Ashley Furniture Customer Service Issues

I bought a bedroom set in November [redacted], and I was promised nightstands two weeks later. However, as of April 12, [redacted], I have been informed that they are no longer available. Despite requesting to switch the bedroom set, I have received no assistance or resolution. My salesperson, Sunny, seems more focused on selling Tempurpedic products. The bedroom set was delivered scratched, they painted over it, and my complaints have gone unanswered. I'm feeling disappointed and frustrated with the lack of care and support I'm receiving. How can I proceed to get the help I need from this company? Thank you.

I am writing about Order JONEROBE placed on February 3, [redacted], for 2 recliners at the Tifton, Georgia Ashley Homestore. A $[redacted] deposit was paid by check, and we were informed that it might take a few months to receive the recliners. We intended to collect them from that store upon arrival. Yesterday, when we visited the location to inquire about our order, we discovered that it had permanently closed. I kindly request the cancellation of this order and a refund of our deposit. Thank you.

I have noticed that I paid $[redacted] more for the ISANTI dining table set in-store compared to the price listed on the website. I paid $1,[redacted] for the table and 6 chairs set while it is listed as $1,[redacted] online. Additionally, I realized that I also overpaid for the Barchoni dining set. It was supposed to be $[redacted] in total, but I ended up paying $[redacted]. I am quite dissatisfied with this situation. I request a refund for the overcharged amount of $[redacted] in total. My order number is [redacted]. I have already sent an email to the salesperson, but there has been no response so far.

I was supposed to receive a couch and a rocker recliner today, but only the couch was delivered. The delivery person couldn't assist further. At the store, the salesperson explained that they couldn't take action until the delivery truck returned. The rocker recliner was unexpectedly shown as unavailable in their system, despite being listed last week. The store manager reiterated this, mentioning they'd need to wait for the driver's return and sending an email to the distribution center. Communicating solely via email seemed to be the protocol, and I needed to inquire about the manager's name and the availability for the next day. Vanessa initially said another manager would be there, then corrected it to mention Takita. When I asked if Takita was aware of the situation, Vanessa said she could inform her. I learned only store managers could directly contact distribution managers, and when inquiring about reaching the corporate office, I was provided with the information. Vanessa didn't offer additional assistance or details without prompting.

I need help with my recent purchase at the Ashley Home store in Henrietta, NY. I bought a couch, chair, and ottoman which were delivered on July 29th. While the fabric is great and the chair and ottoman are perfect, the couch squeaks whenever you sit on it. This has been quite embarrassing for me as I can't have guests over with these defects. I reached out to customer service, but they requested a picture, which isn't possible for a sound issue. My sales rep has left the store, and though she informed the service manager about the problem and the decision to replace the sofa, I haven't received any updates in 5 days. I'm eager to have this resolved, can anyone assist me?

I bought furniture on June 19th, but the delivery on July 11th didn't go as planned. Ashley agreed to give store credit for the oversized piece I returned. I chose counter stools and two mattresses, paying the difference. The mattresses were delivered on July 29th, but the counter stools were out of stock. They took back the chair part that was returned and said I have a $[redacted].35 refund pending, mentioned in an email from the regional support department on August 11th. The next day, the sales associate advised me to expect contact from the head office. It's now August 29th, and I'm still waiting for my refund. I need to know who to speak with to resolve this delay.

I purchased furniture from your Miramar store on August 19, [redacted]. Most items were delivered on August 25, [redacted]. My salesperson is Mohammed Mohammed, also known as "Mo-Mo." He introduced me to the manager, who I believe is named Andre. I was unsure about the chairs I wanted fitting in the area, so I showed them my second choice. The chairs they brought are item A[redacted], sale number [redacted]50, priced at [redacted].99 each (two chairs). The chairs I actually wanted are "The Soletren" swivel chairs in stone color, item [redacted], priced at [redacted].99 each (two chairs). The manager suggested paying for the more expensive ones and returning them if they didn't fit, but they delivered the second choice chairs instead. I have contacted multiple numbers and spoke to various employees, but haven't received a solution yet. I would like Ashley to bring the correct chairs, remove the second choice chairs, and refund the difference if necessary. My order number is [redacted]/30/40/50. [masking email and preference for contact]

