An Q

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Verified Buyer
| map-marker Los Angeles, California

Terrible Terrible Service

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Ashley Furniture - Terrible Terrible Service
Original review Aug 10, 2022

I live in an apartment on the fifth floor and have had to go back and forth down to the front of the entry to allow them to come in but did not see them not once not twice but three times having to go back and forth while as walking around the apartment building to see where they were at. The delivery team called and said they were there and never were.

The guy on the other line was speaking gibberish.

The lady Victoria whose one of the receptionist was not helpful what's so ever and we're doing a complete refund due to their incompetence and inability to provide simple service that a big company and franchise like so has no excuse and is outright terrible. What a waste of my two hours and the other hours spent picking the furniture

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Loss:
$2365
Pros:
  • Nice selection of furniture
Cons:
  • Salesperson representation
  • Integrity
  • No one fixed the problem

Preferred solution: Full refund

User's recommendation: I recommend buying from a different company…

Anonymous
map-marker Brookfield, Illinois

Still do not have the sofa

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The sofa I purchased from this store has yet to be delivered. Ive contacted them many times and the keep pushing back the date.
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User's recommendation: One

Anonymous
map-marker Brookfield, Illinois

I still haven’t received my sofa.

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Its been four months since I ordered the sofa. This is too long to wait. I am unsure of what to do now.
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Angie S Off

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Verified Reviewer
| map-marker Somerville, Massachusetts

Worst place to purchase furniture

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Ashley Furniture - Worst place to purchase furniture

Ordered a living room set from Ashley at Assembly Row in somerville, Massachusetts order came in stained and not working, while delivery company is there we called the store to ask them to fix the issue they said they will put a repair ticket in for that. one week later no one called back and no-one accept calls from main customer service line they keep transferring us to the local store we purchased from.

We call again one week later we call again and the same issue one is willing to assist all they say is call the store and put a ticket in for the issued that no one follows up on. Now today 8/07/22 we call the store in assembly row wanting to know what they are doing about our purchase that was delivered dirty and not operational; the manager at the Assembly Row store, Mercedez said we should have called the store prior to 72 hours (which we did) and not put a ticket in (which they did) otherwise we are responsible for the item. She continued by telling us to contact customer service if we have a complaint for further assistance. We did and as expected they are closed for the day.

(our frustration yet again with the store). They were happy to sell the furniture they knew were junk and not good pieces worth the money we paid for them.

Now that there is an issue with them no one at the store including the manager Mercerdez want to give the customer service attention we received when we were in the store to make a purchase. We are fed up and need return this thing out of our house.

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Pros:
  • Pros they sales associates are good at selling
Cons:
  • Customer service is the worst starting with manager mercedez
  • Treat the customer with disrespect after the sale
  • Service after the sale is not available

Preferred solution: Full refund

User's recommendation: DO NOT GO THERE IF YOU NEED QUALITY FURNITURE AND GOOD CUSTOMER SERVICE

Michael M Qzb

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Verified Reviewer

I'm going to picket your stores can't get my warrant replacement lift recliner chair.

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Ashley Furniture - I'm going to picket your stores can't get my warrant replacement lift recliner...
Ashley Furniture - I'm going to picket your stores can't get my warrant replacement lift... - Image 2
Ashley Furniture - I'm going to picket your stores can't get my warrant replacement lift... - Image 3
Ashley Furniture - I'm going to picket your stores can't get my warrant replacement lift... - Image 4
Ashley Furniture - I'm going to picket your stores can't get my warrant replacement lift... - Image 5

I purchased the warranty/ protection plan for a recliner. After sending a technician to my home, ordering parts that never arrived, the warrantee company authorized a replacement chair.

Ashleys cant find the notes. Then they can find the notes but the customer service person on the phone has no authority to get the recliner delivered.

There are no supervisors.

I have documented 24-30 phone call to protect all ( warrantee company & Ashleys) for a total of over 15 hours.

It is 08/05/2022 and the claim began on 06/21/22.

I could just buy this chair and have a new one in 7 days. Whats wrong with this picture??

This recliner is an ADA lift recliner which is for medical necessity which was explained to Ashleys & Protectall phone associated.

