Ashley HomeStore
Reviews and Complaints

Joan Marie O'Neill - [protected]@gmail.com
August 14, 2019

ASHLEY FURNITURE

I purchased a loveseat and couch from the Paramus NJ store less than two years ago. I noticed over the last few weeks that the seat cushions are crooked and saging and that the arms on the couch are actually sinking in.

I spoke with Phylicia in customer service and I was informed that the store warranty is only for a year and since I did not purchase 5 year warranty there was nothing that could be done. I was offered a few phone number to call for a consult and repair services all of which are out of my pocket.

I can not believe that Ashley would stand behind such a policy when there is clearly a defect with particular furniture.

I would hope the managers would inform their customers that if they do not buy the 5 year extended warranty they are out of luck since the quality they are paying for will only last less than two years. Do they tell customers that after one year but less than 2 their furniture will look like the photos below?

Is Ashley's response truly "call someone to repair it out of your pocket"?

I can only hope that I receive a better response from someone here. Customers and or potential customers should be made aware of how Ashley backs up or doesn't backup their products. PHOTOS ATTACHED

If you could leave negative stars I would do that. I ordered bunk beds from Ashley on 6/14. They were supposed to be delivered on 7/12. They were, with no hardware. I had already taken my twins other bed down so they slept on the floor. It was delivered again on 7/31... with no hardware. The delivery men left the bed in my garage in boxes. I called Ashley the same day (7/31) to cancel and have the unassembled bed picked up. The lady told me it was cancelled and that someone would call me the next day to schedule pick up. Nobody called. I called them on 8/5 and was told that they could not schedule a pickup and that I would need to call online sales. I called online sales and spent 30 minutes waiting for someone to answer. A lady answered and told me that she would need to initiate a return and that the company providing the bed would need to OK the return since it had been in my home (unassembled) for over 72 hours. It is now 8/12 and I have called and emailed several additional times with absolutely no response. I cannot get a call back and I have heard nothing about my "return." Meanwhile, my kids are still sleeping on the floor. I want a full refund and this thing out of my garage. This is 100% on Ashley Furniture, not the other company. When you sell something you should stand behind it and the performance of your company. This is the worst experience that I have ever had with any purchase. The customer service people have been rude and really do not care about customer service. I would not purchase anything from Ashley Furniture. I am considering legal action as well as formal federal and state complaints.

Love seat was delivered damaged and Ashley wont do anything about it. I also bought the Guardian warranty and nothing on it either. I spent over $1800.

We purchased a brown microfiber couch and reclining chair and ottoman and an accent chair for our living room in July of 2015z. We never get warranties for anything but purchased one this time because it was so comprehensive. Flash forward 4 years and the arm of the accent chair is completely loose and there is a spring coming through one of the couch cushions that is so pointy that it hurts to sit on that side of the couch. A technician came out and fiddled with the chair and felt the couch and said it was definitely a problem and Ashley Furniture would get in touch with a plan to fix it. Ashley called a week later and said that the couch could not be fixed because it is considered normal wear and tear, and that couch is no longer made! I plan to contact a lawyer to see what my rights are.

I recently tried to purchase a new bed frame, Matress and box spring. I went directly to the Home Ashley Store and instantly like a bed frame which was the Coralayne bedroom Frame/headboard. I placed a order with a Ashley Home store worker for the bed frame and matress and i couldn't get the delivery date I wanted so I took what was available. My delivery was scheduled Aug 4th. The day of delivery they brought the wrong bed frame and told me that the matress and box spring was not inside the truck I immediately refused the order. I talked to the lady at the warehouse and explained to her what happened she told me she would fix the problem and have my order delivered the following day. Aug 5th I got the wrong bedroom frame again so I refused the order. I was very upset that it happened twice I spoke to the lady at the warehouse and she Gave me the item numbers and it was the wrong bed Frame on the paperwork ! I called the Emeryville store where I made the purchase and I was placed on hold for 30 minutes and the lady named Naila was so rude had an attitude I had to call back from a different number to get a response I was told that they would fix the problem and that i would get a call back by the end of the day .August 6 i called and i was told the manager was busy training And That he would call me back. It was the end of the day still no call back so I called back and I spoke with a manager and he assured me he would get the problem fixed and that he would call me back. I didn't receive a call back I called the next day and spoke to a different manager who tried to assist me and he informed me that the order was never changed and corrected I was furious. He changed my order and emailed it To me and told me he was waiting for the warehouse to respond so they can cancel the previous order. I called back and was told that I won't be able to receive my items until they cancel the previos order. I was furious I asked if I can have my items delivered in the following two days For the unpleasant experience. They want me to wait until the order is canceled and 4 more days for my delivery. I have back problems and all I wanted was my new bed frame and matress I had to cancel and go to a different furniture place. I would not recommend Ashley's Home furniture store to Anyone.

