"I bought 2 of the exact same Ashley lift-top home office desks by phone on or about 3-23-21. Ashley advised me shortly thereafter 1 desk was ready to be delivered, but the other one was not yet in. Okay, I get it...COVID-19 manufacturing problems, etc. The first desk was delivered on 4-9-21, I assembled it, and it was fine. The 2nd desk was delivered on 4-23-21. During my assembly of the 2nd desk, I discovered a damaged right front corner of the desk. It was quite obvious someone had dropped the box in which the unassembled desk had been delivered to me, and someone had "glued" the broken off piece of the desk back where it belonged. It really made the desk look bad, so I called Ashley, and after finally getting their customer service dept. on the phone, they arranged to send me a new desk, and they would pick up the damaged unit while they were at my house. The replacement desk was delivered in the rain on 6-5-21, and once the delivery guys left, and I got the desk into my home office, I noticed the lift top was badly "warped". I then promptly contacted on Ashley on 6-6-21 by e-mail, explaining how the new replacement desk was delivered in a damaged state. Ashley responded by e-mail on 6-9-21 they would place an order for the 3rd time on the second desk, which I initially ordered on 3-23-21. My wife and I have been going round and round with Ashley since 6-9-21, as to when the 3rd replacement desk would be delivered. During the last 7-10 days or so, they've given us various delivery dates, some of which did not fit our schedule, and we've had many phone calls with their customer service/delivery departments regarding dates good for both them and us. We then receive various text messages from them, telling us the delivery dates we both agreed on during our phone calls are non-existent, and they give us new, arbitrary deliver dates and times where we won't be available. We spoke with someone by the name of Jessica with Ashley on 7-8-21, and she had to be the most discourteous, non-caring customer service rep with whom I've ever spoken. When I finally asked to speak with her supervisor about this entire nightmare, she put me on a very long hold, and she finally returned to the line to ask me to hold a bit longer, and the phone line then "mysteriously" disconnected. My wife called right back, she spoke to a very nice gentleman, and he advised her our delivery date would be Saturday, 7-10-21, between 10:30 a.m. and 2:30 p.m. Lo and behold, my wife called them a few minutes ago on 7-9-21 at around 5:30 p.m. to confirm the 7-10-21 delivery, and we've now been told the delivery will be 7-13-21, which is again an inconvenient date. We've done business with this Company many times over the last 10-15 years or so, and while we've had some minor issues, we've never had anything like this. It's like the left hand doesn't know what the right hand is doing, and their people in customer service don't seem to care about their customers at all. This will be our last business dealing with Ashley, and I hope this 3rd attempt at delivering my 2nd desk is successful, so I can cut the cord with these people. I'd never point anyone in the direction of Ashley Furniture again in my life. Spend your hard-earned money elsewhere! "

"Bought an extended dining table and on delivery the table fell apart. There was no stopper installed to for the extension and so when the delivery guys were extending the table it broke in two. I told them I wasn't accepting the order. Called to see what was my next step, either to cancel because of my experience or to get a replacement, 1st the customer care is generic and they are not allowed to transfer you to a supervisor. Anyway, I let the customer server know that I was going to report the company if I was able to speak to a manager, this is in San Antonio Texas. She had me on hold for awhile then manager named Rob called me back. He couldn't give me and answer about my order until it was reported returned by the delivery people. He told me he would call me back which he has not done to date. AVOID THIS COMPANY IF YOU CAN BECAUSE IF THERE'S AN ISSUE WITH YOUR ORDER YOU WILL BE SCREWED TO GET ANSWERS. DISHONEST AND DISGUSTING COMPANY PRACTICE!!!"

"I went to here to buy myself a new bed! Spoke to the salesman for over an hour explaining to him how I’m used to a pillow top. He spent that whole hour explaining to me the benefit of the Tempur-pedic and now I had to get one. He told me not to worry that it came with a guarantee that if I didn’t have a good nights sleep I can return it. Complete lie!! I have now spent the last month between Colleen Tempur-pedic and Ashley furniture in just getting a run around. They do not stand behind what they sell and their sales people do not know accurate information"

"This furniture is all assembly required. Absolutely nothing fit together properly. Nothing. Chatted with CS and they promised to send a replacement part for one piece that was impossible to use, but I have zero faith they’ll send it. It’s like this was built by blind people. I wrote a review reflecting my experience. Lo and behold, it’s gone!"

