My husband and I purchased a bedroom suite from Ashley Furniture in July 2016. We had to pay the full price upfront, even though delivery was expected to take 6-12 weeks.
We were thrilled when delivery was scheduled for mid-August, ahead of schedule. Unfortunately, half of the pieces were defective. The latch on the dresser did not work and the backboards on one night table and one drawer chest were bashed in. The nightstand was taken back to the factory and we were told that a furniture repair person would fix the other two items.
The weeks rolled by and we never heard back from our salesperson, Megan, nor from the manager, James, who was just a "good 'ol boy."
I called on a weekly basis, was told that they would call me back and let me know the schedule, but never, ever, ever did call back. I kept calling for weeks and heard excuse after excuse for why they didn't call back.
No one should be lied to in this manner. It was blatant! They're quick to take your money, but do not treat you like a human being once the deal is closed. I will never buy furniture from them again.
I finally contacted the main office, spoke to Lyric (who was sympathetic and extremely helpful) and we coordinated a delivery time for the nightstand and scheduled the repair person from Dad's Furniture (an extremely professional and competent company).
By mid-October, our furniture suite was complete, no thanks to Megan, James, or anyone else at the furniture store in Spokane.
Forewarned is forearmed. It's very sad that customer service rarely exists. On the other hand, we've had wonderful experiences with Koerner and Runge furniture stores.
Needless to say, to this date, we've not heard back from Megan or James. Never received an apology or valid explanation.
I purchased a bunch of stuff at May 14th, including a sofa, a table set and a rug, from Ashley Furniture Homestore ( 4500 San Felipe St, Houston, TX). It's been nearly half a year I still haven't got my rug!
All things I bought had different delivery method and date. I should have been warned and stopped my business with them when their sales people even couldn't settle right deliver method for the sofa.
I called to try to figure out where my rug is for the first time around 7/4, and was told that the order was shipped on 6/20 and would take four to five weeks to arrive. The customer services person verified the delivery method and address: directly ship to my apartment.
Then I called again at the beginning of Aug as it was not delivered. They repeatedly told me the ship date and said they did not have any tracking information. That was unbelievable to me, how could they not have tracking info? That time the customer services assured me the rug would be deliver to my apartment soon. I was told to wait.
After long long wait I called another five or six times. No one knew where the order was and they insisted that it was delivered. They started lie to me saying it was delivered but they didn't have tracking info. Once the customer service directly hung up on me without letting me finish my sentence. I verified delivery method and address with them each time and everything was correct.
The last call was made on 9/15. Finally, they figured out the rug was delivered to the store instead of my address.
I called them so many times they kept telling me it would ship to my address but then they said they made mistakes so many times, it was already at their store!
I asked for re-shipping to my address and was refused with the reason "do not have the responsibility to ship third-vendor products". Their services are just so rude.
I file a complaint and they just deceived again telling me they already delivered it to me and if I didn't get it, it was the Express Company's responsibility. They want me file a claim with the Express Company. I cannot believe they played cheap trick to get off from their responsibility.
I bought couch from Ashley Furniture had never heard of dura blend was assured it was great leather. Also bought warranty. In no time it started cracking looks horrible. Called Ashley about warranty....of course this is not covered...not caused by a certain incident.. will not do anything ..money wasted..expected couch to last me years...even tried to buy replacement cushions to help the looks...they are each over 100.00 and not guaranteed to match. Never intend to purchase from Ashley again and will let every one I know about their way of doing business.
I PURCHASED 3 ROOMS OF FURNITURE FROM THE STORE IN LINDEN AND WAS NEVER TOLD ABOUT THE LOVESEAT AND SOFA I PURCHASED. IT WAS NOT LEATHER. I FOUND OUT ABOUT A WEEK AGO IT WAS A DURA BLEND FROM ANOTHER STORE. THE WARRANTY I PURCHASED WAS MONTAGUE AND THEY NEVER FIXED THIS PROBLEM. THE STORE STATED THIS WAS A PROBLEM THAT THEY COULD FIX. THIS IS PROBABLY THE 3RD TIME MY COUCHES ARE PEELING.
