Ashley Furniture Customer Service Issues

We purchased a Nantahala 6-piece sectional for our new home back in May [redacted]. Upon delivery, the console/cup holder section was ripped, leading us to request a refund rather than a replacement. Ashley Furniture failed to issue the refund as promised. We also experienced issues with the lounge piece cushion showing a weird bump despite minimal use. Ashley Furniture sent a new cushion piece, but we are now struggling to reach anyone for help with the replacement. Despite our disappointment, we recently ordered another furniture piece for our basement. The lack of proper service has left us frustrated, and we are considering returning all items for a refund. We continue to make payments for the sectional, but the situation is very frustrating. Communication with your company has been challenging, and we are seeking resolution.

I purchased nearly $10,[redacted] worth of living room and dining furniture only to find out that certain pieces in my set were discontinued after I had already been charged. Despite reaching out to multiple customer service representatives at corporate, I was not provided with a solution or refunded. I was never informed before the charge that the furniture was no longer available. This lack of transparency feels like theft. In addition to this, the entire order was incorrect, and I had to make multiple trips to the store to rectify the mistakes, which were not fully resolved. Initially, I was told the order would take only a week, but after payment was made, they disclosed that it would be 4-6 weeks without mentioning the discontinued items that I was charged over $[redacted] for.

Hello, I purchased two sofas, and one of them has started developing a curved line on the armrest filled with stuffing. Another one has a similar issue. I bought these sofas in November, so it's been less than a month. The same problem is now happening on the other sofa too. After having someone inspect them, they acknowledged an issue but did not follow up as promised. When I reached out, they claimed it met their standards, but it falls short of mine. I paid $2,[redacted] for sofas that look excessively worn within weeks. I don't believe a replacement will solve the problem; I would prefer a refund. I can provide photos for your assessment.

I bought furniture from Ashley Furniture about 2 years ago with a 24-month no-interest promotion. Normally, I pay off my balance early, but due to not receiving statements by mail and experiencing challenges during my recent pregnancy, I missed a payment deadline. Today, upon reviewing my account, I discovered the missed payment. Synchrony Bank mentioned they could only waive the interest if Ashley confirms extending the interest-free period. Ashley typically offers up to 5 years of no interest, and it would greatly help me if they could provide a receipt to extend the promotion to 36 months. As a long-time customer who has purchased all my furniture from Ashley, your assistance would be greatly appreciated. Thank you for considering my request.

I purchased a furniture set with two couches and a recliner for my basement in November [redacted], delivered in March [redacted]. In January/February [redacted], I noticed a rip in one couch, though rarely used. The store in Eatontown, NJ promised to replace the cushion but has now informed me the set is discontinued, and replacement parts are unavailable. The rip has since worsened, and after spending $3,[redacted] on this set, I feel frustrated with the lack of resolution. As the set is no longer produced, replacing the entire set seems to be the only option. I hope for a satisfactory solution, or I may involve legal counsel. Thank you for your attention to this matter. For further communication, please reach me at my email or [redacted]. Jason B.

I have been a loyal Ashley customer for many years. Recently, I purchased a new bed and mattress for my daughter on December 26, [redacted], from the Ashley store in Kannapolis, NC. I paid $[redacted].99 for delivery and assembly, scheduled for January 16, [redacted]. Unfortunately, upon delivery, the hardware to assemble the bed was missing. After a series of calls, promises of shipment, and delays, the problem remains unresolved. My daughter has been without a bed for over 2 weeks, and her new bed remains unassembled. I am frustrated by the lack of attention and the inconvenience this has caused. I urge Ashley to send someone promptly to finish the job and provide the missing hardware. This experience has made me question future purchases from Ashley. I can be reached at [redacted], and my order number is [redacted]. Thank you, Bridget P.

I had a negative experience with Ashley Furniture. This company is very unprofessional. They do not provide adequate information about their products and require upfront payment for shipping and tax. Canceling an order is a hassle, as they do not issue refunds promptly and it takes a long time to receive your money back. I initially bought from their Modesto, Ca. store hoping for a good experience, but it was disappointing. I then tried their Lathrop Ca. store, but the service was just as bad. They quickly take your money but are slow to process refunds. I advise others to avoid doing business with them. I am currently waiting for a response after four days and just want my refund without any further issues.

