Ashley Furniture Customer Service Issues

Subject: Disappointing Pillow Return I, Jeanette Hong Ting, am writing regarding the return of the toss pillow due to its disappointing quality and size that was charged to my husband's Visa ending in [redacted]. I incurred a UPS charge of $11.81 for the return shipping, which was initiated on 12/7/[redacted]. Despite contacting Customer Service, I faced confusion regarding the return process, including the retrieval of a barcode. I have resolved the duplicate charges and currently have one pending charge of $51.89. To prevent any future issues with this return, I am seeking written confirmation. Your prompt assistance in this matter is greatly appreciated. Thank you, Jeanette Hong Ting

On December 13th, my spouse and I purchased two side tables. Despite the $70 delivery fee, we opted to have them sent to the Orchard Park, NY store. We were initially told it would take 7-14 days. I contacted the provided number on December 26th, and was informed they'd arrive Monday or Tuesday. When I tried calling on Tuesday and received no response, I left a message. Following this, a remote worker called to say they had been delivered. Upon arrival at the store, the tables were not there, and promised a callback the next morning. Despite further attempts and delays, the tables remained undelivered. Subsequently, I contacted corporate on December 31st but got disconnected while on hold. The prolonged inconvenience and poor communication have left me dissatisfied with the service received. While I had intended to purchase a bedroom set, the ordeal with the side tables has made me question whether it's worth the hassle.

I placed an order on 10/13/[redacted] for delivery on 12/10/[redacted]. Despite making four calls regarding the delivery, I faced numerous issues. After being assured of a January 13th delivery, I spoke with Rose on Tuesday, who was unhelpful and rude. She rescheduled the delivery for Saturday but failed to follow up as promised. Subsequent calls revealed the delivery was not set, with the earliest slot being on Tuesday. Having removed our old couch as per the initial assurance, we were left without furniture for our upcoming guests. Attempts to cancel the table from the order to speed up the couch delivery were met with further delays. The service from Ashley Furniture has been deeply disappointing, leaving us regretful of our decision to order from them.

My sofa order number is [redacted], and you can reach me at [redacted]. Back in June 16, [redacted], I bought a sofa with Guaranteed In Home Delivery. The first delivery was a mess as the sofa didn't fit through my door, leading to a rescheduled delivery. In November, the sofa started squeaking, and further inspection revealed a hidden hole. Despite attempts to fix it, the issue persists. I've spent a frustrating amount of time contacting Ashley Furniture's customer service, looking for a proper solution to this ongoing problem. At this point, after dealing with the troubles for more than seven months, I consider myself entitled to a full refund, store credit, or an exchange due to the manufacturing defects with the sofa. I eagerly await a prompt resolution to finally put this sofa ordeal to rest. Thank you for your attention to this matter.

In November, my family and I visited the Ashley Furniture Superstore in Ocala, Florida to purchase a couch and loveseat. We fell in love with a set our friends had, so we ordered what we thought was the same one. When it arrived on January 18th, we realized it was different and uncomfortable for me due to the headrest not fitting properly. I contacted Kindel Anderson, the salesperson, who explained their return policy. Despite my efforts to exchange it, I have faced delays and conflicting information about returning the furniture. I patiently waited for a resolution, but it has been almost two weeks with no clear answer. I am hoping to swap the furniture for one that suits my needs and eagerly await a response.

On November 30, [redacted], I made a purchase at your LA store located at [redacted] S Broadway. Today, on February 10, [redacted], the items, including item APK-[redacted]-2L 2 PC LAF Sectional, were delivered. We specifically requested through our agent Jacob Perez that the corner chaise section be on the left side of the couch when seated, but unfortunately, it arrived with the L shape on the wrong side. The couch does not fit in our space as expected, and we even have photos of the correct orientation from the demo room. The mover mentioned a 7-day return policy, so we are hoping to find out how soon this mistake can be rectified and receive the correct couch with the long corner piece on the left-seated side. If there are alternative solutions available, please contact me promptly. I appreciate your immediate assistance in this matter.

