rodney b Rtv

Depressing

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Ashley Furniture - Depressing
Ashley Furniture - Depressing - Image 2
Ashley Furniture - Depressing - Image 3
Bought office chair in 2018 at Ashley Home furniture .After I used it normally for 5 months it started to tilt left and right.It is so bad you almost fall out of it.Contacted the store an it will take up to 8 wks to get it fixed.
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Cons:
  • Where it was made
Reason of review:
Damaged or defective

Preferred solution: Full refund

Chris L Lez
map-marker Algonquin, Illinois

Ashely poorly treats its cusotmers and could care less. Quaity sucks

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Ashley Furniture - Ashely poorly treats its cusotmers and could care less. Quaity sucks
Ashley Furniture - Ashely poorly treats its cusotmers and could care less. Quaity sucks - Image 2
Ashley Furniture - Ashely poorly treats its cusotmers and could care less. Quaity sucks - Image 3

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.

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Loss:
$1000
Pros:
  • Salesman
Cons:
  • Gross incompetence
  • Unexplained policies
  • Corporate customer service
Reason of review:
Poor customer service, bad quality, multiple errors in scheduling deliveries

Preferred solution: Price reduction

2 comments
Guest

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.

Guest

Bought furniture Did not honor 500 dollar reward for not using warranty not very happy

View more comments (1)
Charles E Wtq

DON'T DO IT !

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DON'T DO IT! Nice sales people, but after that! Damaged Sofa - Inept Customer Service - Poor Communication - Impossible to Contact - No Resolution You have been warned!
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Loss:
$375
Cons:
  • Customer service
  • Incompetent
  • Customer service and delivery
Reason of review:
Poor customer service

Preferred solution: Full refund

Demika F

Bedbugs

So i am from HOUSTON TX and i have gotten my funiture from them when i got my new house .This morning my son ask what was on hia t shirt and i looked and two big bugs i didnt have time to take pictures to terrified.took the sheets off and it was infested with them..
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Loss:
$3000
Pros:
  • Salesperson
Reason of review:
Bed bugs

Preferred solution: Full refund

Caroline T Ull
map-marker Spring Hill, Tennessee

Wrong part

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They sent me a wrong part ( entire frame for a recliner) that weighs 60 pounds or more all iron. It was delivered and I didn't order it and they won't take it back nor will t hey have someone come pick it up. they told me to throw it away! An entire recliner frame of iron! I paid $60 for the correct part and can't get a refund on that for a part I didn't order! They have no return policy.
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Loss:
$60
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Send soemone to pick up the frame that I was told to throw away!

Erika N Zkg

CUSTOMER SERVICE EXISTS??

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Ive called 3x in one day for 3 days IN A ROW and been on hold 25+ minutes all 3 times and cant get through to anyone. Is anyone really working customer service? im not sure how else to get through to Ashley's. Does anyone have any input? This is outrageous.
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Cons:
  • Customer service
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

ELSIE O
map-marker Rochester, New York

Disappointed in service

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On 5/5/2019 we purchased couch loves seat ottoman and dining set. It was delivered 5/31/19. The first week that we had the furniture I called to advise that the ottoman was suck in the middle. The cushioning collapsed. I called Ashley to see if it could be returned for a new ottoman I was advised NO. Then she said my Platinum Ultra Premium Protection DID NOT WORK FOR THIS PROBLEM. I continued complaining she final said I will send you a repair kit and a rep. will come out to fix it. So I called the 1st week in June 2019 the repair guy came July 11, 2019. Over 30 days to repair. The repair guy was very nice and fixed the ottoman. Why would you not back up a furniture issue within 5 days of delivery????? Now, today we went to Ashley in Greece, NY to use the $!00. gift cardissued by Ashley when the furniture was del ivered and was advised you can not use it on discounted furniture only full retail furniture. There was a small table and lamp that you could have gotten rid of but they wouldn't sell them to me using your "Gift Card " . This is the first time I've ever been told how and what I can use a gift card on. Extremely disappointed. Regards, Elsie and Jerry ODell
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Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Sara V Pch
map-marker Richland-Kennewick, Washington

Difficutly with Returns

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Purchasing and ordering on line where smooth; however, when it comes to returning items, the process is arduous. I spent an hour on the phone, with holds and multiple transfers. With this; I won't order from Ashley Furniture in the future and will make sure that I foreworn friends and family how difficult and time consuming the process is; as well as post on all social medias with regards.
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Pros:
  • Easy to purchase and spend money
Cons:
  • Extremely difficult to return
Reason of review:
Poor customer service

Preferred solution: Full refund

MIKE Vrb
map-marker East San Gabriel Valley, California

NO INTEREST SCAM?

