Review Time
Bought a sofa that comes in a box by the way. The material was wrinkled and has not smoothed out. They are saying this is not a defect! If I knew I would be buying an old looking couch I would have gone elsewhere! Don't waist your time or money buying here. The company does not care about how the product looks, only if ripped or mechanical issue.
A defective dresser was delivered today. When I attempted to resolve the situation through customer service, I was met with entire resistance, and the situation was never even resolved. No one was willing to deliver me a replacement for eight days. And then when I just asked for a refund and for someone to come pick up the dresser, I was expected to take off time from work, in over a week later, and wait for someone to come and pick up the defective dresser from my living room and then process my refund. Which I would then receive in 7 to 10 business days. I would expect that it would want to be resolved in a timely manner, and not in whatever fits in the schedule even after speaking with a supervisor I was met with nothing but disrespect, and a lack of desire to resolve a customer complaint. I will NEVER buy from Ashley Home Furniture after the lack of customer service I received today. I just plan to go through my bank to resolve the fact that I didn’t get an item I expected, in the condition I expected, and I’m contesting the charge.
Horrible quality, and extremely bad customer service. I will not
Horrible quality, and extremely bad customer service. I will not buy again from them.
I bought a dining table from Ashley two years ago, and I keep to have tightening the screws every month. I have another table in my basement that I bought from another company (Cheaper) and it's very solid. I also bought couches and bought extended warranty for an additional $599.99 that was supposed to cover 5 years. After two years, I have been trying to get some service for these couches, and been on several calls with Ashley and then service company. The service company tells me they don't have any information from Ashley regarding my extended warranty service. When I call Ashley, they tell me they would send the information the the service company. I escalated the topic many times, and waited on the line for 1.5 hours with Ashley trying to get support from higher management. They keep me on hold until I either give up or they hang up. I will not buy again from them
Ashley let us down, we will never consider doing business with them again. We purchased a sectional sofa and recliner chair in a Florida store @ St Augustine. It was just under 5K for all. Three weeks later it was delivered. The delivery guys damaged the wedge section during delivery ripping open the fabric on one corner and exposing the particle board frame underneath. They tried to hide this and other issues too. While inspecting before signing I discovered this and asked about it. They made a call and put their "manager" on speaker phone. They gave us 3 options. 1. Refuse the section and wait 3 weeks for a replacement (we should have done this) 2. keep it and have it recovered with new fabric 3. If we didn't like the repair, we were told we could get a replacement. We wanted something to sit on so we mistakenly took their offer of repair. this was a very, very bad choice. We figured covering the damage with a blanket would be good enough for now and began the waiting game thinking that we would be taken care of. We placed the furniture in its final position later that day, while doing this I also discovered the plastic leg in the back of the wedge was falling off when you lifted it due to a stripped screw and also the pins down below that join the sections together are falling out and the inserts are stripped. I had to go up to Home Depot and buy new parts to fix all this. Needless to say, this is not what one expects to do with new, “expensive” furniture. Three weeks later a package of fabric arrived at our door and several days later a repair guy came to recover the wedge section. We watched while he did this, after removing the cover and exposing the inner particle board frame we were horrified at what we saw underneath. See my pictures below to illustrate this. The back boards were falling down, staples sticking out everywhere, etc. Absolutely horrible. It looked like a 4-year-old cobbled it together using scraps of wood from a junkyard. My wife turned to me and said, "We paid almost 5 grand for this junk"? Yep, we did. The repair guy even told us the rest of the sections are probably like this too and you should ask for a replacement. He recovered the section and left. The repair does not look like new "factory work", the stitching is off, the stuffing is not the same and there are too many flaws to mention here. We took pictures of this and sent them to Ashley asking for a replacement as we just are not satisfied with the repair. Weeks went by, I emailed and called them every day asking for a solution. When we finally did get someone on the phone, they were rude and told me that we needed to send more pictures and claimed that we signed a document stating that we were stuck now with the repair. Looking over all our paperwork there is nothing that says this and we never signed such a document. We quickly realized this was going nowhere. They lied about our options, they lied about signing nonexistent documents, the delivery guys lied to us, on and on. We now have no choice but to file with the BBB and hope we can get a resolution. We wanted to be nice and try and work with them, the final straw was the rude "customer" service lady on our last call. Talking to them is pointless. Lesson learned: do not trust anything they say and if you get something damaged delivered to your house by them, refuse it without question. The bottom line is that our new 5K couch is basically garbage inside and we made a bad choice by trusting Ashley.
I want to caution anyone considering buying furniture from this company. I purchased a sofa from their location over two years ago. The quality has been disappointing. Initially, it seemed good and comfortable, but after two years, it has become uncomfortable and appears very worn. My mother's 25-year-old furniture looks better (and she definitely didn’t shop here). I wish I had done more research.
Avoid purchasing from this company! This is an update regarding my recent order that remains unresolved. I wish I could say they fixed the issue, but as of now, they have done nothing! All I hear is that they will review and process a refund, but it never happens. Meanwhile, I had to pay my bank dues again, even though I have no item from this company in my possession. They picked up the recliner on December 20th and confirmed this action, stating they retrieved the item and it's back in their warehouse. I received numerous emails before and after the pickup of their damaged product, which I reported within an hour of delivery. I gave them multiple chances to address the situation, and although they scheduled two appointments, they failed to show up! After much back and forth, they accepted my return and refund request. However, as of today, they have their recliner, but my $800 is still charged to my credit card. We have countless emails and phone calls to prove this, yet they keep saying they will review the case and issue a refund. Each call results in a case number, and they promise a refund in 1-3 days, but it never occurs! The math just doesn’t add up. They provided a damaged item, and despite my attempts to resolve it, I was left without it when my husband needed it for recovery after his bypass surgery. Now, since he never used it, why would I need it? The item was picked up on December 20th, and today is January 10th, and I still don’t have a refund despite having extensive correspondence confirming the agreement. What would you call this situation? You don't have the product, but you're still charged for it? This feels like theft and fraud! Do not buy anything from this company. Their customer service is ineffective; they may respond but offer no real solutions in the end. It’s just a headache! I will keep you updated if they resolve the issue. Thank you.
I ordered a dresser, but it arrived without a drawer bottom, dresser back, and all drawer supports. I reached out for replacements and was informed they would be sent, but I never received them. When I contacted customer support, they asked me to pay for the missing parts!
My experience ordering furniture was incredibly frustrating. Delivery was incomplete, and the store manager was dismissive and unhelpful. I've made multiple attempts to resolve the issue, but I have not received any follow-up. This has been the worst customer experience, and I will not return.
This company employs deceptive practices. They promise easy returns but make it impossible when you try to return an overpriced item. When I attempted to return, the option I needed was suddenly unavailable. Be cautious, as this experience feels like a scam.
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