Ashley Furniture Customer Service Issues

I attempted to place an online order nine times some time ago but received no confirmation email and assumed it didn't go through. I then called the Ashley store in Ocala, FL, and placed an order for my bedroom set over the phone. However, I later received a text from Ashley about two online orders going through and asked if I wanted them processed. I clarified that I only wanted the phone order from Ocala. Despite this, I noticed additional charges on my credit card. The store manager in Ocala directed me to contact customer service as she couldn't help. My order numbers are [redacted] and [redacted], and I want them both canceled. I only want the bedroom set from the Ocala store. I also received two nightstands that I didn't order and need those canceled if not from Ocala. I have reached out to customer service, but I am frustrated with the lack of response. Additionally, I had issues with the assembly of other furniture that arrived around July 1, where four bolts were lost, leading to an incomplete assembly.

Hello! I hope you are well. I have called multiple times and got disconnected during my conversations. I purchased a sofa from your store, which no longer exists, and am experiencing issues with the durabond material on the arms disintegrating. This has caused pieces of the material to fall on the floor, and my puppy has ingested some, leading to a distressing visit to the E.R. I would like to address this issue as it has been quite stressful trying to get assistance. I would appreciate guidance on how to resolve this matter and am willing to provide pictures for reference. Thank you.

My husband and I bought a bedroom set for over $[redacted] and then didn't hear anything further. After six weeks, I visited the store in Lubbock, Texas. I had to go in person as I was put on hold for 20 minutes with no help. The person I finally spoke with in Customer Service was rude, answering personal calls during our conversation. I wanted to cancel my order due to the lack of communication and unprofessional behavior but was told to contact customer service instead. When I requested to speak with a manager, I was informed there was none available. Fortunately, another staff member listened to my concerns and provided an update on my purchase. Despite the beautiful furniture received, the overall experience was so poor that I won't be buying from this store again. Thank you. L.G.

My spouse and I bought a living room set four months ago, which we have been making payments on. We received the couch and chair, but the tables have faced repeated delays. Initially promised for early July, then early August, followed by late August. I have now been informed that the tables won't arrive until September 21st, which I doubt will actually occur. This back-and-forth with delivery dates from Ashley is frustrating. I currently only have half of my living room set up, and this situation is unacceptable. Waiting six months for tables is excessive. If I were to stop paying, Ashley would send the account to collections. Considering these delays and poor communication, my wife and I have decided not to buy any furniture for our new home from Ashley. The lack of updates and assumptions made by Ashley regarding delays are disappointing considering the significant amount of money we spent.

I purchased item #[redacted]09, an end table, on 9/7/[redacted]. I retrieved it on 9/9/[redacted] at the Fairborn OH Pick Up Center. Upon unwrapping the table, I noticed one leg was broken. The Pick Up Center agent provided another set of legs, which did not fit. The spacer blocks were placed differently, making assembly impossible. The staff at the local store advised returning the items, but this involves a 50-mile trip and waiting 45 minutes for a resolution. It would be more practical for Ashley to send me the correct replacement legs instead. Thank you.

I purchased the end table with item number ********** online on ********. I collected it from the Fairborn OH Pick Up Center on ********. Unfortunately, upon unwrapping the table, I discovered that one of the legs was broken and unusable. The staff at the pick-up center provided me with a different set of legs, but after getting home, I realized they were not the correct ones for this table. The legs do not fit due to differences in the placement of spacer blocks which became apparent during assembly. The staff at the local store advised me to return everything to the pick-up center. However, this would require a ** mile round trip and a ** minute wait for an item that was defective upon receipt. I am hoping that Ashley can simply send me the correct replacement legs. Thank you.

I bought a chair at the Ashley store in Santa Fe, NM on 7/24/20 using my credit card. The $[redacted].99 was immediately charged to my account. After multiple delivery date changes, the latest one was set for 10/27/20. We planned to move to NV and requested to change the delivery address. Customer service recommended canceling the order and reordering at a store near our new location. I followed their advice and realized a credit of only $[redacted].00 instead of the full amount. They mentioned a 10% cancellation fee which I found peculiar, especially being charged on the sales tax. Despite calling the store numerous times and leaving messages, no one has returned my calls. I still hope to discuss this issue with someone and possibly reconsider the cancellation and place a new order.

