Ashley Furniture Customer Service Issues

On January 18th, I bought furniture at the Daytona Beach, FL store. Initially, I was told my delivery would be on Feb. 8th, then informed it would be between 3 and 7 on Feb. 7th. The actual delivery took place on time, but my sofa was missing. I was never informed beforehand that the sofa wouldn't be delivered. When I called to speak to my salesman, I was told he was with another customer, but he never called back. The delivery person mentioned the sofa would arrive at the warehouse on Feb 9th. To my surprise, I received a message today that the scheduled delivery for the sofa is now Feb. 17th. I find this level of customer service very disappointing. If the sofa is available, I believe I should receive it promptly since the delay was not communicated to me earlier. I have been a repeat customer at Ashley, but if this issue is not resolved satisfactorily, it may be my last purchase.

I have a chair that is under warranty, and delivery services are available in my area on Tuesdays through Sundays when both my husband and I are at work. My husband took the day off so he could be there when the chair was delivered. The morning of the delivery, I called to ensure they had the correct contact number. Unfortunately, they reached the wrong number and sat in our driveway for 10 minutes before contacting us. They informed us they would be there until 1:30, but by 1:20, they had left without notifying us. Despite my husband rushing back by 1:30, they had already left, refusing to make a later delivery. It was frustrating to be hung up on by the customer service representative in such a situation.

Good Evening, I am writing about Sales Order #[redacted]75. The order arrived today, and all items (headboard, footboard, and rails) are damaged. This situation is frustrating because every time we order from Ashley, the items arrive damaged. We expect our new furniture to be in perfect condition. We would like to know the options for the damaged items. We are also interested in understanding Ashley's commitment to customer satisfaction. When we received damaged goods from Slumberland, they replaced the furniture and offered free replacement shipping, including white glove delivery and setup, as well as removal of the damaged piece. Does Ashley provide a similar service? Please contact me at your earliest convenience to discuss this order and review our past orders with damaged items. It seems we may need to explore other options besides ordering from Ashley to avoid receiving damaged furniture. Monica D. [redacted]

I purchased a sofa that was delivered on March 7, unfortunately, it arrived damaged on the left side. A repair was initially scheduled for March 25 but was postponed to April 21, which didn't happen. Surprisingly, I have received an invoice today stating that payment is due on September 11 for the sofa that is still faulty and unrepaired. I am not comfortable starting payments for an item that is not functional and still awaiting repairs. I have been trying to reach out for assistance since March 7, and there has been no resolution. I was even advised not to worry about the damaged sofa left in my apartment. I really hope for a prompt resolution to this matter as I cannot afford to pay for a defective product. Thank you for your attention to this issue. E.C. [redacted]

I purchased a sofa that was delivered on March 7th, and unfortunately, it arrived damaged on the left side. I was informed that it would be repaired on March 25th, but the appointment was rescheduled to April 21st. Surprisingly, I received an invoice today requesting payment starting from September 11th for a sofa that is still broken and unresolved since March 7th. I am not comfortable paying for a faulty product that hasn't been fixed yet. When I contacted customer service, they informed me not to worry about the damaged sofa left in my apartment. I am seeking assistance to return the sofa as I have been dealing with this issue for a long time without a solution. I hope this matter can be resolved promptly. Thank you. - Yngry

I purchased a sofa that was delivered on March 7, but it arrived broken on the left side. They were supposed to come and repair it on March 25, then rescheduled for April 21, but no one showed up. Today I received an invoice stating payment is due on April 11. I cannot start paying for something that is broken and unresolved. I've been trying to have it repaired since March 7 with no success. I want to return the sofa. When I called, they mentioned not to look for the broken sofa left in the apartment. I hope this matter is addressed promptly as I cannot make payments for a faulty item. Thank you, Yngry [redacted].

I recently placed an order for a couch, with an expected delivery date of Thursday, 4/16. I was surprised to receive an update changing the delivery to May 8, [redacted]. This delay was not mentioned at the time of purchase, and I am disappointed by this extended timeline. I have tried reaching out to customer service but have been repeatedly disconnected after long hold times. This level of service is unsatisfactory. My order number is [redacted]81. I would like to discuss options for expedited shipping or changing my order to a couch available for quicker delivery. Thank you for your assistance.

