Ashley Furniture Customer Service Issues

Hello, I want to express my appreciation for the Ashley products I received. However, when I contacted customer service about an issue with my order number [redacted]27 for item EB2270-[redacted], which was missing assembly parts, I was disappointed by the 7-10 business day wait time to process the missing parts. I even offered to pay for expedited service due to the inconvenience of the delay affecting my granddaughter's room setup. Although I appreciate the quality of the products received, the resolution process for the missing parts has been cumbersome. I had hoped to make Ashley my new furniture store of choice, but this experience has made me hesitant to continue shopping there. I hope this feedback improves the customer service experience for others moving forward. Thank you for your attention to this matter. Warm regards, Susan M.

I am extremely dissatisfied with my experience dealing with case #[redacted]8. In January, I purchased a king-size Beautyrest mattress that was defective. After returning it in April, I agreed to receive the same mattress as a replacement. Unfortunately, this second mattress also turned out to be defective. Despite contacting customer service at 1-[redacted] and being told to wait 48-72 hours to choose a new mattress in-store, I faced numerous delays and obstacles. I spent $[redacted] on a faulty mattress and my family is suffering from back pain as a result. After multiple trips to the store, I was eventually approved for an exchange but could not find a suitable Beautyrest mattress in stock. Although I selected a different mattress, I was only offered a $[redacted] store credit, with the condition that I had to use it immediately. This situation has been frustrating and unacceptable, and I am adamant about receiving a quality mattress or a refund. The level of service at the North Lakeland store in Florida has been disappointing, and this experience has soured our opinion of Ashley Furniture.

I recently purchased two Ashley lift-top home office desks, one delivered on 4-9-21 and the other on 4-23-21, which arrived damaged. Ashley agreed to replace the damaged desk, which was delivered on 6-5-21 with a warped lift top. After informing Ashley, they promised to place a new order for the desk on 6-9-21. Since then, my wife and I have been struggling with inconsistent delivery dates and poor customer service. Despite several discussions and texts, we continue to face delays and uncoordinated communication. A particular representative, Jessica, was unhelpful and disrespectful. After requesting to speak to her supervisor, the call mysteriously disconnected. Finally, a kind gentleman mentioned a delivery date of 7-10-21, but now we've been informed of a new delivery date of 7-13-21. This ongoing experience has left us extremely frustrated, and we have decided that this will be our final transaction with Ashley Furniture. We are disappointed with the lack of customer care and coordination within their company.

I placed an order for furniture on May 25, [redacted], with the promise of most items except one being delivered by May 29. After receiving a text postponing the delivery, I contacted customer service multiple times to track my bedroom set order. Each time I was given different delivery dates - June 18, June 25, June 29, and July 3. Following Angie's update on June 30 that all items except the headboard and footboard were in, with an estimated July 13 delivery after the remaining pieces arrived on July 10, I called back on July 6. Speaking to Daniel, I was assured the items were still on track for delivery on July 13. Today, July 10, another customer service representative mentioned a new estimated delivery date of July 20. I am reconsidering my order due to the lack of transparency and honesty from the company. Contact me at [redacted] or [redacted] promptly.

Yesterday, we received our 3rd delivery of the Harpan 50” TV stand, and it arrived in terrible condition. The stand was dirty, had boot prints on the shelves, was not assembled properly, and was missing door handles, making it difficult to open the doors. Additionally, there was a big scratch on the bottom shelf, and the stand sat crooked on our floor despite previous stands being fine in the same spot. We are extremely disappointed and frustrated with the quality of the deliveries. We are considering going to an Ashley store to personally select a new stand and are requesting a significant discount. We no longer want to deal with getting a replacement and would like a refund in cash along with a new TV stand. We believe we have been patient with these issues and hope for a quick resolution.