Subject: Disappointment with Recent Purchase at Ashley Homestore in Meridian, MS Hello, I hope this message reaches you well. I wanted to share my recent experience with a purchase made at your Ashley Homestore in Meridian, MS, and my disappointment. On February 2, [redacted], I visited the store and purchased a complete Shellington King bedroom set, including a dresser, chest, nightstand, and mattress with box springs from a salesperson named Sharon. I paid a total of $[redacted].73 in cash on that day, as I was excited to receive my new furniture. Sharon mentioned it would take about a week for the items to be available. As almost two weeks passed without any update, I called on February 14 to inquire about my order. To my surprise, I was informed that the items would not be available until late March or early April due to back orders. I was taken aback by this news, as I had not been informed of the delay at the time of purchase. I felt that better communication could have been provided before the transaction. I have been sleeping in a cramped queen-size bed with my twins who have autism spectrum disorder, and I urgently need the larger bed for a better night's rest. The lack of information and customer service around this situation has left me feeling unappreciated as a customer. I hope this feedback can help improve the customer experience at your store. Sincerely, Julia P. Stonewall, MS [redacted] [redacted]

On 2/9/19, I ordered a mattress but encountered delivery issues. On 2/20/19, wrong mattress was delivered, leaving me without a bed. Promised a next-day delivery, but no call received. Contacted local store on 2/21/19 for assistance. Manager scheduled delivery for 2/26/19. Requested earlier delivery due to daughter’s multiple sclerosis. Store agreed to deliver on 2/23/19 but failed to do so due to mattress defect. Manager offered compensation and assured delivery on 2/26/19. No call received on 2/25/19. Called for delivery details on 2/26/19, but unsuccessful. On 2/27/19, Order Management Team failed to get back to me. Customer service attempted to resolve the issue but couldn't find the order on the system. Assured a call by end of business day for delivery confirmation. Please provide a comfortable mattress until the ordered one arrives, as my daughter needs proper support due to MS.

On September 13, [redacted], I placed an order with Ashley Furniture. By October 5, I had received most of my order, but the movers had broken my recliner while moving it to the sectional. I reported the issue on November 16, but as of November 29, I had not heard anything back from Ashley Furniture. Despite multiple attempts to contact them, including texting, calling, and even visiting the store, there has been no response or resolution to my furniture issues. On December 18, when the furniture service confirmed the couch was broken, promises were made again but nothing came of it. This continued until January 9, [redacted], when the replacement furniture delivered was also damaged and the recliner was never brought. Despite numerous calls, texts, and even speaking to the store manager, there has been no satisfactory resolution from Ashley Furniture.

Dear Support, I recently purchased multiple items from your Emeryville store. Among my purchases, I bought a king-sized bed, dressers, nightstands, lamps, dining room chairs, a desk, and a TV stand. Although everything is perfect, the TV stand turned out to be too large for my space. Regrettably, I signed off on it hastily. Despite the policy against returns after signing, I kindly request a refund for the TV stand. I appreciate your understanding and loyalty to customers. I hope we can resolve this matter amicably so that I can continue to support your store. Please get in touch with me via email or phone. Best regards, Roger

I purchased furniture from Ashley Furniture. Initially, we signed up for the 72-month deferred payment plan but later decided to make changes to the order. The store changed our payment plan to a 12-month one. Due to my house not being ready, I postponed delivery. After that, I began making timely payments but was unexpectedly charged finance fees at the end of the year. Upon contacting the finance company, I was informed the store needed to make corrections. Despite contacting the store since January, I have not received a resolution and am frustrated with Ashley's lack of assistance. I spent $[redacted] on furniture and regret my purchase. I will not be buying from Ashley's again and will share my negative experience with others. I have all the necessary paperwork to rectify this issue, but it has been challenging dealing with the store.

My elderly parents purchased a living room set at Ashley in Tuscaloosa, Alabama in September [redacted]. We faced issues with the side tables in two separate deliveries, as they weren't made correctly. After filing a complaint, we were promised two new side tables. However, despite being informed that the tables were on their way, there has been a series of delays and miscommunications regarding the delivery. We were initially told one table was ready at the store and the other would arrive shortly, but subsequent follow-ups revealed that both tables were on back order and set to be made in January [redacted]. Despite multiple assurances and calls, the promised delivery dates passed without receiving any further information or the tables. The lack of communication and delays have been frustrating, considering the furniture was paid for by Millard Stewart on September 25th, [redacted]. I can be contacted at [redacted] for further updates. Thank you.

