Ashley Furniture Customer Service Issues

I purchased a bedroom set at store #[redacted] on 4/15/19 with a delivery date of 4/27/19. However, today I was informed that the headboard won't be delivered until 6/7/19, which was not what we agreed upon. The sales supervisor apologized but blamed the sales lady. They did not offer a satisfactory solution. It's puzzling that the footboard, rails, and nightstand are ready but not the headboard. We offered to take the floor model, but this was met with a negative response. If this isn't resolved, it may result in negative publicity. I hope to hear back with a reasonable solution soon. Thank you.

I have typically had positive experiences at Ashley Furniture, but my recent visit to order a sectional set turned sour. After financing the display with the Ashley card, upon delivery, the chaise was broken and the wedge was missing. Despite my efforts, the store did not address the issue promptly, claiming the wedge was not on the ticket due to a balance issue with the Ashley card. Subsequent attempts to resolve the problem by phone were unsuccessful, leading me to visit the store in person. The replacement chaise was delivered without being properly assembled, leaving me to handle it despite being heavily pregnant. I am dissatisfied with the incomplete set and the lackluster service. My request is simple: I want the full furniture set as originally displayed, including the missing wedge piece.

I purchased furniture from the store in Romeoville, IL and noticed the prices had been marked down before delivery. As a single mom trying to save money, I contacted the store about price adjustments. Unfortunately, I encountered rude staff who were unhelpful. Despite assurances from the salesperson, I am still waiting for the adjustments and facing unprofessional treatment over the phone when trying to reach out. It is disappointing to be treated this way for simply requesting a price correction. I am considering making a trip to the store, but I live and work in Chicago. I hope to find a resolution soon by adjusting the prices as promised. Thank you for your attention to this matter.

To whom it may concern, On April 17, [redacted], I bought a Gilmanton sofa and loveseat recliner from your Fredericksburg VA store, The Warehouse. The sales associate, Jackie, was excellent. However, the delivery experience was disappointing. The delivery guys claimed they waited 20 minutes, but my doorbell camera showed otherwise. I raised this issue with Customer Care, but only received a $50 redelivery fee offer. On April 23, [redacted], the Gilmanton sofa and loveseat set was delivered, but the loveseat arrived broken. I contacted the store and was asked to send pictures via email. I am concerned about being stuck with a broken piece after spending $2,[redacted] with a 5-year warranty. Can you assist me in getting this issue resolved promptly?

I purchased a bed from the Folsom store but the slats they sold me are not fitting as per the installer who assembled the bed. Now, my mattress is sinking between the metal bars. I need the correct slats to complete the bed or I would like a refund of the $[redacted] plus I paid. It has been 3 weeks of constant headaches dealing with this issue.

Order number: [redacted]00 Hello, I wanted to share my recent experience with picking up my order from the Main Place Store in Santa Ana, California. On the 24th, I went to the Colton warehouse to collect my items but faced some challenges. I called in the morning and left a message but didn't receive a callback. When I arrived later, the employee I spoke to was unhelpful and rude. It turns out, not all my items were available, and some were backordered until the 27th. I felt frustrated by the lack of communication and service. I then contacted the store and learned about their free delivery option, but I was dissatisfied with the overall handling of my situation. I am now considering my options and hope for a resolution from Ashley. Thank you for your attention to this matter. Best, K.A.

I encountered two issues with my recent furniture purchases. Firstly, I bought a console table online without realizing it required assembly. When I attempted to assemble it, I struggled to put it together correctly. Secondly, I ordered another table through the store, with a promised delivery date of April 27th. I waited for the table to arrive as scheduled, only to discover when contacting the store that it was on back order without any prior notification. To address these problems, I am requesting a refund for the second table due to the miscommunication regarding the delivery date and the back order situation. Additionally, I would appreciate having a technician sent to my home to assemble the first table properly, even if I am responsible for covering the expenses. As a widow without assistance, I am in need of help with these furniture items.

