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Ashley Furniture review in Eugene, Oregon: Defective Product and horrible customer service

To make a long story short, their products are very poor quality and the customer service (for sure at the Springfield, Oregon location) is the worst I've ever encountered!!! Here's the story: Today is Saturday, the furniture was delivered on this last Thursday (2 days ago). We noticed that one of the trim boards on the top of the dresser is warped and bent. When we purchased the furniture, we were told that if they deliver, they come and pick it up if repairs are needed. We called them to have them come get it and either fix or replace it. Because the delivery was complimentary (they called and offered to deliver for free since the 'warehouse was full'), they are saying that they will NOT come and get it. We can hardly lift this thing left alone get it in a truck to bring it back. When I told her that it was likely damaged in the delivery, she then stated "Well, it came from the manufacturer that way then because all we do is box it and bring it to you". Two things come to mind when she said this, 1) It's sad that they won't stand behind their product that THEY sold us; 2) It easily still could have been damaged when THEY had possession of the furniture. The gal (don't know her name but sounded middle aged) at the store (Gateway Mall, Springfield, OR location) began to get very rude, raised her voice, constantly interrupted me and was not helpful in any way! I told her that it's sad in the economy we're in that they aren't trying to have more satisfactory customer service and that I plan to tell all my friends and family about this horrible experience and to NEVER shop there again. I ended up getting very upset with her and hung up on her. She was definitely the worse person for customer service that I have ever encountered.
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Review
#191896 Review #191896 is a subjective opinion of poster.
Service
Ashley Furniture Delivery Service

Ashley Furniture Useless Warranty

We purchased a leather couch and love seat and opted for extended warranty for $ 199 from Ashley Furniture in Regina, Saskatchewan, Canada. Within a week of purchase, we noticed a large tear under one cushioned arm. Contacting their customer service, we were asked to email pictures of the defects to them. To our dismay, after reviewing the pictures, they informed us that they wouldn't cover this significant defect. They would not even allow us to discuss the claim with a manager! We found the customer service agent to be rude and totally unsympathetic... Anyway, our advice... avoid this company like the plague!
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3 comments
Anonymous
#692244

Hello,

I am researching this company-- Can you get in touch at 204-788-3210 or holly.moore@cbc.ca - I am a journalist in Winnipeg. Thanks! Holly

Anonymous
#260394

I purchased furniture also. Extended warranty our couch and loveseat cushions deflated.There guy camew out 9 times.Now the seams on both arms coming a part.I e-mailed better business bureal.Whow did they move fast.I am now getting new replacement and warranty also.It took less than 1 week.Try it.Hope it works for you.

Anonymous
#177843

similar issue for me...purchased a warranty for $399 that is effectively useless. In addition, we were blatantly lied to by the sales person as to what was covered by the warranty.

Filing a complaint with the BBB today.

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Review
#191517 Review #191517 is a subjective opinion of poster.
Product
Ashley Furniture Warranty

Ashley Furniture review in Memphis, Tennessee: Paid for furniture with July delivery then told Sept. delivery

This company has the worse customer service! I paid for furniture that I was told was available with delivery planned for the last week of July. I was told someone from the store would contact me to arrange delivery date and time. After 3 weeks of not hearing from anyone I called the store only to be told that my furniture would not be available until Sept. I made several attempts to resolve this but as yet have been unsuccessful. No one will return my calls, and when I call, the manager or 'person' I need to speak to to handle the situation is unavailable- either in meetings or off. They have ruined my surprise room makeover for my daughter and could care less. Neither the salesperson, store manager or anyone of the 3 people i have spoken to in customer service have offered an apology for the circumstance. Terrible, terrible business!
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1 comment
Anonymous
#170647

My boyfriend has the same problem. He ordered a bed in may and now has an end of aug.

delivery date. However, he has been given free insurance on it and free delivery as well as a refund of the taxes he paid. They should give you some of these things if u complain enough. He calls about once a week to keep them annoyed enough to keep giving him more stuff.

