Ashley Furniture

DO NOT EVER BUY THE PROTECTION PLAN, or better yet, DO NOT EVER BUY FROM ASHLEY FURNITURE. When we purchased our living room furniture 2 years ago (almost $3000), we spent $300 on a 5 year protection plan that we were told OVER AND OVER covered everything but "jaws and claws". We had a board on the frame of one of our couches pop loose with 3 nails sticking out, and guess what?! It's not covered! If we want it fixed, we have to pay another $65+. The reps in this store have an obvious incentive to sell the protection plan, and will lie to your face to get you to buy it, and then when you need to use it, you are out of luck, and out your money. We have already been to the store in Greenwood where we spoke to the assistant manager, Nicholas, who could do nothing. I asked to speak to the store manager, Kevin, but he was out of the store, and I was told we might have to actually call him because he is not good at returning calls. I have already spoken to the guest response team, and spoke to Matthew and his manager, Tarja. I asked to speak to her supervisor, Marcus ******, but apparently he does not take calls. I asked if he could call me, but she said he probably wouldn't reach out to me because that's not his job, so apparently a level 1 manager is as high as you can go at Ashley customer service. So I guess, if you don't mind being lied to, if you're ok with zero customer service when an issue arises, and if you're cool with people who will tell you right to your face that you're unlikely to get a follow up call from a manager, this is the place for you. After buying furniture for OUR ENTIRE HOUSE from this Ashley furniture location, we will never spend another cent here, and will do all we can to spread the word about their shady and deceitful business practices.

My husband is not happy with them. He called me and I told him what was happening and he said that he would call back and he never did. My husband was not satisfied with what they sent out. They said that they would send out a representative which they never did. When they delivered our bed it was missing a leg and a cushion on the couch collapsed. They sent a box with filling and he told me to fill it myself. He said that he would call back and he didn't. The cushion still looks bad. They did not do anything. We had to do the repairs ourselves. We would never use them again. They did not charge us.

We shopped quite a bit, finding the same table (made by Ashley) numerous places.  Finally went back to Ashley, with other quotes in hand, they beat the price.  Told me it was in stock, only to be told it 'could be' up to eight weeks to get the table.  Sure enough, it was eight weeks.

Went to Greenwood to pick it up, as I didn't want to pay $125 for delivery.  Got it home, all looked well, until i got table assembled and noted one corner damaged where the guy that loaded the table had pivoted it on sidewalk loading it into my van.  As I type, supposedly another table is on order - I'm sure another weeks and another trip to Greenwood to get it.

FOLLOW-UP

Got the new table, Ashley actually delivered it to compensate for trouble. This raised their grade.

We had to file a claim on the furniture. The claim was actually through a third party, it wasn’t through Ashley, but we had bought the furniture and the warranty from Ashley. The store customer service was appropriate, not overbearing. The table itself, parted with the laminate, and we had trouble with the finish. The store offered an exchange on store credit basically. When we purchased the table, we were told that the in-store credit could be applied to anything. But when we filed the claim, they said that it did not apply to anything, and it had to be a table for table swap. The sellers of the plan weren’t completely forthcoming. They didn’t honor what they had said originally. It was written, but in fifty pages of fine print that we got. However, if I am told something by somebody, I take them at their word, and I don’t necessarily want to read fifty pages line by line when I am buying something. I spoke to the seller’s representative because we went back there thinking that if we couldn’t find a table, we could use the line of credit for something else. The problem was that the table we had purchased was no longer in production, and they did not have a replacement table that fit the style of the table that we had originally purchased. I spoke to the sales agent, I spoke to the manager, and I spoke to the regional manager at Ashley over a period of approximately six to eight months before we were able to settle. It took many attempts at jumping through hoops, and filling out forms, calling different people and corresponding with different people. We had to maintain follow up in order to get a settlement.

The sales process went fine.  Our salesperson was friendly and helpful.  We were able to dicker a bit on the price, and got what we thought was a good deal on a sofa for our new home.  This is, unfortunately, where the good ends and the bad begins.

