Contact Ashley Furniture Corporate

Possibly the worst customer service that I’ve ever experienced from a store manager as well as his employee Algonquin, Illinois Ashley Furniture. Promised the world to us and after being paid completely forgot about us as well as we have been waiting for a refund check for at least a month and a half. Took her $12,000 and promised us hold the furniture of the prices ever went down we would be refunded. They also overcharges for Furniture than what the stated price of it.

I purchased multiple items from the Columbia store, unfortunately. The salesman lied about the items I was paying for. I pointed out the items I wanted, wrote them down, reviewed the order with the salesman. He lied about the names of the items because he realized I was not going to purchase anything if the items were above a certain price. So, he convinced me that all of the items were in the order for the price that was within my budget. When I received the items and was missing a crucial item, I immediately brought the issue to management. The store manager (TJ) said he agreed with me and I was entitled to “compensation” or money toward adding the item I actually wanted. Now that I’m in the position that it would cost me money to return the other items, I thought “compensation” would at least help me get the item I initially wanted. After I had to follow up multiple times, finally I’m told the warehouse manager (Mohamad) has decided I will not receive compensation and I should have checked the item numbers myself and it isn’t his fault the salesman lied. I called the head office in Brandywine (since this Ashley is a franchise and not a part of the corporate chain) and was told by a representative that they understand, agree and I would hear back within 48 hours to receive compensation. It’s been 2 weeks and they don’t return calls.

About a year ago I received gift certificates given to me from an employee to make up for a customer service issue. The issue was small and I wasn’t expecting anything at all so I thought it was very nice of him.

Fast forward to the time I was ready to use them and the Eau Claire Ashley employees gave ME so much grief about using certificates THEIR employee gave to me. From the sounds of it, this employee most likely left on bad terms so no one was happy that I had these certificates in my possession. I called ahead and asked if I was allowed to use all 4 at the same time. The woman I spoke with said yes. I asked if I could still use them even if the employee didn’t work there anymore, the woman said yes. When the time came to use them I called ahead to see if I could order the item because I would be passing through Eau Claire, as I no longer live there. I was told I could not use it on sale or clearance items. **Let me note that it doesn’t say that anywhere on my gift certificates. So I really should have got whatever I wanted. Next the general manager said he needed to speak with the woman I spoke with about using them and he would get back to me before I passed through. Apparently I spoke with Eva and she was on vacation and he wanted to make sure that everyone was on the same page. Well Rob never got back to me and I had to call the store twice asking to speak with him. Luckily Victor met me in the middle and let me use them on the lamp I wanted but I had to pay the full price versus the online price which was about 60 dollars more...

The lamp came in the mail and there were glue marks and paint chips. I called and spoke with Eva again and she asks me to send her pictures and she will get back to me the next day. Of course she doesn’t and I have to call her to follow up. She said she would send me a shipping label to ship it back and then they would send out a new one. Well a week went by and no label. I called to check in with Eva and she said the label just went out that day. Well it’s been another week and still no label. I’m so frustrated that no one sticks to their word, no one touches base when they say they will, and now I have a lamp that I paid $60 too much for, sitting in the box in my living room for the last 2 weeks until I get this shipping label.

On July 9th 2019, I purchased a Porter Sleigh Queen bed and nightstand for $1404.00 cash and scheduled a delivery date for Saturday July 13th 2019. The salesperson was Junior Pitaso. As Saturday approached and I moved into my new house I didn't receive a call regarding my delivery. I called customer service where they contacted Junior and he said he had a family emergency and forgot to schedule my delivery. He then asked if I wanted the delivery on Tuesday which I would have to miss a day of work. Then he said he could send it next Saturday. I declined and asked junior to cancel my order and give me a refund. I called customer service again to request a refund and cancellation. I was told it would be done and I will get a confirmation email. Well I did not receive that email so on Sunday morning I called customer service again and asked was my order cancelled and the woman replied no it's on layaway. How can it have that status when it's supposed to be cancelled. Now when I asked for the email to make a complaint they finally cancelled my order. I don’t know what kind of business or games Ashley furniture is playing with my funds but this action is very unprofessional. For my first time purchasing from Ashley it was a horrible experience and I will never purchase at your establishment again. I will also give a negative rating on every social media network any chance I get. No person should be treated like this especially working individuals. Now I have to wait 10 days to receive my refund which put me in a bind for purchasing from another store. I should get a rapid response to this situation. I will forward this email to my attorney.

First, let's start with all the TERRIBLE reviews without any response from this company! WOW!! Ordered a recliner on 6/29/19, told the sales person at the time, late afternoon deliver would not work. Received an an email on 7/16/19 wanting to delivery on 7/18/19 between 3:15 pm and 7:00 pm, When I called to tell them this would not work, the person on the phone pretty much told me I was "screwed", if I wanted the chair I'd have to make this time frame work. When asked to speak with a supervisor, was told it would do no good and she would not transfer me. I then called the store of purchase (BRENTWOOD TENNESSEE) to cancel this order, was initially told by the first person, she was the only one working in the store and she would have to take my name and number and get back with me.Huge store, no way one employee. When I refused this option, I found myself on hold, for 15 minutes. I hung up and called again, after the phone rang 32 times, someone eventually answered and promptly put me on hold again. Finally, after another 15 minutes, someone else came on the phone with attitude, said that she had the order cancelled. Was not feeling confident at this point, called the bank to cancel. The next day, I called the store again, just to confirm the order indeed had been canceled. No one answered the phone from 10:05 am thru noon, at which time I called the corporate office. NOT ANY BETTER! I was on hold for over twenty minutes before I spoke with two different people. Really??? How hard is this! After a lengthy conversation, she put me on hold to call the Brentwood store, in the mean time, she disconnected our call!!! Do you you think she had enough sense to call back, that would be a NO! This is the absolute worst place and customer service I have ever dealt with. I will never step foot in another Ashley store and I will be spreading the word! Go down the road to Lazy Boy or Signature or just about anywhere, JUST NOT AN ASHLEY STORE

I purchased this chair in November of 2018 and the arms have collapsed. There is clearly no cushion in the arms. Ashley refused to replace them even though I have a warranty. I have attached pictures of the chair. This chair was clearly poorly made.