Also a cust. service rep told him if it is more than 10 days past the est delivery date you can get a full refund no questions asked

Review
#191406 Review #191406 is a subjective opinion of poster.
Service
Ashley Furniture Delivery Service

Ashley Furniture review in Dallas, Texas: Ashley makes me wait 2 months for my dresser

I purchased an entire bedroom set from Ashley Furniture 6-3-2010. When I did the salesperson told me that there was a 6 week backorder on the dresser which I decided I could live with. When the dresser was supposed to be delivered I got a call that it was still backordered but that I would most certainly have it by 7-24. Now I am getting a call that it's STILL backordered and won't be delivered to me until 8-07! That will be two months of waiting for one dresser. I'd rather pay a little extra and go to Gallery Furniture whom I have bought from before and they delivered ASAP on the same day.
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Review
#190849 Review #190849 is a subjective opinion of poster.
Loss
$2500

Ashley furniture store in Florence SC

Purchased furniture from Ashley in Florence, SC. The couch had a long cut on the front of it, the loveseat and recliner had scares and nicks on them. My husband called the store and told them about the furniture and of course we took pictures. When we ask about returning the furniture their is a 20 % restocking fee. I am so pissed off we paid $3600. now we keep damaged furniture or lose $760.00 Why are we the ones that are punished and not the ones that damaged it. Will NEVER buy from Ashley again and was a long time customer.
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Review
#190574 Review #190574 is a subjective opinion of poster.
Product
Ashley Furniture Loveseat

Ashley Furniture review in San Antonio, Texas: Sold defective furniture and will not replace

Ashley Furniture delivered a couch and love seat and within 3 months the cushions went flat. They will replace them with the same material and I'm sure we will be dealing with it again in 3 months. They say this is not a manufacturers defect and they really don't have to do anything. Since when is your furniture designed to only last 3 months??? By the way we have bought many furniture items from them and you would think that would have some power; believe me they could care less. I have always promoted them to friends and family and now I will personally email everyone and tell them DO NOT buy from Ashley Furniture Stores!!!!
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4 comments
Anonymous
#377734

I wish I had read this before I bought furniture from them. My dining table paint is wiping off and they told me it was because something hot must have touched it....hmmmm it's a dining table.....should be able to hold hot plates and cold glasses. Do not shop Ashley Furniture in Naples, FL!!!!

rob92307
#187494

My family went out this weekend and looked at some Ashley sectionals and since then have seen nothing but complaints about their service.I am now looking at different manufacturers.Thank you for your post.I would like to add to you do not purchase a serta mattress if you are ever in the market.Same horror story!!!!

Anonymous
#187487

Ashley Furniture sucks!! My husband and I are disabled and purchased a sofa from an Ashley store that went out of business.

Right before they went out of business is when we started having issues with the cushions on the couch. They gave us the Champaign store's phone number to help us continue the warrenty. Every 4-6 weeks the cushions go flat!

It feels like you are sitting on wood! I will never purchase Ashley furniture again!!!!!

Anonymous
#170896

We bought a "Millennium Edition" leather sofa from Ashely Furniture for $2200 on 08/26/08. We stated to the salesman that we wanted the strongest furniture that they had.

He sold us the couch and within the 1st six months of owning it, we had appx. 6 service calls. We have had numerous problems with the handle release mechanism on the left side. We have had numerous problems with the recliner mechanism with both sides.

After the 1 year labor warranty ran out we started being charged for service calls. We have tried to have the furniture replaced with same or same value furniture. We were told by Sherry Bunpkin (I believe that is the correct spelling), head of customer service that there was nothing they could do. So basically, it was YOU BOUGHT IT, YOU DEAL WITH IT!!!

All you get at Ashley Furniture is junk furniture at a high price. I highly recommend Lazy Boy instead! Do NOT buy from Ashely or Morris Furniture.

PS: I haven't even mentioned the problems with my overpriced mattress set that I bought from Ashley at appx.

the same time. BUYER BEWARE!!!!

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Review
#190210 Review #190210 is a subjective opinion of poster.

Ashley Furniture is Terrible.

