Ashley HomeStore
Reviews and Complaints

ANGRY CUSTOMER FROM GONZALES LOUISIANA
MY STORY HAPPENNED BACK IN MAY OF 2009
ASHLEY FURNITURE WAS RUNNING A SPECIAL IN THE RADIO
THAT IF YOU COME IN TO THE STORE & SPEND MORE THAN $500.DLLS
YOU GET A GAS CARD REBATE BUT YOU HAVE TO SEND IN THE MAIL
RECEITS OF GAS COUPONS IN ORDER TO RECEIVE YOUR GAS CARD.
THE WHOOLE ENTIRE MONTH WE HAD SAVED ALL THE COUPONS DID
ALL THE PROCEDURE LIKE IT WAS SUPPOSED TO, I EVEN CALLED
AFTERWARDS TO VERIFY IT WAS LEGIT, WELL THEY SAID IT WAS.
SO I STARTSENDING ALL IN THE MAIL GUESS WHAT? IT GOES A WEEK
2 WEEKS, 1 MONTH AND NOTHING OF A GAS CARD THEY ARE FULL OF BULL
WE SPEND CLOSE TO $1500 WE PURXHASE A SET OF MATTRESS ONE OF THE REASON
WE HAD CONSIDER BUYING THERE IT WAS BECAUSE OF THE GAS CARD. CAME TO FIND OUT
IT WAS A RIP OFF...VERY SADD STORY FOR THIS ECONOMY YOU REALLY CAN'T TRUST NOBODY.

I ordered a love seat from the Murphy NC store. did not notice the defect for a few days. one side of the loveseat was plump and full. the other side collapsed when you sat upon it. stopped by Ashley and they sent a technician out to see it. He agreed that the one side did not have the proper filling in it. He agreed to take the loveseat back to the store and restuff it. also the frame was splintered. they brought it back in 5 days and when we checked it the cushion looked the same. we told him to take it back..he refused and said that as far as he was concerned it was fixed...please do not buy their inferior furniture...wish we had done our research

Unless a store actually manufactures their own furniture "on-site, " it can often be very difficult to estimate shipping and arrival time. Most furniture sold today by the big brands is now made overseas. In the days when you ordered a sofa that was made in north-east Mississippi or Hickory, NC., delivery times were much more controllable because the furniture could be made to order and shipped out by a truck in a relatively short amount of time- typically within 3-5 weeks. Now that most of these companies are nothing more than "middle men" or "marketing companies" between the actual manufacturers overseas and the retail stores here in the United States, inventory flow and delivery issues are now beyond the immediate control of the retail store owner and even the "brand" marketing company.

Having been on both sides of the fence as a manufacturer's representative AND a retail store owner, I feel for both sides of the issue. If I receive 95% of my inventory within 3 to 5 weeks, I feel comfortable telling a customer that they SHOULD receive their furniture within that time frame. Now look at the 5% of the time that furniture does not come in. What is the issue?

I can guarantee the retailer doesn't want to keep you waiting. He/she doesn't want you calling every day to see where your furniture is. The retailer genuinely wants to get your furniture delivered and get you satisfied, but conditions beyond his/her control can create an unfortunate situation for everyone. Let's assume that you order a sofa that is just flying off the floor at every XYZ chain furniture store. All 200 stores have sold 5 this month and they only have 500 sitting in a warehouse. Because the majority of this furniture is made overseas, there will be a time delay in getting it to you. The "manufacturer" must purchase at least 500 more from the factory overseas. This takes time. The overseas manufacturer may be set up to produce "Style A" for the next 3 weeks, then they'll start remaking the "Style B" that you ordered. Then they box them up and put them in containers. The containers sit at the factory for a few days to be taken to the overseas port. They sit in the shipyard for a few days waiting to be loaded. Now we're at a month. Boats don't travel at the speed of sound, and they typically don't make a Bee line for California. Just like a UPS truck doesn't carry one package straight to your door, container ships may or may not make stops to other ports along the way.

