Ashley HomeStore

Reviews 3

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I bought a living room and dining room set from Ashley furniture at the end of December. Because everything was not available, I had to use three of my limited days off to wait for them to deliver everything. (Everything is still not delivered yet) When the $2500 couch was delivered, two of the back cushions were missing, and there was a gap between two of the sectionals. I was told by the delivery man that the two cushions would be delivered by mail in two days and to place cardboard underneath the feet of the couch to fix the gap. The gap didnt get better, and to my surprise, the couch cushions were delivered 4-5 days later un-assembled. It came as a box of stuffing and empty cases to fill myself. I did not pay $2500 to fill my own cushions and for a couch that comes not as advertised and that requires cardboard under the legs to fix. What made things worse is that there was not enough stuffing to fill both the cushions! I called back to get the issue resolved. The customer service people were less than helpful. They said thats the only way the cushions can be shipped unapologeticly. They offered nothing else for my trouble or the fact that the couch was not complete. They said the only way this can be fixed is to have another technician come out to my home. This again required another technician and gave me no time frame when the technician would be there. I was forced to beg my boss to take another day off and have someone else cover for me so that someone could come fix the issue. I requested to speak to a manager to help fix this issue in an expeditious manner. I was told they would call back that day. They never called. I called the following day and asked if someone would be calling back and again was reassured a manager would call me back. Again no one called. I did this for four days straight until a manager finally called me back after I called 3 times that day. She offered to take the delivery fee off, but could not help with the timing. She offered no apology for it taking 4 days of me calling to hear back from anyone after being promised a call. She said she did not have time to call be back for the past 6 hours because she was in meetings and was too busy to call me. When the technician came, he had no knowledge of the true issue. He did not know there was a gap in the couch, and did not realize there was not enough stuffing to fill the cushions. He was not made aware of this by whoever made the appointment. And so my couch still is incomplete. I called Ashley furniture yesterday to speak with someone to again resolve this issue which will likely require a 5th day off to have my purchase completely delivered to me. Unfortunately, I was again told there was no manager to speak to, and I was un-surprised when a manager has not yet called back as promised. It has been almost a month since Ive gotten my couch and it is still not fixed. Where I work, it is almost impossible to get a day off, and yet I have had to bargain and beg to take off these precious days to get furniture delivered (WHICH HASNT EVEN RESOLVED THE ISSUES YET). I no longer have time off as I have used it all waiting for you. Customer service at Ashley Furniture seems only interested in helping you to sign on the payment line, because after that, its impossible to get anyone to return your calls, or to adequately resolve your problems. At this point, Ive spent almost a month and countless hours on the phone only to have an incomplete couch. All I want to do now is return this headache of a couch, and I cant even get customer service on the line to set that up! My only next course of action is to put a stop payment on my credit card and file a law suit against Ashley Furniture for my money back. It is unfortunate that a company does not have the decency to treat the customers with respect especially when dealing with such valuable items. I will never shop here again, and will strongly urge all others to stay away.

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Jade Gormley

I purchased several sets of furniture from this Ashley Furniture store over the past year. Both of my sales rep’s were adamant on selling me on the Guardsman service to cover all my furniture (Couch, Bedroom set and Kitchen Table). I was told that all inquiries and issues were to go through them and that they can handle literally everything - to the extent that they would even replace it. Ashley Furniture was never even a question of servicing anything. IT WAS A COMPLETE SCAM. I reached out to Guardsman service several times. The first time I was actually able to get someone to come out and service my furniture I was told that there was nothing that rep. could do to fix my issues other than try and fix the stain on my table (by making it worse- see picture attached). He told me that I would have to call another Guardsmen rep to come out - in other words submit another claim and wait 2 months. I submitted another request and received a confirmation email on July 5th- which stated I would hear from them to schedule the appointment. I never heard from them. Once I was able to get a hold of someone and after explaining my frustrations, I was then informed that they “accidentally” "forgot" to send me an email back and that I had to go through Ashley Furniture for the issues I was having. Once I FINALLY got ahold of the home store, I explained my issues and was told that they would get back to me within the day. I did not hear anything for a week. So again, I called and they apologized and asked me to send pictures. Once doing so, I scheduled an appointment for a tech to come out and service my issues. To then find out 2 weeks later that they would no longer be coming out since I am outside of my 1 year service plan (That I was not aware that I even had?). I was re-directed to the store manager who ignored my email until I followed up AGAIN and then showed no concern or willingness to help. I was sold and lied into a service that could never deliver what was promised and furniture that is defective. I will never shop at Ashley Furniture again. HORRIBLE Customer Service and cheap quality of furniture.

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Charles Bledsoe

My wife & I purchased a full size bed, box springs, mattress, dresser and night stand from Ashley Furniture in Madison, TN. The sales person was awesome! The problem started with the day of our delivery. We received an email letting us know our delivery was scheduled on Tuesday, between 4:00 - 6:00pm. We made arrangements to be home during this window. On the day of delivery, my wife received a call from the delivery driver at 2:55pm stating he was 15 minutes from our house. She let him know we wouldnt be home until 4pm. She was picking up our children from school. He said "I cant wait around until 4pm." She explained to him that our delivery window was scheduled from 4pm - 6pm and his response was "I didnt schedule that time." My wife explained that he may not have scheduled it but his company did. At this time, we were unaware that Ashley Furniture uses a 3rd party for deliveries. He continued to tell my wife he would check with his manager and get back to her. He didnt call back. We talked to 2 different individuals that apologized and said they couldnt get in touch with the driver and they would have someone call us the next morning to let us know when our furniture would be delivered. NO ONE CALLED THE NEXT MORNING! I had to make 2 different phone calls to find out later that afternoon that our delivery hadnt been rescheduled. They were able to schedule for the next day 4:00 - 6:00pm. The delivery drivers did show up during that window and set up our daughters bed. I quickly realized they set it up as a QUEEN SIZE bed instead of a FULL SIZE bed. Again, we purchased full size mattress and box springs. After 2 phone calls, it was discovered that warehouse sent queen size slats. The following day I left a message for the manager to call me to get this resolved. NO ONE CALLED ME BACK. The next day I finally was able to speak to an assistant manager who actually drove to our house after work that night with the correct slats. At this point, my wife and I have decided we will never purchase from Ashley Furniture again.