We were given a delivery date for the sectional, and the salesperson repeatedly told us that it would certainly be in well before this date... that the company makes them give dates that far out even though it never takes that long for the pieces to come in.  We were told to contact him the next Sunday where he'd be then able to give us a definitive delivery date.  We attempted to contact the salesperson after the fact, leaving him multiple voicemails and emails to never hear back from him.  Only after we emailed the store itself did we FINALLY hear back from someone.  He didn't have any more information for us at that point only that we'd have the sectional by our stated date.

I kept following up with the company as this date approached, only to have to pull teeth to get a response from anyone.  Promised follow-ups were not upheld, and I had to pester and pester to get any sort of real response out of anyone within the company.  I was contacting not only the salesperson, but a regional "big whig"... and both were unresponsive the entire time.

Days before our 'delivery date', we were finally called "set delivery".  Delivery was supposed to be 4/28 (Saturday), but we were then told the earliest they could deliver would be 5/1 (Tuesday).  A weekday delivery didn't work for us (we both work), so I requested delivery on 5/5 only to be told that they were NOT delivering on 5/5, and if we wanted a Saturday we would have to go with 5/12!!!  No thank you.  I'd like to have the sectional I PAID FOR a month and a half ago, thank you!  So I took a day off of work (they couldn't even tell me whether it'd be an afternoon or morning delivery, so I had to take the entire day off -- awesome).

I can't comment on the quality of the sectional, because at this point we are still waiting for it.  I will update this review after the 'scheduled' delivery this Friday.  I'm not holding my breath that this part of the process will go smoothly, as nothing else has at this point so far.  We have a new home that has sat virtually empty for weeks now because the company's salespeople over-promise and under-deliver.  Not a good combination.  We just want our sectional!

*To be continued...*

I am not happy with them.  Their price was fine.  The top god disconnected from the bottom when I tried to move the stand.  The screws all fell down.  I got the top that don’t match the bottom.

Purchased a matteress and within months it was broke down. It is so uncomfortable now that we have to sleep on a smaller bed in our guest room! We were told that it was the best brand that they sold! The sales person was dishonest and the company refuses to do anything about it. So we are out a matteress! I have Multiple Scelrosis and have trouble sleeping the way it is let alone have a lumpy matteress! Also my husband only weighs 180 and myself only 138 so it isn't because of our weight! We also set it up exactly as the manufacturer instructed. Ashley furniture will not help us at all because they said that it was sold "as is". I was also told to go through the Manufacturer but the manufacturer said for us to go through the store!

They were very good on price and prompt on delivery.

They have changed who their store credit card goes through since I bought the furniture. They lost the delivery receipt on their end, but luckily I still had my receipt. 8 months after the original purchase and delivery, they called my sister and said that they needed to deliver her furniture. She said she already had her furniture delivered. The next day, they called her and said they were going to take the furniture back if I didn't come and pay them in cash for what was owed. There seems to be a huge problem with organization and communication on their end! I had to call the bank myself to have the transaction posted properly. Customer Service is terrible! I was connected to a call center after dialing the local number. The representative was rude and repeatedly put me on hold for 25 minutes. Eventually he told me to call back on Monday to speak with someone else. This issue should not have even been my problem. They change their credit cards frequently, which means every time they do that, I have to reapply for another card. That is not good for your credit profile. I was told by corporate that the card I currently have is no longer accepted in Indiana, but that I could use it in other locations. This is not helpful to me since I would be shopping in Indiana stores. This should have been transferred over on their end, not up to me to correct after being treated like someone who is negligent in payments. They have treated me as though I have neglected payments, which I haven't. I am very upset that this is how they treat a repeat customer.

For once I had a pretty good experience with a salesperson. She didn't pressure us into something we didn't want, and actually helped look on the computer for options what weren't listed on the floor, which ended up costing us much less than we originally planned on. Not a bad experience at all...

I was going to wait for the next sale to buy the products. They told me they never ran sales, to pressure me into buying right away. A month later they were offering 20% on Thanksgiving day.