Once the container is in port, many things can happen to slow things up again. Remember the dock worker's strike in Ca. a few years ago? Containers sat unmoved for weeks! Because of our current fear of terrorism, paperwork and inspections can slow things down. Once the containers ARE unloaded from the ship, they then have to travel to the "manufacturer's" warehouse. Ashley, for example, has warehouses in California, Arcadia, Wisconsin, Ecru, Mississippi, and a few other locations. It takes time to get the containers from the port, through trucking terminals and railroad terminals and delivered to the warehouse.

Once at the warehouse, your "style B" sofa will sit in huge racks along with orders for dozens of other stores. No retailer nor "manufacturer" can absorb the cost of shipping ONE item via truck to the store, so retailers must "Build" trucks- that is to say that they will try to consolidate multiple orders on one truck to spread the shipping costs among multiple orders. If you want a $200 sofa shipped by itself, the freight will probably be about $150. No retailer will stay in business eating this cost, however, they may be able to ship 10 sofas and 30 cocktail tables for $500 total.

So your furniture was out of stock at the manufacturer's warehouse, had to be ordered from China, traveled overseas on a boat, by rail and truck to a warehouse 600 miles away, and now has to make it to your local retail store.

Look at our economy right now. People are not buying furniture, so there is another complication: building truckloads or LTL (less than truckload) to take advantage of volume shipping. If your retailer has sold 3 sofas this week and maybe a few odds and ends, he's not going to lose the money to go ahead and have 5 or 6 pieces shipped. Your sofa MAY be sitting in a warehouse, but it's not going to budge until a specific freight rate is reached.

Through my experience and as I stated earlier, 95% of transactions go very smoothly. When things are going well, they're usually great, but the 5% of the time when a customer orders items which are out of stock, the retailer NOR the marketing company (manufacturer) have a guaranteed delivery date. Storms, hurricanes, strikes, equipment failures, quantity on order, and a variety of other factors beyond the retailer's control can GREATLY affect your furniture's arrival time.

Having sold to over 200 retailers as a manufacturer's representative, I haven't run in to a single one that "wants" to hold on to your money and keep you irritated. Now from a retailer's perspective: when a customer calls 2 or 3 times a week to find out where their furniture is, the best thing a retailer can do is ESTIMATE an arrival date based on past experience. There is not a GPS locator on your sofa. The retailer can't say "oh, it's in Wichita Falls at a 7-11 and Bruno is refueling and getting a burrito...it should be here tomorrow." At best, they can find out IF the warehouse has any coming in, what the warehouse' ETA is, and guess how long it will take to turn it around, build a truck and get it to your local store.

A retailer has enough trouble dealing with sales reps, ad reps, rules, regulations, government, payroll, and the 10, 000 other things that make a store work than to concentrate on lying to you and making you wait.

I place the blame on the American buying public. Everyone wants a $2, 000 look for $199. Everyone wants to make $15 or more an hour. How can a domestic manufacturer pay workers $15 an hour, provide benefits, match 401k's, pay employment tax, paid vacation, family leave, meet OSHA requirements, deal with frivolous lawsuits, pay 941 taxes, dividends to shareholders, buy raw materials from other domestic manufacturers and manufacture a quality sofa that will retail for $199? The answer is that they probably can't.

If we could hold on to our manufacturing jobs domestically, you could probably get your furniture much quicker, but the American public, for the most part, is unwilling to pay $699 for a sofa made from quality materials when you can buy a "made in China" sofa for $199. They may look the same on the outside, but on the inside, they are entirely different.

Many of these so called "manufacturers" that have their merchandise built overseas do so because of substantially lower overhead (not just wages- but also taxes and regulations). They make items that LOOK nice, but are generally much lower quality. I refer to it as "disposable furniture." You may get 3 or 4 years out of it, but that's probably about it.

**I am not making any claims about policies or procedures at particular companies. Examples given are hypothetical and for illustrative purposes only.

Wow, there you have it, folks! I was looking for the phone number to the store so I could buy a table from them but now I see the reason why I should buy it somewhere else. With comments like the above, I will never buy from this store!

Furniture for the most part is imported from China. There can be damage in the box. ALL furniture retailers have to touch up & repair product before & after delivery. Having a tech come out to repairyour product in many cases is better than the product out of the box. You perope who think the product shoulde 100% pon delivery arliving in a dream land. My favorite are people like you who come into a store & demand the product be exchanged. Wake up sister. The new product may have the same issues. No matter what price you pay these issues happen. How about you let the tech do his/her job? Also, when you call the sales person or manager & start ### about things it's not going to help your case. Most of the time you will get the run around becasue you are acting like such an ###. Nice & calm gets you much more service!

