"Where to begin...

My partner and I purchased an 8-piece bedroom set from Ashley's, along with a couple of lamps. It came to $5000.
It was supposed to be their "Inventory Blowout" sale, but honestly speaking —I work in the business. Their sales are all the same essentially. If the items you want are not on sale, either wait a few weeks until they are, or just shop at the many places that sell Ashley's Furniture. (i.e. Snugglers Furniture, Liquidation City, Koch's Furniture, Dal's Furniture, Park's Furniture, etc.) These places will have year-long "Inventory Blowout" prices. Ashley's Furniture itself is a rip-off.

Moving on...

Delivery day and Moving Day fell on a Saturday and my partner was the only one at the new apartment. The delivery drivers were rude to my partner, didn't show her any respect, and deemed the steps to our apartment "unsafe". They claimed that the dresser was too heavy to go up the steps —The same steps that the previous tenants carried all of their furniture up & down just days prior!
They made a huge fuss over having to park on the street —which is actually the most convenient spot to park for delivery to us. It's the closest access point to our entrance.
The drivers went back in the truck and I later received a call from their dispatcher claiming it was too dangerous, and the delivery guys sped off. I told him of the situation and the driver's attitudes, and he said the company will give the driver's "a good talking to", and he will try to send someone else out. He said he will call us personally on Monday for an update...

Monday came around —no call.
Tuesday —no call.
Wednesday —no call.
Thursday —no call.
Friday —no call.

It was the end of the week! and we still hadn't received any update! Meanwhile, we had to delay our mattress delivery and also had to buy an air mattress just to get by...

So Friday afternoon I give them a call to see what the heck was going on, and nobody seemed to be of any help. After talking with 3 different people (with 3 different bad attitudes), I finally get on the phone with the Manager from Head Office. I asked her why nobody's got in touch yet! Luckily, she was understanding enough to provide us with a delivery date, and free delivery. After seeing the photos that the delivery drivers took of the steps, she couldn't believe that they refused to use them.

Finally, the new drivers show up on Sunday. We had no issues with them. They were great!
But there were all these little white blotches on our bedroom set. Almost as if they had been painted on. At a first glance, they look like a chip in the wood. I didn't notice until the next day because I was at work during the delivery.
Anyway, A LOT of personal and pressing family issues came up in the next of couple days, so we couldn't get in touch with them right away. I figured it was ok because when I asked the dispatcher what to do if the furniture was chipped or damaged, he said "either refuse it, or get in touch within a week".
We got in touch within a week, and apparently we had to get in touch within 48 hours for any "cosmetic" issues. I was never told that! But apparently that was in the Agreement I signed. I don't remember it being in there. I wonder if that was the big book-like contract they had me sign...

So after all that bull crap with the failed delivery, the drivers, the air mattress, not getting in touch, the lack of customer service, etc... They refused to replace our Mirror (there were blotches on many of the pieces, but the mirror was the one we just couldn't live with).
So after all the stress of complaining until we're blue in the face, and $5000 later —we're not happy!
We regret doing any sort of business with Ashley Furniture and won't be buying from them ever again in the future.

Like I said before —I work as a Salesman for a competing furniture company and I know what they "can" and "can't" do. Ashley's Furniture refused to do a lot more than they could have!

After Ashley's Furniture gets their money, they immediately STOP caring about their customers...

AWFUL!!!"