THE FIRST TWO TIMES I DID NOT HAVE TO PAY TO GET FIXED, NOW ALL OF A SUDDEN THIS IS NO LONGER COVERED BY THE STORE AND I WOUL HAVE TO PAY TO HAVE THE TECHNICIAN FIX THE PROBLEM. I AM PISSED BECAUSE THE SALES ASSOCIATES NEVER SAID A WORD REGARDING THE FURNITURE BECAUSE THE ONLY THING THERE CONCERNED ABOUT IS THE SALE. THE MANAGER SUCKS BECAUSE THEY CAN'T DO ANYTHING. NO ONE WANT TO PROVIDE A NUMBER FOR SOMEONE HIGHER THAN A MANAGER. IT TAKES 48 HOURS WHEN YOU SEND PICS OF DAMAGE FURNITURE FOR THEM TO ASSES THE SITUATION AND THEN ANOTHER 48 HOURS FOR SOMEONE RETURN YOU CALL.
IF YOU HAD TO PAY LIKE I DID THIS TIME, ANOTHER 24 HOURS FOR SOMEONE TO RETUN YOU CALL AND TAKE PAYMENT OVER THE PHONE. THIS 24 HOURS IS BECAUSE OF COURSE THEY WANT TO THE PAYMENT. THEN ANOTHER 48 TO SCHEDULE A TECHNICIAN TO REPAIR THE FURNITURE AND THEN ANOTHER 48 HOURS FOR YOU TO RECEIVE A PHONE CALL GIVING YOU A DATE AND TIME SOMEONE CAN COME OUT TO YOU HOME AN REPAIR. THIS IS RIDICULOUS. INSTEAD OF THEM OFFERING ME SOMETHING ELSE THIS IS THE CURRENT SITUAION AT HAND.
Furniture is architecturally unstable. Structural plywood is OSB and is "sewn" together with staples. Also missing in one place. PLUS support for the back of the piece has the squared corner mating with a piece that runs diagonally. Support should be mitered to sit flush on the surface of the wood it mates to. Nails or staples spanning the huge gap to hold it together. And not faring well at all. Rep assured me my piece was constructed to the proper design. I asked for design and engineering prints to corroborate her assertion. I was told they didn't have them. HOGWASH! Ashley manufactures their own furniture. I filed a complaint with BBB. Ms Harris responded by deferring to the warranty THAT I PAID EXTRA for. I had repairs to my pieces 3 times within a 6-8 month period (if memory serves correctly) with an additional 3 calls where the repair tech was unprepared and did absolutely nothing. In one instance they didn't show up at the appointed time and then filed a report that he/she had shown up and no one was at home. Again COMPLETE HOGWASH!!!! We were home the entire day. I want them to take this crap back and issue a full refund.
I purchased my sofa and love seat just under 4 years ago and when I did, I also purchased the 5 yr warranty plan they offer for $169.00.
A couple of months ago, a cover for the love seat cushion ripped and we were unable to zip the cover back up. I called the warranty company, they processed the claim and told me it would be 4-6 weeks before I received my cover. 3 weeks later, I received an email from the warranty company to call them. When I did, I was told that Ashley Furniture is refusing to ship my product as I have moved out of the region. (I moved to Washington DC a month after I purchased the furniture). At this point they offered to refund the full amount of the warranty, but I declined.
I called Ashley in Pineville and they exaplined that they would have no problem shipping me cover, but the line of furniture I have has been discontinued and they do not have any extra parts. They sent me to customer care, who also stated that there was nothing they could do and they woudl refund the whoe amount of the warranty and I again declined.