Ashley Furniture is not a store that prides themselves on customer service. I have been waiting for a bedroom set for 4 months. I was told at first that it would take a couple more weeks for the furniture to get here, and then I was a different date, followed by a later date, only then to be told, "maybe sometime in August?" I furnished my entire home with Ashley Furniture, and the only thing I was given was a $100 gift card. I am now cancelling my order, and will not be purchasing anything else from Ashley Furniture in the future.
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Review
#190188 Review #190188 is a subjective opinion of poster.
Product
Ashley Furniture Gift Card
On March 2010, I went to Ashley Home and Furniture and bought a complete bedroom set. They told me that since their factory was in California, the furniture was going to arrive after 8-10 weeks, after 11 weeks we went to demand any explanation why we did not had...
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3 comments
Anonymous
#173752

They "build" very little here in the US. A majority is made in SE Asia and they have to "ship the goods" from there to the US.

Then put it in a warehouse/Dist. Center and then get loaded onto Semi and then taken to the store that sold the items and finally delivered to the customer

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Review
#190178 Review #190178 is a subjective opinion of poster.
Product
Ashley Furniture Furniture Set
Loss
$1200

Will never purchase from Ashley Furniture and suggest you do not either

I purchased a couch back in April, returned it immediately as quality was extremely poor. It is now mid July and after having spoken to numerable representatives including Managers such as Area General Manager Anita Anzar and local Sales Manager Hector Gutierrez, I have nothing good to report about the customer service I've received or better yet, complete lack thereof. I have been treated rudely, been outright ignored, accused of lying, and worst of all, gone in circles chasing less than $400 for a return a month and a half after I personally returned the poor quality couch I received. From the beginning, the salesperson that sold me the couch lied to me, claiming he was unaware of the % discount a previous representative informed me of, but would "do me a favor." I was later told by another salesperson that this particular person was known to lie to customers. Since the return, I've been accused of not having returned a cleaning box associated with the purchase and was charged $40. I was told the return wouldn't be processed because of the cleaning box, which had been returned but not entered in the system. This dealing was with Anita Anzar who spoke me rudely. Then 10 days later, seeing no return, I had to go back into the store in order to actually speak to someone. At this point, I was told the couch was not entered as returned. It is now three months past the date of purchase and my return has not been received. My latest dealing was with representative Tay to address her promise to me that I would receive the return no later than this past Wed. It is now Friday. I was told that it was processed with no offer to help further. At a complete loss of what to do as I have not received any return calls from the customer service line [corporate] either, I have to say that I will never purchase from Ashley Furniture again. This store in Ahwatukee has completely tainted and demolished Ashley's reputation. Futhermore, I will look for every opportunity to recommend that anyone I know does not purchase from Ashley Furniture. Ashley lost any business I would have given having just purchased a new home and any chance at a good referral.
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Review
#189843 Review #189843 is a subjective opinion of poster.
Service
Ashley Furniture Sales Manager
Loss
$400

DONT BUY FROM ASHLEY FURNITURE - POOR SERVICE

My wife and I and purchased $3400 worth of furniture. Of course this was during a sale. The salesperson had told us that we could pay a restock fee if the couch was too big and we wanted to exchange for a loveseat. The salesperson led us to believe that we would be able to exchange for the sale price. That was a lie. When it arrived we notified them immediately (you only have 24 hrs) the store manager said they don't do restocks… or exchanges. After some pressure they changed to say they would restock at 30% which we were ok with; but that we would be priced on the exchange at full retail. That difference was $800. That was again out of alignment with what the salesperson had told us. Needless to say WE WILL NEVER BUY FROM THEM AND WILL RECOMMEND THAT NONE OF OUR FRIENDS SHOP THEM… Their customer service is horrible and I just hope the furniture we purchased lasts. From what I have read on the blogs I don't have much hope. We have never had these with Dillards, Havertys, Thomsville or Stacys… SHOP THEM NOT ASHLEYS!
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Review
#189824 Review #189824 is a subjective opinion of poster.
Loss
$3400