Ashley Furniture Reviews

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Furniture replacement

Ashley Furniture - Furniture replacement
We were all set to have our couch replaced. They said we just had to wait for a phone call on when the tech would be able to redeliver. That was this past summer. We are still waiting on this phone call. It is now November 9th 2021at this point

User's recommendation: I do not have one at this time till my problem is resolved.

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ID
#3051137 Review #3051137 is a subjective opinion of poster.
Location
Southampton, New York
Pros
  • Nicely laid out stores
Cons
  • Customer service issues & warrenty issues
Preferred solution
Deliver product or service ordered
New Reviewer

No Customer Service

I just bought a sleeper sofa &;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; wanted to get an ottoman, I called so many times & finally got a call back , I was told this item was not available, but its still available , but wanted to get a price matchI called Patti B back to tell her this as she has always been able to help me with my purchases, but never got a call back.. I was so disappointed in the way they handled this, I have spent so much money in your Colton Store. Jill jelly
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ID
#2849048 Review #2849048 is a subjective opinion of poster.
Location
Colton, California
Pros
  • Beautiful furniture
Cons
  • Damaged furniture when delivered
Preferred solution
Let the company propose a solution

Employee complaint

i was in 8/4 to buy a reclining sofa. Nehal at Huntington beach store showed me some sifas not reallt listening to my needs. i said i would be back Sunday but do to kidney problem i just looked at your website and decided on the huddle up collection. i called Nehal and asked if you had the demo in your showroom. She asked if she could call me right back, but never did. She lost a $3,000 order for lack of knowledge. If she's new to sales she needs further training. i still have a few items to order and do like spending money in my community. Regards Sharon Meadows
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ID
#2846488 Review #2846488 is a subjective opinion of poster.
Location
Huntington Beach, California

Started as a comment

Ashley Furniture - Started as a comment
Ashley Furniture - Started as a comment
Divorced 3-1/2 yrs ago, needed something to sit on quick on a budget. It definitely has nice Aesthetics but the quality is you get what you pay for. I wanted something quick it's kind of like what I call throw away Furniture it's not going to be something you're going to have for years, I'm okay with that I didn't expect much for 500 bucks. got a nice enough couch though. 3 and 1/2 years later the upholstery is fraying and the stuffings coming out. Because it was an inexpensive or I should say cheap couch, it was never on some of the parts completely padded, you were hitting wood. Again you get what you pay for. I'm sure they have some nice stuff, I just didn't have the money at the time. It worked out Great.

User's recommendation: Great look for temporary usage.

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ID
#2836852 Review #2836852 is a subjective opinion of poster.
Location
Fort Wayne, Indiana
New Reviewer

I NEVER GIT CHARGED FOR WHAT I PURCAHSED

I purchased furniture and it washer taken out of my bank account or received a repiept for the transaction
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ID
#2726314 Review #2726314 is a subjective opinion of poster.
Location
Dallas, Texas
Preferred solution
I just want my furniture

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Verified Reviewer
New Reviewer

Order status

no one getting back to me about the current and/or future status of my orders. Plus I seen others through online reviews have received their orders before mines.
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ID
#2658833 Review #2658833 is a subjective opinion of poster.
Location
Prospect Heights, Illinois
New Reviewer

Resolved: Broken recliner

Update by user May 31, 2021

Company fixed the issue and I have been provided with product replacement. My item was delivered and it was the incorrect item.

It was breaking already.

Ardesia addressed it and was able to replace it to the correct item. She was very helpful..

Original review posted by user May 31, 2021
Ardesia contacted whoever she needed to. Our chair is going be replaced to due wrong item delivered. She was very helpful. I was upset and she worked with my like a professional.
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Resolved
ID
#2580038 Review #2580038 is a subjective opinion of poster.
Location
Dallas, Texas
New Reviewer

Bed frame is broken

Ashley Furniture - Bed frame is broken
Ashley Furniture - Bed frame is broken
We brought this bed on in 2019. The Base of this bed is broken.i think the whole portion of the bed needs to be changed. I need a help ASAP. Because I have a newborn with me. code 10956. 11 oriole road,new city , Ny.

