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Ashley Furniture Industries, Inc.

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Reviews Ashley Furniture Industries, Inc.

Ashley Furniture Industries, Inc. Reviews (966)

Review: We purchased furniture, in good faith, back in July 2015. When the furniture finally came I just about 9 weeks later the trouble began. We called to schedule furniture but was told it would be here when we were out of town. So we called on that Saturday to schedule in following week. We were told they're closed and just call next week. We called Monday to setup delivery. We were told our furniture was put on a hold and they couldn't deliver due to not submitting our drivers license. Soon as we got off the phone we emailed a picture of the drivers license. We called back again to schedule, since no one called us as promised. We were told the next time they could not deliver furniture because of a different hold on our account. Something to do with financial information and needed a form signed. We went into store and signed the paperwork. We still never got a call back. We called continuously over the next week and visited the store 3 times to see why everyone was promising to call us but never did to schedule. Finally about 2 weeks after the start of this ordeal we called that Monday to schedule in. They promised us an email saying we would have $150 of in store credit for our hassles and they would call Thursday to let us know our delivery spot so we could plan getting off work around that time to be at the house. We never got an email with our in store credit or a phone call Thursday. Friday at 12 we started calling to see why no phone calls or delivery or email had been done as promised. We were told that there was another hold on the account and we needed to go sign more paperwork in the store. We went in first thing Saturday. This is when the trouble with the manager MICHELLE started. No on in that store helped us or bothered to assist. Finally a guy in the back came out to have us sign the paperwork. We signed it and asked if there was anything they could do to compensate us for going on 4 weeks of the company's constant mistakes and zero phone calls ever to help us. The manager finally came over to us and introduced herself. She told us our "measly" $2400 purchase was not worth giving us any store credit above $75. She said she did not think our inconveniences really was a big deal. We mentioned our daughter has been sleeping on the floor for 4 weeks now waiting for the stores mistakes to deliver the furniture. When we inquire to cancel the order all together so we could purchase the furniture elsewhere where we would actually be treated decent and actually get the furniture she said "no way I'm not allowing that." She walked away with no sympathy no forgiveness, no empathy just rude starky I don't care comments. Johny promised us Monday morning he would have delivery call us to schedule no later than Wednesday and to make sure our in store credit proof was emailed to us. We waited all day today, Monday and never received a phone call. WE called and asked to talk to him and never got a call back.Desired Settlement: I DON'T BELIEVE AS A COMPANY YOU WOULD WANT THE LEVEL OF COMPLETE AND TOTAL DISRESPECT FROM MANAGER MICHELLE TO REPRESENT YOUR COMPANY. WE HAVE BEEN SO DISRESPECTED, PUT OFF, LIED TO CONSTANTLY, AND NOBODY SEEMS TO CARE. PLEASE ASSIST US WITH RESOLVING THIS ISSUE. MY DAUGHTER IS TIRED OF SLEEPING ON THE FLOOR ON PILLOWS.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by the store that sold the product in question. I took the liberty offorwarding 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 andcontact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,TammyK[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Review: On May 15, 2015 I visited Ashley furniture in [redacted] looking for a sectional for the living room in my new home. I was assisted by the Sales Rep Juan, who showed me three different ones that more or less met my search criteria. I fell in love with a sectional in the Urbanology collection and immediately asked for its dimensions. The sales rep gave them to me right from the top of his mind; I asked him if he was sure as I would expect for him to check the specs or at least measure it and his response was “I am sure! I just sold one and those were the dimensions.” Trusting that he gave me the right information, I went home to find out that the sectional would not fit into the space I intended to put it. I was very disappointed and started looking for other options at other places, but really did not find anything I liked. I decided to double check on those dimensions and called Juan, who gave me the same dimensions again; I measured my livingroom space all over again to make sure it would not fit and was still one foot short of space. I decided to call Juan again to see if they had it available in a smaller size, to which he answered that I could substitute an armless sofa by a loveseat and make it smaller. I was super excited and visited the store on May 19th to purchase the set. Initially I had been told that I would have to wait two weeks to get it delivered on June 3rd, but when he placed the order in the computer he said I would not get it until July 4th. I was going to have to wait six weeks to get it! I was pregnant at the time and was due on June 5th and was expecting family and friends to come and visit to meet the baby during June. Juan and Daisy, another sales rep, convinced me that it was worth the wait, so I bought it and ended up getting Ashley’s credit card too.

