Ashley Furniture Customer Service Issues

I have a complaint regarding my recent order of a sectional sleeper couch placed on April 11. The first half arrived on May 15 with a torn cover. I have yet to receive the replacement cover. I was informed that the second half of the couch would not arrive until June 5, leaving me with only a partial couch while being stuck at home in quarantine. There have been no updates on the shipping of the replacement cover or the other half of the couch. I am unhappy with the service and product and would appreciate a discount on this order due to the inconvenience. Thank you, -CC-, referencing the order placed on April 11, [redacted].

I recently ordered a box spring and when it arrived, the delivery men advised me not to keep it as my current foundation was more suitable. I agreed and asked them to take it back. However, they insisted they couldn't retrieve it and left it in my hallway. They told me the store would arrange a pickup, which never happened. After contacting Ashley Furniture, they informed me they don't accept returns. I feel frustrated as I was misled into accepting the box spring and didn't receive any receipt. Despite reaching out to the store multiple times, I haven't received a response. This experience has left me very dissatisfied, and I will not be making any future purchases from them.

I recently ordered a box spring, but the delivery men recommended that I didn't need it. I agreed, so they left it in my hallway. Despite mentioning that the store would arrange to pick it up, I have not heard from them. I contacted Ashley Furniture, but they said they do not accept returns. I am frustrated as I was misled into signing for the queen-sized box spring. I have tried contacting the store to no avail. I am disappointed with this experience and hesitant to make future purchases from them.

I purchased a box spring, but upon delivery, the staff advised me not to accept it as my current foundation was more suitable. I agreed, and they left the queen-sized box spring in my hallway. They assured me the store would arrange to collect it, which never happened. After contacting Ashley Furniture, they informed me they do not accept returns. I was misled into signing for the unwanted item and didn't receive a receipt. Despite calling the store numerous times, I haven't received a response. I am frustrated and disappointed with this experience and will not be shopping with them again.

I am Jennifer N. My husband visited Ashley Furniture in Opelousas, LA on April 6, [redacted], and ordered a Wynnlow King Bed in Grey, intending to pick it up on April 17, [redacted]. Due to weather, the store offered free delivery. However, they delivered the wrong bed, and when we noticed, the store was closed due to Covid-19. After emails and attempts to return it, no one has contacted us. The store later told us to return the bed, but when we did, they refused to take it back. Despite multiple calls to customer service and corporate offices, we have had no luck. We are seeking a refund and prompt pickup of the wrong bed with order number [redacted], or we may need to consider legal recourse.

I bought a King size bed and mattress for over $2,[redacted]. After a year and two months, the box springs have cracked, causing the bed to be uneven. As the bed was never moved, the damage is not my fault. The box springs broke during the closure because of COVID-19 when the warranty expired. I've been trying to get help, but the store was closed. The Rosedale store just reopened on June 12th. I called on June 15th at 3 pm, and I was told they can't do anything about it. The customer service is poor, and it's unfair. I've been a loyal customer, spending a lot of money at the Rosedale store, but every piece of furniture has broken with no assistance. I hope for a fair solution.

Last week, my husband and I visited your Raleigh, NC store. While browsing, we liked a bedroom set, and Lee assisted us in placing an order. Unfortunately, due to the coronavirus, my husband lost his job. We tried calling to cancel the order but faced long hold times of 21 minutes. Even after calling when the store opened, we were on hold for over 20 minutes. When my husband explained the situation to the person who finally answered, we were informed there would still be a $[redacted] charge. This seems unfair as we couldn't predict this unfortunate turn of events. Despite requesting a corporate address, the person claimed to be from corporate. We are perplexed and seeking assistance with this matter.

I visited Ashley Furniture in Richmond, VA on June 14th and bought an Ashley Loveseat and sofa with the numbers [redacted] and [redacted] using my Ashley credit card. Originally, they promised delivery on July 7/8, but on June 15th, I got a call pushing it to the end of July. When I called the store to cancel, I was told they would get back to me. Despite my persistence, no one reached out. Customer service wasn't helpful either. The customer service manager I spoke to was rude and unhelpful, only insisting I couldn't cancel. Even when I contacted the store supervisor, she promised to follow up by the end of the day but never did. I am frustrated with the lack of communication and want this order canceled promptly. The store should clarify their cancellation policy for future customers to avoid such issues.

