Ashley Furniture Customer Service Complaints - page 2

Worst experience ever!! Manchester NH store was deceptive and had a different story for every thing we asked. We went there as they were advertising Military Discount and we were told only certain stores, not us. Started to get a bad vibe and then when they we needed to put 10% down, we walked out. Only to have the salesman chase us to our car and telling us we can work this out..... We were disgusted by the lack of professionalism!

I was told that a dresser draws that are sagging and can not be repaired by service is not covered under their great protection plan. I purchased it 11/2021.

They are calling it a MFG defect. Ashley on covets MFG defects for one year.

I bought a mattress back on 5/29/23 which was the incorrect one.I have been trying to get it picked up and exchanged for 24 days now. First off their systems have been down so nothing could be done now systems are up called and was told I would have a customer service spealist call me in 48 hours so that has passed. I called again they took information then didn't say we have it date or anything just hung up. I called backed they said someone would contact me back in 48 hours again. Terrible customer service. I have used Ashley for years may I say never more.

Very Cheap Furniture and Horrible Warranty Service.
Purchased Rocker Recliner on Sept 3, 2021, with an estimated delivery date of Sept 25, 2021, as product had to be manufactured. Also purchased 5 year Accidental Coverage provide by Furniture Care Protection.
Noticed in April of 2023, that rocker springs are squeaking. Also a cut on back where head rests. Inquired about the warranty and a product was suppose to be sent to me, then someone would come over to fix. I was told it would be 12 weeks for delivery. Ridiculous! Here it is June and now I am told that that rocker is no longer manufactured and cannot get the part. What? It was just manufactured 1.5 years back. How could there not be a patch kit?
So I was offered $44. Ridiculous again! It wold cost me at least 4 times that to have someone come over to fix it. Never did receive the money. I called twice as I was told they would call back in one day. Both times no call back.

They are experiencing a system failure so an already poor company is now even worse. 8 days and counting since I was told I'd be contacted with info on my delivery date. Nothing...

Ashley Furniture is the worst ever! They showed to deliver my furniture today. The delivery people was a man and his 2 children I asked one of the kids were they working age the kid responded I am but not my brother. They unpack the items, the guy takes pictures and tells me I can't set up your bed they did send any rails. I told him to pack everything and take it back which he did. Long story short I get a text from Ashley saying my ordered was delivered with my forged signature

I recently ordered a piece of furniture. I was given a delivery date and time. I was sent an email stating that they had truck issues and may be delayed. I let them know that I had a late dental appointment and that I would be leaving home at or about 4:30 pm. I went to my appointment. While I was there, I received a text stating that they were headed to my location. No one called to reschedule for the following day...when I called this morning, I was told that the driver had to make the change as to when I would get my delivery. Since they had the issue, I feel that I should have been contacted to be in line for an early delivery. The delivery status said that I postponed the delivery. I didn't post pone anything. They screwed up. I asked if the driver was a subcontractor or what....this makes no sense and I am very disappointed. So where is my piece of furniture?

Horrible company. We paid for a table to be delivered. They said it would be on 2 weeks. By the time it was supposed to be delivered they returned the money. We called and got run around. So paid for it again with a 2 week wait with exact same results. So we did it a third time and the DAY it was supposed to be delivered guess what? Returned money. Never gave an explanation. Sucky, badly run company.

I purchased a recliner from Ashley in October and I purchased the extra insurance plan on the recliner. The recliner electronics doesn't work anymore. The fabric is falling apart and I am not getting any help from Ashley in Louisville. I've sent pictures I've called them numerous times, and they keep telling me that somebody's gonna call me about it but nobody ever does. I've purchased many items from Ashley and I've been happy with them but this recliner is very disappointing. I feel that I need to go to a different company to buy a recliner because I don't trust Ashley anymore.

Jasmine and Daniel Customer Service personnel in the Montclair California store have terrible attitudes and are extremely rude. These employees are a bad reflection on Ashley Furniture store.