"So, I purchased the 5 year plan from Guardsman that was suggested by the salesman stating that they cover everything for my furniture that I purchased from the Ashley's Furniture Home Store in Yorba Linda. 4 years later I ran into two issues in the same day and I was so happy that I bought the protection plan. My friends bratty kids were over and decided to puncture the arm on the couch with clippers. Then they split an entire bottle of water on the lounge chair which has now become flat. So, I went through and followed all of the rules in terms of filing a proper claim for both of these incidents. I was also patient considering this entire process has taken over 2 months! Anyways, they dismissed my claim regarding the water spill since apparently they do not replace foam.... really....smh. I called Guardsman and they just kept saying that they do not replace foam and to call the Ashley's Furniture Corporate office which I did and a girl by the name of Kiara said that she would look into the case and then call me back. Never did. Anyways, I was irritated about that, but I still had my other claim. So, a month later a guy calls me and says that he would have time to come out to my house to look at the punctures and that he would be there at noon. Well, 2:00PM comes by and I called the guy and he said, "Oh, I said around noon." so then he comes 45 minutes later. He looks at the cushion with the water stain and the punctures on the arm chair and takes a bunch of pictures. Then he tells me that he is going to submit his response and then someone will get back to me. I thought that he was coming out to fix the couch so his visit was pointless since I had already submitted pictures and everything that they needed 2 MONTHS AGO!. Well, weeks go by and I finally got an email this morning stating that they will not fix or do anything. (See the bull**** response below).

Sectional-Left Arm Facing Sofa - Puncture - Stains or damage due to extensive activities are not covered under the terms of the protection plan.
Sectional-Right Arm Facing Chaise - Cushion Flattening/Loss of Foam Resiliency - The reported damage on your furniture is not covered under the terms of the protection plan.

Guardsman is a cleaning company and they do not help or provide services to fix anything. As for Ashley Furniture, I cannot believe that they even recommend this company. I spoke with an agent from the corporate office named Kiara regarding this to see if there is anything that she could do to help me. She was very nice and said that she would call me back. well... that was 3 weeks ago. I just got off the phone with another worthless employee by the name of Carrie M. who refused to give me her last name and employee ID #. She basically told me that no one by the name of Kiara works there and there is no record of me calling since supposedly they open up a new claim and record the conversation every time someone calls in, but of course, there is nothing open under my name. Carrie M was rude, condescending and not worth my time. She basically told me that Guardsman is just going to call me and reiterate what the email told me in regards to not wanting to help me.

Absolute Bull****. Both of these companies are worthless and they could care less about the people that are actually putting money in their pockets. I will never purchase from Ashley's Furniture ever again and I have spent over $10,000 with that company. Their customer service ****. DO NOT PURCHASE ANYTHING FROM ASHLEY'S FURNITURE AND DO NOT USE GUARDSMAN. save yourself the headache."

"Buyer Beware
I am writing this in the hopes I can save others the same horrific customer service I have had to endure. I ordered a simple coffee table from Ashley. Something one would consider a reasonably short order to fill. That couldn't be further from the truth. After placing an order and having the full amount charged to my credit card, the last screen on the order page says 'an order confirmation is on its way to your email address. Simple? Wrong.....4 days....no confirmation. I thought I had better call Ashley and try and get a confirmation of when I could expect them to fulfil my order. Thank goodness I had the foresight to do a screenshot of the confirmation page because that would be the only sort of confirmation I would ever receive. After finally getting through to customer service on the phone, spelling my name a minimum of 5 times and giving my address at least that many times, the incoherent mumbling from the associate on the other end of my phone was indicating that they had no clue where my order was....when it may or may not be delivered or in fact whether anything would ever be sent. I asked to speak to a supervisor and was immediately passed on. It was clear first level customer service just wanted to get rid of any sort of problems. After all who in the world would actually expect answers when they call in????? The so called supervisor Travis was very smug. It was impossible to make him understand that when you take somebody's money that they may expect something in return. In his opinion there was no actual problem because he couldn't see the credit card charge on his screen so how can it exist. The charge showing on my credit card bill shows otherwise! I told him I have proof. He didn't care. His solution.... "I can pass this on to our web team". OK....I will hold. According to Travis the people who take your money don't have a phone and can't be reached. The best they can do is pass on a message and hope somebody contacts me. Great job Travis!!! It's good to know that the money the company spends to bring in customers is wasted by your lack of any sort of customer service knowledge. So, to summarize, Ashley furniture has a showroom filled with 'just OK' quality goods. No you can't take it home because they don't stock anything. You can give them some money online but beware, they have a team of specially trained customer service people to give you a lot of excuses why they need your money but don't actually feel obligated to give you a product in return. No....this isn't just a random complaint. Read the rest of the reviews other customers like me have given not only here but virtually anywhere you can search for Ashley reviews online. To Ashley management.....good luck with the numbers game you are playing. Unhappy customers mean your eventual demise. Again, BUYERS BEWARE!"

