Ashley Furniture Customer Service Issues

I am reaching out for assistance with a recent purchase of a 5-piece Ashley Furniture sectional from JR Furniture Store in Tukwila, WA. Despite the sectional looking nice, the material is uncomfortable and feels abrasive like hard burlap, causing scratches when seated on. I brought the cushions to Mac, the store manager, who acknowledged the issue and contacted the Ashley Furniture representative. After sending requested photos and item numbers, there has been a delay and lack of resolution. We simply seek a comfortable sofa we can use without discomfort. Any help in expediting this matter would be greatly appreciated.

I recently ordered a chest from Ashley Home Store online, only to discover upon arrival that it requires assembly, which was not clearly stated on the website. Frustrated with this oversight, I attempted to contact their customer service multiple times at [redacted] but faced long wait times ranging from 11 to 35 minutes. Despite calling during their business hours, I have been unable to reach anyone for assistance. Feeling neglected, I am left with no choice but to seek resolution through the BBB in Wisconsin and dispute the charge with my credit card. It's disappointing that a seemingly reputable company could disregard customer concerns, leading me to caution others about their customer service shortcomings.

To the Concerned Party, Customer ID # [redacted] We recently purchased furniture for our Dining Room and Master Bedroom, totaling thousands of dollars, and awaited the delivery scheduled for Friday, July 26th. However, we were thoroughly disappointed upon inspection: Dining Room: Received 3 chairs instead of the ordered 4 The Dining Room table was damaged Master Bedroom: During bed frame assembly, it was discovered that one or more screws were missing, prompting the delivery person to take pictures and promise a return visit the same or next day - which did not happen. Despite contacting Customer Care on Monday, we were taken aback when they seemed unfazed and only promised a replacement order, making us feel insignificant. We were advised to wait 3 to 5 business days for the screws to arrive, a rather frustrating solution for such a trivial issue. Should our bed set not be correctly assembled by this Friday, 8/9/[redacted], I will cancel the order with Ashley and request a full refund. This experience has been not just inconvenient for my family but also reflects poorly on Ashley's customer service. Should the matter persist, I will not hesitate to share our ordeal on various social media platforms to highlight the lack of post-purchase support from Ashley Home Furnishing.

I am a 66 1/2-year-old disabled woman who purchased living room furniture and an extended warranty from Ashley Home and Furniture Company in Altamonte Springs, Florida in November [redacted]. I am experiencing numerous issues with the furniture, including fading wood, separating leather, lumpy cushions, and overall poor quality. Despite having paid $[redacted].99 for an extended warranty, I have been informed that the damages are not covered due to the nature of the issues not being caused by accidents or sun exposure. I feel misled and taken advantage of, especially as a disabled individual. I would like a resolution that honors the protection I was promised when I bought the warranty. I am unable to afford replacement furniture and hope for a prompt and fair solution to this situation without having to seek external assistance. Thank you for addressing my concerns. Dr. J. Richardson

In [redacted], I invested in a living room set, dining room set, and a California King bedroom set, including a protection plan from Ashley Furniture. Despite spending a considerable amount, my experience has been incredibly disappointing. Recently, the knob on my dresser broke off, surprising me as it's made of metal. When I inquired about coverage under my protection plan, I was informed it wasn't included. Frustrated, I expressed my willingness to pay for the knob replacement just to have my dresser fixed. However, the issue remains unresolved after nearly a month of attempting to resolve it. This ongoing lack of customer service has left me disheartened, with multiple fruitless calls, long hold times, and unhelpful representatives adding to my frustration. It's disheartening to receive such poor assistance after being a loyal customer for years.

I placed an order for a couch and loveseat at Ashley HomeStore in Atlanta, GA on 8/1/19 with a scheduled delivery of 8/16/19. Unfortunately, the couch arrived damaged, prompting us to refuse the delivery based on advice from the drivers and a store representative. Despite being assured that the redelivery would be on 8/30/19 with a promised refund of the delivery fee, it turned out that the next available date was actually 9/20/19. After several missed calls and a visit to the store, we encountered unhelpful customer service from a manager named DeMarcus who seemed unwilling to address the issue promptly, leading to significant frustration on our part. The situation is incredibly frustrating, as we are now faced with a six-week delay in receiving the furniture we purchased due to delivery complications and miscommunication within the store.

