Anonymous
map-marker Charlotte, North Carolina

Lies, Poor Customer Service and the Missing Ottoman

My wife and I purchased a sofa, love seat and an oversized chair with an ottoman. We were sold the sofa and loveseat were backordered but they did arrive for deliver along with the chair about 8 weeks later. To our surprise the ottoman was missing. - First issue, the delivery men had no clue and simply told us to contact the store. - Second Issue, went into the store, in Pineville, NC and they informed us only then that the ottoman was "backordered and we had to wait another month for the ottoman to arrive. - Third issue, we had to pick up the ottoman ourselves in the Charlotte Distribution Center on 3/18, almost a month after the other furniture arrived. - Fourth issue, I called the distribution ctr. on the 18th of March to confirm arrival of the ottoman before making a 20 mile drive to pick it up. The Rep on the phone told me the ottoman was there and that I could pick it up before they closed at 5:30 which required me to leave work early. - Fifth issue: got to the distribution center in Charlotte only to be told the ottoman was not there. But one could be delivered on April 12th. Almost a whole month from the original delay. After voicing my complaints to a manager on duty, I advised that we no longer wanted the ottoman. Even the manager at the distribution center could not reach the store. This required me to drive 20 miles back to the Pineville store and wait 20 minutes to be seen/heard by the manager on duty. - Sixth issue, I was told by the manager on duty that she would see if the ottoman could be delivered that Saturday. If it could not be delivered we could cancel the order. Well it's Friday 3:46pm and no work from Ashley Furniture. My SUGGESTIONS: 1. DO NOT LIE TO THE CUSTOMER 2. SET REAL EXPECTATIONS 3. MAKE SERIOUS IMPROVEMENTS TO THE DELIVERY PROCESS 4. YOU CAN SPEND MONEY AT THE STORE BUT CAN'T GET THEM ON THE PHONE
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Pros:
  • Salesperson
Cons:
  • Customer service sucks
  • No one fixed the problem
  • Delivery service
Reason of review:
Poor customer service
Anonymous
map-marker Memphis, Tennessee

Ashley Furniture - Employee Experience Review from Memphis, Tennessee

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I worked for the tupelo ms store the fired me because of my race and wouldn't let me work two jobs bout the allow the white people to have two jobs they treat people like slaves the CEO lives here in tupelo ms Jim spencer
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1 comment
Guest

They r racist at the tupelo ms store Jim Spencer owns it stash home also.they fired people for being black and having two jobs.people they dont care about u the owners are dsg Jim Spencer of tupelo ms is just one of the owners please stop shopping there

Anonymous
map-marker Santa Clara, California

Toxic off gassing from bedroom furniture

Im having an issue with off gassing from my Burkesville "Hamlyn" dresser and night stand? (Made overseas!!) Has anyone else had this problem? The furniture has been in my home for well over a year. When the furniture was originally delivered, I could smell something strange!!! It was almost like an extremely dirty, musty sour smell.. I did open the windows and let it air out for a week or so and the smell was less noticeable. The furniture is for my extra bedroom.. I do not sleep in this room and keep the door closed most of the time. I do have a sewing machine in the room that I sometimes use. Every time I would sew my eyes would burn and water.. Just thought it was tired eyes!!!

Then my husband fell, he fractured his back and required surgery.. As my husband healed, I stayed with my daughter for 2 months to be closer to the hospital. I would only return home to pick up mail and so on. The house stayed locked up during this time. After being released we took my husband home and my daughter came to stay for his recovery. She began sleeping in the spare room and right away had severe headaches!! On the first night she complained about the strange smell, so we completely cleaned and aired out room. We used lemon oil on the furniture and placed boxes of baking soda around the room.... Nothing helped!!!! She kept the windows open, but still had headaches, dry eyes, dry mouth and trouble breathing!!! Needless to say she moved to the couch and we closed the door. We began calling Ashley furniture and still don't have a solution... Because I've had the furniture for over a year the warranty is gone! I do understand the store policy, but I was only hoping to exchange for something useful. I can't afford to throw this furniture out nor would I sell to someone else.. I have a conscious and could not stand the fact that I exposed someone to this toxic mess! We've called and spoke to the manager over and over.. He is a great guy and has been extremely nice to us...BUT nothing has been done!!!