I bought a sectional from Ashley in Savannah, GA, with an expected 4 weeks wait. Surprisingly, after waiting patiently, I discovered my furniture was already in the distribution center. I had to drive there to pick it up as it wasn't scheduled for delivery until a week later. On inspecting at the center, I suspected damage due to a sound I heard, and indeed, the couch was damaged. The store and the DC were unhelpful, but after contacting the manager, Rachel, a replacement was ordered. Unfortunately, the delivery couldn't align with my schedule due to a prior commitment. Additionally, I found out there was a mistake in my order which was not fully complete. After informing Rachel, she apologized, ordered the missing piece, and promised delivery when the replacement arrives. This entire ordeal has been frustrating and unacceptable. The delay in delivering the furniture promptly has left me without a proper place to sit for two weeks.

I bought a sectional from the Ashley store in Savannah, GA. Initially told it would take 4 weeks, I later discovered it was already at their DC without them informing me. I drove to pick it up and found it damaged. After some back-and-forth, the manager, Rachel, promised a replacement. However, the delivery date coincides with a prior commitment. Furthermore, due to an error in the order, I was missing some pieces. I expect Ashley to promptly deliver my furniture upon receipt rather than wait for the next truck to my area. It's been two weeks without proper seating. Overall, this entire experience has been disappointing and I've encountered other negative stories about Ashley Furniture. I request delivery today or tomorrow and feel Ashley should compensate me for the inconvenience with a credit or refund.

I visited your store on 4/17/19 and made a $10,[redacted] purchase of furniture. Despite being informed that paying in cash upfront would secure a cash discount, upon receiving the bill, I was shocked by the high prices and had to return most of the items due to them not being in new condition. I discovered the same items online at prices over $[redacted] lower than what I was charged. After contacting the Fargo, ND store, I was assured they would price match the online items but claimed they already provided the cash discount. This confuses me as ordering online would have saved me nearly $2,[redacted], making me question where the cash discount went and why the initial reluctance to price match. I feel frustrated as I would have simply ordered everything online if I had known.

My husband and I bought a sectional couch from Ashley in June [redacted]. We mentioned we had 2 dogs, one being a puppy, and wanted durable material, opting for microfiber per the salesperson's advice. Shortly after, our puppy damaged the couch, and when I contacted customer service, they suggested I should have not mentioned the pets. We are disappointed as this was the recommended material, but now have to cover the torn cushions with blankets. Unfortunately, the couch is discontinued, so replacement cushions are not available. Despite this, we are considering buying bedroom and dining room furniture from Ashley using our credit line, as we paid off our previous purchase promptly. We hope for better assistance to rectify the sofa issue and would appreciate store credit towards our future purchases. My name is Emily K., and we made our purchase in Pinellas Park, FL.

I purchased an Osberg sectional couch in-store with the loveseat originally on the right side (short side) and the longer side on the left. I asked my salesperson, Kamal, if it could be reversed, and he made the change on the computer. The new arrangement has the loveseat on the left (short side with two cushions) and the armless chair and couch on the right (long side with three cushions). When I contacted customer care, they said there was no change in the order and I need to have it switched or I can't take delivery. This setup won't fit in my room the way it was originally planned. Any assistance would be appreciated.

I bought a sectional sofa almost a year ago from a local furniture store called Vicars Furniture in McAlester, OK. It's an Ashley brand piece. Shortly after, one of the three sections started making a creaking noise. The store said they would look into it, but after months of no action, I reached out again. They mentioned the piece was out of production and suggested I get it checked independently, but that would void the warranty. My daughter, who works in customer service at Mathis Brothers, informed me that Ashley offers a 5-year structural warranty. When I brought this up to Vicars Furniture, they mentioned the piece being out of production and offered a subpar solution. I prefer Ashley Furniture but the way this issue gets resolved will determine if I continue to support their brand.