As I sit typing this comment, Ian on hold for the second time, the first time after 4 min. I was disconnected.
I purchased a chair for my 90 year old dad who has a bad back, the salesperson said it would be delivered Friday
July 12, 2019. It was deliver but had no legs, the deliveryman said it would be to weeks before they could get the legs
and ask " Do you want it" ? My dad said no not without legs.
I called the store where we bought it to ask them to give me a credit so I could go buy another chair, the salesperson Alexas
to me no, I would have to come into the store, I explained I lived 2 hours from the store, she said it was store policy.
I ask to speak to the manager, Alexas said "no" he was busy.
I called the Corp. office or Ashely and spoke with Jackie, she that they should have given me a credit over the phone
she gave me a case number and said she would call me back after getting in contact with the store. Jackie did not call me.
I called my bank Wells Fargo and put a stop payment to the chair, they gave me a case number. I thought all was
done. on Saturday July 13, 2019 I went to Bassett furniture store and bought a chair.
On Monday July 15th, I get a text that Ashely was delivering a chair between 1- 4:00. OMG ?
I replied STOP to their text.
I have been on hold now for more than 10 mins. with Ashely.
WHATEVER YOU DO, DON'T BUY FROM THIS HORRIBLE STORE!!!!

This past week I order a 5 piece bedroom suit which did not include 2 night stands. I order the night stands separately. I paid the charge for set up and delivery which I thought the set up and delivery would be for the 5 pieces since it was sold as a set.I truly understand the night stands being deliver by UPS separately, but to pay $198 for the delivery and set up to attached a mirror that took less than 15 minutes from the time taken off truck until the guys left is totally not acceptable as after placing order seeing that the queen headboard/footboard, rails will be deliver by UPS and the responsibility is on me to pay someone else to put together. I am very disappointed in Ashley Furniture and do not think I will continue to do business with your company if changes are not made to your policies.

Karen Daniel
Order No: 72500218012202

I received 2 bar stools damaged , Ashley is not answering my mails regarding the problem, I sent them more than 10 emails in the las 4 days.
ORDER NUMBER: 72500215895201

This is the second time I have shopped at the location in Live Oak TX. The first time was for a bed that could not be delivered until after the 14 day return policy. The bed was delivered and was damaged during installation. Since it was passed 14 days the store refused to do anything. This time we purchased another bed that was supposed to come with storage draws but instead was delivered with a trundle. We called the store store and they told us they would have the correct item delivered on July 10. We had someone wait at the all day and when no one called or came by, my husband had to go to the store. He spoke to the new manager Jessica and she told him that we could get the piece we wanted after the 14 days. Again if the piece comes in damaged or not at all am I again suck with something I didn't want. Is this a standard sales tactic of your company to make sure your customers don't get their purchases until after the 14 days, this way we have no course of action if there is a problem. I really do not expect a response or resolution for this issue as I feel your company does not care about your customers, but I will be following up this issue with my local better business bureau as well as informing my friends and anyone else who will listen of the poor customer service your company always provides. Remember word of mouth is the best advertising a company can have.

Worst experience ever!!!! Purchased a couch, loveseat, 2 chair 1/2’s and a ottoman on 6/7. On 6/26 we get a call from automated system that service will be delivered 6/29 between 2-5. On 6/28 receive a call from a woman that informs me that one of the chair 1/2’s and ottoman is on back order. Unable to talk further my husband calls back just to find out that the information provided earlier on the call was incorrect and that neither chair 1/2 or ottoman is in stock so it would be back ordered and won’t be available until 7/6. I call the company after he informs me of such and advise them to cancel the 2 chair 1/2’s and the ottoman but to deliver what they have. Friday 6/28, I get confirmation from the o’fallon, IL store confirming the cancellation of the 2 chair 1/2’s and the ottoman. Saturday 6/29 comes we miss a going away graduation party waiting on furniture. I call at 4:37 just to be told someone rescheduled our delivery until other furniture comes in. Well we canceled that furniture that wasn’t in stock. So, who decided to reschedule without letting the buyers know?

We purchased a recliner and sofa from your Fredericksburg VA location in April or May. We had issues with the recliner, we voiced those complaints two and a weeks after purchase because we were away immediately after delivery. The chair sits cockeyed. A technician came out to inspect the chair. We were not notified our three hour time frame so our entire Saturday was spent waiting. I had to call for our three hour window. The technician came and said it was a manufacturing issue. We told him we wanted a new chair. He gave us the impression that is in fact what was going to happen. We went to the store and choose a different more expensive chair as the replacement, only to find out that they were sending a part to our house, for a technician to come and install. So we set up the appointment and once again did not receive notice of our three hour time frame so the technician was not able to get into our gated community, therefore our chair was not fixed. I called the store on the following Monday was transferred five times to different people when finally the fifth person said they would find out what was going on and return my call. Here it is the following Friday and I just called them. We are very dissatisfied with the service we are receiving. This issue is months old and for a month I have had a three by three foot box setting in my entryway. They are now coming on July sixth, which again throws us into another month. Evidently your company has a lot of complaints if i have to sit for three months to have my chair fixed. I'm not sure what the issue is, but i do know the customer service at your Fredericksburg VA store sucks. I have shopped at Ashley for years and had no issues at all so i know that good customer service does in fact exist at some of your stores, but certainly not your Fredericksburg VA store. I now have an appointment next month. I certainly hope that this issue is resolved. If not I expect nothing less than a new chair. I appreciate your time and look forward to having this issue addressed and resolved.
Sincerely,
Robin Pitts
James Dent

HELLO I PURCHASED A SECTIONAL OCTOBER THEY SAID THEY HAD ALL THE PIECES TO THE SECTIONAL I DIDN'T GET MY FURNITURE UNTIL DEC3RD OK AS SOON I GOT THE CUSHIONING STARTED GETTING FLAT THE ARM REST IS CARDBOARD FILLED THE CHASE ARM IS CARDBOARD I SIT DOWN ON MY BACK U HERE LIKE SOMETHING BROKEN OK I CALLED 4 TIMES A REPAIR CAME RIGHT HE SEEN ALL THE PROBLEMS WITH THE FURNITURE 5 DAYS LATER I GET A SHIPMENT OF PILLOWS FOR FURNITURE NONE BODY CAME OR CALLED ME BACK I'M SO FRUSTRATED ABOUT THIS I DIDN'T MAKE PAYMENTS I GAVE THEM CASH MONEY I DONT KNOW WHAT TO SAY OR THING NOW RETURN MY MONEY OR SOMETHING THIS IS WAY OUT OF ORDER MY NUMBER IS 4148402689 SONJA COLEMAN THEY HAVE PICTURES OF THE FURNITURE SIR OM LOST FOR WORDS

Tried to return my couches because the color wasn’t what they showed when I bought them and they didn’t fit in my living room. Went back to the store the next day and pretty much told me I was stuck with them and there was nothing they could do for me.