July 3rd came and I was super excited to get my new furniture the next day; I received a call saying that my furniture was backordered and I was not going to get it delivered until July 22nd. I was very disappointed! Now it was 2 months of waiting to get it. I went to the store to speak with the manager and said there was nothing he could do about it and that I needed to call customer service in corporate to try to resolve the issue. I called three different times and no answer! I left a voice message and nobody ever called me. I tried again until they finally answered and said there was nothing they could do; I was requesting the delivery charges back for the inconvenience (because they charged me $139 for delivery, Outrageous!) and they said they could not do that. The lady said she would send me a $150 gift certificate, but everybody knows you cannot get anything in Ashley for that amount; up until today, I have not received the certificate in the mail. Very disappointed and overwhelmed by the lack of professionalism and commitment of a company who claims to be the number one furniture store in the world and pride themselves to have a very efficient and “strategic” business/delivery method, I decided to wait to get my furniture on July 22nd. On July 21st, I get a phone call from Ashley’s delivery center saying they needed to reschedule for July 24th. I was pissed, but again, I accepted it. Come July 22nd and I get a call at 1 pm from the Ashleys delivery guy saying that they were heading to my house to deliver three out of four pieces of my sectional. I was not home and had to rush to accept the delivery on a day that was not scheduled. They said I would get the missing wedge of my sectional at the beginning of August. That’s the piece that connects the whole sectional, now I had ridiculous floating pieces in my livingroom, which I did not set up the way I intended to trying to hide the lack of that missing corner.

Now the wait for the missing piece starts. On August 3rd they called me asking if I would accept delivery for August 5th to which I said I was not going to be home; they asked if I could receive it the next day, on August 6th, to which I said yes and the lady told me I was going to receive a phone call to set up the delivery time. August 6th came and they neither called, nor showed up. I was home all day long waiting for them and nothing. On Saturday, August 8th, I called customer service to find out when they would be delivering and why they had not delivered on Thursday as they had said they would. I spoke to manager XXXXXXXXX who said there had never been any delivery scheduled for that past Thursday and that there was nothing they could do about all the inconvenience we had gone through; she also said they would deliver on Wednesday, August 12th. On August 12th I finally got the missing wedge and when I finally was able to place the sectional as it was intended to be positioned in my living room, I realized that It was fitting small and that the original sectional, the one with the armless sofa, I had seen at the store would have fitted perfectly in my space; the sales rep had given me the wrong dimensions.

On Monday, August 17th, I called the Ashley store in [redacted] and spoke to Daisy who said it was still possible to exchange the armless loveseat for the armless sofa, but then she called me back saying I couldn’t since it had been over fourteen days. She said I should have realized that it was the wrong size within fourteen days of receiving it. She didn’t understand that the reason I had not realized the wrong size of the sectional when I got the first three pieces is that I had not assembled and put it in place due to the lack of the wedge. She told me I needed to call customer support and get approval from them. I called and spoke to Conetta [redacted], one of the managers, who said there was nothing they could do about it and that I had to keep it that way; she never once apologized. I called the local store again and talked to Daisy, who said there was nothing they could do; she told me to talk to Bertha, who said she would try to help me by speaking to the local store management. A few hours later I get a picture of my furniture as a text message saying that because they had been “set up” they were not going to exchange the piece. I waited the rest of the week to get a phone call and nothing. Talk about bad customer service from the local store and corporate.

I can’t believe I have to stay with a $ 2,000+ sectional that does not fit appropriately in my living room just because of a mistake on their side. I was given the dimensions wrong and made my purchasing decision based on that. My whole experience with this purchase has been nothing but stressful. I was planning on getting the rest of the furniture for my new house from them, but after this experience, I would not even recommend them to my family or friends.Desired Settlement: I want for them to take responsibility for their mistake and exchange the armless loveseat for the armless sofa. I should not be the one staying with the wrong sized sectional when the mistake was not on my side. I am willing to pay for the exchange, any other charges, such as pick up and delivery are their responsibility.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and wantto ensure the proper steps are followed so a resolution can be reached in atimely manner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by the store that sold the product in question. I took the liberty offorwarding 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 andcontact Ms. [redacted] to discuss his/her options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Consumer

Response:

Review: On 02/05/2015I purchased a double recliner with console along with a single recliner rocker. The cushions and padding have become crushed and the comfort has gone. It is now hard to sit in these chairs as these chairs are advertised as comfortable.Desired Settlement: I want a full refund as Ashley furniture has not lived up to the quality they advertise.