Love the concern by corporate! They know exactly what they are doing. I spent 8k on what appeared to be quality furniture on their floor. What was delivered was complete garbage that is falling apart after 5 months. They should be shut down and sued.

I agree, same thing happened to me. Definitely not what I picked from the show room. The set in the showroom did not sink to the floor when you sat on it. The set that arrived at my house you had to pull yourself out of.

Not to mention how much I paid for/got ripped off. The set is falling apart and I do not abuse my furniture. I have actually had better furniture from a rent to own store. Still have the rent to own set that is in better condition than the set from Ashley's. The rent to own set was bought in 1999, Ashley set bought in 2007.

So, needless to say, when the subject comes up on buying new furniture with family, friends and collegues I suggest they DO NOT go to Ashley furniture. Bad news travels fast and I can say I will never buy there again. Highly disappointed!

Cincinnati, OH - Sharonville Location

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!

I purchased a dining set from Ashley furniture(Elmhurst) on 7/17/11. They delivered a damaged table on 8/13/11, I declined and I had to wait for 2 more weeks only to receive another damaged set. I complained to the stores and they say they cannot refund but will try to send another one after 2 weeks. They point to the sales orders terms & conditions which are not consumer friendly. They are least worried about customer inconvenience. The person taking the complaint even tries to say that I have been declining it without any reason or the dinig set has it as a feature and I didnt look at it properly in the showroom. I clearly said that one corner of the table has its wood chipped out.

I recently purchased a sectional couch from ashley furniture on martin luther king blvd.I purchased the couch on january 4th 2013 and was told they would be delivered january 29th.Me and my wife also wanted some throw pillows and the sales rep told us to take them to the girls at the purchase counter.We were treated very rudely when we walked to the counter and asked for heip purchasing the pillows, almost like we inconvinced the girl by wanting to make a purchase.That was the least of our problems, January 28th we get a call saying they do not make that couch anymore.I sold my old couches to make room for the delivery and was having a superbowl party in 5 days.We go down to the store witch is 44 miles round trip to pick out new couches and were told sometimes these things happen.I tell the manager he should compansate us for not callling us sooner, he offers 150.00 store credit but cannot use it towards the new couch and recliner we picked out.So I said fine just get me my couches before feb 3rd, he tells me he can get me the couches but not the recliner.So when its time to check out we get hit with 2 seperate delivery fees since the recliner wasnt ready until feb 5th, I decine that and tell them i will just pick up the recliner.So they discontinue my couch then want to charge me twice since the recliner wasnt ready on the same day as the couches i ordered 1 month ago, then they tell me its a 10.00 extra delivery fee for a sunday delivery.I go to ashley today to pick up the recliner with my son and once again treated rudely by the girl out the counter, she got frusterated because i didnt know where to stand to make my pick up. When the guy brings out the recliner whitch is power operated, i tell him i want to plug it in to make sure it works and he says they dont have any plugs by the pick up door and that is covered for 72 hrs if there is a problem.Well needless to say the recliner has no power and doesnt work, so now im back to ahley 44 miles again to take it back and tried all afternoon to have a manager call me back.Im done and at my witts end with this place, left a message for the manager and told he would call me back...To sum it all up the customer service was appauling, was lied to, traveled 160+ miles back and fourth to make my purchases and take back products and be charged extra money for thier mistakes...I will never shop there again and will tell everyone i know not to shop there...

Unfortunately, if we do not hear from a consumer, we are unable to assist. Should Mr. Morales contact AFI, we will review the information and proceed from there.

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!

Ashely Furniture is a joke...They don't honor there warranty and have poor quality leather...they make up stories and will not work with you...I'm talking about the store in goodyear, Az...I personally would like to sue them

I think you are wrong. You are placing blame on a company for some very poor business miscalculations on your part! You got stuck b/c you were trying to make a quick buck. and for Nutz's comment, you are nuttier than squirrel turds. Its furniture people! Not your passport back from Uganda.
There is a reason they are the largest furniture retailer in the US. There will always be outliers (you two). Take responsibility for your own actions. Ethics had nothing to do with the situation

The people there work under fear. Many times they can't do what they should do (I'm talking supervisors) because they are afraid of their higher ups who may very well be dumber than they are. So, it's a culture of lies and stupidity there. The most easily understood concepts of efficiency, fairness, safety, integrity, go right out the window many times. They're more worried about the next quotas and profit charts then they are about your "American made" furniture that is partially from China.

