Update by user May 22, 2015
After repeated calls, going back to the store, getting my phone # screened and blocked by their customer service, I finally spoke to someone at their headquarters that authorized a full refund.
Original review posted by user Apr 22, 2015
We purchased a couch and a matching loveseat in February, and bought the extended 5 year damage warranty.
It took 2.5 weeks for the furniture to be delivered. We had already gotten rid of our old furniture when Ashley called to schedule delivery.
The couch was delivered damaged. The delivery team advised us that an Ashley representative would call us THAT DAY to schedule someone to come out and replace the damaged portion. After sitting on the furniture and seeing it in our space, we came to the conclusion that we didn't want it at all and wanted a refund.
Nearly 3 months later, we can't get ANYONE in customer service to call us back. The front-line people in our local store say a manager will call us back, which they never do, and if we demand to speak to them on the phone, they are always busy or in a meeting. We went to the store in person, complaining that not only have we had a damaged couch for 3 months, but that no one would call us back on our request for a refund. The manager in store said we would have to go through the main HQ, but that she would do what she could to "make it right", which apparently means "we're going to keep your money, and you can keep the broken couch we delivered to you while we completely ignore your phone calls."
If we call the main headquarters, the front-line people say they can't do anything about the return/refund, all they can do is submit our order for "reselection" where we can go pick out another poor quality piece of furniture from a company with absolutely zero customer service. If we demand to speak to someone higher up the chain, they say "no one is available at the moment, we'll have them call you", and then we never get a call.
For all their promises and guarantees, the only sure thing is that Ashley Furniture is a horrible business that cares nothing for their customers or their satisfaction. We will never do business with them again, and will advise anyone in the market for new furniture to do the same.
We'll also be looking into a consumer protection complaint and small claims court.
Reason of review: Damaged or defective.
Monetary Loss: $3442.
Preferred solution: Full refund.
Ashley Furniture Cons: Stolen money, No service, No refund, Whole experience with them.