I am writing to express my concerns about my recent shopping experience at your Pineville, NC store in early June [redacted]. I purchased a living room set worth over $2,[redacted], with assistance from Kim. Due to delays in receiving my items, Kim mentioned a $[redacted].00 refund, which she later claimed to have forgotten. After reaching out to customer service, Kim acknowledged our previous conversation and assured me of the refund. However, it has been over a month, and I have yet to receive the promised refund. This issue goes beyond the monetary value and reflects poorly on your store's business practices and professionalism among the managerial staff. Thank you.

My name is Melissa G. I purchased a table online. The account number is [redacted]. I was expecting the delivery on September 24th, but the table didn't arrive and there was no communication from the company. After being on hold for an hour on two separate occasions and not getting any answers, I visited a store to inquire but was redirected back to online support. Although I received an email stating the table would arrive by October 1st, I still haven't been contacted about it. This situation has caused a lot of inconvenience and financial loss, as I had to take time off work to deal with this issue. I'm now asking for a refund of at least the delivery fee of $[redacted].99.

I received a sectional last Thursday, September 24, that I ordered on June 3 from the Ashley store in Springfield, Missouri. I have been trying to contact the store because the sectional I received is gray instead of beige as I expected from the picture. I have called the store at [redacted] multiple times but have been on hold for up to 45 minutes. I spoke to someone from corporate on Saturday, September 26, who said she would send a ticket (#[redacted] via email) to the store to allow me to choose a different color. Despite being promised a call back within 24 hours, I have not heard anything from them. My sales order number is [redacted] and my phone number is [redacted]. I'm requesting that they leave me a message with instructions on how to proceed. Thank you, Elizabeth H.

I received the furniture delivery on 9/23/20 and took it to Boone, NC on 9/26/20. After assembling the bed last, we realized it was a queen, not a full size. I contacted the Greensboro store, and Yolanda explained I needed to return the footboard and rails for a replacement, which would take over 3 weeks. I expressed my concern about my daughter being without a bed during this time. Yolanda promised to call back but was off on Sunday. When I followed up on Monday, she was still unavailable, as was the store manager Chris Awori. After several attempts, my rep Ryan contacted me. Despite delays and lack of updates, I am still waiting for a resolution. Frustrated with the poor customer service at the Greensboro store, I request full size rails to be shipped directly to my daughter in Boone, NC. Ashley's product is good, but the service has been disappointing. I urge a manager capable of resolving this issue promptly to contact me at [redacted] or [redacted]

I am Sydney B. I bought a sofa from Ashley Furniture in Greenwood, Indiana on June 28th. I paid in cash for the sofa and delivery. They promised delivery within 6 weeks. After 4 weeks, I got a message for delivery, but it got canceled. This repeated twice where they rescheduled 30 days later both times. The store found out the warehouse had the sofa the whole time. They promised delivery the following weekend but never showed. I had to get the sofa myself in September, driving 6 hours. They owe me a refund of the delivery fee and a discount they promised but never applied. I want the delivery fee back as cash, not store credit. I have tried to resolve this multiple times with the store without success. Thanks, Sydney B. Acct # [redacted]

I have had multiple disappointing encounters with the management and staff at your store. I am frustrated by the lack of response to my phone calls, which forces me to visit the store in person. Despite multiple attempts to cancel my order, I have been repeatedly misled about delivery. I have lost trust in your business due to these unfulfilled promises. While I understand the challenges posed by COVID, I believe it is essential to hold your management accountable for their dishonesty. I demand a prompt full refund for my product, as I do not wish to endure a lengthy wait. It should be possible to issue a check for me to collect at the store, similar to the payroll process. As someone with 25 years of sales experience, I am aware of common tactics and know that issuing a refund should not require weeks.

Hello, I have always been a loyal Ashley customer and have recommended them to my friends. However, my recent shopping experience has been extremely disappointing. On September 6th, my husband and I bought a dining room table, 4 chairs, and a bench which was mistakenly noted as a chair by the salesperson. Despite multiple attempts to correct the error, our bench was not delivered on October 10th as promised. After numerous calls and a visit to the store, we were assured that the bench would be delivered on October 21st or available for pickup. Unfortunately, the communication regarding pickup was confusing, and the customer service representative was unhelpful and even suggested canceling the entire order. Despite agreeing to a delivery window on October 28th, I received a text today asking to reschedule for November, causing tremendous inconvenience and financial loss due to missed work. This continuous lack of communication and disregard for customer satisfaction is unacceptable. I am considering canceling my order and finding a company that values its customers. Can I simply pick up the missing piece or should I return the entire set and look elsewhere for better service? Your prompt attention to resolving this matter is greatly appreciated. Sincerely, Megan V.