My husband and I have recently purchase a Sealy Mattress from Ashley. We had asked the Jolie Firm Pillow top. My husband called the store and told them what we wanted and was told no problem. He was even told that they had it in stock and we could pick it up that day.(Wrong) When I got to the store to pay all of the paperwork was all done to the point that all I needed to do was to sign. I asked the sales lady several times to make sure that we would would be getting the Firm Mattress. She said yes, every time I asked. I was also sold a mattress protector and was told that I need to buy that in order for the warranty to be valid. I was also told that I would not be allowed to take my mattress home that, ALL there mattress are made at the time the customer orders. I was find with that and I asked just to make sure that I was getting a firm. The sale women reassured me that I was purchasing the Firm and had nothing to worry about. I got the mattress last Wednesday, and everything appeared to be OK. My husband and I thought it unusually soft, and ignored it till I said something two days later. It wasn't until he pulled the bed out and we saw the tag that said PLUSH. I immediately called Ashley and got no respect. I informed them that it was an error on there part not mine. They didn't even want to hear it. The manager even got on and was yelling at me. All the while waiting for a phone call from my sales lady. NO call has come to this day. I ended up calling yesterday and got the nice lady who checked me out. She remembered me and even remembered me asking several times for the Firm Mattress. The sales woman still has not called and now a new manager is involved, Again waiting for a call back. I even went so far as to have Sealy call them. I guess I just have to wait. I just cant sleep another night on this mattress. I just wish Ashley would own up to there mistake and resolve this problem. We were not informed of there return policy either, but we were told that we had 25 day comfort period by another salesperson when we were in the store a week prior. I have to update this with the outcome.

I agree. Buyer beware. Do not buy furniture from Gardiners in Pasadena/Glen Burnie, MD. I purchased a cabinet from them. When the delivery men came, one of the men was downright rude and disrespectful as he entered my home. He complained the piece was too heavy and he was not going to carry it up the stairs and said, "Where else do I want it?" He told me I would have to sign a waiver so that if he damaged my walls or damaged the cabinet it would be my problem. I told him I would not do that. They have no common sense. The independent delivery company that delivers for them told me they would not deliver it and "thanx for shopping at Gardiners." I am amazed that a delivery service can dictate what is sold at Gardiners! I canceled the order and went to Ethan Allen...better furniture and MUCH nicer people. Plus, delivery is free there, not the ridiculous $100 Gardiners was charging me! If you do not live on one level, don't bother to shop there.

I purchased two leather sofas from Gardiners Furniture in Glen Burnie/Pasadena MD ... they were Ashley products. Both were delivered damaged (one with slits and the other dry-rotted) and replaced within a week ... two days after the replacements arrived my living room carpet has globs of white furniture stuffing all over it. As it turns out the zipper under the arm of the sofa is completely busted and Gardiners Furniture will not replace it again ... this sofa is two days old and I already have a repair complaint. If this is not bad enough I have to wait two weeks for the repair tech to fix the zipper. Everytime I sit a glob of stuffing flies out so I am stuck with furniture that I canot use for the next two weeks ... Thank you Ashley Furniture and Gardiners Furniture!

Same thing here. Salesman used bis spiel about why "blended leather" is better then bonded leather to sell me a sectional, and in the next two years it had started to crack. By the third year, whole sections were peeling off. I had bought the five-year protection thing but they said it didn't cover this, and that if I did get a covered problem, they would replace only ONE cushion or section (even though at least four were destroyed). Absolute worst furniture experience of my life and I would never let anyone buy from Ashley again.

I had the same exact problem. They replaced one of my questions on my sofa after two years of use it was cracking on the inner sides of the cushions on the reclining areas. They only replaced it because they had an ad online that said cushions 100% leather. Well, it’s two years later again. After five years and replaced cushion. It’s all cracking again. It’s pretty much junk. I will never purchase another product from Ashley furniture again. They should just write that their sofas last two years before cracking.