View full review
Pros:
  • Variety and still in business
Cons:
  • Credit limit was lowered bc i never used their credit card
  • Defective furniture no customer service only get runaround

Preferred solution: Deliver product or service ordered

User's recommendation: Call your attorney or legal advocate - I’d still buy 5,year protection plan

Featured
Jackie C Bua

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Verified Reviewer
| map-marker Wallingford, Connecticut

Quality of sofa and shady sales tactics

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Ashley Furniture - Quality of sofa and shady sales tactics
Ashley Furniture - Quality of sofa and shady sales tactics - Image 2
Ashley Furniture - Quality of sofa and shady sales tactics - Image 3
Ashley Furniture - Quality of sofa and shady sales tactics - Image 4
Ashley Furniture - Quality of sofa and shady sales tactics - Image 5

We purchased a sofa in Jan 2020, 3 months later the frame broke in 2 spots. Due to COVID it took them months to come to "repair" it.

They also tried to force me to use the warranty that was pushed on us to buy! (We were told it would cover EVERYTHING, We felt pressured and we were assured it would replace or refund any of the sofa if we were not happy with any thing in the 5 years.)

I then had to argue with Ashley's and said it is within the first year so I will not go thru the ins policy. They argued and I finally got them to send someone! It was prob 4-5 months AFTER we called about the frame.

So right off the bat we had a sofa we couldn't use for at least 6 months! The tech came and "repaired" it. However he also left us a bag of the fabric used on the sofa saying we would prob need it (I still have the bag) well within another year the frame broke again and the entire sofa is falling apart at the seams (every part of sofa) and the Ottoman is so broken that there is a hard piece of wood on it (hard to explain but there is no support just wood) it's actually dangerous. We filed the claims and Montage (which took forever as they kept asking for the same pics and kept saying they would get back to us and never would) we actually called weekly and asked for managers who promised they would call back and never did!

Finally they said it's wear and tear and they will not cover any of it! They only offered a replacement for the ottoman (saying they have no idea when they could get it to us) or less than half of what we paid because I stated it was dangerous! The rest they said is wear and tear and we need to fight with the manufacturer. First off we were sold that policy stating it covers everything and no way is a two year old couch that already broke 2 times and now is falling apart at the seams everywhere "wear and tear" and in researching the insurance company and Ashley, we now know that is all they do to everyone!

I then went to Ashley's direct and complained and was given a case number. They then sent me right back to the insurance company saying they would help me! They didn't, I knew they wouldn't. All that happens is it goes back and forth and no one helps.

Now I have a sofa I can't use it's so broken and I had to purchase a new one from a different store. I cannot add pics of the broken frame or I would have to cut the fabric

View full review
Loss:
$1900
Cons:
  • Difficulty to cancel and receive refund
  • Customer service is awful
  • Did not stand behind product

Preferred solution: Full refund

User's recommendation: Run! Do not buy from them

Anonymous
map-marker Baton Rouge, Louisiana

The WORST furniture company. They outright lie about delivery dates MULTIPLE times.They’ll go so far as to “confirm” date & times, only to waste your day waiting for them to no show/no call.

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Paid $9k for LR furniture promised within weeks. No show/no call or status update. Got the runaround for FOUR months & numerous calls from me with empty promises. Then, not all furniture was delivered at that. They set up date & times for outstanding item but, as is their way, no call/no show. Called the delivery number listed, only to be told they dont know what happened, maybe my furniture was given to someone else. Im buying more furniture, but NEVER again from ASHLEY FURNITUREthe absolute worst!
View full review
Pros:
  • Nice furniture
Cons:
  • Failure to deliver or provide status and lie re delivery
  • No service
  • You hear nothing from the store

User's recommendation: Steer clear of Ashley Furniture.

1 comment
Guest

I had the same problem,trying to call there is impossible.They put you on hold and never pick up.Awful customer service.The furniture is cheaply made and no matter how much you complain they don’t care.Do Not Buy Anything From Ashley Furniture!!!

Deena V

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Verified Reviewer

ASHLEY FURNITURE SUCKS!!!!!!!!!

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WHAT A FREAKING JOKE!! Ashley furniture customer service is THE WORST EVER!!! DO NOT BUY FROM HERE!!! They screw you in the returns because you are supposed to know each individual return policy per method of delivery when they only promote their special 30 day satisfaction BS!!! I read online not to buy here and damn it I should have listened!!! Take it from me DO NOT BUY FROM ASHLEY!!! You will regret it!!! WtfWtfWtfWtfWtf
View full review
Loss:
$1600

Preferred solution: Full refund

User's recommendation: DO NOT BUY FROM ASHLEY!!!!!!!