We have had this furniture for 5 months and feel that any furniture will have the same results.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Mr. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. Mr. [redacted] purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are madeby the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the LasVegas store, along with a request for them to investigate this matter furtherand contact Mr. [redacted] to discuss his options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Business

Response:

We are very sorry to hear Mr. [redacted] has chosen not toaccept my response to his Revdex.com claim. Since each of the stores are independently owned andoperated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have accessto each of their individual sales records nor are our computers linkedtogether. Therefore, Ashley Furniture Industries, Inc. is unable to look intoher concerns further. Which is why we refer him to contact the store directlyfor further assistance. We have however,sent his concerns to the Ashley Marketing Specialist who works directly withthe store for further review and it has been suggested that someone from thestore contact Mr. [redacted] as quickly as possible. Sincerely, [redacted] Consumer Affairs Representative Ashley Furniture Industries, Inc.

Consumer

Response:

Review: On 6/5/2015 I ordered 15-20,000.00 of Ashley Furniture to fill a couple of rooms in my house. Since the order I placed in the store I have had to go in twice to change discontinued items they still had on the sales floor. Some of my furniture delivery keeps getting pushed back farther and farther and I probably wont have everything at the nearby 3 month mark of waiting. All of the furniture that has arrived at my house has had minor damage and most of it has large damage such as dents, broken shelves, broken supports, exposed screws/nails. This is not what was on the showroom floor it might as well be different furniture. I purchased a warranty and when the repair company comes out they let me know this is the best they can do to fix such broken and poorly built furniture. The company NEVER contacts me even if they change a delivery date to a later day which they have done so much already. So I sit around waiting for them to show up even though I confirmed the delivery and they never show and If by some miracle they do everything they put in my house has been damaged. Purchasing from Ashley has been the single most uncomfortable process in my life and that's saying a lot since I have been pinned under a truck.Desired Settlement: I believe that this business has a lot to do. They need to deliver all of my items. Apologize with a formal letter for being the worst company I have ever had the displeasure of dealing with. (included should be an apology for all of the poor business practices above) They need to contact their Vietnam manufacturer and get items off back order. They should insure that the products on the showroom floor reflect the quality of the items delivered to a purchasers house so taking a hammer to everything on the showroom might be a good start. They need work in most departments apparently. I DO NOT want store credit for more purchases at Ashley. They keep offering this but why would I buy anything from them even on credit I already have a house full of defective items from Ashley.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding the [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. The [redacted]’s purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are made by thestore that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the TerreHaute store, along with a request for them to investigate this matter furtherand contact the [redacted]’s to discuss their options. If you have additional questions or concerns,please consider contacting the Terre Haute HomeStore Customer Care departmentat ###-###-####. Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Purchased a leather sectional and desk in October 2013. Following several "reschedules", and "computer problems", we finally received the sectional on December 7th. The desk was not delivered. The sectional was missing one of the cushions and we were told we could order one for delivery in 7 to 21 days. The delivery timeframe for our desk is yet to be determined.

Customer service staff are indifferent and mindless for the value of customer satisfaction. Their "canned" responses are well rehearsed and they offer little to no resolution.

Review: I’ve purchased a set of sectional recliner with 4 pieces included in March 2015. The original delivery was scheduled in late April. A couple of days prior to the delivery date, we were notified that 2 of the 4 pieces were not ready. So we rescheduled the delivery to 5/18. Two days prior to 5/18, we found out that all pieces were still not ready. So we rescheduled to 5/28. On 5/28, I took time off work to wait for the delivery, then found out that the delivery were still only 2 out of 4 pieces. I rejected the delivery and rescheduled to 6/11.

On 6/9, I confirmed the delivery and called the customer service to make sure that all 4 pieces would be delivered. I was told yes.

On 6/10, I called the customer service again just want to make sure since I needed to take a day off work, I was assured that the full order would be delivered.

