Ashley Furniture Customer Service Issues

On 1/13/22, I visited the Ashley Homestore on Airline Highway in Baton Rouge, LA. Shortly after the store opened, I spent around twenty minutes exploring the store in search of a sofa or sectional. Despite wandering throughout, including the warehouse, I was not approached or acknowledged by any staff. I even tested out a sofa I was interested in for five minutes. Even though the store wasn't busy and only a few customers were present and being helped, no one assisted me. I eventually left and went to two other furniture stores where I made a purchase that will be delivered soon. Hopefully, this lack of attention is not a common occurrence for other customers at this location.

I bought an Anniversary Edition Plush Queen Mattress from the Ashley Furniture website in late November [redacted] (Order number [redacted]19). However, upon unpacking and waiting for it to decompress, I noticed a discrepancy in the mattress size. The mattress is shorter by three to four inches compared to the dimensions listed on the website and standard Queen size measurements. Despite following the expansion instructions and allowing extra time for it to settle, the mattress remains undersized, creating a visible gap with the bed frame. I am looking to resolve this by getting a replacement so that the new mattress aligns correctly with the bed frame, matching the expected size.

I made my first couch purchase from your store on 11/06/21. The process was smooth, and I was informed that I would receive the couch by the end of December by my sales representative, Chris Pogi, and his manager. Chris was pleasant and even provided his number for updates. In early December, I reached out for an update via text, but my messages were left unread. Pushing to the end of the month with no response, I contacted the store, only to find out my delivery was delayed until mid-February. The lack of communication throughout this experience has been frustrating, especially considering the significant price of the couch. Additionally, I noticed the couch's price has lowered online since my purchase, adding to my disappointment with the situation.

I am writing regarding an issue with my mattress purchased in late December. I contacted customer service and spoke with a representative named Jazmine. Initially, Jazmine questioned why I waited to report the problem. The mattress was fine when I bought it. She instructed me to take photos, donate it, provide a donation receipt, and then await reimbursement. Due to my age, I am unable to move the mattress. Unfortunately, local donation centers refuse used mattresses. I hoped to exchange it at Ashley Furniture but now I am unsure what to do. My sales order number is [redacted]23. The mattress has a noticeable dip indicating a possible broken spring, causing it to sink to hip level when lying on it.

I had a disappointing experience at the Colton CA store with an associate named Ralph Perez. Upon entering, we were asked to sign in by Ralph, who then proceeded to push us to look for specific items at his pace. Despite our insistence on browsing on our own, he continued to pressure us to engage with his manager. This encounter made us uncomfortable and frustrated, as we simply wanted to browse independently. Ralph's confrontational and unpleasant behavior was off-putting, and we felt judged and pressured in front of other customers. This aggressive sales approach has deterred us from returning to Ashley Furniture, despite being loyal customers in the past. It is important for the company to address issues like these to maintain a positive shopping experience for all customers.

On March 7, [redacted], I bought a power recliner, loveseat, and a 5-year protection package for $[redacted]. The total came to $[redacted].80. Unfortunately, after only 18 months, the cushion on the left side of the loveseat collapsed. I contacted Protect All, and initially, they said it would be covered. However, I later received an email stating that it wasn't covered. Given our responsible care for the furniture, it seems to be a case of defective workmanship. I'm disappointed that a reputable company like Morris/Ashley would overlook customer satisfaction. I urge you to reconsider this decision. Thank you. - D. B. Store: 21AHS Fairborn, Ohio Sales Order #[redacted]QJ21 Email: [redacted] Phone: [redacted]

I had an appointment at 7pm on February 28, [redacted] at the Westland, Michigan Ashley Home Store. My salesperson was Alison Wilmoth. I purchased a couch, and was supposed to receive a $25.00 gift visa voucher from Elite Rewards for making an appointment, but I have not received it. Elite Rewards has no record of me. Alison suggested I contact Ashley Corporate. I have tried calling with long wait times and no call backs. Online messaging was also unhelpful. I would appreciate a response and the gift voucher being honored. Thank you. - Wendy R.

