Ashley Furniture Customer Service Issues

Ashley Homestore's treatment of customers is extremely poor. We ordered a sectional sofa, chair, and coffee table on July 8th and were informed of an October delivery. After multiple contacts, we were told the items would arrive in November and the coffee table not until May [redacted]. This delay is unacceptable. Customer service has been unhelpful, with representatives failing to provide clear information or assistance. The lack of communication and extended wait times are concerning considering the full payment we made. It's disappointing that Ashley Homestore is not fulfilling its obligations to customers. Waiting months, or even a year, for furniture is unreasonable. The company's disregard for customer concerns and evasiveness is troubling. Future customers should be cautious about ordering from Ashley Homestore due to the significant delays and poor customer service experienced in this situation.

I had a difficult experience with Ashley Home Furniture when ordering a sofa and an entertainment center. Initially assured there were no nearby stores, I later discovered this was inaccurate. The sofa was promised in 6-8 weeks, yet it arrived after my wedding, impacting my plans. Customer service couldn't locate my order at first, causing stress. They later claimed the furniture would be ready on September 25th, only to say it wasn't in. After several follow-ups, the order came on October 6th, but the chaise was wrongly positioned. Despite needing it for a gathering, I had to accept it. This being my first time with Ashley, I'm disappointed by the multiple errors in my order. It's frustrating to pay a substantial amount for furniture that doesn't meet expectations. I seek assistance to address the issue of the incorrectly placed chaise.

I recently ordered an artificial plant online and have encountered multiple issues with the process. Despite being charged on my Synchrony account, I did not initially receive a confirmation of my order. Upon contacting customer service, I was informed that there was no record of my order until I mentioned the charge on my card. Subsequently, I was promised a confirmation email that I never received. However, I did receive an email stating that the item had been shipped and then another indicating it had been delivered, although I am unsure of the delivery location as it is not at my address. This experience has been frustrating, and the lack of proper communication and assistance has led me to reconsider future purchases from Ashley Furniture.

I recently visited an Ashley Furniture store in Merrillville, Indiana to order a brown leather bench, but received a small leather chair instead. Even though I couldn't return it right away due to ongoing remodeling, I managed to explain my situation clearly when ordering a leather sofa sleeper, love seat, and chair from the Highland, Indiana location in January [redacted]. I specifically mentioned that the furniture needed to go into a tight spot in my basement, and was assured by the salesperson that they could disassemble the sofa if needed. Unfortunately, the delivery team didn't make much effort to maneuver the furniture and even left it in the middle of the room. Moreover, the sofa arrived without legs and holes for them, with empty promises and a long wait for a replacement. Despite requesting just the legs to avoid warranty issues, Ashley refused and offered no satisfactory solutions, leaving me frustrated and exhausted after numerous failed appointments and unhelpful interactions. I am adamant that they retrieve this worthless piece of furniture and refund my money immediately.

On October 3rd, we received our furniture delivery, and both nightstands were damaged in transit. We contacted Ashley customer support to request replacements, providing a video as evidence of the damage. Despite this, a technician was sent to assess the situation, leading to unnecessary delays. After multiple visits and misunderstandings, we were only provided with a replacement for one nightstand instead of both. The handling of our case has been frustrating, with mistakes at each step. Now, we have been informed that the second nightstand is on backorder until May [redacted]. The lack of coordination and communication from Ashley has left us feeling disappointed and inconvenienced. We hope for a swift resolution to this ongoing issue and a satisfactory outcome.

The delivery was initially scheduled between 1:30 pm to 4:30 pm, but surprisingly arrived at 11 am after a morning notification for a 30-minute window. Upon inspecting my new $[redacted] leather couch and loveseat, I discovered a scratch and an unstable wobble in both pieces. I expressed my concerns to the delivery personnel and they documented the issues, mentioning that I would be contacted for repair or replacement. I hesitated to sign the receipt on the delivery guy's phone as I was not satisfied with the condition of the furniture. A call was made to customer service where the scratching issue was discussed, and I had to remind them about the problem with the loveseat too. I was put off by the lack of attention and seemed hesitant about their intentions to fix it rather than replacing it with a new one. I declined the delivery as I didn't want refurbished items and preferred a flawless product for the amount paid. The urgency and the prospect of receiving the next delivery seemed to overlook my concerns. The delivery team left promptly, leaving me wondering how to proceed to get the furniture I deserve.