Subject: Ashley Furniture Customer Service Follow Up Dear Ashley Furniture Team, I hope this email finds you well. I am reaching out to follow up on our recent phone conversation on the 15th of March, [redacted]. I would like to recap the issues I've been experiencing with the Ashley products I purchased. On the 7th of September, [redacted], I bought an Ashley loveseat, sofa, and Rocking recliner from the Carolina Factory Outlet store in Hudson, FL. Unfortunately, the store has since gone out of business, and I am unable to utilize the warranty. The problems with the furniture are as follows: 1. The front seating areas are losing their structure and sagging towards the floor, even in areas that are not frequently used. 2. The zipper between the seat and backrest tore within a month of delivery. 3. There are unidentified fibers protruding through the fabric on the seating area. As we discussed, I kindly request for a service representative to inspect and address these concerns promptly. I have attached the receipts from Carolina Factory Outlet for your reference. Thank you for your attention to this matter. Warm regards, K.D.

I recently purchased items from Ashley Furniture in Emeryville and was pleased with their service. However, I have been encountering issues with their warehouse in Lathrop. The fireplace for my TV stand was delivered in the wrong size twice, most recently on Saturday, March 16, [redacted]. It's frustrating that when I contact Ashley Lathrop warehouse, I'm directed to the Emeryville store, where I experience long wait times and difficulty reaching someone for assistance. I have yet to receive a new delivery date for the correct fireplace size, and I'm finding it challenging to schedule around Ashley's delivery times without taking additional time off work. I am looking for a prompt resolution and an apology for the inconvenience. Improved communication between the Lathrop warehouse and other Ashley stores is necessary, as the lack of coordination is evident whenever I make inquiries. Sincerely, Philip J. [redacted] Tide Line Dr. Lathrop, CA [redacted] Cell: [redacted] Note: I am currently at work, but feel free to reach out if you require more details. Please contact me regarding the item number. Thank you.

I am a service member, SFC Albert B., currently stationed at Schofield Barracks in Hawaii. In January of this year, I purchased an Ashley 8x10 area rug from the Army furniture store on base. Unfortunately, the rug has been shedding excessively since day one, transferring fibers onto my other furniture and clothing. Despite regular vacuuming, the shedding persists, causing inconvenience. I no longer have the receipt, but seek an exchange or refund from the furniture store for this problematic Ashley product. In an effort to address this defect, I have reached out to Ashley's customer service directly regarding their R400001 Large Rug model. I believe this issue may extend beyond my purchase and hope for a suitable resolution from Ashley. I can be contacted via email at [redacted], or through my official military email, [redacted], or by phone at [redacted]. Respectfully, Albert B.

I visited Ashley Furniture with the intention of surprising my wife with a bedroom set for our new apartment. After facing issues online, I went to the store where a helpful sales representative assisted me. Despite buying the bed set, the deliveries arrived damaged twice, spoiling the surprise for my wife. The furniture had cracks, chipped wood and paint, dents, dings, and scratches. The delivery person suggested using a permanent marker to cover the damages. I presented 30 pictures of the issues to the store employees, who laughed and dismissed my concerns. They offered a replacement, but I requested a refund. Although they said they would refund the cash payment and the amount on my finance card, the refund process is still pending. This experience with Ashley Furniture, after a significant purchase, was disappointing and unacceptable. I plan to share my feedback online to highlight this situation.

I have been experiencing difficulties trying to contact someone regarding my recent purchase. I had emailed customer care about issues with my bedroom set. Despite following the advice given to contact the corporate customer service number provided, I have faced long wait times with no response. I would appreciate assistance with resolving the drawer issues on my dresser and guidance on reaching customer service effectively in the future. Thank you. Karl Jilek

I am reaching out to express my dissatisfaction with Ashley Furniture. My recent experience with their customer service has been extremely frustrating. Despite placing an order for furniture a month ago, every time a delivery was scheduled, Ashley claimed they couldn't locate the order. I had to personally track down the lost order each time. The store manager, Sam, was unhelpful and dismissive when I raised the issue. Promising a callback that never came, he kept me on hold, refusing to address the problem. As a paying customer, I should not have to endure such treatment. This recurring issue needs to be resolved promptly. An apology without any corrective action is inadequate. I seek guidance on the next steps to address this matter effectively. Thank you for your attention.

I recently purchased a couch and chair from Richmond Furniture Gallery in Richmond, Indiana. Unfortunately, I have encountered issues with the cushions being dimensionally inconsistent and the left side of the couch making a clunking noise when reclining. Despite attempts by a repair technician to fix it, the problem seems to lie in the stitching. I have tried to escalate the issue to Ashley Furniture, but have only spoken to customer service representatives and the repair technician. I am feeling frustrated and considering taking further action to express my dissatisfaction. I am hoping for a resolution where the couch is either replaced or I receive a refund. I urge Richmond Furniture Gallery to address this matter promptly. Thank you, Daniel S./Nicole K.