I recently purchased a dining table set from your store. Unfortunately, I have noticed some issues with the furniture since the initial delivery. There are chips in the wood at various spots, and now the furniture is starting to fall apart. One of the pegs has a big chunk chipped off, and the chair legs are so loose that someone almost fell. I paid a lot for this dining set and even purchased insurance, so I expected better quality and service. I contacted your store months ago about these problems, but I haven't received a response. I'm still waiting for help and would appreciate a call at [redacted] to discuss fixing or replacing the furniture. I'm disappointed with the quality of the product and the lack of assistance I have received.

I purchased furniture at the end of October [redacted]. The first delivery on November 17 included a damaged TV stand and occasional tables. Since then, Ashley repeatedly rescheduled deliveries due to damaged items, like on 3/22/22 and 3/31/22 when they informed me about more damages, leading to frustration and wasted workdays. Even when the items were supposedly on the way, they failed to arrive intact. Their unreliability and lack of accountability are concerning. The latest rescheduled delivery for the TV stand on 3/31/22, which was delayed yet again, is unacceptable. Ashley's proposed delivery date of 5/22/22 is nearly two months away, penalizing me for their errors. This experience has left me disillusioned, and I intend to share my negative experience with Ashley furniture on various social media platforms to warn others.

I need assistance with a delivery issue. The contact number provided is [redacted] for Joe Carey. The address for delivery is 5 Linden Rd, Burlington Township NJ [redacted]. The scheduled delivery was meant to arrive today between 8 AM and noon. We were informed yesterday that the delivery would be first and at our house by 8 AM, hence we took the day off. However, at noon today, we were informed that the delivery was delayed until 2 PM. After another delay, we were told around 2:30 PM that it had not left the warehouse. The latest update now says it won't be this week. This delay has cost us $[redacted] in lost income and we are frustrated with the situation. We intended to furnish our living room, kitchen, and dining room with items from Ashley home furniture. If the furniture does not arrive soon, we will request a full refund and cancellation of the order.

My wife and I bought furniture at your Green Acres store in March. The product delivered to our home differed from what we selected in-store. Despite explaining our need for separate pieces for our basement, the incorrect furniture was delivered three times. After canceling the purchase due to continued errors, only a partial refund of $[redacted].51 was given, with the rest retained for delivery fees. We were deceived into buying a discontinued item and are dissatisfied with how we were treated by the sales team, supervisor, and store manager (Ms. R). Threatening to involve legal and media entities, I visited the store to demand a full refund, which was promised within 3 business days by Ms. R. I will keep my attorney informed.

I recently purchased a bed from Ashley. Unfortunately, the delivery was delayed, and we forgot to put on the mattress protection cover. Despite the unused protector being unopened and still in its bag, I was told by the salesperson that it could not be returned without purchasing it initially. The tone of the salesman made me feel undervalued. I am seeking to return the unopened protector for a refund, as the return policy on my receipt does not mention any restrictions on this item. The protector remained untouched while waiting for the mattress delivery. I am hopeful we can find a reasonable solution to this matter. Thank you, Barney B.

Sales Order [redacted] I made a furniture purchase on December 11, [redacted], with an 8 to 12-week delivery timeframe. A partial delivery of my order, including the bedroom set but not the couch, occurred. During delivery, I discovered the slats necessary to support the mattress were missing. Despite contacting the store multiple times, I have yet to speak with a manager for resolution. The salesperson informed me the slats are on backorder along with the couch. I have been without a proper bed and have resorted to sleeping on my couch. The offered resolution of a 5% discount on the slats is unsatisfactory given the $[redacted] spent. I am considering canceling my order and seeking a refund if the situation is not resolved promptly. Awaiting a response before taking further action.

I am Earl P. Kern, and my family has frequented our local home store in Gonzales, LA for many years. Ashley Furniture consistently fails to meet their delivery obligations, which has become the norm in our experience. Today, April 19th, was the scheduled delivery date for a recent purchase. After a 30-minute hold, the store couldn't even locate my order when I inquired about the delivery time. Despite the salesperson's attempt to assist, I was later informed that the delivery would not be taking place as planned. This level of service is unacceptable. As customers, our patronage should be valued. I am once again disappointed with Ashley Furniture's inability to deliver on their promises. Their pattern of overpromising and underdelivering has led me to consider shopping elsewhere to avoid this recurring issue.