I have a sofa and loveseat reclining ste that almost has no “leather” left. I purchased it for just under 2, 000. In Houston. Not only does the flaking
Make a mess, but now I’m left with a couch set that looks horrible...but is a constant reminder of How much I spent on something that looks more like something someone put on the curb for trash. Ashley furniture used to be a name synonymous with quality items... which is why I purchased from them. I too purchased a warranty and it didn’t cover this type of wear. I’m embarrassed to even have company over.
I sure wish a representative would contact me and make this purchase experience Better and replace my set.

Call Al Ghadban, Sr. Regional Manager, [protected]
Gary Donovan, Regional Manager: [protected]

I purchased a Sofa and Love Seat Red some kind of simulated leather from Ace Hardware in Ellijay, Georgia. Can't remember date but within a few months the side of the sofa that I sat on started to Peel. I had not used the rest of the seating areas. I informed Ace Hardware about this and was told to contact Ashley. I called Ashley and was told this was not covered. I should have pursued this farther but did not as I am older and hard for me to do these things. After a while I tool the sofa apart and got rid of it. I started to sit on the Love Seat and within a few days the Love Seat started to peel. This is the worst furniture I have ever bought. I know nothing will ever be done about it. I just want as many people as possible to know the lousy quality of this furniture. I am on a fixed income and a Thousand Dollar loss on a Sofa and Love Seat is a hard blow. I got no help from Ace Hardware or from Ashley so just gave upl

I paidvcash forva ashlry livingroom suit. the first yeaar they replacedv the back of the chair. now it is peeling again. the couch and sofa both arevpeeling. w; are retired and on a fixed income and I am stuck with a piece of junk. my old suit was 15 years old and looked better than this junk

It is common knowledge in our town not to buy from Ashley. Their furniture is sold in rent to own stores. I mean, give me a break! Their customer service is horrible! They now have rent to own in their stores. That's how they stay in business. It isn't repeat business. Let's start a class actio
Lawsuit. I know where to start. I have a seven thousand dollar leather sofa, and two chairs. My chair is horrible. Of course, it is the same story with everyone of us. I'm ready for a class action lawsuit. That way the government can get involved and they can pay all of us and get everyone their money back. There are so many that have not even posted online. If you go through town, you can hear about it. Email me if your interested in a class action suit testerteamaticlouddotcom I wrote out my email so that spam bots could not surf and load up my email.
Thanks,
Renee
Kingsport, TN

My leather sofa, which I was told is definitely not bonded leather, is also peeling and the 7 year warranty which I purchased separately does not cover peeling. I also purchased a mattress set. Boxspring was defective and Ashley replaced it. The problem is that the part of the mattress directly above the defective area of the boxspring has never risen up. It is still sloped down but not 1 1/2 inches so Ashley will not replace the mattress. The bottom line is that I will never step foot in Ashley again.

We have had the same issues with Ashley Furniture as the OP complained about. We spent a small fortune on a total of two sofas and a love seat from a store in San Antonio that were advertised as 100% genuine leather on the cushion portions, and all three have significant peeling - one sofa is almost completely peeled to the point where basically all that's left of the bottom cushions is the fabric-like material they bonded the cheap fake leather onto. It is an eyesore and an embarrassment whenever we have people over and we've just now ordered new sofas from a different manufacturer. The two sofas are not even the same models as they were purchased at different times for different rooms, but it seems ALL their "real" leather pieces are crappy fakes and peel the same way. I now despise Ashley Furniture - they are a fraud and knowingly mis-advertise their products. I will NEVER EVER again set foot in one of their stores.

I am the store manager in question from the Winston Location and have been at the Winston-Salem AFHS since it opened and I have personally attempted to contact Mr. Hill regarding this posting and have received no response to date. Ashley Furniture of Winston-Salem, NC has a outstanding reputation for our prices, quality and service with all of our Thousands of very satisfied customers.
Chuck H.
GM W-S AFHS [protected]

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the Ashley Furniture Consumer Affairs Department, so we can assist you and the store in reaching an acceptable resolution.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!