Ashley Furniture Customer Service Issues

I need help with an order from 1 Stop Bedrooms. On December 8th, [redacted], I purchased an Ashley Wurstrow Brown Power Reclining Sofa with Adjustable Headrest (1 Stop's order number [redacted]). Initially, they promised delivery within 6-8 weeks. However, I have faced continuous delays. The latest update indicates the shipment will now arrive between July 15th to July 21st, [redacted] (nearly 28 weeks later). They attribute the delays to Covid-19 and issues with Ashley. At this rate, I am disappointed and reluctant to buy from 1 Stop Bedrooms or Ashley again. I am unsure if Ashley is truly accountable for the delays or if 1 Stop Bedrooms is at fault. Can you clarify this situation? Also, I need assistance expediting the order before July 4th, as I have planned a party. Any guidance you can offer will be greatly appreciated. Thank you for your help.

Regarding our sales order number [redacted] with Vance G. and phone number [redacted], my spouse and I visited your store on May 31st, [redacted]. We received assistance from a sales associate and decided to purchase a sectional couch. Due to the challenges of delivering furniture to our third-floor condo, we carefully explained our specific requirements to three different clerks who were helping us. After selecting a sectional, we assumed the corner piece was detachable (similar to our current one). Upon reviewing the paperwork more closely at home, we discovered that one section would not fit through our front door due to the permanently attached corner piece. Despite our excitement for the couch, we had to cancel the order the very next day, as no delivery date had been confirmed yet. I expressed to customer service our intention to return in the future (as our bedrooms are furnished by Ashley furniture), but was surprised to learn of a 10% service charge deduction ($[redacted]) from the refund. We are still within the 3-day cancellation window, and this was an honest oversight on our part. The lack of clarity in the store regarding our space limitations and the unexpected charge have left us disappointed. Unfortunately, this experience has deterred us from future purchases at Ashley and recommending your store to others.

I require assistance regarding my fully paid furniture order on October 17, [redacted] (Customer # [redacted]). Expected in 2-4 months, the delivery has been delayed since March [redacted]. Despite numerous contacts from the delivery department, each time I am informed, the delivery gets rescheduled. A recent incident occurred on May 10 when I was informed of a imminent delivery, but upon arrival, the driver left without unloading any furniture, informed later that it was not on the truck. Subsequent promises, like Jennifer from the Ofallon Missouri store, stating a June 2 delivery, have also been broken. After approximately 15 reschedules, I am greatly disappointed in the lack of proper customer service. All I desire is to receive the furniture I have paid for. Thank you, Karen A. [redacted] Crestwood Ct. Ofallon, Mo. [redacted] Customer# [redacted] Sales order [redacted]

We placed a large order at the Cookeville TN store on January 1, [redacted]. We were informed that we would receive the shipment no later than April 1. However, it is now June 9, and we have yet to receive our order. Additionally, we have not received any updates regarding the delivery timeline. The first part of the shipment, which included 2 side tables and a living room table, arrived with a damaged side table stand. Unfortunately, the replacement side stands that were sent out were incorrect on three separate occasions. We have not received any further communication about the shipment since April. The order is associated with our phone number, [redacted].

Dear Ashley Customer Service, I am a loyal customer but due to recent financial difficulties from the market, I regret my $[redacted] purchase at the Mishawaka IN store on Grape Rd. I am a disabled veteran aged 73, struggling with limited cash flow after losing retirement funds. I reached out to the store to cancel my order, mentioning my situation and the $[redacted] deposit I could utilize better. Regrettably, I was informed that all sales are final, and cancellations are not possible due to a binding contract. Understandably, many are facing financial constraints, and I humbly request a review and reconsideration of your policy in my case. The funds could serve more pressing needs during this time. My purchase on June 7 included a purple 4 mattress, power base, and a pull-out sofa bed. I appreciate your time and hoped for understanding in this matter. Thank you. Regards, Christopher D. [redacted] Topsfield Rd. [redacted] South Bend, IN [redacted]

Hello, I received a delivery from your company last Saturday, and the color of the couch I received was different from what was displayed in your showroom. After contacting customer service, I was instructed to bring the cushion to the store for comparison, which I did on Sunday, July 10th. A store representative mentioned that someone from customer care would contact me, but as of Tuesday, July 12th, I haven't received any follow-up. Despite attempts to reach customer service, no one has responded, and the voicemail box is full. Another customer has also reported a similar issue with the couch appearing grey instead of the expected beige, which is the color I was informed of and saw in the store. I urgently need a resolution to this situation. Thank you.