Upon receiving my furniture, I noticed an orange stain on the sofa cushion, a ripped plastic corner on the boxspring, and the wrong table delivered. The delivery driver insisted the correct coffee table was on the truck but then admitted it was for someone else. I signed off on the delivery, but the issues remain. I was advised to contact customer care. Additionally, I mentioned the [redacted] holes drilled into the couch while attempting to attach the legs. The driver mentioned cleaning the couch is necessary. I seek guidance on how to proceed in resolving these issues.

I had a distressing experience at the Ashley Home Store in Myrtle Beach while shopping for a dining room table. The store manager, Steve Thompson, was extremely disrespectful towards me when I asked for a discount. He initially gave me 10% off but became aggressive when I requested to waive the delivery fee as my husband would pick it up. In front of other customers, he insulted my intelligence and questioned my life choices, stating that he didn't need my business. After waiting for 20 minutes, a lady offered me a 15% discount, which Steve refused to approve. Feeling mistreated and disrespected, especially as an 8-month pregnant woman, I left the store without purchasing anything. I believe I was targeted due to being a woman with an accent, and I will no longer support Ashley Home Stores. It was a disappointing encounter that I will share to prevent others from facing similar treatment. Best, Betty.

I had an incredibly disappointing experience at the Myrtle Beach store when attempting to purchase a dining room table. I requested a discount from the store manager, Steve Thompson. He begrudgingly offered me a 10% discount but became hostile when I asked to waive the delivery fee since my husband could pick up the item. In a public display, he insulted my intelligence and questioned my right to make purchases. Feeling mistreated, I asked to speak with someone else and waited for 20 minutes before another staff member helped me by offering a 15% discount, which Steve Thompson refused to approve. Feeling disrespected and singled out because of my gender and accent, I left the store without making a purchase. The behavior displayed by the store manager was unacceptable, and I will not be returning to Ashley Home Stores, nor will I recommend it to others. Betty.

Hello, I am writing to address an issue I am experiencing with the Sierra Sleep mattress I purchased from your company in September [redacted]. In February [redacted], less than two years after obtaining the mattress, I noticed significant problems with it. The mattress has developed a noticeable sagging and it feels as though there is a wave running across it, causing discomfort and back pain. I visited the store in February and, with the warranty, was able to exchange it for another mattress. However, despite paying an additional $[redacted] for the replacement and warranty, I am facing the same issues just 7 months later. The company has advised me to contact you directly regarding this recurring problem. I am dissatisfied with the situation as I spent over $[redacted] on an allegedly quality mattress aimed at alleviating back pain, yet I find myself in more discomfort than ever. I urge your company to address this matter promptly without further financial burden on my part. I trust you will assist me in resolving this issue promptly. Thank you, Andrea.

I am inquiring about the delivery status of my power loveseat scheduled for today. My confirmation number is [redacted][redacted]. Regarding this matter, please contact me at [redacted]. Today, an Ashley representative informed me that the loveseat would not be delivered on time due to being on backorder. They claimed I was supposed to confirm the delivery with them, yet I was never notified by email nor contacted for this. I am skeptical of the backorder explanation as the item is no longer available on the website. I placed the order on September 5th, received confirmation on September 6th, and was assured twice by customer service that everything was on track for today's delivery. Unfortunately, I now find myself without a loveseat as I had already arranged to give away my old one, which is no longer available since Thursday, 9/19/19. I am extremely disappointed in the lack of communication and service provided.

On August 13, [redacted], I took my teenage daughter to Ashley Homestore to find a bedroom set with shelves for storage in black. After negotiating a price of $[redacted].00 (Invoice number[redacted]) with sales associate Sina Mehdipanah, we settled on a set my daughter liked. When the bedroom set was delivered on Saturday, 9/21/19, it did not include the storage unit underneath the poster bed. I reported this to the manager later that day, as I believed I was misled by a sign near the display. The manager offered to sell the unit at half price, but I argued that our original negotiation included the full set. I felt manipulated into purchasing the wrong item due to the misleading sign. I am seeking advice on how to resolve this issue. - Denise L.

