Ashley Furniture -

I just moved into my new house. I bought a set of sofa for living room and a bed, two night stand and one chester for my master bedroom from Ashley in June this year. It took about 4 weeks to deliver the items to me. Unfortunately the delivery team found that the rail of the bed is damaged. The customer service told me that they will call me on Monday the following week for resolution. However, they didn't call me as they promised. When I called them, the phone is just endless music and nobody answers my call. I waited and waited, about half an hour passed, finally somebody answered the phone, but that customer service staff seemed to be at a loss as to what's going on. I was told to call again the next day for further notice. Finally I was told that they will replace the new rail within one week, but then I have to wait another week to get it delivered, but the second time when the delivery team sent the good rail to me, they found that the foot board is missing, so they can't install the bed for me. The customer services remains horrible. They are not there whenever I call them. I called again and again the whole day finally somebody answered my phone but his attitude is cold and indifferent. I feel desperate. Then I was told that they will find out the foot board for me. I waited another week and finally I was told that the foot board is to be delivered. The third time when it was delivered to me, the delivery team opened the box and found many parts are damaged and some screws are missing, so they can't install the bed and they have to take these parts away from my bedroom for safety issue. When I called the customer services, somebody said that they have to reorder everything for me and I have to wait another 3 to 6 weeks to get the new ordered items, but they can't guarantee that the new items will not be damaged again during the shipment. Only god knows when I can get my bed! I requested to return everything to them and have my money back, then the customer services said coldly that I have to pay $250 for restocking fee. What the hell! I waited two months for my bed and I didn't get it yet! It's their fault but I have to pay the money for their responsibility! I don't know what I should do now! Should I complain to any consumer department?

Ashley Furniture is the worse furniture store EVER! Here is our story.

We bought a bed frame from Ashley Furniture in June 2014. In early July we got a phone call telling us that the bed was ready to be delivered. Once it was delivered, and as the delivery guys were setting it up we noticed that the foot board was cracked right across and that the headboard was also damaged. The delivery guy told us that it wasn't fixable and took a picture of it and let us know that he had put in a call to Ashley for us to receive a new bed (headboard and footboard). A couple of weeks went by and Ashley called us to let us know that our second bed was waiting to be delivered. When the delivery guys arrived and proceeded to set up our second bed, they noticed that the bed didn't have any of its hardware and therefore told us they couldn't set it up once again. They asked if they could leave the unassembled bed parts in our hallway, living room etc. We agreed to do so as they told us the hardware would only take a couple of days to arrive and that they would be back in a couple of days to assemble the bed. A week went by and we hadn't heard anything regarding the hardware so we decided to call the Ashley Furniture customer service line. The customer service agent told us that the hardware would actually take another month to arrive. Are you kidding me? We are talking about bolts.....simple bolts!!!! After an hour of arguing with the customer service agent my husband and I decided that we wanted our money back and politely told them to come get their bed which was scattered in different areas of our house. They told us that they would have to charge us a re-stocking fee of 25%. We argued that how dare they do that and that WE should be charging them the 25% re-stocking fee for having unassembled bed pieces throughout our hallways and in our living room. They told us that it was their policy to charge us a 25% re-stocking fee and that there was nothing they could do to change that policy. All we want is our money back and not to have to pay this BS stocking fee! My husband and I have been sleeping on the floor for a month now and Ashley Furniture is telling us that it will take another month for them to have the hardware in, in order to have our bed put together. This is the WORSE furniture store EVER! Please think twice before purchasing anything from them. It's been a NIGHTMARE dealing with them! My husband and I have decided to write a letter to the president expressing our concerns and we will make sure to tell every single person we meet to NEVER buy anything from Ashley Furniture. We will also be using social media to express our concerns.

we had bought and furnished our hole house, that being said I feel like I have bought from a second hand store, the customer service was beyond bad, the return policy was non existent, the quality is like my grandson has built it with his plastic tools. I would never buy from hear again nor would I recommend any one to unless you want endless problem stay clear away.

Bought new sofa and love seat, as soon as it was delivered, noticed the leather had at least 20 pock marks on the leather on the seat, had it replaced. Have had other pieces of the sofa replaced due to the dye rubbing off. Basically fabric is not good quality. Shows a lot of wear very quickly

my wife and I visited the Ashley Furniture store in by Deerfoot meadows in calgary on April 3rd looking to purchase a sofa and love seat.
It must have been our lucky day because we found a sofa and love seat that we both liked shortly after arriving. :)

We were moving in to a new house later that month and asked if we could have the items delivered the weekend of the move.
"Not a problem" we were told. "We have the couch and love seat in stock ready to go"

Obviously we thought this was pretty straight forward.
1. find a couch and love seat we like
2. pay for couch and love seat
3. schedule delivery of couch and love seat
4. leave store and wait for delivery date
5. delivery date arrives
6. couch and love seat delivered

RIGHT?!?!!?
NOPE..............

after being delayed a week from the first delivery date our new delivery window was between 1:00 and 4:00 on a wednesday. Sooo since we have jobs, one of us need to take time off to be home to receive the items. Ashley did not show up until 5:30... (uuuugh could have stayed at work, burned vacay time)
Aaaaaand only the love seat was delivered on that date. (awesome!! not)

SOOOOOOO we call Ashley Furniture to see where the "instock" sofa is. We find out it will be delivered May 21st after 4:00.
Then that was rescheduled to May 23rd after 4:00

which leads me to now.

without a couch........... waiting again until May 29th......

