Ashley Furniture Industries, Inc.

Review: I purchased a sofa and love seat set back in November of 2012. After having the set for only a few weeks the cushions flattened out on both pieces. The company sent out a 3rd party technician who said that the furniture was defective. He also had to inspect under the sofa to check the wood frame. He showed me what was wrong and asked to leave the bottom un-stapled, as he would staple it when he returned to fix it. A week latter I called Ashley Furniture and they said that the techs report said nothing was wrong. After fighting with them for MONTHS they finally sent me new cushions. The bottom of my sofa is still un-stapled and opened to this day. My main issue now is that the sofa creeks and squeaks horribly. It is just my wife and I who live at our house.It has never been jumped on or suffered hard use. In fact,we spend most of our time in the basement on another piece of furniture we purchased from Ashley Furniture that has held up perfectly. I called their corporate office and was told that the frame is not covered. I had/have a copy of their warranty that says that it is covered. The person had to keep putting me on hold to check to see why it was not covered. She had to go to her supervisor (who was the one who lied originally and said the tech said nothing was wrong with our cushions). After much back and forth I finally spoke to the supervisor. She explained that I was wrong and that there was nothing that would be done. I went higher up and finally someone emailed the supervisor to tell her to send out a tech. A tech came out and said that my clips were defective. He wrote it in his report and we have a photo copy of that report. 2 weeks passed by and no word from the company. Finally I called Ashley Furn. and spoke with the supervisor. She told me (again) that the tech said nothing was wrong. I told her I have a copy and she then told me that clips are not covered. I read her the warranty info that specifically says clips in it and she said that there was nothing they would do. I kept calling back and the person who answers the phone told me they were no longer discussing the topic with me. Then one day I came home and there was a package on my door step. It was the clips. I called back and said that I received the clips but someone needed to put them on. No one would call me back. I then visited the store and spoke to the store manager. He Emailed someone and they called me to inform me that they were sending a 3rd party company to come out and fix the clips. When the 3rd party company arrived at my house (same company that came out and reported that it was the clip causing the creaking and breaking sound, but a different technician), this technician said that the first technician was wrong and it just needed some screws put in the wood cause the wood was rubbing together. The clips were never put on. The sofa STILL creeks (even worse now). It is so bad that we wont even sit on it because we are worried it is just going to break. AGAIN, no one will call me back. Their warranty covers the frame and the clips and two different technicians hired by Ashley Furniture said it was one of the other. My love seat is fine and my set downstairs is fine. There is something wrong with this sofa and I want it fixed or replaced. I have given this company several opportunities to make this right and they have not. I purchased this set because they offered limited lifetime warranties on their products. They lie not only what their warranty is but also about what the technician says. I was told that if I have future problems, then I need to speak to the owner but when I call they tell me they can not give his number and you can not speak to him. The only person I can speak to is the supervisor who either A) Wont return my calls or B) when she does return my calls she lies. If I wouldn't have had a copy of the warranty (which is also available on their website) then I would have just believed her. Please help me with this situation.Desired Settlement: At this point I want the sofa replaced. It can even be with the same sofa. I just want the furniture to hold up as your warranty says and assures that it will. I have allowed you into my home on three different occasions to fix this sofa, you have lied to me all three times. Each time I have had to call and spend countless hours on the phone to even get some help. Then you send someone, I have to take off of work and then you lie about what they say. The last time they were there I got a copy of his report so you could not tell me the report said something different (even though you still lied and said that the report said nothing was wrong). At this point, since you can not fix it correctly then I want the sofa replaced with the same sofa.

Business

Response:

Hello,

I began with a negative experience with AShley Furniture in Louisville, KY. - Homestore by Jefferson Mall. I had delivery problems as well as some promises that were not kept. However, it seems that these issues are being resolved and are not corporate policy. I spoke to someone in the corporate office about my $1211.00 refund that it has taken me much runaround to receive. The corporate person involved facilitated in the refunding of my money (it is not in my bank account yet but I am trusting that as soon as MasterCard releases it, it will be). Hopefully this is the last review I will need to write but the person who handled this was so kind and accomodating I just had to let everyone know that this company seems in the process of truly trying to improve and I am all for second chances! [redacted]

Delayed delivery 3 xs, its been a month and they say another two weeks before delivery. I sold my furniture they day before promised dekivery and now am without. tried to get refund and was told that would take 2 weeks also so wait for furniture or wait for money to be returned, either way I am [redacted].