I can't believe out of all the pieces of furniture sold this was the only set with toxic off gassing fumes!!! This extra room is now useless for my family and friends... I think there should be a law against distribution of furniture containing toxic material. Where is the EPA when you need them???

Please, please share if you've had any of the same problems. Thanks

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Loss:
$1500
28 comments
Jakye Vnb

I have been feeling unwell and have been sleeping in the guest room since I bought my bedroom set from Ashley. I slept in the bed and awakened 3 nights in a row the chemical smell was overwhelming.

Clothes in the dresser smell the same.

What on earth is it? Not sure what to do.

Guest
reply icon Replying to comment of Jakye Vnb

Likely formaldehyde and other toxic VOCs. If you cannot return it, then some things to try: baking soda, keeping humidity down, keeping windows open for now while you sleep elsewhere, plants that absorb VOCs like ivy, bamboo balm, ferns, snake plants, aloes, etc, ammonia (wear a respirator mask with a filter cartridge during this treatment).

It will take time even with all these. Serious effects on your health though

Guest

I’ve had the same problem with off gasing with a recliner from Ashley furniture.. three months has gone by and the toxic smell makes my eyes burn..

I want to put a match to the chair..

wish I would have read these reviews before my purchase.. terrible..

Nicole87
reply icon Replying to comment of Guest-1924984

Hello, Please email me at cole2687@***.com I would love to talk to you further about this. I had a terrible experience with their furniture too.

Malky Kxy

I'm experiencing the same situation with a desk we purchased recently. It is currently in an unused room because we can't place it in our home office as we had intended due to the unbearable smell!

The moment we unpacked it I felt stinging in my eyes, scratchy throat, and a headache. I didn't realize that it was the desk until the next day when I went into the room and experienced the same thing along with lightheadedness.

Something has to be done to correct this problem with the company. The fumes are so toxic it can even lead to cancer!

Guest
reply icon Replying to comment of Malky Kxy

Email me at cole2687@***.com

Guest
reply icon Replying to comment of Malky Kxy

If you would like to discuss this please email me. I’ve experienced terrible symptoms from Ashley’s furniture. My email is cole2687@***.com

Nicole87
reply icon Replying to comment of Malky Kxy

Feel free to email me

Guest

If anyone here is having issues with Ashley furniture join the fb group Ashley furniture complaints

Guest
reply icon Replying to comment of Guest-1893537

Please contact me at cole2687@***.com

View more comments (27)
Emina Hae

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Mahomet, Illinois

Couch Review

I bought a couch and love seat. It has been less than a year and the wood in the couch was broke within the first month. They both are just cheaply made ***. Buying here is a big waste of time and money. Don't!
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Reason of review:
Bad quality
Eladio Mop

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Greensboro, North Carolina

Dishonest store in general

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Just purchased over $6000 of product on my sons bedroom suite and our bed. Our Sons furniture was not correct when it finally arrived and we sent back. Sales lady (Angela) on first day we were there was very slick and told us what we wanted to hear "you have 90 days to bring back" on a TEMPUR-PEDIC and moving base, we purchased and gave it 2 weeks and figured out that for sure we could not sleep on it at all. Called Ashley back they said "well give it 2 more weeks and lets see if you get use to it" so we did, still cant sleep on it. So we went in to the Ashley store, Then they tell us the $1500 base is not refundable! So after I almost ripped their head off for not telling me that when I purchased it we picked out a regular mattress that we both liked that was cheaper, ($1200) then they told us that the exchange had to be at the same price! Then we were very ticked off so talked to a manager (Nicholas Vega) he was no help at all told us however we could pick what ever out and he would exchange, costing us $300 to exchange the $2600 mattress! We agreed and waited until the day before the deliver date and called to find out that no order was made to deliver anything! My wife and I both got on different phones and both called at the same time, She was told that our sons bedroom suite was now cheaper than we paid, (we were also told while signing financing papers that we could call and get sale price within the first 30 days!) The lady on the phone gave the call to someone else that explained that because we financed we could not get the sales price! Would they really give us a sale price after purchase if we bought in cash? So do they give cash back to a customer when they have a sale on the same item they just purchased days before? I doubt it My call was the 2nd call in the same day talked to the same guy (John) that told me he would find out and call back, waited 7 hours and called again and then he says he will get the manager to call me. So no new mattress for us just a over priced sponge on a motorized base that we cant sleep on. Dont be surprised if Ashley Furniture closes in Greensboro, I will do my part in making that happen! If it was legal I would burn the building down!
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Loss:
$1500
Pros:
  • Brands
Cons:
  • Lies
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Nicholas vega is very rude. He was very ugly to my family and I. Don't shop at this store!