Extremely poor quality, we purchased a sofa and 2 recliners, had to refuse deliveries of the recliners because the fabric didn't cover all the way the the bottom on back and the sofa never gets used so we sat on it ONCE and the fabric STRETCHED out d looks as though it's 10!years old. I would never ever recommend this place

Delivered broken furniture and been getting the run around for over 3 months

I ordered a sofa and loveseat at the Lake Charles, Louisiana store on the 10th and was told it could be delivered on the 15th but couldn't do this until the Salvation Army picked up my old furniture so we set it up for the 21st. My wife liked the wedge that went with the sofa and loveseat so I went back to Ashley's on the 11th to order this and specifically asked if it can be delivered on the 21st with the other furniture. The salesman (not the same one, he was sick) went to check this out and came back to me and said yes they can deliver the wedge with the furniture on this date. The Salvation Army came and got my old furniture. I called the original salesman to see if he can tell me what time they were bringing my furniture. He check and said "they didn't call you?". I said about what. He said they can't deliver until the 24th because I added the wedge and that can't be changed. Now I'm without living room furniture for 3 days and have company coming in for the weekend.

Delivered the structure without the assembly parts. The boxes came with a lot of damage, and 4 days late. Customer service employees are courteous but they are dealing with a shitstorm of bad deliveries and angry customers. I'll definitely stay away from Ashley.

I've had the worst experience ever with Ashley customer service. I will never recommend anyone on earth to buy from Ashley.

I bought a bed on February 4th. At the first delivery, one part was broken. I had to call again and again to have a follow-up.
At the second delivery, 10 days later, some hardware were missing to assemble the bed.
As a result, all the pieces of the bed in the bedroom but not able to assemble it!!
Then, again, a lot of calls with different people who do not know what happened..
Customer service doesn't help people, they put you on hold and do not answer for a long time. I have talked to at least 15 different people from customer service who do not seem to have a clue of what customer service means.

It has been more than one month now I have to sleep directly on the floor!

To add to the pain, Ashley is not helping to fix my recliner sofa which was delivered with damaged back-frame. The same customer service experience . The sofa was purchased along with the bed on February 4th.

They do no provide any confirmation number for complaints, so every-time you call , you need to explain the same story from scratch just to receive answer from customer service agent that "we have noted your complaint and someone will contact you within 3 business days"!

It is really unacceptable!! The most scandalous customer service ever experienced!!

Husband and I are not pleased how our furniture was delivered, 3/3/23. We were told the delivery was to come in between 2:45pm and 5:45pm. The delivery arrived at 12:30pm. They asked "where do you want us to place your furniture"? Thereafter, they left. We then noticed that the sofa, end side does NOT feel comfortable and NOT looks right.

Ashley furniture should be last furniture store to purchase. If by any chance something goes wrong with the product, then you will feel that Ashley is the most painful company to deal with. You will have to live with the faulty, defected product for months if not years and sales people will not attend calls. Ruthless company with unprofessionals behavior.

My daughter is attending UTSA in San Antonio Texas! She needed a new matress and box springs! My wife and I drove 160+ miles to purchase a new set!We went to Ashley furniture located at 12493 I-10. We purchased a full size mattress and box springs, that cost around $1,200.00. The salesman Horace said they could deliver it on Saturday! So we needed to wait 5 days for them to deliver! Today 02/25/2023 they show up with the "full" size mattress and a "Queen" size box spring! Incredible!
Now it doesn't take a rocket scientist to figure out that doesn't go together! So, they tell my daughter that she needs to go to the store again to straighten the problem out! More gas, more time, to add on the whole deal! So she called me to ask what to do!
Of course I am in Laredo, Texas and cannot go to the store! So I try calling the store and the manager is not available! I left a message for him to call, but after an hour he has not taken time time address the problem!
Really bad service all the way around except to pay the bill! Maybe They will wake up and perform some good customer service when I cancel the order!