The next day, I wrote a report to the local BBB. Customer Care contacted me again and tried to work out a solution to the issue. I requested that either thet replace they item that is damaged or provide me a full refund of the product. They again refused and this time told me, because I was out of their region, the warranty was null and void. When I explained that I have already fixed the cover by taking it to a local upholster, they at first refused to reimburse me for anything, but finally agreed to the cost of the repair, millage and a small additional amount for my time.
The other day, I came across all of my paperwork from the purchase of the sofa and loveseat. I started reading the contract and noticed that it does not say anything about the contract being void should the purchaser move out of the region. It does state that is damage occurs outside of the US, including District of Columbia, the warranty would be void. It also states, if the warranty company is unable to fix the item, that the full purchase price will be refunded or a substitue item will be granted.
I again called the warranty company and after a long conversation, they agreed to refund the full amount for the loveseat. I then called Customer Care and informed them that I did not appreciate being lied to. The agent told me that the warranty is void if the furniture is moved from the address that it was delivered to. (Complete opposite as to what I was told before) I explained, that the furniture was NOT delivered and that I picked it up from their warehouse. After the 5 seconds of silence, she just continued to say that because I moved, the warranty is void.
I have read the contract 3 times now and nothing states this. Should you have a problem, do not allow them to lie to you. They should not be selling this warranty product if they know they will not be able to fulfill a request should something happen.
I informed the store what was going on and was informed to send pictures in . After I sent the pictures in, a Nivia ramos informed me that they would send extra cushioning for the pillows. I informed them that the couch clearly isnt worth the 2,000 we spent to have to try and fix it within a month after purchasing it. I was informed to contact a Sam from the essex store but he seems to never be in the office. If I wont get an answer soon, Ill be going to the news to worn everyone about this ripoff
I purchased a couch and loveseat from ashley furniture in December. We didnt get the furniture delivered until Jan. After a couple of weeks with the couch, the pillows wouldnt stay up and the furniture collects lint. I was informed to take pictures. After the store viewed the pictures, they stated they will send extra cushioning. I informed them having the couch for a month should not require that and I would like a refund. A Nivea in the Essex store keeps giving me the run around in regards to speaking with the manager. The manager is always at lunch. If I dont hear from them, I will be going to the news so that they can be stopped
I have purchased many pieces from this store, I had a Dining Room Collection on Layaway. The Set that I had on hold has since been discontinued. I was told that all my Cash Deposits become Sotre Credit, in other words, belongs to John now. So I purchased a Set from the Store, just so I could cancel and get my Monies back according to the terms on back of my many receipts. And also put $100 CC deposit, so I could get that back. I cancelled within the 3 days as per the Terms and John still refuses to give me back my Money. I wrote to Corporate Office, and was told the each store works off of there own Polices. As each store has Manager-Owned, sort of like a franshisce. I thought they still had to work under the same stardards and procedures of other Ashley Home Stores. The Terms which are listed on the back of each invoice are consistent and the same in other stores. $790.00 is not something I just want to let go. I think John has made enough off of me over the years. I just want my money back at this point, I do not want to give John any more of my hard earned money.
I purchased a Ashley "leather" sofa and love seat less than 2 years ago. The leather seemed to thin and then started to tear. When I contacted the retailer they told me that my furniture was durablend and that the warranty had expired. When I contacted Ashley I was told to go back to the retailer. No one is willing to do a thing. I spent $1700 thinking I was getting good quality and now I have nothing.
It appears that Ashley Furniture is well aware of issues with Durablend fabric furniture that they continue to sell, but to get out of having to assist customers when the fabric fails, they conveniently “discontinue” the model and then say that they cannot assist you in contacting the manufacturer or finding a way to replace the defective material.
Multiple attempts to remedy the problem always end in “we cannot assist you in this matter”. I can only hope that a class action suit is started against Ashley Furniture as this appears to be a common issue that they are apparently choosing to ignore.