I have been a customer for 11 years and had a disappointing experience with my recent purchase. After being on hold for over an hour, the system disconnected the call. Additionally, the chat support was unresponsive for 4 hours. I am seeking a refund for the Furniture Protection Plan I bought for the Filone Sectional, which was returned on the same day it was delivered. Although I received a refund for the sectional, taxes, I have not been refunded the $[redacted].99 for the Protection Plan. The vendor advised me to contact Ashley for the refund, so I reached out on 4/10 at 3:00pm PST. Despite financing the purchase through Ashley, the process has not been smooth. My SALES ORDER NUMBER is [redacted]84. Furthermore, the delivery staff did not adhere to the promised safety measures in the current pandemic situation. They did not wear shoe covers or clean the items they brought in. Instead, they caused damage to my walls and floors, further contributing to my dissatisfaction with the service provided.

Hello, I am Dennis Sherrell, and my wife is Kristi Sherrell. We bought furniture from the Bakersfield store on 11-22-[redacted] along with the ECO Premium Furniture Protection Plan. We submitted a claim for one of the couches on March 2, [redacted]. A technician inspected it and advised we needed a replacement as the frame had come apart. On March 27, [redacted], we received a denial stating the damage occurred during delivery. We disagree as we would have noticed damage since purchasing it in November [redacted]. We have contacted the insurance company multiple times with no resolution. I am requesting a prompt call from Ashley's to discuss further. Thank you, Dennis Sherrell

I purchased an Ashley recliner from Coleman Furniture, and it is causing discomfort to my neck and back. The manual recliner does not stay in the laid-back position, constantly returning to upright. To exit the chair, I must push down on the footrest forcefully, resulting in loud noises that disturb my downstairs neighbor. Coleman Furniture has been unhelpful when I reached out to address this issue. I believe converting it to a power recliner would resolve the problems I'm experiencing. The McCatskill chair and a half is the specific model I own, and I am interested in purchasing a power kit to upgrade it. I would appreciate any information on how to proceed. Thank you.

My name is David Lang, and I placed order #[redacted]46 on 4/25/[redacted] with an expected delivery date of 5/1/[redacted]. My order confirmation stated the delivery to happen today. However, on 4/29/[redacted], I received a notification saying the delivery would be on 5/1/[redacted] between 9:30 and noon. At 11:20, Shirley from your scheduling department called me to reschedule the delivery, even though it was supposed to happen by noon. I was told the earliest delivery date available now was 5/6/[redacted], which was not acceptable to me. I requested to speak to a manager about my concerns but was left on hold for over ten minutes without any response. This experience has left me disappointed, as my wife and I were looking forward to doing more business with a reliable company for our house renovation needs.

On March 17, I bought two couches from the Ashley online store. They repeatedly charged and preauthorized my card, causing confusion about the amount owed. On April 15, I received an email about a sale on the couch I recently purchased. Despite their website stating they price match within 30 days, customer service initially refused. After a lengthy wait and request for a supervisor, they agreed to refund the difference, but I never received a confirmation email. Since April 15, I have been waiting for the $[redacted] refund. I spent a total of 4 hours over the past two days trying to get the refund, only to discover they charged my card again this morning.

Hello, My name is Annette Rogers, and I purchased furniture approximately 45 days ago. I hoped to enhance the appearance of my bedroom on a tight budget through Ashley's products. Unfortunately, the quality of the bed I received does not meet my expectations. The drilled holes in the furniture are misaligned and incomplete. Despite the short time I've had the bed, it is already deteriorating. This situation is disheartening as I have not had proper bedroom furniture for over a year, sleeping on a mattress on the floor after giving up my previous life to care for my unwell mother. I recently resumed work after a year-long break to look after her, moving to a new place in Dover, DE, to start afresh. The instability of the furniture, with creaking sounds and backaches from the sinking mattress, is unacceptable. I seek a resolution to this issue promptly, given the furniture has not even been in my possession for 45 days.