On May 23, I contacted customer service about issues with my recent purchase of a Lift-top Cocktail Table (model # T719-9). There's a small gouge on the frame underneath the lift-top, likely from the hinges installation, that's visible when opened. The representative agreed to replace the table, which is great. Additionally, I noticed an uneven handle height on both doors of the TV stand (model # W319-28) purchased at the same time. This quality control issue is disappointing. The furniture is liked, but the flaws are concerning. My Sales Order [redacted], linked to Howard Ott, includes the mentioned items. I would appreciate it if the uneven handles on the TV stand could be replaced promptly.

I have been dealing with Ashley Furniture for nearly 2 months now and have not received any satisfactory resolution. I visited the store in Manassas, VA to speak with the manager, but he redirected me to the front desk. Despite them sending an email to customer care, I have not received any response. Contacting customer service has been futile as I am unable to reach anyone, and they have not returned my calls. I purchased an extended warranty for a couch and chair, believing it covered normal wear and tear, not just accidents. However, the couch has significant fading and marks, with unevenness on one side and sagging in the footrest. Even though we are seniors and the only occupants, the furniture looks heavily worn after only owning it since April [redacted]. The chair, which sees less use, is in better condition.

I bought a table and entertainment center from Ashley Furniture in Vista, CA. Unfortunately, the delivery was botched, leading to multiple issues. The first delivery went to the wrong address, causing a rescheduling that ended in them realizing they loaded the items on the wrong truck. This has resulted in my wife having to take extra time off work, causing lost income, and the inconvenience of multiple delivery dates. During the assembly, the table's support beam was broken, and three handles on the entertainment center were damaged. The repair technician missed the appointment as well. Despite promises of compensation for the troubles, every call seems to lead nowhere. This experience has been frustrating, and I do not plan to deal with Ashley Furniture in the future or recommend them to others.

The product I received was damaged and lacking assembly instructions, nuts, bolts, and screws. I require Ashley to retrieve the item and issue a refund. Contacting Ashley's customer service has been challenging with unanswered emails and difficulty reaching the call center. After a promise from a member of the Ashley social media team, UPS was supposed to pick up the product for a refund, but this never happened as agreed four days ago. I am once again facing difficulties trying to communicate with Ashley to address this unresolved matter.

I have been dealing with a problem since I made a purchase on May 27, [redacted]. The in-store staff stated they ordered my purchase with the delivery set for June 17. However, two days before the scheduled delivery, I was informed it was delayed until August 7, [redacted]. The next day, another call pushed the delivery to August 14 due to the king headboard being on back order. When I contacted the salesperson I spoke to on May 27, he mentioned the order was never placed, contradicting the text message I have as proof. I have faced delays, disorganization, unprofessionalism, and miscommunication for three months, and I believe I should receive some form of compensation considering the inconvenience and my urgent need for the furniture I believed was already ordered. I also found the behavior of the manager, Paul, at the Augusta store to be rude and inappropriate during our interactions. I am requesting appropriate action be taken regarding the compensation owed to me.

We purchased the Ashley Baystorm Gray King Size bedroom set, which includes the bed, dresser with mirror, chest, 2 nightstands, and a king mattress with box springs on July 2, [redacted]. Originally advised a 3-week wait, we followed up today as last week we were informed it would arrive on July 26. Upon calling today, we were told it's delayed until July 30, and after being placed on hold, the new delivery date is the week of August 5 due to Ashley's delay. The store's handling of the situation has been difficult, and I seek a resolution and clarity on the current status.

I am seeking assistance regarding the return or exchange of a Dellara Sectional Sofa I bought from Ashley Furniture through JR Furniture Store in Tukwila, WA. The material of the sofa is rough and abrasive, causing discomfort and scratches to anyone who sits on it. I have contacted the store manager, Mac, who acknowledged the issue after feeling the cushions. Despite sending pictures and SKU numbers as requested by the Ashley Furniture representative, there has been no progress in resolving the matter. We simply want a functional sofa without these quality issues, especially when guests visit. I would appreciate any help in expediting this process.