Ordered a rocker recliner; first scheduling was done for a when I would not be home; made numerous phone calls to correct and explain my work schedule so that it was understood..
and I was told noted in my file..
that I would only be home on their delivery days of the week by 1pm. The following week I received a texts, phone calls indicating that they had rescheduled my appointment for the following Tuesday from 8 to 11 am; at this point I've given up & I'm not going to go through more phone calls. If someone was paying attention they would have made sure that the delivery schedulers understood my schedule and planned it accordingly. To add insult to injury when canceling the order I was told that I would have to pay a 10% fee. I disagree since my difficulties in receiving the furniture were related not to my errors but to those of Ashley Furniture. Very doubtful I will ever step foot inside an Ashley store again, much less make a purchase from them...one
very dissatisfied customer!

We ordered a dining set, mattresses, and living room set. On delivery, one end table was broken and our coffee table was not available, so we had to decline delivery of the end table and now wait a month for a new delivery of the new end table and coffee table. Ondelivery day for the tables, the delivery person told me the cocktail table was broken and we now had to wait for a replacement. How is it possible for a huge, experienced furniture company to have such poor results with furniture? They deliver constantly yet they do not ensure the pieces aren't garbage before delivery day? This is unacceptable and very frustrating.

I wish I could give them 0 stars!!!!!! THEIR Customer service was HORRIBLE and Extremely unprofessional.. THEY need NEW STAFF at the Concord Pike DE location. My husband and I were finishing our purchase order on Saturday and the woman in the finance department gave us an attitude immediately. She got smart with a few of her coworkers as well, one coworker even told her (and I quote) "you are in front of customers shut the F up" that's how bad it was. She told me what my balance was and I handed her my card and I told her this is for my balance, then she entered my card information in the computer printed me copies of the receipts and told me everything was taken care of. Then I received a call the next day, informing me that they never submitted my payment and we have to go back to the store if we want our couches to be ordered. WHAT?????? So, my husband and I had to return back to the store to pay for our furniture that we thought was taken care of the day before. Of course we are disappointed how this transaction was handled. My husband walks in and we met Hector the only professional person in this store, then the manager gets an attitude immediately and tells my husband to keep his voice down when he wasn't speaking loud at all. My husband apologies because we have manners. The NO name manager, he never introduced himself, goes over and pulls up our information as we explained to him how we were treated the day before and Hector agreed with us. While he is reviewing our information, he gives us an attitude and then says very arrogantly "What were you doing today since your time is SOOO Valuable" WOW my chin dropped. I know that's when my husband had enough!! My husband got offended because of the attitude and unnecessary comment from the manager, and my husband tells him "you just gave me an attitude" then the manager FREAKS OUT, gets loud and shouts to my husband "I was going to give you a couple of hundred off but since you don't want to tell me what you were doing I'm not helping you." My husband apologies again and tells the manager "I work 60 hours in 4 days, I have little time to get ready for a family event, so my time is very valuable to me" Then the manager insist that this was my husband fault and runs from behind the counter and gets in my husband face to the point that my husband has to stepped back. He was trying to intimidate my husband. He tells the manager sir you need to get out of my face. The manager did not step back and continued to point in my husbands face. The manager yells at us your order is now cancelled and tries to kicks out of the store, but I stayed and asked him to please provide me with a canceled order receipt. The manager yells at us again GET OUT of the store I explained to him that I was not leaving until he provides me with a receipt that shows that my order was cancelled. I do not trust him at this point. The manager then RUNS out of the store to go smoke a cigarette and then gets in his vehicle and leaves, meanwhile I'm waiting for my cancellation receipt. We finally received it and I asked the woman what the managers name was and she said NO that she was not giving us his name, then co-worker said you are not getting any names. That's insane NO ONE was wearing name tags... PLEASE DON'T GO TO THIS STORE, I WILL GO TO headquarters with this no one should go through this experience while shopping in their store for furniture and spending thousands of dollars. I really thought that my husbands was going to get hit by this manager. The only positive thing that came from this was that we saved thousands going to Raymour and Flanigan after this experience and bought a better sectional.

My tables delivered with Mark's. Filled in with black marker, TABLE IS GREY.delivery driver did it and called service. 1 chair with crack, 1 missing button on other. Garage sale appearance . Customer service just goes around n round service dates? They dont show up

My wife and I purchased a sofa set on 5/7/19 it was delivered on 5/17/19. My wife called the store on 5/19/19 and spoke with someone from the store and told them that we weren't happy with the sofa set and they said they would call us right back but no one ever called.So the following day my wife called back and spoke with the manager Maria and she said that there wasn't anything that she could do, I have two Herniated disk in my back and this sofa set is really causing me a lot of pain. My wife explain to them that we wanted to upgrade the sulfur to a more soft the one But they insist that there was nothing they can do very disappointed with Ashley furniture.

Ashley furniture is a fraud!!! I purchased furniture the sales person said, l had six months no interest to pay it off. I get my first bill, l see interest on the bill. I contacted customer services, l went back to the store and spoke with a manager, repeat. To be told the sales person made a mistake and for that he was fired, yet, l am still paying interest. It’s been one month, l am still dealing with the same issue. Oh, to top it off the furniture is still wrapped in its original plastic. The moving people never put it together. It was my worst experience purchasing anything from this store. I will go back to bobs furniture!! A very angry customer.