Ashley Furniture Industries, Inc. Reviews
To whom it may concern. I bought a living room set from you 2 years ago. I paid for a 5 year plan and it is cracking and spliting.
My husband and I purchased a bedroom suite from Ashley Furniture in July 2016. We had to pay the full price upfront, even though delivery was expected to take 6-12 weeks.
We were thrilled when delivery was scheduled for mid-August, ahead of schedule. Unfortunately, half of the pieces were defective. The latch on the dresser did not work and the backboards on one night table and one drawer chest were bashed in. The nightstand was taken back to the factory and we were told that a furniture repair person would fix the other two items.
The weeks rolled by and we never heard back from our salesperson, Megan, nor from the manager, James, who was just a "good 'ol boy."
I called on a weekly basis, was told that they would call me back and let me know the schedule, but never, ever, ever did call back. I kept calling for weeks and heard excuse after excuse for why they didn't call back.
No one should be lied to in this manner. It was blatant! They're quick to take your money, but do not treat you like a human being once the deal is closed. I will never buy furniture from them again.
I finally contacted the main office, spoke to Lyric (who was sympathetic and extremely helpful) and we coordinated a delivery time for the nightstand and scheduled the repair person from Dad's Furniture (an extremely professional and competent company).
By mid-October, our furniture suite was complete, no thanks to Megan, James, or anyone else at the furniture store in Spokane.
Forewarned is forearmed. It's very sad that customer service rarely exists. On the other hand, we've had wonderful experiences with Koerner and Runge furniture stores.
Needless to say, to this date, we've not heard back from Megan or James. Never received an apology or valid explanation.
I purchased a bunch of stuff at May 14th, including a sofa, a table set and a rug, from Ashley Furniture Homestore ( 4500 San Felipe St, Houston, TX). It's been nearly half a year I still haven't got my rug!
All things I bought had different delivery method and date. I should have been warned and stopped my business with them when their sales people even couldn't settle right deliver method for the sofa.
I called to try to figure out where my rug is for the first time around 7/4, and was told that the order was shipped on 6/20 and would take four to five weeks to arrive. The customer services person verified the delivery method and address: directly ship to my apartment.
Then I called again at the beginning of Aug as it was not delivered. They repeatedly told me the ship date and said they did not have any tracking information. That was unbelievable to me, how could they not have tracking info? That time the customer services assured me the rug would be deliver to my apartment soon. I was told to wait.
After long long wait I called another five or six times. No one knew where the order was and they insisted that it was delivered. They started lie to me saying it was delivered but they didn't have tracking info. Once the customer service directly hung up on me without letting me finish my sentence. I verified delivery method and address with them each time and everything was correct.
The last call was made on 9/15. Finally, they figured out the rug was delivered to the store instead of my address.
I called them so many times they kept telling me it would ship to my address but then they said they made mistakes so many times, it was already at their store!
I asked for re-shipping to my address and was refused with the reason "do not have the responsibility to ship third-vendor products". Their services are just so rude.
I file a complaint and they just deceived again telling me they already delivered it to me and if I didn't get it, it was the Express Company's responsibility. They want me file a claim with the Express Company. I cannot believe they played cheap trick to get off from their responsibility.
I bought couch from Ashley Furniture had never heard of dura blend was assured it was great leather. Also bought warranty. In no time it started cracking looks horrible. Called Ashley about warranty....of course this is not covered...not caused by a certain incident.. will not do anything ..money wasted..expected couch to last me years...even tried to buy replacement cushions to help the looks...they are each over 100.00 and not guaranteed to match. Never intend to purchase from Ashley again and will let every one I know about their way of doing business.
I PURCHASED 3 ROOMS OF FURNITURE FROM THE STORE IN LINDEN AND WAS NEVER TOLD ABOUT THE LOVESEAT AND SOFA I PURCHASED. IT WAS NOT LEATHER. I FOUND OUT ABOUT A WEEK AGO IT WAS A DURA BLEND FROM ANOTHER STORE. THE WARRANTY I PURCHASED WAS MONTAGUE AND THEY NEVER FIXED THIS PROBLEM. THE STORE STATED THIS WAS A PROBLEM THAT THEY COULD FIX. THIS IS PROBABLY THE 3RD TIME MY COUCHES ARE PEELING.