On May 30th, I purchased a couch with a scheduled delivery date of June 20th. Not receiving any updates by June 18, I contacted Ashley Customer Service to confirm the delivery. They reassured me that there were no issues with my order. I requested the delivery company's contact details and reached out to them. Surprisingly, they informed me that my couch was on backorder until July 9th and delivery scheduling would occur after. Feeling frustrated by the lack of communication about the delay, I now seek to cancel my order promptly.

I ordered a king mattress back in April with order number [redacted]27. Unfortunately, I have yet to receive the mattress or a refund. I've made numerous attempts to contact customer service, successfully reaching out four times, leaving three voicemails, and sending two emails, but I have not received any satisfactory responses. Although I was informed that the mattress was returned to the sender without my request a month after the initial delivery date, I have not been able to secure a refund as UPS has not returned the item. After speaking with an agent who promised to release the funds in 3-5 days, I am still waiting for the refund three weeks later. This entire process has been incredibly inconvenient for me and my family, especially during a military move. While I understand the challenges of the pandemic, three months is too long to wait for a resolution.

I am reaching out with concerns regarding my recent purchase from Ashley. My spouse and I are frequent customers, but our latest encounter was highly disappointing. We ordered a Deylin bedroom set (Order: [redacted]33), opting for white glove delivery. Upon delivery yesterday, we discovered essential pieces were missing, hindering the assembly. After inquiring about the missing parts, I was informed they might arrive later on the same day or the next, but I needed to confirm my availability first. Unfortunately, they left without resolving the issue. Following numerous frustrating phone calls, transfers, and disconnections totaling over 4 hours, I struggled to get assistance. I was repeatedly asked for part numbers I didn't have and had to explain the situation repeatedly. Eventually, I connected with Juan, a supervisor, who pledged to address the problem and update me by 10am PST on 6/26. However, the next morning, I received no call, and the number Juan provided was invalid, leading to further confusion and irritation. The lack of communication and unresolved issue has left me feeling exasperated. I seek clarity on the next course of action and hope for a prompt resolution.

I recently bought a second set of Hogan furniture upon returning to the USA, as I had loved my previous set that I had while living in Europe. I made the purchase on 7/13/[redacted], with delivery on 24/11/[redacted] to an empty house that was first occupied in February [redacted]. After 4-5 months, I noticed the couch was no longer firm where I sat. Despite attempts to fix it by adding stuffing, the issue persists, leading to discomfort given my herniated disc. This situation is disappointing, especially since I had the same set before and was satisfied with it. Assistance in addressing this matter would be greatly appreciated, as the other two pieces are currently in satisfactory condition.

I placed an order for a dresser on May 20th. Despite multiple failed delivery attempts, I opted to cancel the order. Unfortunately, my numerous calls went unanswered, leading me to leave multiple voicemails promising a return call within a specified timeframe. However, I never received any responses. My online chat attempt was also fruitless as I was left waiting for 12 minutes before disconnecting. As my efforts to reach out remained unanswered, the dresser was eventually delivered. Now, I seek to return the unwanted item that I had attempted to cancel through multiple voicemails. This situation has required me to reach out a total of 8 times and I hope to resolve it promptly. My order number is [redacted]54.

