"Knowingly Hides Bad Product Reviews

We were looking at the Wilcot Sectional both online and in store. The sales associate told it was a high quality couch and would last a long time. It was listed at near $4,000 (+tax +warranty), but "on sale" for $2,250. I was concerned the web site didn't show any reviews for this couch even though the salesman said they had been offering it for over 18 months. Then I noticed that I couldn't even leave a review for this particular product (the "Review" tab was completely missing). Most other products showed reviews. Being a web developer, I looked at the source code for the page and found the product had 152 reviews averaging 2 stars (on a scale of 1-5). I could only see the first 8 reviews, but 7 reviews were 1 star and one review was two stars. Here are snippets of those reviews:

1. Worst Purchase of My Life
2. Very disappointed in the craftsmanship of this set.
3. Unsatisfied and not happy. Would highly not recommend...all the fabric frayed weft within three months of me having it
4. we are very upset with out purchase!!
5. Beautiful but not durable...
6. Poor quality...very dissatisfied
7. Terrible Quality
8. Wears VERY poorly. We had high hopes for this piece but were extremely disappointed after 1 month of use.

I'm OK with retailers selling cheap crap. Sometimes a lower quality item and a cheaper price is what we need.

However, I find it near fraudulent that a company would accept customer reviews, but only show those reviews when they are positive and it helps sell furniture. However, when the reviews show the product falls apart in less than a year, they hide the reviews. What does this tell about the business? That they want to make money and any cost to the customer. They are trying to mislead the customer.

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"Delivered damaged twin recliner. Truck guys refused to take it back. Called customer service then send a technician who can’t seem to fix the damage recliner as good as the manufacturer. Been dealing with this problem dince April of 2017. Ashley refuses to replace the damaged recliner for a new one"

"I recently purchased a living room set, two beds, two mattresses and an ottoman. A couple of hours after the purchase, I received an email explaining that I needed to contact Ashley for delivery. I called the number that was provided and explained to the representative that I would be moving into my new apartment on March 10th. She said that was OK because they had plenty of available times on that date. She gathers my information and then promptly stops and says that she cannot see my order and that I would need to call back the next day. I called back the next day, thinking that I could have my stuff delivered, you know on the day I am moving in, that the representative said I could. I talk with another representative that then says I cannot have my things delivered until March 14th. Now, this is in the middle of the work week and 4 days after my move in. I call my home store and the corporate office and because I did not take down the name of the original representative that told me I could have the delivery date of the 10th, they flat out acted as if I was lying. When I called to cancel my order, the guy on the call was very rude. I will NEVER purchase anything from this place ever again. I will also spread the word to everyone in my network about how they handle business. This shouldn't matter but I am currently pursuing my MBA and for them to conduct themselves in this manner is abhorrent at best. "