I bought a child's bedroom set on July 23rd and was informed most pieces would be available for pick up on July 27th, except for the 5 drawer chest delayed until September 29th. I asked for a pick-up dates printout due to various collection dates for the pieces and extra mattress items. On July 27th, I noticed a discrepancy - the nightstand showed an incorrect pickup date of October 12th. I contacted the store and got redirected to the Guest Care Center. Despite speaking with Selena, no satisfactory resolution was provided. I suggested picking up the items from the Winchester showroom in Memphis instead of waiting for the delayed pieces. I hope for your understanding and prompt action to rectify this situation. Warm regards, Felecia.

I placed an order for a queen bed set and dresser on June 20, [redacted]. After one rescheduled delivery, the order was finally delivered today. However, upon installation, the delivery team mentioned that a box spring was missing from my order. During my purchase at the store, Mashud confirmed all items, including the box spring. I am dissatisfied with this situation and do not intend to shop at Ashley again. I now have to buy a box spring elsewhere, spending more money after already spending over $2,[redacted] on the initial purchase. I feel let down by the incorrect order and having to make an additional purchase more than a month and a half later. I had expected the store employee to accurately place my order. Although I did catch one mistake on the order, I relied on Mashud to ensure everything was included. As a result of this experience, I will not be recommending Ashley to my friends and family.

I purchased a kitchen table set with a bench during Memorial weekend. We were initially informed that delivery would take 4-6 weeks. After about 6 weeks, we called for an update and discovered that the chairs and bench were in stock, but not the table. When we inquired about receiving the chairs and bench separately, we were told it wasn't possible. Visited the store as phone calls were going unanswered, and were informed that the table was in stock, but the chairs and bench were not because someone else bought them, promising full delivery 2 weeks later. Eventually, after 8 weeks, we received the table and chairs but not the bench. Assured the bench would arrive a week later. Upon following up at the store regarding the missing bench, we were informed it had been given to someone else. It appears that instead of delivering the item we paid for, it's being given to new buyers.

I am reaching out concerning an issue with an Ashley reclining sofa and rocking recliner that my husband bought. Unfortunately, the reclining assembly for the sofa is not functioning properly, as the leg rest is stuck and will not go down. We purchased these items new in March or April of [redacted] and were able to pay them off within [redacted] days. I have been searching online for replacement parts to fix the leg rest, but the most affordable assembly I found for the chair is $[redacted]. Currently, we are in a tough spot with a broken sofa. I would greatly appreciate it if a representative could reach out to me regarding this matter. Thank you.

We purchased a king-size bed with a headboard, footboard, and frame. Unfortunately, the headboard arrived damaged. We promptly contacted customer service with pictures, as the bed took two months to arrive. Despite numerous follow-ups via calls, chats, and emails, we haven't received a response or resolution. We visited the store and obtained the email of the head of delivery handling our case, yet our attempts to reach them have been unsuccessful. We are simply requesting the company to collect the damaged item and issue a refund to our account.

I purchased a bed in early July and faced multiple delivery delays. When the bed was finally delivered on 7/31, it arrived in a shockingly small box and was uncomfortable, causing back and neck pain. Despite efforts to address the issue with the store manager, no one came to inspect the bed or offer a solution. I am disappointed with the lack of customer service and just want a refund as per the furniture protection plan I purchased. The experience with the store and management has been frustrating, and I am unable to keep a faulty bed that cost me over $[redacted].

Order [redacted] for Annalee Ryen. Yesterday, I contacted a customer service representative named Teresa regarding our purchase of a sofa love seat on July 26th. Teresa assured me she corrected the incorrect information related to our delivery request for the love seat bundled with a lift table. We were informed that the love seat was due to arrive at the warehouse for pickup, which we declined due to our age and recent surgeries. Teresa promised to send an email with the corrected purchase receipt showing the love seat was part of the delivery set up plan we had paid for. I have not yet received the updated information, causing concern about the upcoming delivery. Teresa mentioned the email would be sent promptly after processing. I am reaching out for assistance as senior citizens. Thank you. Annalee Ryen

I purchased a couch with a delivery date of August 17th, which was then pushed to the 20th, fine with me. I received multiple emails and texts asking for confirmation, which I did, only for no one to show up on the scheduled day, despite taking time off work to be home. After calling, I was told there was no record of my confirmation and now I have to reschedule. This mistake has cost me another day off work due to your incompetence. I am requesting a discount for this inconvenience. The customer service response I received was unsatisfactory, ending abruptly without a resolution.