My husband and I purchased a bedroom set, mattress and ergonomic platform bed from Ashley Furniture. The furniture was delivered within a week, but the service technician could not install the ergonomic component of the bed because "the warehouse had not sent the proper parts." The warehouse is two hours away from where we live and is where the service technicians are based.

I followed up with the warehouse's customer service (after someone from sales at our local store directed me there) and requested to have the issue resolved in a timely manner. The service rep was helpful, and she assured me the warehouse would send a technician with the correct parts.

Almost two weeks later, another service technician came to install the bed properly. However, he could not set up the bed because, yet again, the warehouse had not sent the proper parts. The tech also seemed completely unfamiliar with how to install the bed. My husband had to miss work to be home during the "time window" when the tech was supposed to arrive, so he lost wages to wait around even though the issue wasn't resolved.

So, more than three weeks after we ordered the furniture and paid for it in cash, we still have a bed that doesn't work. The most frustrating thing is that the technicians and representatives don't seem apologetic or seem to care about resolving the issue in a timely manner. They pass the blame for why they didn't get us the parts rather than offering solutions for how to rectify the situation.

My husband and I have worked in customer service and sales, so we typically understand when things happen outside individuals' control; however, the lack of concern for the customer is noteworthy and the coordination between the service and delivery departments seems very disorganized.

Hopefully, this issue will be resolved in a timely manner.

We were so excited when we bought our new 2014RV because it had Ashley bonded leather furniture. Little did we know that bonded leather was just leather scraps turned into a mush and then attached to a backing. With a few months we noticed it was flaking of the backing and now all the seating surfaces of our sofa and theatre seating are more backing then leather and look disgusting. I have been waiting for someone to respond to our problem but no one has.

We purchased a very nice bedroom set thru our Augusta, Ga. location. The sales staff were very helpful and treated us nice. The trouble began when delivery time came around. First, they didn't have all of the set to ship together. This was after 3 weeks of waiting. Second, they finally called after 3 more weeks, and 2 calls to say it was backordered, to tell me they had the rest and wanted to deliver. The lady called on 25 August and wanted to deliver during the current week but I was on a business trip that week and set up a date for 10 days later (15 Sept.) since I was on vacation at this time. That's when the real problems began! I started getting the automated calls for delivery on 8 Sept. for a Thursday, 10 Sept. delivery. Since you can NOT answer NO to the service, it rolls over to their, sorry, I got to laugh, customer service number. I called this number over 10 yes 10 times, left messages almost every time but NEVER received a call back. My furniture came at the time THEY set up and I never got a call from them. After I wrote an email to their contact address making my displeasure known to them, I finally get a call on Saturday, 12 Sept. trying to blame the NEW system for their issues. I was promised a $200 gift card but we'll see. If you plan on using Ashley Furniture, call their, I 'm laughing again, customer service number 704-674-6370 and see what happens. I challenged Ashley Furniture to do the same thing! Have lots of time on your hands before you make the call!

I bought a sectional coach from the manager at the hargerstown MD. Store..he sealed the deal by giving me a 5yr extended warranty... After 13months a piece of wood tell off from some where under the coach and two of the seat cushions are wore out..I called customer service and was told they couldn't help me because it has bin over a year and the warranty doesnt cover my claim and I would have to pay 125 dollars for a service tect to come out and I would have to pay fix it..this was the worse experience of my life .I was lied to .they will tell u anything to get a sale..

