Ashley Furniture Customer Service Issues

We are extremely disappointed by the recent delivery incident. At the time of purchase, our query about the possibility of returning the couch if it did not fit due to our narrow, sloping basement stairs was addressed by the sales representative. We were assured there would be no issue or additional charges for returning the item. However, when the couch did not fit, we were informed there would be a restocking fee. Despite explaining that this concern was directly discussed with the salesperson, we were told that the information provided was incorrect. It is unfair that we are now being penalized for misinformation given by the employee. The store's failure to properly train their staff should not result in us having to bear the consequences.

I encountered an issue while trying to set up an account on Ashleyfurniture.com to make a $[redacted] purchase. Despite being notified that my email was already in use, the password reset process failed to recognize the account. Consequently, I proceeded to check out as a guest. My non-Ashley Furniture credit card reflects a pending charge of $1,[redacted].20 for the purchase. I did not receive a confirmation email, and I am now seeking to cancel the online order. Originally, I intended the purchase to benefit a specific salesperson, as I was under the impression they would be credited for the sale. However, after completing the online purchase, I learned otherwise from the salesperson. The lack of clarity and the unavailability of a confirmation number or account number has added to the frustration of this experience, exacerbated by a 20-minute wait on hold with customer service this morning.

Order was purchased last Sunday with delivery paid for. The promised Wednesday delivery between 9 am and 1 pm did not occur, with no notification. After contacting delivery, a new time of 2:30 pm to 6:30 pm was given, but delivery did not happen again. After reaching out to delivery dispatch, the only available option was Saturday delivery, being unable to deliver on Thursday or Friday. Following numerous calls, the delivery was rescheduled for Friday at 9 am, but checking the tracking number at 8:30 am revealed the furniture delivery was cancelled without notice. Being left without furniture since Tuesday, efforts were made to situate recliners from the basement. The customer expressed significant frustration and dissatisfaction with the delivery process and vowed not to purchase from Ashley/Morris again due to this unprecedented experience.

I recently purchased a sectional from Ashley Furniture in Amarillo, Texas. Unfortunately, there was a mix-up with the orientation of the couch I received, causing some frustration. After numerous phone calls and delays, the correct couch was delivered, only to find out that it was broken. Dealing with customer service has been a challenge, with long wait times on the phone and multiple delays. This experience has been incredibly frustrating, especially considering the significant hassle involved in resolving the issue. I am hoping to find a solution to this situation soon.

I purchased two dining chairs on 10/31 and noticed I was double charged. I visited the store on 11/5, spoke to customer service and was told they could see the charge and that someone would reach out to me. It's now Friday and I'm still waiting for a response. When I called customer service, I had to endure a 10-minute wait before the lady who answered informed me she couldn't assist but would transfer my call. After waiting another 45 minutes, I was connected to the warranty department, who also couldn't help but said they would transfer me, only to accidentally disconnect the call. Upon contacting the store where I made the purchase and holding for 10 minutes, I was redirected to the switchboard and informed again that they couldn't assist me. Could you please provide the appropriate contact number to facilitate the reversal of the double charge on my order number [redacted]20? Thank you.

We bought a 14" Ashley Chime Elite memory foam mattress from the Ashley website based on a store recommendation for savings. Upon delivery, the mattress didn't expand to its full height despite waiting 24 hours with no one laying on it. It only reached 12" and was extremely firm. Sleeping on it led to a severe pinched nerve and pain for me, requiring medication and a change of sleeping arrangements. Despite the clear defect, Ashley's solution was to have us donate the mattress to charity for a refund, which is impractical in California. Their refusal to address the issue properly or assist with disposal seems unreasonable and lacks corporate responsibility. The in-store mattress felt more comfortable, but we were told it was from years of use, leaving us with no satisfactory resolution for the defective product from the online purchase.

I have purchased several items from Ashley Furniture, and my experiences have been consistently poor. I recently bought a couch with the Montage additional protection plan. I was assured that if I didn't use the protection, I could utilize the credit towards another piece online or in-store. Upon checking last week with Tyler, I was informed that I could indeed apply the Montage credit for a particular piece I wanted. However, today when I visited the store to make the purchase, I was told that they couldn't honor the online price due to my credit usage. I find it unjust that I have to pay more just because I'm applying the credit. I feel deceived and dissatisfied by this situation. I believe that if the online price offers a price match, it should be upheld, and my credit should be applicable without raising the price arbitrarily. This experience has left me extremely frustrated and disappointed.

I have an Ashley Signature recliner. My grandchildren were playing with it, and now it's stuck in a raised and reclined position. I tried unplugging it overnight and replaced the power, but now nothing works, and the power cord gets warm. I'm three hours away from the dealer. The numbers I have are: 90T-[redacted]4, PA [redacted] (CN), HSW [redacted] JC. Any suggestions? The transformer lights up, but the hand unit doesn't respond.

I am writing about the invoice [redacted]90 from Colma, CA. I have lodged a dispute with AX as we did not receive the mattress set. The delivery driver refused to take the old mattress as agreed upon during the purchase. Even after contacting Ashley, they still would not remove the old set, knowing we could not accept the new $4,[redacted].61 mattress without this service. This experience with Ashley has been extremely disappointing, causing frustration and wasted time trying to resolve the issue. I am requesting a refund on my AX as we did not receive the product we purchased.

Hello, I recently bought a dining room table from Kings Furniture in Brooklyn, NY. After just two weeks, I noticed a split on one of the corners of the table. I reached out to the store right away, but I was disappointed by the unhelpful response I received. The vendor mentioned that they have contacted the company on my behalf, and they will be reaching out to me directly to resolve the issue. I am eager to hear from them to hopefully resolve this matter amicably. Thank you.