Anonymous

Reclining loveseat covered in DuraBlend from Ashley Furniture Home Store

We bought a reclining loveseat from ASHLEY FURNITURE HOME STORE in West Los Angeles at the end of 2011. The loveseat is upholstered in DuraBlend, a blended leather. This blended leather is advertised as easy to clean and DURABLE. We also bought a 5 year furniture protection plan. Three years after purchasing the loveseat, at the end of 2014, I noticed that on my side of the couch the material where I lean back with my head was breaking apart. I went to the Ashley store in Hawthorne to find out what to do. The manager told me that some people have come in with the same problem with breaking apart upholstery material even before a year is up. It is caused by shampoo and body oils. My protection plan excludes perspiration, hair and body oils. This is written in small print on the bottom of the page. Now, in April 3 years and about 3 months later after the purchase, the material is breaking apart where my husband sits. He wears pants when sitting on this loveseat. How body oil got on his seat is a mystery. We are seniors and did not abuse this furniture. I believe Ashley knows that DuraBlend is an inferior material and not able to withstand normal use. MY ADVICE: DO NOT BUY ANY FURNITURE COVERED IN DURABLEND. IT BREAKS APART AND IS NOT WORTH THE MONEY. Margarete O'Brien
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Reason of review:
Bad quality
Anonymous

Peeling leather

Leather pealed at head rest on chair. We have five year warranty. Called. Sent pix of damage as requested. No response. Called. Told I would get call-back. Nothing. Emailed Corporation web site. No response. Emailed different corporate address. No response and then... Response! And several phone contacts later... This morning a very pleasant and competent "Furniture Doctor" (Simon) made us whole again. Persist and I think you'll find Ashley ultimately accountable. But of course you should not have to expend this much effort to have your grievances allayed. Yet I think if you stay the course, whine on, Ashley might just get the message and become what they say they are. Jack Taylor Jacktayl@***.com
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Reason of review:
Bad quality
Anonymous
map-marker Nashville, Tennessee

Ashley Furniture - Chest Of Drawers Review from Nashville, Tennessee

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I purchased furniture on MLK day 2015 (01-19-2015). After I paid for, I was told delivery will be on March 03-2015. First they delivered bed room set on February which was included broken chest follow by delivery of incomplete sectional furniture on March 03. For the remaining of sectional latter they send wrong piece. After that they send somebody to evaluate broken chest and following week they replaced wrong piece of sectional and now I am waiting for replacement of broken chest to be delivered.
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Reason of review:
Damaged or defective
Brissia Mpu
map-marker Long Branch, New Jersey

Ashley Furniture - Working Conditions Review from Long Branch, New Jersey

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Ashley Furnitire does not care about thier employees. They do not care if you have a family or prior commitments. They expect thier workers to work like dogs and be happy. The sales people do not get paid. The customer service girls are over worked. The managers hide and make them deal with us upset people. Also, being an ex employee you never know when you work. They exoect you to drop everything the day of when they say come to work! you are promised so much when they hire you but all lies!
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Anonymous
map-marker Charlotte, North Carolina

Ashley Furniture - Furniture Set Review

February 4, 2013

Jonathan Ishee, CEO & President

Ashley Furniture Homestores

2820 Selwyn Ave

Suite 300

Charlotte, NC 28209

Dear Mr. Ishee;

I would like to thank both you and Charlie for the opportunity to have been part of the Customer Service team at the Distribution Center for eight (8) months (4 months as a contract / temporary employee). My last date of employment was January 15, 2013.

As a Customer Service Representative, I was very dedicated, committed, and willing to perform any and all task asked of me including responding to management calls / complaints, filling in at the front desk, and moving furniture. I developed an excellent rapport with customers and co-workers alike, and received numerous compliments for my customer service. I was hired full-time in September 2012 to serve as part of the 911 Management team.

When accepting this responsibility, I was led to believe I would be part of the “911 team” only to find out there was no team. I was expected to “make contact with all 911 customers before 5:00 PM and resolve issues and settlements in addition to handling the high volume of calls on a daily basis. I was given one (1) hour (between 4:30 and 5:30 PM) to review, respond, and resolve the influx of customer complaints. While I had an extremely high success rate at both satisfying customer’s needs as well as fair settlements in the best interest of customers and the company. What I found most disturbing was I had to basically “lie” to customer perpetrating as a manager because my supervisor refused to take manager calls!