Review: Tried to return Defected furniture twice within 72 hours as listed on the back of their sales receipt. The first time was 20 minutes after delivery. We flipped the chairs over to put protective felts on and all the screw started falling out. Also the table surface scratches with your finger nails.I was told the procedure is to have some one look at it first to see if its repairable. An employee came the next day and took a picture. He said he would have to show his boss. I didn't feel confident about the furniture at that time so I called the store again on the second day and asked them to come to the furniture out. Again someone had to come look at it. Then after two weeks an employee came out and determined it to be defected and un-repairable. Then they claimed it was past the 72 hours. I waited two weeks for the second employee to come to my home to inspect it. I put a dispute in with the credit card company and asked Ashley's furniture to remove the chairs from my house because all the screws fell out and feel they are dangerous to sit on. The employees are rude and un willing to let me speak to a store manager. I called numerous times in a months period and am told the store manager is not unavailable, not there, with a customer in a meeting, in a interview, etc. One month later I have 7 unusable chairs sitting in my house and a defected table. I offered t pay the restock fee and just return everything and they said no. Then I said I would pick something else and they said there would still be a restock fee. I could only exchange for the same thing even though I was not happy with the quality of the furniture. I don't feel I should have to pay restock fee on something that can't be restocked because it is damaged.Desired Settlement: I would like all the furniture taken out of my home and a full refund given. I would like to take my business elsewhere.

Business

Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. [redacted]’s claim.

If Ms. [redacted] or the Revdex.com would like to reply to this email [redacted] with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

Thank you.

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business

Response:

Hello,

Review: Had purchased an Ashley dual reclining sofa and chair from Michael's Furniture (ashley dealer) in [redacted] We had the sofa for only 6 mths and began having problems with the coloring/dye coming out of it. Tried for several mths. to rectify with [redacted] as well as Ashley. We got nothing but the run around and NO help resolving the issue. Since then, my daughter had gotten sick on the couch and NOW they color is even worse!! Almost all the dye has come out or peeled in one area.! We even purchased the additional coverage for protection ([redacted]) in order to cover such a possible incident. THEY TOO will not honor the additional warranty and repair our item! NOW it is almost a year and we have been fighting this for 6 months!!! Enough is enough already and we would like this sofa REPLACED or our $$ Given back! We tried to do a credit card dispute for the transaction, but it was too late (only have 60 days to do so)...WE are NOT happy with their products/ services anymore and would like $$ back or a new replacement please!Desired Settlement: Replacement or money back so we can purchase something else. If we get $$ back..will GLADLY give them our sof!

Business

Response:

Hello,

Review: I bought a couple dressers from Ashley's Furniture:Upon delivery, the technicians from the delivery company [redacted] damaged one of the dressers. I contacted Ashley's Customer Service on 3/10/13 immediately after the incident. After countless emails and phone calls the issue is still unresolved. Ashley's recommendation was to send parts to fix my "new" dresser. After I entertained the idea and gave them a chance to repair it, upon delivery today 7/2/13... they delivered the dresser in worse condition than I send it for repair -- KEEP IN MIND, I BOUGHT A NEW DRESSER!!! I am not willing to receive a "like new" or repaired dresser. I would like a NEW dresser delivered, so I can move on with my life.Desired Settlement: I would like a completely NEW dresser, which I paid for.

Business

Response:

Hello,

Review: We purchased a couch set about 4 years ago. However this couch quickly fell to peices and now it doesn't even resemble what it used to be. when we tried to contact ashley there is constantly no answer on the other end. this is a abomination that this couch quickly fell apart. it is ridiculous after the high price we paid to receive a couch of this qualityDesired Settlement: we would like a replacement couch on behalf of the trouble we went througg

Business

Response:

Hello,

Review: Three years ago, we bought a "leather" couch and love seat from Ashley Furniture. We specifically asked the salesperson if this was 100% leather, and we specified that we wanted a couch that would last a long time. He sold us on the couches we have, and after only two years, the couch began to bubble. We were able to see that this was not leather but vinyl. After a month the vinyl began to tear, and has continued every since. We called Ashley Furniture to alert them of this and ask what we should do to get this repaired or replaced. They said they could not do anything, and asked if we purchased a warranty. We did purchase the warranty, and called them to get their assistance. They informed us that they could not help unless an accident occurred to the furniture. The lady told us if we had a tear, then they could help us. So we opened a claim to say that it was a tear, and we were still denied. We have not been able to get resolution on either end, and our couch now looks like we picked it up off of the side of the road after a family has tried to destroy it.