I am Valvetta Diggs. On May 22nd, I purchased the Darcy sofa and loveseat with order #[redacted]. Despite the items being scheduled for store arrival on June 9, I never received a call. After contacting the store on June 15, I was informed the furniture was delayed until July 1. Upon calling on July 1, I was once again told the items were delayed, this time until July 11. Despite speaking with a representative named Zan, the latest update is for delivery on August 14. I am frustrated by the repeated delays and lack of proactive communication from the store. This experience has been disappointing, and I feel mistreated as a customer. The handling of this situation reflects poorly on Ashley Furniture's business practices. Valvetta Diggs

Hello, my name is Cathy Escobedo. I purchased a bedroom set from Ashley about a year ago, and recently noticed paint chipping from the top of the drawer. I was concerned because this shouldn't be happening. Upon further inspection, I found that other drawers are experiencing the same issue. Despite the warranty being expired, I am disappointed as the set was not cheap and we take good care of our furniture. I have a protective cover on top as well. I fear that if the paint is chipping now, it will continue to deteriorate over time. I am upset and wanted to share my experience to caution others from buying this particular set. Any assistance or advice regarding this matter would be greatly appreciated. Thank you for your attention to this matter. - Cathy Escobedo

I bought a sectional sofa on July 6, [redacted], and at checkout, the price didn't match. I was promised an itemized receipt to correct any mistakes, but I only received a general one with a surprise $[redacted] warranty added. After demanding to see the detailed receipt, I felt they were hiding the warranty. Despite being assured of a refund, my credit card statement still shows the full amount. I've been trying to resolve this for a week, even mentioning legal action, with little progress. I lodged a complaint with the Better Business Bureau on July 14, [redacted] (complaint [redacted]6), and have all the documentation prepared for my lawyer, including receipts.

I made a substantial purchase at the Cape Girardeau, Missouri store on 5/24/[redacted]. I was informed that the order would arrive in 3-6 weeks. After numerous phone calls, I found out it wouldn't go into production until November. When I called this morning to check on the status of my $1,[redacted].14 order, they still couldn't provide any information. When we asked about a refund to buy different furniture, the salesperson mentioned a 35% restocking fee for an item that hasn't even been made yet. We are well past the 3-6 week timeframe; why should we have to pay anything? The fabric won't even arrive from China until November, then they still need to make it. We paid a lot for something we probably won't even be able to sit on until next year if we're lucky. There's no reason our money can't be refunded in full. I expected better service from your company.

My spouse and I recently bought a bedroom set that included two nightstands, two dressers, and a king bed frame - or at least that's what we believed we were getting. Upon moving into our new house, the furniture was delivered before our main pieces, leaving us unable to properly set up the bed frame with our mattresses. After eventually assembling it, we noticed significant issues. The bed frame did not support the mattresses correctly - they didn't fit on the side rails, were not flush with the head or footboard, and there was a large gap between the boards. After contacting customer service and having a technician inspect it, new side rails were sent, but the problem persisted. Despite multiple attempts to reach Cindy in the Service department, including sending photos, the issue remains unresolved. My wife, who is eight months pregnant, is having trouble sleeping on this dysfunctional bed frame. We urgently require a replacement that actually fits our mattress. Invoice number: [redacted]0.

I made a purchase online on April 11th for 2 items, but the company converted it to 3 items. Two items arrived in April, but I am still waiting on the 3rd item in August. The issue is that they attempted to ship the item twice without success. The first time it was returned due to a delivery interruption, and the second time it was sent to TEXAS. They now say it won't arrive until September. I'm frustrated by the lack of communication from the company. I was not informed about the shipments or given a tracking number. I had to inquire about my order, and they expect me to request the items again, even though the shipping error was not on my end. Customer service associate Nicki Urbina has been helpful. I expect a prompt resolution for my order REF#[redacted]64. -Dale H.

To Ashley Furniture, I am extremely dissatisfied with the handling of my recent order. I bought P775-[redacted] Marsh Creek Swivel Lounge chairs online, purchasing 2 sets of 2 chairs each (total of 4 chairs). Despite the scheduled and confirmed delivery, only 2 chairs were received, which led to us rejecting the delivery. Numerous attempts to rectify the situation both through corporate and at the local store proved futile due to it being an online purchase. After a second delivery notification promising the complete order, we were left with only 3 chairs, with one being damaged and another appearing used or from the showroom. While we accepted the partial delivery, the incomplete order was still charged to my credit card. I am requesting Ashley Furniture to deliver the missing chair and send a technician to repair the damaged one promptly. Failure to resolve this matter satisfactorily will result in a charge dispute. Your immediate attention to this issue is greatly appreciated.