On 6/11, the delivery truck showed up with only 2 pieces! You can imagine how frustrated I am. I called the customer service and was told that the store is at the mercy of the manufacture and wouldn’t know what were loaded to the delivery truck till the delivery day. I was also told that the new delivery date is 7/2 and they can’t promise that the delivery will have all 4 pieces.

It took me several weeks to find a set of recliner that I am willing to purchase, and I’ve been very patient for 2.5 months, and I’ve taken time off work twice to accommodate the delivery delay. Now I am asked to wait for another 3 weeks WITHOUT guarantee of on time delivery!! Now I am in the situation that if I cancel the order, then I wasted more than 3 months of my time, if I don’t cancel the order, I don’t know when on the earth I will receive the products.

I really don’t understand the business practice in this process. How come the store, manufacture and the delivery logistic are so disconnected? How can a business allow this kind of disconnection to happen if they truly care about their customers?Desired Settlement: All 4 pieces to be delivered by the end of June, 2015

Business

Response:

Hello,

Hypothetical question: If I pay extra for a piece of furniture to be delivered TO me, should it not be delivered at a time that is convenient FOR me? I have had the worst customer service experience with Ashley Furniture imaginable. I ordered a bed frame a month and a half ago and paid extra for delivery. At the time that I ordered, I made it clear that I needed an afternoon or a Saturday delivery time. The sales rep told me this would not be a problem, and she would make a note of it. I reiterated this point to the delivery company when they called to set up a delivery date a few weeks later. The night before the bed was supposed to be delivered, I received a call saying they would be at my home between 9am and noon. When I once again explained that I needed an afternoon delivery, I was told that they could not be there the following afternoon, so it would have to be delivered on another day. I was told they would call back the following day with a new delivery date and an afternoon time. I heard nothing from them for over a week. When my husband finally got in touch with the delivery company, we were told the bed would be delivered the following Saturday. Several days later I received a phone call to set up a new delivery time, as apparently no record of our Saturday appointment had been kept. Luckily, there was still Saturday availability, so I rescheduled the appointment my husband had already scheduled. During that conversation, the gentleman I spoke to assured me that the bed would be delivered on Saturday, and I would receive a phone call that morning with a three hour time window. On Saturday morning at around 10am, I called them because I still hadn't heard anything. That's when I was told that they had no record of my delivery time, the truck had already been loaded, and my bed was not on it. At that point I was just done, and asked them to simply refund my money. I was told I would need to do that through the actual store where I purchased the bed. I tried to call at 10:30 after the store had been open for half an hour and was redirected to a call center that was unable to help me. I finally drove to the store and asked to speak with the manager. I was told that he was in a meeting, but the office manager said she would have to fill in a refund request that would need to be approved by her manager. She told me that she would call me later that day, or on Monday morning at the very latest. When I still hadn't heard back from her by Monday at 4, I called the store. I was told she had stepped out, but that she would call me back within the hour. When I had still heard nothing by 6:30, I called again, and was told by someone in the office that neither the manager nor the office manager were available, but that they believed my money would be refunded in 7-10 business days. So now we wait...again. Frankly I'm not at all confident that it won't take another couple of phone calls and trips to the store to get our money back since clearly customer service is not a priority, and the left hand has no idea what the right is doing. Needless to say, Ashley Furniture store will not receive any of my business in the future. There is no shortage of furniture stores in our area, any of which I would now consider more deserving of my time and money.