I wish I could give this place 0 star... when We stopped by around 2 pm. There are 5,6 sales peoples there not doing anything and only few customer was there. 2 sales associate was helping customer at that time.while We looking around, one associate walk by and she told us items are 50% off and left. She didn’t give us other info but she was with other customer so we kept looking around. She walk by again while later and she asked me if we have any question, I told her I’m fine right now because we were still looking. Other associates were not even greeting us. Felt like they were ignoring us or no interest to sale anything at this whole time. Me and my husband were joking about they must not commission base. (There are no engagement with customer at all) Anyway. So when we found one, I want to talk to the lady who told us about 50%off sale because she was only associate said something about it. But I couldn’t find her at that moment so when other associate come close I was going to ask question but he came to ask about our business and want to get our business card! (We were wearing jacket that has our business logo on it) and after he get it he left... there are no “Do you have any question?” Or “Did you find anything?” ... nothing.... before I want to say something he was gone... then finally When I found her, I asked question and she told me again that items are 50% off not much other info And she said I’ll be back after help someone else. We said ok and waited about 20min. She never came back so I looked over where I thought she was and I found that she was just chatting with one of associate. Few other associates come by while we were waiting but didn’t even looked at us. We started frustrated so we left! We were little upset about how they were but we really liked that items so decide to get it in next day. Went back at 10am. Different associate was there and greeted us. And we asked about 50%off. Then he told me that was just yesterday 12 hours deal. And he said they should mention that yesterday to everybody. Well.. they didn’t say anything about yesterday 12 hours only !!!!! I told him how it went yesterday. He kept saying “ if there were busy” ... no. It wasn’t busy at all. But also he didn’t even try to do anything about it. Im not saying give us same deal but was not our fault we missed sale. I work retail I know customer service. Even you might know nothing you can do.. try to do something. Show customer you care. This make me mad not only one day but two days! Worst customer service ever!!!!!

So, the Ashley furniture store in Mount Juliet, Tennessee disgraces Ashley furniture all together! I have shopped at Ashley's furniture for years. The Ashley furniture store in Mount Juliet, Tennessee is the most disgraceful store I have ever shopped at! Their belief is they would rather steal money from their customers than to be honest. They ignore you when you call, even when you ask for a miniature. You wait for an hour and call back and get another response that the manager is meeting with personal friends and family and I would just have to wait! Then when I finally call another time 20 minutes before they close I get the recording that they are closed for the evening even though they close at 9 p.m.! Why is this happening within the Ashley stores? I may never shop Ashley furnitures store ever again, even after I've spent over $100,000 at your stores. I will not be robbed intentionally, from your stores. You may call me at (629) 867-8909 or email me at 987 at dale.porter987@gmail.com

bad experience with the baychester store was told that the delivery will be btw 3-7pm they never called to say if they will make it or run late. I called them they put me on hold for 30 mins.i got a call at 8pm from driver that he will be here in 30 mins. he never show up.very discusted I will never ever shop at ashely and I will tell all my friends to stay away

I bought a silver chill firm mattress on 4/20/19. It was delivered on 5/2/19. Around 2:00 o'clock am 5/3/19, I was awaken to a very strong odor and realized it was coming from the mattress and the odor was in my apt. , every room. I called Ashley around 10 am and couldn't get anyone, when they finally answered the phone and I explained the situation, I was told to call 866-787-7930. I explained the odor was so strong it gave me a headache and if someone could come and examine the mattress. I was given the run around and told they could not do anything probably until Monday or possibly Tuesday. I am a senior citizen with a disease called fibromyalgia as well as arthritis. I have no place else to go and can't sleep in my bed because of the strong odor from the mattress. It amazes me how they can charm you when they want your business and get it, but when something is wrong with your product you're put on the back burner. Shame on you Ashley, God don't like ugly. I like to thank Shadine for trying to help, the supervisor wouldn't even take the time to talk with me or even call me back. I won't be recommending Ashley or dealing with them again.

I purchase a living room suit and a comfortable suit on the 4th the 8th delivery date 4th to 14th paid cash for my purchase was told my delivery will be delivered on the 4th the 27th that's my coffee table no one called me and told me that it would not be delivered on the 27th that's what I was promised when I contact them they told me that they were behind on delivery not my fault contact me that's a logical thing to do so I paid 119 for tables that not being delivered on time with someone please call me I was told I had to wait to Wednesday for my delivery it's not fair I don't appreciate it please give me a call 904-662-7055 thank you

Good Afternoon,

A bedroom set purchase was made back in September 2018. In December 2018 a call was made to the protective plan purchased through Ashley's Furniture about a leg that supported the rail breaking. The representative advised that the leg and the wood planks on the rail was not supported under the plan. On April 21,2019 the left side of the bed collapsed, leaving one side standing the another side on the floor. On 4/22/2019 the customer service for the protective plan was called, as well as the customer service from Ashley's Furniture. We were told to take pictures of the bed along with the serial number, and once reviewed it would take up to 5-7 days for the parts to be ordered, then they (Ashley's) would set up a day the bed can be swapped out. I advised the representative of the predicament we were placed in relating to not having a bed to sleep, and was told that we had to come up with other alternatives. On Wednesday we called back, to see if the pictures were submitted, just to be told, that they had a 72hrs window to review and respond and submit a claim. Today we were called back and asked the type of frame the bed had (although a serial number was supplied), which delayed the processing of the paperwork. In addition we were advised that this process can take up to 3 to 5 business days, and we would have to wait for a call to see when the swap can take place. The bedroom set with the mattress ordered, cost over $7000.00. We were treated as royalty when we were in Ashley's looking for bedroom furniture, and after the purchase we are being treated like feces. I would never ever purchase anything from this store again, and advise everyone reviewing this message to stay away from any purchases from this company. All they want is your name on the dotted line, along with the monies associated. Once that take place, you are treated unfairly! Shame on you Ashley Furniture!!!!!

Customer service/delivery is the worst. Unfortunately 1 star is lowest we can give. Ordered furniture in February. Ashley moved delivery date 3 times. Promised to have all my furniture if I moved date to 4/20/19. I agreed. Delivery arrived TV stand/end table missing. TV bridge/pillars damaged. Though I have both a love seat and couch with electric recliners only 1 plug was delivered. I was told Ashley would call by 130pm 4/20 to arrange new delivery date, never called. I called back on 4/23/19 customer service could not help me, I needed to arrange another delivery date on 5/7 transferred to set up delivery call was disconnected, called back once again customer service could not help and I could not be transferred to arrange delivery because "they were too busy answering other calls" promised some one would call me back in the next 5 hours. No one wants to help, no problems are resolved. Only answer ever is to schedule another delivery date for missing/damaged items.