Please call me at [protected]. I have no patience to write up this complaint as I have now been dealing with this for two weeks and nothing is solved. I can't even believe this is happening. Thanks I NEED SOMEONE TO HELP RESOLVE THIS ISSUE. My furniture HAS BEEN DELIVERED TO ME FOUR TIMES NOW WRONG OR DAMAGED OR MISSING PIECES AND I HAVE LOST MONEY BY TAKING OFF WORK NOW TO BE HOME FOR THE DELIVERY! I AM NOT HAPPY AND CANNOT GET A HOLD OF A REAL HUMAN AND AM SICK OF BEING TRANSFERRED AND PUT ON HOLD. Please PLEASE SOMEONE CALL ME AND FIX THIS

We have contacted and currently are being told they won't fix damages done to our home because of my conversation with delivery team. Delivery team tried to force me into not filing a complaint and now Ashley is refusing to fix thier damage.

We paid for the expert delivery of our couch and chair.We're not even going to discuss the lies the first service person told us and the terrible customer service at the Altamonte store causing us to drive to Sanford for our order.

Ashleys furniture delivery team (contractors they hire) are unprofessional and ruined our new flooring. After seeing them scratch out doorway on their way in sliding the box I informed the two men then were damaging our new bamboo floor. We're in the process of selling and that's going to impact our value. They then proceeded to continue to scratch our floor installing the couch and put the chair on top of the scratch and not say a word. As if we wouldn't notice a scratch over a foot long!

I asked the delivery team TWICE to plug the units directly into the wall outlets and not a power strip that was there for other items. They ignored my request both times and proceeded to plug them directly into the power strip not the two specified outlets. They put the couch so close to the wall it could not open. SO now we have to move the couch when we paid them to.

A screw fell out of the couch while installing and their response was to hide it and pretend like nothing happened. Thankfully we bought the protection plan in case something breaks. The delivery team then tried to convince me not to report it and their "friend" would fix our floors and to deal with them directly. I insisted it was reported. When the driver made the call to the center to confirm delivery he tried to say delivery was completed without issue. I chimed in and said no in fact they damaged our floors. I was told that customer service would contact me to file a report. No contact. We contact them and no response. Two weeks later we escalate to a better business bureau complaint and now Ashley furniture is claiming they didn't damage our floors because the driver said they didn't.

As a female I was extremely uncomfortable with the two men trying to intimidate me to not file a report and completely ignoring my requests. The men refused to leave until I said my fiancee would deal with it. This is not okay. The damages done need to be fixed and we have contacted our family lawyer.

I bought sofa with 5 year insurance and I went to the store in Rogers/Ar to ask about my sofa's insurance and the lady didn't want to talk to me said that Urbana's for me to complain to the insurance company I insisted and she asked for my email and phone number and said that she has sent it to them that they were going to get in touch with me the following week and nothing happened, so
I went in their website and wrote my problem about my sofa sent them pictures and everything and no one got in touch with me my email [protected]@uol.com.br

I just submitted a claim to have a rip repaired on my couch seat cushion. I submitted the required photos and knew the damage was covered by the warranty. I just got off the phone with the Claim Agent who said that THEY determined that the year I really a HOLE and is not covered. I explained to her I that made the rear with my shoes from sitting on My couch with my feet/shoes on it. She argued with me for approximately 15 minutes about the definition of tear, rip, ho!e...I am stunned by this behavior. We have been good and loyal Ashley Furniture customers for many, many years and have never had a problem with a claim through the additional purchase warranty package. We will NEVER purchase furniture through Say let's again. They might want to check into this independent "customer care" service with whom they have contracted. It is a waste of money and false promises. NOT A HAPPY CUSTOMER.

Purchased a couch was told it is in stock and would be delivered in 2 weeks. Ashley called with a delivery date. The day They where to deliver I took a vacation day to wait the 9:00 to Noon delivery. At 1pm I called the customer service line and waited 30 mins to speak to someone only to be told SORRY it wasn't at the warehouse and will be 2 more weeks. That the have up to 4/weeks from purchase to deliver it. Asked for a manager and she claims she's it. I did get a few hundred dollars store credit. Which I really didn't want to go back
We'll my wife went back to use the store to use the credit May 30th and purchased a mattress.oh boy gets worse. Again the day of delivery another vacation day & no mattress. Called again no call from them and was told it wasn't in the computer. Now a month later and another vacation day they again called this time two hours after delivery time that it was damaged. Now the delivery is set up for 7 weeks after purchase. Let's see if I get it on the 23rd of July . So far 3 wasted vacation days and only a $25 credit. Anyone looking for mattress go the Raymore & Flanagan, Sears, anywhere but here. Fingers crossed we'll finally get it in the 7 weeks we are waiting. Paid more for the air mattress than the credit we got.