User's recommendation: I have newborn with me. So please do the Needful.

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ID
#2467765 Review #2467765 is a subjective opinion of poster.
Product
Ashley Furniture Bed
Preferred solution
Deliver product or service ordered

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New Reviewer

Ashley Furniture takes forever to deliver.

Purchased 2 barstools Nov. 23, 2020. Was told orders and deliveries were 4 weeks out. Fine, Dec, Jan and part of Feb. passed, and we got the text to make a delivery date. So one week later, the truck pulls up and off loads one barstool ! The truck driver said it will be on another truck? What does that mean? On another truck to be delivered today? He said he didn't know? So we stood there feeling stupid ! What the heck, does this mean another 2 months for 1 barstool. I called the Pensacola store, asked why we only got one stool, she said the other one is on back order?? And they will let us know when to deliver it. This is ridiculous ! Why didn't they tell us ahead of time that this was to be a partial order. We are not happy campers, so tired of having to wait for furniture. Had the same issue with Hank's fine furniture in Pensacola, months waiting almost 3 months to be exact...close to 4 months.

User's recommendation: If possible don't buy any furniture until things go back to normal.

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ID
#2415237 Review #2415237 is a subjective opinion of poster.
Pros
  • Nice products
Cons
  • Needs to keep the customer informed
Preferred solution
Ashley needs to inform their customer when there is a partial order being delivered, we shouldn't need to call the store asking about our missing item. Our time is valuable too.

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New Reviewer

Months after purchase attempted to add $172 to our bill

Made a large bedroom purchase. Months after setting up auto-pay for more than required I received a bill for two pillows which we did not purchase in the amount of $172.

User's recommendation: Don’t get scammed.

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ID
#2261713 Review #2261713 is a subjective opinion of poster.
Preferred solution
Quit adding $172.00 to our bill for items we did NOT purchase

Sales Error

My husband and I purchased furniture from our local Murfreesboro store in Tennessee totaling almost $8000. We were told at the time of purchase that the delivery time could be extremely delayed by about three months. The purchase was July 19 and delivery was today September 26. That was fine, however there were several errors. The first error, was I did receive a text telling me my delivery date would be September 18. I received that text about two weeks ahead of the date. I didnt receive anything else after that so as the date approached I called the customer service center to find out if the date was still good. When I spoke to the young lady at the call center she advised me that the furniture was not ready. That was OK. I did advise her I had not been getting update texts or any other type of information, she did tell me I should have been getting text weekly that she would take a look at it. Then, earlier this week I received a text asking me to choose one of three dates for my furniture to be delivered. I chose Saturday 9/26. I then proceeded to receive multiple text stating my furniture would be delivered on Thursday 9/24. So I called the customer service center again, it took me several different hours to try and connect with them because the hold times were so long. Several times after holding for almost 30 to 45 minutes I had to disconnect and try and call back later, as I was calling in between my workday. I received approximately five texts that many emails and several phone calls from the automated system. Even when I use the automated system to try and connect with an agent, I still had to wait over 45 minutes and disconnect and try back again later..when I finally did get someone it was after I held for 60 minutes. My order was delivered today September 26. However, when the young man who delivered it came in and asked me if I had boxsprings for the bed we realized that the order was incorrect. The footboard and rails were incorrect. I had actually ordered footboard and rails that had the drawers that pull out that did not require boxsprings, this is why I did not purchase them when I did purchase the mattress. The young man was very polite and did state that we should talk to the store about getting loaner boxsprings and that they would be able to come back to correct the footboard and rails they would bring the correct ones and then take the incorrect ones with the loaner box springs back with them. This actually would work out just fine. So my husband and I went up to our local store to explain what had happened to ask for loaner box springs. The store manager at the Murfreesboro Tennessee store , on Thompson Ln, #014 was not rude per se, however did not show any empathy at all to the situation at all. She advised us that the first available time that the boxsprings could be delivered would be October 1 this is about a week away. I let her know we couldnt do that we needed to be able to sleep on our bed tonight I asked if there was anyway someone could potentially loan box springs from the store she declined. She did state the only way that we could get the box springs today was to get a truck and go to the warehouse in La Vergne and pick them up, by 2 PM and at this time it was 12:09 PM, only giving us a little under 2 hours to find a truck, and pick them up. I told her we do not have a truck and wasnt sure if we could find one before then. She was unmoved. I asked her if someone at the store had a truck and could pick them up for us, she declined. I asked how this could be made right, discounted or something due to all of the inconvenience and trouble, she only stated we would not be charged for the corrected floorboard and rails. My husband and I had to rent a UHaul truck and get over there to pick them up the boss springs our own. This whole experience was extremely poor. I understand delivery delays, I understand errors get made. What I dont understand is a company that would not work to make it right for their customers. Its good I wont be charged the change to the correct furniture, however we had to come out of pocket $100 to correct your salespersons error, to be able to sleep on a bed. I have been a customer since 2008, and have spent a good deal of money with this company. In all that time, this was the worst experience. Errors happen, but this was an opportunity for the company to give a Remarkable Resolution. THAT is what keeps customers coming back. Its been over a week and they still have not contacted me back.