I am Stephanie Woodruff, and I have a sales order under #[redacted]16. I bought a couch, loveseat, and a Baxton Studio Mid-Century Modern Light Grey Fabric and Oak Medium Brown Finishing Wood 6-piece set. The set was supposed to include a table, a bench, and 4 chairs. I received 3 deliveries but only got 2 chairs. Despite contacting customer service 4 times and chatting 3 times, the issue remains unresolved. I'm frustrated as I have been charged for the missing 2 chairs. On July 27th, after being assured for the sixth time that my chairs were shipped, I still have not received them nor have a tracking number. I have suggested 3 solutions to rectify this: provide a tracking number, refund the amount for the chairs, or allow me to return the entire set for a refund. The lack of resolution from Ashley Furniture is disappointing, and I hope this can be addressed promptly.

I bought an Ashley Alisdale Dresser Traditional Dresser (B376) several years ago. Recently, one of the oval plates where the handle locks broke. I am looking for a replacement as the standard sizes at stores like Home Depot do not fit the 3.5" hole distance on the dresser. I am hoping to purchase a replacement for the specific hardware on my dresser. Ideally, if the same kind is available, that would be perfect. However, if they all need to be replaced, I will need 11 sets. This dresser belongs to my mother, and I am unsure how my daughters managed to break it. I can provide a picture of the damage if that would be helpful, but I am unsure where to send it.

I received a delivery confirmation email stating my order was scheduled for Saturday, August 27, [redacted], between 11 am - 2 pm. Unfortunately, the order did not arrive, leading me to contact Ashley Furniture myself. The customer service agent informed me that the delivery was canceled by the manufacturer, which left me frustrated as I purchased from AshleyFurniture.com, not the manufacturer. I was later notified on 9-6-[redacted] via email about a price increase on my order, undoing a previous discount I received due to issues with a dining room set purchase. I urge Ashley Furniture to maintain communication, reinstate my discount, take responsibility for the shipment, and provide accurate updates on delivery. Overall, my experience with their customer service has been disappointing, except for the excellent assistance provided by Tammy C. during the dining room incident. I am hoping for a resolution and improved service moving forward. Thank you.

I purchased a bedroom suite and a ProAdapt Med Hybrid King mattress on 8/12/[redacted]. Originally promised delivery on 8/23 for the mattress, I was later informed it couldn't be split from the rest of the order. After multiple delays and miscommunications, I finally received part of my order on 9/23 but had issues with damaged furniture, unhelpful delivery personnel, and missing parts. Despite multiple promises for resolution and expedited delivery of missing items, the overall experience was disappointing and frustrating. I hope for better service when my mirror is delivered in the future.

Hello, good morning. My name is Eli Jiménez. As you can see in your system, this is the second delivery. The first delivery was incomplete, which caused issues. I have a new delivery scheduled for Saturday, October 8th. I kindly request that all parts be complete this time to avoid any inconvenience and time wasted. Thank you.

Subject: Concern with Ashley Furniture Order Dear Customer Service, I am writing regarding order number [redacted] AHS EDWARDSVILLE placed on 10-16-[redacted]. I am experiencing an issue with the billing, as I have been billed $2,[redacted].52 instead of the correct amount of $2,[redacted].32. This is due to an error in the size of the mattress cover I received. Despite adjustments made by the management, I am still seeing the incorrect charge on my account. I am seeking a credit of $[redacted].01 for the incorrect cover size and a refund of the overcharged amount of $[redacted].52. The accurate charge should be $[redacted].32 according to the invoice provided. Additionally, I am unable to locate my order on your website, and I had a discrepancy in the delivery date information provided by your representative in Mexico. I was originally informed of a delivery date of October 28th, but now it shows as October 31st. I expect prompt resolution to these issues to ensure customer satisfaction. I have encountered difficulties reaching out via email and phone, hence this communication. Please address these matters promptly to prevent any further inconvenience. Thank you, Gerald L.

Good afternoon, I have been trying to return a table and chairs I received since 10/22 but have not been successful. I have spoken with multiple individuals on the phone who keep transferring me, resulting in disconnections. Despite spending hours on the phone and computer, I have been unable to reach someone knowledgeable about processing returns. Unfortunately, I am now past the 30-day return period for the table and chairs set, even though the table itself arrived around a month later on 10/22. The order number for my purchase is [redacted]. I would like to return the counter height bar stools along with the table. I prefer not to engage in further telephone conversations and hope for a prompt resolution. All the furniture remains unopened, sealed in its original packaging. Thank you, Stacey G.