I brought this to both Anita Harris and Alicia Thompson’s attention the fact that I felt “rushed” and “stressed” and was not given ample time to handle 911 complaints appropriately recognizing these complaints were serious and had potential to escalate. Anita assure me she would put me just the “all hands” group for regular calls and that would allow more time to dedicate to 911 escalations. That never happened.

After a few months of handling both customer service calls, 911 calls, and calls from other representative asking to speak with a Supervisor, it began to take toll. This, coupled with the badgering, harassment, and micro-managing style Alicia Thompson has only added to the stress. While I refuse to make this a referendum on Alicia Thompson’s lack of management experience which is quite obvious. I sincerely believe Alicia Thompson is a nice person; however her bold, accusatory, humiliating child-like treatment of others makes her downright ruthless and vindictive.

In my 30-years experience as a Claims Adjuster, College Instructor, System Engineer, Project Manager, Manager of Information Systems, and Director of Technology, I have managed many people on my team(s). I confirm with true conviction that I have NEVER been in or worked in an environment where one (1) manager is allowed to treat people the way Alicia does and get by with it. The way Alicia treats people (especially males) is unfair, unethical and in many regards inhumane. Undoubtedly, Alicia Thompson is the most despicable people I have ever encountered in any work place. Nobody likes her within her department, the service department, as well as UST. This, in part, is due to her hateful, uncouth, tyrant attitude that rarely serves in the best interest of Ashley customers.

The majority of CSRs have gone to Anita Harris with complaints about Alicia, including myself. Anita “pretends” she will speak with Alicia, but change never comes. I recall during one of my meetings with Anita Harris in August 2012, even she asked me what I thought was Alicia’s problem. My first, and most politically correct response was “lack of experience”. And at that time I suggested training and mentorship. Later on, it was quickly revealed that Anita Harris supports this tyrant behavior. Playing “gotcha” and being an “attack dog” has no place in a professional environment where strong leadership and professional development should be encouraged. Management by intimidation may be effective in other places and possibly the warehouse, but not with seasoned, hard-working adults who give their all.

I am writing this letter out of concerns for others who enjoy their jobs and subjected to unfair treatment. This impacts performance and may well lead to health issues as I experienced. This is a very serious matter. I lived it until I decided it was not worth risking my health any longer.

In December 2012 I submitted my letter of resignation effective February 28, 2013. I gave a two (2) month notice for several reasons: 1) out of loyalty to the department allowing time to hire a replacement; and 2) hoping this would get Alicia off my back for the short time I had left. Unfortunately, it only got worse! I was forced to leave my job, one that I enjoyed and performed very well, six (6) weeks before my resignation date (losing 6 weeks of pay) because of the hostile and stressful environment created by Alicia Thompson.

In early December, I filed a complaint against Alicia before going out on sick leave for a few weeks due to the stress. When I returned from sick leave in mid-December I feel this was a conspiring act of retaliation (with details to support). When I left Ashley Furniture two weeks ago, this was very evident by Anita Harris quirky, smirky response; and Alicia Thompson’s loud outburst of laughter. This, I find tacky and unprofessional.

The actions and attitude of the customer service management staff are certainly NOT in line with the Christian principles on which the company was founded. What a disappointment.

Working at Ashley Furniture was a learning experience. I had the opportunity to meet a lot of great customers, work with a fantastic team of employees, including UST, and I hope I was able to “make a difference”. I would be remised to not recognize Carla Cecconi for her hard work, encouragement, and ability to get the job done! Everybody loves Carla!

There are many great hard-working people in the Customer Care Department whom I have had the opportunity to get to know on a personal and professional basis. It’s very unfortunate that they have to work in fear and by intimidation. Their environment is set daily and often disrupted by Alicia’s Thompson’s mood-not know who will be targeted and picked on. No one should be subjected to this type treatment, nor should they be forced to resign from a job they enjoy. In an effort to maintain my pride and integrity, I was forced to resign.

There is a serious personnel matter prevalent in the Customer Care Department. I am hopeful that someone from the Human Resource department will intervene, investigate and if possible speak with the representatives to hear their concerns.

