Barbara K Etf

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Verified Reviewer
| map-marker Vernon Hills, Illinois

I bought over 4k in furniture, it was advertised in stock, I bought it in early april - it is almost June and have not received it.

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I also bought a floor model coffee table, when I got it home a wheel/leg was missing. Most likly fell off when they lifted it into my sons truck.I have called the store at least 10 times as they said they were ordering and mailing me a new one. I have not received it - they reordered it still not received. I continue to call and am getting no where. BTW Can't get through to anyone to see where my bed and table is - HORRIBLE service once they have your money
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Pros:
  • In store you are treatd well
Cons:
  • Once they have your money you are no longer relavant

Preferred solution: Deliver product or service ordered

User's recommendation: Stay away no sale or deal is worth the aggravation

Louise C Ruf
map-marker Washington, New Jersey

Purchase a tempurpedic mattress with Ashley Furniture, wasn’t aware of the return policy or exchange policy. Until I spoke with Lucille and Lauren. Lauren had no empathy for me as a customer

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Lauren from customer service who is a manager had no empathy of my situation. I was not aware of the return policy or exchange policy with Ashley furniture. This is not the first time I purchased furniture from the store and they dont care about their customers they only care about getting the sale.
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Loss:
$4123
Cons:
  • Poor communicatiion

Preferred solution: Let the company propose a solution

User's recommendation: They only care about getting the sale they don’t care about explain the details to customers

Anonymous
map-marker Springfield, Tennessee

Client

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I really like couch i purchached 3 MONTHS AGO. Still waiting if its not here by the 16th of Jun...ill pay people not to Shop at 1 or should i say last stop bedrooms! horrible customer service they said they would give me military discount and an additional 10%..totle 20 But they decided to give me a Tina 70 dollars off which is pathetic.
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Diane F Xsu

Missing pieces for dining chair

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I purchased a dining set and am unable to assemble one chair due to missing hardware. I have been calling and calling. I was told hardware wasnt sent out on 4/25 and was given an invalid tracking number. WHERe Is My Hardware??? I cannot get an answer from any of your customer service reps.
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Preferred solution: Deliver product or service ordered

User's recommendation: Horrible

Jody Fts

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

Defective furniture

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Ashley Furniture - Defective furniture

Bought two end tables very nice no issue, matching dinning table about 8 months ago the finish is coming off I barely use it I have no children, still paying on my bedroom set $5,0000 set cannot open and close drawer which I would not be upset about if they would fix it , I have been to the store 3 times sent multiple emails including pictures and details no one will get back with me after two months of trying Ive never seen customer service so bad still paying on my bedroom set cant even use the drawer never will I recommend or shop with them again if I could get ahold of them they can come get it I refuse to pay this much money for something I cant even use it sickens me

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Loss:
$800
Pros:
  • I do like the way it looks
Cons:
  • Customer service
  • Quality is awful

Preferred solution: Let the company propose a solution

User's recommendation: Don’t shop there if u want quality furniture!!!!!!

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Mckinney, Texas

Ashley unfinished delivery

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Ashley Furniture - Ashley unfinished delivery
Ashley Furniture - Ashley unfinished delivery - Image 2
Ashley Furniture - Ashley unfinished delivery - Image 3
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Ashley Furniture - Ashley unfinished delivery - Image 5
When I searched google is Ashley customer support reliable did not get positive results. It is true the delivery and support handling of parts is not great. Check the below image. Work half done left it hanging last night and spoiled the new carpet and stairs. https://sergolinecom.godaddysites.com/
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User's recommendation: Make sure the delivery wears a clean foot covering before entering the house and make sure to return the items immediately upon arrival if they bring you open items otherwise you will find a lot of issues later and will have to deal with customer support which takes more than 72 hours for answer any question you have. If they are spoiling the house do not let them go until they take care of safety and not leave any items opened and not installed. They always show they are in a hurry!

Melvin R Tcx

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Verified Reviewer
| map-marker Decatur, Georgia

I WILL NEVER BUY ANYTHING ELSE FROM THIS FURNITURE COMPANY THEY DO NOT DELIVER YOUR PRODUCT ON TIME AND CHANGE THE DATE OF DELIVERY TO Many times

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THE STORE IS NOT business DON'T CARE ABOUT THE CUSTOMER ON TIME DELIVERY I HAVE BEEN WAITING ON MY FURNITURE FOR 2 months and that's not acceptable.
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1 comment
Jan H Wyx

You might be better off to cancel the sale. I took delivery of my purchase, and now it makes a noise - motorized furniture, which my instinct told me NOT TO BUY. I just want service

Bob K Orc
map-marker Gilbert, Arizona

Waiting for a refund since January 22

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Have not received a refund check I was promised a $500 that I paid in cash back in January waiting for the refund check why is this so much trouble to get my money back
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User's recommendation: Customer service needs to call customers when they have called several times and are still waiting for Customer service

Shirley C Sxh
map-marker Palmdale, California

Defective furniture

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Ashley Furniture - Defective furniture

I bought a sofa that actually charges your phone. Great right?

Well its not so great when no one at the store can tell you why the blue light just blinks for no apparent reason at all hours of the day/night. Two technicians have come out and since the light was not blinking while they were not there there was no problem. However each technician was shown 8-10 videos of the light blinking in varios days. As I walked through the store I noticed a light was blinking on the same sofa on the showroom floor.