I’ve purchased several times from Ashley furniture and their delivery is terrible.. almost 2 months since purchased items and still haven’t been able to complete the order.

Good morning. I am writing this letter in reaction to an experience we recently had at the Farmingdale New York store location. Firstly, my wife who is 7 months pregnant went into the store a few days prior and picked out some furniture. I returned to the store with her on a different day and we asked to speak with the same representative, who's name was Donovan. He came up to us and politely explained that he was with another customer and he would be with us shortly. Soon after that, Bill approached us and told us he would be assisting us while Donovan was working with another customer to "speed things up a bit". While Bill was assisting us we were approached by at least three other people who also began working with us as well. During this time, the communication was terrible and Bill ran back and forth multiple times changing numbers again and again. While we sat and waited the other sales reps. and other individuals also came and spoke with us. It seemed that the communication was minimal and that working with multiple people caused a lot of confusion. The numbers for prices etc. had to be changed again and again while we sat at a table wondering what was going on. It came to the point where we were given multiple prices and then Bill would disappear with the initial writeup and then reappear with a completely different write up.

While this whole process was taking place, Donovan asked us to walk over to a section of the store to speak with the manager as he was instructed to do so by the manager. We went to the middle of the store and were asked if Donovan had asked Bill to come and work with us or if he took it upon himself. We had no idea at this point and felt very uncomfortable standing in the middle of the store having what seemed like should have been a private conversation between the team at Ashley's and should not have involved us.

After about three and a half hours everything finally seemed to be in order, my wife was asked to sign off on a few papers which were poorly explained and laid out for us. Finally we left the store with our purchase and our receipts. Again, we were still very confused and uncomfortable at what took place at this point. When we were just about home which was about 30 minutes away we received a phone call saying that they forgot to charge us for the $598 mattress which we had purchased along with our bedroom set and couch. We had to drive all the way back to the store to figure out the issue. I stood waiting for two sales reps. and the office staff figured out what had happened. While printing the receipt the printer broke down and I was left waiting for another half hour while the issue was resolved.

In all, this was a horrific experience for both myself and my pregnant wife. We hoped to come in and make a purchase and walk out happy customers but we are truly disappointed and left uncomfortable with the events that took place. We spent nearly $6,000.00 and feel that we should have been treated much better throughout the process. Please let me know what can be done to resolve this issue. I thank you for taking the time to read this letter and to address our concerns.

Sincerely,
Derek McNerney

drockmac@gmail.com
516-581-7835

We purchased a loft bed from the Capital Blvd. store in the beginning of March. I explained then to the salesman I had done business with Rooms 2 Go for years but because of a recent delivery that went very bad I would not buy from them anymore. I was told not to worry that Ashley Furniture had hired a new logistics company with professional installers and would not have any issues. The furniture was delivered on March 21st. My wife and mom were home for this delivery as I could not be because of work. During the delivery my Mom questioned the installers about several loose bolts and handles being put on the chest of drawers. For the chest of drawers she was told that was not their job and responsibility of the homeowner. On the bolts she was told they could not tighten them as the bed was assembled. When I got home and inspected the furniture there were several nicks in the wood and almost half of the hardware was missing and not installed. I first called the store and was told to call customer service and after speaking to 3 different employees there spoke to a manager that provided me the number. When I called the number it was non-existent. I called once more and there were no records of any previous conversations or calls as I had explained to them about the unacceptable delivery. So, I then went by the store and the manager had given me a bad number but explained I must deal with customer service even though the sale came from this store. The next day I spent hours on the phone with several employees and was told to send photos immediately so we could get this resolved. I sent photos to 2 different customer service reps and never got any response. I called again to follow up and no one there knew the other reps I spoke to and was asked to send to a different email address. I forwarded the many detailed photos to that address. At this point I asked just to have the furniture picked up and I no longer wanted it from them. After the rep looked at the photos she stated she could clearly see where hardware was missing and the various damages. She offered to send me new pieces and in return compensate me for all the troubles. She also stated they would not discuss compensation until they had made a good delivery. I was most upset for the fact that where most of the bolts were missing were the boards that actually hold up the mattress. I explained my 5 yo daughter or one of her friends could have been injured if this fell. I agreed to receive a 2nd shipment with the understanding of compensation. Today April 9th I received the replacements. The delivery went pretty good but the installers struggled a bit to put this together. I did observe them the entire time to make sure it was right. I was satisfied with the end result. Later this afternoon I called customer service to discuss my compensation. Then I was explained that their compensation is in the form of a gift card to purchase more furniture at the store. I explained this was not acceptable and was looking for something that assisted towards this purchase. I was told after speaking with a manager they would take $50 off this purchase. This was a huge slap in the face and I told them to keep their card and the $50. I will not ever be doing business with Ashley Furniture ever again. I explained if I had known compensation was a gift card to buy more furniture I would have just had the original shipment returned and been done. This is very poor service and feel I was mislead throughout this entire process.

