Ashley Furniture
Reviews and Complaints
Depressing
- Where it was made
Preferred solution: Full refund
Ashely poorly treats its cusotmers and could care less. Quaity sucks
I bought and moved into a new house in November 2015. I purchased all my furniture through Ashley in Algonquin, IL. The quality of their furniture is horrible. They pride themselves of building in America later to find their stuff comes from China and Vietnam. I first returned cracking bar stools within the first few months. The experience was an ordeal with having to sit on customer service for over 45 minutes each time you call. They had me text a picture of the damage then they sent a repair person rather than exchange. They do not give you an opportunity to dispute this. After multiple in vain repair visits and me fighting I finally received full credit to put towards a leather love seat. I received that without issue and bought stools elsewhere.
Then my one recliner began flaking. I was told that the extended warranty I purchased didn't cover this. I started researching and found out that ABC Chicago news did a story six months after I purchased these artificial leather recliners (that I was told were durable). Here's that story: https://abc7chicago.com/home/flaking-furniture-i-team-gets-results-for-customers/132****/
Once again having to deal with corporate they had me text photos. They texted me that a repair person was to come out and they sent me new material without discussing it or telling me their procedure. I went to the store to talk to my sales guy who went to speak to the manager Oscar. Oscar never bothered to talk to me. My sales guy who obviously felt bad in seeing how much I dealt with gave me a number and to ask for the “credit dispute department”. When I called back there was no such department and the woman laughed on the phone. I again requested full credit for both chairs and I in turn would purchase the real leather versions to match the love seat (a new sale to them for over $1000). I was told a manager from corporate would get back to me in three days. After one week no call from anyone. I called, held for over 30 minutes yet again and was told there was already a $145 credit to my account for the two chairs. No one called to tell me and it’s not what I wanted. At this point I had no desire to deal with this organization. Then some days later a woman phoned with a courtesy call from the Algonquin store to advise I had credit. I politely vented on her and told what happened. She told me Oscar is gone and to speak to the new manager Neal who is understanding.
I went into speak to Neal. Very polite and apologetic. He credited me the two chairs, I purchased the two new leather chairs. They delivered them both. Later after the delivery guys left I noticed a dent in the one arm rest. I called corporate who via text scheduled yet another repair person. I didn’t want a repair, I wanted an exchange. I just spent a lot of money on new furniture only for it to be defected and they want to fix it? Had I wanted a dented, B stock item I would have gone to their outlet center in Romeoville, IL and bought it at a discount. So, back to the store I went to talk to Neal. Neal tried to talk me into having it repaired, it’ll be better than original. I didn’t go for it, then at the end said "Okay, we'll exchange it". Then, when scheduling the delivery date they told me the computers had to be rebooted and it'd take a half hour. I was asked which day I wanted so I chose that Friday. I was told someone was going to call me back in an hour to confirm. No call after two days. I called the store and was told it was never entered in their computer. So, the girl enters the info and I was told I'd get a call back later that day after the manager came in and the girl who I was speaking to on the phone can discuss this for approval. Two days goes by and then the story was "they entered it wrong and put it in as an exchange that I was supposed to drop off and pick up". So this time they set it up for a delivery and it arrived today, 12/18/18 (in fact the delivery guys just left but wait, it gets better). The same delivery guy as last time asked if I wanted to inspect it before they brought it in. As they unboxed the chair in my driveway I notice "made in Vietnam" (I thought their high end pieces were made in USA). Once the plastic was off there was a dent in the same exact spot as the chair I already had. I ended up rejecting it. I’m waiting for the store to open so I can talk to manager yet again but I don’t think anything is going to happen. I pretty much have given up and have no faith in Ashley.
Shame on me for not doing my research and homework about this organization. I would have been better off buying Chinese made pieces through Costco where if I had an issue a year or two down the road they would refund me. I consider this my $7000 lesson. Stay away from Ashley furniture. Poor quality, polices and definitely poor customer service with incompetency thrown into the mix.
- Salesman
- Gross incompetence
- Unexplained policies
- Corporate customer service
Preferred solution: Price reduction
DON'T DO IT !
- Customer service
- Incompetent
- Customer service and delivery
Preferred solution: Full refund
Bedbugs
- Salesperson
Preferred solution: Full refund
Wrong part
Preferred solution: Send soemone to pick up the frame that I was told to throw away!
CUSTOMER SERVICE EXISTS??
- Customer service
Preferred solution: Let the company propose a solution
Disappointed in service
Preferred solution: Let the company propose a solution
Difficutly with Returns
- Easy to purchase and spend money
- Extremely difficult to return
Preferred solution: Full refund
NO INTEREST SCAM?
- Furniture
- Way they explained no interest financing
Preferred solution: Let the company propose a solution
No covered under warranty
- Bad furniture quality
- Inferior quality
Preferred solution: Let the company propose a solution
Toxic bedroom furniture
Never again
Bed too hard,cant sleep on mattress
- Store does not want to correct
Preferred solution: We really want to upgrade to the Beautyrest Black,which is soft pillowtop,we just want sleep
Never Again!
Preferred solution: Full refund
The financing for ashley is a rip off
Preferred solution: Let the company propose a solution
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Their furniture is horrible and costly. Yes, it is constructed in Vietnam and is made of particle board.
I spent a lot of money for inferior furniture and the customer service was horrid. They delivered damaged furniture the first time. Also, the couch cushions go flat.
I'm just waiting for the motorized reclining feature to break down. Also, the foot rest is flimsy.
Bought furniture Did not honor 500 dollar reward for not using warranty not very happy