We also bought a breakfast table with four chairs in that same purchase. When the delivery men came to put it together, they told us that we shouldn't have bought it because many people have complained about both the table and the chairs being wobbly and unbalanced. They were right. Every three months we have to adjust the screws to the table and chairs. The screws are starting to strip and the legs on the chairs are beginning to crack.

This was our first purchase with Ashley Furniture, and we are not tempted to return. This has been a horrible experience, and we would like resolution. We should not pay over $1500 and not have something that lasts within two years of purchase.Desired Settlement: I would ask to be refunded for the entire purchase because the quality of the products are unacceptable, and since I purchased a warranty as well, I do not think I have been shown the level of customer service advertised, promised or expected. I do not mind returning all items purchased to them as well so they can see how sub par the furniture is.

Business

Response:

Hello,

Review: Undelivered & scratched furniture.

On Sunday, Sept 21, we purchased several pieces (Bed w/ headboard and footboard, night stand, dresser and lean mirror) from Ashley at the [redacted] location. We worked with Jermaine and then one of the other store design specialists, whose name I don't recall. I opened up an account in order to receive the no interest financing. I did my financing with Ashley (financing person at this location.) The furniture was delivered on Wednesday, Sept 24 at about 330pm. Shortly after (within 45 minutes) it was delivered, we contacted the [redacted] store @ ###-###-#### to notify them that the footboard was scratched and the mirror was not delivered. I have been speaking primarily to Ashley at the [redacted] location and was told that the mirror was left off the truck and could be redelivered on Oct. 11. I asked if it could be delivered sooner since it was not our fault. They (per Ashley the store representative) set us up again for redelivery on Saturday, 10.4 around the same time as the first delivery. On Oct.4 - around 430, I contacted the store again as we had not received the items as promised. I spoke to Jermaine who investigated what was going on with our order. He told me via voicemail, that the mirror was left off of the truck and they could deliver the one off of the floor, and include an additional discount. I called back to the store the next week and asked them to cancel our entire order, and come back and pick up what we had bought from them as I was extremely disappointed about our experience from Ashley. I was told that they couldn't cancel what was already delivered as it had been more than 48 hours. However, they would cancel the mirror since it was never delivered. I have also spoke to someone in customer service who offered a $100 'gift card' of sorts for my 'inconvenience' and they also discounted the discounted the delivery fee from $139 to $69.50. I expressed to them that I will not be purchasing anything else from Ashley so the $100 card was valueless to me.

Additionally, on Wednesday 10.8, a representative came to the house to survey the scratched footboard and attempted to repair it with a furniture pen. My husband told him that using that method to 'repair' the furniture was unacceptable. The gentlemen indicated he would report our displeasure to management and someone would be contacting us within 48 hours. Today is Oct 17 and I have not been contacted by Ashley. I reached out to the [redacted] store again today and have continued to get the run around with getting this resolved. It has been nearly a month and there hasn't been a resolution to my problem.Desired Settlement: I want Ashley to take back what we have purchased and fully refund my account.

Business

Response:

Hello,

Review: I purchased Cross Island coffee table and tv stand from Ashley Furniture Home Store. I was told by the sales represents it's that they were the same collection and matching, as both pieces were not in the show room. The proceeded to show me the "matching pieces" in a catalogue. Firstly, the tv stand I brought home had a gouge in the wood and one door was much darker than the others. I picked up a replacement for both. Secondly, the coffee table arrived to the warehouse weeks later, and upon bringing it home and assembling it was evident the colour did not match the tv stand. It was exchanged for another coffee table. This one, again, did not match. When I contacted customer service, the rep argued that they did match, despite photos that proved a large difference in colour, and there was nothing they could do. I called back and got another rep who admitted the colour difference and arranged an exchange. When the third table arrived, it was still a mismatch, yet the delivery people encouraged me to keep the table. Frustrated with 5 exchanges on 2 pieces of furniture and months without a coffee table, I kept the delivery. Now, the finish is splitting between the grains of the mismatched coffee table to reveal "raw" wood. Over an hour was spent in conversation with a service rep and service manager, [redacted], at the [redacted] location. I was told that the two pieces are different "series" and will never likely match. [redacted] told me it was my responsibility to find the series codes on the product form and deduce that they were different from one another, therefore, different applications of stain, coating...ect. were likely.

An apology for; misinformation provided by the sales and service rep (on several occasions), that I have two pieces of mismatched furniture and the failing finish on the table was provided. It was maintained that since the furniture is out of the one year limited warranty (by approx. 6 mos.) there is nothing anyone can do to remedy the situation.Desired Settlement: I would like an exchange, replacement, or refund in order to obtain quality, matching furniture pieces.

Business

Response:

Hello,

Review: We purchased a "bonded leather" ottoman and sectional in 2011. In 2013 the cushion fill and ottoman were severely flattened even though the furniture had minimal use. By 2014, the bonded leather was peeling away from the fabric in several pieces. In December 2014 I was excited to remember we purchased a 5 year extended warranty with our furniture and called the number to file a claim. I was told that the warranty only covered accidental damage, not poor quality and that I needed to call the customer service line.

I called and spoke with a nice lady named [redacted] from their corporate off and told her my problem and asked her if Ashley furniture stood behind the quality of their furniture and she replied that they did and to send her pictures of all the tags of the furniture and she would have her manager look at them. She said they had several complaints about this exact piece of furniture and they had made resolution with other customers. I sent all the tags to her on January 8, 2015. I emailed her 2-3 weeks for a follow-up and finally had a response on March 20, 2015; she asked that I take a picture of a different tag. I did and sent it to her March 24, 2015. I have since emailed her for an update and she has not replied.

I realize after reading other people's complaints that they are a horrible company and I should have never done business with them. I do hope there can be some resolution and our furniture can be replaced with quality.Desired Settlement: I would like for the furniture to be replaced or our money returned.

Business

Response:

Hello,

Review: Most ridiculous, unorganized furniture company I've ever dealt with. Ordered a couch in March/April - 5 months ago. Couch was supposed to come in May. Ashley postponed it to June. Then postponed it again to early July. Then postponed it until July 25th. I just received another phone call that they won't be sending it until September now. I have called a number of times over the past two weeks to confirm delivery would be today. They said it would be. I call today to confirm that they are delivering only to be told they are not - that it is postponed until August now. I get the need to make the furniture - but it does not take 5 months to do so. Clearly Ashley doesn't understand the lifetime value of a customer. Had they done right, bent over backwards to fix the situation, we would shop there again. Now that we have had this experience, we will never step foot in an Ashley store again. I honestly don't believe I will be receiving the purchased items.Desired Settlement: Deliver my completed order, with no defects or issues, within the next 5 business days. If this means escalating my order specifically to get it manufactured, so be it.

Business

Response:

Hello,

Review: We purchased the product more than a week ago with a delivery date on 12/19/15. As of 12/21/15, the sale has cleared my credit card but the product has not been delivered and we have been provided no explanation or date for delivery.Desired Settlement: Delivery before Christmas as promised.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the Johsnson’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. They purchased furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question. I took the liberty of forwarding the information provided by the Revdex.com to the corporate office for the [redacted] store, along with a request for them to investigate this matter further and contact the [redacted]’s to discuss their options. If you have additional questions or concerns, please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Consumer

Response:

DO NOT BUY HERE. Damaged our home and furniture. Furniture is not real wood. Horrible customer service has not fixed problem for over 1 month now.

I bought the most expensive set of bedroom and living room furniture they sell for $9,000 only to find out it's not even real wood! The items were delivered with finish flaking off and bubbling. Under it is some sort of crappy resin or plastic, not wood like they tell you in the store. Under the finish is white material.