"I just replaced my 12-yr old Ashley living room set with a new Ashley LR set. Our first set held up so well we had no hesitation in purchasing Ashley again. Service and delivery were great!"

"Had visited and looked at recliners and visited others to compare. Liked it and called about availability and was told 2 weeks. We drove 35 minutes and then was told it would be 6 weeks. Well, we waited. Decided to pick it up. They called and we set an appointment for 6:00. Not really an appointment as we learned we would have to then wait for them to call us. So, why not have it ready at 6:00. I am setting here with one more person and they haven't loaded anyone in 10 minutes. So, what are they doing? I really don't think they can spell customer service.
But, got the last laugh. We wanted a Tempurpedic mattress but after the bait and switch from 2 to 6 weeks, I purchased it elsewhere. "

"do not buy from here its horrible i was so disappointed u cant return the furniture cause it cost 25% restocking fee they rip me off they didnt delivery everthing i needed and on top of it they do not take return they give u store credit so ur stuck with this BS
"

"We bought several thousand dollars worth of furniture from Ashley. We ordered some bars stools that were taking a long time to come in. The store manager told me he would check into it and said, you have my word...you will gear from me one way or another." His "word" was worthless!!!! I never heard back from him. 3 days later I called the store and was told he was out of town. Obviously, they will tell you anything just to buy some time.
We paid extra for the dirt and stain guarantee on two couches and a love seat. The person at the store said they would send somebody out to clean them. We arranged our schedules to be home today, and a furniture repair man showed up, saying the work order said our loveseat was coning apart. Now we have to set up another service call.
Our daughter bought a blue loveseat. When they delivered it, the loveseat was grey. They said they would replace it with a blue one. The replacement was also grey. Finally, after taking her third day off of work, they delivered the correct one.
THESE PEOPLE KNOW NOTHING ABOUT CUSTOMER SERVICE."

"purchased living room coffee table and end tables. One drawer on end table was so hard to open, but once it was opened i like to never got it closed. Call the service line and they suggest they will send out a part then a person to install it, however i will be stuck with a piece of furniture sitting in my way in my kitchen due to small space for 7-10 days before servicing it ONLY. NEVER OFFERED TO REPLACE A BRAND NEW PIECE OF FURNITURE ONLY 6 MINUTES OLD. WOW..........Now today i get a call from them since March 9th when they were delivered acting like i LIED and got the piece because they said it was suppose to arrive by UPS TODAY, which haven't arrived yet acted like i was lying. Such crap. ONTO next issue, other end table the veneer has peeled away from top only about size of a nickle, no big deal? really? well then its only going to be fixed, on same able several scratches on bottom of table which noticed this weekend and nothing has even been set on bottom of my table. Coffee table has a CHUNK OUT OF THE CORNER, ONCE AGAIN ONLY GOING TO BE SERVICED NOT REPLACED. HECK I DIDN'T DAMAGE THIS STUFF. I CALLED 6 MINUTES AFTER THEY LEFT THE TABLES IN MY HOME AND ASHLEY FURNITURE ACTS LIKE I DID THIS. I MEAN REALLY. I WOULD HIGHLY RECOMMEND RUN AS FAST AS YOU CAN TO ANOTHER STORE. I DON'T EVEN KNOW HOW THEY STAY IN BUSINESS. NO WONDER YOU DO NOT SEE A LOT OF CUSTOMERS THERE INSIDE THE STORE. OH YEAH THEY TOOK THE TICKET WITH THEM I SIGNED AND NEVER LEFT ME A COPY. OH YEAH WHEN YOU CANCELED AN ORDER BEFORE ITS SHIPPED YOU ARE CHARGED $95.00 FOR CANCELLATION FOR ANY REASON."

"This was the worst experience ever !! We bought two different bedroom suits and both times
Damaged. When called to tell them about had to talk to multiple people , everyone kept saying we will call you back and never did !!!!!!!!!! Finally we just returned our damaged pieces from both suits and got money back. The absolute worst service ever !!!!!!"