I bought a sectional from Ashley Furniture in August [redacted]. After a couple of months, I noticed the back support cushions were tearing in the same spot. Also, the chaise cushion didn't fit properly, and the corner of the sectional is defective. Despite service coming out to sew the top cushions, the corner issue persists. Now, the cushions are ripping, making the whole piece look terrible in my living room. I am frustrated and have been trying for over 3 months to get someone to assess the problems to determine if they can be fixed. I am certain a new sectional of my choice of equal value is the solution. I am incredibly disappointed with this situation and will not be returning to Ashley Furniture in the future.

I bought a sectional from Ashley Furniture in August ****. After a few months, I noticed the back support cushions tearing in the same spot. Also, the chaise cushion didn't fit properly, and there's a defect in the corner. Even though a service person stitched the top cushions, the corner issue remains. Now, the cushions are ripping, making the sectional look terrible. I've been trying for over * months to have someone assess the problems, but it's clear it can't be fixed. I want a new sectional of my choice with the same value. This situation is frustrating. I regret shopping at Ashley Furniture and demand a resolution.

I bought $[redacted] worth of furniture from the Brandon, FL store (sales order [redacted]80). The first delivery had damaged items; the sectional was returned, and the bedroom suit had drawers that wouldn't shut properly. I was promised a technician would fix it but never heard back. The second sectional delivery was also damaged and returned. I asked them to take back the bedroom furniture, but they refused. After reaching out to corporate, the store manager said he would cancel the sectional order, but the bedroom furniture issue remains unresolved. I have yet to hear from a technician since the initial delivery on September 20, [redacted]. I just want the bedroom furniture picked up, a refund of the $[redacted] down payment, and a full refund for all items. I will take my business elsewhere as your company does not seem concerned with my furniture issues or providing proper customer service. I request a call from a corporate manager to address this matter.

I purchased a dining set in [redacted] and encountered immediate issues. The table's paint started chipping, and the chairs' legs are loose, with one breaking while a guest was over, fortunately without injury. Several repair representatives were sent, but customer service wait times are lengthy. Lastly, a technician attempted to fix the problems but could only address some table issues due to time constraints. Despite buying a new dining set, the poor quality has led to unexpected difficulties.

I've been trying to cancel my order since Saturday without success. Please cancel my order. I got an email confirming delivery on Saturday with Sales Order Number: [redacted]77. Despite email being my preferred notification method, why was I not informed that my order was back-ordered? I rely on emails, not texts. I disposed of my old bed assuming delivery would be on Saturday, only to discover after many unsuccessful calls that it was back-ordered. Now, due to my wife's illness and my disability, we're forced to sleep on a mattress on the floor. Please cancel the order and refund my Visa card.

Dear Customer Service Team, I wanted to share my recent experience from last night regarding the delivery of furniture valued at almost $10,[redacted]. The delivery drivers were significantly late and some of the furniture arrived damaged, which has been addressed. The customer service representative at the dispatch was not helpful and lacked good customer service skills, especially regarding the return of my mattress. The drivers also left debris and trash outside my residence and failed to deliver the purchased mattress pad or inform me about it. Now, I have three upcoming deliveries scheduled for back-ordered items and replacements. This experience was disappointing, and I hope to discuss rectifying the situation soon. Thank you.

My husband and I purchased the Bolanburg 60" Home Office Desk (Item Number: H647-44) online last night. We are now interested in buying the matching desk chair, the Bolanburg Dining Room Chair (Item Number: D647-02). Since we only require one chair to match the desk, could you assist us in purchasing a single chair for $[redacted].99 instead of a set? Thank you for your help.

I recently received a new bedroom set for my birthday from Ashley Furniture that I purchased in August. I had to wait three weeks for the nightstand to arrive. During the wait, the rest of my furniture came, so all I needed was the nightstand. However, upon delivery, the nightstand came with a completely damaged drawer. After contacting Ashley three times, they only offered to replace the drawer. Finally, after my mom spoke to the manager, Debbie, she rushed a replacement order. Today, I received the new nightstand, but it arrived chipped and with glue all over the front and sides. I am very disappointed with the quality and customer service from Ashley Furniture and would not recommend them based on my experience. Attached is a picture of the damaged nightstand I received.