Ashley Furniture Customer Service Issues

I bought a sofa on 12/28/[redacted] and have been experiencing issues with the back cushions. The cushion where I sit keeps flattening down, even after attempts to refill it with more stuffing. The staff mentioned that overfilling could lead to tearing. The manager offered different stuffing, but the issue remains due to the height difference between the back of the sofa and the cushions. I am interested in exchanging it for a sofa where the cushions are attached at the same height as the back. This sofa was a significant purchase for my husband, Larry Willis, and me at the Ashley Store in Geneva, NY. After 42 years of marriage, I hope to finally enjoy a new living room setup. I kindly request assistance in resolving this matter. Thank you for your attention to this issue.

My name is Sorin Ivanovici and I purchased a girl's bedroom set on May 04, [redacted]. Unfortunately, on May 29, [redacted], I received a different product than what I ordered. I promptly visited the store to address the issue and requested paperwork for the next delivery. To my dismay, on June 30, [redacted], I only received 2 drawers and a dresser, with the remaining items promised for August 30, [redacted]. Despite showing the store the delivery printout proving the incomplete order, my daughter's room remains unfinished. With the school year approaching, I am in urgent need of resolving this matter. I expect the items to be picked up promptly to avoid legal action or media involvement. Thank you for your attention to this matter. Sorin Ivanovici

I have contacted multiple times regarding the delivery and quality issues with my recent furniture purchase. I bought a dining table, queen size bed frame, rails, nightstand, Ardenboro sofa, and Ardenboro love seat. The nightstand was not ready for delivery, the dining table was missing a bottom rod, and the delivery crew couldn't bring the sofa upstairs due to its size, leaving it stranded in the basement. When I inquired about returning the sofa due to this inconvenience, I was informed I would have to pay $[redacted] for the return, which was not disclosed during my purchase. The lady I spoke to, Brittany, said she would follow up but never did. I have been met with delays and no resolution despite multiple calls. I am requesting to return the sofa without the hefty fee as it was not communicated to me initially. Resolving this matter and receiving a response via email is essential. Thank you, Jasmina.

My daughter bought several items at your Roanoke VA store on June 28th with an estimated delivery date of 8-8-[redacted]. We accepted this because she's starting school on Aug 20th. However, today she was informed that the delivery was delayed to September and maybe October for some items. We were initially told if the kitchen island we purchased wasn't available with the rest, we could have the floor model. Despite agreeing then, today the assistant manager denied this. She ordered a mattress, 2 side tables, a kitchen island, and a TV stand totaling over $2,[redacted]. They refused to honor the prearranged agreement she made. Sadly, she canceled the whole order feeling deceived by this bait and switch. We also bought almost $3,[redacted] of furniture from your Richmond store, where we had to make two trips for delivery because not everything was brought the first time. The lamps we purchased were missing, and we were only informed they were on back order after we bought them in March. They said we had to pick them up when they arrived in late July. When we moved the furniture to Roanoke, the headboard was damaged in the original boxes. They claimed we damaged it by moving it and suggested we buy a new one, which was unacceptable to us. This poor customer service is inexcusable, and based on these experiences, we won't be making any future purchases from your stores.

I bought a table and chair set from Ashley Home Store in Flowood on 8/13/18. The estimated delivery was Mid August 08/17/18. However, I hadn’t received any updated delivery information. When I asked the salesperson, A.B., why they hadn’t kept me informed, he mentioned they were building it by hand. I was frustrated as we had sold our old set and now had to eat standing up. I feel disappointed that I paid for it but don't have it yet. Now, they are saying it won't arrive until mid-September. I’m upset and considering not buying from a home store again. It’s been a frustrating experience, and I wish I had known about the long wait beforehand.

On July 2nd, [redacted], I visited the store with the intention of buying a couch. I found the one I wanted but had difficulty getting assistance from a salesman as he was busy with another customer. After a lot of waiting, I finally got someone to help, but the negotiation on the price was not smooth. I noticed that the price on the flyer was lower, and when I pointed it out, the salesman adjusted it. When I later realized a miscommunication about the delivery date, I contacted the store on August 21st, [redacted]. Despite some back and forth with customer service representatives about refunding part of the delivery fee, the issue wasn't resolved to my satisfaction. Multiple calls and transfers later, I still faced uncertainty about the exact delivery time on Saturday. Frustrated by the lack of transparency and feeling the resolution was inadequate, I spent a significant amount of time on the phone trying to address an issue that wasn't my fault.

I purchased a sectional and dining set in July. The delivery, which took place two weeks ago, was missing one chair and the table leaf was damaged. Despite sending photos of the damage, following instructions, and trying to contact customer service daily, I haven't received any concrete updates. The constant response of "I will check and call you back" has never been fulfilled. This experience has been frustrating, and I feel let down by the lack of action taken by the store to rectify the situation. It is disappointing to be treated this way as a paying customer.