"Be careful folks. Ashley Homestore is NOT on the up and up. We purchased a recliner loveseat on Feb 18. It was delivered a week later and proved to be defective by the gentlemen delivering it. We stated they should take it back and replace it. They suggested that we wait for a tech to call within the hour and see if they could send someone to fix it. According to them they sent pictures so the tech would see what was wrong. We agreed only since they had struggled to get it off the truck and in the door. We were assured that if they couldn't fix to "our satisfaction", we could then return it. It took until March 6th for them to send a tech. The tech had NO clue what the complaint was about. He stated they would have to order parts to be sent to us (not sure why they don't send to themselves) and then WE would need to call in and make another appt. We asked them to return the item and replace it since that was NOT to our satisfaction.

We did not purchase a brand new piece of expensive furniture to have it sit in our house unusable for 1 month. Ashley's refuses to replace the item stating that their policy is that we "accepted" the defective item so now we have to wait for them to fix it. No one informed us of this policy and in fact we were told differently and conned into keeping the item, believing it would be a simple fix in a short time. I suggest you find a more customer friendly and honest furniture store."

"Don't waste your time! This is a beautiful bedroom set IF it doesn't get delivered damaged like mine did (three times!).

On the third delivery Ashely sent the SAME EXACT DAMAGED set that we turned down on the prior delivery (unmistakable). Each time the pieces had missing screws, scratches, paint chips, spots where there wasn't any paint at all, the drawers wouldn't roll on the track (we had ball bearings actually falling out on our floor), cracks in the wood, I could go on.

We used to be avid buyers of Ashley furniture but after this horrible experience and an even worse experience with the corporate office "handling" this situation, we will NO LONGER BE BUYING FROM ASHLEY FURNITURE.

And Ashely, please DONT BOTHER writing a response to this review asking me to email you so you can 'fix my issues'. That ship has sailed, and this could have been fixed prior to it reaching this point but your regional manager would rather be spiteful, rude and classless and just give a refund INSTEAD OF GETTING US FURNITURE THAT ISNT DAMAGED!

And not to mention, the warehouse manager supposedly looked at the refused furniture and said "there's nothing wrong with it"! THANKS FOR CALLING US LIARS AND NOT DOING YOUR JOB! A child could have seen the MAJOR issues with this furniture.

So, Ashely furniture, if you're asking yourself why this happened...look into your OWN STAFF! Hire managers that actually give a flying crap (and maybe one that isn't RUDE on the phone) and get a warehouse manager who actually INSPECTS the furniture BEFORE it gets put on the delivery truck.

And finally, THANKS FOR WASTING MY TIME! "

"I walked in Appleton Ashley HomeStore on 1/24/17 looking for some new end tables and to price out furniture. I found two tables that I liked that had a clearance tag on them stating TWO for $128.88. What a deal, so I thought. There was no way I could fit them in my car so I sent my husband there to purchase them and bring them home. When he got there, he was greated by Jay who told him it was mislabeled and he would sell both tables for $200. WTH? I would have walked out that. My husband did purchase them due to me liking them and I get it, $200 is still inexpensive, but not the point. They should have honored their mistake. Needless to say, I will not be purchasing my furniture from them. Very unhappy customer. "

"

Approximately 1 1/2 years ago we purchased the Knox sofa and loveseat from Ashley furniture.These 2 pieces of furniture are the worst quality furniture that I have ever purchased.

Approximately 6 months into owning these sofas they became extremely uncomfortable to sit on and every time that my husband or myself sat on the sofa they creaked. Eventually we decided to open up the sofa to look inside to see what was going on because we were so unhappy sitting on these as there is a zipper on the bottom fabric that you can get inside to take a closer look. When we looked inside we saw that every beam was missed by the thin nails that the company uses to hold the sofas together with the particle board it was so bad the the seat was starting to separate from the frame. I have not had the problem that others had with the Durablend peeling yet as I condition the sofas monthly with a product that is formulated to clean vinyl, leather and rubber, which is important so you do not dry out the polyurethane that is used to bond together the very little leather that is used in the sofa.