THE FIRST TWO TIMES I DID NOT HAVE TO PAY TO GET FIXED, NOW ALL OF A SUDDEN THIS IS NO LONGER COVERED BY THE STORE AND I WOUL HAVE TO PAY TO HAVE THE TECHNICIAN FIX THE PROBLEM. I AM PISSED BECAUSE THE SALES ASSOCIATES NEVER SAID A WORD REGARDING THE FURNITURE BECAUSE THE ONLY THING THERE CONCERNED ABOUT IS THE SALE. THE MANAGER SUCKS BECAUSE THEY CAN'T DO ANYTHING. NO ONE WANT TO PROVIDE A NUMBER FOR SOMEONE HIGHER THAN A MANAGER. IT TAKES 48 HOURS WHEN YOU SEND PICS OF DAMAGE FURNITURE FOR THEM TO ASSES THE SITUATION AND THEN ANOTHER 48 HOURS FOR SOMEONE RETURN YOU CALL.
IF YOU HAD TO PAY LIKE I DID THIS TIME, ANOTHER 24 HOURS FOR SOMEONE TO RETUN YOU CALL AND TAKE PAYMENT OVER THE PHONE. THIS 24 HOURS IS BECAUSE OF COURSE THEY WANT TO THE PAYMENT. THEN ANOTHER 48 TO SCHEDULE A TECHNICIAN TO REPAIR THE FURNITURE AND THEN ANOTHER 48 HOURS FOR YOU TO RECEIVE A PHONE CALL GIVING YOU A DATE AND TIME SOMEONE CAN COME OUT TO YOU HOME AN REPAIR. THIS IS RIDICULOUS. INSTEAD OF THEM OFFERING ME SOMETHING ELSE THIS IS THE CURRENT SITUAION AT HAND.
Furniture is architecturally unstable. Structural plywood is OSB and is "sewn" together with staples. Also missing in one place. PLUS support for the back of the piece has the squared corner mating with a piece that runs diagonally. Support should be mitered to sit flush on the surface of the wood it mates to. Nails or staples spanning the huge gap to hold it together. And not faring well at all. Rep assured me my piece was constructed to the proper design. I asked for design and engineering prints to corroborate her assertion. I was told they didn't have them. HOGWASH! Ashley manufactures their own furniture. I filed a complaint with BBB. Ms Harris responded by deferring to the warranty THAT I PAID EXTRA for. I had repairs to my pieces 3 times within a 6-8 month period (if memory serves correctly) with an additional 3 calls where the repair tech was unprepared and did absolutely nothing. In one instance they didn't show up at the appointed time and then filed a report that he/she had shown up and no one was at home. Again COMPLETE HOGWASH!!!! We were home the entire day. I want them to take this crap back and issue a full refund.
I purchased my sofa and love seat just under 4 years ago and when I did, I also purchased the 5 yr warranty plan they offer for $169.00.
A couple of months ago, a cover for the love seat cushion ripped and we were unable to zip the cover back up. I called the warranty company, they processed the claim and told me it would be 4-6 weeks before I received my cover. 3 weeks later, I received an email from the warranty company to call them. When I did, I was told that Ashley Furniture is refusing to ship my product as I have moved out of the region. (I moved to Washington DC a month after I purchased the furniture). At this point they offered to refund the full amount of the warranty, but I declined.
I called Ashley in Pineville and they exaplined that they would have no problem shipping me cover, but the line of furniture I have has been discontinued and they do not have any extra parts. They sent me to customer care, who also stated that there was nothing they could do and they woudl refund the whoe amount of the warranty and I again declined.