"Still waiting on our table. We have now had 2 failed delivery attempts with no communication whatsoever. We were given the phone number for the driver, he wouldn’t answer. Then, we were called and told to quit calling the driver!! Still waiting on our table.
"

"So, here is our story. We walked into an Ashley Furniture Home Store(AF) to purchase a dining room set on 5/28/21. We selected one and the transaction went through without a hitch on my Credit Card(CC). However, we did not receive a copy of the Sales Order / Invoice with my signature, other than a copy of the CC machine copy which did have my signature(this will have significance later on).
Delivery was done three business days later, 6/3/21, acceptable. Here is where the situation became dicey. When the delivery guys put together the table and chairs, I indicated that there was a defect on the top of the table and the chairs were wobbly. He indicated that they could not address that and that a request would have to put in for a technician to come out for repairs. I agreed to that so long as I was allowed to make the necessary annotations on the packing slip before I signed for the delivery. The delivery person took a photo of the table top with the defect(I indicated that there was a second defect, but he did not want to take a picture, indicating that the technician that would later come for the repairs would address). He started to make a call with AF to put in a request for a technician to come out for the repairs. He indicated that the call allegedly dropped(I cannot confirm the veracity of that) and indicated he was going to step out to the truck to make the call and return. Ok, so five minutes later, the wife indicates that the driver drove off. What??? I immediately called into AF’s Customer Care center to complain. This is where it really gets interesting.
I was informed that “I had signed for the delivery”. I indicated, No, I did not and explained that the driver just drove off. The Sales Order Terms and Conditions indicates that the customer’s “signature on the delivery receipt acknowledges that you have received and inspected all of your merchandise in good condition. The customer care agent admitted that this was highly irregular and emailed me my supposed “signature”, which was not mines of course. She then asked me for the signed document I had received at the store. I indicated that I had not received a signed document, other than the CC machine receipt, which had my signature. She wanted to compare signatures, which upset me even more because it initially seemed she was doubting my assertion that the signature was not mines. But if it meant showing proof for her internal records that the signature had been forged so be it. I emailed the receipt back. She indicated she would put in a complaint on the situation and arrange for the technician. At this point, we were over the situation and I indicated I did not want a technician, I wanted the table and chairs to be picked up and my money refunded.
This started a 33-day process, 16 phone calls, sometimes waiting an hour on the phone, speaking with 18 different agents, including two calls and one additional visit to the store where I purchased the table to finally receive my refund.
During the process, they indicated that they would not refund the delivery fees, which I objected to, indicating that AF would have additional issues that would cost more if I decided to pursue legal action based on the forgery of my signature. By the way, I asked during the process the name of the delivery person and of course, this ask was ignored. Because of this, they acceded to refund the total purchase price including delivery fees and taxes.
Towards the end of the saga, I was told by the Escalation Team at AF that the refund would be available to me within 7-10 business days in my bank account. I found that reasonable since I know that is the normal wait time for refunds on credit cards. However, when I called at the 11th day to inquire about the refund, they called the store and were informed that because this was an in-store purchase with a CC, I had to go back to the store with the card for the refund to be processed. Had the Escalation Team member informed me of this, I would not have lost an additional 11 days. Then when I went to the store, their credit card machine was not working, of course. I asked them to run it again, which they normally do without being asked when they are selling a product. It still did not work, so they indicated that they would have their Corporate Office make the refund, which ultimately happened. I later thought, couldn’t they have done that 11 days prior?
In summary, my experience was very poor with the delivery, customer care and unnecessary pressure from my perspective to have them resolve the situation. If they would have acted quickly to resolve everything, I wouldn’t be writing this, nor would I have decided to not purchase at AF in the future.
"

"The worst customer service I've ever seen!! We walked into the store in March and of course we were automatically stalked by a sales person named Zack. It's easy to be on someone a$$ when you want to make sure the customer spends money!

We ended up ordering over 4K in furniture. Next day I get a text stating that one item cannot be delivered with the rest of the items and that I should drive back to receive it. I live 2 hours away!! Zack mentioned we can receive a refund because his manager Tom is not cooperating. So far, we lost on item and received confirmation for the refund because that's the easiest thing to do for them. The full order was supposed to be delivered on June 4th. Nobody shows up! I contact Zack and he says sorry I forgot! the delivery was rescheduled for June 29th. Again!! Nobody notifies! Nobody shows up! I contact Zack and he says sorry I'm off today and tomorrow and that I can deal with customer service myself. We call the customer service and her name is Mae. She apologized again and was asking if we wanted to cancel our order! What is this???? This is ridiculous and mind blowing!! I have never ever seen this type of customer service, especially when you spend thousands of dollars!! These people are chilling and think they're on vacation inside a store, collecting checks and stalking customers for no reason! Do your job!!!"