I am not one to complain but I am new to the Savannah, GA area and decided to purchase my new furniture through Ashley which was the biggest mistake ever. I spent almost $5000 for an entertainment center and bedroom suite. I had to wait 3 weeks to get my furniture which is way longer then any other place I looked into. They were to call me a week after my order with a delivery date and that never happened. I had to call them and finally got an answer after 2 weeks. The delivery time was 12:30 to 3:30 the following week and they called me hours ahead of that and said they were on their way. I wasn't home so they tried to reschedule for another day. I explained the time they gave me and they said I should have answered my phone and I would have known they were coming early. I was able to get the number for the actual delivery guys and talked to them and they said they would be right over. ( Independent contractors were so nice and helped me out more then Ashley would) When I finally had my order delivered it was wrong. My mattress was delivered to the wrong address days before by the actual Ashley store and when my neighbor said something to me I realized they had my mattress. Even though it was wrapped in plastic it had stains all over it. The bed that Ashley sent was wrong. I ordered a platform bed that didn't require a boxspring and they brought a normal slatted bed that I couldn't even use. They also forgot to send my end table that I spent an extra $300 for. When I called Ashley they said they would order the correct bed and another end table and told me to get some plywood to throw on the bed they brought so I could use it for the next month until I get the correct bed. Needless to say I don't have the time or money to be buying wood and trying to make it fit on a bed that I didn't even order so we are sleeping on the floor for the next month. The worse part of it all is this is my first experience with Ashley and the mistakes were made by the store and they will not do anything to try and help with the situation. No compensation for the major inconvenience or trying to rush my correct bed so we aren't on the floor, absolutely nothing. This is the worse experience I have ever had buying furniture and I will never go back to any Ashley store. The customer service is horrible. It took me over an hour to even get anyone on the phone when I first tried to call about the issue. The delivery guy was the one that was finally able to get someone on the phone for me. That is not acceptable at all. The lack of customer service and willingness to help their customers has cost Ashley a customer and a lot of money as I planned on buying the rest of my furniture to furnish my new home from them but have decided after this experience to go somewhere else. I really hope that something is done about this so no one else has to go through this.

My wife and recently purchased a bedroom sets from the Ashley in Southhaven Ms. Purchase was made 2/4/2019. Delivery was made to 4545 Sweet Whisper Ln. Memphis Tn. 38125 everything was delivered except our Five Drawer Chest / Starmore. Since then my wife and I have been told weekly that this item will be delivered. We are receiving emails and phone confirmation that it will be delivered. But it is always some problem the day of delivery. We have spoken to your associate that work at the Southhaven branch and they tell us the same. It will be delivered. We have made our first payment towards this bedroom set and want to keep it. Can you please see into the problem is. Thank you.

Was a big fan of Ashley's furniture until I bought my living room set ..
So I bought my whole living room set paid in full there at the store on 02/24/2019 we set up the delivery date and they told me all my stuff would be delivered on 03/07/2019 then it was my tables to my set is going to take a week longer but we'd definitely be getting them by 03/18/2019 .. so that day comes and goes I call and that's when I'm told oh sorry there at the warehouse and will be shipped out tomorrow 10 days go by. I call aging wanting to know where my tables are to my livingroom set that i paid in full for .. and the lady tells me oh the tables that were set to ship out they gave to another customer and to bad my old/new tables wont be shipped till 04/27/2019 .. I asked for a refund she tells me oh to bad we dont give refunds then tells me if I dont like get a lawyer!!! Needless to say I'll be taking that action and I will be calling the CEO EVERYDAY till my tables are delivered to me .. alot of people have a group going to do a class act civil lawsuit I'm also thinking about getting in touch with their group lawyer as well .. ashleys furniture warehouse is nothing but a SCAM .. they have no problem with taking your money and keeping your furniture that you pay thousands of dollars for ...

I have been waiting for service on my chair for over a month (for a motor) almost a month before to get it checked, now they have no appointments to replace the motor in my chair until April 10th. No appointments on my days off-Mondays or Saturdays. I just cannot believe that Ashley's furniture is so bad that the repair people are booked for almost three weeks? I will never, never, ever buy from your company again. I spent a lot of money on two chairs and I cannot get serviced better than this. I am very angry and disappointed and I will tell people what I think about your company. Facebook is next.

I purchased several pieces of furniture over a month and a half, and it has not yet been delivered. I have placed several telephone calls to the store, and left several messages for my salesman, as well as, the store manager, and I have not yet received a telephone call back from the store to address my concerns regarding my purchases. I am very disappointed, at the level of customer services that I have received since this transaction started. Which is very frustrating and has caused me many problems, as a result. I was notified by the salesman several weeks after the order was placed that the tables were discontinued. As a result, I had to select from the floor display. Which was two weeks ago, and the furniture has not arrived. I will be visiting the store in person on Monday March 18, 2019, to cancel the purchase. This is very unprofessional, and I will never do business transaction with this company, or refer a friend.

To whom it may concern,
My name is Arthur Green I purchased a king size tempurpedic mattress from your Ashley's Home Store in Tupelo MS on January 4, 2019, which was delivered January 12, 2019.
As a selling point, my salesperson, Keneisha, told my wife and I we had a 90-day trial period on the mattress. She said that we could try three different mattresses within those 90 days if we were not satisfied. After a month, we decided to try a split mattress; therefore, we contacted the homestore and our salesperson, Keneisha. She gave us a contact number to call to arrange the mattress switch. My wife was told to take photos of the mattress without the sheets or coverings and email to Lisa. After not hearing from anyone for several days, my wife called and was told that we needed to take photos with the mattress' law tag included. We searched the mattress for the law tag and could not find it. We called customer service again and was told that they could not honor the trial period without the tag. After going to the homestore to locate and identify the law tags on other mattresses, my wife spoke to Cora, who in turn sent an Ashley representative to my house to look for the tag on the mattress. My wife explained that Ashley deliverers set up the mattress and it has not been moved. When we purchased the mattress the salesperson nor anyone else told us we must visually inspect for a law tag upon delivery. The representative confirmed that the tag was missing, and called Cora at the store to say that the mattress was delivered with no tag. The representative explained that it was the deliverers's responsibility to ensure that the bed and mattress with the law tag was properly set up and tested before departure. Cora called my wife to state, not to worry, she would speak with management and everything would be taken care of since it was obviously delivered without the law tag. We thought the problem was resolved until the store manager, Chad, said that tempurpedic will not take the mattress back without the law tag and therefore Ashley cannot honor the contract.
Please, Sir or Ma'am, I am a retired United States Marine Corps combat veteran diagnosed with serious nerve and spinal damage along with sleep apnea due to combat stress. I purchased this mattress believing it could help with my medical condition. It is hard to believe that a trusted company such as Ashley Furniture delivered a mattress without a law tag which may possibly be a used mattress. In addition, Ashley refuses to honor the contract, and voids the warranty to a five thousand dollar mattress due to their own negligence and delivery.
Please look into this matter and properly resolve it by delivering to me a new warrantied mattress with the law tag attached.
Respectfully submitted,
Arthur Green
MSgt USMC Ret

they scheduled repair twice in this month but no ones showed up first they scheduled for february 14th and then for today february
26th but no one showed up yet i took a day off twice my phone number i.e. 5103046973

I was in the brandon warehouse and there is a warehouse manager called ron is a piece of shit and nose as the big ones of ashley have that person so unpleasant rum is their man treats very badly to people

I ordered a what I thought was a dining room set, turned out to be just a table. I have been trying to return it since the day it was delivered and have waited on the phone numerous times, with wait times of 30 plus minutes. Scheduling a return pick up, and then on the day of the scheduled return pick I received a text and email saying that the date has changed to pick it up. I called to talk to someone about this change and have waited 30 plus minutes just to be told that I had the wrong department, and then transferred, and told the same thing, WRONG DEPARTMENT. I will never own a piece of Ashley furniture, not will my children, nor theirs, and anyone else I can tell about such horrible service, I am posting this all-over social media, and contacting corporate.