The next day, I wrote a report to the local BBB. Customer Care contacted me again and tried to work out a solution to the issue. I requested that either thet replace they item that is damaged or provide me a full refund of the product. They again refused and this time told me, because I was out of their region, the warranty was null and void. When I explained that I have already fixed the cover by taking it to a local upholster, they at first refused to reimburse me for anything, but finally agreed to the cost of the repair, millage and a small additional amount for my time.
The other day, I came across all of my paperwork from the purchase of the sofa and loveseat. I started reading the contract and noticed that it does not say anything about the contract being void should the purchaser move out of the region. It does state that is damage occurs outside of the US, including District of Columbia, the warranty would be void. It also states, if the warranty company is unable to fix the item, that the full purchase price will be refunded or a substitue item will be granted.
I again called the warranty company and after a long conversation, they agreed to refund the full amount for the loveseat. I then called Customer Care and informed them that I did not appreciate being lied to. The agent told me that the warranty is void if the furniture is moved from the address that it was delivered to. (Complete opposite as to what I was told before) I explained, that the furniture was NOT delivered and that I picked it up from their warehouse. After the 5 seconds of silence, she just continued to say that because I moved, the warranty is void.
I have read the contract 3 times now and nothing states this. Should you have a problem, do not allow them to lie to you. They should not be selling this warranty product if they know they will not be able to fulfill a request should something happen.
I informed the store what was going on and was informed to send pictures in . After I sent the pictures in, a Nivia ramos informed me that they would send extra cushioning for the pillows. I informed them that the couch clearly isnt worth the 2,000 we spent to have to try and fix it within a month after purchasing it. I was informed to contact a Sam from the essex store but he seems to never be in the office. If I wont get an answer soon, Ill be going to the news to worn everyone about this ripoff
I purchased a couch and loveseat from ashley furniture in December. We didnt get the furniture delivered until Jan. After a couple of weeks with the couch, the pillows wouldnt stay up and the furniture collects lint. I was informed to take pictures. After the store viewed the pictures, they stated they will send extra cushioning. I informed them having the couch for a month should not require that and I would like a refund. A Nivea in the Essex store keeps giving me the run around in regards to speaking with the manager. The manager is always at lunch. If I dont hear from them, I will be going to the news so that they can be stopped
I have purchased many pieces from this store, I had a Dining Room Collection on Layaway. The Set that I had on hold has since been discontinued. I was told that all my Cash Deposits become Sotre Credit, in other words, belongs to John now. So I purchased a Set from the Store, just so I could cancel and get my Monies back according to the terms on back of my many receipts. And also put $100 CC deposit, so I could get that back. I cancelled within the 3 days as per the Terms and John still refuses to give me back my Money. I wrote to Corporate Office, and was told the each store works off of there own Polices. As each store has Manager-Owned, sort of like a franshisce. I thought they still had to work under the same stardards and procedures of other Ashley Home Stores. The Terms which are listed on the back of each invoice are consistent and the same in other stores. $790.00 is not something I just want to let go. I think John has made enough off of me over the years. I just want my money back at this point, I do not want to give John any more of my hard earned money.
I purchased a Ashley "leather" sofa and love seat less than 2 years ago. The leather seemed to thin and then started to tear. When I contacted the retailer they told me that my furniture was durablend and that the warranty had expired. When I contacted Ashley I was told to go back to the retailer. No one is willing to do a thing. I spent $1700 thinking I was getting good quality and now I have nothing.
It appears that Ashley Furniture is well aware of issues with Durablend fabric furniture that they continue to sell, but to get out of having to assist customers when the fabric fails, they conveniently “discontinue” the model and then say that they cannot assist you in contacting the manufacturer or finding a way to replace the defective material.
Multiple attempts to remedy the problem always end in “we cannot assist you in this matter”. I can only hope that a class action suit is started against Ashley Furniture as this appears to be a common issue that they are apparently choosing to ignore.