My son collected my table and chairs from the Wells Street pick-up location yesterday. Unfortunately, the table was damaged, and I believe it's not the one I originally ordered. I don't have the order number yet as my son has it. The table I purchased on January 3, [redacted], was supposed to have a durable formica top that could withstand heat. However, the table we received has cheap wood-like material that is chipped at two corners. The chairs are also uneven, with only one properly assembled. I'm struggling to send pictures as they are on my phone. If needed, my cell number is [redacted], and home phone is [redacted]. Your assistance in resolving these issues would be greatly appreciated.

We purchased two sofas and a living room set with tables from you in the past and were pleased overall, despite minor issues with the sofa pillows. Recently, we bought a master bedroom set which arrived on December 7th. While the nightstands were fine, issues arose with the dresser, including missing wood, doors not closing properly, and dents. After a technician's visit on December 29th, some problems were resolved. However, new issues emerged later, such as mismatched feet on the headboard and a splinter protruding from it. Additionally, a persistent bad smell in the tall dresser remains unresolved after multiple attempts. Despite a technician coming on February 11th and attempts to address the odor, the problem persists. We are frustrated that after three months, we are still unable to use the dresser properly and worry about how to explain this situation to visitors. We expected a smoother delivery and better quality furniture from a reputable brand like Ashley. Thank you for your assistance in addressing these ongoing concerns. Best, Vanise.

In the summer of [redacted], I bought a sectional. Despite delays, I eventually received it, but it had a tear and didn't meet my expectations. I returned it the same day and selected a different one in September [redacted]. However, as of March [redacted], I have not received the replacement. I ceased payments due to the non-delivery and now wish to cancel my order entirely. I prefer not to receive the couch and want the credited amount to be refunded to me. Thank you.

Hello, I bought an outdoor furniture set from Ashley Furniture on 5/19 along with a five-year comprehensive warranty. Unfortunately, within four months, one of the couch frames broke and later another one bent. Despite submitting a claim with the warranty company, it was denied citing that "normal use issues aren't covered." I have pictures illustrating the damage and believe it's due to a design flaw. I am seeking advice on the next steps to take.

We recently bought a sofa and love seat from Ashley Home Store in Jensen Beach, FL. The order can be identified by the number [redacted]. After the delivery on Tuesday, we discovered that the love seat is missing the four supports/legs. Despite reaching out to Ashley and getting in touch with Customer Service, we were unable to connect with them due to a missed call. We tried calling back per the voicemail instructions, but have had no success in getting through. We are still waiting for a call back from a Customer Service agent regarding the missing parts for the love seat.

Regarding customer code [redacted] and sales order [redacted] made on 07/01/20 by Sam Watts from [redacted] Catawba St., Belmont NC [redacted], phone [redacted], email [redacted], with Home Furnishings Consultant Ashtyn Zimmer. We recently discovered a defect in the 60-inch round dining table purchased from Ashley. The base is not securely attached to the center column, causing instability and rotation. After speaking to an Ashley representative, parts were ordered, and we now have them. We are requesting a prompt repair visit by your service personnel to resolve this issue at our earliest convenience.

My delivery was scheduled for 3-25. I was informed that I would receive a call when the delivery was on its way. Unfortunately, I didn't receive a call and upon arrival, the delivery truck couldn't navigate my driveway. Despite warning the delivery team about the wet ground due to rain, they attempted to drive through and got stuck, leaving deep ruts in my yard. My neighbor had to use a tractor to rescue the truck. The delivery team then decided to carry my furniture to my house. However, I was shocked to see one of the team members moving my headboard with no protection from the wet ground. Eventually, they asked my friend to help them with the delivery. I had to leave for work due to the delays and inadequate service. I'm very disappointed with this experience and am now wondering if the company will repair the damage to my yard caused by their mistake and reimburse the delivery fee, considering I had to assist in the process. This has been the worst delivery service I have ever received.