I am a senior citizen who, together with my husband, purchased a recliner and sofa with 2 recliners from Ashley, along with insurance. After 3 1/2 - 4 years, we noticed the material was deteriorating. Despite contacting Ashley, we were directed to the insurance company, who deemed it as "normal wear and tear." With no pets or children causing damage, we are frustrated with the poor quality. The Ashley store in Nashua, New Hampshire offered a mere discount on new furniture, which was unsatisfactory. Given our current situation with my husband's cancer diagnosis, we are disappointed with the lack of support. We had hoped for furniture that would last longer and are now considering sharing our experience on social media to alert others. We are deeply dissatisfied and will no longer be shopping at Ashley. Best regards, Terri Spence

Hello, I'm Angelina VanMeter. Recently, I purchased a bed set from your store. I attempted to contact your store three times today without any success. I am disappointed that nobody answered the phones during business hours. As a loyal customer who has spent a significant amount, this lack of response is frustrating. I understand the lines may have been busy the first two times, but the third call went unanswered, which is unacceptable. Now, I am resorting to email for assistance. My order number is [redacted]20. I have a 10-year warranty on the mattress, bed frame, and the vibration mechanism wiring. The bed frame is making a creaking noise despite my attempts to tighten it from the bottom. The noise persists and is quite loud even when getting into bed, which is bothersome. Additionally, the wiring beneath the mattress is damaged and requires replacement. If this is not covered by the warranty, I am willing to pay for the repair. However, the primary concern is the creaking bed frame. I am unsure if it is broken or if a special tool is needed for tightening. Any help would be appreciated. Kindly contact me at [redacted] when you have a moment. Thank you for your attention to this matter.

I made a purchase a couple of weeks ago, expecting all my items to be delivered as promised, but they weren't. Unfortunately, the store manager's handling of the situation left a lot to be desired. Initially, he promised to investigate and call me back promptly, but it took him five hours to follow up and his tone was quite disrespectful. He kept mentioning being busy with meetings and other customers, which made me feel insignificant. I understand that employees must prioritize their tasks, but customer service etiquette dictates that each client should feel valued. Regardless, this reflects more on Ashley's training policies rather than solely on the manager. Despite being assured of a callback, I was left waiting. Subsequent attempts to resolve the issue through another representative named Uriel also proved fruitless. This lack of communication and empathy has left me feeling distressed, especially considering I am disabled. I have never experienced such patronizing treatment before. If anyone has suggestions to assist me, I would greatly appreciate it.

I recently bought a TV console at Ashley Furniture in Alpharetta, GA, but it doesn't support my 55” TV properly and I need to return it for a sturdier piece. Despite multiple conversations with store salespeople and Customer Care, the return process has not progressed as promised. I initially inquired about missing latches, but I later switched to requesting a return due to safety concerns with my grandchildren around. I've been assured a quick turnaround, but have not received any updates within the given timeframe. I hope that by reaching out to Corporate, I can expedite the return and refund on my Amex card for a more suitable piece of furniture. Donna H. [redacted] [redacted] Item # W743-48

Construction on my street led to a live wire hitting my car, causing a power outage for 6 hours. As a result, my groceries spoiled, and my speaker wiring got fried. I couldn't leave home due to safety concerns. I had to reach out to City Hall to explain that my job was in jeopardy because of the situation. It was exhausting, as my boyfriend hadn't slept in 2 days and I, in 3. The uncertainty of my job made me anxious, and I felt like I needed to contact corporate to seek resolution. The incident was beyond my control, and I was caught in a difficult predicament.

I made a purchase at a store in Houma, Louisiana on 3-3-23 for a total of $[redacted].97. I explained to the salesperson that I urgently needed new beds for my new house. Initially, I took home a display model without plastic covering, despite there being materials available. The salesperson mentioned the other items would be delivered in 7-10 working days, but when I followed up, I was informed it would take longer. After several scheduling issues and unmet promises, my order was eventually canceled, and I was advised to request a refund. Despite paying in cash, I was told I could only receive a refund by check, creating frustration and inconvenience. The lack of communication and unmet expectations have left me dissatisfied and questioning future purchases from the company.

Hi everyone, Just wanted to bring to your attention an issue with a rotating billboard in Nampa, Idaho. The ad for Ashley Furniture directs people to the store in Ontario, Oregon, which is about 30 miles away from the sign, instead of the store less than a mile away on Marketplace. This misleading information could be sending potential customers to a competitor unnecessarily. Best regards, Spencer R. [redacted] [redacted]