"Spent a lot of time shopping for a couch. Went to the Mississauga Ashley Homestore and found a comfortable sectional. $5500 spent on the couch and matching ottoman so not a "cheap" couch. Questioned the salesperson re the fabric and was told that it was extremely durable and that it only comes in that one fabric and it is selected for it's durability. High pressure extended warranty push by the manager. I wish I had read the warranty better before buying because the fabric is not guaranteed at all. "Fading, pilling and shading are characteristics of certain types of fabrics and are not defects (?). Manufacturers of upholstered furniture do not warranty for wearability (?) or colour fastness. Ashley endeavours to sell ONLY THE BEST fabrics based on the information from suppliers but we regret that we cannot honour adjustments, claims or credits on the wearability of colourfastness of fabrics". Surely they employ someone with knowledge about fabrics.
Couch looked good on delivery. Immediately after delivery on January 8, 2018, we noticed that a seam on the one corner was not on the corner and the fabric was pulled and puckered. They sent a rep out to see it and agreed it had to be fixed. While he was there we mentioned that the cushions were all lumpy and the fabric on the chaise was stretched and loose and looked like an old couch after just over a week of owning it. He said that the cushions have a foam centre then are hand stuffed with polyester and lumping is unavoidable. I discussed that with my partner and he said we will address it with the person that comes to fix it. Finally on February 27 the repairman finally came. I addressed the issues with him that included: the chaise fabric loose and the seams puckered, cushions lumpy and seams puckered, corner seat raised at back, lower at front, one cushion 3" higher than others on the end, back cushions loosely stuffed and lose shape and look old and baggy. The couch is 2 months old and looks like an old crappy couch. He said the fabric is stretchy to it will loosen, the puckering of the seams is because it is so stretchy, the chaise is not going to get better and the loose fabric is just because of the quality of the fabric, the back cushions need to be flattened out on a hard surface so they look okay, the seam puckering all over the couch is because the material pulls and stretches. We LOVE the size of the couch, the colour, the soft material. It is HORRIBLE QUALITY... THE FABRIC, THE STUFFING, THE SEAMS PUCKERING, the pile flattening... 2 months. The service dept called yesterday, March 1, as the repairman noted our concerns and AGREED with them. *HE SAID HE HAS BEEN TO OTHER HOMES WITH THE SAME COUCH AND SAME CONCERNS** Service dept was BRUTAL. The first man I spoke to said "YOU picked the couch, you saw the fabric" and then said "YOU SHOULD HAVE DONE YOUR DUE DILIGENCE!!". What? I told him as a consumer I trusted the salesperson telling me the fabric was durable and that since it is the only fabric Ashley sells that couch in that someone from Ashley should be professional enough to know. I asked to speak to his supervisor and that was worse. He basically said the same thing. Buyer beware. They do not guarantee fabric. We should have picked something with a different fabric. He told me we could exchange it and pay 10% restocking fee. I told him we love the couch. It is the quality and wear that is horrible and that is not our fault. After talking to him for a while I knew I did not want another Ashley product. He said 25% restocking fee for return... of a couch that was showing wear when the FIRST service person came out after a WEEK!!! I asked to speak to his supervisor and he told me she did not want to talk to me. I asked her name and he said he hadn't actually spoken to her yet. He would not listen. He kept talking over me. I actually admit I had to scream at him to be quiet and quit reading his script and LISTEN to what I was saying. He kept saying it is your choice to return it, you do not like it. WE LOVE the size, the initial look, it's perfect in that way. WE DID NOT JUST CHANGE OUR MIND. The QUALITY of the couch is disgusting. I have never returned a piece of furniture in the 57 years I have been alive. Never. THIS IS A HORRIBLE SITUATION. THEY ARE IMPOSSIBLE TO DEAL WITH AND THE PRESSURE TO BUY THE EXTENDED WARRANTY WAS HORRIBLE. IT'S WORTHLESS. **THEY DO NOT STAND BEHIND THE QUALITY OF THE FABRIC, THE STUFFING, THE DURABILITY OF THE COUCH AT ALL*** The supervisor DID NOT call me back."

"RUN AWAY !!! Customer Service **** very very bad. Cannot get refund ever. once they get your money, they deliver **** torn missewn stuff from China dipped in cancer causing chemicals and expect you to accept delivery attempt after attempt to give you the same crap. The new Ashley isn't the same as the old Ashley stores from 10 yrs ago. Stay clear. If you want quality furniture,"GO TO HAVERTYS" Is what the customer service supervisor Stacey in Ft. Mills told us."

"I bought a living room set in November. Delivery was set for mid December. The first attempt the couch was ripped and we sent it back. the 2nd attempt the same thing - ripped. They left the couch so we had something to sit on. The 3rd 4th and 5th attempt were all the same- rips in various place on the couch. The 6th attempt was caught at the warehouse and they never delivered it. I called multiple times most calls were ignored. I asked for a refund and was told all sales are final. (mind you, I have yet to receive my couch) They then offered a 30% discount to keep the ripped couch. DO NOT BUY FROM THESE PEOPLE. THEY SELL CRAP FURNITURE ONLY TO BE SECONDED BY THEIR TERRIBLE SERVICE "

"We were looking for a new mattress for our bed and were impressed by the knowledge of our sales person, Gina Hite. She was very knowledgeable and was able to answer any questions we had for her. "

"I went to the Ashley Home Store Outlet located at 3503 W. Gate City Blvd. in Greensboro, NC. I needed a new mattress and box spring to really help my aching back. I had one of the best sales lady, Amy Newhold. She not only was very patient, but also found me the exact quality mattress in a budget I could afford that felt Great!!! Also, the salesman, Lonnie was very helpful in explaining the different types of mattresses. The customer service was so great I just had to let others know about it."