No one could tell me why the light blinks at random. Why do you sell products that your people know little about. What if I had an emergency and had to be away for days is the light just going to blink for 5 or more days until I return? Possibly spark a fire?

Im appalled in this day of electronics no one knows what is causing this.

Clearly this is a defect as the chair I purchased has not blinked once. I want this problem resolved or I want the furniture returned.

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Loss:
$1800

Preferred solution: Let the company propose a solution

User's recommendation: Dont go to Ashley

Lyman T
map-marker Warrenton, Missouri

Poor help desk service when inquiring of an order

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I placed an order in November for kitchen furniture. Have called several times to see when it would be delivered and have been given different dates every time.

Called today 022522 and was told by the operator that the order number I gave him and the delivery address did not match what he had on his screen and he could not help me ~ NO, THE FACT IS, HE DID NOT WANT TO HELP ME ~ or he certainly could have. Interesting that when I'd called earlier there was never an issue with my information. I don't know what country that clown is from but he needs to go back! I called back and talked to a very nice young lady who looked my account up without any problem and told me the furniture would be delivered on March 2nd.

The only discrepancy was that last week I was told it would come in two shipments ( today 25 Feb 2002) table and bench (Tuesday March 1st) 4 -chairs. I was in business for over 55 years and "communications was the most important service we could supply to our customers" and apparently this is not the case with Ashley's.

Either that or your personnel people do not hire qualified nor customer oriented individuals. It is unlikely, that after fiasco, I will ever be a customer of Ashley's Home Furnishings.

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Pros:
  • You talk a good game
  • Nice selection
Cons:
  • Poor service
  • Lack of integrity

Preferred solution: Deliver product or service ordered

TRAVIS M Lpl
map-marker Georgetown, Indiana

Broken furniture

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Will not order from here again, 3 months longer than promise date and broken once arrived. Now no one will help me.
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Preferred solution: Let the company propose a solution

User's recommendation: Stay away

jen t Fur
map-marker Philadelphia, Pennsylvania

Communication and customer service non-existent

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Bought a sofa in October, promised delivery in 3 months due to the pandemic. No follow up from Ashley furniture in 3 months, so I called, no information other than the furniture will be taking longer, a few more weeks. I call in a few weeks, it will be taking a few more weeks. No one has called me for an update, I keep calling, my salesman never called me, they took my money but gave me no product. It has been almost 5 months and I can not get any information on when to expect my furniture. There is no follow up or any follow through from anyone. I will never buy from Ashley furniture again, regardless of the pandemic, there is no excuse for poor communication to a customer.
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Loss:
$1200

Preferred solution: Deliver product or service ordered

User's recommendation: Go elsewhere

1 comment
Guest

Same thing happened to me! They take your money and run.

They provide no customer service. If you are lucky enough to get someone to answer the phone - then the person you want is never in - even the store manager! It is just an excuse because no matter what time of day or night you call they are never there - Really??

It took me over 10 months to finally get all my furniture pieces I bought and paid for with so many broken promises, deliveries did not happen or they had to make the pieces because got damaged in shipment so I would only get a piece of furniture at a time. The worst experience ever!!!

Leanore Igo
map-marker San Diego, California

Failed delivered of several furniture items/Damage items and poor support to correct

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What was told would happen didnt/ no follow up by store because they knew after $13,000 this year and over $7,000 last time you know I probably/will not purchase anything from the company again but its not just me I am going to talk about everything to everyone can
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Anonymous
map-marker San Diego, California

Awful furniture buying experience

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Purchased a new bedroom set. All of the purchased furniture is emitting noxious fumes, to where I cant even enter my bedroom for more than a few minutes. Return process has been a nightmare. Hours on the phone with customer service, and they still havent picked up everything yet.
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Preferred solution: Full refund

User's recommendation: Avoid! Amazon is better

David O Ltg

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Verified Reviewer

Paid for in full -- NOT DELIVERED!

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Updated by user Jan 06, 2022

2nd sofa that they said they could deliver. Due to unforeseeable issue will NOT BE DELIVERED for another 60 DAYS!

Original review Jan 06, 2022
Made purchase of 2 Sofa Beds for our business. Our update of the property was delayed so we scheduled alternative delivery date.

That day came and we were told only 1 sofa could be delivered and replacement would be 90 days later!! We were told that when we rescheduled delivery, our PAID FULL IN FULL product was released to new customers... We were not told this when we rescheduled, we were told "no problem". IF we were told of this possibility, we would have kept the original delivery and stored the sofas until needed.

Okay so now we have scheduled 1 sofa... That day came and we were told that ii is gone too... WTF! no excuse given here, just gone.

We gave the 2 sofa beds away to charity when we purchased these new ones so we have nothing. We will lose $200+ revenue per night for 60 days...

Thanks for the royal screw Ashley! You SUCK
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Loss:
$12000
Pros:
  • Look of the furniture
Cons:
  • Unprofessional
  • Incompetent customer service
  • Bad delivery service

Preferred solution: Deliver product or service ordered

User's recommendation: Beware your pocketbook... You don't own what you pay for!