I recently purchased a bed online and upon delivery by FedEx, I noticed that the box had been torn and resealed. Unfortunately, when we began assembling the bed, we discovered that some of the hardware for the bed rails was missing. Last week, I spoke to a representative who assured me that they would send a new hardware packet and notify me via email once it had been shipped. However, I have not received any email and have been unable to reach anyone over the phone. It is essential to receive the missing hardware as without it, we are unable to complete assembly of the bed. My Sales order number is [redacted]26 and the SKU number is B [redacted]-86.

I am delighted with my purchase from Ashley HomeStore. My sofa sleeper exceeded my expectations. Thank you! However, I am disappointed with the unprofessional delivery of my sofa. The delivery men left it halfway in the door, with most of it outside, risking damage due to the rainy weather today. They made no effort to move it inside, which concerns me for future purchases from Ashley Furniture. My email for Ashley Home is ([redacted]).

Hello, I placed an order for a living room set online on 3/29/20 with order number [redacted]12 that was delivered in late April. Despite paying for premium delivery, I received threshold delivery due to Covid-19. I've attempted to contact Ashley Furniture regarding the issue with premium delivery: 4/29: Called twice, was only able to listen to music and take a survey, never spoke with a representative. Tried reaching out online to a virtual assistant, but received no response. 4/30: Did not receive any messages in return. 5/1: Spoke to a representative from the Plattsburgh NY store who confirmed I was entitled to a $[redacted] refund, but unable to credit my account immediately. Was told it would take 48-72 hours for a follow-up, but I have not heard anything. 5/7: Informed the issue would be expedited, but no updates received. 5/11: Left a message after waiting on hold for a long time, no response. 5/15: Called again, listened to music, no contact with a representative. Although I understand the challenges presented by the pandemic, this has been a frustrating customer service experience. I simply want the refund I was promised. Thank you for your attention. Best, C.M. Sent from my iPhone

I am extremely dissatisfied with the products, customer service, and warranty provided. After investing in new furniture for my home, I have been let down by the poor quality. The couches are peeling, chairs are broken, and the kitchen table paint is chipping, all within less than a year. Despite filing a claim with pictures as requested, I have not heard back from a technician as promised. Upon following up, I was informed that my claim had been denied without any valid reason. The lack of support from the company and the dismissive attitude of the customer service representatives have left me feeling frustrated and uncared for. The extended warranty for the kitchen table, handled by a third-party company, acknowledged the poor quality of the product, yet I am still waiting for a resolution. The overall experience with this company has been extremely disappointing, and the reviews I have read only confirm my negative perception.

I received a letter today from Ashley Furniture stating that I owe $1,[redacted].48 for a purchase. When I bought a bed from them, the delivery arrived incomplete, missing the box spring. Despite refusing the incomplete delivery, they left me with the mattress and insisted I had accepted it. The store promised to send the missing part but never did. After multiple attempts and broken promises, they now demand payment for the mattress I did not agree to keep. I feel deceived and mistreated by the store. I urge Ashley Furniture and Synchrony Bank to address this situation fairly. I hope for a resolution in my favor. Thank you for your assistance.

Hello, I recently purchased the Reylow King Bed SKU APK-B555-KBS. It arrived in multiple deliveries after a 2-month wait, which was frustrating. Unfortunately, I encountered issues while assembling it, as the slats do not fit the bed properly. The metal bars are too thick to go through the wood on the slats. Additionally, the supporting blocks of wood are different from what the instructions show, with only one hole instead of three for the support bracket. The black support bars provided are also too long and would lead to an uneven and unlevel installation. This has been an ongoing frustration as I have been sleeping on the mattress on the floor for the past 2 months.

I recently received a King Reylow bed after numerous delivery attempts over two months, which was frustrating. However, assembling the bed on Memorial Day took me three hours, and I encountered issues with the slats not fitting properly. The metal bars provided did not go through the thick wood slats because they were too thick. The instructions indicated that each support block should have three holes, but mine only had one. Additionally, the black support bars were too long, making it impossible to install them through the thick wood. This has left me sleeping on a mattress on the floor for over two months, and I urgently need the correct slats to resolve this issue.