I recently bought a leather recliner from Ashley Home Furniture, which was delivered on March 10. However, a few days later, I noticed a loud popping noise from the left armrest. Despite reporting the issue to customer service, I have been met with delays and unfulfilled promises of callbacks within 24-72 hours. Frustrated by the lack of communication, I visited the store and spoke with my salesperson, who suggested contacting the toll-free number instead of the local one. Subsequent attempts to address the issue have been met with further setbacks, including incorrect information about supposed voicemails left on my phone. Despite my repeated efforts to have the chair repaired or replaced, the resolution process has been incredibly frustrating and unproductive.

I recently purchased a sofa and love seat from Ashley Furniture's website. Initially, the items were shown as in stock with delivery promised within a week. I received a confirmation email with an order number but did not hear back regarding the delivery schedule. After multiple attempts to contact them, I was informed of a delivery date for April 8, only to later be told it was rescheduled for April 17 with no specific time provided. Despite the order indicating a potential 8 to 12-week delivery window, I have not received any concrete information. Ashley's customer service promised a callback within 24 hours, which did not materialize. As I have guests coming and uncertainty around the delivery persists, I am considering canceling the order and requesting a refund on my credit card. Your assistance on this matter would be greatly appreciated.

Subject: Concern Regarding Purchase I am reaching out to express my disappointment with my recent purchase experience. The delivery process was quite chaotic. Despite the scheduled delivery window of 2-5 pm on Wednesday, the delivery team did not arrive until almost 8:00 pm. There were multiple changes to the delivery timing, creating confusion. Additionally, due to time constraints, the delivery team rushed through the setup, leaving the furniture placement incomplete. Moreover, upon examination post delivery, I noticed several chips on the furniture pieces. Despite assurances of a follow-up for repairs, I have not received any communication yet. Furthermore, I was surprised to discover that the furniture was manufactured in Vietnam, contrary to the information I was provided by the salesperson and manager. Given the emotional significance of Vietnam to me, I am disheartened by this miscommunication. Although the furniture is now in place, I wanted to raise my concerns about this discrepancy. Thank you, Janice K.

I bought furniture from Ashley Furniture, and the whole experience was a mess. Despite many calls, I finally got the delivery after weeks of waiting. The delivery did not go smoothly either. The team left the furniture at the curb and initially refused to bring it inside. Eventually, they came back, but still didn't bring it into the house as agreed. My wife and I ended up moving the [redacted] lbs of furniture inside ourselves. To make matters worse, I received troubling text messages from someone at Ashley Furniture. I hesitated to report it due to safety concerns, but I think this behavior needs to be addressed by the company. I'm willing to share the messages once I hear back from you.

I purchased a set of sheets and a mattress protector. The mattress protector is fine, but we struggled to get the sheets on the bed. The fitted sheet was particularly difficult. Furthermore, the sheets are not the gray color I selected; they appear more blue. Unfortunately, my husband discarded our old sheets before we realized this issue, and I washed the new ones pre-use as usual. It's my first time needing to return sheets. I find it impossible to live with these sheets as they are only halfway on the mattress due to the challenging fitting process. My order number is [redacted]97.

Hello, my name is Michelle DeHainaut and my order number is [redacted]91. I purchased a dreamur dresser, a dreamur chest of drawers, and a dreamur nightstand on March 30, [redacted]. Unfortunately, the nightstand arrived broken via FedEx, but I have since received a replacement. However, there seems to be a discrepancy as one item is still showing as pending delivery even though I have received the replacement. The main issue is that I received an email indicating a hassle-free home delivery for May 19, but no one showed up. After contacting Ashley Furniture, I was informed that the delivery might be as late as June 16. Strangely, my online account now shows a delivery date of January 1, [redacted]. I am confused and frustrated about the delivery process, as I have already taken time off work. I seek clarification on the status of my order as I am considering canceling and shopping elsewhere.

I am extremely disappointed with the furniture delivery service I received. My furniture arrived unwrapped on a dirty truck with stains on the love seat. The drivers handled the couch carelessly, leaving it on its side and spinning it around while removing protectors. As they brought the couch in, they stained it again with dirty hands and damaged the bottom wood trim. To top it off, one of the pillows was torn with stuffing coming out. Despite these issues, I have not received any updates on a replacement. When I called customer service, I waited for an hour only to be abruptly hung up on. This level of service is unacceptable.