I recently purchased a console table from your website. I found what seemed to be the perfect one with the right size based on the description provided under the picture. However, upon assembly, I noticed that the height is not as tall as I expected. The description claimed it was 36" tall, but it is actually 30". Although there is a diagram indicating the correct height of 30", it was not clear to me initially. Despite the discrepancy, I have decided to keep the table as it complements my living room perfectly with its color and design. I just wanted to bring this to your attention for future reference. Thank you for your assistance.

I recently purchased a recliner and two end tables for my daughter's new townhome from Ashley Furniture Store on Dale Mabry in Tampa, FL. The furniture was delivered on 11/8/[redacted], and I paid cash for the items. Despite expressing concerns about the size of the furniture to the salesman, we were assured it could be returned if necessary. However, upon delivery, the items were indeed too large. Following the delivery, my daughter was meant to receive a case number via email within 3 days for the furniture pick-up arrangement. She received case number [redacted]4 but never heard back from the store. Despite multiple attempts to follow up, including a visit to the store on 11/14 where she received a new case number [redacted]8, no progress has been made. This has been incredibly frustrating, especially considering my daughter's previous purchases from the store and the lack of communication and assistance provided by the store staff. Dealing with Assistant Manager Craig was particularly disappointing, and the overall customer service experience has been unacceptable. I intend to escalate this matter further to ensure our concerns are addressed promptly.

Hello, I have a quick question. I was on hold for about 40 minutes on the 1-[redacted] number until an employee picked up. However, after saying hello, the call got disconnected. I bought a recliner and a Tempur-Pedic bed with base, and I usually keep my boxes when moving. How can I get a box for my base now? I accidentally let one of the delivery men take it. Thank you in advance.

I received a furniture delivery on 11/10, but unfortunately, I am missing hardware for the counter table. After contacting customer service, I was instructed to send pictures to an email address provided. Despite multiple follow-up emails and a visit to one of the stores, I have not received a response or the missing hardware. I just need the hardware to hang the shelves. I am frustrated with the lack of communication and long wait times on the phone with customer service. Please assist me with this matter. Order Number: [redacted] - B. Burgess

Sales Order #[redacted] Customer #[redacted] Store #[redacted]: We have been attempting to reach Customer Service via phone for weeks. Recently, we discovered an error with the table and bar stools in our order. Despite facing difficulties rectifying this issue, enduring long periods on hold, being disconnected, and reading poor reviews about your customer service on YouTube, we made two unsuccessful attempts to cancel the order. We trust that after numerous calls, the order has now been successfully canceled. Consequently, I have closed my Ashley/Synchrony Bank credit card account, as I was assured at the time of purchase that the order could be canceled since it wasn't a special order.

I encountered an issue when purchasing a chair online. Initially, I used one card, which was flagged as invalid. I then attempted another card, receiving the same error message. Upon checking both cards online, I noticed that I was charged for the chair on both cards but never received a confirmation email for either transaction. When I reached out to the customer service line, I was informed that they couldn't assist me without a confirmation email, which I did not receive. Any help would be greatly appreciated. Thank you.

On Saturday night, I added an item to my cart and clicked on the 10% off button. However, the discount didn't apply at checkout. I spoke with Ashley's representative, Jacob, before placing the order to explain the issue. He suggested proceeding with the purchase to secure the sale price and assured me that I could contact them the following day during business hours to have the discount applied. Despite my attempts each day to reach Ashley's chat support without success ("keep window open and we'll find an agent for you"), I have been unable to connect. Now, I must contact them via phone to resolve this matter promptly.