Greetings, I hope this message finds you well. I'm Faiza from Pakistan, and recently, I received an email from Ashley Furniture. Dear Faiza Parveen, I am delighted to inform you that you have been selected for the position of Store Keeper at Ashley HomeStore Canada. Congratulations on this wonderful opportunity! As part of the immigration process, we acknowledge the importance of securing employment. Rest assured, you have successfully secured a job offer for the mentioned position. The job offer letter details the terms and conditions of your employment. I recommend contacting your consultant promptly to proceed with receiving your job offer letter. Should you have any inquiries or require further assistance, feel free to reach out to your consultant. Once more, congratulations on your new role as a Store Keeper. We eagerly anticipate your contribution to our community and economic success. Best regards, Management Ashley HomeStores, Canada I received this email today and would like to verify its authenticity. Can someone confirm if this email is genuinely from Ashley Furniture or if it could be a scam? Your assistance in clarifying this matter is appreciated. Thank you.

I purchased a set in November [redacted] along with the protection plan. Unfortunately, I had two failed attempts to have stains cleaned. The first appointment was canceled last December. The second time, I took a day off work in either March or April only to have the cleaner take pictures and leave, stating they needed more time. It has been very challenging to arrange these appointments, and the promised follow-up from the cleaning agency never happened. I am extremely frustrated with this situation and have avoided addressing it due to the time it has already consumed. I have decided not to purchase from Ashley Furniture again and do not recommend it to others. I believe the company should consider new cleaning agencies to avoid similar issues in the future.

I have been attempting to reach Ashley Furniture for the past half hour. I have been on hold consistently, dealing with a frustrating automated system that does not provide assistance and lacks the option to speak with a live representative. My reason for calling is regarding a bed that was recently delivered, which is too high. I am looking to inquire about the possibility of exchanging the box spring for a lower one. If I do not receive assistance promptly, I am considering returning both beds and discontinuing my patronage of Ashley Furniture. Your customer service has been extremely lacking. -Roxane A. [redacted] [redacted]

I recently purchased a dresser with an attached mirror from the Ashley Furniture store in Springfield, Illinois for $[redacted]. However, upon delivery, the mirror was missing. When I contacted Ashley, I was informed that the mirror would cost an additional $[redacted]. The salesperson never mentioned that the mirror was not included in the original price. The manager defended this by stating it was company policy and we should have clarified the inclusions. The mirror and dresser were displayed together for $[redacted], leading us to believe it was a set price. This deceptive practice is unfair and should not be condoned.

Subject: Issue with Recent Sofa Sectional Purchase Dear Ashley Furniture Customer Service, I hope this message reaches you well. I am contacting you regarding a problem I encountered with a sofa sectional I purchased from Ashley Furniture. The sectional, acquired less than a year ago, has unfortunately broken. After contacting your customer service team, I was disappointed to learn that the warranty does not cover the specific broken piece, despite it being an essential part of the sectional. It was surprising to discover that the warranty solely protects against burns and stains, which feels like an oversight in your coverage policy. The sectional broke under normal use when someone sat on it, a typical scenario for furniture. I believe this damage should be included in the warranty as it appears to be a manufacturing or structural flaw rather than a result of misuse on my part. I kindly ask you to reassess this situation and include coverage for the broken piece of the sectional. As a loyal customer, I have always admired the quality and durability of Ashley Furniture products. I trust that your brand will uphold its reputation and honor the warranty in this case. I would appreciate a timely response to address this issue and arrange for the repair or replacement of the sectional. Thank you for your attention to this matter. I anticipate your prompt reply. Best regards, B.V.

In February of this year, I purchased a sofa with two recliners. Approximately six weeks later, one of the recliner seats collapsed, with springs protruding. Despite several months of receiving incorrect or broken parts, the recliner was finally repaired. During this time, the other recliner also began to show signs of springs coming through the cushion, eventually damaging the second recliner. I have been waiting for parts to fix the second sofa for months, with holiday delays prolonging the process. I have received apologies and been told to follow the warranty agreement I initially agreed to, but after eight months, my family still does not have a safe sofa to sit on. The uncertainty around when the remaining part will arrive is concerning, and I fear the issue may reoccur. My ideal outcome would be to have a sofa that does not pose a danger to my family. I am unsure how to compensate for the ongoing inconvenience, but I would appreciate any help in navigating this frustrating situation.