I went into the store to purchase a bed and sectional. It was the 30%-70% Christmas sale. I was charged more than the full price, and despite the sale. The salesman kept changing the order and stated he had to adjust the sale prices for the best deal. The 5 pc sectional became a 4 pc sectional. The firm mattress became a medium mattress (because people don't always know what they want). The platform bed became an adjustable base with adjustable legs that attaches to a headboard...I never received the adjustable legs. The base doesn't attach to the headboard. Apparently, it leans against the wall. The mattress came with a free platform, but they forgot that too. The $250. headboard was $599. The floor lamp went from $197. to $500. Then the 5 pc sectional that became 4 oc, was $3200. became $4800. They are thrives. Anything to make a commission, then they have one excuse after another to not deliver the correct items. Everyday corporate will give a ticket number and say they will call back. But they never do. Then they close your ticket. They promise results then tell you to go to the store and buy what you want, or shop elsewhere. I bought what I wanted. I am paying for it. But it is not what was delivered ?
I go into or call the store they are very hateful and threatening. I had to take my 40 year old son with me. They were red in the face when I proved they over charged. They will say they will correct it and send a new delivery and retrieve the wrong items. They never follow through. The next time I shop Ashley Furniture on Bernadette Dr in columbia mo I will have to request an officer for protection. ?

I bought a couch in October 2021 by December 2022 it had several things wrong with it. And I am one that takes care of my things. I even bought an extended warranty and the warranty does not cover any of my issues. I am very disappointed in the quality of the furniture and the warranty. Why do they sale a warranty that doesn't cover anything????

I bought a couch in October 2021 in December 2022 just barely a year old I have had several issues with the couch. I also bought the extended warranty and I filed a complaint and the warranty department said none of the issues were covered with the warranty. So why are they asking a warranty if it does not cover any issues. I am very disappointed in Ashley furniture. One does not want to pay thousands of dollars and have issues with it in a years time. I would not recommend the products Ashley sales or the warranty.

I Bought A Sectional Couch From Ashley's In Toms River Nj Paid Over $5000.00 For Couch And Warranty And Have Nothing But Aggravation The Material On Couch Is Breaking Down Feathers Are Popping Out And Material Has All These Little Balls All Over It Like A Cheap Sweater So I Call Warranty And They Tell Me To Buy A Fabric Shaver Well I Can Stay Home 24/7 And Shave This Couch Whichi Never Had To Do Before On Any Couch I Ever Bought The Quality Is Horrible Then You Try To Call Someone They Give You To A Chat Page And They Want You To Pay For A Questionaire About Your Issue What A Rip Off Ill Never Buy From Ashley Again In Fact Maybe Ill Call An Attorney

I bought a recliner at Ashley Home Store in Rutland, VT. I picked it and a couch up
last Thursday. I went on a trip the following Saturday and came home on Thursday and realized that the recliner was too big for me. I went to the store the next day, Friday and explained the situation to see if I could exchange it for a different one. I was told that it would have had to be returned within 5 days of my bringing it home. I explained that I was on a trip and hadn't sat in it for 5 of the 7 days I had the recliner. I was told flat out that I couldn't exchange the recliner because it had been longer that 5 days. I find this attitude ridiculous. Now I'm stuck with a recliner I'm not happy with and will have to try and sell it. If I can do that, I will never go back to that store to buy furniture.

I cancelled an order for a bedroom set & mattress set with base. the sales person added an insurance charge and failed to tell us that shipping/setup was over $400. I canceled the order the next day & put a stop payment on the check. Talked to several people to verify that I canceled the order. Today i received a letter from a collection company. i did not receive the merchandise it wasnt to be delivered for 6-8 weeks I want this collection order to be removed and a letter stating stating it had been removed. sales #0329949272

This comment is for the Ashely Furniture Store in Woodbridge, VA

(Oct 2022) The associate ordered the wrong item even though we showed a pic and pointed out the furniture in the store. It took many phone calls and a visit to the store before they resolved the issue. So I thought.
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(Jan 2023) Update: Changing to 1 star
The store manager updated the original invoice and delivered the right item promising to credit back a difference of $783.34 since the item I selected cost less than what they originally delivered. I was even emailed a link to a receipt showing the refund. When that refund didn't come through I opened a dispute with the bank which is when the accounting dept claimed that it was NOT a refund but a store credit.
I went back to the store to talk to the manager who also confirmed that it should have been credited back to the card since it was no fault of mine that the associate rang up the wrong item in the first place.
So please be careful dealing with this store. Don't trust the associate or manager and read every receipt or invoice VERY VERY carefully !! I will never go back to this store.
I am still disputing my refund with in their Accounting Dep