Review: I purchased my furniture from [redacted] on March 1st, 2014. My furniture was partially delivered on March 12, the loveseat came later then was expected. The day we received our sofa and loveseat I called to complain that the sofa had damage to it. They scheduled a technician out to the home to repair the issue. Two days after delivery, the loveseat stopped working properly, the electronic machinism was malfunctioning. I called right away with that issue as well. Again, we were promised a technician would come and fix the problem. When the rocker recliner was delivered, it was in great showroom condition, however that electronic mechanism was also glitching up. We had three different technicians come out to our home, on three different days. Neither of these days, was any issue fixed. They seem to only come to take pictures, as that is all they did. After a month of dealing with that, we were fed up and ready to return the furniture for a full refund. The customer service representatives refused a refund, saying we could only have a store credit. Which we do not want, as the only furniture we want from the store, is the furniture we currently have. They did agree however, to replace the whole set since we were so unsatisfied and nothing was being resolved. When the second set of furniture arrived we were immediately unsatisfied, as the furniture was in poor condition. The loveseat wasn'teven new, it had stickers on the buttons, rings in the cupholders and not to mention the gaps between where the set meets the center console. The rocker recliner was in great condition, other than a small tear in the leather. The sofa was in poor condition also with gaps between the seats, which should not be there, as our first set didn't have that. We immediately spoke to a manager about the poor quality in furniture, before we even let the delivery men leave. Although, rather rudly, they agreed to exchange the furniture once more, but made it clear that their furniture wasn't 100% great condition, and that there would be nothing more to do if we didn't like the new furniture. Well when they called to schedule the delivery/exchange of the furniture, I told them the chair could stay as long as it was fixed accordingly. When the third set of furniture arrived the other day, it was in "new" condition however, this furniture also has big gaps in between the seats and center console. To say I'm unsatisfied, would be an understatement. Also while dealing with all of this, they also messed up my billing. When we purchased our furniture on March 1st, we purchased it during a promotional event, with 60 months zero interest and our payments should be $100 monthly. Some way or another, it was messed up and what we really received is 12 months zero interest, and have been billed $160 for the first month and $205 for the second month. I'm scared to see what the third month would hold. Every time I called about the billing, they assured me they have fixed the issue, but that it takes a few month to go into effect. Which I feel I should only have to pay the $100 a month that was agreed upon with the initial purchase.Desired Settlement: If they are able to "fix" the problem, I would like to have my furniture in showroom condition, with it working properly. I would also like my billing to be fixed to the 60 months zero interest, as it was supposed to be. If they are unable to provide that, what I paid for, I would like a full refund, so I may purchase furniture else where.

Business

Response:

Hello,

Review: We purchased a leather sofa and loves seat. When purchasing the salesman stated these were top of the line products but if we were concerned about longevity they offered a warranty that covered the product completely. The two items are still in warranty and they refuse to make repairs without even sending someone out to inspect. Apparently the leather is so cheap that it is pealing apart. It clearly is defective, it is not even out of the warranty we purchased. My wife talked to one of her friends about the problem and before she could say what was happening her friend said stay away from Ashley Furniture especially their warranties. They don;t honor what they sell or stand behind their product. I've purchased a lot of furniture but this is the worst service I've ever experienced.Desired Settlement: I only want them to stand behind their product and honor the warranty they sold me by recovering the furniture. Reading the reviews if they did fix it I'd probably be fighting to get it back timely.

Business

Response:

Hello,

Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding the [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.

The [redacted]’s purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley

Furniture HomeStores and authorized dealers are independently owned and operated.

All warranty decisions are made by the store that sold the product in question.

It states in the warranty booklet the [redacted]’s should have received with their

furniture, “If a problem should arise which you feel is covered by our Limited

Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer

from whom you purchased your furniture.”

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 at ###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Review: Conversation started Friday

3/14, 5:03pm

To anyone considering buying from Ashley Furniture- go somewhere, anywhere, else...

We bought a power reclining sofa. I hated it. My husband loved it. He's more important to me than our decor so we bought it. When it was delivered, it didn't work- no power, no reclining. Store policy is "ALL SALES ARE FINAL." We bought the 4 year warranty in the event the motor went out years down the road.

When it was delivered, I was told that since it was broken and ALL SALES ARE FINAL, that we could have it repaired or take it AS IS (ie, broken and receive a discount.)

We waited 3 weeks for the repairman to come out and tell us it needed a new motor and that would be shipped within 3 days to one month. He said the delivery date of the new motor for the new sofa "just depends." His words.

So now we wait up to a month for a new motor for the new sofa because ALL SALES ARE FINAL. And then we wait weeks and weeks for the repairman to show back up because it "just depends."

Long story short, do yourself a favor- don't buy the cheap furniture that your husband loves from this place with zero customer service, because ALL SALES ARE FINAL.Desired Settlement: We would have never paid $1107.52 for a power sofa that was defective on delivery. We are asking that the entire price be refunded and that the still non-working couch be removed from our home.

Consumer

Response:

I'm sorry for my omission. The Ashley Furniture HomeStore involved is located at [redacted].