However, the "Bonded Leather" is such a low grade and thin that if you bump into the corners with something such as a vacuum cleaner it will cause damage to the corners of the sofa. Be warned that these sofas are so light and the sofa comes up very high that if not positioned against a wall it is very easy to topple over the sofa if a child was to lean against the back. Ashley Customer service is another issue. I called to complain to their corporate customer service as it is still being sold on their corporate website.

They are not interested in the obvious manufacturing defects and instead referred me back to the Ashley Furniture where I purchased the piece. I have worked with 2 people at the local Ashley Furniture and they have failed to follow up each time. Their remedy is to fix it.

I pointed out to them these are only the parts you can see what about the rest of the frame.Are they going to take apart and rebuild the entire sofa?
"

"Dont every buy in Ashley .. All the products are fake products and they say something to just make you buy and once you buy, within the first year the product torn. when i call customer care, they didn't even respond for months and later they said declined with bull **** reason."

"25 days since purchase, 5 delivery attempts, countless texts and phone calls, yard and bedroom trashed and still no bed!

11/20 2016. We are repeat customers of Ashley Furniture. Took advantage of Black Friday week sale and bought a bedroom set, two Tempurpedic mattresses and eqpt. Total cost $14, 964.55.

Prior to finalizing we had salesman check to see if all items were in stock. Needed the mattress and motorized base for wife to recuperate on from surgery which was scheduled for 12/01/2016.

Delivery and set-up scheduled for 11/29/2016. Received call from Ashley Customer Care that on scheduled date we would only get partial shipment of order. Mattresses were not in stock. Had to borrow a medical reclining bed for surgery recuperation. Total delivery rescheduled for 12/3/2016.

12/3/2016. Delivery crew brought in bedroom set (nice) and set up Tempurpedic twin XL mattresses and base. I am out of town at this point, wife is recuperating from surgery so daughter and son-in law here to help. Son-in-law notices motorized base is 4" longer than actual mattresses. Further investigation reveals Ashley brought out a Cal King base instead of two twin XL mattress bases. Long story, but I told delivery folks, over the phone, to take mattresses and all equipment back. Was told I had to accept and sign for delivery (incorrect pieces) and iron out problem with Customer Care. Nope, I'm not playing that game. Not going to sign for it. They loaded up the mattresses and base and left their trash in our bedroom and front lawn. Nice and classy!

Previous call to office manager, Customer Care and assistant manager no help. Promise of returned calls went unheeded. Rude. Demanded to speak to store manager. He was helpful and apologized that order and delivery was fouled up.

Rescheduled delivery for 12/07/2016. Was assured by store manager that all items would be delivered correctly and were in stock. on 12/07/2016 delivery truck showed up one mattress short. Delivery guys said one mattress was water damaged at warehouse. We refused order.

Another call to store manager. He apologizes again (seems frustrated), does some checking and said he can have the entire order delivered on 12/11/2016. I agree and tell him if Ashley cannot fulfill agreement that I would be seeking a refund of $8,865.88 for undelivered items. He told me he is not authorized to do that.

On 12/10/2016, store manager calls and tells us not all items are in and delivery would be delayed until 12/15/2016. I agree one more time (he sounds sincere).

Yesterday, 12/15/2016 delivery truck arrives. We are excited because in a few days we will have a houseful of guests for Christmas in need the extra bed space. Delivery driver said they only had one mattress. He asked me if Customer Care called and told me. No call from them. I told him to leave. He told me no and I would have to talk to Customer Care. I'm done at this point and ask him to get off of my property. Called the store manager and explained. He is very apologetic and I told him I expect a full refund.

Went to local Mattress Firm and purchased exact items we were expecting from Ashley. Missed "same day delivery" by an hour or so but all will be delivered today (next day service).

Ashley has lost my business forever and I will tell this story to anyone I know who is considering purchasing from them.

BTW.....I have not seen a credit posted to our card. I will give it 24 hours before I raise it a level. Perhaps a court battle would be interesting.


"