Anyway... the moral of my story is to read the reviews on homestars before you set your own expectations. if i read the reviews before we purchased we would have known to expect this run around

Sincerely,

Couchless in Calgary

Do not buy from Ashley Furniture!! First time we purchased from them Jan 2013 and will be the LAST.

We have had a service technician out to our home so many times we should start charging them rent; first they come out to look at the problem and then leave to wait for authorization to repair you furniture and wait for parts and then they come back to fix the furniture in your home.

Fourth & most recent problem is seat cushions wearing thin after only one year and you can feel the hard wooden frame of the couch under your butt if you sit forward, can you believe that?? There are only two people living in our home so the seats on the Couch are barely ever sat on!!! And now they want to come and replace the seat cushions (or cores as they refer to them) probably with the same cheap cushions that were on there before and will be worn out in another year!!!

After the sixth visit from a service technician with another one to come to fix the newest problem we had, we've already had enough and asked them to allow us to exchange the poor quality set for something of equal or higher value, with us paying any difference owed and NOT A CHANCE they will do that so we will have to continue having our furniture repaired possibly for the next 4 years and then probably off to the dump with it because our warranty is up and we have nobody to fix it anymore.

Don't think that you will be able to file a complaint through the Better Business Bureau and get any results from Ashley Furniture either because it will get you nowhere. As long as Ashley is willing to continue to offer to repair your furniture they are doing what is expected apparently and your file with the BBB will be closed and marked as resolved, even though it is NOT resolved in your mind.

I see that Ashley Furniture already has poor ratings and reviews so I don't know if mine will make any difference but I sure wish I would have read some of the reviews I've read about them BEFORE we bought furniture from them.

I will not recommend this store to anybody and I will let as many people as possible know NOT to buy from them also.

We purchased sofas from Midas furniture which sell The Ashley Brand. The sofas we received were damaged from day one and this was confirmed by the trader as they sent us another set 2 days later. The second set were also damaged and smelt of rot. We went into the Ashley store Amman who confirmed that some of their stock that is handled by Midas is placed in water. We have since been forced to exchange for another product. We have received the worst service from Midas and Ashley Amman. Ashley Jordan products are not fit for sale. Do not even consider buying them unless you want to throw your money away.

I have been a returning customer. Recent bought a daybed and was told I needed a box spring...now I questioned more than once as it did not seem correct. Anyway, salesman told me it would not work without. I wanted to save over a hundred dollars and purchase the box spring elsewhere. The delivery was 6 weeks away and had to use the box spring and mattress on the floor. Paid for delivery and set up. Two guys assembled the bed with the headboard and base both backwards...not kidding! I wanted them out so I just said thank you and promptly took it apart so we could use this long awaited bed. No problems getting it done correctly until I put the "needed" boxspring on and it did not fit. There is no room for a boxspring. So now I have a boxspring I cannot return and no where to store. What a waste of time and money. I will never return as a customer. Go somewhere else and get genuine customer service. Not like it is cheaper at Ashley's...just the service.

I purchased furniture from ashleys furniture in aug 2013. I wont say how much i spent but lets say i spent enough to fill a 6500sqf house with brand new furniture. I have many problems with various products i purchased from them
from cheap material to cracks. I did call them and they have agreed to come out and look at
the furniture. I dont think i should of had this
problem to begin with since ashleys furniture is reputable. But i am really disappointed with the
quality of the furniture. I have barely used
some of it. I am hoping things turn out for me,
but at the same time want people to know what they are willing to do to compensate me for the
damaged furniture. The material used it awful and they should let the customer know if the
furniture is suitable for cold weather or not,
that way the customer has no suprises. Just wanna give people a heads up. I expected alot more from them. Will keep u posted on what they do to make sure im a satisfied customer

Customer service over the phone at the Mississauga ON location was terrible. I called a month ago and left a message with a staff member as they were looking into something for me. No response for a month. Today I called back and an employee hung up on me three times trying to transfer me to the store managers voicemail with a customer service issue! Seemed annoyed with me that she couldn't work the phone system and the store manager was out having lunch. When I called the head office customer service I got the voicemail system! When I finally got an employee, she did answer my original question but stated she didn't know the girl at the Mississauga store so she wasn't sure what to say or do. What?!!!! Both of these employees are supposed to be in customer service - clearly a concept lost on both of them. Not impressed. What was an initial customer service issue became a secondary issue by a customer service rep!!!