Bought two couches about 1 year ago. Last Christmas the arm on one of the couches broke for normal use. The couches had a 1 year warrenty on the frame of the furniture. I contacted Ashley Funture and after a period of trying to figure out who to contact and give the information to, because no one in the store was a big help. They took for ever to get back to use and they informed us we abused the couch and they would not honor the warrenty. They n ever came to look at the couch. How do they know the couch could have had a crack in the wood frame when they delivered. What is the sence of a warrenty if you do not ever intend on honoring it. Very bad business willnever shop there again and suggest no one else does either .

Below was a series of emails sent to Jillian from ashely Funiture

Couch

Inbox
x

patgarcia92

Wed, Mar 6, 7:51 AM
Good Morning, Attached are the pictures of the stickers you needed. Thank you for your help with this matter Pat Garcia Sent via the Samsung Galaxy, an AT&T 4G

JILLIAN ANDERSON

Wed, Mar 6, 9:27 AM

to me, tech

Thank you so much, I will update you as soon as I know anything.

Pat Garcia

Wed, Mar 6, 9:34 AM

to JILLIAN

Thank You !

Pat Garcia

Thu, Mar 21, 7:38 AM

to JILLIAN

Good Morning ! Jillian,

Just want to know if you had heard any new about the couch.

Thank You for your help with this matter

JILLIAN ANDERSON

Thu, Mar 21, 3:44 PM

to me

I am awaiting one final reply that I requested today and I will update you tomorrow.

Thanks

The couches are already breaking after only 2 years with very little use. I have the Purple Cow warranty but Ashely's ignores the service request to come repair my couches. I'm not exactly sure about the coverage of the purple cow but I was told by the sales associate they would replace if furniture broke. I'm at the point I want it replaced. Because if it is breaking already after 2 years how is this furniture I paid over $5000 for supposed to last me 6+ years. It's honestly ridiculous. The quality is horrible. I left a review on their website and someone reached out from Ashley's to help make it right so when I told them how to make it right I never got a response. So I'm assuming they only replied to my review so people would see it and assume they make things right. WELL THEY DONT

I have booked sofa (3 + 2 + 1 ) from Ashley Homestore in Isanya Mall, Pune on 10th Jan 2019. They promised to deliver by on or before 10th Apr 2019. However they haven't delivered the sofa as yet. Everytime we call the manager (Ashwin - +[protected] ) they keep on extending the date. We have got dates 24th Apr, 29th Apr, 9th May 16th May, 6th June. Now when i enquired with them yesterday they said sofa will be available by 12th June. I have moved to new house with no sofa. Me and my wife are getting tortured mentally and we are completely traumatised. They also don't make calls to update and when we make calls they give us the new date everytime. Please help.

My wife and I purchased a sectional couch two weeks ago where an added feature was inoperable. A repair technician came out to correct the item however no repair was made. A replacement was brought out however no correction was made. We were told the richard hall (the manager) would contact us two weeks ago and that has not happened. We are no longer wanting to do business with ashley furniture and want a full refund. The avoidance of richard hall (murrieta store manager) has been very upsetting despite being told he will contact us and the furniture being defective. We want a full refund and do not want to pay for defective furniture!

Excited about getting my furniture delivered today. Came home from work last night to remove old furniture and detailed the kitchen and bedroom for the new. But once the truck came there was the biggest disappointment. Only the bedroom came. The men looked surprised when I asked about the dining set. They made the call. Came back and continued the put bed together. Again came to me and told me there was hardware missing. Made another call. Customer service called and told me that the dining set came in damaged and had to order another from the manufacturer. DID NOT receive a call to inform me about the problem. Told me it would take another 3 weeks. Mean while without a table and chairs. As for the bed I have to wait another 1 to 2 weeks for them to get the hardware from the manufacturer and come back to put it together. Meanwhile I have the mattress on the floor and have to sleep that way and look at a dismantled bed and play the waiting game. Customer service DID NOT speak with any concern or urgency. After this experience I don't think I will do business with Ashley Furniture anymore and will tell my friends and family about my experience. Plus ITS PAID IN FULL.