I contacted Ashley Furniture in Milpitas, CA to have a service technician repair a faulty recliner chair. The technician diagnosed the issue as a faulty button switch and motor. He ordered the necessary parts, which were supposed to be shipped directly to my home. He instructed me to contact him upon delivery so he could come and replace the components. This was on October 3rd, and he anticipated the parts would arrive within 4-5 days. However, as of today (11/3), the parts have not been received. I am unable to reach the technician directly as I did not obtain his contact information. I have tried contacting Ashley store and customer service without success. Any assistance in obtaining the technician's direct phone number or guidance on the next steps would be appreciated.

I placed an order for a sectional in November [redacted]. One of the cushions has started to rip at the seam. I tried to utilize the warranty I purchased, but after a year of back and forth, I found out that they don't cover seam rips, only those in the middle of the cushion. Now, I am simply trying to buy a new cushion for the chaise part of the sectional, but I am struggling to find the right contact. I have reached out to numerous numbers, but have been stuck on hold for hours without any luck. I have been a loyal customer of Ashley and I am willing to pay for the replacement cushion, but I can't seem to get a hold of anyone. Any assistance would be greatly appreciated.

Dear Administration Team, I hope this message finds you well. In May [redacted], my spouse and I made a purchase from your website and a local store. We anticipated delays due to the pandemic. When the furniture finally arrived, it did not meet our expectations in terms of style and quality. We have reached out to several representatives through email and phone calls about this issue to no avail. Despite a representative visiting our home and confirming the problem, we were informed that nothing could be done to improve the situation. I have attached photos for your reference. We are disappointed and frustrated with this situation and hope for a resolution before considering legal action. Specifically, we are requesting for the bottom exposures of the furniture to be covered with fabric to enhance its appearance. Despite promises, no action has been taken to rectify the situation. Your prompt attention to this matter would be greatly appreciated. Thank you, Dianne Lewis

Dear Administration Team, I hope this message finds you well. My partner and I bought furniture from your website and a local store in May [redacted]. Despite expecting delays due to COVID-19, the furniture's quality did not meet Ashley's Furniture High Expectations on style. After speaking with several representatives by email and phone, a technician visited but could not resolve the issue. I have attached photos for your reference. I am seeking a solution from your team before involving legal assistance, as I am frustrated with the process so far. Specifically: 1. Requesting fabric to cover bottom exposures, although the representative stated nothing could be done. 2. Being advised to accept the purchase as is, even though within the 48-hour window for large chair issues. 3. Missing flap on the truck which should come with new chairs. I am asking for the appearance of the furniture to be improved. Please address this matter promptly. Best regards, Dianne L. [redacted]

Hello, I placed an order for a couch, loveseat, and accent chair at our local Ashley store in early August. Unfortunately, we still have not received the items. It's frustrating since we were expecting a two-week delivery as promised, and it's been 5 months now. We've been without furniture since we disposed of our old set. I've been at the store for 2 hours seeking assistance, but haven't received any help. Due to this delay, we have bills piling up, and it's challenging to make payments for something we haven't even received yet. With Christmas approaching, it's crucial to have furniture for our family to gather around. I hope to find a solution to this issue soon.

Subject: Disappointed with Recent Purchase and Return Process I am reaching out regarding Sales Order [redacted]86 for the pillow I purchased from Ashley. After receiving the product, I was dissatisfied with both its poor quality and size, prompting me to return it. Upon contacting customer service for return instructions, there was a misunderstanding regarding the process. Initially, I was told that a barcode would be sent to me via text and email to facilitate the return at UPS. However, upon following up due to not receiving the barcode, I learned that this information was incorrect. Instead, I had to bring the package to UPS along with the packing slip for the return. On December 7, [redacted], UPS charged my Visa $11.81 for the return. The tracking number is 1Z208WY[redacted]8, and the Shipment ID is MMGATASTTP2X8. I am hoping for a refund of the item's cost to be credited back to my account. Thank you, Jeanette