Bought love seat and sofa in 2009 and within three years the covering just fell apart. My wife and I are almost 60 years old, have no children or pets in the house. The material is defective. I contacted Tammy [redacted] | Consumer Affairs Representative and was treated with the typical: It's out of warranty **. Just stay clear from this company!!!!!!!!

Review: Dear Sir/Madam

This complaint is about final finished repairs of my about 60+ days old Ashley Chaise Furniture to fix a manufacturer defect on the Right Arm by [redacted], your third party certified service man. Your third party promised to get a New and/or replace product chaise since I went ahead with the contract repairs and repair was far below Ashley's industry standards causing damages.

However upon calling customer service today,Ashley furniture managers has decided to send in another inexperienced third party service men to tear up my new but now beat up chaise and also disrespecting my family home with filthy debris. This is a very unethical way of doing business especially when the consumer has followed and met sales contract.

Per sales contract,I accepted Ashleys decision to go with the manufacturers in home repair recommendation but my property was severely damaged and value deteriorated in the process. Its crazy Ashley wants to send in their service guy to fix damaged New chaise more and accept whatever you advise because Ashley think they can treat consumers anyhow

Due to Ashely's industry reputation when it comes to honoring product defects or workmanship, I took tons of pictures before service man repairs in addition to the current chaise condition.

Ashleys Furniture servicemen are NOT allowed in my home to repair the same defect that severely damaged and devalued my chaise & made a mess in my home during service repairs.

Within 5 days from date of contract repairs, If Ashley's refuses to honor their end of the sales contract with a replacement Chaise,my legal team will settle this in court and I will definitely share my terrible disappointment on Social Media. How is this morally right for a furniture company to deliberately cause a customers New furniture to look OLD overnight. [redacted]Desired Settlement: I want a NEW Chaise as recommended by your service repair man within 5 days else my legal team will add to your numerous Lawsuits by settling this in the court of Law. Thank you

Business

Response:

Hello,

HELLO MY NAME IS [redacted]. I BOUGHT A SOFA SLEEPER AND A LOVE SEAT FROM ASHLEY FURNITURE ON 05/2014. A FEW MONTHS DOWN THE ROAD THEY HAD TO COME AND PICK UP THE FURNITURE BECAUSE THE LEATHER WAS GOING BAD. SO THEY DELIVERED 2 NEW PIECES AND IN LESS THAN 3 MONTHS OF HAVING IT I NOTICED THAT THE FRAME WAS CRACKED. I NOTICED THAT THEY USE VERY CHEAP WOOD. SO I CALLED THEM AGAIN TO COMPLAIN AND WHAT THEY DID WAS SEND A REPAIR PERSON AND HE LEFT IT WORST THAN IT WAS. HE DID NOT EVEN BOTHER TO CHANGE THE CRACKED WOOD. SO I SENT THE CONSUMER AFFAIRS DEPARTMENT OF ASHLEY FURNITURE PICTURES OF HOW THE JOB WAS DONE AND THEIR ANSWER WAS THAT THEY COULD NOT DO ANYTHING ELSE ABOUT IT.

Review: Delivered broken couch (recliner mechanism, was dropped off of a truck) called 5 mins after delivery and they wouldn't take it back.

Ashley delivered the couch in the rain, delivery guys dropped if off the truck, setup couch tested only the side that they didn't drop it on, rushed me to sign the delivery document and didn't give me a chance to test the other side. Called Ashley 5 minutes later, they were not open, they didn't return my call, I had to call back and report the damage. They wouldn't take the couch back and only sent out warranty repair tech. I explained I was not satisfied with this as I received a broken couch that I paid full price for. They basically explained that it was my fault for not finding the damage myself upon receipt and their policy is they don't take returns unless damage is found in the very moment the couch is delivered. Sent complaint to HQ, no response. Warranty tech replaced broken part, but didn't take old, broken part which weighs about 50 lbs and the tech told me to "just do whatever with it", what if I weren't a capable young man? Details: Delivery date/problem date- 11/26/2014, purchase date- approx 2 weeks prior, model- ash 5670147, sales order- [redacted], invoice- [redacted], customer service rep ([redacted] reachable at [redacted]) total purchase price around $1200. couch price- $964.00 payment method- credit card.