"I wish I have checked the reviews before I went there to purchase. With all the bad reviews, they simply don't care. I ordered a complete 8 piece set - soft, loveseat, accent chair, coffee table, 2 side tables and 2 lamps, and 1 separate loveseat. After delivery, sofa fabric was broken, 2 side tables have missing end caps, 1 lamp has mold with water damage. The worst of all, they put the wrong item # for the loveseat. The salesperson refused to admit the error. I even told them if they could do the exchange I would buy more, but they simply declined and they didn't even care. Managers and salespersons in New Rochelle NY store are simply terrible."

"I WAS IN YOUR FURNITURE STORE THIS PAST WEEK AND WANT TO LET YOU KNOW WAS VERY PLEASED WITH THE SERVICE FROM ONE OF YOUR SALES PERSONAL BY THE NAME OF BURT FATTA. VERY PROFESSIONAL IN SALES AND DID AN OUTSTANDING JOB."

"Four years ago we bought a sofa and 2 matching recliners, with 5 year warranty. Within a year the 1 chair started to peel, the the sofa, then the other chair. We have tried 3 times to get them to stand by their product and they won't and neither did Becker Furniture World in Minnesota. We sent picture too. It really pieces my husband and I off that we spent like $3000+ for furniture and warranty and we get junk. Our kids are grown and on their own, so it's not like there is a lot of abuse to them. So my suggestion is not by Ashley products."

"They are a horrible company they are pushy once they get your money there there customer service suxs. First we were told the chaise only allowed on one side of the couch and they sent us the couch with the chaise on the wrong side but i had to keep making new delivery dates because they would not accommodate the time frame for me only what they felt best for them. So i had to take a day off work. Then they had to come to fix something about 3 weeks after i got it and again they wouldn't accommodate my time had to make a couple appointment finally they came on a saturday (but had looks like I was wasting tbere time) the guy walked in looked at the couch for 3 second and was all ok i gotta order the part to fix it and will be here within 2 weeks now going on 3 weeks and no parts no calls or follow up. This comapny can care less about good customer service once they have your money. I will never buy from them again. I paid good money for this couch too. "

"Missing items on day of delivery, nowim sleeping on a matress on the floor til saturdsy!!! Not happy at all!!! "

"I just returned from the Ashley Furniture Store in Houston, where I purchased a sofa, love seat, large chair and ottoman. Our home was flooded in Hurricane Harvey and we are just now beginning to replace what we lost. The lovely salesperson Felicia approached me when I entered and asked if she could help me. While I had just planned to look around, she listened to what I was looking for and led me to several options that were excellent fits. She used her own phone to take photos of the pieces and send them to my husband for his opinion. While I purchased a four-piece set on the spot to take advantage of the one-day discount, Felicia assured us that we had 72 hours in which to cancel it. My husband and I will go in tomorrow and make a final decision, and we'll make it a point to be there when Felicia is there. We will also consider buying several cabinets to replace those we lost, as Ashley's has a wide selection of very nice ones. We were encouraged to purchase the very reasonably priced protection plan for the fabric-covered ensemble, and I believe it is money well spent. Finally, Felicia said that it was fine to wait to have the furniture delivered to us until our home is repaired completely and ready for us to move back in, which could be as much as four months from now. My experience at Ashley was outstanding, and much of that had to do with Felicia. She is warm, knowledgeable, engaging without being pushy, and she listens very well to the customer's needs and situation. I look forward to returning to the store tomorrow with my husband!"

"I called to speak to customer service regarding my account because I was charged an extra $350.00. The man I spoke to in the beginning wouldn’t listen to me so I requested a manager. The manager (a woman) spoke to me and hung up on me without fixing anything. She said she couldn’t remove the charge at all and I was basically screwed. She was extremely rude. I couldn’t even review her call because she hung up on me. I called back and asked the woman representative to transfer me to a manager. I spoke to a manager James Brown (clearly fake names) and he fixed the fee and was polite enough even though I was upset with the lady who hung up on me. Thank you James Brown or else this review would have been complete nasty. I am very dissappointed that the manager hung up on me with zero regards of customer service. Regardless I will not be making purchases with Ashley anymore. "