Ashley HomeStore

Reviews 3

AL

Alexa Asmar

We purchased a living room set from Ashley’s Furniture less than 4 months ago and it has already completely fallen apart. The wooden frame and infrastructure have buckled in and are completely broken, which I guess should be expected when they are held together with nothing more than staples. The cushions have gaping holes and tears in the back of them and are completely flattened after three months. When lying on the pull out sofa bed, there is no stability and you are flung into the hole between the couch and the frame. Not to mention the sofa bed is about 2 inches thick and incredibly flimsy. I wasn’t expecting much, but I certainly was not expecting this. The Customer Service that we have experienced has been atrocious. We were told we would be contacted by a sub-contractor to come and assess the damage. After almost two weeks went by and we were not contacted, we called Customer Service again and were told that the contractor would be calling us that day. Once again, NOTHING. It was not until I told customer service that I had contacted the Better Business Bureau that the contractor was finally in contact with us. We were left a harsh voicemail message that they would be at our apartment between 9 and 12 the next day, an inconvenient time for two people who work during the day. Once calling back, we were told he would be at our apartment around 4pm. After leaving work early, to be home by 4, the contractor called us to let us know that he would be at our house by 7PM and would call a half hour before arrival. He did not arrive until 7:20PM and we were never called prior. Upon inspection he told us that our frame was completely broken due to a Manufacturer’s Defect and that he would not recommend to Ashley’s that we receive a replacement. He said that someone would come and fix the frame and we would receive new covers for our cushions. Mind you, the cushions themselves have gaping holes in them. He also said that he has seen this defect several times before. He was also not able to answer any of our questions and he said that the $100 protection policy we were hounded about when purchasing the living room set was useless and would not have protected us anymore than the Manufacturers Limited Warranty. He also said it would take at least 3 weeks for any repairs to be made. We have been tossed around between the Customer Service Department and the actual store that we purchased the furniture from. What has happened to consumer protection in America? Both Bob’s and Raymour and Flanigan have return policies that benefit the consumer and have solved issues by the next day. No one has a solution and we are fed up. I want a complete refund for the set and I will never purchase from Ashley’s Furniture HomeStore again and I have already discouraged friends from purchasing there as well.

TE

Tejas Patel

We bought dining table chairs, king size bed with adjustable base and a mattress. The delivery gets delayed by few weeks (not days) from what was promised for the chairs. The bed arrives with the mattress and a base with missing parts. Had to call customer support and they scheduled to deliver missing parts couple weeks later. The delivery driver comes with the missing parts and assembles the base which was still not working and he wanted us to sign the paper of acceptance saying I did everything I could and it is not my fault. We reject to accept the defaulted base and driver got into fight with my husband and would not leave our house. My husband had to call customer support and wait on the phone for 45 minutes to speak with someone. The customer support asks driver to leave and told us we will receive a replacement. Had to call Ashley and report drivers absolutely rude behavior. The delivery of base replacement does not come in as scheduled so again we had to hunt down these people (and it is a total hassle) and they said there was no replacement order placed or no delivery was scheduled. After arguing with them for an hour, they said manager will call you back within 2 days. Of course, no one ever calls you back as usual!!! After, long efforts of 2 weeks we finally received a replacement base along with chairs (for almost 2 months we had no bed to sleep in or Chairs to sit on). 5 days after the delivery one of the chairs fabric pops out (Total damaged). I went to the store with pictures and they were rude as hell (ofc now they are not making any sales) and said they could not do anything once the furniture is in your house and said we are reporting it to customer service and someone will call you back. Again, as usual no one EVER calls you back!!!! We call customer support back ourselves and they said there is NO EXCHANGE or NO RETURNS once the furniture is in your house. We can ONLY try to fix it because the chairs have 1 year of warranty. TOTAL NON SENSE !!! In other words, they can deliver worst quality of furniture that gets damaged in 5 days and can literally get away with it saying we have nothing to do with it now. The issue remains UNRESOLVED. After paying lot of money we are stuck with worst quality of furniture. Not only chairs, but the adjustable base does not move even half way higher as to what they demonstrated in the store to us. We bought entire house furniture from all over the different companies and did not have any trouble. Terrible experience with Ashley. Had to waste our times 3 times for delivery to come in only for 3 things. and numerous amount of time spent on phone with customer support and store. ASHLEY = WORST QUALITY of FURNITURE!! WORST CUSTOMER SERVICE!!! Had the worst experience of my Life !!

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Colleen Ferraro

I wish I could give 0 stars. I never wrote a review in my life over any bad experience but this has been the worst customer service i have ever dealt with EVER. I ordered my bedroom set on Aug 3rd and today is the 29th and i still do not have a bed. It took 2 weeks for a delivery and the drivers showed up without my bed. Another scheduled appointment came a week later and they brought the rails, but no head board or foot board. Today they come with the rest of the bed so before they realize it is CRACKED I ask l them to set it up for the FULL size bed NOT the QUEEN size bed and he tells me that that is impossible because it is queen size only. That brings me back to the sales man. I made sure to tell him that i had a full size bed and not a queen and he promised me that the rails could be adjusted to fit the full after i stressed to him that i do not want to buy a new mattress set. Ive been on the phone all day speaking to a hundred different people and nothing is resolved. They just bounced me from person to person. Not one thing was consistent. The sales guy whose name is Washington in the Fairfield, NJ store tried to get on the phone convince me he did nothing wrong and it was my fault to try to protect himself. Apparently he just wanted the sale and didnt care that i was trying to explain to him that i DID NOT and NEVER would have bought a queen size bed. We understood the difference between the poster headboard and the complete bed that is why we kept saying it over and over that we have a FULL and he still re insured us that it would work. We double checked many times before swiping the credit card that if we got the full bed it would fit. So a month later I am ready to have them come pick up the rest of the furniture because no one seems to know what they are doing and I refuse to buy a bigger mattress when mine is brand new already. I dont even want the set anymore just because I dont want him making any commission on my hard earned money. Do not shop there!!! No one has a clue as to what they are doing and they try to make you seem like you are the stupid one.