Good day,

During August 2018 I purchased furniture in the amount USD7284.35 to be shipped to my home in Trinidad.
The items were purchased at your store 1301 W Osceola Park, Kissimmee, FL 34741. Before purchasing the items it was confirmed that I would be able to claim for a tax rebate since I have now already paid taxes in my country upon importation.
I have been working with the store manager completing forms and provided the Bill of Lading document as requested. After following up, today I still haven't received a proper response nor have been able to settle the rebate.
I am reaching out to your complaint center as the next step in escalating this.

Regards,

Pete Ward

I sent this e-mail to customer.care@ashleydirect.com but it didn't go through. This is the e-mail that the lady on the phone gave me. When it didn't go through, I got angrier.

Here is the e-mail I tried to send earlier this evening. I hope someone responds.

Dear supervisor of the people I have been speaking to on the phone,

Here is my information:

Susanna Sugrue
12224 Crosswinds Drive
Louisville, KY 40243
home # - 502-254-3173

Here is my complaint:

My husband & I ordered a relatively small item from your company, a TV stand, and requested delivery. We purchased it at the beginning of December and were told it would not be delivered until after Christmas. This was fine. The delivery date was set for December 26. Both my husband and I were off that day so that was fine.

We received a call saying they could not deliver that date, the new date would be Friday, Jan 4. Fine, but we could not be here in the morning. Now both my husband and I have spoken to your customer representatives and were told the delivery could only be in the morning, that the times are computer generated and NOBODY can change it, it’s based on our zip code.

I can easily take a 1/2 off to be here in the afternoon but it is very difficult to be here in the morning (unless you want to come at 6:30 before I leave for work.) How difficult can this be to schedule a delivery at a time that is actually convenient for the customer? Keep in mind, I was already scheduled to be OFF on the first date.

Someone from your company needs to contact me ASAP so we can either schedule this delivery at a time when I can actually be home or we will need to cancel this order.

I look forward to hearing from you soon.

Susanna Sugrue

Please contact me via e-mail and leave a # for me to call you. I can only take calls at work when I’m not busy and I don’t want to miss your call so I’m not providing you with my cell number.

I have been trying since August 2018 to get my automatic loveseat recliner repaired. Each time I call, there is additional information that is needed from me. As of 12/19/2018 the manufacturer has refused to send the needed part without the appropriate serial number. I sent the only serial number that is on the recliner to the Careteam2 on December 6, 2018. On December 19, 2018, I spoke with Danielle from Careteam2 who told me the manufacturer has stated that is the wrong serial number. I told her it is the only number I could find. She was going to call the manufacturer back and tell them to send the part of replace the recliner. As of 12/20/2018 I am waiting to hear back from Danielle.

We purchased two recliners from Wayside Furniture in Joplin Mo Memorial weekend and got them the first of June. One of the recliners has a tear in the headrest part of the chair. I called Wayside and the said they were ordering a back for this chair and would replace it, this was the 15 of Nov. I have reached out to them by phone once and they said it hadn't come in yet they always say it will probably be on their next order. I called customer service with your company and they tell me they cannot replace just the back of the chair. This chair has not had any abuse it is just my husband and I no children to tear it up. I need this resolved what are my options, or am I stuck with a chair with a tear in the back? Please respond and let me know what my options are. I sent a complaint in a week or so ago and no response from you.

I give my first experience with Ashley Furniture one star for the wonderful sales lady that I dealt with. Other than that I would give the company negative stars if I could. We bought a vacation home in Arizona and made the mistake of trying to buy furniture to start filling it from Ashley in Illinois. They couldn’t coordinate an out of state sale and delivery so we had to call an Ashley in Glendale AZ. They advised that they didn’t take phone orders to to potential fraud. I did get a great sales lady who stayed she would process the order for an entire living room of furniture and put it on hold until I sent a check and identification, which I did. About a week later I got an email that they never got the check. Luckily I sent it with tracking info and it showed they had the check for 6 days before they finally found it. When the furniture was delivered we discovered a manufacturer defect on one of the end tables. It had a crack all the way around the edge of the table top that looked like someone took a black magic marker too in an effort to conceal it. I called customer service and was told to send photos. Two days later ai cslled and was advised theyvfidn’t Get the email so I sent it again. Three days later I called and was advised they didn’t get it, even though I had the correct email info and never received a failed delivery notice. I had the customer service agent email me and responded to it with the photos. They got them and, even though one photo showed a table with a crack around it and another in good condition, was told they have to call the store in Glendale to get a photo of a floor model in case the crack was supposed to be there. Really, does that mean the good table could actually be the bad one? They said they would call by the end of the day. Guess what, no call. I planned on filling a three bedroom house with their furniture but will not spend another dime with them after this comedy of errors. I think the nice sales lady needs to find a job with a reputable company instead of this Ashley circus. My recommendation is to run the other way.

My customer order number is 0082369960. On October 11, 2018, Jonathan Nowatka of the Southaven, Mississippi store sold me D Item 1485358, Pro Adapt FM Queen Mattress for $2799, D Item B280 - 581 Queen Metal HDBD/FTBD/rails for $299.99, D Item 1485373 Adapt Foundation Queen, and P Item 1484815 Dri-tec 5.0 Queen for $129.99. The total sale with tax was $3749.23.