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The furniture was great but the financing was not explained! I made 2 purchases with NO Interest Promo!, or so I thought. The Quick, you have to tell them how you want your payments posted. They have 3 different methods of applying your payment, But they pick the one that’s most advantage to them. I had one purchase that was to end 10/19 and a second promotion end 08/21. Well guess what? they posted more payment on the 08/21 promo so the balance was smaller than the 10/19 promo! C'mon folks don't get duped like I did! I never had this issue anywhere else. Shame on you Ashley Furniture.
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Pros:
  • Furniture
Cons:
  • Way they explained no interest financing
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lisa m Stg
map-marker District 3 Bel Air, Maryland

No covered under warranty

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Very upset they talk you into a warranty that don’t cover the problem I am having. Furniture worn out over a year and now it’s collapsing. The sofa can no longer be used. Very upsetting I wasted my money thinking I was buying a more upgraded furniture. Now can’t get someone to fix it. They gave me two numbers to call to fix the problem and these people no longer service them. I waste of my money and time.
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Loss:
$1
Cons:
  • Bad furniture quality
  • Inferior quality
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Anonymous
map-marker Palm Coast, Florida

Toxic bedroom furniture

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Checking to see why we get sick around bedroom furniture
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Reason of review:
Bad quality
Anonymous

Never again

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I ordered a couch and TV stand...was to be delivered to my new place. Dispatcher told me I would get a 30 min. heads up from drivers for final delivery address instructions. Then the drivers would wait for 30 min. before leaving if no one was at address. On day of delivery I was moving. I was between old place andnew place when I got the call that the drivers were at my new apt. I said " so much for the 30 minute headsup" The dispatcher said "thats not guaranteed". I said I was about 10 -12 minutes away and would be there in time. i got to my apt and dispatcher said the guys were "out front" Its a large complex and I was outside on the sidewalk, even standing there with the property manager ( I had asked her to look outside for a delivery truck because from where I was standing on the sidewalk I couldnt see any. ) The dispatcher called back and said the guys left because no one was there. Even the property manager couldnt believe they left..she was with me when i told the dispatcher we were both standing outside. The dispatcher said I would be charged 100.00 for re-scanning the furniture back to the warehouse and I couldnt reschedule until the following week. I said that not only did they not give me the 30 min heads up, they didnt give me 30 min wait time at residence. the dispatcher said they called me at 1139 and left at 1202....clearly not 30 minutes. AND I WAS STANDING OUTSIDE!! I am 60 yr old and have severe psoriatic arthritis and status post 4 hip surgeries. I cannot walk fast, let alone run. Its a large complex and I was on the phone several times with drivers and dispatcher to try to figure out what door they were at...there are several. I was walking as fast as i could. I was beyond upset. My daughter(does not live near me) was upset that I would have no place to sit ( cant sit on floor due to hip surgery and sold most of my furniture to get new with the move) so she called Ashley. After 3 hours on the phone she was able to make arrangements so that my funiture was delivered that weekend. I still cannot believe the drivers were there and refused to drive around the building to see where I was at a delivery door. Extremely poor customer service.
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Reason of review:
Problem with delivery
John S Mkn

Bed too hard,cant sleep on mattress

We purchased a Beauty rest Silver.Was told by salesman it was returnable.Called the next day,It is hard as a rock.We did not want firm.We were told by several persons,its our policy.NO RETURNS .Ashley really needs to inform sales associates .We are willing to upgrade to a beauty rest Black.This bed is soft & would like to get a good night sleep.We have been good Ashley customers,friends &family also.If things are not made right we will all shop elsewhere.
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Cons:
  • Store does not want to correct
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: We really want to upgrade to the Beautyrest Black,which is soft pillowtop,we just want sleep

shannon s Wfe
map-marker Fayetteville, Arkansas

Never Again!

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Purchased furniture that never came and yet I was charged for it!
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Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Full refund

Randy Vmf
map-marker Seattle, Washington

The financing for ashley is a rip off

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The financial services is a *** scam you cant get a hold of them thay say interest free but its not
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Loss:
$384
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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