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6 comments
Guest

I use to work at one of the stores. I had many issues with the two so called managers.

Not customer friendly. Was spoken to like I was a small child by Alicia. Instead of helping the customer like we all should she was too worried about who should help the customer . Really.

?? Come on someone needs to wake up .

Guest

Need to report to the news and Eeoc . I will join.

Guest

I'm a former employee also . I had to leave because of the same issues.

They don't care about the customers or their employees. How can an owner just ignore this . I complained.

And nothing was done. So I left .

Guest
reply icon Replying to comment of Guest-856606

Rarely do employees leave their companies. They do however, leave because of their bosses.

Because I work for a competitor, I am pleased to see little change in this highly critical area of customer service.

Alicia Thompson and Anita ... you go girls!!

LMAO!!

Guest
reply icon Replying to comment of Guest-856613

They both are horrible managers . Have no clue how to treat a customer or employee.

Your a competitor you have nothing to worry about. ......

This company will go under if the ownership believes these two ... And think they have his best interest .

Guest

This is so true I experienced the same things. But yet both if those horrible women still work there .... What is that about

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Carletha Ebi
map-marker Portland, Oregon

Ashley Furniture - Furniture Review from Portland, Oregon

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Well all I can say is buyer beware! Ashley furniture has such horribly deceiving policies just to ensure a sale. I purchased over $12,000 in furniture and items weren't delivered on time. When we tried to cancel and return an undelivered portion they refused. They stated that you have to cxl your order within 48 hrs of purchase to get a refund (even though it can take them weeks to deliver), even though they didn't deliver on time (they actually defaulted on their promise...but I am to be held to the fine print). I told them I still had 3 rooms to furnish...about $30,000 more to spend...didn't matter! They simply refused to refund 1 *** chair that they hadn't even delivered yet. I am held hostage by their policies...so frustrating!! Do believe I will be taking my business elsewhere!" They simply do not care about their customers! Buy at your own risk!
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Reason of review:
Problem with delivery
Anonymous
map-marker San Jose, California

Ashely selling fake leather furniture.

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We have exact same problem with our set of sofas (Love seat and Sofa). We purchased them from Ashley furniture in Fremont, CA. Just after 2 years we noticed Sofa was peeling. When we bought them we were told that they were made of 100% leather. One of our friends bought his leather sofas from Macy's. His sofas are 10 years old, they are still in great shape. We bought 5 year warranty from MFS because we were spending $2200.0. We filed claim with MFS, they declined stating that is not covered under warranty. They put this under normal wear and tear. I've told many of friends and sent in our company group alias not to ever purchase Ashely furniture. They are just selling fake furniture.
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Loss:
$2200
Cons:
  • Quality of the furniture
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

Unfortunately your leather is not fake it is "bonded leather" - by with a very thin leather outside is bonded to a artificial backing. I also learned this the hard way....

If you are buying leather furniture you have to purchase "Top Grain" Leather - this is a full leather hide... You pay twice as much - but worth it in the end.

Kristina Iqd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Minot, North Dakota

Staff Review

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Me and my friend went into Ashely furniture in Minot nd and they just stood around starring at us instead of trying to help we was asking each other question because non of staff would we had different look at us so I ask a white couple has they been help or do we need to go up to them for they said no someone help them already I guess some things will never change ugh...
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Reason of review:
Poor customer service
Anonymous
map-marker Winchester, Virginia

Poor furniture quality/customer service.

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A month ago we purchased a bed, chest, media chest and night stands. Headboard of bed was damaged - there were numerous scratches, dents and dings on the other pieces. Several drawers stick badly and one won't open at all. Been waiting 2 weeks for replacement of damaged headboard and night stand - with no word from company. More drawers are now sticking and we've since realized you can't look at the furniture without it getting a scratch or nick on it. What a waste of $2000+. We will never shop at this store again and encourage other to think twice before buying anything here.
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Pros:
  • Design of furniture
Cons:
  • Quality of furniture
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Chatsworth, Georgia

Ashley Furniture Bed Review

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Horrible company bought a bed set and took a month to get here and when they came one mover was drunk and had black filth all over him but they forgot my chair so it was on back order then 3 months later they were suppose to deliver it then lost it and forgot where to deliever it!! THEY ARE A JOKE!!!
View full review
Reason of review:
Problem with delivery
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