I purchased a bed on Black Friday that was supposed to be a queen size, but it arrived without the box springs. The store did not mention that they needed to be bought separately. I assembled the bed without the box spring, then attempted to use two twin box springs which did not fit. It seems the bed is not actually queen size. To make things worse, the bed broke. I would like a refund and for someone to pick up the bed, as I am unable to transport it myself.

I bought a recliner from your Oxnard, CA store before Thanksgiving. Unfortunately, I had to delay the delivery due to hospitalization. Since December 13th, I have been trying to get the item delivered, but there have been continuous delays. Customer service recently informed me that the item is out of stock and the new delivery date is December 24th. When I asked to speak to a manager, I was rudely told there was no solution. I even offered to take the floor model, but was met with resistance. The whole experience of trying to resolve this issue has been incredibly frustrating.

I placed an order for a couch to arrive before the holidays. The delivery has been rescheduled twice, with the most recent delay due to damage. The early morning call with the bad news was handled unprofessionally, and being kept on hold for a manager added to the frustration. Despite hearing about Ashley's success, I am upset about the delays. The merchant now claims the couch won't be available until 12/30. This is the second time I've faced issues with ordering out-of-stock items. I am extremely angry with this situation and after it's resolved, I will not shop with Ashley again. I plan to file a detailed complaint with the attorney general’s office, mentioning the unhelpful staff I dealt with. Sales order: [redacted].

My name is Sherri, and back in [redacted], I bought a lovely black 5-piece sectional. Unfortunately, within a year, the seams started tearing on three of the pieces. Even though I got the protection plan, it didn't cover this issue. I learned from a representative that this material had known problems. Ashley fixed those pieces, and the new material has been fine. However, now the remaining two pieces are also starting to tear, and it's getting worse. Since it's out of warranty, I'm really let down by the quality of this furniture. This is my second Ashley set, and I had hoped for better quality this time. The previous one didn't last long either, despite being lower quality. I'm hoping to have the other pieces fixed at a minimal cost to me.

I recently purchased an Ashley Realyn king size bed in Tuscaloosa, Al. I already had a new king size mattress from a different store. When I called the store asking about a california king siderail at the time of delivery, they initially said they didn't exist. However, when I visited the store to resolve the issue, the manager stated that Ashley did make a california king siderail and asked for an additional $[redacted] to order them. I highlighted that I wouldn't have purchased the bed had I known about the extra charge. Despite my immediate inquiry with the store, the manager refused to provide the side rails at no cost. This situation has left me unable to use my expensive electric bed due to the bed rubbing on both ends, and I am requesting Ashley to supply me with the necessary side rails without any additional charges.

I recently had the bottom of my recliner replaced because it was squeaking, but now it's happening again. My couch is sitting unevenly, one side is rocking and the back feels wobbly. I received a replacement part and need to schedule a time for someone to come and install it. Additionally, my recliner is causing back pain as the seat looks sunken in. I haven't received any payment information, hoping there won't be a late charge. I am considering returning everything because the quality is disappointing. Dealing with this poor quality has been frustrating.

We purchased a bed set for our new house in Florida back in November. We selected a delivery date of December 26. On December 24, when we hadn't heard from them, I called and discovered that one piece was on back order, which was frustrating as no one had informed us. After much back and forth, we agreed to a new delivery date of December 27 per their text confirmation. However, they later claimed we couldn't change the date as we had confirmed. Despite our efforts, they attempted to postpone delivery to Saturday night and had trouble finding our address. We rushed out to meet them as they could only wait 15 minutes but they left before this time was up. They promised to drop off the furniture on the doorstep later without setting it up. The saga continued with missing pieces and broken promises of delivery, leaving us still awaiting resolution. Currently, I'm on the phone pressing for immediate answers.

I recently made a purchase for three rooms at your store on November 16, totaling $[redacted].98. Initially, the delivery was scheduled for December 12, which got delayed to December 18. Subsequently, I was informed that the oversized ottoman was out of stock, pushing the delivery to December 28. I then learned that the deliveries to my area occur once a month, postponing the full delivery to January 25, [redacted]. Despite raising concerns about being heavily pregnant, I was met with delays and excuses. The day of the delivery, the couch didn't fit through the door, leading to further complications and additional charges. After multiple setbacks, I am now facing a delivery date of January 23, which is incredibly frustrating and unfair considering the circumstances. The lack of empathy and assistance from customer service has been disappointing. I am hoping for a resolution and at least the waiver of the $[redacted] disassembly and reassembly charge.

I reached out to Leon's regarding an issue with the sofa purchased in January [redacted]. The cushion I had replaced in April [redacted] has lost its shape again after only 2.5 months of use. This is concerning as the other cushion, which has not been sat on, is still in good condition. I called Leon's on January 7, [redacted], and they will arrange for another replacement cushion. This rapid deterioration is unprecedented for me as I have owned sofas for 10 to 15 years without such problems. It is disappointing to have guests see the poor condition of the cushion after only a few months of use. I am worried about facing this issue again after the warranty expires and would prefer not to deal with frequent replacements. Rina D. 91 Sunrise Estates Dr. New Maryland, NB E3C 1G5 Canada Cell: [redacted] / Home: [redacted]

We bought a 3-piece patio set on September 15, [redacted], from Ashley Furniture at the Cool Springs Shopping Center on [redacted] Moores Ln, Brentwood, TN [redacted]. However, we have not received the complete set yet. The store manager has been untruthful and making excuses. We demand a full refund and want the furniture we received to be picked up. If we don't hear from someone at corporate by Wednesday, 1/15/[redacted], we will take legal action. Please refrain from contacting us through the Brentwood, TN store. We are extremely frustrated and just want our money back. Thank you for your attention to this matter.