The delivery was finally made to our new house by a contracted company, not Ashley's, after waiting 2 weeks. They put a hole in our wall, scratches on the walls, black marks all up the carpeted stairs, broke the entry door hydraulic, put a hole threw the back of the dresser and scratched 2 other pieces of furniture. This is my new house I just bought and they have no respect!

That was 1 month ago and our home is still damaged and furniture is still unacceptable. This company is so layered they can't figure out how to fix my order or the damages to my home! We've talked to sales reps, customer service agents, technicians and even managers with no luck on getting someone to my home to access the damage and the defective junk we were delivered. The only thing that's been done to fix my order is they sent another contracted delivery company out to replace the dresser that was broken on the first delivery only to have these guys put another scrape on the foot board of our bed and ruin it now too! They also did not replace the mirror and the finish on the mirror is a lighter shade of brown than the new dresser they brought so it doesn't match now. Today (Monday) I got a call for an appointment for a technician to come inspect the furniture this Thursday. Another 4 days when it is convenient for them! Why not take care of your customer's right away Ashley? Your sales team was available 24/7 to sell me but nobody is available to help out when you have problems.

This company does not take care of their screw ups or valued customers. Don't shop here unless you like paying top dollar for defective junk and want random people stomping through your house breaking stuff. Very disappointed customer. Will never shop here again and will advise everyone I know to stay away.

We originally purchased a bedroom set for my daughter in June 2013. We were given 3 different delivery dates and wasnt notified of the changes until I called the store and questioned the delivery time the day of the delivery date that was shared with me when I signed the contract. It was a hassle to get a committed/set delivery date but after speaking to the store manager and advising that I would report this experience, it was resolved. Dec 2013, the same bed broke at the headboard so my daughter is not able to sleep in it. I followed procedure by loading a pic of the defect and sent to customer service. I left several messages with [redacted] and received no response, and after speaking to 3 different customer service reps each told me they could not find or retrieve my pictures - I was asked to resend for a 3rd time. My overall experience was very frustrating from beginning to end with such a simple purchase and I will never buy another piece of furniture or recommend Ashley to any of my relatives, peers, or friends. It seems to be common business practice, the staff seemed very familiar with my issues as if the frequency was common and apparently an accepted culture.

the customer service at the store is great when purchasing my items but when it comes to delivery. it's horrible. I ordered a mattress, couch and love seat that was supposed to be delivered within 3-4 weeks. at the third week mark I call just to get an update and i'm told that they are waiting for my love seat to come in and that it wouldn't be there until the week of Dec 18 which would put my order 5 weeks out at that point. so I ask if my mattress could be delivered sooner because I was sleeping on an air mattress which was killing my back. the customer service rep set up for delivery to be that following Wed which would have been Nov 10. the morning before they called to let me know what time the delivery would be there. then that afternoon they called to tell me that my mattress was damaged while loading it in the truck and that they couldn't deliver it. so I had to wait for them to order a new one and then send that down and that someone from the store would call me later that day to give me the new date and time. did I get a call, no. at this point i'm pissed. not only did I not get a courtesy call to let me know it would be longer than 4 weeks but when I called later that afternoon on Nov 9 to find out when it would be delivered I kept getting the run around. when I asked to speak to a manager the young lady told me a manager wouldn't be in until that thursday. when I told her that was unacceptable she told me she would look into my order and call me back. did she? no. so I go to the store and low and behold, a manager is working. now i'm extremely mad because she lied to me. the manager looked my info up and told me that my mattress would not be shipped to the store until Dec. 15. it is Now Dec 16, I called to check on my status and my delivery will not make it to the store until this weekend and they won't be able to deliver my stuff until Dec. 24. I have a brand new house that i've not been able to live in because I don't have a bed to sleep in because of the crap i've had to deal with from the delivery department. at this point by the time I get my stuff it will be a month that i've not been able to live in my home AND it will be 6 weeks total that i've been waiting on my stuff.