Steve D Hri

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Verified Reviewer

Worst Customer Service EVER

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First off I ordered the table online and at the time there was no indication of backordered items so as it turns out they delivered my table which has a 300 lb. marble top only to find out that the base for this table ships separately and by the way it's on backorder and won't ship for another 3 weeks.

So why would you even ship any of the table if it wasn't complete? I asked the delivery drivers about the base and was told that it needs to be assembled and is in the box with the top which it wasn't otherwise I would of never accepted the delivery. Oh and by the way the delivery team was more then willing to assemble the table for half of what Ashely Furniture would of charged me. Interesting that your own delivery team if underselling your services.

I would recommend that if your in the market to buy furniture you look into their customer service practice

I was on the phone for a total of 3.5 hours, Got hung up on or disconnected 3 times. Went to chat line requested a manager or supervisor please call me and was told that I would just have to call there customer service line.

Oh by the way that's the same line that I was on for 3.5 hours. GOOD LUCK GETTING ANY CUSTOMER SERVICE

.

View full review
Loss:
$1500

Preferred solution: Full refund

User's recommendation: Look somewhere else and avoid the pain

Sonya G Wgr

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Verified Reviewer
| map-marker Seminary, Mississippi

Dissatisfied with the consumer service I received on Saturday June 25, 2022

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I received a text message about a replacement for the dresser that was damaged upon delivery June 3, 2022.

The confirmation stated that my dresser would be there between 11:30-2:30pm. I decided to phone Ashley at 2:00pm to find out if the dresser was still being delivered and was told that it was not on the truck and that it would not be available until the third week of July.

I received two conformation text about scheduled delivery. No one phoned me on this new information, If I would not have phoned them no one would have contacted me about this. There was ZERO communication between me and the warehouse. There was NO customer service at all!!!

I had other plans that day and I had to take off work to receive this dresser, that never came. I phoned the store and spoke to the Assistant store manager, and she stated that she would look into and put me on hold and call the warehouse to found out what is going on. The assistant manager came back and stated that she didn't know why the text message was sent to me. She finally tracks it down and now maybe it will arrive next Saturday 2nd of July.

I also have two other order the number are 047765**** and I have three items missing on this order. The nightstand (B553-197), Large TV stand (W701-88) 5 drawer chest. I understand that the merchandise is taking longer than usual, there should be some form of communication from the customer and warehouse. I purchased this merchandise on November 24, 2021.

I really need some clarity on this issue.

I don't feel that Ashley Home stores cares about their consumers at ALL!!! If I don't receive my 5-drawer chest on the 9th of July, then I will request a full refund and go to another store and purchase it.

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Preferred solution: Get the merchandise delivery to my house sooner than later.

User's recommendation: I would go to another store, (Rooms to Go etc.)

David F Rpq

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Verified Buyer
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Verified Reviewer

REPLACEMENT SWITCH

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Ashley Furniture - REPLACEMENT SWITCH

We bought a love seat & couch from Ashely in Owasso Oklahoma, the switch on the couch for leg lift quit working, we ask for a repair man to come out 7 months ago, said he would order the switch, so we waited about 2-3 months, and they never called back. We called to find out what happen we were told the switch was discontinued, without every calling us.

For 2 weeks I called 4 times to customer service at the local number find out what we can do to this fix problem. There customer service does seem to care, nor does Ashely as the product (couch) doesn't work and am being told nothing they can do. PART # of couch U766****, now we have a useless couch in our front room. I do not think any customer should spend $3000.00 - $4000.00 dollars, and be told too bad its broke or in this case told nothing at all.

I very upset at you and the store, a very bad experience for me and my wife, we will never use this business again or related business if this issue can not be resolved. I can not imagine we can't get something to fix this issue...