"I ordered a couch on 2/20/21. I was told upfront it would take 12 to maybe 16 weeks. I was ok with that and accepted that. At 12 weeks I called and was told it wasn’t all ready that it would be 3-4 weeks. Still within time frame so still ok. I called at 18 weeks and was told it would be another 5 weeks. That they were waiting on 3 of my items. I talked to the Castleton, IN store at this point as I was frustrated and the guy said oh I can take some of your pieces from other newer orders and give to you and then you are only waiting on the 1 piece and it will be ready June 28th. I called on June 28 and am told that now I’m waiting on 3 pieces and it won’t be ready until July 14th. What? I tell the “Customer Care” lady that I was told I was only waiting on 1 piece and she said if I was told that over 2 weeks ago they take from older orders and give to the newer ones to get them out of it completes an order. Pathetic!!! I’ve tried calling the store again and no one answers the phone. Sales people are nice when you are there but good luck getting your items. I won’t recommend them. "

"Terrible experience. Ordered full living room and dining room furniture (over $3K) on May 7th - they said they were backed up and delivery would be mid to late June. Not ideal, but I understood. Every time I have called for an update they push the delivery date back. Now they say they can "maybe" deliver by the end of July. My family has been without any furniture for a month already. I tried to call the store to request a cancelation so I can get a refund and buy furniture somewhere else, and nobody ever answers the phone. I can't believe how disappointing this experience has been. DO NOT spend your money here. "

"Even 1star is too much for them … dealing with a bunch of liars … they sell items these days that they don’t have in stock and then the lying process starts, starting with sales associates to delivery people ending with customers care … all are bunch of liars… will never deal with them again or recommend them to anybody "

"Bedroom set came yesterday. Delivery person damaged night stand going up stairs and put a hole in the wall, he said they would replace night stand next day. I waited all day nothing happened not even a phone call. I tried calling customer service all afternoon and left phone number for call back. When the call back came they were having technical problems and was told to call back the next day. I cannot reach anyone at Ashley’s furniture Evidently once they have your money they are done with you!!"

"We found an outdoor sofa we liked at another store for $898, but the store was 20 miles away. We looked it up on line and found Ashley had the exact same merchandise (same SKU#) for $999. Ashley also claimed to have a "Price Match Guarantee". I went to the store on Mayo Blvd prepared to buy it armed with a picture of the competitors ad for $898. The sales person said he didn't think the manager would honor the price match, so I asked to speak with him. He was not going to honor the Ashley price guarantee, period! The conversation got heated and he asked me to leave. I promised to file a complaint with the AG, and left. This is what Ashley had in the ad for the sofa:

Price Match Guarantee
If you find a lower price from an online retailer on an identical, in-stock product, tell us and we’ll match it.
*For full details, please see information on the order confirmation page after completing your purchase.

I called the Corporate office in WI and talked with their Customer service team, who informed me that they will only allow price matches from 6 retailers. If I took the time to look in the bowels of their Home Page I would have known that.

This is a prime example of another Corporate giant not giving a damn about the people who buy their merchandise that pays their salaries. I for one am tired of being lied to. "

"We ordered a sofa, loveseat, chair and ottoman with the Memorial Day Sale discounts on June 3 knowing upfront that delivery would be delayed due to COVID tough times. 2 weeks later I received an email stating that the ordered sofa, loveseat, and chair were cancelled. I messaged the company with no reply and my husband called to speak with them. Ashley Furniture costumer service department claims that I contacted them and cancelled the 3 out of 4 items, which is an absolute lie. The company won't admit that they messed up, they told my husband that they would not able to restore the order for the furniture, that we can reorder the items which will further delay the delivery and we won't be eligible for the Memorial Day Sale pricing anymore. We ended up cancelling the whole order and will be taking our business elsewhere. Unfortunately, they say the ottoman was already shipped so they are unable to cancel that, so we have now been charged for an ottoman that we will have to try to coordinate getting returned to them and the charge reversed. With so many other options for buying furniture, don't waste your time with this company! "

"Worst customer experience with Ashley Furniture represnetative, local store from where we ordered the furnitures from and the corporate office who kept saying that they can approve the exchange but can’t approve the returns. Since May 25, 2021 to this day, we had been emailing Ashley cusotmer care local store, corporate office for returning the furnitures. EAch and every furniture delivered was defective and the delivery person was asked to take it back with the Ashley furniture representative over the phone, but the delivery person was not interested and rushed outside of the house stating that its not his problem and that he is not going to take the furniture back, leaving the furntiure all over my kitchen, living room and family room. All the photos are part of emails sent to Ashley local and corporate office with full evidence.

Same day we went to the local store to complain and did everything possible to get the refund for the horrible customer service, and the defective and broken pieces joined with the help of screw and sold and delivered to us, BUT to this day, other than being said that the approval of return is not their department who can do, i haven’t heard anything. This is the height of irresponsibility and leaving no other choice but to go a different route. HOpe they read this and take care of this issue at the earliest. The complaint was made the day furniture was delivered by going personally to the local store where the order was placed. so the 30 days stated in their return policy was fully complied with. HELP!!!!!!!!"

"I purchased a head & footboard with rails on October 31, 2020. It was delivered early Jan '21 but footboard was damaged. I have talked to this company & the salesperson on probably a dozen or more ocassions and not only do they continue to kick me down the road on a replacement date, but they apparently do not record all the notes when you speak with someone there. I called March 31st, they told me it was scheduled for May 21. I called today & they tell me it's scheduled for mid July. Do not shop with this company. "