Customer service was very rude, blunt and straight away put the blame on me and stuck to script regarding their policy.

HQ never responded to complaint.

Their return policy is ridiculous, why can't I return when finding damage minutes after delivery?

Very upsetDesired Settlement: Replacement or refund, partial refund and a response from Ashley Furniture that doesn't involve me taking the blame for their terrible policy.

Business

Response:

Hello,

Review: They delivered a damaged product to me. I have not been able to get a response back from them despite the fact I have been calling them for a year now

I purchased a couch from Ashley about a year and a half ago...in addition to a five year warranty. Shortly after receiving the couch I noticed a sagging in the chase lounge. I called them and told them the chase was sagging and creaking. They sent someone out to repair it. The lady came out and upon inspection found that the wood frame was broken and could not be repaired. She took pictures and said a replacement would be delivered. I waited patiently and didn't hear anything back. Since then I have called Ashley furniture numerous times and complained about the problem...they promised to fix it and call me back and have never responded to me. I have yet to see a replacement and am paying full price for a damaged product. Not to mention the 5 year warranty I purchased. I am a single mother and have a child with special needs so my time is very valuable to me. Each time I call them my wait time is anywhere from 45 minutes to an hour and so far has been a waste of my time since they haven't made good on their promise to repair the product that was delivered to my house damaged. Please help me to receive a replacement or a discount. I am beyond the point of frustration!

Sincerely,

[redacted]Desired Settlement: I wish to have the damaged piece of furniture replaced or refunded. I am paying full price for an item that was delivered with a broken frame. This is bad business!

Business

Response:

Hello,

Review: I'm so regret not to read all reviews in [redacted] before go to purchase furnitures from this terrible company! I have be persuaded to sign the waiver document by the delivery fat guy! This liar told me no worry to sign the agreement and his company surely promise to repair all dents make by them, but I finally get the negative result after several negotiations with their staffs of customer care department (they are [redacted] and [redacted]). My 2 bed sets are still waiting to do installation after 5 weeks because of the missing hardware parts, and get the reply that no return can be done as over 48 hours after delivery, now I still need to wait for 4 weeks more to fix my issues! it's really ridiculous!!! How can such a shameful company still can do business in the North America!!!Desired Settlement: I need a deeply apologize and No more delay to fix my issues!!!!

Business

Response:

Hello,

Review: I ordered a sofa and table from Ashley Furniture. The delivery was scheduled on 11/11/14 (I paid for the items in full on 10/11/14). I took the afternoon off work after confirming my delivery with two separate phone calls to the delivery department. I sat at home for three hours and no one showed up. And I had to call the company because no one communicated anything to me. Then I rescheduled for Wednesday morning (and left work for the second time) to come home. Several minutes before my delivery arrived, I got a call that my table was not loaded on the truck because the marble top was broken. They had to reorder another table and it would take 10 days to get. I scheduled delivery for 11/21/14. On 11/21/14, I called the delivery department to confirm my delivery was still coming that afternoon (I had also confirmed via a text link on 11/18/14). I came home that afternoon (leaving work now for the third time). My delivery window was 2-5pm. At 3:30pm, I called the delivery department again because I had heard nothing. A woman confirmed I was scheduled between 2-5pm and they should be arriving shortly. At 4:30pm, after no delivery still, I called once more and I was told that my table top was broken for the second time BUT no one called to communicate that information or cancel my delivery appointment. After a very upset conversation in tears to yet another representative, she took a message and stated a manager would call me back soon. That evening, I spoke with a so-called manager ([redacted] in [redacted]) and she was curt during our phone call. I'm not able to get my table that was due on 11/11 until 11/29 (but I will be out of town on Saturday and will now need to take more time off work the following week for a fourth "delivery"). And guess what? That completely messes up Thanksgiving! It's sad to not even be able to eat at a table for Thanksgiving. Even the pilgrims had a table. [redacted] proceeded to recommend that I could go to the store and pick out a different table. I should do this because Ashley can't get 1 undamaged table delivered to my home? She said "if you think you're going to get a table for free, well that's not the case!" Unbelievable! Then she says "your compensation will not be based on your salary." Again, very rude! I didn't ask for that - only that I've missed 8+ hours of work due to messed up deliveries. I don't understand – after two broken tables, how is this not in stock? This is the most stressful purchase I’ve ever made. And the "supervisors" are unpleasant. This needs to be rectified ASAP. I expect that [redacted] will be spoken to. I asked her wouldn't it be better to satisfy the customer since most customers will tell 20+ people about a bad experience? [redacted] responded "well even if we gave you a $500 table, that doesn't mean you won't go blast us to your friends anyway." Who talks like that to a customer? Especially an extremely upset one?Desired Settlement: After all of the above issues, I am requesting that the $500 be given back to me and that this item will be delivered on Wednesday, December 3rd (as currently scheduled).