*****PLEASE RESPOND ASAP TO RESOLVE THIS ISSUE.

Thank you

David Foxworth

918-706-**** / 918-706-**** - Robyn

foxaudio@***.net or this e -mail david.foxworth@***.com

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Loss:
$4000

Preferred solution: Full refund

User's recommendation: never enter the store

Douglas V Pfe

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Verified Reviewer
| map-marker Secaucus, New Jersey

Defective piece

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Updated by user Jun 21, 2022

still waitng to hear from Ashley, I will not give up

Updated by user Jun 20, 2022

still getting the run around differnt person different dept no one can take action its a long long fight

Original review Jun 20, 2022
end of april bought a recliner. it has a seam in the middle of the seat where you sit and in less then a week the seam started coming apart I called the Metuchen nj cusr service and they sent repairman and he ordered the parts to redo it when he came back the new piece of material had the same problem so he would not do it.

I went to the store and got no results, They want to send a 2nd package to try to repair again
This is almost 2 months now and it is surely a problem with the material being used at this point I want to go back and pick another chair with different material but the girl who claimed to be a mgr at cust service says no I can not. I have been a customer for 15 years at Ashleys, 2 complete living room sets, dining room table and a 3rd couch.

Also the cust service mgr could have cared less how I felt about it and told me to call or do whatever I wanted to do, I am in cust service and that is Rude!!! Is a chair worth losing us as loyal customers??
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Preferred solution: a differnt chair as material used on this one is defective

Randy M Flw

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Verified Reviewer
| map-marker Oklahoma City, Oklahoma

Really bad costumer service and unsolved problem

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A month ago I bought a dining room the chairs and bench Were dirty and broke I send it back and asked for new ones the second time they send me the same product they just cleaned a little bit I canceled and went to the store For my money they gave me the chairs money but unfortunately I keep the table the first time it happened hopping they were interested in solving customers problems but this isnt the case now they dont answer the phone no body is responsible for piking up the table from my house that way I can get all my money back every body washing theirs hands bad product really bad customer service

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Loss:
$737

Preferred solution: Full refund

User's recommendation: Stay away from Ashley furniture

Jessica D Fwk

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Verified Reviewer

Over it..

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Original review Jun 16, 2022

DO NOT SHOP HERE. I ordered 5 items from Ashley...

I paid the extra fee so they would assemble it and take away all of the trash because I had a horrible experience last time with this issue. Anyways.. thought i would give them another shot. Horrible mistake.

They literally broke my couch bringing it in and got paint all over it from hitting the walls so hard. They told me a technician would be out to fix it soon so I let that go. Then they left. They assembled literally nothing...mind you I dont have tools to do so myself because I PAID THEM TO DO IT.

They also left all of the trash and massive boxes that I had no way of disposing of at the time... I contacted them and they transferred me three times telling me they couldn't help me and it was someone elses department. I finally get a hold of someone that doesn't transfer me, and they tell me i will hear from them in two days...guess what? NOTHING.

I gave them two weeks...finally harass them again today to get in touch with someone. Got transferred three times yet again just for them to say they will give me $100 back...i spent $250 for them to assemble and take the trash away so why would I get $100 back and not $250. I say that and they just tell me "you'll hear from someone in 2 days"...doubt i will hear anything from anyone. So i move on and ask about the broken couch and the paint all over it..

they say there is nothing on the file about that and i needed to send pics...so i did. Then they tell me the next available time for someone to come out and look at it is a month from today...a month. I do not understand.

They give no F's. Then i say I'm done and just want to send it all back and get my money back to which they respond "I'm sorry your time period to return is over"...of course it is because ive just been sitting here waiting for you to contact me...Save yourself some time and money and shop somewhere else.

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Cons:
  • Customer service is horrible

Preferred solution: Full refund

User's recommendation: Just don't.

Armando Q Mzf

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Verified Reviewer

Furniture never received

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Ashley Furniture - Furniture never received

Order: 725006****71

I have received the Maribel Nightstand ONLY. I placed this order on March 1, 2022.

I have called the 866-436-**** customer service line multiple times without resolution to date. I would like this issue resolved ASAP as I have been waiting for this order for over 3 months.

I find this absolutely unacceptable especially when there are multiple competitors in the furniture industry. I truly love Ashley products, but if this cant be resolved in a timely fashion, then I will be forced to take my business elsewhere.

Thank you for your time and consideration.

Armando Quiroz

900 Meredith Ave

Gustine CA 95322

209-675-****

View full review
Pros:
  • Good furniture
Cons:
  • How issues with products are handled

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT SHOP ASHLEY FURNITURE

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