User's recommendation: It’s good until it’s not.

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ID
#2205624 Review #2205624 is a subjective opinion of poster.
Location
Murfreesboro, Tennessee

Poor customer service on platimum protection plan

On Sept. 15, 2020 I placed a call to the branch of your company that services the platinum protection service plans - which I have for the sofa bed I purchased from Ashley Furniture. The service technician informed me that they could not locate any record of my purchase and requested I send copies of the purchase and protection plan to purchase@***.com; I did so the same day. Today is Oct. 2nd - to date no one has contacted me via email or phone to state the requested documents had been received or to schedule a date and time to service my sofa. This morning, (Oct. 2) I called again (1.888.612.8909). The customer service technician informed me that the documents I sent via email were received on Sept. 15th. He went on to state that "you need to give us some time to process the documents, then enter the case into the system before we can schedule the service." I informed him that as it had already been 3 weeks and no one had bothered to exercise good customer service and send a response to my email, I wanted to speak with a supervisor. Fortunately, he did as I requested and I was able to speak with a supervisor whose name is also Karen. The problem here is the customer service. When customers send requested documents or contact this company, someone should have the courtesy to - at the very least - send a response stating the email was received! And please do not blame this on COVID: unless every person in this company has the virus, there is absolutely no justifiable excuse for poor customer service, and it certainly should not take 3 weeks to find out that an email was received. I paid for this service and have every right to expect good and timely customer service. Please conduct some classes in customer service protocol so that customers receive services for which they have paid good money, and which should be the hallmark of any good business.

User's recommendation: If you purchase the protection plan & have to use it conduct an immediate phone call & keep calling until you get satisfaction.

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ID
#2203769 Review #2203769 is a subjective opinion of poster.
Location
Easton, Pennsylvania
New Reviewer

Return

I placed an order on May 16 for two sets of barstools. One came damaged UPS picked it up and I still have not received my return which was $55.25. Thank you
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ID
#2052098 Review #2052098 is a subjective opinion of poster.
Loss
$55
Preferred solution
Full refund

I recliner chair UNCOMFORTABLE

Ashley Furniture - I recliner chair UNCOMFORTABLE
I bought a recliner chair along with other Furniture February 3rd 2019. The chair was regular price 799 99. About six months after owning the cushion in the seat flattened. It is the most uncomfortable chair I have ever owned in my whole life. I'm hoping there's some kind of warranty on this and you can either replace it with something else because this is really inferior. I am an unhappy customer can the last few years I've spent several thousand with you guys
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ID
#1956132 Review #1956132 is a subjective opinion of poster.
Location
Fort Worth, Texas
Product
Ashley Furniture Recliner

An improvement has been made

Ashley Furniture has improved their service because they sent some workers to come out to my house and the assembly work was completed today. So, I am happy to say that the situation has been resolved. All of my furniture is now assembled and in full use.

User's recommendation: Although, I had a bit of a rough start I would now recommend this Company to others.

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ID
#1942661 Review #1942661 is a subjective opinion of poster.
Location
Summerfield, Florida
Service
Ashley Furniture Customer Care

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