ASHLEY'S FURNITURE

Every aspect of my transaction with Ashley Furniture was a sad statement about how little they care about their customer. High pressure sales, long delivery wait, poor pricing and terrible customer service are just a few of my disappointments.

This was the first purchase of new furniture in years!!! I loved the color of this sofa. When I went into the store I knew exactly what I wanted and how much I wanted to spend, I went through all the paperwork, sign here, initial there...and then they mention the $120.00 delivery fee. I opted to pick it up instead, I understood i was responsible for inspecting the sofa before it left the warehouse which I did thoroughly. I even hired professional movers pick it up and delivery it to me. 1 week into owning the sofa I noticed the cushions falling inside the frame. I called Ashley's...they gave me the run around about self delivery and how they were not responsible. I also purchased the additional Montage insurance, which by the way only covers the fabric...another waste of money! So I contacted them and Montage referred me back to Ashley's stating the 1 year manufacturing warranty should cover it. (of course all of these phone calls are weeks in between) Several months go by with no results. I pleaded with them to do the right thing...their response, once I picked it up from the warehouse they were no longer responsible for anything. I even got an attorney involved who used to sell furniture, he inspected the sofa and could see several brackets were missing in the frame. He went to the store in person to ask them to do the right thing and explain the specific issue and no one was willing to help. You can't trust Ashley's furniture!! I have $1000, sofa, you can sit on with it swallowing you. The front of the frame has bowed out to the point the cushions don't rest on the frame, they fall inside the frame.

I went to this store and purchased a couch and a chair from their Durablend line. The salesman led me to believe it would feel like real leather. I had told him I did not like vinyl and we wear shorts all the time in Florida. The first time I took a nap on the new couch I rolled over and it felt like the couch was going to rip the skin off my arm. I went back and spoke to a manager. He told me the best they could do was to let me pick another couch because they could not refund my money. They had a very limited selection so I had to settle a color I did not want, which was white, when I had a brown couch. I did not want a light color because I have pets. They would not give me any kind of discount and charged me again for delivery. They wanted to charge me an additional $80 for another delivery. I told them it was not acceptable when I was charged $120 for the original delivery. I told them if the salesman had been up front with me I would have spent an extra $200 up front for another couch or they knew I would have gone somewhere else because they did not have the size I needed except in a few brands. They said they would drop it to $50. At that point, as opposed to losing $600, I took it. The salesman said they gave "white glove service" when they delivered the furniture and arrange as you want, which they did not. Now I have a white couch in my living room that I need to either reupholster or get slip covers. They were not accommodating at all. If he was up front at first I would have been okay with it. I would have gotten something else or if he could have recommended something for a house with a lot of animals. It took over a month for delivery, which they were an additional 2 weeks late on. Then they would not let me bring it back. I had to keep it in my home and cover it up until they could come and pick it up. They would not take it back with any damage and I have pets. So I had to constantly cover it, keep my pets off and crate my dog when I was gone because they would not let me bring it back. It had to stay in my house for another month and a half until they could get the other couch to my house. Maybe they have good prices but their customer service is awful. I will never use Ashley Furniture again. Ever, ever, ever, ever, ever! Their punctuality was bad because they were late. Their prices are decent. But they were misleading on the product to begin with. It ended up costing me the extra $20o which I would have happily paid in the beginning to get what I wanted. And now I did not get the color I wanted. They should have taken it back and said I was so sorry instead of charging me another delivery fee.

I was very happy with the customer service that I received. They were very friendly, courteous and polite. My new living set is great and I am very satisfied with what I got.