The employees at the Valley Stream store, especially Camela and Janelle, are exceptional. However, I had a negative experience with this company. Last November, I spent over $[redacted] on furniture, including items for the living room, dining room, and bedroom. Two items, a chest of drawers and a dresser, started peeling, revealing glue residue underneath. After many disputes, the warranty company issued me a credit of $[redacted], not including the $[redacted] and $[redacted] for the protection plan. Frustrated, I accepted the credit and got a King bed in May, but by August, the bed's base collapsed. Despite being within the manufacturer's one-year warranty, the store claims they can't help due to using the credit and failing to add warranty to the bed. Dealing with the New Jersey customer service representatives has been disrespectful. I'm concerned for my family's safety, especially after my foot was scraped by nails on the fallen bed base. The customer service agent, "Inga," displayed unprofessionalism. Today, a representative informed me to contact Platinum Warranty for assistance.

Dear Mr. Todd Wanek, I am writing to express my disappointment with the recent furniture purchase experience my husband, Daniel Robayo, and I had with Ashley Furniture. On September 3, [redacted], we ordered a Clarinda-cream chair, an adjustable headrest sofa, and an oval cocktail table (order number [redacted]74) with five-year insurance. The delivery, initially scheduled for September 19, was postponed to October 9 due to the furniture arriving damaged. Later, we were informed that the table we selected was no longer available and had to choose a new one in person at the store. As of today, October 7, our furniture has not been delivered, and we were told it will arrive on Tuesday between 12:30 PM and the afternoon when we won't be home. Despite requesting an earlier delivery on Monday, we were advised to pay an additional $80. We are disheartened by the service received in Raleigh, NC, especially considering our past positive experiences with deliveries in Harrisonburg, VA. We kindly request your intervention to ensure prompt delivery tomorrow morning before noon. Thank you for your assistance. Sincerely, [Initials]

I recently bought a bedroom set from your Delaware store. The delivery today went smoothly, but the delivery team mentioned they were missing the correct hardware. They suggested leaving the items and returning when the right hardware is available. I agreed, expecting a short wait, but was surprised to hear it could take 7 to 10 business days. This delay is inconvenient as I've already cleared out space for the new set and now have my old items cluttering the room. Living like this for up to 2 weeks is not ideal. I attempted to contact the store manager at the Wilmington Delaware location but was told they were not available.

I purchased a bedroom set, dining set, and couch in June. The bedroom set recently went on sale for $[redacted] less. I reached out to Sara Beavers at Ashley Furniture in Brandon, Florida regarding the price difference. Despite her assurances to handle it, I have not received any response to my messages. Additionally, there are issues with the bedroom headboard not being sturdy and making noises. Sara is aware of this problem as well. I am disappointed with the lack of communication and resolution on these matters, especially considering the amount spent. I was also supposed to hear from the manager, Gina Richardson, but have not. I hope this can be looked into promptly as I am frustrated with the delays. Thank you for your attention to this matter.

Subject: Extremely Disappointed with Delivery Service Experience Dear Customer Service, I am writing to express my deep disappointment with the delivery service provided by your company. My experience was unsatisfactory from start to finish. Despite cancelling multiple plans to accommodate the delivery of my furniture, I was informed last minute that I could not be included in the schedule. After numerous frustrating calls to your customer service, I eventually connected with Ligia Robinson, who displayed exceptional dedication by going above and beyond to assist me. Ligia's efforts resulted in a potential resolution that seemed feasible for my tight schedule. Although I encountered a setback when the delivery time was suddenly changed, causing inconvenience, I appreciate Ligia's ongoing support. Despite my overall disappointment with the delivery service, I want to acknowledge Ligia's exemplary customer service skills and commitment to ensuring customer satisfaction. Sincerely, Sara M. Phone: [redacted]

Good morning, I made a purchase of a 14 piece furniture set from your store on October 7, [redacted], and unfortunately had to cancel the order on November 7, [redacted]. I used my Ashley Store credit card along with two other credit cards for the payment. When I canceled the order, I was unable to return the coffee table and end tables that were already taken home. The items canceled on my Ashley card, but the tables were purchased using my MasterCard and Visa, and I was informed that refunds couldn't be processed on those cards. I requested to transfer the payment for the tables to my Ashley card to ease my financial situation, but the store was unable to accommodate this. I need the refund on my personal cards due to financial constraints and was advised to contact corporate for assistance. I hope this clarifies the situation and I am hopeful for a resolution. Thank you, Michelle J. [redacted]

I tried contacting your corporate office through different numbers and Ashley Furniture customer service lines. Despite numerous attempts, I only reached a person once who transferred me to an extensive hold at the corporate level. Today, around noon on 11/15/18 in Tampa FL, near Busch Blvd and 26th street, an Ashley truck with the number [redacted] drove recklessly, nearly causing an accident involving my husband's car and six others. We have video evidence of the incident. I am concerned about this dangerous driver and would like assurance that action will be taken. Furthermore, I encountered significant hold times of at least 30 minutes during my calls. The lack of responsiveness and the numerous complaints about your customer service are troubling. It is frustrating that the corporate office numbers are unresponsive. I hope for a prompt and responsible resolution from your company regarding this matter.