I am disappointed with the Deanford Accent Cabinet (A[redacted]) purchased at the Salinas store on February 3rd this year. After 11 weeks of waiting for delivery, we found that the construction quality is subpar. Despite Mr. Plaza's efforts to fix some issues like the shelves and left support leg, the cabinet still has problems. The doors have various issues - the left one sticks, the right one required significant force to open, and the mitered joints have noticeable gaps. We had to remove the hardware on the right door as it was misaligned. Even though we need the storage, the poor craftsmanship of the piece is disappointing. To add to our frustration, we discovered it is now on sale for $70.00 less than what we paid. This situation has left us far from satisfied. Christina P

I purchased several items from your store. Initially, I bought a bedroom set which was a floor model. Although it worked when I viewed it, I was informed it couldn't be delivered due to being a display model. Subsequently, other purchased items were delayed by a month. Upon attempting to pick up the bedroom suite after calling ahead, it was not ready, resulting in additional arrangements. Once home, I found several broken drawer slides, which I had to replace. The new slides were difficult to install, necessitating hiring someone. When the rest of my order arrived, only a portion was delivered as the bedroom suite could not be delivered due to being a floor model. The TV stand needed assembly at the store before delivery. After multiple delays, the TV stand still requires a door repair, which was scheduled but never completed. Despite spending a significant amount, I had to pay for parts and repairs. I hope to have the drawer slides fixed and the TV stand repaired. Thank you, Joe M.

I have contacted several times regarding an issue with my dresser purchased at the Ashley store in Athens, GA. There was a missing part when it was delivered in October, preventing installation of one of the dresser legs. Despite a repair technician being scheduled and a part being ordered, the correct part has not been received. After multiple attempts to resolve the issue, I was asked for pictures in February [redacted] and told that a hardware pack was ordered. However, as of today, I have still not received the necessary parts. I have been without a dresser for 7 months now and if the repairs are not completed soon, I will have to consider returning the dresser for a refund. It's important to me that this matter is resolved promptly.

My name is Dr. Matt Driscoll, and I have placed a furniture order over $10,[redacted] to be delivered to [redacted] Golf View Drive, Auburndale, Florida. The order number is #[redacted]77. I reside in Wisconsin and recently inquired about the delivery schedule. I was informed that my Bedroom Dresser and Bed Headboard are scheduled for June 20th. Following this, I was surprised to learn that a Sofa and Loveseat would be delivered on May 27th, with additional items in July, causing concern due to the inconvenience of multiple trips to Florida. I kindly request that my order be held at the warehouse until it is complete, and I receive a 3 day notice for a single delivery to ensure ease of collection. The abrupt disconnection after a lengthy 59-minute hold has left me dissatisfied, and I hope for improved service going forward. I expect the same level of care and commitment as emphasized in your on-hold messages, given the significant investment I have made. Your prompt attention and cooperation would be greatly appreciated in resolving these matters promptly. Yours sincerely, Dr. Matt Driscoll, Ed.D.

Good afternoon, I encountered issues with the furniture and bed I purchased. The bed is unstable, moves, and the mattress received was incorrect. The furniture had initial damage and subsequent replacements showed poor quality and even arrived with dark spots due to lack of protective packaging. I have made numerous attempts to contact customer service but have not received a satisfactory response. I urgently request a refund instead of another exchange due to my dissatisfaction with the product quality and service provided. Kindly have a Spanish-speaking representative reach out to me promptly at [redacted] to facilitate the refund process. Thank you.

Buenas tardes, quisiera informarles sobre los problemas que he tenido con la cama y los muebles que adquirí. La cama presenta inestabilidad y el colchón recibido no coincide con el solicitado. Además, los muebles han sufrido desperfectos, uno de ellos llegó roto en varias ocasiones y con manchas oscuras en el último intento de reemplazo. Las mesitas de noche también llegaron dañadas inicialmente. A pesar de mis intentos de comunicarme en español, no he recibido respuesta ni solución a pesar de visitar la tienda. Deseo un reembolso por la baja calidad de los productos. Solicito que un representante hispanohablante se comunique conmigo prontamente al siguiente número: [redacted]. Gracias.