I bought a Power Recliner and Loveseat in full on 03/07/[redacted] for $[redacted].80. After 18 months, the left side loveseat cushion is defective. The warranty company sent a technician who confirmed the issue and initially agreed to repair it. However, I have now received an email stating it will not be fixed. As a repeat customer of Ashley, this situation is unacceptable. We take great care of our furniture, even sending pictures to the warranty company. I hope the company will address this promptly and resolve it without any additional hassle. Sales Order #[redacted]QJ21, Sales Person: Roshana Davis. Address: [redacted] Centre Drive, Fairborn,Ohio. Thank you for your quick response.

I bought item number [redacted] on April 30, [redacted], and have been experiencing numerous problems with the loveseat. The electrical wire for the recliners and power keeps shorting out, forcing me to frequently unplug and replug it. Currently, it has stopped working altogether. I would like to have it replaced, as the loveseat is in like-new condition since nobody uses it due to the wiring problem. I believe there should be a 5-year warranty on the recliner.

Dear Customer Service, I am contacting you regarding a recent furniture purchase my wife and I made in June [redacted] at the Ashley Store in Austin, TX. Our sales order number is #[redacted]. We initially ordered a king mattress and bed but changed it to a queen size before delivery. During this process, we were informed of the option to add a protection plan or receive a merchandise credit for the price difference. After visiting the store on 11/13 and speaking to Ashley Vorhees, it was determined that we were owed approximately $[redacted]. Despite the assurance of a refund within 5-7 business days, we never received it. After multiple attempts to follow up, we have not received a resolution. We are seeking a fair resolution which includes either a refund to our credit card, a merchandise credit, or the option to exchange for the original king mattress and bedroom set. We are disappointed with the lack of communication and adherence to the exchange policy and would appreciate a prompt response to rectify this situation. Sincerely, Julie Moss

I am disappointed to report that three pieces of my furniture were damaged upon delivery on December 24th. Additionally, the bed frame I received only contained parts for the left side. Despite numerous attempts to reach out for assistance, I have not received a satisfactory resolution. After visiting Ashley Furniture in Freehold and being promised contact from management in Pennsylvania, no one has reached out to me. While customer service has offered repair services, I am adamant about not wanting repairs on what should be new furniture. I paid $[redacted] for these items and expect them to arrive undamaged. Currently, I am living out of boxes due to this issue. I am seeking urgent assistance with this matter.

In August [redacted], I made a purchase of multiple items. I received two partial deliveries, declined one item, and canceled another before delivery. Despite the salesperson's assurance that the balance billed by Synchrony Bank would be adjusted, I am still facing issues with the billing. I have been unable to find the right person from the store to help me with this matter. If this is not resolved promptly, I may have to seek legal assistance.

I bought furniture from Ashley's in Mesquite, Texas, and it was delivered on December 18, [redacted]. The in-store experience was great, but the trouble began when the third-party delivery company hired by Ashley's crashed into my neighbor's and my mailbox. Since then, we haven't received mail as the mailboxes remain on the ground. Due to working long hours, we struggle to leave work to collect our mail. The HOA has given deadlines for the mailbox fix, causing tension with our neighbors. An attorney advised that Ashley's, who hired the third-party company, should handle the mailbox repair and pursue the third-party company. However, Ashley's refused to give me any information, claiming they close cases once passed to the company. Despite my longstanding loyalty, Ashley's will not take back the furniture. I am disappointed by their customer service and seek resolution without incurring more HOA charges or disputes with neighbors. I am willing to involve legal support rather than deal with such mistreatment and neglect.

I bought a dining room table and chairs on October 4, [redacted], and received it on November 24, [redacted]. About four months ago, I noticed chip marks with the paint coming off, despite the table being lightly used and always having a mat on it. I can provide photos if needed. I've attempted to contact customer service without success due to hours and long waits. I haven't had the time to pursue this issue persistently. I think there might be a manufacturing defect since my sister experienced the same problem with her identical table. I made the purchase at the Cherry Hill, NJ store. My customer number is [redacted], SAO number is [redacted]2, and the item number is ASHL-D736-25. I believe the table may need to be replaced. Thank you, John B.