I had a disappointing experience at your store in Dulles Town Center, VA. My family and I wanted to buy a table for Thanksgiving. When we arrived, no one greeted us. After paying $[redacted], we were promised delivery the following week, but there were communication issues, and the delivery date kept changing until we had to pick up the furniture ourselves. The store manager was unhelpful and even suggested we buy a damaged floor model. The whole process was frustrating and inconvenient, with multiple trips to different stores to collect all the pieces. The lack of organization and poor communication made this the worst customer service I've ever encountered.

I purchased furniture from the Ashley store in Paramus, New Jersey, well in advance (2 weeks) of needing it for my mom's visit on November 6, [redacted]. Despite the assurance from the salesperson that the sleeper couch and dining set with 4 chairs would be delivered by November 4th, the day before delivery, I was notified that the couch was out of stock. This last-minute information was extremely disappointing as I had given them sufficient notice. When I visited the store on November 4th, I was told conflicting information about the couch being on the delivery truck, which turned out to be untrue. The lack of empathy from the salesperson and their unresponsiveness to my concerns added to the frustration. Although I eventually received credit for the missing couch, the entire experience with Ashley was unacceptable, and I have decided not to patronize them again.

I purchased a Porter Bed at Ashley Homestore 1.5 years ago, and it recently broke for the second time. The first breakage was covered under the manufacturer's warranty, but now that it's expired, I'm being told to pay for repairs. GBS cannot fix structural damage, and Ashley's customer service offers no solution. Visiting the store was not helpful either. It's frustrating that a bed this young is falling apart, especially since we take good care of it. I believe there may be a design flaw or installation error. I'm requesting Ashley to investigate the issue and send a technician at no cost. Ideally, I would like the parts replaced for free due to the ongoing problem from when the bed was under warranty. I've reached out to customer service and left messages for a manager but have not received a satisfactory response. I hope for better support from Ashley in resolving this issue promptly.

I am experiencing difficulties with my couch and the protection plan provided by your company. Approximately two and a half years ago, I bought a sectional. A year later, a section of the couch frame broke, a claim was made, and the section was replaced. However, a few months back when I contacted GBS for another claim, it was denied, and I faced rudeness. This resulted in a negative experience as I repeatedly faced denials for needed repairs despite inaccurate notes on my claims. Requesting access to the decision process records yielded no results. I was informed that due to multiple claims, although none were approved except the first, no repairs or replacements would be made. Seeking a refund for undelivered services was met with uncertainty. Currently, two sections of my sectional are broken, one with a completely broken frame and the other with a popped out frame damaging the fabric. The denial reasons seem subjective, adding to my frustration. I need my couch repaired, either through the service I paid for or a replacement product. Despite contacting customer service, no resolution has been provided, and I am still awaiting assistance. Thank you, N. White.

I am disappointed with the unacceptable business practices I encountered while dealing with your store personnel. I purchased a bed and sofas after being pressured by the Emeryville store manager, Albert, who assured me the furniture would be delivered on 11/16, which was crucial for me. However, the day before the delivery, I discovered that Albert hadn't even submitted the request. Despite being promised a delivery on 11/16, I later found out the earliest possible date was 11/21. Customer Service was unhelpful and dismissive, providing conflicting information without any apology or compensation offered. The store associate's unprofessional handling of my complaint and subsequent lack of follow-up only added to the frustration. Even after contacting the District Manager, Gary Donovan, I was further disappointed by the lack of resolution and broken promises. The furniture arrived almost two weeks late, and subsequent attempts to address the situation were met with incompetence and disregard. It is disheartening to witness such systemic disregard for customer satisfaction and deceptive sales tactics within your company.

My 18-year-old son made a purchase of a bedroom set online around Black Friday. The set required a $[redacted] premium home delivery fee. Although the delivery was initially estimated to take several weeks, there were multiple UPS shipments. When the final piece, a dresser, was delivered, they only attached the mirror with four screws and left without setting up the bed. Despite contacting customer service multiple times and speaking with a manager about the confusion regarding the delivery, there has been no resolution. The website did not make it clear that not all items would be included in the home delivery. As of now, there has been no response from the delivery company about coming back to set up the bed. This experience has been frustrating, and I am simply looking for someone to come and assemble the bed properly or provide a refund of the $[redacted] delivery fee.