The delivery was set for October 20, 2018. The bed was delivered with the rails. The warehouse sent the rails by one of its delivery men. The delivered flats DID NOT fit. At 9:04 on October 22, 2018, I call customer care (:04 a.m.) I left the message that they had the flats that was delivered did not fit my bed. I also inquired as to the time that they would deliver the correct flats.

I did not receive a reply. I called Valeria at the Southaven store. I made her aware of the problem and informed her how disappointed I was in the customer care service that Ashley was providing. I also informed her that Ashley can come and retrieve its incomplete bed and mattress, or provide the bed free of charge. Valeria informed me that Ashley does not accept any returns. She went on to say that the finance office would provide a 10 percent discount of the final purchase price. The final purchase price was $3749.23. A 10% discount amounted to $374.92. I agree with that compensation rate that she stated.

She also told me that me that the flats had to be ordered and therefore they would not be delivered that day which was Monday, October 22, 2018. I told Valeria that I tried to contact the Memphis office customer care, however, they had not contacted me.

At 3:51 pm, a young lady from Memphis customer care contacted me. She stated that I would be receiving a new bed with rails and flats because Ashley did not have the flats to fit my bed. The delivery was set for October 26, 2018. On Wednesday, October 24, 2018, a driver for Ashley phoned me to say that he would be at my location in 30 minutes with the flats to my bed. I informed him that I was out of town and that my delivery was tentatively scheduled for Friday, October 26, 2018.

I then called Memphis Customer Care. In fact, I called them twice. THE ABSOLUTE WORST CUSTOMER CARE I HAVE EVER RECEIVED. I LITERALLY BEGGED THE REPRESENTATIVE TO ALLOW ME TO SPEAK TO THE MANAGER. SHE PLACED ME ON HOLD, RETURNED TO THE PHONE AND DID NOT ALLOW ME TO SPEAK TO HIM.

I hung up and phone Valeria at Southaven and made her aware of what was transpiring. An hour later, another Raven called from the Memphis Customer Care office and stated that I was scheduled to receive a new bed, with rails, and flats. She also stated someone would contact to me about the delivery. I received a text message indicating that my delivery was scheduled for Friday between 9:15 am and 12 o'clock.

When the young men arrived, they came without the SIDE RAILS TO THE BED. They could not set the new bed up, instead, they took the flats that came with the new bed and placed them on the bed that was already set up. I thanked them and they departed. I am satisfied with my bed but I received my bill and the finance office has not applied the 10% discount. Please deduct the discount from my bill and notify the finance company of the new balance. Thank you.

Purchased sectional on Labor Day ad, on the Thursday BEFORE Labor Day. 3 1/2 weeks later, I call to find out my order was discontinued. How did Ashely solve issue, $100? gift card so I can buy a $1800 (vs $700) sectional. Really? POOR SERVICE!

I was going to order on bed online and a salesman told be to order it with him. The bed was ordered on June 26, promise on July 6. I receive a headboard and canopy poles. Both item did not connect, against my wishes delivery men said they had to leave it. I was promised a replace to only find out that the bed was not going to order. Salesman tried to get me to change my bed for something that did not match my current newly bought bedroom set. He never followed up with me and his manager who was suppose to call never did. Three weeks into it I was left with no bed and pieces in my home. To top that off, i was being charged for the bed I never received. No one called me back. I had to demand to speak for a manager. I was told that I will continue to be charge until they received the headboard and poles back. They were suppose pick these up a week ago and they cancelled the pickup. Well this went on for almost a whole month. They finally came to pick up the items that were left behind. I received a credit back after I insisted on it. Why does ordering a bed have to be a nightmare. I received no compensation and a whole lot frustration and had to make follow up calls. I will not buy anything from Ashley Furniture again at a store. I feel I should have received compensation for the poor way I was treated.

I received the laflorn chairside table the numbers on the box are T127-553. The shelf and brackets to hold the shelf in place did not get sent with the table. This was an online purchase.
I sent an email and have not received a response.
When you spend over $200.00 for a table you expect everything to be there.
This is the first time I have purchased anything from Ashley Furniture and if I don't receive the shelf and brackets you can bet I will never purchase another thing from Ashley Furniture.
I work in retail and come in contact with a lot of people on a daily basis. I can spread the word about this if it is not taken care of.
Debbie Stewart
604 Creekside Lane
Allen, Texas 75002
214-850-4817

Date: 3/28/2018
From: FURNITURE ORDER FROM:
Sambasiva Kalimireddi AMERICAN LIQUIDATORS INC
7 Compton Ct. 300 MAIN STREET, PATERSON, NJ 07505
Monroe, NJ SALESMAN: T. CHECK
CELL PHONE: 973-563-1174
To STORE PHONE: 973-925-2810
TODD R. WANEK, CEO
ASHLEY FURNITURE,
1 ASHLEY WAY
ARCADIA, WI 54612
Re: FAULTY FURNITURE AND NOT DELIVERED
I ordered some furniture from Ashley Furniture thru “American Liquidators Inc.” New Jersey, month of November 2017, so for not settled my furniture problems.
Order was:
S.No. Model Number Serial Number Description Remarks
1. 6460535 S 490256250 SOFA
2. 6460535 S 490256238 SOFA
3. 6460535 S 490256189 LOVE SEAT
4. 6460520 S 489920203 SINGLE SOFA
5. 6460514 S 489677972 OTTOMAN
6. T 705-2 546003353517 SOFA TABLE NOT GRANITE
7. T 705-1 546003356869 COCK TAIL TABLE NOT GRANITE
8. T705-4 546003353111 END TABLE NOT GRANITE
9. TABLE NOT DELIVERED Number not know COCK TAIL TABLE BROKEN

1. When I ordered table tops they (Ashley customer service) said “real granite stone”. After confirm I ordered complete set. When I received it is not real granite stone, it is plastic. This is big cheat, and some furniture is also with scratches they delivered. I want only “real granite stone” table tops only. Please replace them immediately.
2. When they delivered, one corner table was broken. So for they not replaced. I am contacting with American Liquidators Inc., but Ashley’s salesperson not showing up inspecting the broken corner table. I paid already this piece, so please deliver to above address immediately.
Please take immediate action and solve the problems.
Thanking you,

Sambasiva Kalimireddi