We bought sofa from Pacific Lifestyle surprisingly their customer service was tooo good unlike Ashley. Me and my husband are regretting our purchase from ashley!! We have mattress, adjustable base, bed frames but because of the stupid mistake of ashley people i.e not properly packing bolts we havn't got a chance to enjoy our new bed. Below is the link of the bed we bought:

https://www.ashleyfurniture.com/p/ralene-queen-upholstered-panel-bed/APK-B594-QPB.html#q=ralene&lang=default&start=1

No doubt I like wooden framework of their furniture,previously I bought dining table which I love and a love seat which got a problem and got their inspection guy look into the matter after 1 month. Because of their poor customer care ASHLEY HAVE LOST ME AS THEIR CUSTOMER and WILL ALWAYS CAUTION MY FRIENDS AND FAMILY."

"Went into Ashley's near my job to purchase a couch for my home that I just purchased. I walked in no one greeted me and sales reps. just sat around and not acknowledging me. A woman with her teenage daughter is walking through the store and the sales reps are walking past me to go and assist the the woman. Not sure if they were profiling me based on my appearance or age or just didn't think I would have the money and I would be a waste of their time. Finally the manager approached me, I disregarded the lack of customer service and signed up for finance option and bought the couch.
Delivery day!
I was working from home that day. Delivery team set up the couch, I signed and walked them out. Two hours later when I was done working, I inspected the couch and realized there's stains, staples coming out, a corner completely damaged. I called the store and the manager gave me the excuse that I should have refused the merchandise and there's nothing he could do now that it's been delivered and I should call customer service. I advised Juan, I was disappointed I expected better but I called customer service and filed a claim. Sent pictures and customer service said per their policy they will not swap it out but will fix it. A few weeks pass by and I receive materials so a tech can come in and "fix it". I schedule an appointment for Saturday, August 17th and was advised I would receive a call the day before. 8/17 comes around and I never received a call so, I call the store and I confirm if my appointment was still on for that day, the woman on the line confirmed my appointment was from 1-5pm. I decided to sit to work on my front lawn so when, someone showed up, they wouldn't miss me and I could see them immediately. 5pm on 8/17 and no one has bothered showing up or calling. I call the store again, the woman I spoke to this time incredibly rude, I explained the situation 4x and asked to speak to a manager multiple times, she refused to let me speak to a manager and pretty much called me crazy and told me I never had an appointment and I needed to file a new claim. I called Juan, the manager and told him I never want anything to do with Ashley's, I was very upset since the woman I spoke to before brought me to tears. He apologized and said he would reach out to his superiors and take care of it. 4 days go by, I haven't heard from anyone, I reach back out to Juan and he sent me a picture of an email he sent out and apologized again. 6 days go by, still nothing. I text Juan again but this time he did not respond. Tuesday 8/27 finally someone reached out to me. Nicole from customer service, she tried to schedule another tech to come fix the couch and was very apologetic about the whole situation. I told her I did not want anyone from Ashley's in my house ever and what I wanted at this point was a credit for the damaged couch and to never do business with the company ever again.

Nicole offered $150.00 credit and told me she would send me an email that I would have to pretty much agree. When I got the e-mail I laughed. It states that I will receive a credit of $150.00 (the delivery fee) but
Please note that furniture that is accepted “As Is” is no longer covered within our One Year Limited Manufacturing Warranty. Now, what does the manufacturing warranty have anything to do with me receiving a credit for a damaged couch? Exactly, I responded to Nicole I do not accept the credit under those conditions.



At this point, I want a proper resolution. "