Business

Response:

Hello,

Review: 18 JAN 2016

From: [redacted]

To: ASHLEY FURNITURE INDUSTRIES, INC.

ONE ASHLEY WAY

ARCADIA, WI 54512

Subj: LEATHER FURNITURE COMPLAINT

Ref: (a) Conversation with G. [redacted] and Ashely representative dtd 18 JAN 26

Encl: (1) receipt

(2) Serial number of sofa and loveseat

(3) Photos of furniture (1)

(4) Photos of furniture (2)

In accordance with reference (a), per your instructions enclosures (1) – (4) are submitted showing documentation of receipt for purchase and photos showing the flaws in your furniture.

Per the receipt, the items were purchased in Arizona on 16 MARCH 2013 and began showing flaws in 2015. As a consumer of Ashley products over the past fifteen years, I must say that I have been extremely disappointed in this particular product.

As you can see, for a company that stands by their products, this is unsatisfactory; especially for the small length of time I’ve had it. There are no children in this household and this furniture, for the price, should have held up for more years to come.

After, speaking with the seller of this furniture, I was referred to the Ashely Store in Avondale, Arizona. The manager of that store gave me the local number to your company but did not give me the corporate address or phone number.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’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. Ms. [redacted] purchased furniture from an Ashley Furniture HomeStore in Avondale, AZ. 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 Avondale store, along with a request for them to investigate this matter further and contact Ms. [redacted] to discuss her options. If you have additional questions or concerns, please consider contacting the Avondale HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Consumer

Response:

I would like to complain and warn others of the Ashley Furniture Homestore on Jefferson Blvd. in Louisville Kentucky. I ordered over 2000.00 dollars worth of furniture on January 5th 2015, They told me that it would take 4 weeks for my furniture to be ready, I waited and nobody contacted me so after 6 weeks I called to find out that all my furniture has not came in yet and they gave me a date that it would come in, on that date I called and they said all the furniture had came in and I need to call delivery to set up a date, I did this but they only delivered in my area on thursdays and Saturdays and it would be 2 weeks before they could deliver to me on Sat. the 14th in which I had to take off of work for a half day.When they got there with my delivery they only had half of what I ordered, so then I have to make more phone calls to find out what happened in which nobody can tell me what happened to the rest of my furniture. I finally get in touch with someone and they tell me that my furniture was scheduled for delivery on march 28th, I waited and waited and no one came to deliver. So I called them back and another associate told me that my furniture want be delivered until April 11th. I just want everyone to know about this experience, I have never had so much trouble trying to buy Furniture. And by the way dont think that you can talk to a manager because they want even come to the phone. I WILL NEVER BUY ANYTHING ELSE FROM THIS COMPANY AND I WOULD ADVISE ANYONE THAT IS READING THIS NOT TO EITHER. I AM A VERY UPSET CUSTOMER.

I bought two sofas, an oversized chair and ottoman at Ashley Furniture in Bear DE three months ago. The furniture is junk.

1. The ottoman has a disgusting odor. When you sit on it an odor is released and cracking noise is heard. Its dusgusting.

2. Sofa cushions sinking in. One week after delivery they started sinking in. Ashley Furniture sent us new cushions for one couch. The cushions were not upholstered. The upolstry came a week later and we had to put it on. New cushions sink in the same as original cushions.

3. Arm rests make popping, cracking noises.

Their customer service area does not cooperate.

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Ashley Furniture Industries, Inc. Rating

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Description: Furniture Manufacturers, Nonupholstered Wood Household Furniture Manufacturing (NAICS: 337122)

Address: 1 Ashley Way, Arcadia, Wisconsin, United States, 54612-1218

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www.ashleyfurniture.com

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