I bought an accent entertainment table in May [redacted]. The first delivery on June 3, [redacted], resulted in the furniture being damaged. Since then, I have been given multiple new delivery dates, now scheduled for the end of September. This delay is frustrating, and I visited the store where I placed the order but was informed of supply chain issues causing backorders. While I understand the challenges with the supply chain, the extended delay is unacceptable. The lack of communication and explanation from Ashley Furniture is disappointing. I have yet to receive any update on when I can expect my accent entertainment table. This level of customer service is poor and makes me hesitant to order from this franchise again.

I was informed that my order doesn't exist, but I have it: Sales Order #[redacted] from Ashley Furniture in Scottsdale, AZ. Originally, I was promised delivery on September 17th. Later, it was rescheduled to September 25th. I urgently require my mattress and accent cabinet on the 17th as I am moving into a senior community. I am 80 years old and need a bed. Despite spending over 3 hours on the phone, I have received no concrete answers. The store I purchased from, refuses to answer the phone. I appreciate any assistance. Thank you, Jo Ann Todd.

I have been a loyal customer of Ashley for many years. I placed an order in March, and I have been facing ongoing issues with the delivery. Despite creating multiple case numbers and requesting to speak to a supervisor, I have not received any resolution. The furniture has been mistakenly delivered to the wrong address multiple times, causing a great deal of frustration. After communicating with the store manager, A.J., who initially seemed helpful, the delivery is still incomplete. Despite being promised a delivery window, the truck broke down and no one notified me. This experience has led me to decide never to purchase from Ashley again unless I receive a prompt resolution from upper management. The lack of communication and poor customer service I have received throughout this process is unacceptable. I am prepared to take further action if necessary to address this issue.

I bought a sofa, but I wasn't happy with it. I contacted customer service the next day, but was on hold for hours without speaking to anyone. Despite requesting a call back, I never received one. Now they claim they have no record of my issue, leaving me with a $2,[redacted] sofa I don't like. The inability to reach someone is frustrating. I'm counting on Ashley to resolve this, as I won't be endorsing or purchasing furniture from them again.

I made a purchase at one of your Tyler, Texas stores. Unfortunately, I had a very negative experience during the coronavirus pandemic. I was overcharged for a bed I bought, paying $[redacted] for the frame and then an additional $[redacted] for the mattress. Despite explaining my financial constraints to the rude lady assisting me, I felt disrespected. Being 73 years old and on a fixed income, I could only afford to pay $[redacted] per month. To my surprise, I discovered that your company reported me as late on payments every month, damaging my credit score. Upset by this, I haven't made last month's payment due to this error. I had COVID-19 last year for about six weeks, making this situation even more distressing. Please reach out to me at [redacted]. Thank you. - Jimmie Melton

I purchased furniture just under 2 years ago. During the COVID lockdowns, repair services were unavailable. Now that they have resumed, customer service informed me that the damage is not covered under my extended warranty. Initially, I was assured by the sales representative and manager that the warranty would cover all damage, but now they claim it only covers staining. I, like many others, believed that ASHLEY FURNITURE was a reputable company, but my experience has proven otherwise. I have invested a significant amount in their furniture and cannot recommend them to others. Moreover, customer service was unable to clarify why the extended warranty did not cover the damage, displaying a lack of knowledge on the matter. Should you require more photos or explanations, feel free to reach out via email.

My father received a damaged dining table from Ashley Furniture. They are requesting proof of donation before sending a replacement, causing delays and inconvenience. As he is elderly and has difficulty with communication, I am handling this issue. While I appreciate their suggestion of donation organizations, it is challenging to arrange transportation as we lack the means to deliver it. I believe Ashley Furniture should expedite the replacement process without requiring us to donate the damaged item first. This policy is not clearly explained on their website, adding to the frustration. I am hopeful that they can streamline the process and provide better assistance in this situation.